HP Sprocket not printing collages

[AW109]

HP sprocket 200, when I initially purchased was working fine, now it will only print a single image and will not print collages. When I try to print the collage the app shuts down or the app will return me to the main screen/gallery to re-select images. 
I've reset the printer, the app, my phone, I've also checked the z-ink paper, everything is fitting well and appropriately. I've tried to problem solve with no success. 

[A_Gayathri]

Hi @AW109 ,

Welcome to The HP Support Community.  

Thank you for posting your query, I will be glad to help you.

I understand you've done a thorough job troubleshooting already. Since the issue persists even after resetting both the printer and the app, it might be worth trying a few more steps:

• Update Firmware and App: Ensure that both your HP Sprocket printer and the companion app are up-to-date with the latest firmware and software updates. Sometimes compatibility issues arise with older versions. Update the firmware on an HP printer
• Check App Permissions: Make sure that the HP Sprocket app has all the necessary permissions enabled on your phone, including access to your photo gallery.
• Clear Cache: Sometimes, accumulated cache data can cause issues with app functionality. Try clearing the cache for the HP Sprocket app on your phone and see if that helps.
• Reinstall the App: If clearing the cache doesn't work, try uninstalling and then reinstalling the HP Sprocket app. This can help to eliminate any corrupted files or settings that may be causing the issue.

Refer to this document:  HP Sprocket 200 Printer series User manual 

I hope this helps. 

Take care and have a good day.

Please click “Accepted Solution” if you feel my post solved your issue, it will help others find the solution. 

[IMD12]

Hello, 

I am having the same problem. 

I use a Google Pixel phone and in the past 3 days have not been able to print any collages and the app will crash if I try to. It seems to work with single photos only. 

I have tried all of the solutions you have put forward above and none of these have worked. The printer seems to work fine, however I expect this is an application issue. 

Can you please confirm if this will be amended as I would like to return my sprocket, if not. 

[Michaelyn]

I am having the same problem and have tried all of the above fixes and uninstalled and reinstalled the app, this is an app issue that HP needs to address/fix