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Lack of Sprocket Support
Posted by TMadel on
So I am unable to connect my Sprocket anymore via bluetooth either to my iPad or my iPhone. When I try to go and seek support I am required enter my serial number. The site comes back and tells me my SN is not recognized and I have to enter the product number. When I do that (the product number is X7N08A) it still comes back as unrecognized. Is this model Sprocket no longer supported by HP? It'd be nice if it told us that. How can something less than a few years old no longer be supported? Rest assured I will not be buying any more HP products.
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May I have the exact model name of the product? Refer to this document for steps to find the product details. Do not share any of your personal information such as serial, phone number, email ID, etc.
The Bluetooth on my IOS says the sprocket is connected, but in the sprocket app, it is not listed. How else could I do the firmware update?
Hi @TMadel,
I’d like to help!
Try the below sggestions -
Step 1: Turn on the Sprocket and check battery status
The Sprocket might have turned off or the battery might need to be charged. Use the HP sprocket app to check the battery status, and then adjust the Auto Off setting.
Press and hold the Power button to turn on the Sprocket, and then open the HP sprocket app.
Tap the Menu icon , and then tap sprocket.
Tap Manage Printers, make sure your Sprocket is selected, and then tap Printer Settings.
Under the Status section, locate Battery.
If the battery charge is 25% or higher, continue with these steps.
If the battery charge is 24% or lower, charge the battery for 30 minutes, and then continue with these steps.
Tap Auto Off to change when the Sprocket turns off, if necessary.
If the issue persists, continue to the next step.
Step 2: Make sure the Sprocket has photo paper in the input tray
Check the input tray and make sure photo paper is loaded.
Turn off the Sprocket, and then remove the paper cover.
Make sure to load Sprocket Photo Paper, up to 10 sheets, with the HP logos facing down.
Replace the paper cover, and then turn on the Sprocket.
If the issue persists, continue to the next step.
Step 3: Confirm mobile device settings
Make sure your mobile device settings allow a connection with your Sprocket.
Turn on the Sprocket.
On your mobile device, open the Bluetooth settings menu, and then make sure Bluetooth is enabled.
Check the settings on your Android or iOS device.
Android devices: On your mobile device, open the Location or Location Services menu, and then make sure the setting is turned on.
NOTE:
You can turn location permission on to connect and print, and then turn it off when you are not using the Sprocket.
iOS devices: Previously paired Bluetooth accessories such as Apple AirPods might interfere with the initial discovery of the Sprocket. Unpair the accessory from the Bluetooth menu of your device before initial pairing with your Sprocket. The accessory can then be paired again after the Sprocket is connected.
On your mobile device, open the HP sprocket app.
Tap the Menu icon , tap sprocket, and then tap Manage Printers.
A list of available Sprockets displays.
If your Sprocket displays: The Sprocket is connected.
If your Sprocket does not display: Tap Add New Printer, and then tap the name of your Sprocket.
If the issue persists, continue to the next step.
Step 4: Upgrade the Sprocket firmware
HP regularly releases firmware updates. Upgrading the Sprocket firmware might resolve the issue.
Make sure the Sprocket is on and your mobile device is connected to the Internet.
On your mobile device, open the HP sprocket app.
Tap the Menu icon , and then tap sprocket.
Tap Manage Printers, make sure your Sprocket is selected, and then tap Printer Settings.
Look for a firmware upgrade.
If a firmware upgrade displays, tap Get Firmware Upgrade, and then follow the on-screen prompts to complete the update.
If a firmware upgrade option does not display, the firmware is up-to-date.
Hope this helps! Keep me posted.
And, Welcome to the HP Support Community.
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