HP Smart always crashes after latest Windows 10 update (and easystart driver package hangs)

[JimboJames]

We have a HP OfficeJet Pro 9125e and have been using the HP Smart app successfully until the latest Windows 10 update around July 30, 2025 or so: Windows 10 64-bit ver: 22H2, build 19045.6159

The PC update setting has the option to install latest updates as soon as they're available.

After the update in the end of July, 2025, the HP Smart app appears to start momentarily with a window popping up but cursor spinning, then exits immediately. We tried repairing the app, resetting the app, and re-installing the app, but nothing works.

Current HP Smart app info: ver: 160.1.1192.0 - released July 8, 2025

Also, we decided to start from scratch and remove the printer device from Windows and uninstall the HP Smart app and use the EasyStart full (offline driver package) here:

https://support.hp.com/us-en/drivers/swdetails/hp-officejet-pro-9120e-all-in-one-series/model/210142...

HPEasyStart-16.2.4-OJP9120_58_2_1857_Webpack.exe

But this too does not work, at least after Win10 update build 19045.6159

During setup, after supplying the printer's IP address, it correctly identified the printer, then after selecting to Continue to install drivers, it just spins on the screen: "Checking your software needs"

[Max3Aj]

@JimboJames, Hello and welcome to the HP Support Community!

Thanks for posting your question. I'm here to help you get things back on track.

I'm sorry to hear you're experiencing these issues with your HP OfficeJet Pro 9125e after the recent Windows 10 update. It's frustrating when something that was working perfectly stops, especially with critical software like the HP Smart app and the EasyStart driver package.

Here are a few steps we can take to troubleshoot and resolve this:

HP Smart App Crash Fix

This issue appears to be caused by a compatibility conflict between the latest HP Smart app and Windows 10 build 19045.6159.

Steps:

Uninstall HP Smart completely:

• Go to Settings > Apps > HP Smart > Uninstall.
• Also remove any leftover HP folders from:C:\Program Files\HP\ C:\ProgramData\HP\

Install an older version of HP Smart:

• Download HP Smart version 159.1.1100.0.
• Disable auto-updates in Microsoft Store to prevent it from upgrading again.

Run HP Smart in Compatibility Mode:

• Right-click the HP Smart shortcut > Properties > Compatibility tab.
• Check “Run this program in compatibility mode for Windows 8”.
• Also check “Run as administrator”.

HP EasyStart Installer Hang Fix

The EasyStart Webpack hanging at “Checking your software needs” is a known issue.

Steps:

Reset Winsock (network stack):

• Open Command Prompt as Administrator.
• Run:netsh winsock reset
• Restart your PC.

Install Full Feature Software Manually:

• Instead of EasyStart, download the full driver directly: HP OfficeJet Pro 9125e Full Software

Clean Slate Setup (Optional)

If issues persist, try a full clean reinstall:

1. Remove all HP software via Control Panel > Programs and Features.
2. Delete all HP printer entries from Devices and Printers.
3. Restart PC.
4. Reinstall using the full driver (not EasyStart).
5. Add printer manually via Settings > Devices > Printers > Add a printer using IP address.

Alternative Workaround

If HP Smart still fails, use Windows Fax and Scan or HP Scan and Capture (available in Microsoft Store) for scanning tasks.

I hope the information shared has been useful and resolves your concern.

Wishing you a smooth and hassle-free experience ahead!

If this solution helped, please click “Accepted Solution” so others can benefit too. Don’t forget to hit the “Yes” button if you found this helpful!

Warm regards,

Max3Aj

HP Support

[JimboJames]

Install an older version of HP Smart:

• Download HP Smart version 159.1.1100.0.
• Disable auto-updates in Microsoft Store to prevent it from upgrading again.

HP Smart app page: 
https://apps.microsoft.com/detail/9wzdncrfhwlh?hl=en-us&gl=US&ocid=pdpshare

How/where can I download the older version?

Run HP Smart in Compatibility Mode:

• Right-click the HP Smart shortcut > Properties > Compatibility tab.
• Check “Run this program in compatibility mode for Windows 8”.
• Also check “Run as administrator”.

I had to create a desktop link from the start menu shortcut. Right clicking the start menu shortcut does not have any of those options.

right-clicking that desktop link results in a link to the Windows store app (UWP) package installation path, not the traditional Win32 program:
C:\Users\$USER\AppData\Local\Packages\AD2F1837.HPPrinterControl_v10z8vjag6ke6

In fact, I don't know exactly where under that path the desktop shortcut links to because it's too long and the Target under properties cannot be clicked

and in HP Smart Properties (right-clicked desktop shortcut window) > Shortcut tab > Advanced
the "Run as administrator" option is greyed out
and the "Run in separate memory space" option is permanently selected

HP EasyStart Installer Hang Fix

The EasyStart Webpack hanging at “Checking your software needs” is a known issue.

Steps:

Reset Winsock (network stack):

• Open Command Prompt as Administrator.
• Run:netsh winsock reset
• Restart your PC.

Unfortunately, I reset winsock and it still hangs at the same spot.

Install Full Feature Software Manually:

• Instead of EasyStart, download the full driver directly: HP OfficeJet Pro 9125e Full Software

I do not see a way to download anything other than the EasyStart package and the firmware package on this printer's download page:

https://support.hp.com/us-en/drivers/hp-officejet-pro-9120e-all-in-one-series/model/2101420680

Clean Slate Setup (Optional)

Yes, I did this before but because I cannot install the HP drivers as shown above, I am currently using the stock Microsoft IPP driver, which does allow me to print but lacks some of HP specific features for quality settings

For scanning, I'm using the HP universal scan app which works for scanning, but lacks the OCR feature of provided by the HP Smart app

[Max3Aj]

@JimboJames, Thanks for the detailed follow-up. Here's a refined response based on your current situation and the limitations you've encountered:

Problem Summary

• HP Smart (UWP app) cannot be run in compatibility mode or elevated due to its packaging under AppData\Local\Packages\AD2F1837.HPPrinterControl....
• HP Smart version 160.1.1192.0 crashes on launch after Windows 10 build 19045.6159.
• HP EasyStart Webpack hangs at “Checking your software needs” even after Winsock reset.
• HP OfficeJet Pro 9125e driver page only offers EasyStart and firmware, no standalone full feature driver.
• You're currently using Microsoft IPP Class Driver for printing and HP Universal Scan for scanning, but missing OCR and quality settings.

Workarounds & Solutions

HP Smart App: Use Older Version via AppxBundle

Since HP Smart is a UWP app, it cannot be run in compatibility mode or elevated. To install an older version:

• Use a third-party archive site like Softpedia or FileHippo to search for:HP Smart 159.1.1100.0 AppxBundle
• Alternatively, try https://store.rg-adguard.net to generate direct Microsoft Store links:
  • Paste the HP Smart Store URL: https://apps.microsoft.com/detail/9wzdncrfhwlh
  • Select "ProductId" and "Retail", then click "Generate"
  • Look for older .appxbundle versions in the list and download manually.

You’ll need to install it using PowerShell:

Add-AppxPackage -Path "C:\Path\To\HPSmart.appxbundle"

Let me know if you'd like help locating a safe .appxbundle for version 159.1.1100.0.

HP OfficeJet Pro 9125e: Full Feature Driver Alternative

HP does not offer a standalone full feature driver for the 9125e. However, you can try:

• HP OfficeJet Pro 9020 series driver (same base hardware):
  • HP 9020 Full Software Solution
  • Choose Windows 10 (64-bit) and download the full solution (not EasyStart).

This may restore advanced print settings and scanning features including OCR.

Alternative Scanning with OCR

If HP Smart is unusable, consider:

• NAPS2 (Not Another PDF Scanner 2) – Free, supports OCR and TWAIN/WIA:
  • Download NAPS2
  • Works with most HP scanners and supports searchable PDFs.

Optional: Clean Setup Recap

1. Uninstall all HP software.
2. Remove printer from Devices and Printers.
3. Delete leftover folders:C:\Program Files\HP\ C:\ProgramData\HP\ C:\Users\$USER\AppData\Local\Packages\AD2F1837.HPPrinterControl...
4. Reboot.
5. Install HP 9020 driver or use IPP driver.
6. Use NAPS2 or HP Universal Scan for scanning.

I hope this helps!

If my response resolves your issue, please click “Accepted Solution” to help others find the answer. Also, don’t forget to click the “Yes” button to say thanks!

Take care and have a great day.

Max3Aj

HP Support