Cannot add printer on Sprocket app

Posted by Brooke16 on

I have had an HP sprocket for a couple years and just this week it suddenly stopped connecting to my phone. It still connects to my Bluetooth and it still asks to communicate with the sprocket. However, when I open the app, my printer no longer shows up and when I try to add a new printer, it just looks forever but never finds mine even though it is connected to my phone. I have tried everything on the support page included updating my phone, charging the sprocket, restarting my phone and resetting the sprocket, and forgetting other devices that might interfere, but the app can still not find my printer. 
Very frustrating because I was connecting and printing just fine the last time I used it! 

Thanks for the help. 

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4 comments

  • I have the exabyte same problem as Brooke16 and tried everything suggested by HP – not working. How can I get help from HP getting to use the product again???

    Jakob5 on

  • @Brooke16
     
    I have sent you a private message with additional information to contact the HP Support team. Kindly check the same. Check next to your profile name, you should see a little blue envelope, please click on it.  
     
    Hope this helps.
     
    Please click “Accept as 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!
    Have a great day! 

    KUMAR0307 I am an HP Employee
    Kumar0307 on

  • Hi @Kumar0307, Thank you for responding, but I tried all the steps on the page you linked and my printer still cannot be found by the app. I also can’t seem to find a number to contact anyone from support. 

    Brooke16 on

  • @Brooke16, Welcome to the HP Support Community!
     
    I appreciate your efforts in trying to resolve this issue by performing the necessary troubleshooting steps.
     
    Make sure the iOS device is up to date with its software. If you have tried the steps mentioned in this document - Sprocket Does Not Connect or Print, and the issue persists, please reach out to the HP Support in your region regarding the service options for your printer. 
     
    Keep me posted for any other assistance.
     
    Please click “Accept as 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!
    Have a great day! 

    KUMAR0307 I am an HP Employee
    Kumar0307 on

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