cancel
Showing results for 
Search instead for 
Did you mean: 
Rick_23
New member
5 3 0 0
Message 1 of 4
343
Flag Post

HP Sprocket printing failed

HP Recommended
HP Sprocket

My  newly bought HP Sprocket isn't functioning, only print out black and white lines. PLEASE HELP !!WhatsApp Image 2018-11-19 at 09.46.35.jpeg

0 Kudos
Tags (1)
3 REPLIES 3
Raj1788
HP Support Agent
HP Support Agent
11,683 11,674 582 666
Message 2 of 4
Flag Post
HP Recommended

@Rick_23

Welcome to HP Forums, 

This is a great place to get support, find answers and tips to your technical queries.

 

To provide you with an accurate solution, I'll need a few more details:

Are you using genuine HP Zink paper?

Have you tried any steps on your own?

 

Charge the Sprocket

Check the battery level using the HP sprocket app to determine if the battery needs to be charged.

  1. Turn on the Sprocket, and then open the HP sprocket app.

  2. Tap the Menu icon , and then tap sprocket.

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

  4. Under the Status section, locate Battery.

    • If the battery charge is 50% or higher, continue to the next step.

    • If the battery charge is 49% or lower, charge the battery for at least 60 minutes, and then continue to the next step.

Upgrade the Sprocket firmware

 

HP regularly releases firmware updates. Upgrading the 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 Printer Settings, and then 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.

After the firmware is updated, send a print job. 

 

Clean the Sprocket paper path rollers

 

Dirt and debris on the paper path rollers can cause print quality issues. Use the colored Print Quality Card (formerly the Smartsheet) from the same pack of HP ZINK photo paper currently in the Sprocket to clean the paper path rollers.

NOTE: 

To avoid print quality issues, do not use a colored card from a different pack of photo paper.

  1. Remove the paper cover, and then remove any photo paper from the input tray.

  2. Check the photo paper and remove any severely bent, wrinkled, or torn photo paper from the stack.

  3. Reload the photo paper with the colored card on the bottom of the stack with the barcode facing down.

  4. Replace the paper cover, and then send a print job.

Use this link: https://support.hp.com/in-en/product/hp-sprocket-photo-printer/12635221/document/c05660842 for your reference.

 

Keep me posted, how it goes!

If the information I've provided was helpful, give us some reinforcement by clicking the Accepted Solution and Kudos buttons, that'll help us and others see that we've got the answers!

Have a great day!

Cheers:)

Raj1788
I am an HP Employee 

0 Kudos
Rick_23
Author
New member
5 3 0 0
Message 3 of 4
Flag Post
HP Recommended

@Raj1788

Dear @Raj1788, Yes i am using Genuine HP Zink paper which comes together with the purchased Sprocket. 

I have followed all the mentioned steps but too bad, it never turns better. 
i'm suspecting my machine is malfunctioning, if that so, how could i request for a replacement? 

 

0 Kudos
Raj1788
HP Support Agent
HP Support Agent
11,683 11,674 582 666
Message 4 of 4
Flag Post
HP Recommended

@Rick_23

 

Let's try resetting the sprocket by resetting the printer with a straight pin to clear any errors.

  1. Turn on the printer.

  2. Locate the Reset button near the charging port.

    Locating the reset button

  3. 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.

  4. Turn on the printer.

If the issue persists, I have sent you a private message, for the further course of action that cannot be shared in a public post.

Can you please check your inbox on the forums page for the private message.

 

Have a great day!

Raj1788
I am an HP Employee 

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