'Accessory Not Supported'

[Harri2112]

My Sprocket connects via Bluetooth. However my phone says that the device is not supported. I have tried everything that has been posted in this Support forum. Nothing has worked. HELP. I am really gutted about this device not working 

[Raj1788]

@Harri2112

Thank you for joining HP Forums.

It's a pleasure assisting you in finding answers to your technical queries.

Let's try updating the Firmware and the iOS and check if this helps you out.

Update the sprocket firmware 

HP regularly releases printer updates. Upgrading the printer firmware might resolve the issue.

1. Make sure the printer is on and your mobile device is connected to the Internet.
2. On your mobile device, open the HP Sprocket app.
3. Tap the Menu icon, and then tap your printer in the list.

The printer information screen displays.

1. Look for a printer 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 printer firmware is up to date. 

Update the iOS

go to Settings > General > Software Update.

If the issue persists, Uninstall the app and reinstall it.

Keep me posted, how it goes!

If the information I've provided was helpful, give us some reinforcement by clicking the Accepted Solution and Kudos buttons, that'll help us and others see that we've got the answers!

Have a great day!

Cheers:)

[Harri2112]

It’s not connecting to the app either so I cannot update the firmware 

[StretchMusic]

Hi,

I understand you are getting an "Accessory Not Supported" message when trying to pair the Sprocket printer with an iPhone.  This unfortunatley is a hardware issue with the printer. We apologzie for any inconvenience. Please contact customer support to get a replacement unit. 

https://www8.hp.com/us/en/contact-hp/ww-contact-us.html

[Harri2112]

Is there any why that I could apply for a new sprocket online.

[StretchMusic]

Hi,

If you purchased the printer from hp.com you can follow the link below to setup a return. If purchased from another location plaease call customer support to get options. 

https://store.hp.com/us/en/cv/returnsandexchanges