Weight Scale Not Working

Troubleshooting Guide

To begin, please ensure your scale has been properly configured by closely following our guide.

Hardware

Scale is Not Showing a Display

  • Please ensure the USB Cable is tightly seated into both the POS system and the scale.
  • If this does not fix it, it is likely a hardware issue with either the USB Cable or the scale itself.
    • You can attempt to replace the USB Cable first.
    • If this does not work, attempt to power the scale independent of the POS System using the USB Power Adapter (this is not typically used, as the USB Cable goes into the POS System is used for both power and communication).
    • If the USB Power Adapter (this is plugged into an outlet) powers the scale, then it is likely a faulty port on the POS System.

Weight Is Not Accurate

This is likely an error caused by the scale not being level. There are 4 adjustable legs on the bottom of the scale and a bubble level behind the screen of the scale. Please adjust these legs until you have a level scale.

Software

Scale is Not Registering in POS System

You will know this is an issue for you when our Auto-Weigh feature for your inventory item with that feature enabled is not working (check if you item has this enabled by navigating to the Inventory section, clicking your item, and noting if the Auto-Weigh option is checked).

Typically, you would set your laundry on the scale and click your inventory item with Auto-Weigh enabled. The scale should  automatically send the weight information to the POS.

When there is an issue with Auto-Weigh, you will notice that the scale states "0.00".

This is not the same as it displaying "0.00 lbs". When "0.00 lbs" is displayed, this is either a Tare (Zero) issue, or an issue with the scales hardware.

If the hardware is verified to work, it is likely a mismatch in the scales information, supplied in our setup guide for the scale. For this issue, the troubleshooting process is complicated. Please submit a ticket so we can resolve this issue for you. The link to our guide on how to submit a support ticket is here.

One final thing you can do to test if your scale is truly not communicating with the POS system is to click an inventory item that does not have Auto-Weigh enabled but instead has Prompt Quantity enabled (the process to check if this is enabled is the same as checking if Auto-Weigh is enabled), and click the Scale option when inputting a weight.

If nothing appears or you are given an error, there is a communication issue between the scale and the POS.

If your scale is still functioning independent of the POS and you would like to continue to utilize your scale, please refer to the Temporary Fixes section of this guide.

Scale Will Not Tare (Zero)

Please refer to the "How to Tare (Zero) Your Scale" section of our Weight Scale Setup guide to Tare your scale.

If your issue persists, this is almost always an issue with the scale itself.

Temporary Fixes

If your scale is still not working as intended, please submit a support ticket. If you are having trouble submitting a ticket, please refer to our guide on how to submit a support ticket. Until we can resolve your issue, here are some temporary fixes.

  • If your scale:
    • Will not register with Auto-Weigh items or Manual Weigh items (Prompt Quantity enabled) + Scale button use, but your scale still functions independent of the POS system:
      • Please power the scale with the USB Power Adapter and USB Cable. From here, you will need to only utilize items that do not have Auto-Weigh enabled. Weigh your laundry, then manually input a weight into the POS system.
  • If your scale:
    • Will not register with Auto-Weigh Items, but your scale will function with Manual Weigh Items (Prompt Quantity enabled) + Scale button use:
      • Please only utilize items that do not have Auto-Weigh enabled and use the Scale button to get the information from the scale to the POS.