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Print quality went bad

HP Sprocket

I just received my HP Sprocket. It was printing just fine with the first pack of paper I received with it, but after I put in a new pack of paper (HP brand of ZINK photo paper), the pictures got very pixelated and grainy. I reprinted some pictures that I printed with the first pack to see if it was the printer or the paper, but they all came out worse than the first time around.  I have reinserted the blue paper, and it's the same. Please help. Thanks!

 

Firmware Version 1.15

Hardware Version 5

Battery fully charged

Android phone (that's all I know about it)

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HP Support Agent
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Hi @greenkiwi,

 

Welcome to HP Forums, 

This is a great place to get support, find answers and tips, 

Thank you for posting your query, I'll be more than glad to help you out :) 

 

I went through the details, and I see that you've already performed most of the troubleshooting steps. Kudos to you for that. :)

 

Let's try a few steps which you haven't tried yet.

  1. Turn on the printer.

  2. Locate the reset button near the charging port.

    Figure : Locating the reset button

    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.

Once done follow the steps given below to update the firmware. :)

 

Upgrade the printer firmware using the HP sprocket app. HP regularly releases printer updates.

  1. Make sure the printer is charged 50% or more.

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

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

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

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

    The printer information screen displays.

  6. 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.

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. ;)

Barachiel
I am an HP Employee

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greenkiwi Top Student
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I did as your instruction said, and it's still printing funny. I've attached a picture of what came out. The top one is from the first time I printed and came out fine.

 

It's hard to tell, but the bad pic is much blurrier than the good pic. And those lines...

 

2018-03-18 18.16.03.jpg

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Hi @greenkiwi,

 

Thank you for responding,

It's great to have you back ;)

 

If that's the case, I'd request you to contact HP's phone support team for further assistance.

 

HP Support can be reached by clicking on the following link: Open link:  www.hp.com/contacthp/

 

Enter Product number or select to auto detect.Scroll down to "Still need help? Complete the form to select your contact options".

 

Scroll down and click on HP contact options - click on Get a Case & phone number.They will be happy to assist you immediately.

 

If the unit is under warranty repair services under the manufacturer's warranty will be free of charge.

 

Best regards,

Barachiel
I am an HP Employee

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greenkiwi Top Student
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I wasn't able to contact anyone is the reason why I came to this forum.  >.<

 

When it asked for the serial number, it said I need to enter the product number also. I can't find the product number for this, so I couldn't go any further on the contact page.

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Hi @greenkiwi,

 

Thanks for the response. :)

 

Please let me know which country/region you are from, in a private message, to assist you further with required details.

 

If I have helped you resolve the issue, feel free to give me a virtual high-five by clicking the 'Thumbs Up' icon below, 

Followed by clicking on "Accept as solution" from the drop-down menu on the upper right corner,

Thank you for posting in the HP Support Forum.  Have a great day!

Regards,

Barachiel
I am an HP Employee

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Hi @greenkiwi,

 

Thanks for the quick response.

 

Please check my private message for further details. :)

 

Best regards,

Barachiel
I am an HP Employee

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greenkiwi Top Student
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Thank you so much~ We got it all sorted out.

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Hi @greenkiwi,

 

Thank you for replying with this detailed response ;) 

I appreciate your time and efforts,

 

Hurray!!! I'm delighted to hear that it's working! Feel free to reach out to us again. Have a great day. :)

 

Feel free to post your query for any other assistance as well,

 

It's been a pleasure interacting with you and I hope you have a good day ahead. 

You've been great to work with and it has been a genuine pleasure interacting with you.

 

I hope both you and your product works great and remain healthy for a long time ;)

 

Best regards,

Barachiel
I am an HP Employee

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greenkiwi Top Student
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I think it may be the new firmware or something. The replacement was printing just fine until I updated it. Now it's all grainy and pixelated again (without the weird lines this time). How do I uninstall the latest firmware?

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