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not pairing to new ios 11

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My sprocket is not recognising that it’s paired to the app even tho I’m sure it is....
On my iPhone it says it’s connected via Bluetooth, it has BF:CE in brackets tho.... what does that mean??
But when I check on the app under printers, it says no printers connected.
And also, it keeps saying there’s a print queue, when there shouldn’t be as I keep clearing the queue, but when I go to print something it says there’s a queue again!!!!
It’s so frustrating as it should be a simple device to use, but it’s not playing the game at the moment.
(I have tried: resetting the sprocket with a pin, deleting the app & reinstalling, nothing is working!!
I love my Sprocket, but I’m really annoyed 😰

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Hi @emsy79,


Thanks for engaging in HP support Forums! This is a wonderful location to converse with the community, get assistance and find tips! I understand you are having issues with your HP sprocket not being paired with your iPhone. Don't worry I'll do my best to help you resolve this issue.


After going through your post, I see that you have already tried resetting the sprocket as well as updating the uninstalling and reinstalling the app and still not working.

I would like to know if you have tried to update the firmware on the printer, If not, I would suggest you could try this step, which should help you resolve this issue.


Update the printer firmware. On your mobile device, make sure it is connected to the Internet, and then open the HP Sprocket app. If there is a firmware update available, a firmware update screen displays. Follow the on-screen prompts to complete the update.


If you have tried it and still having the issue, I would recommend you contact our HP phone support for further assistance.


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

(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 the 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!


Hope this helps, for any further queries reply to the post and feel free to join us again

Feel free to post your query for any other assistance as well,

It's been a pleasure interacting with you and I hope you have a good day ahead.


If you wish to show appreciation for my efforts, mark my post as Accepted Solution.

And click on the Purple Thumbs up icon at the bottom of my comment.




I am an HP Employee

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Message 3 of 3
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Thanks for getting back to me.
I managed to get my Sprocket working now, although somewhat temperamentally.
I have a feeling the print queue problem will return and also, since I’ve had my Sprocket I haven’t had any notifications to say that here’s an update..... how often do we get updates?

I’m also trying to figure out why my Sprocket comes up with (BF:CE) is this an error message?? It says this where my Sprocket is listed in the app. So far no one has been able to tell me what this means as I’m pretty sure that it wasn’t there when it first set it up.
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