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12-25-2017 11:23 AM
Thanks for engaging in HP support Forums! This is a wonderful location to converse with the community, get assistance and find tips!
I see from your post that you are having issues in pairing HP sprocket with your mobile. I would like to help you resolve this issue.
Don't worry though as I have a few steps to determine the issue and find a solution as well,
- Restart the sprocket.
- Click here and follow step 3 in the document.
Please let me know if this resolves the issue, or if you require further assistance!
Eagerly waiting for your response!
I hope you have a good day ahead,
And Feel free to ask your queries as this forum has some of the best people in the world available and ready to help.
I am an HP Employee
12-29-2017 10:11 AM
As I understand that you are having issues with your new HP Sprocket. Don't worry as I have a few other steps which should help you resolve this issue.
Turn on the printer: By default, the printer is set to turn off after 5 minutes. To change when the printer automatically turns off, open the HP sprocket app on your mobile device, and then tap the Menu icon . Tap sprocket, and then tap Printers. Select your printer in the list, tap Auto Off under the Settings section, and then select when you want the printer to turn off.
Charge the printer: On your mobile device, open the HP sprocket app, tap the Menu icon . Tap sprocket, and then tap Printers. Select your printer in the list, and then locate Battery under the Status section. If the battery is low, charge the printer by connecting it to a power source with the USB cable.
Make sure the printer has photo paper in the input tray: Load up to 10 sheets of HP Sprocket Photo Paper into the input tray with the HP logos facing down.
Confirm Bluetooth is turned on and paired with your printer: On your mobile device, make sure Bluetooth is turned on and paired with your printer.
If the printer is already paired to your mobile device, turning Bluetooth off and then on might resolve the issue.
Move the printer and your mobile device closer together: Bluetooth signals can be weaker at greater distances.
Upgrade the printer firmware: Open the HP sprocket app on your mobile device, and then look for a firmware upgrade in the sprocket menu.
Reset your mobile device: Turn off your mobile device, and then turn it back on to clear any error states.
Reset the printer. On the printer, locate the reset button underneath the paper cover, insert a straight pin into the reset button access point, and then press the reset button for 3 seconds. The printer resets and turns off.
If you have tried these steps here and still having the issue. I would recommend you to try and connect the printer to a different phone and check. If the Sprocket is not connecting to an alternate phone, then it could be a hardware issue with the Sprocket and I'd advise you contact the HP phone support for further assistance.
HP Technical Support can be reached by clicking on the following link: http://h22207.www2.hp.com/us-en/?openCLC=true
(1) Once the support page opens please select the country in which you're located. Next, enter your HP model number on the right.
(2) Next, choose the 'Contact Support' tab at the top and scroll down to the bottom of the 'HP Support- Contact' page to fill out the form provided with your contact information.
(3) Once completed click the 'Show Options' icon on the bottom right.
(4) Lastly, scroll down to the bottom of the page and select 'Get phone number.' A case number and phone number will now populate for you.
If you have any troubles, let me know and I will do my best to help!
I am an HP Employee