Sprocket can't be found, bluetooth is connected

[Lisa1001]

Hi.  I have a sprocket that's about 2 years old.  It's always been connected to the same phone and no other devices.  We hadn't used it for a while and now trying today and it won't connect.  I can get it 'connected' in the bluetooth section but when I go to the app the printer isn't showing and when I try to add a printer it says we've looked and looked and we can't find a printer.  

The app is up to date.  I have tried forgetting the printer and deleting the app.  I've turned off both the phone and the printer and I've reset the printer. 

From what I can see on this forum, just about all the sprocket queries are about the same thing and there's a lot of queries listed, so I'm assuming this is a HP known issue.

Can someone from HP please help me?  Thank you.

[Kumar0307]

Hi @Lisa1001

Welcome to the HP Support Community. I understand you are not able to connect the sprocket to your mobile device. I'd be happy to assist you.

• Are you using an iPhone or an Android?
• Have you tried connecting any other device to your phone to check?

Kindly perform the steps mentioned in this document to connect the devices.

Hope this helps! Keep me posted. 

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