HPSmart repeatedly requests KeyChain password and will not accept the 'deny' option

[Asb0606]

I am running MacOS BigSur 11.2.1 and have installed the HP Smart App. I already have an HP account and have previously registered my HP Envy 5000 3-in-1 appliance.

Recently when I open the app, I continually get the request to enter my KeyChain login details and allow HPSmart to use the stored credentials.  When I click on 'Deny' (because I do not use Keychain) which I believe should allow me to enter my HP credentials manually, the box asking for the keychain password just keeps reappearing. 

I have tried uninstalling HPSmart and reinstalling (but did not restart my Mac) and that made no difference.

Is this a known issue with BigSur 11.2.1?

What can I do to fix this problem?

Thanks in advance.

[sandytechy20]

@Asb0606

Welcome to the HP support community.

How did you uninstall the HP Smart app?

Meanwhile:- 

1. Disconnect the USB cable from the printer, if necessary. 

2. Click Finder  in the Dock. 

3. In the menu bar, click Go, click Applications, and then open the HP or Hewlett Packard folder. 

   • If HP Uninstaller is in the folder, double click it to uninstall the software, and then skip to the step to prepare the printer for the driver installation. 

   • If HP Uninstaller is not in the folder, continue to the next step. 

4. Click and drag the HP or Hewlett Packard folder to the Trash icon in the Dock. 

5. In the menu bar, click Go, click Go to Folder, type /Library/Printers, and then click Go. 

6. Click and drag the HP or Hewlett Packard folder to the Trash icon in the Dock. 

7. Right-click or Ctrl + click the Trash icon, and then select Empty Trash. 

8. Prepare the printer for the driver installation. Make sure it is turned on, cartridges are installed, and plain paper is loaded in the main tray. 

Download and install HP Smart app

Refer the steps mentioned in this document:- Click here

Let me know how it goes.

To thank me for my efforts to help you, please mark my post as an accepted solution so that it benefits several others.

Cheers.

[Asb0606]

Hi Sandytechy20,

Thanks for your advice.

Were the instructions meant for Mac or Windows?

Anyway, on my Mac, I could not find the uninstall app, so I sent the HP Smart app to the bin, then emptied the bin as instructed. I went to the mac app store and downloaded a new copy of HP Smart app and opened it. 

On opening the app, the window popped up inviting me to let the app use my keychain credentials. I clicked 'deny', then the window kept reappearing. At one point after clicking 'deny' multiple times, I was presented with a login window, but when I entered my correct username and password, 'something went wrong' and the first ' allow keychain window reappeared... This seems to lock up and the only way to exit is to force quit the app.

I captured some screen shots.

This window keeps reappearing after I click on 'Deny'When I did get chance to enter user name & password manually, 'something went wrong'.

[Asb0606]

Looks like the two .png images I uploaded may not be visible - not sure why that is.

[StretchMusic]

Hi,

The Keychain password should be the same as the admin password on the computer. If the password is not accepted please contact Apple support. The Keychain is an Apple utility to store passwords on the computer and does not involve HP software. 

https://support.apple.com/en-us/HT201609

[Asb0606]

Hi

But I do not use keychain, so by clicking 'deny' [permission to use keychain stored account details] I understand that the HP app should allow me to enter my HP account details manually - is that not the case?

Thanks in advance.

[StretchMusic]

The Keychain is used to unlock stored passwords on your computer. Please contact Apple for further assistance.