Sproket not connecting to Android device (despite following all the instructions)

[Hedges]

Hi, i bought the Spoket 200 for my girlfrind yesterday and gave it to her today for her birthday however it didnt connenect to the her phone (Oppo R9s). after a few tries i connected it to my iphone (8) with no issue (very seemless). After another 30 mins of solid attempts to rest both the phone, the app, reinstall, and reboot, and doing the same for the Sproket i gave up and went to the store i bought it from, from there i was able to conect it to pretty much every android phone (pixel, oppo and huawei) that was on display, i even tryed connecting it to a brand new out fo the box sproket 200. no luck.

anyway can someone please help, i really hope i havent wasted my money.

Cheers,

M

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Oppo R9s

Model CPH1607

Android V 6.0.1

ColorOS V3.0.0i

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[Betty0610]

@Hedges

Welcome to the HP Support Community.

This definitely looks like an issue with the phone.  Let's reset your phones network settings:

1. Go to Settings.
2. Go to Backup & reset.
3. Now tap on the “Network settings reset” option.
4. Hit the “Reset Settings” button.
5. You will be given another warning, hit the “Reset Settings” button again.

Also, check for any software update on your phone.

Let me know if this helps.

If the information I've provided was helpful, give us some reinforcement by clicking the Accepted Solution and Kudos buttons, that'll help us and others see that we've got the answers!

Thanks!

Have a great day!

[Hedges]

Hi Betty, thank you for their reply,

i have tried to follow the instructions as you have listed but I can’t find a network reset in that menu or the Bluetooth or wifi menus.

if there anything else I can try?

cheers,

M

[Betty0610]

@Hedges

I recommend you contact the HP Support Team as this could be a hardware issue.

Click on this link – www.hp.com/contacthp/

Let me know if this helps.

If the information I've provided was helpful, give us some reinforcement by clicking the Accepted Solution and Kudos buttons, that'll help us and others see that we've got the answers!

Thanks!