Troubleshooting your DYMO Printer

Follow this troubleshooting guide to fix issues with your DYMO Printer.

If you are currently using DYMO Label Software, please contact us before completing any of these steps!

Start Here #

1. Log in to Sunergo Church and go to your ministry group’s attendance page.
2. On the Check-In page, select Check Label Printer.
   1. If an error appears, select Check Label Printer again.
   2. If the same error appears, go on to the next step.
3. Ensure that your user account is an “Administrator” account.
   • In Windows Settings, go to Accounts. “Administrator” should appear under the account name.
4. Check your printer’s connections. Make sure the USB light on the printer is lit.
5. Check that DYMO Connect Service is running.
   • In the system tray, look for DYMO Connect icon and click it.
   • Make sure the port number listed is 41951.
   • Click “Configure…”, then check “Use single port”, then make sure 41951 is in the box.
   • Select “Diagnose…”. A box that reads “DYMO Connect Service is running on port 41951”.
   • If you don’t see this box, select “Reset…”.
   • Then in your web browser, go to https://127.0.0.1:41951/DYMO/DLS/Printing/StatusConnected. “true” should appear.

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If any errors appears, see the following for a list of potential solutions.

• Error: “The SSL connection could not be established, see inner exception. Authentication failed because the remote party has closed the transport stream.”

If your error is not listed, please contact Sunergo Support immediately and include the error in your message.

Error: “The SSL connection could not be established, see inner exception. Authentication failed because the remote party has closed the transport stream.” #

The DYMO Connect Web Service didn’t fully complete its setup.

Method 1: Change your current Windows account to “Administrator” #

1. Follow these steps from Microsoft
2. Reinstall DYMO Connect.

If the same error appears after completing the steps in Start Here or if you don’t want to change the user account to an “Administrator”, follow Method 2.

Method 2: Enable all users to have full control of the private key for DYMO Connect. #

This is an advanced step and could potentially affect other parts of your system. You should only perform this method if you are comfortable with making advanced changes to your system.

DYMO Connect Web Service directly interacts with Sunergo Child Check-In, and requires that all users be added and have the full control of the private key of the DYMO Root CA SSL Certificate. This can be done by performing the following:

1. Open the Management Console (mmc.exe) as an Administrator.
2. Go to File > Add/Remove Snap-In.
3. Select Certificates, Add, then select Computer Account and Local Computer when prompted. Select Finish, then OK.
4. Under Certificates > Personal > Certificates, locate the certificate issued by “DYMO Root CA (for localhost)”.
5. Right click on the certificate and select All Tasks > Manage Private Keys.
6. Select Add, then enter your account’s username (usually an email address in Windows 11). This should be the users or groups that will use the DYMO label printer to print labels from Sunergo Child Check-In.
7. After adding, confirm that the Full Control and Read permissions are checked. Select OK.
8. Go to File > Save. Select Save.
9. Close the window. Select Save if prompted.

If the same error appears after completing the steps in Start Here, please contact Sunergo Support.