Why do some of my sprocket pictures have a white box at the bottom

[Ian77]

Why do some of my sprocket pictures on my camera roll have a white box at the bottom and some don't ? 

[Flower_Bud]

@Ian77

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, your printer has a print quality issue,

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:

When was the last time it worked fine?

Were there any hardware/software changes? 

Does this happen only when your printer is charged fully?

Let's try these steps to resolve the issue: 

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.

1. Turn on the printer.

2. On your mobile device, open the HP sprocket app.

3. Tap the Menu icon , and then tap sprocket.

4. Tap Printers, and then select your printer in the list.

   The printer information screen displays.

5. 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.

Step 3: Upgrade the printer firmware

HP regularly releases firmware updates. Upgrading the printer firmware might resolve the issue.

1. Make sure the printer is on and your mobile device is connected to the Internet.

2. On your mobile device, open the HP sprocket app.

3. Tap the Menu icon , and then tap sprocket.

4. Tap Printers, and then tap your printer in the list.

   The printer information screen displays.

5. 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 printer firmware is up-to-date. Continue to the next step.

6. After upgrading the printer firmware, try to print.

If the print quality is unacceptable, continue to the next step.

Refer to this document for the remaining troubleshooting: Click here

Step 4: Clean the output rollers

Step 5: Other things to try

Let me know how that pans out

I hope you have a good day ahead,

And feel free to ask any other queries as well,

Considering, this forum has some of the best people in the world available and ready to help.

[Flower_Bud]

@Ian77

Thank you for responding,

It's great to have you back 😉

Let's perform Reset and set up the printer once again,

1. Turn on the printer.

2. Locate the reset button near the charging port.

   Figure: Locating the reset button

   

3. Gently insert the straight pin into the reset button access point, and then press the reset button for 3 seconds.

   The printer resets and turns off.

4. Turn on the printer.

Keep me posted how this goes,

Have a great day 😉