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01-04-2018 02:06 AM
I've recently purchased a HP Sprocket Photo Printer, and attempted to print off a few photos from my phone with the orignal ZINK paper the printer came with. All prints appear to have a blue tint, in that images of people appear to have "zombie" like skin colour.
I've noticed that there have been several people who've experienced similar issues and I've followed all the solutions posted by the HP team including the below which has resolved nothing:
1. Updating the firmware on my sprocket printer - the latest version that my phone (Samsung Galaxy S7) permits is 1.1.5
2. Using the genuine HP ZINK Sticky-Backed Photo Paper
3. Cleaning the output rollers with the blue HP ZInk smartsheet from the same pack of photo paper currently in the printer
4. Allowing the printer a few minutes to cool down between print jobs
5. Properly storing the photo paper and avoiding contact with water
6. Using clean, wrinkle-free photo paper
7. Checking my photos to ensure that all images have a minimum resolution of 818 x 1258 pixels
8. Resetting the printer itself
Please advise what other steps I should be taking or alternatively PM me so I can provide examples of the photos.
01-05-2018 12:27 PM
Hi! @LN-2018, Thank you for visiting the HP Forums! A great place where you can find solutions for your issues with help from the community!
I understand you have print quality issues while printing from your sprocket printer.
Don't worry I'll try to help you out.
Did you make any changes to your printer?
I appriciate your efforts for trying out the steps before reaching out to us.
Please provide the image or OS you are running on your smartphone to assist you better.
As you mentioned when you print from the sprocket printer the printer is printing discolored images.
First, try uninstalling and reinstalling the sprocket app from your smartphone and check if it helps.
Please, the few steps recommended below.
Use these recommendations to help improve print quality.
Use genuine HP ZINK® Sticky-Backed Photo Paper. ZINK® makes custom photo paper for a variety of printers, such as Polaroid, LG, and HP. HP recommends using HP ZINK® Sticky-Backed Photo Paper for best results. To purchase genuine HP ZINK® Sticky-Backed Photo Paper, go to the HP Sprocket homepage. You can also purchase genuine HP ZINK® Sticky-Backed Photo Paper from other retailers.
Clean the output rollers with the blue HP ZINK® Smartsheet from the same pack of photo paper currently in the printer. Load the blue HP ZINK® Smartsheet into the input tray with the bar code facing down and the photo paper with the print side facing up, and then send a print job.
Load photo paper with the Smartsheet to avoid an Out of Paper error message.
Update the printer firmware. On your mobile device, make sure it is connected to the Internet, and then open the HP Sprocket app. If there is a firmware update available, a firmware update screen displays. Follow the on-screen prompts to complete the update.
Allow the printer a few minutes to cool down between print jobs.
When the printer becomes too warm, a Cooling down... Sprocket needs to cool down before printing another job. Wait to send another photo. the message might display on the HP Sprocket app. Tap OK to clear the message.
Store the photo paper in a cool, dry place and avoid contact with water. If water spills on a photo, wipe it away as soon as possible to prevent damaging the photo.
Use clean, wrinkle-free photo paper. Avoid loading wrinkled or curled photo paper into the printer.
Make sure images have a minimum resolution of 818 x 1258 pixels per inch (ppi) for optimal print quality. Screen-captured images from your mobile device might not have sufficient resolution for optimal print quality. See your mobile device manufacturer for more information.
If the issue still persists try resetting the printer and update the printer firmware.
1. Reset the Sprocket unit by placing a push-pin or needle into the small hole on the rear of the unit. (Reset instructions in the support doc HERE)
2. Plug in the Sprocket unit with the provided micro-USB cable. Connect to either a computer USB port or USB wall charger.
3. Allow the Sprocket unit to charge for 10 minutes. Note: A call back may be required in these instances.
4. Power on the Sprocket unit by pressing/holding the power button for 3 seconds.
5. A white LED should illuminate on the rear of the unit if power up is successful.
6. Remind the customer to charge their Sprocket for an additional 60-90 minutes to enable a full battery charge.
If the issue still persists try updating the sprocket firmware from the sprocket app and check if it helps.
Open Sprocket app go to menu-->Sprocket---> Printers; A blue firmware update link will be present if an update is available.
Refer this article to further troubleshoot print quality issues with your sprocket printer.
If the issue still persists, remove the printer the Bluetooth settings on your phone and re-add the printer.
Also, uninstall the sprocket app from your phone and install the app again and check if it helps.
If the issue still persists after trying out the steps, please contact HP support for service options.
Link to contact HP.
If the solution provided worked for you, please mark accepted solution for this post.
Let me know if this works!
Have a great day! 🙂
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I am an HP Employee
01-06-2018 03:07 AM
Thanks for your response.
No, I have not made changes to the printer. Yes, I have tried to uninstall and then reinstalled the app again, however, no postive changes were noted. I've also followed your recommendations (re Zink paper, restarting the printer, firmware update, etc) which you have repeatedly posted in previous threads to others in a similar situation per my first post.
The generic link you have provided to contact HP does not lead me anywhere, except for a "We're sorry
We can't seem to find the page you were looking for. Try going back to Support Home or use Support search below to find what you need." message which is highly dissapointing.
I've also had a private message sent to me from the HP helpdesk, advising that I call tech support. The problem is that the numbers they gave me are for the US/Canada and the UK regions, again highly unhelpful when I live in Australia.
Is there a direct email that I can contact where I can share my photos and screenshots of my phone so this issue can be resolved?
01-06-2018 04:08 PM
I have escalated your concern to HP’s Support Team in your region to have it reviewed for available options if any.
You should be contacted within 4 business days (Excluding holidays & Weekends).
Response times may vary by region.
Please send a Private Message, if you aren’t contacted within 4-5 business days.
I am an HP Employee