Sprocket won’t find printer.

[BPMW]

Hi -  trying to print, sprocket app tells me it is looking for a printer but can’t find one.  I am connected to Bluetooth, but now it says HP sprocket (AD:D1) which is new. Before it just said  HP sprocket.  I’ve tried all the stuff on the support page, but several of the items aren’t there. Ex. ‘Tap menu icon then tap sprocket’ Sprocket isn’t there. When I try to manage printers, nothing shows up, when I try to add a printer, it says it is searching for a printer.  I’m stuck in a loop.  Thanks in advance for your help.  

[praveen196]

@BPMW Welcome to HP Community!

I understand that the Sprocket won’t find printer.

Step 1: Turn on the Sprocket and check battery status

The Sprocket might have turned off or the battery might need to be charged. Use the HP sprocket app to check the battery status, and then adjust the Auto Off setting.

1. Press and hold the Power button to turn on the Sprocket, and then open the HP sprocket app.

2. Tap the Menu icon , and then tap sprocket.

3. Tap Manage Printers, make sure your Sprocket is selected, and then tap Printer Settings.

4. Under the Status section, locate Battery.

   • If the battery charge is 25% or higher, continue with these steps.

   • If the battery charge is 24% or lower, charge the battery for 30 minutes, and then continue with these steps.

5. Tap Auto Off to change when the Sprocket turns off, if necessary.

If the issue persists, continue to the next step.

Step 2: Make sure the Sprocket has photo paper in the input tray

Check the input tray and make sure photo paper is loaded.

1. Turn off the Sprocket, and then remove the paper cover.

2. Make sure to load Sprocket Photo Paper, up to 10 sheets, with the HP logos facing down.

   

3. Replace the paper cover, and then turn on the Sprocket.

If the issue persists, continue to the next step.

Step 3: Confirm mobile device settings

Make sure your mobile device settings allow a connection with your Sprocket.

1. Turn on the Sprocket.

2. On your mobile device, open the Bluetooth settings menu, and then make sure Bluetooth is enabled.

3. Check the settings on your Android or iOS device.

   • Android devices: On your mobile device, open the Location or Location Services menu, and then make sure the setting is turned on.

     note:

     You can turn location permission on to connect and print, and then turn it off when you are not using the Sprocket.

     

   • iOS devices: Previously paired Bluetooth accessories such as Apple AirPods might interfere with the initial discovery of the Sprocket. Unpair the accessory from the Bluetooth menu of your device before initial pairing with your Sprocket. The accessory can then be paired again after the Sprocket is connected.

4. On your mobile device, open the HP sprocket app.

5. Tap the Menu icon , tap sprocket, and then tap Manage Printers.

   A list of available Sprockets displays.

   • If your Sprocket displays: The Sprocket is connected.

   • If your Sprocket does not display: Tap Add New Printer, and then tap the name of your Sprocket.

If the issue persists, continue to the next step.

Step 4: Reset your mobile device and Sprocket

Reset your mobile device and Sprocket to clear any errors states.

1. Turn off your mobile device, and then turn it back on.

2. Turn on the Sprocket.

3. Remove the Paper Cover, and then use a narrow object, such as a pen or paperclip, to press and hold the Reset button for 3 seconds until the Sprocket turns off.

   note:

   The location of the Reset button varies by Sprocket model. Typically, the button is located underneath the Paper Cover, but can also be found on the outside next to the charging port.

   Example of resetting the HP Sprocket Select Photo Printer

   

4. Turn on the Sprocket.

If the issue persists, continue to the next step.

Step 5: Upgrade the Sprocket firmware

HP regularly releases firmware updates. Upgrading the Sprocket firmware might resolve the issue.

1. Make sure the Sprocket is on and your mobile device is connected to the Internet.

2. On your mobile device, open the HP sprocket app.

3. Tap the Menu icon , and then tap sprocket.

4. Tap Manage Printers, make sure your Sprocket is selected, and then tap Printer Settings.

5. 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 us posted,

If you would like to thank us for our efforts to help you, 

Give us a virtual high-five by clicking the 'Thumbs Up' icon below, followed by clicking on the "Accept as solution" on this post, 

Have a great day!

[BPMW]

Thank you so much for taking the time to answer my question.

I think I need to clarify my issue.

• Battery is charged.
• I have reset the Sprocket. Reset button is on the outside next to the charging slot.
• Paper is loaded.
• When I click on the menu icon, 'sprocket' does not appear.
• Sprocket is sitting an inch from the phone.
• When I tap Manage Printers, I see a box that say "Searching for Printer (next line) We've looked and looked - we're still looking!  But we can't find a sprocket. (next line) Sprocket not listed? You might have one of our earlier printer -  with an arrow.  When I tap that, there is a box that says "Select an Accessory"  with lines for accessories listed (I guess) and then "Cancel" at the bottom.  There are no accessories listed.  When I tap cancel, it takes me back to the "Searching for a printer" box with the spin still spinning.
• So I guess the biggest issue to start, is that there is no Sprocket choice when I tap the menu icon.  Without that choice, I tap the manage printers option and get the above.
• App version is 2.80.3 (12039)

I really feel like I have done all the things listed on the help site and then resetting.  Not sure what to do next.

Thanks again.

BPMW

[praveen196]

@BPMW 

I understand your concerns.

In that case, I would suggets you conatct our phone support and check for the support option. They will help you.

Here is how you can get in touch with phone support.

1)Click on this link - www.hp.com/contacthp/

2)Select the product type.

3)Enter the serial number of your device or select let HP detect your product option.

4)Select the country from the drop-down.

5)You should see the HP phone support number or Chat option listed.

We are experiencing longer than expected wait times to reach an agent due to the CoViD-19 impact and there might have been issues in you getting the expected resolution on the issue. 

Have a nice day!!

[RURA1]

I am having the same issue. Please let me know if you were given a solution.

[leenieleyba]

This is the exact issue I'm having if you find a resolution please let me know. 

[RURA1 · Accepted solution]

I deleted the app from iphone and then reinstalled. 

[BPMW]

I guess that is the new "turn it off & back on".  Thanks so much.  Worked great!