Firmware update won't connect

[Catloversun]

The app keeps saying there is a firmware update. When I try to run it, it says the printer disconnected from the app. But that can't be right as I can still print. I really want to run it as my printer is printing lines on all the pictures and have wasted way too many of them. Hoping the update will fix this. 

Original Sprocket

Galaxy S22

[Hawks_Eye · Accepted solution]

Hi @Catloversun 

Welcome to HP Support Community!

We noticed that this thread hasn't had any updates in a while since your original post; while this is rare, we didn't want this post to remain unanswered, so, here's the solution to your query. We hope it helps you and everyone viewing this post 😊

Thank you for explaining the situation so clearly. I’m genuinely sorry this firmware update is giving you trouble—especially when you're trying to fix print quality issues and have already lost valuable photo paper. It’s incredibly frustrating when the app insists the printer is disconnected, even though it’s clearly still printing.

Here’s a focused approach to help you move forward:

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1. Reset the Sprocket Printer

This clears temporary Bluetooth pairing and firmware stalls.

• Turn off the Sprocket.
• Press and hold the Power button for 7 seconds until the LED flashes.
• Release the button and wait for the printer to restart.
• Reopen the HP Sprocket app and try the firmware update again.

This reset does not erase your photos or settings—it simply refreshes the connection.

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2. Forget and Re-Pair the Bluetooth Connection

Sometimes the app holds onto a stale pairing profile.

• On your Galaxy S22, go to Settings > Connections > Bluetooth.
• Find your Sprocket in the list and tap Forget or Unpair.
• Restart your phone.
• Re-pair the Sprocket via the HP Sprocket app, not through Android’s Bluetooth menu.

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3. Ensure Location Services Are Enabled

The app requires location access to complete firmware updates on Android.

• Go to Settings > Location and ensure it’s turned on.
• Open App Info > HP Sprocket > Permissions and confirm Location is allowed.
• Retry the firmware update from within the app.

This requirement is part of Android’s Bluetooth permissions model and can block updates if disabled.

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4. Charge the Sprocket Fully

Firmware updates may fail if the battery is below 25%.

• Connect the Sprocket to power and let it charge for at least 30 minutes.
• Confirm battery status in the app under Printer Settings > Status.
• Retry the update once the battery is sufficiently charged.

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Let’s make sure your Sprocket prints beautifully again.

Please mark this post as “Accepted Solution” if the issue is resolved, and if you feel this reply was helpful, click “Yes”.

Thanks for being part of the HP Community!

Regards,
Hawks_Eye