HP smart App will not launch on Surface Pro X with windows 11

[SA54321]

Recently the HP Smart App will not launch on my Surface Pro X with Windows 11.  I have reset, repair and reinstalled the app.  Contacted Microsoft support and I did a reset of the Surface Pro X and it still did not launch.  When I click the app an outline of a box appears and then disappears.  Microsoft support states  HP may not have provided the necessary ARM based driver for the Surface Pro X.  My Surface Go launches the app with no problems.  Any ideas?  Surface Pro X is an expensive machine that I am unable to use since I have no scanning abilities without the app.  The printer does print just fine.

[Raj_05]

Hi @SA54321,

Welcome to HP Support Community.

Thank you for posting your query, I will be glad to help you.

It seems the HP Smart App may not be fully optimized for ARM-based devices like your Surface Pro X, especially if the necessary drivers or compatibility updates haven't been provided. Given that your Surface Go (which likely uses an Intel-based processor) works fine, the issue is likely specific to the ARM-based architecture of the Surface Pro X.

Here are some steps you can try to work around this issue.

Check for ARM-Specific Updates:

• Ensure your Surface Pro X is fully updated, including Windows 11 and any ARM-specific updates.
• Check HP's official website for any updates to the HP Smart App specifically for ARM-based devices or new drivers.

Try the Windows Store Version of HP Smart App:

• Make sure you're downloading the version of the HP Smart App directly from the Microsoft Store, which may be more up-to-date for ARM-based devices than a standard installer.

Use HP Print and Scan Doctor:

• If HP Smart is unresponsive, you can try using HP Print and Scan Doctor to diagnose and fix scanning issues. While this tool is generally intended for printers, it might help with scanning functionality on ARM devices.
• Download from HP's support page.

Use Web-Based Scanning:

• Many HP printers, including the OfficeJet 5745, support web-based scanning through the embedded web server (EWS).
• To access this, find the printer's IP address (by printing a network configuration page) and enter it into a web browser. This should open a control panel where you can scan documents directly without needing the HP Smart App.

These steps should help you regain scanning functionality or work around the HP Smart App issue. Let me know if any of these work!

I hope this helps.

Take care and have a good day.

Please click “Accepted 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!

Alden4

HP Support 

[zweidaves1]

the issue is it was working fine and for many like me it stopped working, according to microsoft this is not an a conflict with the operating system, to me it seems like HP want to discontinue support for printers via it HP Smart for older printers. that is what it seems to be. Now id like HP to prove this is different 

[SA54321]

Still not working.  Very frustrated!

[Repairatrooper]

Download the Smart UPD driver for ARM based computers.

[SA54321]

Hello, I downloaded HP Smart Universal Printing Driver for Window V4 (ARM 64bit).  I got the same results, app appeared to respond but flashed off almost instantly.

[zweidaves1]

HP Smart Universal Printing Driver for Window V4 (ARM 64bit)  I down loaded it and it printed a test page and i confirmed i can print documents and opened the printer properties but were or what  is the scanner app so i can scan documents that works with the document feeder and glass? the driver for the ARM 64 bit did not install the Smart app an HP program or app. Adobe Acrobat cannot find a scanner now either

[Rene1970]

Indeed want support for how to make HP Smart work on the Surface Pro X laptop with windows 11. Not on how to make alternative scanner programs of things like that work. I think HP should provide an update on the  HP Smart to solve this issue.

[SA54321]

I agree but HP appears to not be listening or caring,

[zweidaves1]

IMPORTANTLY URGENT: Simply put HP smart will not work with a Microsoft Surface ARM. the HP Smart works on our android , apple, Windows 11 desktop, and Windows 10 laptop and HP has not done anything as this issue began sporadically,  earlier in 2024 so we gave up and purchased another brand of printer and have had it with HP, once a trusted company but i noticed their current line of printers has little to offer and useless without HP Smart. 

The resolution is a two step solution until a new non HP printer arrives from another manufacture that is Problematic for me.

4 things important to note;

1.  the the age of printer is not an issue if it once worked with HP Smart, since it the same printer and software still work on other operating systems

2. the standalone ARM driver that was posted will allow the printer to be accessed via MS office and adobe programs but wont scan multiple pages from the feeder into existing Docs only one at a time from the feeder.

3. the scanner function is the only thing that doesn't work so i purchased the full version of Doc Scan PDF Scanner / (better app creator)  from the Microsoft store which will scan multiple pages from the document feeder. 

4. if an unknown company such as Better APP, can create a scanner program that works with Surface Pro X then HP should be able to modify HP Smart to work far more quickly and efficiently, HP has essentially refused to, thus the company has failed consumers and i don't purchase from failed companies. END OF STORY

Having my first HP printer in the early 90s i was a devote supporter of HP, my support for HP has ended for not only printers but laptops as well. I have learned i cannot trust HP, this support center and online help seeking was irritating at best, it is not how customer service is supposed to work. I suspect the failure of HP Smart AP is affecting millions of people.