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EL63
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Solved!

My sprocket is not listed in ‘manage printer’ and can’t add it

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Sprocket
iOS

Hi, trying to print from Sprocket from iPhone 7. It’s connected in Bluetooth but isn’t listed in ‘manage printers’ and ‘searching for printers’ just scrolls. The ‘add new printer’ just gives a black field. Help please? 

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Lanalara
Level 2
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Message 14 of 19
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Ok, so here’s what i did: I deleted the app, turned off my phone and then turned on and downloaded the app again. When I got to the part where it should be adding and accessory, it still doesn’t show on the app, so i opened the lid of the sprocket, took the paper out, put it back again and closed the lid, then suddenly it showed on the app. Super random, but it worked. 

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Jay_G24
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Message 2 of 19
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Hi @EL63,

 

I'd like to help!

 

 May I have the exact model name of the product? Refer to this document for steps to find the product details. Do not share any of your personal information such as serial, phone number, email ID, etc.

 

Keep me posted. 

 

And, Welcome to the HP Support Community. 

 

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

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EL63
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Message 3 of 19
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It's a hp sprocket,

thanks

 

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Jay_G24
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Message 4 of 19
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There would be a product number on the sprocket could you check?

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Lanalara
Level 2
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Message 5 of 19
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I’m having the exact same issue. It pairs with my phone but the app doesn’t recognize it. 
The product number is X7N07A 

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Jay_G24
HP Support Agent
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Hi @Lanalara,

 

I'd like to help!

 

Try the below suggestions -

 

Step 1: Turn on the Sprocket and check battery status

The Sprocket might have turned off or the battery might need to be charged. Use the HP sprocket app to check the battery status, and then adjust the Auto Off setting.

  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.

If the issue persists, continue to the next step.

Step 2: Make sure the Sprocket has photo paper in the input tray

Check the input tray and make sure photo paper is loaded.

  1. Turn off the Sprocket, and then remove the paper cover.

  2. Make sure to load Sprocket Photo Paper, up to 10 sheets, with the HP logos facing down.

    Sprocket Photo Paper with the HP logos facing down

  3. Replace the paper cover, and then turn on the Sprocket.

If the issue persists, continue to the next step.

Step 3: Confirm mobile device settings

Make sure your mobile device settings allow a connection with your Sprocket.

  1. Turn on the Sprocket.

  2. On your mobile device, open the Bluetooth settings menu, and then make sure Bluetooth is enabled.

  3. Check the settings on your Android or iOS device.

    • Android devices: On your mobile device, open the Location or Location Services menu, and then make sure the setting is turned on.

      NOTE: 

      You can turn location permission on to connect and print, and then turn it off when you are not using the Sprocket.

      Location menu example on Android

    • iOS devices: Previously paired Bluetooth accessories such as Apple AirPods might interfere with the initial discovery of the Sprocket. Unpair the accessory from the Bluetooth menu of your device before initial pairing with your Sprocket. The accessory can then be paired again after the Sprocket is connected.

  4. On your mobile device, open the HP sprocket app.

  5. Tap the Menu icon , tap sprocket, and then tap Manage Printers.

    A list of available Sprockets displays.

    • If your Sprocket displays: The Sprocket is connected.

    • If your Sprocket does not display: Tap Add New Printer, and then tap the name of your Sprocket.

If the issue persists, continue to the next step.

Step 4: Upgrade the Sprocket firmware

HP regularly releases firmware updates. Upgrading the Sprocket firmware might resolve the issue.

  1. Make sure the Sprocket is on and your mobile device is connected to the Internet.

  2. On your mobile device, open the HP sprocket app.

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

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

  5. Look for a firmware upgrade.

    • If a firmware upgrade displays, tap Get Firmware Upgrade, and then follow the on-screen prompts to complete the update.

    • If a firmware upgrade option does not display, the firmware is up-to-date.

If the issue persists, uninstall, and reinstall the sprocket app.

 

Hope this helps! Keep me posted. 

 

And, Welcome to the HP Support Community. 

 

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

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Lanalara
Level 2
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Message 7 of 19
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I tried all of that. Unfortunately I’m not able to do the 4th step because the sprocket doesn’t show on app. It connects on Bluetooth on my phone but not recognized on the app. 

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EL63
Author
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Message 8 of 19
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Thanks for helping. My sprocket product number is Z3Z91A, serial number [personal info removed] 

 

Is that right? Your document doesn't seem to include sprockets?

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EL63
Author
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Message 9 of 19
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That’s exactly the problem! If we can’t locate the printer, how can we download firmware to locate the printer?? Very frustrating 

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Jay_G24
HP Support Agent
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Try the steps below -

 

  1. Turn on the printer.

  2. Locate the Reset button near the charging port.

    Locating the reset button

  3. Gently insert the straight pin into the reset button access point, and then press the Reset button for 3 seconds.

    The printer resets and turns off.

  4. Turn on the printer.

Keep me posted!

 

 

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