New HP Sprocket 3x4 Not Charging and prints blank pictures

[House715]

I bought the HP Sprocket 3x4 portable printer. I plugged in the printer to charge and it has been 24 hours and the charging light is still red. If I remove the plug the printer is dead.

I did get a change to send one picture from my Android phone (Samsung S20FE) but when the picture was printed by the sprocket it was a blank picture.

This is the second unit I have receive from Amazon. The first one I bought acted the same, so I assume it was broken, but the replacement unit is also the same. I tried to do some hard resets using the round button in the interior of the printer unit, but no luck

As anyone experienced this type of issues: Will not retain a charge and prints "blank" pictures.

[A_Gayathri]

Hi @House715 ,

Welcome to The HP Support Community.  

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

I understand you are facing an issue with your HP Sprocket 3x4 portable printer is experiencing two distinct issues: not charging properly and printing blank pictures. Here's what you can try to resolve these problems:

1. Charging Issues:

• Try a Different USB Cable/Charger: Ensure you're using the correct charging cable and a reliable charger. Sometimes, faulty cables or low-power adapters can prevent proper charging. Use a known good cable and charger with at least a 1A output.
• Inspect the Charging Port: Check the charging port on the printer for any debris or damage that could be affecting the connection.
• Reset the Printer: Although you've tried a hard reset using the internal button, it might help to fully reset the printer by disconnecting it from the charger, waiting for 10-15 minutes, and then trying again with a different charger.
• Battery Condition: If the unit was used before and is under warranty, the battery may be faulty. Contact HP support for a replacement or repair.

2. Blank Pictures:

• Check the Paper and Ink: Make sure you're using the correct type of paper (HP Sprocket 3x4 Zink Paper) and that the photo paper is loaded correctly. If the paper is jammed or loaded incorrectly, it could lead to blank prints.
• Update or Reinstall the App: Ensure that the HP Sprocket app on your Samsung S20 FE is updated. Sometimes, a software glitch can result in print errors. Try reinstalling the app to clear any issues.
• Check Print Settings: Make sure that the picture you are printing is not too large or cropped in a way that could prevent the printer from processing the image correctly. Try printing a different image to rule out app-specific issues.
• Test the Printer Without Paper: Try running a test print without any paper in the printer to see if it produces any error messages or actions that might provide more information about what's going wrong.
• Print Alignment: Sometimes, the printer needs to be aligned. You can reset the printer’s print alignment through the app settings.

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. Click the “Kudos/Thumbs Up" on the bottom right to say “Thanks” for helping!

[House715]

Thanks for the info. I did all of those steps (different cables, uninstalled/reinstalled apps, use different charging blocks, different electrical outlets, etd.

Nothing works.

Second device with the same issues.

Very disappointing.

I am returning it to Amazon for a refund.

[A_Gayathri]

Hi @House715,

Thank you for your response, I appreciate your efforts. As the issue persists, I am sorry to hear that I'm sending out a private message to assist you with the next course of action. 

Please check your Private message icon on the upper right corner of your HP Community profile Next, to your profile Name, you should see a little blue envelope, please click on it or simply click on this link.

I hope this helps! Keep me posted for further assistance.

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