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Firmware Update Hangs at Finishing Firmware Upgrade

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My Sprocket hangs at the last step of the firmware update process.  The white light on the Sprocket flashes and the phone app stays at "finishing firmware upgrade."  The status bar on the update is at 100%.  This will continue indefinitely for at least an hour.  I have tried resetting the Sprocket, uninstalling and reinstalling the app, removing the Sprocket from Bluetooth devices in the phone and I've also tried a second phone.  Note that both phones are running Android 10, which is not an option in the drop down list when posting here.

Please refrain from suggesting things like, "is it charged, did you turn it off and back on, etc."  I've read the documentation, and followed instructions to the letter.

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Hi @katwitch


Welcome to the HP Support Community. 


Appreciate you trying the steps. I'd suggest you Contact HP in your region regarding this issue.


If you are having trouble navigating through the above options, please send me a private message with the region you are contacting us from. Check next to your profile Name, you should see a little blue envelope, please click on it.  


Have a great day! 


Please click “Accept as 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!

I am an HP Employee

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