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Re: Printer prints out page with emoji characters and "Cookie: mstshash=Administr".

I have looked at your whole website where thousands of people are having this issue but do not see that HP has published a solution.  Updating the software and clearing the cache does not solve the problem.  How can I stop my HP 7520 printer from spitting out paper with one printed line "Cookie:  mstshash+Administr" in the middle of the night?

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Re: Printer prints out page with emoji characters and "Cookie: mstshash=Administr".

@TwoLabs Greetings from the HP Community!

There are a few things you can do to resolve this issue,

 

Step 1: Update your computer antivirus software

Update your preferred antivirus protection program. Then scan for and remove any viruses, spyware, and malware.

NOTE: 

You can get a free online antivirus scan from sites such as McAfee or Norton.

If removing any viruses, spyware, or malware resolved the issue, you do not need to continue troubleshooting.

 

Step 2: Update the printer firmware: click here for steps.

 

Step 3: Uninstall the printer software

Corrupted or incomplete software could cause the printer to feed a blank page after each print job.

  1. Disconnect the USB cable from the printer, if necessary.

  2. In Windows, search for and open the Control Panel.

  3. Click Programs and Features.

  4. In the list of installed programs, click your HP printer name, and then click Uninstall or Yes.

  5. Follow the on-screen instructions to complete the software removal.

  6. Restart the computer.

Step 4: Reinstall the printer software

Download and install the latest print driver from the HP website.

  1. Turn on the printer.

  2. Disconnect the USB cable from the printer, if necessary. The software installation prompts you to connect the cable if needed.

  3. Go to HP Customer Support - Software and Driver Downloads.

  4. If a Let's identify your product to get started page displays, click Printer, type your printer model number, and then click Submit.

  5. If you need to change the operating system, click Change, select your version, and then click Change.

  6. Under the Driver heading, click Download for the full software package, or click Basic Drivers for other driver options.

If downloading the latest driver resolved the issue, you do not need to continue troubleshooting.

 

Let me know how that pans out,

If you feel I was helpful, simply click on Accept as Solution to help the community grow,

That said, I will have someone follow-up on this to ensure you've been helped,

Just in case you don't get back to us within 24 - 48hrs, and have a good day, ahead.

Riddle_Decipher
I am an HP Employee

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Re: Printer prints out page with emoji characters and "Cookie: mstshash=Administr".

I already read HP's suggestion to do as you recommend here.  Neither of these solve the problem.  If you want to troubleshoot on my system (in order to help all the thousands of people using your product that has this problem) let me know.

 

I work in IT and just repeating the 'reload' software solution without determining if it resolved the problem is poor customer service.

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Re: Printer prints out page with emoji characters and "Cookie: mstshash=Administr".

@TwoLabs I understand your concern and have a few other steps that should help resolve the issue once and for all:

 

Step 1: Cancel the print job

Cancel the print job before performing a printer reset.

  1. In Windows, search for and open Control Panel.

  2. Under Hardware and Sound, click View devices and printers.

  3. Double-click the printer icon, and then double-click See What's Printing.

    The print queue opens.

  4. Click the print job you want to cancel, and then click Document.

  5. Click Cancel, and then click Yes to confirm the selection.

    NOTE: 

    If the lights on the printer continue to blink after you cancel the print job, the computer is still sending the job to the printer. Either delete the job from the print queue or wait until the computer finishes sending information. The printer returns to its ready state.

Continue to the next step.

Step 2: Reset the printer

Resetting the printer can often resolve printing issues.

  1. With the printer turned on, disconnect the power cord from the printer.

  2. Unplug the power cord from the power source.

  3. Wait 60 seconds.

  4. Reconnect the power cord to a wall outlet and to the printer.

    NOTE: 

    HP recommends plugging the printer directly into a wall outlet.

  5. Turn the printer on.

Try to print. If the issue persists, continue to the next step.

Step 3: Download and run HP Print and Scan Doctor

Download and run HP Print and Scan Doctor to automatically identify and resolve the issue.

Try to print. If the issue persists, continue to the next step.

Step 4: Print from another program

Print from a software application other than the one where the issue occurs to make sure the issue is not related to specific software.

  1. Open any software application other than the software where the issue occurs. For example, if you used image viewing software when the issue occurred, try opening a word processing software application such as Microsoft Word.

  2. Open a file in the new software, or create a new file for this step.

  3. Print the file.

    • If the document in the alternate software prints successfully, do not continue troubleshooting. The software where the issue occurs might be the cause. Continue to print from different software, or contact the software manufacturer for help.

    • If the document in the alternate software also exhibits the garbled text issue, continue to the next step.

Step 5: Connect the printer directly to the computer

If your printer is connected to your computer over a network or through a USB hub, connect the printer directly to the computer with a USB cable.

  1. If your printer is connected to a wireless network, turn off the wireless signal.

  2. Disconnect any USB or Ethernet cables from the printer.

  3. Restart the printer by turning the power off, and then back on.

  4. Connect the USB cable directly from the printer to the computer.

Try to print.

 

If you wish to thank me for my efforts, you could click on "Accept as solution" on my post as the solution should help others too.

 

Riddle_Decipher
I am an HP Employee

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