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jennie332
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Message 1 of 2
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can't get firmware update

HP Recommended
Z3Z91A
iOS

my iphone is the most updated one ios 11.2 and the sprocket im using is Z3Z91A. i can print photos just fine before but eversince the new firmware upgrade came out i can never print again. i tried everything such as restarting my phone,resetting sprocket,disconnecting buletooth and wifi,reinserting paper but none work. when i click on the "get firmware upgraded" it will automatically goes to getting firmware upgrade but when its at the page " sending firmware upgrade to sprocket the white bar below never moves and it just stuck there.ive tried many times and its the same.please help me fix this asap as ive chatted with your online technicians and none could help.

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Spectre_Envy
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Message 2 of 2
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Hello @jennie332 -

 

Sorry to hear about the issues you encountered with firmware update.

 

It sounds like you need to "update" your version of the Sprocket iOS app before attempting the firmware update.  You should be running app version 2.03.1 on your phone.

 

A more detailed set of instructions for how to resolve this issue are contained in the support document here:

 

https://support.hp.com/us-en/document/c05300073

 

Hope that helps...

 

***I am an HP employee***

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