Hp Smart App not opening on Mac

[aliefe]

I can't open Hp  app on my mac computer, even i connected to the printer and i can get print outs i can't use scanner mode because of the program. i deleted app and i deleted from the library and installed again for 5 times i can't open. it just stucks on entering screen and circle keeps turning until it crashes. I can run hp smart on windows on bootcamp smoothly.

i have a full crash log if it helps.

[aliefe]

This is the beginning of crash log;

Date/Time: 2020-03-03 12:19:31 +0300
End time: 2020-03-03 12:22:37 +0300
OS Version: Mac OS X 10.15.3 (Build 19D76)
Architecture: x86_64h
Report Version: 29

Data Source: Stackshots
Shared Cache: 0x2186000 2A67FEBF-4745-3987-ADB9-91D70D5AE760

Command: HP Smart
Path: /Applications/HP Smart.app/Contents/MacOS/HP Smart
Identifier: com.hp.SmartMac
Version: 4.5.2 (466)
App Item ID: 1474276998
App External ID: 834582700
Parent: launchd [1]
PID: 4210

Event: hang
Duration: 185.62s
Duration Sampled: 1.10s (process was unresponsive for 185 seconds before sampling)
Steps: 11 (100ms sampling interval)

Hardware model: MacBookPro14,3
Active cpus: 8

Time Awake Since Boot: 8300s
Time Since Wake: 640s

Fan speed: 2161 rpm

--------------------------------------------------
Timeline format: stacks are sorted chronologically
Use -i and -heavy to re-report with count sorting
--------------------------------------------------

Heaviest stack for the main thread of the target process:
11 start + 1 (libdyld.dylib + 108541) [0x7fff652527fd]
11 ??? (HP Smart + 243556) [0x10b442764]
11 ??? (HP Smart + 239880) [0x10b441908]
11 ??? (HP Smart + 761683) [0x10b4c0f53]
11 ??? (HP Smart + 749282) [0x10b4bdee2]
11 ??? (HP Smart + 2737436) [0x10b6a351c]
11 ??? (HP Smart + 2707719) [0x10b69c107]
11 ??? (HP Smart + 1415571) [0x10b560993]
11 ??? [0x10bca5291]
11 ??? [0x10f7c47f3]
11 ??? [0x10f7c49d5]
11 NSApplicationMain + 777 (AppKit + 13413) [0x7fff2aece465]
11 -[NSApplication run] + 658 (AppKit + 200862) [0x7fff2aefc09e]
11 -[NSApplication(NSEvent) _nextEventMatchingEventMask:untilDate:inMode:dequeue:] + 1352 (AppKit + 258944) [0x7fff2af0a380]
11 _DPSNextEvent + 990 (AppKit + 265124) [0x7fff2af0bba4]
11 _BlockUntilNextEventMatchingListInModeWithFilter + 64 (HIToolbox + 192807) [0x7fff2c89b127]
11 ReceiveNextEventCommon + 600 (HIToolbox + 193437) [0x7fff2c89b39d]
11 RunCurrentEventLoopInMode + 292 (HIToolbox + 194141) [0x7fff2c89b65d]
11 CFRunLoopRunSpecific + 499 (CoreFoundation + 535507) [0x7fff2dd45bd3]
11 __CFRunLoopRun + 1272 (CoreFoundation + 538432) [0x7fff2dd46740]
11 __CFRunLoopDoSources0 + 209 (CoreFoundation + 542932) [0x7fff2dd478d4]
11 __CFRunLoopDoSource0 + 103 (CoreFoundation + 543424) [0x7fff2dd47ac0]
11 __CFRUNLOOP_IS_CALLING_OUT_TO_A_SOURCE0_PERFORM_FUNCTION__ + 17 (CoreFoundation + 543521) [0x7fff2dd47b21]
11 __NSThreadPerformPerform + 254 (Foundation + 641195) [0x7fff304248ab]
11 ??? (HP Smart + 237394) [0x10b440f52]
11 ??? (HP Smart + 232779) [0x10b43fd4b]
11 ??? (HP Smart + 227430) [0x10b43e866]
11 ??? (HP Smart + 2726431) [0x10b6a0a1f]
11 ??? (HP Smart + 2714430) [0x10b69db3e]
11 ??? (HP Smart + 1415571) [0x10b560993]
11 ??? [0x10f72e911]
11 ??? [0x112011237]
11 ??? [0x111fa7a2b]
11 ??? [0x112011542]
11 ??? [0x11200f7b3]
11 ??? [0x11200f7b3]
11 ??? [0x11201032b]
11 ??? [0x112011a97]
11 ??? [0x111fa7a2b]
11 ??? [0x112011542]
11 ??? [0x11200f7b3]
11 ??? [0x11201032b]
11 ??? [0x112011a97]
11 ??? [0x111fa7a2b]
11 ??? [0x112011542]
11 ??? [0x11200f7b3]
11 ??? [0x11201032b]
11 ??? [0x112011a97]
11 ??? [0x111fa7a2b]
11 ??? [0x112011542]
11 ??? [0x117365a43]
11 ??? [0x117365bb3]
11 ??? [0x11736656b]
11 ??? [0x1173666cb]
11 ??? [0x117368883]
11 ??? [0x117368a1b]
11 ??? [0x117369197]
11 ??? [0x11736939b]
11 ??? [0x11736a007]
11 ??? [0x11736a203]
11 ??? [0x11736e1ab]
11 ??? [0x11736e30b]
11 ??? [0x11736e43f]
11 ??? [0x11736ec43]
11 ??? [0x11737065b]
11 ??? [0x11700bf9b]
11 ??? [0x117031bcb]
11 ??? [0x117031f83]
11 ??? [0x11703570b]
11 ??? [0x117035d3d]
11 ??? (HP Smart + 2651705) [0x10b68e639]
11 ??? (HP Smart + 3201430) [0x10b714996]
11 ??? (HP Smart + 3201746) [0x10b714ad2]
11 ??? (HP Smart + 3626029) [0x10b77c42d]
11 __psynch_cvwait + 10 (libsystem_kernel.dylib + 15590) [0x7fff65395ce6]
*11 psynch_cvcontinue + 0 (pthread + 19403) [0xffffff7f81995bcb]

Process: HP Smart [4210]
UUID: B9FC1D61-7FC8-355D-B487-8B3D993BE247
Path: /Applications/HP Smart.app/Contents/MacOS/HP Smart
Architecture: x86_64
Parent: launchd [1]
UID: 502
Footprint: 108.18 MB
Start time: 2020-03-03 12:22:36 +0300
End time: 2020-03-03 12:22:37 +0300
Num samples: 11 (1-11)
CPU Time: 0.004s (6.9M cycles, 2.6M instructions, 2.70c/i)
Note: Unresponsive for 185 seconds before sampling
Note: 2 idle work queue threads omitted

Thread 0x120ca DispatchQueue "com.apple.main-thread"(1) Thread name "tid_307" 11 samples (1-11) priority 47 (base 47)
<process frontmost, thread QoS user interactive (requested user interactive), process unclamped, process received importance donation from WindowServer [480], IO tier 0>
11 start + 1 (libdyld.dylib + 108541) [0x7fff652527fd] 1-11
11 ??? (HP Smart + 243556) [0x10b442764] 1-11
11 ??? (HP Smart + 239880) [0x10b441908] 1-11
11 ??? (HP Smart + 761683) [0x10b4c0f53] 1-11
11 ??? (HP Smart + 749282) [0x10b4bdee2] 1-11
11 ??? (HP Smart + 2737436) [0x10b6a351c] 1-11
11 ??? (HP Smart + 2707719) [0x10b69c107] 1-11
11 ??? (HP Smart + 1415571) [0x10b560993] 1-11
11 ??? [0x10bca5291] 1-11
11 ??? [0x10f7c47f3] 1-11
11 ??? [0x10f7c49d5] 1-11
11 NSApplicationMain + 777 (AppKit + 13413) [0x7fff2aece465] 1-11
11 -[NSApplication run] + 658 (AppKit + 200862) [0x7fff2aefc09e] 1-11
11 -[NSApplication(NSEvent) _nextEventMatchingEventMask:untilDate:inMode:dequeue:] + 1352 (AppKit + 258944) [0x7fff2af0a380] 1-11
11 _DPSNextEvent + 990 (AppKit + 265124) [0x7fff2af0bba4] 1-11
11 _BlockUntilNextEventMatchingListInModeWithFilter + 64 (HIToolbox + 192807) [0x7fff2c89b127] 1-11
11 ReceiveNextEventCommon + 600 (HIToolbox + 193437) [0x7fff2c89b39d] 1-11
11 RunCurrentEventLoopInMode + 292 (HIToolbox + 194141) [0x7fff2c89b65d] 1-11
11 CFRunLoopRunSpecific + 499 (CoreFoundation + 535507) [0x7fff2dd45bd3] 1-11
11 __CFRunLoopRun + 1272 (CoreFoundation + 538432) [0x7fff2dd46740] 1-11
11 __CFRunLoopDoSources0 + 209 (CoreFoundation + 542932) [0x7fff2dd478d4] 1-11
11 __CFRunLoopDoSource0 + 103 (CoreFoundation + 543424) [0x7fff2dd47ac0] 1-11
11 __CFRUNLOOP_IS_CALLING_OUT_TO_A_SOURCE0_PERFORM_FUNCTION__ + 17 (CoreFoundation + 543521) [0x7fff2dd47b21] 1-11
11 __NSThreadPerformPerform + 254 (Foundation + 641195) [0x7fff304248ab] 1-11
11 ??? (HP Smart + 237394) [0x10b440f52] 1-11
11 ??? (HP Smart + 232779) [0x10b43fd4b] 1-11
11 ??? (HP Smart + 227430) [0x10b43e866] 1-11
11 ??? (HP Smart + 2726431) [0x10b6a0a1f] 1-11
11 ??? (HP Smart + 2714430) [0x10b69db3e] 1-11
11 ??? (HP Smart + 1415571) [0x10b560993] 1-11
11 ??? [0x10f72e911] 1-11
11 ??? [0x112011237] 1-11
11 ??? [0x111fa7a2b] 1-11
11 ??? [0x112011542] 1-11
11 ??? [0x11200f7b3] 1-11
11 ??? [0x11200f7b3] 1-11
11 ??? [0x11201032b] 1-11
11 ??? [0x112011a97] 1-11
11 ??? [0x111fa7a2b] 1-11
11 ??? [0x112011542] 1-11
11 ??? [0x11200f7b3] 1-11
11 ??? [0x11201032b] 1-11
11 ??? [0x112011a97] 1-11
11 ??? [0x111fa7a2b] 1-11
11 ??? [0x112011542] 1-11
11 ??? [0x11200f7b3] 1-11
11 ??? [0x11201032b] 1-11
11 ??? [0x112011a97] 1-11
11 ??? [0x111fa7a2b] 1-11
11 ??? [0x112011542] 1-11
11 ??? [0x117365a43] 1-11
11 ??? [0x117365bb3] 1-11
11 ??? [0x11736656b]

[JonW]

Hi there,

I am not sure if you are able to get the HP Smart App to open?

If you are would you be able to collect some logs for us?

How to setup log collection

Would you be able to collect some logs for us?

If you are able to collect logs please send them to this email address.

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

Ignore the version this is from a test PC

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

[JonW]

Also would you be able to answer some of these questions for us?

• What specific version of HP Smart does he have?  From the app store or from hp.support.com?   When did he get it?
• Did he have a version from last year (from hp.support.com)?
• How is he connecting the printer?  Wifi?
• What version of Catalina?  10.15.2 or beta or what?
• What Country and language is he using
• Can he get to the HP Smart About menu on the title bar before it crashes?  If so then give instructions on how to enable logging.
• Can you ask him to make sure that the library/Application Support/HP Smart folder is deleted (this is for last year version of HP Smart SW from hp.com)
• Can you ask him to make sure that the library/Containers/com.hp.SmartMac folder is deleted (this is for this year version of HP Smart SW from app store)
• Also you can have him delete the keychain for HP Smart by going to Spotlight search (magnifying glass icon in upper right hand corner) and type in Keychain then click on Login Keychain and search for any “HP Smart” passwords and delete them
• Reboot

[aliefe]

Hi Jon, thanks for your reply,

I sent log files to that e-mail.

I’m using the latest updated version from mac app store. i'm connecting to printer through wifi. my os is catalina 10.15.3. Turkey and Turkish. i've sent logging. i deleted library folders and keychains but problem is ongoing.