Skip to main content

Handshake Help Center

What can we help you find?

Troubleshooting Common Name Tag Printing Errors

Jennifer
  • Updated

Use this article to troubleshoot common DYMO name tag printing errors when using a Handshake check-in kiosk.

If the troubleshooting steps do not resolve the issue, or your error is not listed, contact Support.

Note: Kiosks are not available for virtual fairs. When students launch a virtual fair session, Handshake records that action as a check-in for reporting purposes.

 

“Couldn’t retrieve name tag information” error

Suggestion 1: Check local network access in Chrome version 142 and later

Chrome version 142 and later may prevent Handshake from connecting to local services, including the DYMO Web Service. If you’re unable to print name tags from a kiosk using Chrome, your institution’s IT team can disable Chrome’s local network access check on the kiosk computer.

Note: Only make this change on dedicated kiosk computers and at your institution’s IT team’s discretion. This setting changes Chrome’s local network access behavior and should not be disabled on general-use devices.

  1. Open a new Chrome tab and enter chrome://flags/#local-network-access-check in the address bar.
  2. Set the dropdown menu to Disabled.
  3. Relaunch Chrome when prompted.

For additional context, refer to Chrome’s Local Network Access feature information.

Suggestion 2: Test in different browsers

Try opening the kiosk in a different browser:

  • Chrome
  • Firefox
  • Safari on Mac or Edge on PC

Suggestion 3: Change the XML

Use the XML provided by Handshake or create your own using DYMO Label Writer. For the provided XML, refer to Name Tag XML Formatting.

If the kiosk was running when you changed the XML, close and reopen the kiosk so it can process the updated information.

Handshake does not recommend creating XML using DYMO Connect. If you created XML using DYMO Connect, replace it with an option provided in Name Tag XML Formatting.

 

“No Printer Found” error

Suggestion 1: Check which printer is connected

Use the same printer that was connected to the computer when the DYMO software was installed.

The “No Printer Found” error can occur if you connect a different printer. If another printer was originally connected, either:

  • Reconnect the original printer.
  • Follow Suggestion 3: Reinstall the DYMO software below to set up the current printer.

Suggestion 2: Test in different browsers

Try printing a name tag in a different browser:

  • Chrome
  • Firefox
  • Safari on Mac or Edge on PC

If the name tag prints in another browser, try clearing the cache in the original browser.

Suggestion 3: Reinstall the DYMO software

If the error continues after testing different browsers, uninstall and reinstall the DYMO software.

  1. Uninstall the DYMO software from your computer.
  2. Disconnect the printer’s USB connection from the computer.
  3. Download the most recent software compatible with your printer and operating system from the DYMO Software Download Center.
  4. Install the software with the printer disconnected. Follow the installation instructions for when to connect the printer.

Note: LabelWriter 550 requires DYMO Connect and is not compatible with DYMO Label Software.

Additional considerations:

  • Upgrading a LabelWriter 450 or 450 Turbo to DYMO Connect: Fully uninstall DYMO Label Service and its corresponding web service before installing DYMO Connect.
  • Multiple printers: Keep only one DYMO LabelWriter printer in your computer’s local printer settings. Remove printers that will not be used.

Installing LabelWriter 550 on a Mac

During installation, a terminal window prompts you for a password. Enter the password you use to log in to your computer. This allows the web service to be trusted.

You may also need to enable the extension in your security settings.

DYMO Connect installation issues on a Mac

If DYMO Connect does not install, check the web service:

  1. Click the DYMO.WebApi icon in the top navigation bar.
  2. Click Diagnose. The DYMO Connect service will begin running.

If an error occurs:

  • Connection error: Click Reset.
  • Trust certificate error: Open Keychain Access, double-click Localhost, and confirm that Always Trust is selected for each trust setting.

Advanced troubleshooting: Add trusted sites

If the issue continues, add the following addresses as trusted sites:

  • app.joinhandshake.com
  • (school domain).joinhandshake.com
     

Name tag does not print despite the “Your name tag is printing” message

Suggestion 1: Check the print queue

Check your print queue for errors. Resolve any errors, then try printing again.

Suggestion 2: Set DYMO as the primary printer

Set DYMO as your primary printer.

If this does not resolve the issue, remove other printers connected to your device.

Suggestion 3: Confirm the DYMO installation is complete

If you were installing the DYMO software, allow the installation to finish before trying to print again.