Sprocket is connected in Bluetooth but app won't locate it

Posted by Hunnerwoof on

I have an early generation Sprocket that we haven't used in a while. I've updated the app on my iOS device and it's taking me through setup. I can connect the printer to my phone in Settings>Bluetooth, but in the app, it won't locate the Sprocket and just churns on the "we can't locate a nearby Sprocket" message. I've tried all avenues, resetting phone, resetting app, forgetting the device, then resetting the Sprocket and starting over...nothing works. Is it just too old? That kind of sucks because we ordered a bunch of printer paper for it.


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2 comments

  • @Hunnerwoof
     
    We have researched on this issue and the older Sprocket does not support multiple Bluetooth connections. If you have paired other devices to the sprocket, then it will not show up in the App.
     
    On all your iOS devices go to Bluetooth settings and forget the printer. Next Reset the Sprocket once again. Reset the printer after it is forgotten from all devices.
     
    Keep me posted

    KrazyToadI Am An HP Employee
    KrazyToad on
  • @Hunnerwoof
     
    I appreciate all your efforts and expertise in troubleshooting this issue.
     
    I see that you have already reset your Phone and the Printer as well but the issue persists.
     
    May I know the iOS version on your phone? Also provide me the complete Sprocket Model or the Product Number
     
    We will research on this issue and will get back to you soon
     
    Thank you 😊

    KrazyToadI Am An HP Employee
    KrazyToad on

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