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02-06-2020 05:43 AM - edited 02-06-2020 05:47 AM
My HP Sprocket has started printing white / yellow lines on photos. I’ve gone through other posts and done the firmware update, cleaned the rollers, got new paper and ran the blue sheet through and it’s still doing it. Any help would be appreciated (it’s also just about to run out of warranty on the 20th Feb)
02-09-2020 01:03 PM
@PaigeBrown Here are a few steps that should help resolve the issue:
Step 1: Use genuine HP ZINK photo paper
ZINK makes custom photo paper for a variety of printers, such as Polaroid, LG, and HP. HP recommends using genuine HP ZINK Sprocket Photo Paper for best results. HP cannot guarantee the quality or reliability of non-HP photo paper. If you do not use HP photo paper, the steps in this document might not resolve the issue.
To purchase genuine HP photo paper, go to the HP Sprocket homepage. You can also purchase photo paper through the HP sprocket app and from other retailers.
If using genuine HP photo paper did not resolve the issue, continue to the next step.
Step 2: Upgrade the Sprocket firmware
HP regularly releases firmware updates. Upgrading the firmware might resolve the issue.
Make sure the Sprocket is on and your mobile device is connected to the Internet.
On your mobile device, open the HP sprocket app.
Tap the Menu icon , and then tap sprocket.
Tap Manage Printers, make sure your Sprocket is selected, and then tap Printer Settings.
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.
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.
Send a print job. If the print quality is still unacceptable, continue to the next step.
FOR DETAILS & FURTHER INSTRUCTIONS, USE THIS LINK: CLICK HERE & SKIP TO STEP 3 ONWARD
(By the end of this article all the issues should be resolved)
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I am an HP Employee
02-09-2020 03:50 PM
Thanks for the response however I have already tried all of this.
I have updated the app, updated the firmware, use the ZINK photo paper (purchased at Harvey Norman), have cleaned the rollers, changed settings on the sprocket, used unedited and edited versions of photos and it continues. I have even reprinted photos that printed with no problems in the past and it is having issues now.
How do I go about getting it replaced?
02-10-2020 12:35 PM
@PaigeBrown I suggest you talk to HP support and discuss your options, follow the below steps to get started:
1) Click on this link - http://www.hp.com/contacthp/
2) Click on Sign-in or select the product using the below step:
3) Enter the serial of your device.
4) Select the country from the drop-down.
5) Click on "Show Options".
Fill the web-form, to populate a case number and phone number for yourself!
Also, if you are having trouble navigating through the above options, it's most likely because the device is out of warranty, if yes? please send me a private message with the region you are contacting us from,
here's how private messages work: Click here for details.
If you wish to thank me for my efforts, you could click on "Accept as solution" on my post as the solution should help others too.
I am an HP Employee