HP Smart printing is printing PDF templates leaving out the personal detail

[KingofEase]

I download an electric bill or a certificate of webinar completion to print and only the template detail is printed. On the electric bill the detail of my property, amount due, etc does not print. On the certificate the template of the webinar is there but not my name and date of webinar. It all displays correctly on the screen. it also displays correctly on the print preview when getting ready to print

[Garp_senchau · Accepted solution]

@KingofEase, Welcome to HP Support Community,

Thank you for posting your query; I’m here to help by guiding you through steps to resolve this issue

PDF Rendering or Compatibility Issue

Print Using Adobe Acrobat Reader

Open the PDF in Adobe Acrobat Reader.

Click File > Print, then:

In the print dialog, check “Print as image” (under Advanced settings).

This flattens all layers and usually resolves missing content issues.

Print again and see if all details are visible.

Web Browser Printing Issue

If you are printing directly from a browser (like Chrome or Edge), dynamic content (like your name or form fields) may not be sent correctly to the printer.

Download the Document First

Save the file to your computer first (don’t print from browser preview).

Open the downloaded file in Adobe Acrobat Reader or another PDF viewer.

Print from there.

Run HP Print and Scan Doctor (Windows only):

• Download and run the HP Print and Scan Doctor tool. Follow the prompts to diagnose and fix common printing issues.

Update Printer Firmware (Update the firmware on an HP printer | HP® Support)

• Go to the HP Customer Support - Software and Driver Downloads page. Enter your printer model number and search for the latest firmware update. Follow the instructions to download and install the firmware update.

I hope this helps.

Please feel free to reply here if you have any questions or if you need further clarification on any of the steps. 

Take care and have a good day. 

Did we resolve the issue? If yes, please consider marking this post as "Accepted Solution" and click "Yes" to give us a helpful vote - your feedback keeps us going!

Regards,

[KingofEase]

These steps do work but I wonder if this is printer dependent. I have an OfficeJet Pro 8030  that doesn't require these additional steps. 

[Garp_senchau]

@KingofEase, Thanks for letting us help you out! If you're all set, please mark this post as 'Accepted Solution' so I can do a virtual happy dance! 

If you need anything else, I'm all ears (or rather, all text). Just let me know! 

You're awesome, and I'm honored to have been your go-to guide today! 

Stay fantastic, and have an amazing day ahead! 

Regards, 

[KingofEase]

@Garp_senchau, I accepted this solution as it does resolve the issue. My question is if it's printer dependent. I have an OfficeJet Pro 8030 that prints pdf's directly from webpages without the additional steps. 

[Garp_senchau]

Hi @KingofEase,

I'm glad to hear those steps worked for your HP ENVY 6455e.

To your question — yes, this behavior can be printer-dependent, but it's more closely tied to how different printers handle PDF rendering, especially when the PDF includes form fields, dynamic content, or transparency layers.

HP OfficeJet Pro 8030 has more advanced internal processing, which allows it to handle complex PDF files more reliably

HP ENVY 6455e, being a more entry-level model, may have limited capability in processing dynamic or layered PDF content correctly

I hope this helps.

Take care and have a good day. 

Regards,