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

[jmarie22]

My printer has been printing pages by itself with emoji like characters (heart, slash, Asterick) followed by the text "Cookie: mstshash=Administr" followed by another weird character. Has happened several times in the past week. Why is this happening and how can I stop it?

Thanks,

Joanne

[senan6806]

@jmarie22

A warm welcome to HP forums! This is a great place to get support, find answers and tips to your technical queries.

I got to know from your post that your printer is printing unexpected characters and text. Not to worry, I'll be glad to help you out. However, for an accurate solution, I would need more details:

Does it happen when you copy a document?

How is the printer connected, USB or Wireless?

Which application are you using to print. Eg: Preview, Word, Adobe?

Could you also print a print quality report and let me know if it has any unexpected characters and text. In order to print the report:

1.) From the printer control panel display, touch and slide your finger across the screen and then touch Setup.

2.) Touch Print Reports.

3.) Touch Print Quality Report

Let me know!

[jmarie22]

Hi, thank you for your help. Answers to your questions:

- No it doesn't happen when I copy a document.  It happens when I am doing nothing. All of a sudden it starts printing. Once it happened when printing from a computer on the network.

- The printer is connected Wireless.

- When it happened while printing, I was using Firefox.

- No unexpected characters or text appear on the print quality report.

Also, I tried updating the firmware and it says it is up to date.

Thanks.

[senan6806 · Accepted solution]

@jmarie22

Please clear the web browser Cache and Cookies. You may use the steps available in the links below to clear the web browser cache and cookies:

Safari

Firefox

Once you clear the cache and cookies, restart router, printer and Mac. Check if the printer is printing unexpected characters and text.

Keep me posted!

[jmarie22]

So far this has worked. Will let you know if I get any more print outs.

Thanks,

Joanne

[senan6806]

@jmarie22

You are welcome 🙂

Glad to hear that the issue is resolved. If you need any help, feel free to reach out to us.

Have a great day!

[jmarie22]

Actually the problem is happening again.

[sandytechy20]

@jmarie22

This might require remote access of the computer to fix the issue.

I request you to talk to HP support.

They might have multiple options to help you with this.

1. Click on this link - https://support.hp.com/us-en/contact-hp?openCLC=true
2. Select the country.
3. Enter the serial of your device.
4. Select the country from the drop-down.
5. Click on "Show Options".
6. Fill the web-form. A case number and phone number will now populate for you.

If this helps, please mark the public post as an accepted solution so that it benefits several others.

Cheers.