iphone 5 s cannot fibd sprocket on bluetooth

[finlily]

the iphone 5s cannot discover the sprocket - my Samsung s7 can find it and the iphone can find other bluetooth devices but not the sprocket

[Riddle_Decipher]

@finlily

Welcome to the HP Forums 🙂 

I would like to take a moment and thank you for using this forum, it is a great place to find answers. 

As I understand the iPhone 5s cannot detect the HP Sprocket via Bluetooth,

No worries, as I'll be glad to help you, that said, I'll need a few more details to dissect your concern & provide an accurate solution: 

Have you ensured the app to connect the device to the printer is installed?

While you respond to that, here's what you need to do:

Install the HP sprocket app on your mobile device, and then pair your mobile device to the printer using a Bluetooth connection. The app is required to connect the printer and print photos from your mobile device.

1. Go to the HP Sprocket homepage, and then follow the on-screen instructions to download and install the app.

2. After the app installs, turn on the printer.

   Figure : Turning on the printer

   

3. On your mobile device, open the Bluetooth settings menu.

   A list of nearby devices display.

4. Look for HP sprocket (xx:xx) in the list.

   • If the printer displays in the list, tap it, and then continue to the next step.

   • If the printer does not display in the list, tap Search or Scan, depending on your mobile device. When the printer displays, tap it, and then continue to the next step.

   Figure : Example of HP sprocket in the devices list

   

CLICK HERE FOR MORE STEPS AND INSTRUCTIONS.

(By the end of this article all the issues should be resolved)

For steps on connecting, Printing, or Updating the Firmware (Apple iOS) - Click here

If you would like to thank me for my efforts to help you, 

 feel free to give me a virtual high-five by clicking the 'Thumbs Up' icon below, 

Followed by clicking on the "Accept as solution" button.

Have a great day!

[finlily]

as stated I have removed and reinstalled the app and the sprocket cannot be found via Bluetooth - I have stated all the steps I have taken so far

[Riddle_Decipher]

@finlily

Thank you for responding,

It's great to have you back 😉

If you've already upgraded the firmware, reinstalled the application and followed all the steps listed on this link & here

And yet, the issue persists, I recommend you reset the printer and retry:

If the printer does not print when you send a print job or turn on when you press the power button, reset the printer with a straight pin to clear any errors.

1. Turn on the printer.

2. Locate the reset button near the charging port.

   Figure : Locating the reset button

   

3. Gently insert the straight pin into the reset button access point, and then press the reset button for 3 seconds.

   The printer resets and turns off.

4. Turn on the printer.

If the issue persists, please Contact HP to have the device repaired/replaced:

HP Support can be reached by clicking on the following link:  

* Open link:  www.hp.com/contacthp/

* Enter Product number or select to auto detect

* Scroll down to "Still need help? Complete the form to select your contact options"

* Scroll down and click on HP contact options - click on Get a Case & phone number.

They will be happy to assist you immediately. 

If the unit is under warranty repair services under the manufacturer's warranty will be free of charge.

If you would like to thank me for my efforts to help you, 

feel free to give me a virtual high-five by clicking the 'Thumbs Up' icon below, 

Followed by clicking on the "Accept as solution".

Have a great day!