Firmware cannot be installed error emessage

[nbcoop]

I hadn't used the Sprocket in over a year and went to print out pictures. Then I encountered several issues:

1. The battery no longer seems to function. I can keep it plugged in and the battery will say 100% charged, but the device will not work if not plugged in.

2. I received a message to update the firmware. I have tried to do so on 3 different divices (iphone, android, and ipad) and always get an error message that "something" has gone wrong and the update cannot be installed. 

I have turned off, turned on, used the reset button, installed the app new, had bluetooth "forget" the device and then reattach. All the things. Nothing has worked to complete the update.

3. So I tried printing without updating. It runs but the photos come out blank.  I tried different images. I opened a new pack. I made sure the paper was correctly situated and yes I am using the specific HP zink paper. 

Do I now have a useless device? 

Thank you for your help.

[Meghana_10]

Hello @nbcoop, Welcome to the HP Support Community. 
 

We understand your concern and appreciate the fact that you have tried all the troubleshooting steps possible from your end. Based on the symptoms you have described with your HP Sprocket, there appear to be multiple issues occurring simultaneously.

Could you please let us know the exact HP Sprocket model (Sprocket, Sprocket 2nd Edition, Sprocket Select, Studio, etc.) and whether the printer can remain powered on when disconnected from the charger for any length of time?

In the meantime, please try the following troubleshooting steps:
 

1. Verify the ZINK Paper Installation

• Ensure the blue Smart Sheet is included in the stack and placed at the bottom with the barcode facing down.
• Confirm you are using genuine HP ZINK paper designed for your specific Sprocket model.
• Reseat the paper pack and try printing the demo page from the HP Sprocket app.

2. Perform a Hardware Reset

1. Turn the Sprocket on.
2. Locate the reset pinhole.
3. Press and hold the reset button for approximately 5 seconds using a paper clip.
4. Allow the device to restart and reconnect it through the HP Sprocket app.

3. Test Firmware Update with External Power Connected

Since the battery may not be functioning correctly:
 

• Connect the Sprocket directly to a wall charger.
• Leave it connected throughout the entire update process.
• Attempt the firmware update again from the HP Sprocket app.

The issue may be related to a failing battery, firmware corruption, or an internal hardware fault within the printer.

Also please check the link provided for further troubleshooting steps https://sprocketprinters.com/blogs/articles/connecting-printing-issues-with-your-hp-sprocket-sprocke...

Have a great day!

[nbcoop]

Hello,

I am using HP Sprocket Select Photo Printer Model No: VCVRA-1901,  Serial No: VN9BG216D3.

The power light turns off the minute I disconnect the power source. While plugged in the light mostly stays orange/red. In the app the battery reads 99% charged. 

I know I am using the correct paper HP Zink paper (says on the pack that it is for the Sprocket Select) and have used this paper before. After the first attempt at printing left a blank page, I opened a new pack to make sure the paper hadn't been damaged in being left open since the last printing. Yes, I have made sure the paper is loaded correctly multiple times including re-running the orange bar code print quality page. 

I have tried to the reset button at least twice.

I have disconnected and reconnected the device to my bluetooth.

I installed the app new and tried the firmware update from that device and ran in to the same problems. 

Because the device will not stay on unless plugged in to the wall, all attempts at firmware updates have been made with it plugged in to the wall. 

Thank you for any further help you can provide. 

[Meghana_10]

Thank you for the detailed update and for confirming the troubleshooting already completed. @nbcoop 

At this point, we have exhausted the available troubleshooting steps, and the symptoms suggest that the HP Sprocket Select requires hardware assistance.
 

HP has a dedicated Sprocket Support Team that specializes in Sprocket products and will be in the best position to assist you further. We kindly recommend contacting them using the link below:
 

HP Sprocket Support:
HP-Sprocket-Plus-Printer-Improve-Quality – Sprocket Printers
 

We apologize that we could not resolve the issue through troubleshooting alone.
 

If you are interested in exploring any other HP printer options beyond the Sprocket line, please let us know your requirements, and we would be happy to suggest a few models that may suit your needs and assist you with choosing the right one.

Have a great day!