Broken sprocket

[Kate364]

Hello! 
My daughter’s sprocket has stopped charging. I have done all the usual things cleaned the port,  tried different charger / socket etc  nothing is working. I 

also aware that the warranty will expire in a few days as we bought it for last Christmas. I have tried to get through to support on this website but it won’t recognise the serial number and that seems to stop everything. Any ideas how I could trigger to guarantee to get it repaired/ replaced? Thanks 

[VikramTheGreat]

Hi @Kate364,

Welcome to the HP Support Community.

I completely understand how stressful this is. Your daughter’s HP Sprocket won’t charge, you’ve tried everything, and the warranty is about to expire. Let’s make sure you get this resolved quickly so you don’t miss the coverage.

Why This Happens

If cleaning the port and trying different chargers didn’t help, the issue is likely:

• Battery failure or
• Charging circuit fault inside the Sprocket.

This is a hardware issue and requires HP service or replacement.

Steps to Trigger Warranty Support

1. Find the Correct Serial Number

• On HP Sprocket: 
  • Check inside the paper tray or under the back cover.
  • It’s usually a 10–12-character alphanumeric code.
• If the website doesn’t recognize it: 
  • Try entering it without spaces or dashes.
  • Use the Product Number (starts with letters like “X7N07A”) if available.
     

2. This might require one-on-one interaction to fix the issue via remote assistance.

To contact us, click here:  HP® Service Center Locator - United Kingdom | HP® Support.

Please feel free to contact us here anytime you need any further assistance.

Have a great day!
 

VikramTheGreat

HP Support