Norton 360 VPN interfering with HP Smart app

[MAHRJB]

I installed HP Smart app on my Windows 11 home desktop.  The app could not find my HP Envy Inspire printer.  I disabled my Norton 360 VPN and HP Smart app does finds the printer.  I tried printing from other apps like Microsoft 

Excel and select HP Smart Printing as the printer,  HP Smart pops up and says it cannot find a printer.  

Selecting HP Smart Printing as my printer only works when I disable VPN.  

The solution would be to add HP Smart app to split tunnelling in VPN but the HP Smart app is hidden.  Does anyone know where to find the app.

The printer is on the same network as my desktop.  I can print to my printer if I select it instead oh HP Smart Printing.

[Kuroi_Kenshi]

Hi @MAHRJB,

Welcome to the HP Support Community! 

Thanks for reaching out about your query regarding Norton 360 VPN interference with the HP Smart App!

We're thrilled to have the opportunity to assist you and provide a solution.

If your Norton 360 VPN is interfering with the HP Smart app's ability to find and communicate with your HP Envy Inspire printer, you might need to configure Norton settings to allow the HP Smart app to function correctly while the VPN is enabled. Here are some steps you can take to resolve this issue:

1. Add HP Smart App and Printer to Norton 360 Firewall

Configuring the Norton 360 firewall settings to allow the HP Smart app and printer communication:

Open Norton 360:

1. Launch the Norton 360 application from your system tray or start menu.

Configure Firewall Settings:

1. Click on 'Settings'.
2. Go to 'Firewall'.
3. In the 'Program Control' tab, find the HP Smart app. If it is not listed, click on 'Add' to add the HP Smart app.
4. Set the access level to 'Allow' for the HP Smart app.

Add Your Printer:

1. Go to the 'Network' tab.
2. Ensure that your HP printer's IP address is included in the network trusted list.

2. Configure VPN Split Tunneling (if supported by Norton 360)

Split tunneling allows you to route certain traffic outside the VPN, enabling the HP Smart app and printer communication without disabling the VPN entirely:

• Enable Split Tunneling:
  1. Open Norton 360 and go to 'Settings'.
  2. Navigate to the 'VPN' section.
  3. Find the 'Split Tunneling' feature and enable it (if available).
  4. Add the HP Smart app to the list of applications that should bypass the VPN.

3. Temporarily Disable VPN for Printing

As a temporary measure, if configuring Norton 360 does not resolve the issue, you might need to disable the VPN whenever you need to print using the HP Smart app:

• Disable VPN Temporarily:
  1. Open Norton 360, go to 'My Norton', and click on 'Turn Off' next to the Secure VPN section.
  2. Ensure to re-enable the VPN after you have completed your printing tasks.

4. Use a Different VPN Configuration

If the above steps do not work, consider using a different VPN configuration or service that supports better integration with networked devices. Sometimes alternative services like split tunneling or using an alternative VPN service can help in these situations.

I hope this helps.

I'm glad I could help! 😊 If this resolved your issue, please mark it as "Accepted Solution" and click "Yes" on "Was this reply helpful?" Your feedback not only keeps us going but also helps others find the solution faster! 👍✨

Take care and have an amazing day ahead! 🚀

Best regards,

[MAHRJB]

Thank you for your response,

I tried items 1 &2 but I cannot find the HP Smart app or HP Inspire printer listed.  I tried to add the app but I can't find it.  Can you tell the name and location for the app and printer.  It seems HP has hidden them or imbedded them in the OS.

Item3 is not something I want to.  I rather uninstall the HP Smart app.  HP support is telling me to use HP Smart but not how to get it to work with a VPN.

[Kuroi_Kenshi]

Hi @MAHRJB,

Thank you for the update.

On Windows 11, HP Smart is a Microsoft Store (UWP) app, so it doesn’t show up like regular .exe programs in Program Files. But here’s how you can locate it:

HP Smart Executable Path:

Press Windows + R → type: shell:AppsFolder 

This opens the hidden Applications folder with all installed UWP apps.

Look for HP Smart. Right-click → choose Create Shortcut on desktop.

Now right-click the shortcut, then choose Open file location (it might be grayed out). If not visible, continue to next steps.

Actual App Executable (for firewall/split tunneling):

The HP Smart executable resides in: C:\Program Files\WindowsApps\AD2F1837.HPPrinterControl_* 

(Full folder name varies slightly based on version, e.g., AD2F1837.HPPrinterControl_150.1.510.0_x64__v10z8vjag6ke6)

But there's a catch:

This folder is hidden and protected by Windows. To access it:

Open File Explorer.

Go to C:\Program Files\WindowsApps → right-click → Properties > Security tab > Advanced.

Take ownership of the folder (can use a tool like TakeOwnershipEx or do it manually).

Once inside, look for the HP Smart folder.

Inside you’ll find HP.Smart.exe, this is what you need to whitelist or add to split tunneling in Norton.

Important: Changing access to WindowsApps can break other apps, so proceed with caution or copy just the EXE path if possible.

For the Printer:

The printer might not need to be added directly, but make sure its IP address is trusted or excluded from VPN routing. You can find your printer's IP via:

Printer control panel > Network settings

Or from your router's device list

Add that IP to Norton > Settings > Firewall > Network Trust as a Trusted Device.

Alternate Workaround (without navigating protected folders):

Temporarily disable Norton VPN.

Open HP Smart and connect to the printer.

Go to Norton VPN → enable split tunneling.

Use Task Manager > Details tab, find the running HP.Smart.exe.

Right-click → Open File Location → note the full path.

Add that path to Norton’s split tunneling settings.

I hope this helps.

I'm glad I could help! 😊 If this resolved your issue, please mark it as "Accepted Solution" and click "Yes" on "Was this reply helpful?" Your feedback not only keeps us going but also helps others find the solution faster! 👍✨

Take care and have an amazing day ahead! 🚀

Best regards,