I don't know why but filmware will not upgrade

[beautiful3]

When I open the sprocket app the films are upgrade comes up . when I click yes to upgrade it keeps saying error orrerd please try again. I don't know why it won't upgrade.

[The_Fossette]

Hi @beautiful3

Welcome to the HP Forums!

Thank you for posting your query in this forum, it's a great place to find answers.

I reviewed your post and I understand that you are having issues updating the sprocket app on your phone.

I’d love to help!

I would like to inform you that to update the sprocket app to the latest version you should be running android 4.4 or above. I see that you have Android 4.1 on your phone and that is why the app is not getting updated.

Hope that answers your question and you have a great day!

To simply say thanks, please click the "Thumbs Up" button to give me a Kudos to appreciate my efforts to help. If this helps, please mark this as “Accepted Solution” as it will help several others with the same issue to get it resolved without hassles.

Take care.

Cheers!

[Spectre_Envy]

@beautiful3 -

Are you referring to a firmware upgrade for your printer appearing when the app is opened?

You may want to check a couple of things to make sure this is successful:

1.)  Ensure your printer is fully charged, by connecting it to a power source and waiting 60-90 minutes

2.)  Ensure your mobile phone is connected to a robust wireless connection, allowing a successful download of the firmware.

Please try these two things first and report back.  As the previous moderator posted, if you're truly running Android 4.1 on your mobile device, it is not a supported operating system for our Sprocket app.

Thanks!

[teamrubin15]

I can't get my sprocket to do the firmware upgrade either. I've reset the printer, uninstalled and reinstalled the app, the printer is fully charged, my phone is fully charged, no one is on my Wi-Fi network other than myself and I have an excellent signal with a great download rate. I am also running android 5.1. Please help.

[Spectre_Envy]

Hello @teamrubin15

Would you be able to tell me what firmware is currently running on your Sprocket device?  This may assist us in troubleshooting your issue.

You can do this by following the instructions below:

1.)  Make sure the Sprocket is turned on and paired with your mobile phone.

2.)  From the Sprocket app, go to menu -> sprocket -> Printers

3.)  Confirm the digits in the 'Firmware Version' field (e.g: 1.1.0)

Thank you!

[teamrubin15]

Firmware version 1.1.0

[Spectre_Envy]

Hello @teamrubin15 - 

We've introduced a fix for the Android firmware update issue with the latest release of the mobile application.  If you haven't already, can you please visit the Google Play store and make sure you've updated the Sprocket app?

Once you've updated the mobile app , proceed with the previous firmware update steps as you did previously.

Please let us know if that helps!