Sprocket studio cartilage problem

[liy15]

My brand new sprocket studio seems defective. 

I have 3 brand new cartilage included it what i bought. Tried to insert one and it was so hard to put inside. It’s like theres something blocking the way. I tried to put pressure went in and closed it tried to print it shows in the app to put a new cartridge. I tried to remove it again it was hard so i did and the cartridge is all messed up. I have 2 more I used another one and did it slowly put had to put pressure for it to get inside. same thing happens. Is the printer the problem or is there something i missed??? i saw a few other people has the same problem but i did not see any solutions. 

[Max3Aj]

@liy15, Welcome to HP Support Community. 

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

I’m sorry to hear you’re having trouble with your new Sprocket Studio. I know how frustrating it can be when something doesn’t work right out of the box, so let’s try to get this sorted together.

From what you’ve described, it sounds like the cartridge might not be seating properly, which could be due to one of the following:

Things to Check:

1. Cartridge Orientation: Make sure the cartridge is being inserted in the correct direction. The orange gear should face inward, and the flat side should be facing out.
2. Obstructions: Check inside the cartridge bay for any packaging material, debris, or misaligned parts that might be blocking the cartridge.
3. Cartridge Damage: If the first cartridge got damaged during insertion, it might have left behind pieces or caused a misalignment.
4. Excessive Force: While a little pressure is normal, it shouldn’t require a lot of force. If it does, something might be misaligned.

Try This:

• Power off the printer and unplug it.
• Open the cartridge door and gently inspect the inside with a flashlight.
• Try inserting the third cartridge gently but firmly, ensuring it slides in smoothly along the rails.
• Once inserted, close the door and power the printer back on.

In the App:

If the app still says “Insert Cartridge,” try restarting the app and reconnecting to the printer. Sometimes the app needs a refresh to detect the new cartridge.

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. Select "Yes" on the bottom left to say “Thanks” for helping! 

Max3Aj

HP Support