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Message 1 of 8
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Connection problem with HP Sprocket

HP Recommended
Iphone 11 pro max
iOS

I have tried connecting my old sprocket multiple times to my new iPhone 11 pro max  and it doesn't seem to be connecting to the app. It connects to my Bluetooth settings, but as soon as I go to print something, it says that it needs to be connected to the app and that it can't find the printer. So I dosconnetcted it from the new phone, connected it to the iPhone 8 of my wife and it works perfectly.  Why? Is there any issue with iPhone 11. The app is updated to the latest version.

Many thanks.

7 REPLIES 7
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HP Support Agent
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Message 2 of 8
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@Paomiao, Welcome to HP Support Community!

 

May I have the exact model name of the product? Refer to this document for steps to find the product details. Do not share any of your personal information such as serial, phone number, email ID, etc. 

 

Meanwhile, Confirm mobile device settings

Make sure your mobile device settings allow a connection with your Sprocket.

  1. Turn on the Sprocket.

  2. On your mobile device, open the Bluetooth settings menu, and then make sure Bluetooth is enabled.

  3. Check the settings on your Android or iOS device.

    • Android devices: On your mobile device, open the Location or Location Services menu, and then make sure the setting is turned on.

      note:

      You can turn location permission on to connect and print, and then turn it off when you are not using the Sprocket.

      Location menu example on Android

    • iOS devices: Previously paired Bluetooth accessories such as Apple AirPods might interfere with the initial discovery of the Sprocket. Unpair the accessory from the Bluetooth menu of your device before initial pairing with your Sprocket. The accessory can then be paired again after the Sprocket is connected.

  4. On your mobile device, open the HP sprocket app.

  5. Tap the Menu icon , tap sprocket, and then tap Manage Printers.

    A list of available Sprockets displays.

    • If your Sprocket displays: The Sprocket is connected.

    • If your Sprocket does not display: Tap Add New Printer, and then tap the name of your Sprocket.

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

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The HP Sprocket model No. is SNPRH-1603.

I checked my mobile settings and from Bluetooth settings menu it seems that the Sprocket is connected but when I open the Sprocket app and tap the Menu icon and tap Manage printers I don't find the name of my Sprocket and get a message saying that maybe my sprocket is of an old generation.

Thanks and Regards.

Paolo

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HP Recommended

I have the exact problem as the others. App does not find Sprocket even though connected to my Bluetooth. Have done the reset and all other advice. Can’t upgrade firmware as it is not listed in the hamburger. Help

called support - no help at all. No solution. 

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I have this same model, and this same issue. 

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I have the same issue (iPhone 11 pro and sprocket 100) and have tried all of the suggested methods to make the sprocket connect and they don’t work. It will connect to Bluetooth but doesn’t seem to be found when on the actual sprocket app. 

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HP Support Agent
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@JadeHR, Welcome to HP Support Community

 

I see that you have connectivity issues with the HP Sprocket Photo Printer and your iOS device. To be able to assist you better, I'd like to know the following-

  • Have you tried connecting the sprocket to any other device? If yes, you need to forget the printer on all the devices it was connected previously.
  • Have you tried removing the printer from your Bluetooth devices and re-adding it? If no, please do it.
  • Update your iOS device.

Restart the devices and try again.

 

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

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Hi I had tried all of those and it didn’t work. However I deleted the app and reinstalled the app and it connected with no issues and I was able to print with no issue. 

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