Sprocket Keeps Failing to Connect

Posted by keatonv4 on

I have the original sprocket like the very first one and I haven’t used it in at least a year. When I try to connect it keeps giving me an error and telling me to forget the device in settings. Whenever I forget the device in settings and I go back in the app and try to connect again it gives me the same issue because it keeps reconnecting. For some reason it won’t forget the device, even when I restart my phone after. I have also tried resetting the sprocket. Please help!!!!!


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9 comments

  • @MH32
     
    This looks like a hardware issue.
     
    Please reach out to the HP Support in your region regarding the service options for your printer.
     
    Hope this helps!
     
    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!

    TEJ1602 I am an HP Employee
    TEJ1602 on
  • I’ve done all of these steps and my sprocket still fails to connect. I don’t know what else to do

    MH32 on
  • @Liana79
     
    Update iOS to the most recent version.

    From your mobile device, touch the Settings app, and then touch General.

    Touch Software Update.
    Your device automatically searches for the latest iOS update.

    If an update is available, touch Download and Install, and then follow the on-screen instructions to install the update. For more information about iOS updates, go to Update the iOS on your iPhone, iPad, or iPod touch (in English).

    Restart the device and try again.
     
    Also, follow the steps from the document  Sprocket Does Not Connect or Print for help.
     
    Hope this helps! Keep me posted. 
     
    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!

    TEJ1602 I am an HP Employee
    TEJ1602 on
  • My daughters’ had sprocket printers some time ago,  which haven’t been used in at least a year. They have since had new phones which I am now trying to connect the printers to. Their previous devices used for this purpose were iPods and I have removed the device from their bluetooth settings. So now I am trying to connect the printers to their phones (iPhone 6 and 7). I select manage printers, from which it allows me to choose the respective printer. It says ‘configuring’ followed by ‘problem with setup’. If I select the error message it advises me to ‘Remember to forget the sprocket in your bluetooth settings’, which I have done several times, on all devices. This is happening for both phones and both printers. Please help.

    Liana79 on
  • @keatonv4
     
    Thanks for replying!
     
    To remove a Bluetooth device from your iPhone’s settings, simply follow these steps. 
     
    Go to Settings → General, scroll down and turn off the switch to Enable Handoff. Now try to forget the device-
     
    1) Go to Settings > Bluetooth.
    2) Tap on the little “i” icon of the Bluetooth device you want to remove.
     

    3) Tap “Forget this Device.”

    4) Confirm by tapping “Forget Device.”

    The device should have successfully been removed from your list of connected devices.
     
    Restart the phone and try reconfiguring the printer.
     
    Hope this helps! Keep me posted. 
     
    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!

    TEJ1602 I am an HP Employee
    TEJ1602 on


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