Missing frames and stickers

[Maren13]

Hello I own a sprocket select and ive recently been having paper feed issues. Today I did a hard reset of my printer and then uninstalled and reinstalled my app and that seemed to solve it and I was able to load and feed my paper. However, now I don't have access to any frames and less than 1/4 of the stickers on the app that I used to have. I uninstalled and reinstalled my app again, but nothing has changed. I get a blue bar across the bottom of the screen that states to "wait for frames to download and to connect to wifi for quicker downloads". I am connected to wifi. What can I do now? 

[VikramTheGreat]

Hi @Maren13,

Welcome to the HP Support Community.
 

Thank you for posting your query. I will be glad to help you.

Thank you for sharing what you’ve been going through with your HP Sprocket Select. I can imagine how disheartening it must feel, especially after finally resolving the paper feed issue, only to find your favorite frames and stickers missing. You’re not just printing photos; you’re capturing memories, and it’s frustrating when the creative tools you rely on suddenly vanish.

Let’s gently walk through what you can do to bring back the full sparkle of your Sprocket app. 

Steps to Restore Frames and Stickers in the HP Sprocket App

1. Ensure You’re Fully Connected to Wi-Fi
   • Even if your phone shows it's connected, try toggling Wi-Fi off and back on.
   • Avoid using mobile data; some content only downloads over Wi-Fi.
      
2. Keep the App Open for a Few Minutes
   • That blue bar saying “wait for frames to download” means the app is syncing.
   • Leave the app open and active for at least 5–10 minutes to allow full content download.
      
3. Check App Permissions
   • Go to your phone’s Settings > Apps > Sprocket > Permissions.
   • Ensure Storage and Network access are allowed.
      
4. Clear App Cache (Android only)
   • Go to Settings > Apps > Sprocket > Storage > Clear Cache.
   • Don’t tap “Clear Data”; that would reset the app again.
      
5. Sign In to Your HP Account
   • Open the Sprocket app and go to Settings > Account.
   • Sign in or create an HP account. Some content is tied to your account.
      
6. Update the App
   • Visit the Google store or Apple App Store and check for updates.

I hope this helps.

Take care and have an amazing day!
 

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Regards,

VikramTheGreat