Sprocket not printing with Android 6

[Mollymole517]

HELP PLEASE I tearing my hair out!! My daughter got a sprocket printer for Christmas.  We connected it to ber phone, Sony Xperia android 6 and printed ok.  The printer then said update available so stupidly we uploaded the update and now it wont print.  It says its connected to the phone but won't do anything.  We have tried resetting with a pin.  We have uninstalled app. Disconnected and reconnected to the bluetooth. Began the sprocket set up from scratch and NOTHING works.  I have no idea what else to try.  I have a very upset daughter..... 

[A4Apollo]

Hi! @Mollymole517, Thank you for visiting the HP Forums! A great place where you can find solutions for your issues, with help from the community!

I understand you have issues printing with your sprocket using android devices.

Don't worry I'll try to help you out.

Did you make any changes to your printer?

As you mentioned you have issues printing with your sprocket using android devices.

Try the steps recommended below.

Please try few steps recommended below.

1.    Reset the Sprocket unit by placing a push-pin or needle into the small hole on the rear of the unit.  (Reset instructions in the support doc HERE)
2.    Plug in the Sprocket unit with the provided micro-USB cable.  Connect to either a computer USB port or USB wall charger.
3.    Allow the Sprocket unit to charge for 10 minutes.  Note:  A call back may be required in these instances.
4.    Power on the Sprocket unit by pressing/holding the power button for 3 seconds.
5.    A white LED should illuminate on the rear of the unit if power up is successful.
6.    Remind the customer to charge their Sprocket for an additional 60-90 minutes to enable a full battery charge.
 

If the issue still persists uninstall the sprocket app and reinstall the app and try updating the sprocket firmware from the sprocket app and check if it helps.

Open Sprocket app go to menu-->Sprocket---> Printers; A blue firmware update link will be present if an update is available.

Refer this article to know more information about using sprocket printer.

If the solution provided worked for you, please mark accepted solution for this post.

Let me know if this helps!

Have a pleasant day ahead! 🙂

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!

[Mollymole517]

Thanks for that but we have already tried all of the above as I looked on here to see if I could find the answer, but still nothing is working and I am now at a loss other than to return it to the seller 😔

[A4Apollo]

@Mollymole517, It's great to hear from you again.

I appriciate your efforts for writing back to us.

Have you tried printing using a different device?

Try updating your Android device to the latest version and check if it helps.

Also, try to upair the printer from your Android device and pair the sprocket again and check if it works.

If the issue still persists, please contact HP support for service options.

Link to contact HP.

Have a great day ahead!

Take Care! 🙂

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!