White lines appearing on photos printed by hp sprocket

[totoro2826]

I bought a new hp sprocket printer and the first time I tried it there were white lines on the photo. I tried troubleshooting by updating the app, cleaning the printer by running the blue card through the printer 10 times, turning off the embedded experiences, restarting my printer and uninstalling and reinstalling the app but all of them did not work. In fact, my photos got worse and more white lines appeared in my next few photos. 

[MTEJ]

Hello, @totoro2826 – Hope you are well 🙂

Thanks for contacting us on HP support Forums! I’d like to be of your assistance!

I understand that you are getting white lines on the photo while printing from HP Sprocket Printer.

Firstly, please make sure you only use genuine HP ZINK photo paper.

If using genuine HP ZINK photo paper did not resolve the issue, continue to the next step.

Charge the Sprocket:

Check the battery level using the HP sprocket app to determine if the battery needs to be charged.
Turn on the Sprocket, and then open the HP sprocket app.
Tap the Menu icon , and then tap sprocket.
Tap Manage Printers, make sure your Sprocket is selected, and then tap Printer Settings.
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 battery for at least 60 minutes, and then continue to the next step.

Upgrade the Sprocket firmware:

HP regularly releases firmware updates. Upgrading the firmware might resolve the issue.
Make sure the Sprocket is on and your mobile device is connected to the Internet.
On your mobile device, open the HP sprocket app.
Tap the Menu icon , and then tap sprocket.
Tap Printer Settings, and then look for a firmware upgrade.
If a firmware upgrade displays, tap Get Firmware Upgrade, and then follow the on-screen prompts to complete the update.
If a firmware upgrade option does not display, the firmware is up-to-date.

After the firmware is updated, send a print job. If the print quality is unacceptable, continue to the next step.

Clean the Sprocket paper path rollers:

Dirt and debris on the paper path rollers can cause print quality issues. Use the colored Print Quality Card (formerly the Smartsheet) from the same pack of HP ZINK photo paper currently in the Sprocket to clean the paper path rollers.
NOTE: To avoid print quality issues, do not use a colored card from a different pack of photo paper.
Remove the paper cover, and then remove any photo paper from the input tray.
Check the photo paper and remove any severely bent, wrinkled, or torn photo paper from the stack.
Reload the photo paper with the colored card on the bottom of the stack with the barcode facing down.
Replace the paper cover, and then send a print job.

Let me know if that helps!

Cheers 🙂

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MTEJ
I am an HP Employee