1. 12twenty Support
  2. Career Services Hub (CSH)
  3. Kiosk and Name Tags

Troubleshooting Guide for DYMO LabelWriter 550 Turbo and Event Check-In Kiosks

Updated
When using the DYMO LabelWriter 550 Turbo with the Kiosk for events and check-ins, ensure that the following steps are completed to avoid technical issues. This guide will also cover common troubleshooting scenarios for Dymo Label Printers.
 

Sections

  1. Pre-Event Setup Checklist
  2. Troubleshooting the Label Printer
  3. Troubleshooting the Printer/Kiosk Connection

 

Pre-Event Setup Checklist

  1. Admin Account: Ensure you’re logged in with an admin account that has the proper permissions to access the event and launch kiosk.
  2. Login Credentials: Make sure you know the login credentials for the admin account, launching kiosk will log you out of 12twenty in your browser. You may need to log back in should issues occur.
  3. Bookmark Your Event: Bookmark the event in your browser for quick access.
  4. DYMO Connect App: Verify that the DYMO Connect app is installed on the device launching kiosk.
  5. Test Label Printing: Before the event, print a test label from the DYMO Connect app directly to ensure the printer is working.
  6. Software Updates: The DYMO Connect application updates frequently, often times daily. Check for updates by navigating to Help > Check for Updates.
  7. Launching the Kiosk: When ready, launch the kiosk on the event in 12twenty via the three dot action button > Open Check-In.
  8. Printer Detection: Ensure you see the turquoise bar indicating "Printer Successfully Detected" before proceeding.

 

Troubleshooting the Label Printer

  1. Printer Not Printing and Dim Light on Printer
    • Problem: The printer is not printing, and the power light is dim.
    • Solution: The printer is in sleep mode. Press the power button once to wake it up. The light will become bright, and the USB light should turn on.
  2. Power Button Light Blinks Continuously
    • Problem: The power button blinks uncontrollably.
    • Solution: This indicates a label detection issue. Try the following:
      • Ensure the labels are branded DYMO labels and not a third-party product.
      • Tighten the label roll and ensure no labels are loose.
      • Tear off the first label and feed the next one through the printer manually.
        Dymo Labels.png
         
  3. Printer not detected by Kiosk
    • Problem: The DYMO LabelWriter is not detected by the kiosk.
    • Solution:
      • Open the DYMO Connect app on the laptop.
      • Update the software by turning on Make Me Admin to enable updates. Navigate to Help > Check for Updates and follow the instructions.
      • If the issue persists, unplug the power cable and USB connection from the printer and computer. Then, hold the printer and press the power button over 20 times continuously. Plug the power and USB back in and test a label in DYMO Connect. Finally, check if the turquoise bar indicating printer detection appears in the event kiosk.
  4. User Not Found After Student Swipe
    • Problem: The kiosk does not recognize a student after they swipe their card.
    • Solution:
      • Ask the student to swipe their card again without clicking OK.
      • Alternatively, manually enter their email or student ID.
  5. Incorrect Major/Name/Field on Nametag
    • Problem: The student’s major, name, or field is incorrect on their nametag.
    • Solution: Use your own laptop to update the student's profile in 12twenty under their account. Save the changes and reprint the nametag.

 

Troubleshooting the Printer/Kiosk Connection

When launching Kiosk a message will load in the pop-up window notifying you of the DYMO printer label status, there are three different messages that could appear. 
 
  1. When the Label Printer is Successfully Detected and Connected a turquoise banner will display:
    DYMO Connected.png
     
  2. When the Label Printer is Successfully Detected, but not Connected to 12twenty a red banner will display:
    DYMO Not Detected.png
     
    • This indicates an error between DYMO and 12twenty.
      • Check that the DYMO Service is running in your system tray:

         
      1. If the service is running but you are still receiving this error, STOP the service and completely unplug the DYMO printer from both your device and the wall. 
      2. Wait for the printer to power down, confirm the DYMO printer shows as "Disconnected" in the DYMO Connect application.
      3. Plug the DYMO printer first back into the wall, then your device.
      4. Wait for the DYMO printer to show as "Connected" in the DYMO Connect application.
      5. Start the DYMO service by clicking the icon in your system try and then selecting "Start Service" as seen above.
    • If the issue continues, contact support@12twenty.com with a screenshot of your DYMO Connect application and a link to the event with the error.

  3. When the Label Printer is neither Detected or Connected a yellow banner will display:

    DYMO Not Connected.png
     

    • This indicates an error between DYMO and your laptop, desktop computer, or other device being used to launch Kiosk. 
      • Check that the DYMO Connect App is running and that the DYMO printer is Connected to your device:

         
        • Check that the DYMO printer is plugged into the wall and your device.
        • Hold the power button on the DYMO printer to ensure it is power OFF, then press the power button again to turn the DYMO printer ON. 
        • If the issue continues, restart your device.
        • If both 12twenty and the DYMO Connect app still do not detect your DYMO printer, please contact DYMO Support at the following URL:

 

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