HP Print Support Application crashes when viewing Print Preferences

[SweepingMiner]

I enabled Windows protected print mode and reinstalled my HP ENVY 6020e driver through the Windows Settings app. 

It installed the IPP Class Driver along with the HP Print Support Application.

When clicking on "Open app" in the Windows Settings printer detail page, the HP Print Support Application launches fine, but once I click on Change Default Preferences, it pops up, shows a spinner and then hides again without me being able to change the preferences. The same thing happens when printing a document from any app.

Event Viewer shows the following logs:

Faulting application name: PSADriverApp.exe, version: 23.1400.1.397, time stamp: 0x6a175dee
Faulting module name: SharedLibrary.dll, version: 2.2.29512.0, time stamp: 0x5fad1a6e
Exception code: 0x00001007
Fault offset: 0x00000000007e38de
Faulting process id: 0x648
Faulting application start time: 0x1DCFB78916E545C
Faulting application path: C:\Program Files\WindowsApps\AD2F1837.HPPrinterDriver_2604.1.4355.0_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: 6183bb81-4d80-4261-bafb-c137ce7f294a
Faulting package full name: AD2F1837.HPPrinterDriver_2604.1.4355.0_x64__v10z8vjag6ke6
Faulting package-relative application ID: AD2F1837.HPPrinterDriver

PC has AMD CPU & GPU, other endpoints that do work are Intel-only.

Thanks for looking into this!

[Meghana_10]

Hello @SweepingMiner, Welcome to the HP Support Community. 

Thanks for reaching out about your query regarding the HP Envy 6020e. 

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 behavior described (HP Print Support Application crashing when opening Print Preferences and the fault pointing to PSADriverApp.exe and.NET Native Framework components), this is likely related to a corruption or conflict within the HP Smart / IPP driver package or Windows app dependencies.

Please follow the steps below in order to resolve the issue:

Step 1: Reset HP Smart / Print Support App

1. Go to Settings > Apps > Installed Apps
2. Locate HP Smart
3. Click Advanced options
4. Click Repair, then Reset

Step 2: Reinstall the HP Printer (Clean Reinstall)

Disconnect the printer from the PC (Wi-Fi or USB)

Remove the printer:

• Go to Settings > Bluetooth & devices > Printers & scanners
• Select HP ENVY 6020e
• Click Remove device

Remove driver remnants:

• Press Windows + R
• Type printui /s /t2 and press Enter
• Under the Drivers tab, remove any HP ENVY/HP IPP driver
• Restart the PC

Step 3: Reinstall Using HP Full Software (Recommended)

Instead of relying on the IPP driver alone:

Download and install the full-feature software from: HP ENVY 6020e All-in-One Printer Software and Driver Downloads | HP® Support

During setup:

• Choose HP Smart / Full Software install
• Connect the printer on the same Wi-Fi network

Step 4: Repair Microsoft .NET Components

Since the crash references: Microsoft.NET.Native.Framework 2.2

Please:

1. Open Settings > Apps > Installed Apps
2. Locate:
   • Microsoft .NET Native Framework
   • Microsoft .NET Native Runtime
3. Click Advanced options > Repair / Reset

Also ensure Windows is fully updated:

• Settings > Windows Update > Check for updates

Step 5: Disable Windows Protected Print Mode (Test)

This feature can sometimes conflict with legacy print apps:

1. Go to Settings > Bluetooth & devices > Printers & scanners
2. Open Print server properties
3. Temporarily disable Windows Protected Print Mode (if enabled)
4. Restart the system and test again

Step 6: Test Printing via HP Smart

• Open HP Smart
• Change print preferences from within the app instead of Windows Settings
• Check if the issue persists there

Take care and have an amazing day!

[SweepingMiner]

Hi @Meghana_10,

Thanks for your answer! I've followed your steps the best I could, but sadly the print preferences window still crashes after showing the loading spinner. I couldn't completestep 5 since those Microsoft Components did not show up in my Installed Apps list.

I installed the drivers via the non-HP Smart way with "Full Functionality Software and Driver".

The only thing that's different from the 2 other endpoints is that this is an AMD-only machine concerning the CPU & GPU, whereas the others are Intel-only. 

Perhaps that makes a difference?

For what I understand IPP Class Drivers will become enforced in 2027 by Microsoft and HP is working hard to get support ready. Should you or your technical teams need any other logs or information, I'd be willing to provide them.

For now I'll probably try enabling the PCL level 3 Class driver again until I reinstall Windows on this PC or try again later. Unless you would provide me with more troubleshooting steps of course.

[GbR79]

I also had the same issue. I tried repairing the HP Print Support Application, but I was getting an error message that was saying to try later (maybe the app was in use in the background). I tried resetting it, which was successful, but then I wasn't able to print at all.

I ended up uninstalling all printers that used the app (two identical HP Color LaserJet Pro MFP 4302 that sit in different offices), then uninstalled the app, then reinstalled the printer with the standard windows IPP drivers and did not reinstall the HP Print Support Application. I might be missing some functionality, but I always had issues with the HP Print Support Application and I find the standard Windows functionality sufficient and much more reliable.

Fortunately, the HP plotter we have, which uses a different print app, does not seem to have any issue as I need the functionality it provides.

Unfortunately, the HP Print Support Application does not seem to be a good quality application as everyone in my office has the same kind of issues.