HP Smart App Crashing after Windows 11 Update

[R_Tophan]

HP7740 wide format printer/scanner/fax

My HP Smart app keeps crashing since installing Windows 11.  This is happening when I try to edit a scanned document.  The app closed and I have to start over.  I ran the diagnostics both on the app and in the control panel and now issues were detected.  Any suggestions on how to fix this problem?

[Dragon-Fur · Accepted solution]

@R_Tophan 

Welcome to the HP Community Forum.

Try:

Reset the HP Smart application.

The Reset removes the app's data --

After the Reset, Restart the computer and log in > Open the app and configure the setup (Add Printer)

HP_Smart_Win_Apps-and-Features_ Reset_2

If that does not work >

Uninstall HP Smart from Apps & Features > Restart the computer and log in > "Get" a fresh copy of the app from the

Microsoft Store

What about the Printer Software?

If you have not done so,

If the full driver printer software is (already) installed but not working,

If the printer is accepted on the network...

• Uninstall any printer software from Control Panel > icon view > Programs and Features
• Restart the computer and sign in.
• Check (for the Printer) in Devices and Printers  > If found, Right-Click Printer and Remove -- If any changes are made, that is, you remove anything, Restart the computer and sign in.
• Install a fresh copy of the Full Feature Software

Details / How-to / Examples

Provided FYI - Use or discard as suits your situation.

If you are sure the full driver is not installed

OR

If you do not need the extra information provided in the first sections,

(then) Skip down to section Printer Software

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Preparation

>>> Check / Install the Full Feature Software / full driver printer software

The full driver provides the foundation on which other programs and printing software depend.

The driver includes HP Scan – HP Scan supports scanning / saving / printing your scan content.

If you have not done so,

In addition to the HP Smart application,

Install the Full Feature Software / full driver printer software for the printer.

HP Smart and other print software / applications benefit from having the full driver installed.

Make sure your VPN is switched Off when installing the HP Smart application or the printer software.

Printer Software Check - Is the full driver printer software installed?

Notes

When the full driver printer software is installed,

Find the printer software listed in Control Panel > icon view > Programs and Features.

The installation of the full printer software adds shortcut icons to the Desktop.

• The Printer Assistant is named for the printer and provides access to Print , Scan , and Tools
• HP Scan is named for itself and provides a direct call to the HP Scan software.
• Where supported, when installed as part of the HP Smart application, HP Smart Printing is a modern style print driver that supports printing for Images and Documents.

Programs_and_Features_Printer_Desktop_Icons_9

Next...

If… Installed Software is out of date or is not working

NOTE:  If the printer software shows installed but is not working as expected, remove and reload the software.

NOTE:  Windows 11

Windows Start > Search for Control Panel and open

Uninstall the printer software from Control Panel > icon view > Programs and Features

Restart the computer and log in

What if?

If software will not uninstall, appears to be removed and is “still hanging around” after you uninstall / Restart...

Microsoft:  Fix problems that block programs from being installed or removed

OR

Revo Uninstaller (Free version)

then

Restart the computer and log in

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Next,

Install a fresh copy of the Full Feature Software / Full Driver printer software

Restart the computer and log in

Reminder:  If using USB, disconnect the USB printer cable between the printer and the computer before installing software.  (Re)Connect the USB cable when instructed to do so near the end of the installation procedure.

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Printer Software

Method - Use the Easy Start Software to Install HP Smart and / or the Full Feature / Full Driver Software

Installation Package - Information and Download / Save

HP Easy Start Printer Setup Software 

Easy Start can be used to install your printer software and / or the HP Smart application.

If you would like to do so,

If the HP Smart Application is (already) Uninstalled, Get a new copy of the application from the Microsoft Store

If you want to install the full driver printer software, choose the "Full Software and Drivers" option during the installation procedure.

Basic Instructions - Install the Full Feature Software / Full Driver printer software

Preparation

• If the printer software is still / already installed, Uninstall the printer software  from Control Panel > icon view > Programs and Features > Restart the computer and log in – Reference Uninstall HP printer software and drivers

>>> After the printer software is uninstalled, check that the printer is not still lurking in Devices and Printers. 

 If the printer is listed, Right-Click on the printer and "Remove" > Restart the computer and sign in.

• If using VPN, shut it off to install software.  NOTE >> If you don’t know what this is, you are not using a VPN – ignore this part.

• Reminder:  If using USB cable between printer and computer, disconnect the cable before installing software.  Later... Connect the cable when instructed (near the end of the installation procedure).

• Observation:  It is possible (assuming your Wireless Network is stable) that using a Wireless connection to install the printer software might work better than using an Ethernet Connection.   Personal choice - the Wireless connection method is recommended when you face insurmountable issues installing the software.

Installation

• Download and Save the Full Feature Software installation package or the Easy Start Software
• Open File Explorer
• Navigate to the folder in which you saved the installation file  (likely Downloads)
• Right-Click on the installation package and “Run as Administrator”
• After the software is installed, Restart the computer and log in

If using Easy Start

• Skip any extra software / offers you do not want – Wording varies as does the number of times you have to “skip” or opt-out of various options.
• When asked, opt for "Full Software and Drivers" (exact wording might vary).
• Easy_Start_Full_Driver_2

• If after the Full Software and Drivers option is selected, the installation terminates (suddenly stops and disappears – never comes back): Open your Downloads folder > Look for and Right-Click on the full Web installation package and “Run as Administrator”

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NOTES

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Preparation > Check / enable the printer as the “Default Printer”

Settings > Devices > Printers and scanners

UNCHECK (clear box) Let Windows manage my default printer

Select (Left-Click) your printer from the list of printers > Manage > Set as Default

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HP Printer Home Page - References and Resources – Learn about your Printer  - Solve Problems

 “Things that are your printer”

When the website support page opens, Select (as available) a Category > Topic > Subtopic

NOTE:  Content depends on device type and Operating System

Categories:  Alerts, Access to the Print and Scan Doctor (Windows), Warranty Check, HP Drivers / Software / Firmware Updates, How-to Videos, Bulletins/Notices, Lots of How-to Documents, Troubleshooting, Manuals > User Guides, Product Information (Specifications), Supplies, and more

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HP OfficeJet Pro 7740 Wide Format All-in-One Printer series 

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[R_Tophan]

Thank you.  I uninstalled the app and re-downloaded it.  So far it seems to be working albeit a bit sluggish but at least it is not crashing.

Thanks again for your help.