HP Sprocket falls out while printing

[Joyce97]

Hello there, my sister has an HP sprocket for 2 years now but now when she is printing a picture it just falls out. The battery is 100%, it also has the right software. We tried a few things, we tried to print a picture while it is still charging, we also reset the sprocket.  The product number is: Z3292A

[sandytechy20]

@Joyce97

Welcome to HP support community.

Are you using genuine HP zink photo papers?

Upgrade the Sprocket firmware

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 Manage Printers, make sure your Sprocket is selected, and then tap Printer Settings.

5. Under the Status section, locate Battery.

   • If the battery charge is 25% or higher, continue with these steps.

   • If the battery charge is 24% or lower, charge the battery for at least 30 minutes, and then continue with these steps.

6. In Printer Settings, 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 firmware is up-to-date.

Refer this HP document for more assistance:- Click here

I hope that helps.

To thank me for my efforts to help you, please mark my post as an accepted solution so that it benefits several others.

Cheers.

[Joyce97]

Yes we use the right HP zin photo papers. I have already done everything that you say below, the sprocket is on and mobile device is connected to the internet. The battery is 100% and there is no firmware upgrade. 

[Kumar0307]

@Joyce97

If the issue persists, please contact our HP Support team for Service Options as it could be a possible hardware issue:

1) Click on this link - www.hp.com/contacthp/

2) Select your product type below.

3) Enter the serial of your device.

4) Select the country from the drop-down.

5) Select the appropriate option based on your preference.

6) Fill the web-form and proceed further.

Keep me posted for any other assistance.

If you feel my post solved your issue, please click “Accept as Solution”, it will help others find the solution. Click the “Kudos/Thumbs Up" on the bottom right to say “Thanks” for helping!