Sprocket 3x4 printing blanks and turning off when not plugged in

[rb1261]

I recently got the Sprocket 3x4. At the beginning it wouldn't print the full picture and I figured it was just because it wasn't fully charged. I then had issues updating the firmware on my phone and had to connect it to the iPad. The firmware completed but all I'm getting is blanks. I've tried the blue alignment page and fresh paper. I can't factory reset because it switches off and won't turn out with the USB cable. I've tried on 2 different devices also. 

[Hawks_Eye]

Hi @rb1261 

Welcome to the HP Support Community!

Thanks for posting your query! We're here to help you get back up and running.

It sounds like your HP Sprocket 3x4 is experiencing issues with printing blanks and turning off when not plugged in. Here are detailed troubleshooting steps to potentially resolve these issues:

 

Steps to Address Printing Blanks

Use Genuine HP Sprocket Photo Paper:

• Ensure you are using genuine HP Sprocket Photo Paper for the best results.
• Load the blue HP Print Quality Card (formerly the Smartsheet®) from the same pack of photo paper currently in the printer. Each blue card calibrates the printer for that specific pack of paper.

Reinsert the Paper:

• Remove the paper cover and ensure the paper stack, including the blue Print Quality Card, is correctly loaded with the logos facing down.

Check Firmware Update:

• Make sure your printer's firmware is up to date. Use the HP Sprocket app to check for any available updates. Ensure the printer is charged to at least 25% before updating the firmware.

Steps to Address Battery and Power Issues

Charge the Printer:

• Connect the Micro-USB Charging Cable to the HP Sprocket 3x4 and allow it to charge fully until the Charge LED Indicator Light turns green.

Power Reset:

• Perform a Hardware Reset: Remove the Paper Cover, press and hold the small round button near the Paper Tray until the printer turns off. The printer will automatically restart.

Factory Reset:

• If possible, do a factory reset to restore settings:
  1. Ensure the USB charging cable is not connected.
  2. Hold the power button for about 7 seconds until the LED lights start to flash.
  3. Release the power button, and while the LEDs are blinking, quickly press and release the power button. This will reset the printer to factory settings.

Steps for Continuous Power Issues

Check Battery Health:

• If the battery charge remains critically low, even after charging, the battery might be faulty. Contact HP Support for assistance with a potential battery replacement.

Contact HP Support:

• If these steps do not resolve the issue, contact HP Support for further assistance or potential warranty service.

Detailed Reset Instructions

Hardware Reset:

• Steps:
  1. Remove the Paper Cover.
  2. Press and hold the small round button near the Paper Tray until the printer turns off.
  3. Restart the printer.

Factory Reset:

• Steps:
  1. Ensure the USB charging cable is not connected.
  2. Hold the power button for 7 seconds until the LED lights flash.
  3. Release the power button and quickly press again while LEDs are blinking.
  4. Power on the printer to complete the reset.

If my response helped, please mark it as an Accepted Solution! ✅ It helps others and spreads support. 💙 Also, tapping "Yes" on "Was this reply helpful?" makes a big difference! Thanks! 😊

Take care, and have an amazing day!

Regards, 

Hawks_Eye