If your printer is not connecting to Visitor Management: 

Check that DYMO Connect Service is running. Should be found in background apps by selecting the up arrow at the bottom-right of the toolbar. Right-click on the DYMO Connect icon and click Diagnose (on MacOS, the DYMO Connect Service should be located on the top right of the taskbar as a stand-alone icon).

If the DYMO Connect Service is not found on the taskbar, try searching for the “DYMO Connect Service” application and attempt to open it. If it’s not installed, use the download link from the Device Settings page in Visitor Management to install DYMO Connect.

If you get a message saying “DYMO Connect Service is running on port 41951” then proceed to step 2. Otherwise please check in Visitor Management, whether the issue is resolved by refreshing the page. Then, proceed to step 2.

If you get a message saying that the SSL connection failed to establish, go to this link and follow the steps to resolve the SSL connection issue on Windows machines.

For MacOS users, follow these instructions: 

1. Open Keychain Access and search for any keychain with the name “localhost”. If there is one named “DYMO Root CA (for localhost)” please delete it, as this is the certificate used with an older version of the DYMO software and needs to be removed.
2. Find the one named “localhost” that expires December 31, 2037 and double-click it to open the settings.
3.  Expand the Trust tab and change all settings to Always Trust, then click the red "x" to close this window. You will be asked to enter an admin password.
4. Close Keychain Access and Restart DYMO Connect Service by clicking “Reset” from the app icon on the toolbar. 
5. If you get any other error message, please uninstall DYMO Connect, remove all DYMO installation directories in the C:\Program Files (x86)\ folder in Windows (for MacOS move all DYMO applications to the trash and delete the certificate located in Keychain Access named localhost), reboot the computer, and then reinstall DYMO Connect.
6. Check to see whether the printer is showing up as a connected device in Windows/MacOS.

In Windows, you can pull up the Control Panel/Devices and Printers page to see whether the printer is showing as connected. If it is not connected, power cycle the printer by unplugging both the USB and power cables for at least 20 seconds before plugging them back in, power cable first.

If you see duplicate entries for the printer, unplug the printer from the computer and then delete all DYMO printer entries before plugging the printer back in.

If the printer is not showing as connected after power cycling, ensure that the blue lights on the front of the printer are on, and that the printer is plugged in directly to the computer and not via USB hub. Also try a different USB cable to see if that resolves the issue.

If that does not help, try plugging the printer into a different computer to see if the computer is the problem. Otherwise, contact tech@navigate360.com for further assistance.

Once step 1 and 2 are confirmed to be set, you should see the printer connecting to Visitor Management after you refresh the page.