Printer problem in Safepay

Museum · May 2023

I have the same problem that has been previously discussed unable to print from Safepay. Most annoying. windows Firewall is turned off! I was with Kaspersky before and their Safemoney did not have this problem. if this continues with Bitdefender I will more than likely go back to Kaspersky.

Flexx · May 2023

https://community.bitdefender.com/en/discussion/95858/printer-problem-in-safepay

Generate bitdefender BDsysLog: https://www.bitdefender.com/consumer/support/answer/1922/

Generate bitdefender support tool logs: https://www.bitdefender.com/consumer/support/answer/1733/

Generate bitdefender connectivity logs: https://www.bitdefender.com/consumer/support/answer/9689/

Share the logs & your query with bitdefender support team by dropping them an email at bitsy@bitdefender.com

If the generated logs are larger in size, you can upload the logs to google drive or we.tl (7days link validity for free users) or ask the support team to provide you with the online link & password of bitdefender cloud where you can upload the logs and share the upload link with the support team.

The support team will reply back to your query within next 24-48 hours excluding weekends.

Regards

Alexandru_BD · May 2023

Hello @Museum,

Are you using a physical printer or a virtual printer (such as NitroPDF, PDF Creator or Microsoft XPS)?

I'm asking this because virtual printers are not supported in Safepay. Most virtual printers open windows in the initial desktop and block Safepay's secure desktop while waiting for your input. So, in this case, printing won't be available with Safepay.

In the event you are using a physical printer, turn OFF Firewall. Restart Safepay and check if you can print now. If it works this way, add your printer IP to Network exceptions in Firewall settings by following the steps described in this article:

https://www.bitdefender.com/consumer/support/answer/13428/

Let us know how it goes.

Regards

Michael Sa · May 2023

I, too, suddenly can no longer print to any default physical printer from SafePay, and I have never used or want a virtual printer.

I followed the steps of making sure a working physical is default, closed safepay and reopened it.

Also turned off firewall, restarted SafePay, still no printing, yet this is the ONLY app that is giving trouble.

All this started immediately when Bitdefender Update was installed and computer was rebooted a few days ago. No changes or updates to any other programs or printer have been installed. Printer works fine with Word, etc.

Any ideas?

Alexandru_BD · May 2023

Hello @Michael Sa,

This is a known issue that has been acknowledged by the development teams. The behavior has also been reported by one of our members in the German community:

https://community.bitdefender.com/de/discussion/95893/drucken-von-dokumenten-funktioniert-ueber-safepay-nicht-mehr

Safepay displays a message that virtual printers are not supported even if a physical printer is set as the default.

We look forward to a resolution.

Best regards,

Alex