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04-04-2018 09:17 AM
We have a project with photos mostly taken with an iPhone 8. We add a custom border via Facebook and save the images. I have them all on my iPhone 8 and while printing I am finding that some of the photos are being cropped off on the bottom of the photo. This includes about half the border. Most are printing in full. Images are all different sizes and I don't see any consistant factor for why this is happening.
If there a "perfect" size image for Sprocket? Pixels height/width? File size? This is happening on vertical and horizontal photos.
I've tried the editor. I can finger pull the image up to see what is cropped off but it bounces back and won't let me custom crop it.
Really appreciate any help you can offer.
04-05-2018 09:35 AM
Welcome to the HP Forums 🙂
I would like to take a moment and thank you for using this forum, it is a great place to find answers.
As I understand the prints are being cropped due to quality issues,
No worries, as I'll be glad to help you, that said, I'll need a few more details to dissect your concern & provide an accurate solution:
Have you upgraded the printer firmware for better results?
Did you ensure genuine HP Zink pages are being used?
While you respond to that, here's what you need to do:
Step 1: Use genuine HP Sprocket Photo Paper
ZINK® makes custom photo paper for a variety of printers, such as Polaroid, LG, and HP. HP recommends using HP Sprocket Photo Paper for best results. HP cannot guarantee the quality or reliability of non-HP Sprocket Photo Paper. If you do not use genuine HP Sprocket Photo Paper, the steps in this document might not resolve the issue.
To purchase genuine HP Sprocket Photo Paper, go to the HP Sprocket homepage. You can also purchase genuine HP Sprocket Photo Paper from other retailers.
If using genuine HP Sprocket Photo Paper did not resolve the issue, continue to the next step.
Step 2: Charge the printer
Check the printer battery level using the HP sprocket app to determine if the printer needs to be charged.
Turn on the printer.
On your mobile device, open the HP sprocket app.
Tap the Menu icon , and then tap sprocket.
Tap Printers, and then select your printer in the list.
The printer information screen displays.
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 printer until the Status Indicator light turns green, and then continue to the next step.
FOR DETAILS & FURTHER INSTRUCTIONS, USE THIS LINK: https://hp.care/2IyMNJo
(By the end of this article all the issues should be resolved)
Keep me posted,
If the information I've provided was helpful,
give us some reinforcement by clicking the solution and kudos buttons,
that'll help us and others see that we've got the answers!
I am an HP Employee
04-05-2018 09:47 AM
Yes I know all that and have done all that. However, that does not solve the problem. IDK why this is happening. There does not seem to be a consistent factor that I can see. That is why I asked for the optimum file size and image size to print. Should I assume there is not an answer for that?
I have images which when selected in the app on my iPhone do not preview/display/print the whole image. Does not happen to all of them. It's just frustrating.
04-05-2018 03:20 PM
Thank you for responding,
It's great to have you back 😉
I'm glad you've done what you've done so far, and don't worry as I have one more step to help identify or resolve the issue by resetting the printer,
And here's how to do it:
Reset your mobile device and Sprocket to clear any errors states.
Turn off your mobile device, and then turn it back on.
Turn on the Sprocket.
Locate the reset button.
HP Sprocket Photo Printer: Insert a straight pin into the reset button access point next to the micro-USB charging port, and then press the reset button for 3 seconds. The Sprocket resets and turns off.
HP Sprocket Plus Printer: Remove the paper cover, insert a straight pin into the reset button access point next to the input tray, and then press the reset button for 3 seconds. The Sprocket resets and turns off.
HP Sprocket 2-in-1: Remove the paper cover, insert a straight pin into the reset button access point next to the input tray, and then press the reset button for 3 seconds. The Sprocket resets and turns off.
Turn on the Sprocket.
If the issue persists, please Contact HP to have the printer either repaired or replaced:
HP Support can be reached by clicking on the following link:
* Open link: www.hp.com/contacthp/
* Enter Product number or select to auto detect
* Scroll down to "Still need help? Complete the form to select your contact options"
* Scroll down and click on HP contact options - click on Get a Case & phone number.
They will be happy to assist you immediately.
If the unit is under warranty repair services under the manufacturer's warranty will be free of charge.
If you would like to thank me for my efforts to help you,
feel free to give me a virtual high-five by clicking the 'Thumbs Up' icon below,
Followed by clicking on the "Accept as solution".
Have a great day!
I am an HP Employee