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06-12-2018 08:21 AM
Hi! @Suetlala, 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?
Are you printing using HP ZINK® Sticky-Backed Photo Paper?
Please share the OS you are running on your smartphone to assist you better.
As you mentioned when you print from your printer it is vertical stripes on the photos.
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 after trying out the steps. It is a hardware issue with your printer.
Please contact HP support and check for service options.
HP Support can be reached by clicking on the following link:
- Click on this link – www.hp.com/contacthp/
- Click on “Continue as guest”.
- Enter the serial of your device.
- Select the country from the drop-down.
- Click on “Show Options”.
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
06-17-2018 10:37 PM
Indeed, the trouble shooting guides have not helped at all. I still have lines on my photos. I believe it is a hardware issue. Huge warning to people buying this printer that this is a very common problem. I was hoping that not being an early adopter would mean that HP would have taken the time to fix this issue.
I just bought my printer for 2 weeks. Took it on my vacation and I am so very disappoiinted by the product quality. Hope that other people do not have to suffere this same fate. That is why i am posting on this forum.
06-18-2018 05:25 PM