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12-25-2018 09:39 PM
I got an HP Sprocket 200 bluetooth printer for Christmas to use with my Samsung Galaxy Express 3 phone. I downloaded the Sprocket App, I connected the bluetooth, I got on the app & set up the printer, but when I tried to connect to my phone I kept getting the error message that the Sprocket could not communicate with this device. We tried it with two other phones in the household, both iPhones, one a 6 and one a 6s. The owner's manual says "The sprocket app is supported by Android™ devices using OS v4.4 and above". Clearly it doesn't. How can I resolve this?
12-27-2018 07:12 AM
A warm welcome to HP Forums!This is a great place to get support, find answers and tips to your technical queries.
Removing the HP Sprocket entry from the Bluetooth paired devices and adding a new printer using HP Sprocket app may resolve the issue. Let's try these steps:
1.) On your phone, open Settings.
2.) Touch Bluetooth, below My devices, tap on the HP Sprocket device..
3.) Select Forget this Device, confirm by touching Forget Device.
4.) Turn off iPhone
5.) Reset HP Sprocket, refer to step 4 from this document.
6.) Turn on HP iPhone.
7.) Open the HP sprocket app.
8.) Tap the Menu icon , tap sprocket, and then tap Manage Printers.
9.) Tap Add New Printer, and then tap the name of your Sprocket
If issue persists, try upgrading sprocket firmware, refer to step 5 from this document.
Let me know how it goes!
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I am an HP Employee
01-02-2019 05:54 PM
It looks like you were interacting with @senan6806, but he is out for the day. I'm KrazyToad & I'm at your service.
The Sprocket should work with Android phones using KitKat OS
I suggest you Reset the Sprocket and then set it up again using the HP Sprocket App from your Samsung Galaxy Express 3.
Make sure the printer is on.
Remove the paper cover.
Locate the Reset button.
With a paperclip or pin, press and hold the Reset button until the Charging Indicator light turns off.
The printer resets and turns off.
Replace the paper cover, and then turn on the printer.
Also check for any Sprocket Firmware updates
Make sure the Sprocket is on and your mobile device is connected to the Internet.
On your mobile device, open the HP sprocket app.
Tap the Menu icon , and then tap sprocket.
Tap Manage Printers, make sure your Sprocket is selected, and then tap Printer Settings.
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.
Keep me posted how it goes
Thank you and have a wonderful day 😊
If the information I've provided was helpful, give us some reinforcement by clicking the "Solution Accepted" on this Post and it will also help other community members with similar issue.
I Am An HP Employee
01-05-2019 02:06 PM
Okay. We tried this again. Let me begin by saying the phone's operating system is Android 6.0.1, which we believe is the Marshmallow operating system. We pressed the reset button until the power light goes off and then the printer immediately resets and turns back on. The Sprocket will not pair with the phone via bluetooth. We continue to get the error message that the phone cannot communicate with the device. What else can we try?
01-05-2019 05:39 PM
Thanks for keeping me posted
This seems to be a Hardware issue with the Sprocket
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I Am An HP Employee
08-06-2019 06:08 AM
I have a Samsung Galaxy Note 8, and cannot get it to recognise my new Sprocket 200, either via Bluetooth settings or through the HP Sprocket app. I've tried EVERYTHING (including all suggestions above). I've never had trouble connecting other devices before, is this a HP design fault?????