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Issues with Google Photos and reveal content function on both IOS and android in Sprocket app

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Sprocket 200
iOS 12 - 12.0.1

I have a Sprocket 200 and both an Iphone X and an android phone. 

Everything is working fine except the reveal content function when I am printing from Google Photos. 

I am logged in with the same Google Photos account on both devices, but after I print videos, my Iphone is not able to see the extra content at all (no content to reveal error message appears), while my android device is able to reveal the video for a couple hours/days, but after a while, it is not able to load it anymore, although it sees that there is a video there (it keeps loading for minutes but nothing happens). I also tried with 2 additional android phones, and they are not able to load the video either. 


How can I get reveal content to work when printing from Google Photos? It is very annoying. I have the most recent app and operating system downloaded on both phones.

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A warm welcome to HP Support Community!

Is the location settings enabled on your mobile devices? If not, enable location settings. Any photos or videos taken with location settings turned off might not show the content or it may only show the content taken from the same day. In order to enable location settings, open the Location or Location Services menu on your mobile device, and then make sure the setting is turned on. 


Location setting (Android)

Location menu example on Android


Location Services setting (iOS)

Location menu example on iOS



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