HP Smart crashes on startup in MAC OS 10.14.5

[AlainThePro]

So I found the following steps :

1.) Open Finder and click Applications

2.) Move HP Smart App to Trash and clear the Trash.

3.) Open Finder then click Go and Click Home.

4.) Click View then Click Show View Options. Check the box Show Library Folder.

The change is instantaneous and the Library folder will immediately becomes visible.

5.) Open Library and Open Application Support, move HP Smart folder to Trash and clear the Trash

6.) Download and install HP Smart App from mac app store

which are not up to date because you have to go delete in the Library folder, there is a sub Folder called Containers and then delete the folder called "com.hp.SmartMac". I also have to reset my printers parameters. And then  HP Smart works after configuration of the printer ONCE.

When i quit it, it crashes again on startup.

I'm sure there is something more we can do so that i don't have to do this everytime, I thought i bought a product to make my life easier not harder.

Thanks !

[TEJ1602]

@AlainThePro, Welcome to HP Support Community!

I understand the Hp Smart App crashes on startup. Let us try to isolate the issue further-

Create a new user account and launch the application. Refer to the link Set up users, guests, and groups on Mac for help.

Keep me posted for further assistance.

Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution. Click the “Kudos/Thumbs Up" on the bottom right to say “Thanks” for helping!

[AlainThePro]

First, thanks for your time and support.
I followed your instructions, and the result is the same.
It works when I delete the concerned folders in library/containers/ AND the printer settings BUT it works only ONCE, and crashes again on next startup, unless i follow those steps once more.

[JonW]

Hi there,

You could try completely removing HP Smart and then reinstalling it from the Apps Store.

Below are some instructions to help.

To delete the 4.5.2 version:

 

1. Open Applications and delete: HPSmart.app
2. Open: Macintosh HD/Users/Admin/Library/Containers
3. Delete this folder: com.hp.SmartMac
4. Empty the trash

To delete the 3.6 version:

 

1. Open Applications and delete: HPSmart.app
2. Open: Macintosh HD/Users/admin/Library/Application Support
3. Delete this folder: HP Smart
4. Empty the trash

To delete the HPID login:

 

1. Open: Applications/Utilities/Keychain Access.app

Delete each instance of the HP application password

[AlainThePro]

Thanks for the detailed reply.

Unfortunately, i followed your instructions (apparently i had version 4.5.2) and it still does the same thing.
For your information, I had already downloaded the app from Mac App Store.

[JonW]

Would you be able to collect some logs for us?

We have checked and you are running the latest version of the App.

Would you be able to collect some logs for us?

Please send the logs via email to hpsmartmac@hp.com

Collecting logs

1. Run HP Smart and Click on About HP Smart.
2. Click on the HP Smart Logo 10 times.
3. Click Logging
4. Click OK
5. Close HP Smart
6. Reopen and try and do the setup again.

Disable logging

1. Run HP Smart and Click on About HP Smart.
2. Click on the HP Smart Logo 10 times.
3. Unclick Logging
4. Click OK
5. Close HP Smart

[AlainThePro]

I just sent you a mail containing the log after a startup crash.

Thanks !

PS :

For anyone wondering where to collect the log file, you go :

Library -> Containers -> com.hp.SmartMac⁩ -> Data -> Library -> Application Support -> HP smart -> HP Smart.log

[JonW]

Thanks for sending the logs.

I have passed them over to the developers