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Honor Student
Posts: 2
Member Since: ‎03-18-2017
Message 1 of 5 (550 Views)
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Unable to connect

Product Name: Sprocket
Operating System: iOS
iPhone 7+ shows Sprocket is connected but the Sprcoket app says it is not connected. I have tried disconnecting Bluetooth, reinstalling the app, resetting the sprocket. None of them works. Please help.
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Accepted Solution

Re: Unable to connect

Hey there! @cindiwong, Thanks for stopping by HP forums!

 

I understand you are unable to connect sprocket to your iPhone.

 

Don't worry I'd like to help you out.

 

Did you make any changes to your printer or phone?

 

I did some research and found HP Sprocket works on iOS v8.0 and later.

 

Try uninstalling and reinstalling the sprocket app on your iPhone.

 

Please try the steps recommended below.

 

Turn on the printer. By default, the printer is set to turn off after 5 minutes. To change when the printer automatically turns off, open the HP Sprocket app on your mobile device. Tap the Main Menu icon, tap sprocket, and then tap Auto Off. Select when you want the printer to turn off.
Charge the printer. On the printer, look for white and green indicator lights. The Status Indicator light is solid and white when the printer is turned on and the Charging Indicator light is solid and green when the printer is fully charged.
Confirm Bluetooth is turned on and paired with your printer. On your mobile device, make sure Bluetooth is turned on and paired with your printer.
If the printer is already paired to your mobile device, turning Bluetooth off and then on might resolve the issue.

 

If the issue still persists try performing a factory reset.

 


If the printer does not print when you send a print job or turn on when you press the power button, reset the printer with a straight pin to clear any errors.
Turn on the printer.
Locate the reset button near the charging port.
Gently insert the straight pin into the reset button access point, and then press the reset button for 3 seconds.
The printer resets and turns off.
Turn on the printer.

 

Refer this article to further troubleshoot sprocket issues.

 

 

 

Let me know if this works!

Have a beautiful day ahead! Smiley Happy

 

 

 

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HP Support Agent
Posts: 7,262
Member Since: ‎01-29-2014
Message 2 of 5 (524 Views)

Re: Unable to connect

Hey there! @cindiwong, Thanks for stopping by HP forums!

 

I understand you are unable to connect sprocket to your iPhone.

 

Don't worry I'd like to help you out.

 

Did you make any changes to your printer or phone?

 

I did some research and found HP Sprocket works on iOS v8.0 and later.

 

Try uninstalling and reinstalling the sprocket app on your iPhone.

 

Please try the steps recommended below.

 

Turn on the printer. By default, the printer is set to turn off after 5 minutes. To change when the printer automatically turns off, open the HP Sprocket app on your mobile device. Tap the Main Menu icon, tap sprocket, and then tap Auto Off. Select when you want the printer to turn off.
Charge the printer. On the printer, look for white and green indicator lights. The Status Indicator light is solid and white when the printer is turned on and the Charging Indicator light is solid and green when the printer is fully charged.
Confirm Bluetooth is turned on and paired with your printer. On your mobile device, make sure Bluetooth is turned on and paired with your printer.
If the printer is already paired to your mobile device, turning Bluetooth off and then on might resolve the issue.

 

If the issue still persists try performing a factory reset.

 


If the printer does not print when you send a print job or turn on when you press the power button, reset the printer with a straight pin to clear any errors.
Turn on the printer.
Locate the reset button near the charging port.
Gently insert the straight pin into the reset button access point, and then press the reset button for 3 seconds.
The printer resets and turns off.
Turn on the printer.

 

Refer this article to further troubleshoot sprocket issues.

 

 

 

Let me know if this works!

Have a beautiful day ahead! Smiley Happy

 

 

 

MrRobot
I am an HP Employee

Honor Student
Posts: 2
Member Since: ‎03-18-2017
Message 3 of 5 (512 Views)

Re: Unable to connect

It works now!! Thank you so much!!
HP Support Agent
Posts: 7,262
Member Since: ‎01-29-2014
Message 4 of 5 (506 Views)

Re: Unable to connect

Hi! @cindiwong! You're welcome and thanks for the reply,

I am happy to hear that your issue got resolved.

If you have any queries in future related to any HP products, you can always reach out to us.

We will try our best to help you out.

Take care,            

Have a great day! Smiley Happy

MrRobot
I am an HP Employee

Teacher
Posts: 108
Member Since: ‎09-27-2012
Message 5 of 5 (467 Views)

Re: Unable to connect

 

I recognize your issue is resolved, but you may want to check to ensure you're running the latest firmware on your Sprocket to ensure the best possible connectivity

 

Once you have a connection via the Sprocket app, please do the following to update the firmware:

 

1.)           Make sure your Sprocket battery is charged greater than 75%, otherwise you won’t see the firmware update option.

2.)           Ensure your Sprocket is powered on and connected to your phone/sprocket app (green circle in menu)

3.)           In the Sprocket mobile app, tap ‘menu’ (3 lines) -> ‘sprocket’ -> ‘Printers’ -> ‘Get Firmware Upgrade’ (blue text)

 

The firmware update will download and transfer to the device, after which you'll need to power it on again to reconnect.

 

Sprocket on!

***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
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