If you are facing issues with your Dymo printer, please do the below checks prior to flagging the issue -
1. Is the light at the front flashing, or is it a solid blue color?
(Note: If solid, connection is working and there is no jam. If flashing, the paper could be jammed, or it might be running out of paper. If latter, please proceed to point 5)
2. Is the device plugged in securely to a USB port? (Note: Sometimes, its unplugged and not plugged back in. Check to see if the device is plugged into a working, powered source)
3. Could you please unplug, wait 10 seconds, and plug it back in again? If possible, also plug it into a different USB port this time (Note: Unplugging the device often clears any ‘undetermined’ errors with hardware, as it resets everything. Plugging it into a different USB source also identifies if it’s a USB port issue)
4. In Concierge HV software under File (top left of the application), check that ‘Always print code labels’ is ticked. (Note: Sometimes this is unticked. The Dymo printer won’t print if this isn’t ticked.)
5. Search for Devices and Printers and check if the machine is set up as a default printer
6. Please check if you can open the printer, to confirm when needed which side the labels are sat and if there is any paper jam? (Internal: There is a diagram inside the printer that shows which way the labels should go. However, this is sometimes missed. As a result, the sticky label gets stuck in the roller. To unstick it’s the black arrow key inside the printer. If it’s firmly jammed, the only solution is to send a replacement. The old one needs to be returned always.)
If the machine prints out blank labels double check if you are using the right one. (See the pics) number 1 = Wrong, Number 2 = Ok.
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7. If the printer looks good and “live”, you might need to install the driver’s latest version http://www.dymo.com/en-GB/dymo-label-software-v86-windows-uk and reboot the computer. The concierge may potentially need to get into contact with their IT team for admin access.
8. If you have plugged in the printer but it is not showing on the screen you can simply go onto Control Panel > View Devices & Printers. Then click on “Add a Printer”. Next, you want to click on 'The printer that I want isn't listed'. After that, there will be 5 options and you want to click on the last option which is "Add a local printer or network printer with manual settings". After that, you find the port that matches the printer, It should say “TEXT(Printer Port)”. You want to click next and then you have to select the printer that you are using. Afterward, On the left column, you will see the Manufacturer and you want to select DYMO. This is because the printer is made by DYMO. On the right column, It will give you a list of printers to choose from. In this case, we have DYMO LabelWriter 450 so we have to select that. Once you have selected it, you want to click next and in 10 seconds it will add a new printer into the devices.
9. When we print a delivery label and the system asks you to select which printer you want to use, that means that we need to select the printer as a “default”, check the point (5 above).
Control Panel> Hardware and Sound > View devices and printers.
If the machine is set as a default, and the issue is still happening, check if on the printer list you have 2 or more Dymo listed there, find and remove the ones there that are faded gray and leave the one that is colored.
Unplug the machine from both cables on its back - reboot the PC plug it back.
Once all the checks are done, and if the issue still persists, please email the team at customerservice@dwellant.com describing the issue, and our team will get back to you as soon as possible.