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HP Sprocket - Sprocket Does Not Print

This document is for HP Sprocket Photo and Sprocket Plus Printers, Sprocket 2-in-1s, and the HP sprocket app for Android mobile and Apple iOS devices.
After sending a print job to your Sprocket, the print job does not print. Make sure the Sprocket is charged, connected to your mobile device over a Bluetooth connection, and the Sprocket firmware is up-to-date.
Step 1: Turn on the Sprocket
The Sprocket might have turned off or the battery might need to be charged. Use the Status Indicator light to verify the Sprocket is adequately charged.
  note:
By default, the printer is set to turn off after 5 minutes. You can change the Auto Off setting on the HP sprocket app.
Turn on the Sprocket, and then check the Status Indicator light.
  • If the Status Indicator light is solid and white, the Sprocket is adequately charged. Continue to the next step.
  • If the Status Indicator light does not turn on or the Charge Indicator light is red, the Sprocket needs to be charged. Charge the Sprocket by connecting it to a power source with the USB cable. The Sprocket is fully charged when the Charge Indicator light turns off or turns green.
If the issue persists, continue to the next step.
Step 2: Make sure the Sprocket has photo paper in the input tray
Check the input tray and make sure photo paper is loaded.
  1. Turn off the Sprocket.
  2. Remove the paper cover by sliding it away from the output slot, and then set it aside.
  3. Make sure to load Sprocket photo paper, up to 10 sheets, with the HP logos facing down.
  4. Align the paper cover with the tracks on the outside of the printer, and then slide the paper cover toward the output slot until it is firmly seated.
  5. Turn on the Sprocket.
If the issue persists, continue to the next step.
Step 3: Confirm Bluetooth is turned on and paired with your Sprocket
On your mobile device, make sure Bluetooth is turned on and paired with your Sprocket.
  1. Turn on the Sprocket.
  2. On your mobile device, locate the Bluetooth menu in your wireless connection settings.
  3. Look for your Sprocket in the list.
    • If your Sprocket displays in the list of Paired Devices or My Devices, the Sprocket is connected.
    • If your Sprocket displays in the list of Available Devices or Other Devices, tap it to connect.
    • If the Sprocket does not display in either list, move the Sprocket and your mobile device closer together, and then tap Search or Scan. When the Sprocket displays, tap it to connect.
    Example of a Sprocket in Paired Devices (Android)
    Example of a Sprocket in My Devices (Apple iOS)
    Example of a Sprocket in Paired Devices
    Example of a Sprocket in My Devices
  4. On your mobile device, open the HP sprocket app.
  5. Tap the Menu icon , and then tap sprocket.
  6. Tap Printers, and then select your Sprocket in the list.
  7. If An Error Occurred message displays, tap OK, and then continue to the next step.
If the issue persists, continue to the next step.
Step 4: Reset your mobile device and Sprocket
Reset your mobile device and Sprocket to clear any errors states.
  1. Turn off your mobile device, and then turn it back on.
  2. Turn on the Sprocket.
  3. Locate the reset button.
    • HP Sprocket Photo Printer: Insert a straight pin into the reset button access point next to the micro-USB charging port, and then press the reset button for 3 seconds. The Sprocket resets and turns off.
      Locating the reset button for HP Sprocket Photo Printer
    • HP Sprocket Plus Printer: Remove the paper cover, insert a straight pin into the reset button access point next to the input tray, and then press the reset button for 3 seconds. The Sprocket resets and turns off.
      Locating the reset button on the HP Sprocket Plus Printer
    • HP Sprocket 2-in-1: Remove the paper cover, insert a straight pin into the reset button access point next to the input tray, and then press the reset button for 3 seconds. The Sprocket resets and turns off.
      Location the reset button on the HP Sprocket 2-in-1
  4. Turn on the Sprocket.
If the issue persists, continue to the next step.
Step 5: Upgrade the Sprocket firmware
HP regularly releases firmware updates. Upgrading the Sprocket firmware might resolve the issue.
  1. Make sure the Sprocket is on and your mobile device is connected to the Internet.
  2. On your mobile device, open the HP sprocket app.
  3. Tap the Menu icon , and then tap sprocket.
  4. Tap Printers, and then tap your Sprocket in the list.
  5. Look for a firmware upgrade.
    • If a firmware upgrade displays, tap Get Firmware Upgrade, and then follow the on-screen prompts to complete the update.
    • If a firmware upgrade option does not display, the Sprocket firmware is up-to-date.
Step 6: Contact HP Customer Support
If you completed all preceding steps and issue has not resolved, contact HP Customer Support.

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