Sprocket not taking charge- cannot turn on

[naburro]

I am having an issue with my daughter's Sprocket. The printer will not charge. When plugged in, the red light flickers or doesn't light at all. It never turns green, and will not power on. This was purchased 4-30-24

[VikramTheGreat]

Hi @naburro,

Welcome to the HP Support Community.
 

Thank you for posting your query. I will be glad to help you.

I can understand how tough this situation must be, frustrating when your device won’t cooperate despite trying everything you can. Let’s explore some steps to help.

• Have you tried using the original charging cable that came with the Sprocket, or is it unavailable?
• Does the Sprocket app on your phone detect the printer, or is it completely unresponsive?
• Can you feel any heat or hear any sounds when attempting to charge or turn it on?

Let's try these steps. 

• Charge for a Longer Time: Even if the light flashes red and green, leave the Sprocket connected to a power source for at least an hour to see if it eventually stabilizes.
• Try a Different Adapter: Use a wall adapter with an output of 5V/2A (standard for many smartphones) to ensure sufficient power.
• Hard Reset Without Powering On: While the device is charging, press and hold the reset button for 10-15 seconds. Sometimes this can work even if the device isn’t turning on.
• Clean the Charging Port Gently: Use a soft brush or compressed air to ensure no debris is causing a poor connection. Avoid anything metallic to prevent damage.
• Test with a New Battery (if replaceable): If the Sprocket Plus model allows battery replacement, consider testing it with a new battery from HP or a third-party seller, as the battery may no longer hold a charge.

I hope this helps.

Take care and have a good day.

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VikramTheGreat

HP Support 

[naburro]

Thank you for getting back to me. The device does absolutely nothing. No sound. No light other than the flicker of the charging light. We charged it overnight and it still did not power on. We have so many cables that I don’t know which is the original

sprocket cable so we tried a few that fit with no luck, along with different charging blocks. The device does nothing. I had received an email from HP support on Friday 3/21, responded the same day and have heard nothing back as of 3/26. If you can assist further that would be great. 

[VikramTheGreat]

Hi @naburro,

Welcome to the HP support community.
 

Sorry to hear that you still have trouble. Please do share the Pc details in a private message so I can try to find and get more help.

Please help us with your HP unit serial number or the product number in a private message for further assistance.
 

Here is the link to find the product Serial number: - Click here

To access your private messages, simply click the private message icon on the upper right corner of your HP Support Community profile, next to your profile and send a private message to me with the serial number because we value your privacy.

VikramTheGreat

HP Support