FAQ

Do you offer support?

• Yes. Support is available via email, and requests are typically responded to within 1 business day (if not sooner).

The installation failed. Now what?!

• StickIt requires CRM Content to be enabled in your org prior to installation. This is because we utilize File Libraries within Salesforce to manage your label templates. To enable CRM Content for your org, follow steps 1 & 2 outlined in the "Set Up Salesforce CRM Content" documentation.

StickIt is stuck on the "Starting up" or "Building Labels" screen. Help!

• Most commonly, users who experience this issue are missing either the "Salesforce CRM Content User" permission on their User record, or have not been added as a member of the "StickIt Templates" file library. This blocks them from accessing and loading label templates.

  1. To assign feature licenses to users manually, from Setup, enter Users in the Quick Find box, then select Users and click Edit next to the user's name. Select the Salesforce CRM Content User checkbox and click Save.

  2. To give User(s) membership to the "StickIt Templates" file library, follow the steps demonstrated here.

StickIt is just not working. What's wrong?!

• There have been a lot of changes in browser technologies lately, requiring updates to both the DYMO and StickIt software. The first thing to do is make sure you are on the latest version of StickIt, and if not, update via the Salesforce AppExchange**:

  1. https://appexchange.salesforce.com/appxListingDetail?listingId=a0N3000000B3ktQEAR

• Are you using a 5 series printer? (550, 550 Turbo, 5XL)

  1. 5 series printers require the DYMO Connect software:

     1. • Download (Windows)

        • Download (MacOS)

  2. Please uninstall all other versions of the DYMO Software and reboot prior to installing DYMO Connect. Web printing will not work if DLS v8 and DYMO Connect are both installed.

  3. 5 series printers will only print on DYMO brand labels. Third-party "compatible" labels will not work in 5 series printers. To continue using third-party labels, please use the 4 series printers (450, 450 Turbo, 450 Twin Turbo, 4XL) instead.

• The minimum supported version of the DYMO Connect Software is currently 1.4.6

  1. If you need to upgrade your version of DLS, the following upgrade process is recommended:

     1. Unplug your DYMO printer

     2. Uninstall the existing version of DLS

     3. Restart your computer

     4. Download and install the latest version of DLS:

        • Windows: https://download.dymo.com/dymo/Software/Win/DCDSetup1.4.6.37.exe

        • Mac: https://download.dymo.com/dymo/Software/Mac/DCDMac1.4.6.60.pkg

     5. Plug the DYMO printer back in

StickIt says the DYMO Label Framework cannot be found or the DYMO web service is not available. How do I resolve?

• 1. Please review the guide on How to resolve DYMO Label Framework/Web Service Errors

Why aren't my label templates showing up?

• StickIt looks for templates stored in the "StickIt Templates" document folder, or any public document folder with a name that begins with "StickIt". Verify that your label templates are properly stored in a "StickIt" folder and not in another folder. Also, each label (Document) record must include the object API name in the "Keywords" field of the associated document record. If this does not resolve the issue, verify that your assigned user profile has proper read access to the Documents object in Salesforce.

Where can I find the object API name?

• Within Salesforce Setup, navigate to App Setup > Create > Objects and then click on the object name you wish to use. On the resulting screen you will find a field called "API Name", this is the value you will want to use for the "Object" setting.

Where can I find the field API name?

• For fields that are part of standard Salesforce objects, navigate to Setup > Customize > "Object Name" > "Object" Fields. The resulting page will display all fields for that object.  If you are using a standard field, use the "Field Name" value. If you are using a custom field, use the "API Name" value. To use a custom field on a custom object as the source data for your label, navigate to Setup > Create > Objects and then click on the object name. On the resulting page, find the field and copy the "API Name" value.

How do I configure the "order_by" value?

• The "Order By" clause will determine how your records are sorted for output. This value will take the API Name of a field (or fields) from the object you are working with followed by ASC (ascending) or DESC (descending). For example, to sort labels by a contact's last name in ascending order you would use LastName ASC as the "Order By" value. If you wanted to sort by last name and subsequently by first name, you would write each value separated by a comma (i.e., LastName ASC, FirstName ASC).

How do I update my Credit Card information?

• Payment information can be updated in your AppExchange account by following these steps:

• 1. Log in to the AppExchange

  2. Click on your profile picture in the upper right of the screen to open the option menu

  3. Choose the "My Installs & Subscriptions" option

  4. On the "My Installs & Subscriptions" page, locate the app in the list and click the arrow at the far right to open the option menu

  5. Select the "Manage Subscription" option

  6. On the "Manage Subscription" page, scroll all the way to the bottom and click the "Edit" button (Note that this can sometimes be hidden behind a cookie notification banner)

  7. Once in edit mode, scroll up to the payment/credit card information section and click "Edit" to change the credit card information.