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Dale1992
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Help! App problems

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Sprockett
iOS 12 - 12.0.1

Hi 

 

I have a new I pad and a sprockets printer which have connected fine, however when using the App if I click on the camera/reveal button to take photos the App shuts down!  What would be causing this? 

 

*i have deleted the app & reinstalled it (about 20x) 

*it did work once and now it won’t 

*The printer worked fine with my phone

 

Any help with be appreciated

Thanks 

Dale 

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Kumar0307
HP Support Agent
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@Dale1992

 

Welcome to the HP Support Community!

 

Updating the software on iOS and re-installing the HP Sprocket app may resolve this issue. Let us try these steps:

 

Step 1: Update software on iOS/iPad

Click here to know how.

 

Step 2: Reboot your iPad

 

Step 3: Install the HP Sprocket app

Click here to download and know more about the app.

 

Let me know how this goes.

 

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!

KUMAR0307
I am an HP Employee

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Dale1992
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Hi Kumasi 

 

i have a new iPad with the lastest software.  As I thought that may be the issue. 

 

Dale

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Kumar0307
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@Dale1992

 

Updating your Sprocket iOS app to the latest version may fix this issue, let us try these steps: 

  1. Charge your sprocket battery to at least 50%
  2. Power off your sprocket printer
  3. In the iPad Bluetooth menu (Settings -> Bluetooth), tap the ‘i’ button next to the “sprocket” device, then tap “Forget This Device”
  4. Restart your iPad by pressing/holding the power button for 3 seconds, then sliding to power off.
  5. Power on your sprocket printer
  6. Discover and pair your sprocket printer by tapping on the “sprocket” device when it appears in the iPad's Bluetooth menu (Settings -> Bluetooth).
  7. Open the sprocket mobile app, where you’ll be automatically prompted for the firmware upgrade.

Let me know how this goes.

 

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!

KUMAR0307
I am an HP Employee

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Dale1992
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Hi, 

 

i have also also tried that to many times. Even reset my IPad and reset my printer :(. 

 

Thanks, 

 

dale 

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Kumar0307
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@Dale1992

 

If the issue persists, please contact our HP Support team for Service Options:

1) Click on this link - https://support.hp.com/us-en/contact-hp

2) Select your product type below.

3) Enter the serial of your device.

4) Select the country from the drop-down.

5) Select the appropriate option based on your preference.

6) Fill the web-form and proceed further.

 

Keep me posted for any other assistance.

 

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!

KUMAR0307
I am an HP Employee

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Dale1992
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It’s still not working!!! 

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