Sprocket serial number not accepted - won't charge

[Cor78]

My Sprocket 200 series printer no longer charges or turns on. I have tried to contact support but it just says my serial number is invalid. Every support channel requires a serial number to be entered and all say it is invalid so it will not connect me with anyone to help. If no help can be given in the form of an actual HP representative providing a chat option or replacement of my product I will end up replacing my device with a product from another company as I am extremely unhappy with the level of support available for this and the fact that you can't even find my serial number that is listed on my device so is very clearly valid. 

[Gaya1239]

Hi @Cor78,

Welcome to The HP Support Community.  

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

I understand you're having trouble with your HP Sprocket 200, both with the device not charging or turning on and the frustrating support experience. Let's break this down into two parts: troubleshooting the device itself and finding a way to get in touch with HP for support.
 

1. Troubleshooting the HP Sprocket 200 (won't charge or turn on)

Here are a few steps you can try to resolve the issue with charging:

• Check the charging cable: Make sure you are using the original cable or a compatible micro-USB cable. Test the cable with another device to ensure it’s not faulty.
• Try a different power source: Try charging from a different power adapter or USB port, like a wall charger or laptop.
• Reset the device: There's a small pinhole reset button on the side of the HP Sprocket 200. Use a pin or paperclip to press it and hold for about 7 seconds.
• Inspect the charging port: Ensure the micro-USB port on the Sprocket is free of debris and isn't damaged.
• Wait after charging: Sometimes, if the battery is fully drained, the device may need to charge for 30 minutes to an hour before showing any signs of life.

If these steps don't work, you may need a hardware repair or replacement.
 

2. Serial Number Issue

If your HP Sprocket 200 serial number isn't being accepted in HP's system, you’re right to feel frustrated. This could be due to a few reasons, like a system error, outdated database records, or even regional restrictions. Here's what you can try:

• Double-check the serial number format: Serial numbers often contain both letters and numbers—make sure you aren't confusing characters like “O” with “0” or “I” with “1.”
• Use the HP Sprocket app: If you can still pair your Sprocket with a phone (even if it won’t turn on), you may be able to access the serial number through the app. Go to App Settings > Sprocket Info.

Refer to this document: Find product and serial numbers for HP PCs, printers, and accessories  

I hope this helps. 

Take care and have a good day.

Please click “Accepted Solution” if you feel my post solved your issue, it will help others find the solution. 

[Cor78]

None of these steps worked. I have also tried every combination of my serial number to make sure I didn’t misread any numbers as letters and all are rejected. What can I do now? This shouldn’t happen. 

[Gaya1239]

Hi @Cor78 ,

Thank you for your response, I appreciate your efforts. As the issue persists, I am sorry to hear that I'm sending out a private message to assist you with the next course of action. 

Please check your Private message icon on the upper right corner of your HP Community profile Next, to your profile Name, you should see a little blue envelope, please click on it or simply click on this link.

I hope this helps! Keep me posted for further assistance.

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!