when using hp smart quite often laptop crashes

[nervii]

when using hp smart quite often laptop crashes / breaks down. Black screen. I have to start anew the system. Data gets lost....

[Dragon-Fur]

@nervii 

Welcome to the HP Community --

HP Smart, simply opened, should be relatively benign -- it uses little resource and the container graphics are (should be) stable in the current version.

If you wish to bypass (for now) using the app, install and use the printer software while you investigate the system crashes.

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Printer - Software

 - Windows

HP Full Feature Software / Full Driver printer software - supports printing and scanning from the web, printing in in other software and programs (for example, Word), and provides access to the full range of Printing Preferences / Shortcuts.  The full driver adds at least two shortcuts to the Desktop: Printer Assistant and HP Scan. If the printer model includes built-in Fax hardware, the software supports the setup and use of the Fax driver. No Sign-in required.

Basics - Printer Software

Note: Skip part(s) that are not relevant to your situation.

Uninstall the full driver printer software from Programs and Features

Restart computer and Sign in

Install a new copy of the Full Feature Software

Restart computer and Sign in

Full Feature Software / Full Driver printer software

Details Page - Driver - For your Printer

>>> Full Feature Software - Web Pack Installation Package - Information - Download / Save / Install <<<

HP Easy Start Printer Setup Software – Offline Use Only 

After the software is installed, Restart the computer and log in

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Optional – Supported for your printer

Next – HP Universal Scan Software -

NOTE:  Model and Operating System version Dependent

Note:  HPUSS can be installed as standalone or installed after the full feature printer software.

 HP Universal Scan Full Feature Software adds OCR libraries to installed HP Scan software. 

HPUSS installs a new, full featured, (and separate) HP Scan software shortcut to the Desktop.

After the software is installed, Restart the computer and sign in

HP Universal Scan Software provides a larger GUI to make using the software easier on high-resolution screens.   New features have been added to the main menu to help with navigating the settings.

 HP printers - Scan as Editable Text (OCR) with HP Scan (Windows)

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The installation of the full driver adds at least two shortcuts to the Desktop:  

Printer Assistant 

HP Scan

>>> Open the Printer Assistant > tab Scan > Manage Scan to Computer > Enable

Example - Windows - Full Feature Software - Installed in Programs and Features

Programs_and_Features_Printer_Desktop_Icons_11

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Application - HP Smart

The resources the app accesses when in use might be impacted by your system's overall health.

For example,

Common results of an app collapsing -- when the app version itself should be stable --

• Graphics driver (on the system) is outdated
• Windows Updates are pending and / or Windows Updates needs to be run - then Restart the computer
• Windows Updates have stomped on the application -- it happens.  Your black screen description and system crash does not support this idea (in my opinion) -- it is certainly possible something unusual has happened.
• Wireless / Ethernet or other related connection issues -- this might be anything from signal errors, router issues (weak, outdated, mesh), driver updates (needed), resource allocation.  What?  Scanning requires a lot of resource for data transfer.  Black screen is not generally part of this (in my opinion) -- worth checking.
• Application Data corruption - Black screen and system crash is not generally part of this type of error condition (in my opinion).
• Other, concurrent and seemingly unrelated programs running at the same time
• During use of the app, accessing Cloud Storage options that are not available or having issues.  Black screen and system crash is not generally part of this type of error condition (in my opinion).
• During use of the app, accessing email (Share) options that are problematic.  Black screen and system crash is not generally part of this type of error condition (in my opinion).
• Hardware issues on the system that are triggered by the types of interaction used by the application:  Intense graphics, network load and type.

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Were it mine to do, I'd start with checking the system Software and Drivers.

Manual check at  HP Product Home  > Open Category Software & Drivers > Check drivers

OR

HPSA (HP Support Assistant) if you have a consumer system

OR

HPIA (HP Image Assistant) if you have a business class machine

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Check what Windows Updates is doing.

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Check what the network is doing -- this includes checking the router logs.

Correct any issues having to do with old, weak, poorly located, outdated router.

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If you wish to do so --

• IMPORTANT:  Make sure all devices running HP Smart are running the latest version of the application for that device's platform.
• Reset the HP Smart Application - this removes the app's account data -- If the cause of the problem is app data corruption, the Reset should correct any underlying issues
• If the Reset on the app does not work by itself, Uninstall the app > Restart everything (router, too) > Install the app

HP_Smart_Win_Apps_Reset_2

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References / Resources

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, Troubleshooting, Ink & Paper, HP Software / Drivers / Firmware Updates , Setup & User Guides, Product Specifications, Account & Registration, Warranty & Repair

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