New Envy Pro 6430 - Smart App keeps crashing, printer essentially useless.

[Dewdropdeb]

Just bought new printer, trying to install. Downloaded app on Macbook and it repeatedly crashes. I've uninstalled, reinstalled, rebooted laptop etc etc and nothing. Installed it on my phone and it doesn't detect the printer.  Overall a bit frustrated, what am I supposed to do with a printer I can't bloody set up!?!

[Jay_G24]

Hi @Dewdropdeb,

I'd like to help!

I understand you are facing issues with the HP Smart app.

To assist better -

1. How is the printer connected to the device USB or wireless?
2.  I would like to know, is your router set to work on 2.4 GHz network or 5 GHz network band?
3. What is the distance between the router and the printer?
4. Is there antivirus software installed on your Mac?
5. Could you perform a ping test  and let me know the results? Use the printer IP address to perform a ping test, the printer IP can be located by selecting the wireless icon on the printer display.

Perform a ping test to check the connectivity

1. Click Applications > Utilities > Terminal.

type ping "IP address" and press enter

Wait until 10 pings have been performed and then press ctrl c on the keyboard and hit return. 

The results will appear.

Share the ping test results.

Hope this helps! Keep me posted. 

And, Welcome to the HP Support Community. 

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

[Dewdropdeb]

Thanks for the reply but I fail to see how any of that is relevant at this stage. The problem is not the printer, it's the app. I install it, I open it, it crashes.  If I managed to get to a point where I was able to connect the printer and then had issues your questions would be relevant, but the point is the app just crashes the second you open it. 😕 

[Jay_G24]

Try the below suggestions -

1. Uninstall HP Smart -please delete from /Users/Username/Library/Application Support/HP Smart. Then delete HP Smart from the Applications folder
2. Try updating mac/ios and printer firmware
3. Install HP Smart from the APP store 
   Try updating mac and printer firmware
    
   To update the printer's firmware, refer - HP Printers - Updating or Upgrading Printer Firmware 
    To update Mac, try these steps - How to update the software on your Mac

Hope this helps! Keep me posted.