HP laptop crashes seconds after opening HP smart application.

[david6869]

When opening HP smart app on my Hp laptop the laptop crashes with a blue screen saying it is restarting. Only happens to this laptop mobile app works fine. It always happens seconds after opening the application.  

[Irfan_06]

Hi @david6869,

Welcome to the HP Support Community.

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

I see that you are facing an issue with your laptop crashing after the HP smart application is launched.

A) Please follow the steps below to perform a power drain.

1) Take out the cartridges

2) Unplug the power cord from the printer & wall.

3) Press and hold the power button down for 15 seconds and release the power button, wait for about 30 seconds.

4) Plug the power cord back into the printer and wall, ensure the printer is plugged into the wall & not into a surge protector.

5) Insert the cartridges back into the printer.

Remove the cartridges > Unplug the power cord > Wait for 30 seconds > Plug the power cord back in > Insert the cartridges

B) Uninstall the printer software by following the steps from this link and restart the devices.

C)  Install the printer software by clicking on the link again and let me know if that resolves the issue.

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!

I hope this helps.

Take care and have a good day

Irwin6

HP Support

[nbv_]

This has been happening for one of my users as well. And what @irwin6 suggested won't alleviate the problem.

When it blue screens, it has a Stop code of SYSTEM_SERVICE_EXCEPTION. Removing the drivers, HP Smart App, running an sfc scan and chkdsk, rebooting, then reinstalling the app and printer drivers fixed it for about 4 days before the computer started blue screening after opening up the HP Smart App again. What's been happening since is the computer will blue screen and upon logging back in after the crash, opening up the app no longer causes a blue screen.

We've never had an issue like this until the Windows Update that broke printer metadata was rolled out. After running the troubleshooter Windows provided and uninstalling the offending update, the blue screening still persists. At this point, I believe it is something specific to the HP Smart App caused by that initial bugged update.

Some real answers on this would be appreciated, otherwise I am going to have to wipe and rebuild this person's machine. Might do it anyways with how often the blue screen has happened.

[Irfan_06]

Hi @david6869,

I am sorry to hear that the above steps did not help much.

As you have performed all the possible steps to fix it and the issue still persists.

Please perform a recovery on the PC and reintall the HP smart app.

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!

I hope this helps.

Take care and have a great day ahead!

Irwin6

HP Support