My sprocket is not being detected by my phone

[Tina551]

It says I may have an older sprocket

[Nancytakesahike]

HP, please help us. I own two Sprockets and have the same issue with each. There is no guidance in your troubleshooting instructions. What do we do? We who had faith in your product when it was brand new. I want to send pics to my 94 year old aunt but can't do it. You have a fine reputation but I am very discouraged. I've been through your whole rigamarole several times. I need to talk to a person but even that is fraught.

Thank you.

[sandytechy20]

@Tina551 and @Nancytakesahike

Welcome to the HP support community.

Turn on the Sprocket and check battery status

1. Press and hold the Power button to turn on the Sprocket, and then open the HP sprocket app.

2. Tap the Menu icon , and then tap sprocket.

3. Tap Manage Printers, make sure your Sprocket is selected, and then tap Printer Settings.

4. Under the Status section, locate Battery.

   • If the battery charge is 25% or higher, continue with these steps.

   • If the battery charge is 24% or lower, charge the battery for 30 minutes, and then continue with these steps.

5. Tap Auto Off to change when the Sprocket turns off, if necessary.

Reset your mobile device and Sprocket

1. Turn off your mobile device, and then turn it back on.

2. Turn on the Sprocket.

3. Remove the Paper Cover, and then use a narrow object, such as a pen or paperclip, to press and hold the Reset button for 3 seconds until the Sprocket turns off.

   NOTE: 

   The location of the Reset button varies by Sprocket model. Typically, the button is located underneath the Paper Cover, but can also be found on the outside next to the charging port.

   Example of resetting the HP Sprocket Select Photo Printer

   

4. Turn on the Sprocket.

You can refer this HP support document for more assistance:- Click here

I hope that helps.

To thank me for my efforts to help you, please mark my post as an accepted solution so that it benefits several others.

Cheers.

[Ktmiller3]

All the steps you have suggested do not work still. It tells me there is a problem with the set up, this sprocket isn’t even a year old, it’s really discouraging that this is happening.

[Tina551]

I have already tried these troubleshooting things. Most wont work because my phone won’t even detect the printer. However when I first power on the sprocket it communicates with my phone. Then I get a message that I may have an older sprocket. 

[sandytechy20]

@Tina551 and @Ktmiller3

I request you to talk to HP support.

They might have multiple options to help you with this.

1. Click on this link - https://support.hp.com/us-en/contact-hp?openCLC=true
2. Select the country.
3. Enter the serial of your device.
4. Select the country from the drop-down.
5. Click on "Show Options".
6. Fill the web-form. A case number and phone number will now populate for you.

I hope that helps.

To thank me for my efforts to help you, please mark my post as an accepted solution so that it benefits several others.

Cheers.