04-08-2018 06:40 AM
04-09-2018 12:16 PM
Good Day. A warm welcome to the HP community.
I reviewed the case regarding issues with printing from the sprocket. I will be delighted to assist you here.
Superb description, brilliant troubleshooting and terrific observations made before posting. Kudos to you for that. ;)
Please un-install and re-install the HP sprocket app from google play by following this link https://hp.care/2ExhKLm for android,
and, follow this link https://hp.care/2IHvfuD for apple. :)
This should probably get back the frame, you are looking for. This should do the trick for you.Please perform all these steps patiently as it is critical to resolving the issue.
The trick is to remain patient, Going by your technical expertise and competence I am sure you will be able to perform these steps without breaking a sweat. :)
Hope this helps. Let me know how it goes.
I am an HP Employee
04-09-2018 12:43 PM
Could you please specify which frame would that be?
The apps now will be downloading most of the frames, instead of containing them in the installation package. So you should see a pop-up in the app after a couple of minutes alerting you that new frames and stickers were downloaded. In case you don't see that pop-up after a few minutes of using the app, please kill (force stop) the app and start it again, so the download process of frames and stickers can be restarted.