HP App crashes on startup - unusable.

[Jeffp25]

I purchased an OfficeJet Pro 9025 two days ago and set it up. I installed and ran the HP application and created a "Smart Task" and then closed the app. From that point on, no matter what I've done, the app crashes every time I start it. I have tried:

1. Making sure that I have all the newest Windows updates installed. I didn't, but I do now.

2. Re-installing the app.

3. Restarting my PC.

4. Re-installing the app after making sure that windows was up to date and my PC was restarted.

5. Repeat as needed.

None of it made any difference. I tried using the on-line chat. I clearly stated the issue at the start, and after 30 minutes of worthless responses the final conclusion was that I have a problem with the HP application and should call tech support. I don't have time to sit on hold waiting for tech support.

The issue should be simple to resolve.

Note that this morning I found and installed the standard Windows apps and they work fine. But the HP not-so-Smart app still crashes.

[Dragon-Fur]

@Jeffp25 

First, I don't have a fix - the issue you  mention has been reported to our group by one of our colleagues.

• I do have an Officejet Pro 9025 
• I do have the Full Feature Software installed
• I do have HP Smart installed -  (at this writing): version 105.1.618.0
• I do not have the issue you describe (which means nothing, of course)

I do have a question - which may or may not be related to well, anything...

Have you changed any of your Windows Privacy permissions recently?

For example,

Have you recently locked up the permissions in Settings > Privacy ?

Perhaps in location or notifications?

What?

There is a companion process that runs with apps from the Microsoft store that provides a running check on apps from the store to make sure they are meeting security, they are really "from the store", notifications (accessing, not changing them); the broker provides other checks important to Microsoft Windows file system.

If you have not changed the settings,

Please check to see how the following is set:

Settings > Privacy > Notifications

"Allow apps to access your notifications"

Is the setting "ON" or is it "OFF"?

Also, please check 

Settings > Privacy > Location

Is the setting to allow apps to access your location "ON" or is it set to "OFF"?

Thanks!

@ShlomiL - checking the broker process

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[Jeffp25]

I have not changed any settings recently. I checked, and both location and notifications are enabled.

Next suggestion?

[Dragon-Fur]

@Jeffp25 

My apologies - I do not have a fix.  I was looking at the broker process that runs with HP Smart - what you describe is exactly what I expected.  Because I cannot see the problem ("it works for me") I was curious whether the problem could actually be that simple to uncover.  These things rarely respond to the obvious.

Thank you for participating in the HP Community Forum.

We are a world community of HP enthusiasts dedicated to supporting HP technology.

Click Thumbs Up on a post to say Thank You!

Answered? Select the relevant post "Accept as Solution" to help others find it.

[riley-rafa]

Hello Jeffp25,

I have been using HP app and recently update to the new version and so far I have not encountered this. I'm able to create Smart Task and close/launch the app successfully. 

Are you using Windows 10 version 18362 or older version?

I think you have done a lot of ways to recover the app, unfortunately, nothing works. I would recommend you directly email this issue to HPApp@hp.com. The App team might be able to provide more assistance to your issue.

riley-rafa

I am an HP Employee
Although I am speaking for myself and not for HP.

[JonW]

The new version of HP Smart for Windows hit the windows store overnight so we hope to see a decrease in crashes.

The new version should install automatically

[Dragon-Fur]

@JonW 

Thanks!

I've had the HP app installed - and fortunately have not experienced issues using it.

Update to the new version: 105.1.623.0

I opened the Windows Store and searched for the app:  HP App

As soon as search found HP App, the store page opened the new version downloaded.

Click "Launch" and good to go - new version installed.