Facility IT Support

The purpose of this page is to answer questions long term care facility IT teams may have about the DYMO setup process with regards to their enterprise IT infrastructure.


DYMO Certificate Issue To Be Aware Of

The main take-away has to do with an anomaly that pops up when a remote administrator installs the DYMO Connect software. The installation creates a certificate in the public RSA key directory (located by default at c:\programdata\microsoft\crypto\RSA\machinekeys) which facilitates secure communication between the mako.exchange system and the DYMO Web Connect service on the local machine. Despite being placed in the public key directory, the certificate’s permissions are set so only that administrator can use it. After installation, the DYMO Web Connect service is running as the administrator, so it appears there is no problem on the local machine, as users are able to print labels. However, on the next login the service will be restarted as the user logging in, and mako.exchange will report that there is no DYMO installed since a secure connection cannot be established. A more detailed explanation of this issue is available here.

The solution to this is to change the permissions of the public key. The easiest way to do that is with the icacls command. Further details about this command and it’s use can be found here.

icacls "C:\programdata\microsoft\crypto\RSA\machinekeys" /t /grant everyone:(GR)

DYMO Connect Installer

The DYMO driver you install on the client system will depend on which model of DYMO printer is being set up.

For DYMO 500 series printers in a Windows environment: Download DYMO Connect v1.4.3

For DYMO 400 series printers in a Windows environment: Download DYMO Connect v1.3.2.18

For information about DYMO compatibility and limitations, view our DYMO Compatibility Guide, or check out the DYMO Compatibility Chart.


DYMO Label Jams

One tip of note for keeping DYMOs running without jams: We advice facility staff to throw away the first 5 labels on new DYMO label rolls. There is a sticker keeping the roll from unspooling and we’ve noticed over time, and especially for facilities that do a lot of printing, that the glue on that sticker builds up on the feeding mechanism and eventually can cause a jam.

If your facility is experiencing a DYMO jam, you might refer them to our Guide For Resolving Dymo Label Jams. You can also direct them to our 8am-8pm MST support number: 1 (888) 625-6582. We are happy to resolve the issue for you!


mako.exchange

mako.exchange accounts are created by either our administrative department or our IT specialists. Upon contacting us at our 8am-8pm MST hotline 1 (888) 625-6582 we will create an account and e-mail it to you with a temporary password. The login name is the e-mail address you signed up with. An e-mail will be sent to that address with a link for logging into exchange and changing your password.