Unable to open printer settings

[schophil]

When clicking the "More settings" in the default print dialog; a HP screen is loading but dissapears after a few seconds.  In the windows event viewer I can see crash notification (details below). This happens from any application (even de HP app). Reinstalling the driver did not help.

Faulting application name: PSADriverApp.exe, version: 23.1400.1.397, time stamp: 0x6a9ae613
Faulting module name: SharedLibrary.dll, version: 2.2.29512.0, time stamp: 0x5fad1a6e
Exception code: 0x00001007
Fault offset: 0x00000000007e38de
Faulting process id: 0x4284
Faulting application start time: 0x1DD71BD79F1C410
Faulting application path: C:\Program Files\WindowsApps\AD2F1837.HPPrinterDriver_2605.1.4767.0_x64__v10z8vjag6ke6\PSADriverApp.exe
Faulting module path: C:\Program Files\WindowsApps\microsoft.net.native.framework.2.2_2.2.29512.0_x64__8wekyb3d8bbwe\SharedLibrary.dll
Report Id: 3379493f-b91d-4d03-8610-b029b7507a47
Faulting package full name: AD2F1837.HPPrinterDriver_2605.1.4767.0_x64__v10z8vjag6ke6
Faulting package-relative application ID: AD2F1837.HPPrinterDriver

[Meghana_10]

Hello @schophil, Welcome to the HP Support Community.

Thanks for reaching out about your query regarding the HP Envy 6120e All-in-One Printer.

We appreciate the opportunity to assist you and are glad we could help work toward a resolution. We hope our support has been valuable.

Based on the information you provided, this matches a known Windows 11 issue where HP print dialogs or advanced settings stop working correctly. The recommended resolution is to remove the printer from Windows and then add it back so Windows installs fresh, built‑in drivers.

Follow these steps:

Open Printers & scanners - Make sure your HP Envy 6120e is turned on and connected to the PC. - In Windows 11, search for and open Printers & scanners.

Remove the printer - In the Printers & scanners window, select your HP Envy 6120e from the list. - Click Remove (or Remove device) and then click Yes to confirm.

Add the printer again - Still in Printers & scanners, click Add device. - When your printer name appears, click Add device and wait for Windows to install the latest built‑in drivers.

Test the advanced settings - Try printing from an application again. - In the print dialog, click More settings and check if the HP screen now stays open and the advanced options (color, paper size, duplex, etc.) are available.

If the problem persists - Go to 123.hp.com and download/install the recommended HP print drivers for your HP Envy 6120e. - After installing, test the More settings dialog again.

Please check the link for more information - HP printers - Advanced print settings are missing (Windows 11) | HP® Support

Have a great day!

[schophil]

Hi, thank your for your reply. Unfortunaly this did not help. The settings window pops up with a loading screen but dissapears after some seconds.

[Meghana_10]

Thank you for your response.

This may necessitate a one-on-one conversation to resolve the issue via remote assistance.

We recommend taking the conversation to our phone support team. They'll work with you one-on-one to get the issue sorted, possibly with some remote assistance magic.

1) Click on this link-https://support.hp.com/contact

2) Add or select the product, and change/select your region.

3) Enter the serial number of your device or select Let HP detect your product option.

4) Choose "other" option from the list

5) Select the "continue to contact" option.

You should see the HP phone support number or chat option listed.

They will guide you further.

Or, you may also visit the nearest HP authorized service center; the service team will check and assist you.

Kindly follow this link to locate the nearest HP service center: https://support.hp.com/us-en/help/service-center

(Select the country from the dropdown menu and enter the city name or pin-code.)

Have a wonderful day!