HP Smart App has recently started to hang on launch

[MEbbeson]

Never had a problem with the HP Smart app until just recently.  I have reset the app, uninstalled and reinstalled, did a scan and repair on my Windows op sys, changed from hard wired to wifi on the printer connection with no help.  But on very very rare occasions, the app will work, usually as the first thing I try after turning the PC on.  But it hang usually during the very second launch.  

Installed the HP smart App on my laptop and am getting the same results.

I am certain that the app was updated recently which probably has something to do with the problem.

Thanks in advance.

[MEbbeson]

Want to expand on what I see when it hangs:  Just a "windows" screen all white with a title bar.

[VikramTheGreat]

Hi @MEbbeson,

Welcome to the HP Support Community.
 

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

We understand that the HP Smart app had been working reliably until recently, but now it intermittently hangs during launch, especially after the first successful use. You've already taken several important steps, including resetting the app, reinstalling it, switching from USB to Wi-Fi, and even testing on a second device; the issue persists. 

Let’s try a few steps to fix the issue.

Step 1: Fully Reset the HP Smart App and App Cache

1. Press Windows + R, type: %localappdata%\Packages
2. Locate the folder: AD2F1837.HPPrintScanPro_...
3. Delete the entire folder to clear HP Smart's cached settings
4. Now go to:
   • Settings > Apps > Installed Apps > HP Smart > Advanced Options
   • Click Terminate, then Reset
5. Restart the PC and launch HP Smart

This clears any corrupted cache or user session data that might be causing the freeze.

Step 2: Update from Microsoft Store (Even if it shows the Latest Version)

1. Open Microsoft Store
2. Go to Library > Get updates
3. Manually update HP Smart and Microsoft App Runtime (if available)
4. Restart and launch again

Microsoft Store may queue background updates that aren't automatically applied unless this step is done manually.

Step 3: Reinstall HP Smart with Elevated Permissions

1. Uninstall HP Smart again
2. Restart the PC
3. Right-click Command Prompt > Run as Administrator
4. Enter: wsreset.exe

(This resets the Microsoft Store.)

1. Reinstall HP Smart: HP Smart

This method ensures a clean reinstall without hidden permissions or caching issues.

I hope this helps.

Take care, and have an amazing day!
 

Did we resolve the issue? If yes, please consider marking this post as "Accepted Solution" and click "Yes" to give us a helpful vote - your feedback keeps us going!

Regards,

VikramTheGreat

[MEbbeson]

VikramTheGreat:

Thank you for the suggestions.

As a retired computer professional I have dealt with a lot of "flaky" apps and programs, but nothing compares with the behavior of HP Smart App. 

As suggested, I followed the steps as outlined in the first two steps, and was actually able to get the app working again.  But and was going to respond to you to tell that it was working, but was going to wait a few days to make sure, and wham, it started hanging again.

The problem is definitely related to either something in the in the local data director and / or updates, or lack there of from the app store.  

I am going to take one of my back PC's that also hung the app and do more isolation steps to maybe pin it down, and a fool proof way to get it back up and running.  My money is on the app update process.

Will keep you posted.

M

[MEbbeson · Accepted solution]

I think I have finally figured it out.

I prefer to have "dark mode" active for most of my interaction on Windows.

So I toggled out of dark mode (Alt-Shft-PrtScn), and bang, the app worked.

So I toggled back into Dark Mode, and bang, it "hung."

But I am not sure if it is really hung, or just not rendering the screen properly in the dark mode.

Somebody needs to get word back to HP about this.

Thanks for your help.

Michael

[MEbbeson]

Just for clarification, the Alt-Shift-PrtScn sequence invokes what Microsoft calls "High Contrast" mode.

But sure looks like Dark Mode to me.

I go into and out of this High Contrast mode all the time, which explains why the problem was so "random"

I can finally sleep now.

M

[VikramTheGreat]

Hi @MEbbeson,

Thank you for letting me know. I hope that the issue is resolved and you have taken care of it.

Is there anything else that I can help you with today?

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!

Take care and have a great day ahead!

VikramTheGreat

HP Support

[MEbbeson]

VikramTheGreat:

First, let me extend a heartfelt thank you for the info you supplied.  It was vital in understanding the workings of the HP Smart App and will most certainly be stored and referred to as necessary.

However, I felt that indicating the real solution to the issue would benefit users more with the similar problem that use "dark mode", rather indicating your suggested action items, which albeit was valuable info, did not resolve the problem.

M

[VikramTheGreat]

Hi @MEbbeson,

Thank you for letting us know this will help other users.

If you require any assistance in the future please do keep us posted.

Take care, and have an amazing day!
 

Did we resolve the issue? If yes, Please consider marking this post as "Accepted Solution" and click "Yes" to give us a helpful vote - your feedback keeps us going!

Regards,

VikramTheGreat