05-07-2017 08:32 AM
05-08-2017 06:39 PM
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I understand you are having an issue with the HP Sprocket neither connecting nor turning off. Don't worry I'll try my best to help you with this,
Did you make any changes to your printer or phone?
Please follow the instructions from the support document - Click here
If the issue persists, I would suggest this could be a hardware failure. I would recommend you contact out HP phone support for available service related options.
Please use the following link to create yourself a case number, then call and it may help speed up the call process:
Step 1. Open link: www.hp.com/contacthp/
Step 2. Enter Product number or select to auto detect
Step 3. Scroll down to "Still need help? Complete the form to select your contact options"
Step 4. Scroll down and click: HP contact options - click on Get phone numberCase number and phone number appear.
They will be happy to assist you immediately.
Keep me posted,
If the information I've provided was helpful,
give us some reinforcement by clicking the solution and kudos buttons,
that'll help us and others see that we've got the answers!
I am an HP Employee
05-12-2017 08:27 PM
Hi @nicole28 -
Please make sure that your sprocket battery is charged after attempting the reset. We've seen other customers reset and think their device was broken because they hadn't properly charged the battery. I'd perform the reset, leave the device connected to the charger for 60-90 minutes, then attempt to power on by pressing/holding the power button for 3 seconds.
Let us know if that works!
The comments above represent myself and do not reflect the opinions of HP.
If my post solved your issue, please click "Accepted Solution" on the post . To show appreciation for my help, please click the "Thumbs Up Icon" below! Thank you
05-14-2017 04:29 PM
I reviewed the post completely. As @Jeet_singh is out of office, I am jumping in to assist you here. Excellent effort and a remarkable of troubleshooting were done to try and resolve the issue. Kudos to you on that score. It is greatly appreciated.
Since you've tried all the steps and the issue has not been resolved, it may be a hardware issue with the sprocket. Please contact Hp phone support to get the printer replaced.
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 phone number.' A case number and phone number will now populate for you.
Hope this helps. Let me know how this goes. I genuinely hope the issue gets resolved without hassles and the unit works great.
Take care now and have a superb week ahead.
I am an HP Employee