‘Accessory not supported’

[Dannyy3]

Hello, yesterday I purchased the sprocket however whenever I try and connect using my iPhone X running iOS 11.2.1 via Bluetooth using ‘settings it displays ‘this accessory is not supported by this device’ I’ve done some digging which suggested the firmwire on the sprocket required updating however since my phone will not support the device I am unable to sync the device with the app to do so... the same goes for an IPhone 7 running the Same IOS..... I have followed the guide ‘updating firmwire’ which you forget device and restart phone which did not work any help would be greatly received

[Raj1788]

Hi @Dannyy3,

Thank you for joining HP Forums. 

This is a great place to get support, find answers 

I understand that the printer is not getting connected.

No worries, I'll be glad to help you.

Appreciate your efforts in troubleshooting the issue.

Have you tried uninstalling the app and reinstalling?

Try the below steps to fix the issue.

If you are unable to print with the HP sprocket app, use these recommendations to troubleshoot printing issues.

• Turn on the printer: By default, the printer is set to turn off after 5 minutes. To change when the printer automatically turns off, open the HP sprocket app on your mobile device, and then tap the Menu icon  . Tap sprocket, and then tap Printers. Select your printer from the list, tap Auto Off under the Settings section, and then select when you want the printer to turn off.

• Charge the printer: On your mobile device, open the HP sprocket app, tap the Menu icon  . Tap sprocket, and then tap Printers. Select your printer from the list, and then locate Battery under the Status section. If the battery is low, charge the printer by connecting it to a power source with the USB cable.

• Make sure the printer has photo paper in the input tray: Load up to 10 sheets of HP Sprocket Photo Paper into the input tray with the HP logos facing down.

• Confirm Bluetooth is turned on and paired with your printer: On your mobile device, make sure Bluetooth is turned on and paired with your printer.

  If the printer is already paired with your mobile device, turning Bluetooth off and then on might resolve the issue.

• Move the printer and your mobile device closer together: Bluetooth signals can be weaker at greater distances.

• Upgrade the printer firmware: Open the HP sprocket app on your mobile device, and then look for a firmware upgrade in the sprocket menu.

• Reset your mobile device: Turn off your mobile device, and then turn it back on to clear any error states.

Reset the printer with a straight pin to clear any errors.

1. Turn on the printer.

2. Locate the reset button near the charging port.

   Figure: Locating the reset button

   

3. Gently insert the straight pin into the reset button access point, and then press the reset button for 3 seconds.

   The printer resets and turns off.

4. Turn on the printer.

Connect the back to Phone 

Install the app 

Try to print.

Keep me posted, how it goes!

If the information I've provided was helpful.

Give us some reinforcement by clicking the solution and kudos buttons, that'll help us and others see that we've got the answers!

Good Luck.

[Dannyy3]

Hi Raj,

Thanks for getting back to me, I have just tried all the above steps to no avail, I’m still getting the message ‘this accessory is not supported by this device’ when my phone connects to the sprocket via Bluetooth. Because of this I am unable to update the firmwire on the printer... the app does find the printer but will not connect to it, I have now tried this on and iPhone 7, iPhone X and a Samsung S8......

[Raj1788]

Hi @Dannyy3,

Thanks for the reply,

Appreciate your efforts.

If you have tried all the above steps.

I would personally suggest you contact our HP phone support for further assistance. If your product is Out of warranty, then remember to choose the paid options to get the tech support number.

They might have multiple options to help you on this.

Please use the following link to create yourself a case number, then call and it may help speed up the call process:

Step 1. Open link: www.hp.com/contacthp

Step 2. Enter Product number or select to auto detect

Step 3. Scroll down to "Still need help? Complete the form to select your contact options"

Step 4. Scroll down and click: HP contact options - click on Get phone number and phone number appear.

They will be happy to assist you immediately.

Keep me posted on any other assistance.

Hope that helps! Let me know 🙂

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