HP Smart freezes during launch

[Jeisco]

HP Smart freezes during launch

I am using an HP ENVY 6400e

[Hawks_Eye]

Hi @Jeisco 

Welcome to the HP Support Community! We're here to help you get back up and running.

Thanks for the info — if HP Smart freezes during launch on your HP ENVY 6400e setup, that usually points to either a software corruption, OS conflict, or network communication issue. 

Let’s go through a few proven steps to fix it:

1. Restart the HP Smart App (Fully)

Press Ctrl + Shift + Esc to open Task Manager

Find any HP Smart process and end task

Then try to relaunch HP Smart

2. Disconnect Printer Temporarily

Turn off your HP ENVY 6400e and unplug it from power

Restart your computer

Launch HP Smart with the printer disconnected

If it opens, the issue may be related to device communication — we’ll fix that next

3. Clear HP Smart Cache (Windows)

HP Smart stores settings that can corrupt over time.

Navigate to:
C:\Users\<YourUsername>\AppData\Local\Packages\AD2F1837.HPPrinterControl_*

Delete or rename this folder (back it up if needed)

Restart the app

Note: You’ll need to re-sign in to HP Smart afterward.

4. Reinstall HP Smart

For Windows:

Go to Settings > Apps > Installed apps

Uninstall HP Smart

Open Microsoft Store, search for “HP Smart,” and reinstall it

For macOS:

Drag HP Smart to Trash

Reinstall from the Mac App Store

5. Check Network Issues

Ensure the PC and the HP ENVY 6400e are on the same Wi-Fi network

Disable VPNs or Firewalls temporarily

Try connecting via USB to see if the issue is network-related

If It Still Fails…

Let me know:

Your OS version (Windows/macOS and version number)

Any error messages

Whether the app used to work before and when it stopped

I'll guide you from there.

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Take care, and have an amazing day!

Regards, 

Hawks_Eye