cancel
Showing results for 
Search instead for 
Did you mean: 
anisagtp
Level 1
8 5 0 0
Message 1 of 13
1,083
Flag Post

Grainy Photos from New Sprocket

HP Recommended
I received a Sprocket for Mother’s Day 2018. My first 3 prints have been very poor quality- grainy. I have done all of the troubleshooting steps twice! Customer Service in the US only has a UAE (international call) phone number and I am on n Kuwait. Can you help me the r solve the grainy print problem?
Sprocket condition: New, out of the box.
Paper Pack: 10 pack that came with the Sprocket.
Firmware: 1.1.5
Hardware Version: 5
0 Kudos
12 REPLIES 12
jabzi
Level 13
Level 13
6,430 6,404 515 1,128
Message 2 of 13
Flag Post
HP Recommended

Hello anisagtp,

 

kindly help us with the Product Number of the sprocket to assist you better.

 

The Product # is a 6 digit Alphanumeric ending with 'A'

You may have to remove the paper to have a  look at the Product#. 

Regards,
Jabzi

Give Kudos to say "thanks" by clicking on the "thumps Up icon" .


Click "Accept as Solution" if it solved your problem, so others can find it.
Although I am an HP employee, I am speaking for myself and not for HP.
anisagtp
Author
Level 1
8 5 0 0
Message 3 of 13
Flag Post
HP Recommended

Hi Jabzi,

 

The product number for the Sprocket that I bought is Z3Z91A.  I hope that helps.

 

Regards,

Anisa

 

 

0 Kudos
jabzi
Level 13
Level 13
6,430 6,404 515 1,128
Message 4 of 13
Flag Post
HP Recommended
Hello,

Please try the steps mentioned in below url
https://support.hp.com/us-en/product/hp-sprocket-photo-printer/12635221/model/12635222/document/c056...
Regards,
Jabzi

Give Kudos to say "thanks" by clicking on the "thumps Up icon" .


Click "Accept as Solution" if it solved your problem, so others can find it.
Although I am an HP employee, I am speaking for myself and not for HP.
0 Kudos
anisagtp
Author
Level 1
8 5 0 0
Message 5 of 13
Flag Post
HP Recommended
Hi Jabzi,

I followed those steps three times yesterday, but I followed the steps again. Again, the photo quality is very poor - not the beautiful photos seen in all of the YouTube videos that I watched before purchasing the Sprocket.

Is there anything else that Can be done? If not, I will have to try to return the Sprocket for a refund.

Regards,
Anisa
0 Kudos
jabzi
Level 13
Level 13
6,430 6,404 515 1,128
Message 6 of 13
Flag Post
HP Recommended
Hello,

I hope you have tried to update the Firmware.
If "No", then I'd suggest you to update it. .
Regards,
Jabzi

Give Kudos to say "thanks" by clicking on the "thumps Up icon" .


Click "Accept as Solution" if it solved your problem, so others can find it.
Although I am an HP employee, I am speaking for myself and not for HP.
0 Kudos
anisagtp
Author
Level 1
8 5 0 0
Message 7 of 13
Flag Post
HP Recommended

I’m copying this from my first message in this thread:

Sprocket condition: New, out of the box.
Paper Pack: 10 pack that came with the Sprocket.
Firmware: 1.1.5
Hardware Version: 5

 

Is there a newer firmware version than 1.1.5? 

 

One of the first steps in the set up process was to update the firmware.

 

The photos that I have tried to print are high resolution.  Is there anything else that can be done to get the Sprockets to print clear photos? 

 

 

0 Kudos
jabzi
Level 13
Level 13
6,430 6,404 515 1,128
Message 8 of 13
Flag Post
HP Recommended

Hello, 

 

I am not sure if there is a latest Firmware. 

 

If there is an firmware update available it will be visible using the HP Sprocket App. 

Below are the steps to check if Firmware update is available ..

 

  1. Make sure the printer 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 printer in the list.
    The printer information screen displays.
  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 printer firmware is up-to-date. Continue to the next step.
  6. After upgrading the printer firmware, try to print.
Regards,
Jabzi

Give Kudos to say "thanks" by clicking on the "thumps Up icon" .


Click "Accept as Solution" if it solved your problem, so others can find it.
Although I am an HP employee, I am speaking for myself and not for HP.
0 Kudos
anisagtp
Author
Level 1
8 5 0 0
Message 9 of 13
Flag Post
HP Recommended

Hi,

 

I think that I mentioned in my last reply that the first thing the printer prompted me to do was to update the firmware. Just in case though...I checked again, following the instructions you gave and there was no update. 

 

Also, in case the next question is about Embedded Experiences, it is off. 

 

At this point I have done everything in the Help section of the Sprocket at least four times. Other than what is listed under Help in the App and on the HP website, is there anything else that I can try?

 

Regards,

Anisa

0 Kudos
jabzi
Level 13
Level 13
6,430 6,404 515 1,128
Message 10 of 13
Flag Post
HP Recommended

Hello, 

 

 

I'd suggest you to call HP TECH SUPPORT for printer  to be serviced.

 

If you are in USA , kindly call 1-800-474-6836 

Regards,
Jabzi

Give Kudos to say "thanks" by clicking on the "thumps Up icon" .


Click "Accept as Solution" if it solved your problem, so others can find it.
Although I am an HP employee, I am speaking for myself and not for HP.
0 Kudos
† 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