HP Smart app crashes seconds after launch

[NobleKangaroo]

Hi HP community,

On a relatively fresh (about 3 weeks old now) Windows 10 re-install, I installed the HP Smart app to add a printer that was configured on the previous Windows 10 install. After signing in, the app crashed with no error; it simply disappeared. Trying to launch the app again, it crashes right after opening (about 5 seconds). Checking Event Viewer, the error seems to be related to KERNELBASE.dll.

From Windows Event Viewer error:

Faulting application name: HP.Smart.exe, version: 140.1.307.0, time stamp: 0x6360271a
Faulting module name: KERNELBASE.dll, version: 10.0.19041.2130, time stamp: 0xb0fac6c9
Exception code: 0xc000027b
Fault offset: 0x000000000010fdf2
Faulting process id: 0x291c
Faulting application start time: 0x01d8f034bc4b25bb
Faulting application path: C:\Program Files\WindowsApps\AD2F1837.HPPrinterControl_140.1.307.0_x64__v10z8vjag6ke6\HP.Smart.exe
Faulting module path: C:\WINDOWS\System32\KERNELBASE.dll
Report Id: 0cd52891-c60c-4326-860c-e2564d6869ee
Faulting package full name: AD2F1837.HPPrinterControl_140.1.307.0_x64__v10z8vjag6ke6
Faulting package-relative application ID: AD2F1837.HPPrinterControl

Any help would be great. Thank you.

Regards,

Chris

Edit: This appears to be related to HP Smart app crashes on app startup (8178579). Additionally, I've followed a few troubleshooting steps to no avail.

- Microsoft Store apps crash with Exception Code 0xc000027b

- Fix: Windows Store Crash Exception Code 0xc000027b

[Dragon-Fur]

@NobleKangaroo 

Welcome to the HP Community Forum.

Try / Consider

=+=+=+=+=+=+=+=+=+=+=+=+=+=+=+=+=+=+=+=+=+=+=+=+=+=+=+=+=+=+=+=+=+=+=+=+

Restart everything, including the router that controls your network.

No Joy?

Reset the HP Smart Application

Reset the HP Smart application - This action removes the app data.

Open Settings > Apps > Apps and Features

Search and Find HP Smart in the apps list

Open Advanced options > Reset the app

Restart the computer and log in

Open HP Smart > Sign in > Add Printer(s)

HP_Smart_Win_Apps-and-Features_ Reset_3

If the app Reset does not work

Consider

Uninstall the HP Smart App from Settings > Apps > Apps and Features

Restart the computer and log in

“Get” a new copy of the HP Smart application from the Microsoft Store

Open HP Smart > Sign in > Add Printer(s)

=+=+=+=+=+=+=+=+=+=+=+=+=+=+=+=+=+=+=+=+=+=+=+=+=+=+=+=+=+=+=+=+=+=+=+=+

References / Resources

HP Smart for Windows

HP Smart is an application available in the Microsoft Store

OR

Open the Homepage / Support Website for your printer

Category Software and Drivers > Check/ Get the App

>>> Open and Read >>> HP printer setup (HP Smart app)

NOTES: 

• Read FAQ -  including - What are the requirements to set up a printer using the HP Smart app?

• Disconnect from Virtual Private Network (VPN) connection before downloading.

• Turn on Wi-Fi on your computer or mobile device and connect to your network. If the computer is connected to the network with an Ethernet cable, temporarily disconnect the cable and use the Wi-Fi connection during the setup.

• Enable Bluetooth for an HP Smart app setup: Enable Bluetooth on your computer or mobile device so that HP Smart can detect the printer during the setup.  Source: How to scan with an HP printer > FAQ > Why can't I connect my wireless printer or scan over the network?

• HP Smart requires that you sign into the application using your HP Account credentials.

• When working through a browser to access HP Smart, be sure you have Cookies enabled.  If cookies are enabled and you are having trouble, clear Cache and Cookies.   And / Or … Try a different browser – assign that browser as the Default. (Note:  Chrome not working?  Use / Assign a different default browser.)

• Where possible, HP Smart benefits (likes) having the Full Feature Software / full driver printer software installed.  For example, full driver provides access to Shortcuts and Printing Preferences.

• “Share” to email – Before using Share, add your sender email address to the Windows Mail application

• Document includes the HP Smart application download links for Windows and Mobile devices, plus an FAQ section to assist with questions / issues.
  •  FAQ examples: 
    • What are the requirements to use the HP Smart app?
    • Which printers are compatible with the HP Smart app?
    • Why do I need to sign in or create an account to use the HP Smart app features?
    • Which languages does the HP Smart app support?
  • Older versions of the HP Smart app no longer support the required login feature.
  • Update the application to the latest version to access / use HP Smart

Help Here:  Unable to download and install the HP Smart printer app

HP Printer Home Page - References and Resources – Learn about your Printer  - Solve Problems

“Things that are your printer”

When the website support page opens, Select (as available) a Category > Topic > Subtopic

NOTE:  Content depends on device type and Operating System

Categories:  Alerts, Access to the Print and Scan Doctor (Windows), Warranty Check, HP Drivers / Software / Firmware Updates, How-to Videos, Bulletins/Notices, Lots of How-to Documents, Troubleshooting, Manuals > User Guides, Product Information (Specifications), Supplies, and more

Open

 Product Home

Enter the device type and model name of your HP device

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[NobleKangaroo]

Hi Dragon-Fur,

Thank you for the suggestions. After following them all, I still have not had any success. I did reset the app, also then re-installed it, and have rebooted my computer and router; however, these did not resolve the issue. It's weird that the app worked on the old Windows install. I may have to end up calling HP on Monday. Have a great weekend.

Regards,

NobleKangaroo