Printer shutting down when print sent

[JerryWiseman]

I have a new sprocket printer that will not print.
My iPhone has the latest software (11.2.1). I have down loaded the latest sprocket app (22:CE).
Every time I send a photo to be printed, the printer turns itself off. This happens both when the sprocket is fully charged and when connected to the power supply. Also I lose the Bluetooth connection.

[Jeet_singh]

Hi @JerryWiseman,

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 while printing from your HP Sprocket printer. Don't worry we'll work together to help you find a solution.

To provide you with an accurate solution, I'll need a few more details:

Have you tried to reset the printer?

Have you tried to upgrade the firmware?

Are you getting any type of error message on your HP Sprocket app? Also, was the printer working previously? Let me know.

You can check http://hp.care/2ilvn9u for detailed troubleshooting steps.

Please let me know if this resolves the issue, or if you require further assistance.

Cheers 🙂

Please click "Accepted Solution" on the post that solves your issue to help others find the solution. To show appreciation for my help, please click the "Thumbs Up Icon" below!

[JerryWiseman]

Thank you for getting back to me in regard to my issue. Below are the answers to the questions you asked:-

Have you tried to reset the printer? Yes. I have put I pin in the hole to reset it.

Have you tried to upgrade the firmware? I assume this is done when I have reloaded the app. Is that correct or is there a mother way?

Are you getting any type of error message on your HP Sprocket app? No error message received. A status bar comes up to tell me the photo is being sent, the white light flashes once in the printer, then the printer turns itself off and I loose the Bluetooth connection.

Was the printer working previously? No. The printer is brand new.


Thanking you
Jerry

[Riddle_Decipher]

@JerryWiseman

It looks like you were interacting with @Jeet_singh, but he is out for the day & I'll be glad to help you out, 

I'm the Riddle_Decipher & I'm at your service. 

I reviewed your concern and the entire conversation,

Did some research and here's what I recommend:

Upgrade the firmware of the printer using this link: Click here for steps,

If the issue persists, Contact HP Phone support to have you printer either repaired or 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!