my sprocket won’t print or queue

[nyla222]

i have tried everything and my sprocket will not print or even queue, it has been working fine since i got it but now it is randomly not working.

[Rainbow23]

Hi @nyla222,

Welcome to HP Support Community. 

Thank you for posting your query. I will be glad to help you.

To understand the issue and help you, please get back to me with the details listed below:

- Exact model number of your HP Product (if you need help, click here for information on how to find your model number model).

Note: Do not share any of your personal information such as serial, phone number, email ID, etc.

- Error messages (if any). 

Take care and have a great day ahead.

[nyla222]

Hello, it did not notify me of this message before now, will you be able to help me now?

[Rainbow23]

Hi @nyla222,

To understand the issue and help you, please get back to me with the details listed below:

- Exact model number of your HP Product (if you need help, click here for information on how to find your model number model).

Note: Do not share any of your personal information such as serial, phone number, email ID, etc.

- Error messages (if any). 

Take care and have a great day ahead.

[nyla222]

The click here link doesn’t work for me

[Rainbow23]

Hi @nyla222,

The link is working now.

Please get back to me with the details listed below:

- Exact model number of your HP Product (if you need help, click here for information on how to find your model number model).

Note: Do not share any of your personal information such as serial, phone number, email ID, etc.

- Let me know the complete issue that you are facing with the unit.
- Let me know the version of the operating system installed on the computer.
- Error messages (if any). 

Take care and have a great day ahead.

[nyla222]

Hello here is the information you asked for:

Model name: 1AS85A#B1H

App version: 2.80.20 (17)

Problem: I have been trying to print on my sprocket for a while now, but it seems to have stopped working randomly. Before, when it was working, it would display a "your photo will print now" message, however now it doesn't seem to be doing that anymore.

[Rainbow23]

Hi @nyla222,

I suggest that you follow the steps below to upgrade the firmware.
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. Under the Status section, locate Battery.
Note: If the battery charge is 25% or higher, continue with these steps. 
If the battery charge is 24% or lower, charge the battery for at least 30 minutes, and then continue with these steps.
6. In Printer Settings, look for a firmware upgrade.
7. If a firmware upgrade displays, tap Get Firmware Upgrade and then follow the on-screen prompts to complete the update.
8. If a firmware upgrade option does not display, the firmware is up-to-date.
 

I hope this helps.
Take care and have a good day.

Please click “Accepted Solution” if you feel my post solved your issue, it will help others find the solution. Click the “Kudos/Thumbs Up" on the bottom right to say “Thanks” for helping!