White band on sprocket printouts

[ary3]

Recently bought a black Sprocket and getting this white band on all prints taken so far. The band is at the top of the print. Blue card is loaded at the bottom and comes out fine, but not the prints. Checked other posts with similar issues but can't find a solution 😞  I've only used it 3 times and I hope this isn't a permanent issue. Help please

[sandytechy20]

@ary3

Welcome to HP support community.

Upgrade the Sprocket firmware

1. Make sure the Sprocket 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 Manage Printers, make sure your Sprocket is selected, and then tap Printer Settings.

5. Under the Status section, locate Battery.

   • If the battery charge is 25% or higher, continue with these steps.

   • If the battery charge is 24% or lower, charge the battery for at least 30 minutes, and then continue with these steps.

6. In Printer Settings, look for a firmware upgrade.

Clean the Sprocket paper path rollers

1. Remove the Paper Cover, and then remove any photo paper from the input tray.

2. Roll the paper path rollers back and forth several times.

3. Check the photo paper and remove any severely bent, wrinkled, or torn photo paper from the stack.

4. Reload the photo paper with the colored card on the bottom of the stack with the barcode facing down.

5. Replace the Paper Cover, and then send a print job.

You can refer this HP document for more assistance:- Click here

Let me know how it goes.

To thank me for my efforts to help you, please mark my post as an accepted solution so that it benefits several others.

Cheers.

[ary3]

Hi, I tried all of the steps mentioned in your answer, I updated the app, updated the firmware and cleaned the rollers, but it still left a white band at the top. Its also printing out the images really pale. I'm not quite sure how to fix this and hope you can help further. Thank you

[sandytechy20]

@ary3

This might require remote access of the computer to fix the issue.

I request you to talk to HP support.

They might have multiple options to help you with this.

1. Click on this link - https://support.hp.com/us-en/contact-hp?openCLC=true
2. Select the country.
3. Enter the serial of your device.
4. Select the country from the drop-down.
5. Click on "Show Options".
6. Fill the web-form. A case number and phone number will now populate for you.

To thank me for my efforts to help you, please mark my post as an accepted solution so that it benefits several others.

Cheers.