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Honor Student
Posts: 2
Member Since: ‎05-07-2017
Message 1 of 5 (455 Views)

Sprocket Won't Reset, Connect, or Turn Off

Product Name: Sprocket
Operating System: Android 6.0 Marshmallow
My Sprocket will not connect or turn off. I have tried to press the reset button like your instructions, but still nothing. The reset button will not work. The printer doesn't appear on my bluetooth when I try to connect to it. It has worked before, but has suddenly not worked.
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0 Kudos
HP Support Agent
Posts: 5,705
Member Since: ‎07-26-2016
Message 2 of 5 (423 Views)

Re: Sprocket Won't Reset, Connect, or Turn Off

Hi @nicole28,

 

Thank you for showing your interest in HP Support Forums. It is a great place to find the help you need, from other users, HP experts, and other support personnel. For you to have the best experience on the HP forum, you could also visit our HP Forums Guide for the First Time Here? Learn How to Post and More.

 

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

 

HP Sprocket Photo Printers - Frequently Asked Questions (FAQs)

 

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!

Good Luck.

Jeet_Singh
I am an HP Employee

Teacher
Posts: 108
Member Since: ‎09-27-2012
Message 3 of 5 (388 Views)

Re: Sprocket Won't Reset, Connect, or Turn Off

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!

 

***I am an HP employee***

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 Smiley Happy
Honor Student
Posts: 2
Member Since: ‎05-07-2017
Message 4 of 5 (377 Views)

Re: Sprocket Won't Reset, Connect, or Turn Off

I let it charge nearly all day while I left my house for a couple hours and the led indicater still showed red even after several hours of charging
HP Support Agent
Posts: 4,847
Member Since: ‎08-10-2016
Message 5 of 5 (362 Views)

Re: Sprocket Won't Reset, Connect, or Turn Off

Hi @nicole28,

 

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. Smiley Happy 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:

http://h22207.www2.hp.com/us-en/?openCLC=true


(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. Smiley Happy

DavidSMP
I am an HP Employee

† The opinions expressed above are the personal opinions of the authors, not of HP. By using this site, you accept the Terms of Use and Rules of Participation