1. Verify that the Dymo LabelWriter is enabled within the Administrative Utility
i. If your LabelWriter fails to print, you will need to first verify that printing is enabled within the Administrative Utility. Please download the LobbyGuard User Manual and review the section labeled “Accessing the Administrative Utility”.
a) If your LabelWriter does print, but of poor quality, please proceed to step 2b..
b) Access the correct Admin Utility website
a. If your system is hosted, you must use the hosted Admin Utility portal, located at https://assist.lobbyguard.com. You can access the hosted portal from any computer in the world.
b. If your system is local, you must use the local Admin Utility portal, located at (kiosk IP address)/lobbyguard. You can only access a kiosk’s local IIS portal from a computer on the same network as the kiosk.
ii. Log into the Administrative Utility and navigate to “AdministrationàStations”. Scroll down to “Installed Devices” and verify that the “Badge Printer” option is selected; if not, select the checkbox then click “Update General Settings”. This will activate the hardware and allow the LabelWriter to print, if printing is part of the established workflow.
iii. Next, navigate to “AdministrationàWorkflow”, and verify that “Print a visitor badge” is selected for each visitor type that you’d like to print. If it is not, check the box for each respective visitor type, and the page will save the changes automatically for you.
iv. Now that the Administrative Utility is configured properly, proceed to step 1b so that you may begin diagnosing your printer issues from the ground-up.
2. Load the labels correctly, following instructions carefully
i. For step-by-step instructions on how to properly reload Dymo labels within a LobbyGuard Kiosk, click here. You may also want to try installing a new roll of labels, in case you received a bad batch or heat from storage has damaged your current case.
a) Please click here for Dymo’s loading instructions and picture guide, which offers a very simple and straightforward walkthrough on how to load the spool. Detailed instructions along with pictures and images are provided. The direct URL can be found here: https://dymo.custhelp.com/app/answers/detail/a_id/407/session/L3NpZC9tNG1nSnQ0aw
b) You may also click here to access the Dymo 400 & 400 Turbo User Manual, as this is a great reference guide to print out.
ii. You must make sure that the LobbyGuard logo is on the left side of the roll, with the labels feeding from the bottom of the roll into the printer head, with the labels facing down so that all you see is the paper backing.
iii. After you correctly reload the labels, if your original issue was that the badges print in low quality or with lines running through them, then your next step would be to activate the printer’s automated cleaning feature as well as using a Dymo cleaning card—please review Troubleshooting Issue #6.
iv. After reloading the labels and activating the cleaning features, restart the kiosk and sign-in. Never restart the LobbyGuard kiosk by using the power switch on the back door, but rather always use Windows Shutdown.
v. If you do not get a badge, skip to step 1c.
3. Delete all other printer instances
i. Exit the LobbyGuard program and access the Windows Desktop. Click on the Start button, open Printers and Faxes (or select the Control Panel, and open Printers and Faxes), and you will see all the Dymo printer instances created by Windows.
ii. If there are more than one Dymo LabelWriters listed, right-click on the first Dymo printer and select “Cancel All Documents”—if print jobs are enqueued—and then delete the printer. Continue to repeat this step until all printers are deleted.
iii. Restart the kiosk and sign-in.
iv. If you do not get a badge, then Windows may have not re-detected your Dymo printer automatically upon restart. Microsoft Windows XP sometimes does not re-find USB peripherals (plug & play devices) automatically, so although you may have deleted the printer properly and restarted the kiosk, the O.S. did not go through the normal steps of re-finding any new plug & play devices. Because of this, the Dymo printer is no longer seen as a “connected” device, although it was connected properly.
a) To fix, re-open the “Printers and Faxes” area of Windows, click on “Add new printer”, and if Windows still does not find it automatically the box will provide a manual search option that will let you re-find the “Dymo Turbo 400” printer.
b) After the correct printer is re-added properly, restart the kiosk.
v. If you still do not get a badge, skip to step 1d.
4. Reinstall the Dymo drivers
i. Exit the LobbyGuard application and access the Windows Desktop, then run the LWRemove utility. For more information on using the LWRemove utility, click here.
a) Alternatively, you can access the Windows Desktop and open the Windows Control Panel, select Add/Remove Hardware, and then select to remove Dymo manually.
ii. After uninstalling the existing Dymo driver, click here to find the latest software driver package for the Dymo printer.
iii. Download the software driver package to the kiosk’s desktop, and install. Follow the installation steps carefully. You can attempt to download driver files directly to the kiosk, or you can download them to your PC and transfer them via a USB flash drive.
iv. Restart the kiosk and sign-in.
v. If you do not get a badge, skip to step 1e.
5. If these options do not resolve your issues, please contact LobbyGuard Support at 1-866-905-6229.
i. For immediate assistance and free specialty support, you may also contact Dymo Support regarding your LabelWriter printer. For contact information and technical support, click here or call 877-724-8324.