DYMO LabelWriter Troubleshooting Guide

Here we’ll look at some common issues related to using the DYMO label printer and printing labels via ShopKeep Label Printing. Running low on labels? Order more from the ShopKeep Store.

This guide does not cover issues related to printing labels with the third-party DYMO LabelWriter software. If you need help with a problem not listed here, contact DYMO directly for support.

Table of Contents

Hardware Issues

This section provides solutions to various hardware issues you could face with your DYMO label printer.

NOTE: If you need help with an issue not listed here, contact DYMO directly for support.

The printer’s light is flashing blue.

A flashing blue light means the printer has either run out of labels or the labels are not loaded properly. Follow the specific steps below that reflect the status of your labels.

  • If there are no labels left on the roll:
    1. Load a new roll of labels.

      Purchase more labels from the ShopKeep Store.

  • If there are labels left on the roll:
    1. Make sure the labels are feeding from the bottom of the roll.
    2. Check that the spool is loaded into the printer’s lid as far left as possible.
    3. Follow the steps below to clear any stuck labels, then reload the roll.
    4. If the problem persists, unplug the printer from power and plug it back in.

    My labels are stuck in the printer.

    If a label is stuck and jamming up the printer, follow the steps below to fix it.

    1. If labels have fed through the printer, tear them off from the rest of the roll.
    2. Press the button on the front of the printer to feed the stuck labels through.
    3. Still stuck? Open the printer’s lid and press the eject button to feed in the opposite direction.
    4. If the problem persists, push the label release lever forward and pull the stuck label out.
    5. If you need additional support, contact DYMO directly.

    How do I change the roll of labels in my printer?

    If there are labels in the printer but you want to switch to a different size, swap out the roll. Follow these steps to remove the existing roll and load a new one.

    1. Tear off any labels that have fed through the printer.
    2. Lift the printer's lid and press the eject button to feed the labels in the opposite direction.
    3. Load the new roll of labels.

    Can I connect the printer to my iPad?

    No. The DYMO label printer is only compatible with desktop and laptop computers running Windows or macOS. Visit our DYMO Setup article to learn how to set up the printer.

    DYMO Software Issues

    This section provides solutions for various software-related issues you might have while printing labels.

    NOTE: If you need help with an issue not listed here, contact DYMO directly for support.

    “We were unable to connect to the DYMO drivers on your system…”

    This error occurs when you access ShopKeep Label Printing but do not have the DYMO drivers installed. Follow the steps below to resolve the issue.

    1. Follow the steps here to download and install the DYMO Label software.
    2. 'Trust' or 'Allow' the DYMO plugin to run in your browser.

      If you don’t see a popup asking you to do this, check your browser’s support documentation for help managing plugins.

      Click to Enlarge

    "Your browser does not support label printing..."

    This error appears when you access ShopKeep Label Printing from an unsupported browser. Follow the specific steps below that reflect the device on which you opened the label printing page.

  • If you opened the Label Printing page on a computer:
    1. Update your web browser to the latest version, then try printing again.
    2. If the problem persists, use a different browser to print labels.
  • If you opened the Label Printing page on a mobile device:
    1. Open the ShopKeep Label Printing page on the computer your printer is connected to.

      Labels cannot be printed from a mobile device.

    My printer is not listed on the ShopKeep Label Printing page.

    If the printer does not show up as an option on the ShopKeep Label Printing page, there may be an issue with the connection between the printer and your computer. Follow the steps below to troubleshoot this problem.

    1. Make sure the printer is powered on and connected to your computer.
    2. Follow the steps here to download and install the DYMO Label software.
    3. Make sure the DYMO software is running.

      On a Mac, the DYMO icon will appear on the menu bar if the software is running.

    4. If the problem persists, restart your computer.

    I click 'Print', but my labels do not print.

    This issue can occur for a few different reasons. If your labels do not print and you do not receive an error message, follow the steps below to troubleshoot the issue.

    1. Select the correct printer on the ShopKeep Label Printing page.

      If the printer is not listed, follow these steps above to troubleshoot.

      Click to Enlarge
    2. Check your computer’s printer settings to make sure the printer is connected and NOT paused.
        Mac
      • Click the Apple icon on the menu bar and select ‘System Preferences’.
      • Click ‘Printers & Scanners’.
      • Click on the DYMO printer and select ‘Open Print Queue’. If the printer is not listed, unplug the printer and reconnect it to the computer.
      • Click the play button to resume a paused queue.
        PC
      • Open the Control Panel and select ‘Devices and Printers’.
      • Click on the DYMO printer. If the printer is not listed, unplug the printer and reconnect it to the computer.
      • If the printer ‘Status’ is ‘Offline’, right-click for system troubleshooting.
      • Double-click the DYMO printer to see if there is a print queue. Select any paused documents and click ‘Resume’.
    3. Follow the steps here to download and install the DYMO Label software.
    4. Make sure the DYMO software is running.

      On a Mac, the DYMO icon will appear on the menu bar if the software is running.

    5. If the problem persists, restart your computer.

    Label Issues

    This section covers issues related to how your labels look after they finish printing.

    NOTE: If you need help with an issue not listed here, contact DYMO directly for support.

    Prices, currency symbols, barcodes, store name, or descriptions do not print on labels.

    Follow the steps below to customize how labels print from BackOffice.

    1. In BackOffice, click 'Settings' and select 'Label Printing'.
    2. Enable the relevant settings to print item prices, currency symbols, barcodes, descriptions, and/or the store name on labels.

      Not sure which settings to enable? Visit our ShopKeep Label Printing article for help.

      Click to Enlarge
    3. Click 'Save'.
      Click to Enlarge

    Labels are printing multiple times or on multiple labels.

    This usually means the printer’s sensor is dirty. Follow the steps below to clean the sensor.

    1. Open the printer’s lid and remove the roll of labels.
    2. Locate and open the cleaning card that shipped with the DYMO.
    3. Insert the cleaning card through the label’s feed path.
    4. Reload the labels and try printing again.

    Blank labels are printing.

    This issue can occur for a few different reasons. The printer may be loaded with an unsupported label size or type, the printer’s sensor may be dirty, or there may be a problem with the DYMO drivers.

    1. Make sure you are using a supported label size.

      See which labels are supported here.

    2. Check that you are using DYMO-branded labels.

      Use only labels manufactured by DYMO. Purchase labels from the ShopKeep Store.

    3. Follow the steps here to clean the printer's sensor.
    4. Make sure the labels are loaded correctly in the printer.

      The labels should feed from the bottom of the roll and the spool should be loaded into the printer’s lid as far to the left as possible, as seen here.

    5. If the problem persists, follow the steps here to download and reinstall the DYMO Label software.

    Text or barcodes are overlapping on printed labels.

    If the words or barcodes on labels are overlapping or jumbled when printed from a Windows computer, you may have installed the wrong DYMO software during setup. Uninstall the DYMO Connect program, then install DYMO Label to be able to properly print labels from BackOffice.

    1. Uninstall the DYMO Connect program.

      If you need help, visit one of the following articles:

    2. Follow the steps here to download and install the DYMO Label software.

    Barcodes look blurry or smudged and are not scanning.

    If barcodes are not printing clearly or appear smudged, blurry, or dark and unscannable, follow the steps below for your Mac or Windows computer to change the printer’s settings.

    Mac

    1. Click the magnifying glass on the menu bar.
      Click to Enlarge
    2. Search for and open 'Terminal'.
    3. Copy and paste the following text into Terminal: cupsctl WebInterface=yes, then press Enter.
      Click to Enlarge
    4. Visit http://localhost:631/printers in a web browser.
    5. Select the DYMO LabelWriter printer.
      Click to Enlarge
    6. Click the Administration drop-down menu and choose 'Set Default Options'.
    7. Change the 'Print Density' to 'Light', then click 'Set Default Options'.
      Click to Enlarge
    8. If prompted, enter your computer's admin username and password and click 'Log In'.

      You’ll receive a confirmation after you’ve successfully logged in and changed your printer settings.

    9. Refresh BackOffice and reprint your labels.

    Windows

    1. From the Control Panel, click 'View Devices and Printers'.
      Click to Enlarge
    2. Right-click on the DYMO LabelWriter printer and select 'Printing Preferences'.
    3. Click the 'Paper/Quality' tab.
      Click to Enlarge
    4. Click 'Advanced'.
    5. Change the 'Print Density' to 'Light', then click 'OK'.
      Click to Enlarge
    6. Refresh BackOffice and reprint your labels.

    The print quality of my labels is low.

    This problem is usually caused by a dirty printer sensor, by using a very old roll of labels, or by using third party labels not manufactured by DYMO. Follow the steps below to resolve this issue.

    1. Follow these steps above to clean the printer's sensor.
    2. If the problem persists, load a new roll of labels into the printer.

      Be sure to use labels made by DYMO. Visit the ShopKeep Store to purchase more labels.

    Labels are printing slowly.

    This issued is caused by running an out-of-date version of the DYMO software.

    1. Follow the steps here to download and reinstall the DYMO Label software.

    My labels do not scan at the register.

    Visit our Barcode Scanner Troubleshooting guide for help with scanning labels at the register.

    Mac Software Issues

    This section covers how to check which version of the DYMO software is installed on your Mac computer and how to confirm the software is running.

    NOTE: If you need help with an issue not listed here, contact DYMO directly for support.

    How can I see if I am using the latest version of the DYMO software for Mac?

    For the best possible experience, you should always run the latest version of the DYMO Label software. Follow the steps below to check which version you have installed and compare it with the version in our ShopKeep Label Printing support article.

    1. From the DYMO software, click 'DYMO Label' and select 'About DYMO Label'.
    2. Look for the version number below the icon.
    3. Compare the version you are running with the version available in our ShopKeep Label Printing article.
    4. If you are not using the latest version, download the version in our support article and install it.

    How can I confirm that the DYMO software for Mac is working?

    If you cannot print labels and have exhausted your troubleshooting efforts, try checking if the DYMO software is running properly.

    1. Click the DYMO icon on the menu bar, then 'Diagnose'.
    2. Click 'OK' to run a certificate test to view any errors.
    3. If there are any errors, reboot your computer and reopen the DYMO software.

    Windows Software Issues

    This section covers how to check which version of the DYMO software is installed on your Windows computer and how to confirm the software is running.

    NOTE: If you need help with an issue not listed here, contact DYMO directly for support.

    How can I see if I am using the latest version of the DYMO software for Windows?

    For the best possible experience, you should always run the latest version of the DYMO Label software. Follow the steps below to check which version you have installed and compare it with the version in our ShopKeep Label Printing support article.

    1. In the DYMO software, click 'Help' and select 'About'.
    2. Look for the version number below the icon.
    3. Compare the version you are running with the version available in our ShopKeep Label Printing article.
    4. If you are not using the latest version, download the version in our support article and install it.

      If you need help with installation, visit our ShopKeep Label Printing article.

    How can I confirm that the DYMO software for Windows is working?

    If you cannot print labels and have exhausted your troubleshooting efforts, try checking if the DYMO software is running properly.

    1. Click the DYMO icon from the system tray, then 'Diagnose'
    2. Click 'OK' to run a certificate test to view any errors.
    3. If there are any errors, reboot your computer and reopen the DYMO software.