How to troubleshoot communication issues with the POS scanner scale

This article provides troubleshooting steps to help source and resolving communication issues with the POS scanner scale.

Introduction

If a countertop scale is having communication issues with the POS, follow the steps of this troubleshooting guide in order.

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View the connection status of the scale

To help source the issue with the scale, the scale connection status of the device must be reviewed first.

1. Read the live weight display on the top right corner of the cashier screen to determine the connection status of the scale.
   
2. Compare the live weight display readout to the options below:
   

   1. Numerical display - If the live weight display is showing numbers, the scale is communicating normally with the system.

   2. Scale not ready - The POS is detecting interference with the weight input on the scale and will block it from use until the output becomes stable. Click here for troubleshooting steps.

   3. Scale disconnected - The POS is unable to communicate with the scale. Click here for troubleshooting steps.

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Troubleshooting a scanner scale in a Scale not ready state

Under normal circumstances, this error message displays when the scale detects a fluctuating weight input or a sustained weight input between items being added to the cart. Follow the troubleshooting steps below to resolve this issue:

Confirm the type of scale the store is using

The brand name is printed on the weight plate, either Magellan or Zebra.

Magellan

Zebra

Clear any loose items off of the scale

1. Remove any loose items that may be resting even partially on the weight scale.

   • This may include loose papers or cables.

   • Any loose items resting on the topmost section of the scanner scale will also interfere with the weight plate. Example pictures below:

     • Magellan 9800i

       
     •  

       Zebra MP7000

       
2. If the live weight display is still showing Scale not ready, proceed to the next step.

Zero out the scale

Directions by scale model below:

Magellan 9800i

1. Locate the panel of buttons on the back of the scanner scale above the weight plate.
2. Press the top left button.

• • • The button should have a symbol printed on it that reads >0<.

Zebra MP7000

1.  Locate the panel of buttons on the back right of the scanner scale above the weight plate.
2. Press the top button.
   1. The button should have a symbol printed on it that reads >0<.
3. If the live weight display is still showing Scale not ready, proceed to the next step.
   

Restart the scanner scale

1. On the main cashier screen, tap the Scale not ready tile in the top right corner of the screen.
   1. Tapping this will send a reboot command from the POS to the scale
2. After about 30 seconds, confirm that the scale has powered back on.
3. If the live weight display is still showing Scale not ready, proceed to the next step.

Look for debris beneath the weight plate

1. Lift the weight plate off of the scale and check for any debris that may have fallen under the weight plate
   1. These weight plates are designed to be easily removed from the scale.
   2. Example photos by scanner scale model below:
      1. Magellan 9800i
         
      2. Zebra MP7000
         
2. Once finished, place the weight plate back on the scale. Ensure the weight plate is flush and fully aligned on the sensors beneath it.
3. Press the zero out button on the scale again after the weight plate is replaced.
4. If the live weight display is still showing Scale not ready, proceed to the next step.

Restart the POS app

1. On the main cashier screen, select the gear icon in the bottom right corner of the screen.

   • This will open the Device Status window.

2. Select Restart App on the Device Status window.

3. Log back into the POS app.

4. If the live weight display is still showing Scale not ready, proceed to the next step.

Power cycle the POS lane

1. Look under the POS counter and locate the lane's UPS (Uninterruptible Power Supply)

   • The UPS will look like a large power strip that all of the POS lane's power cables are running to.

2. Power off the UPS by pressing and hold the UPS's power button for 5 seconds.

3. Wait 10 seconds for all peripherals to fully power off.

4. Press and hold the UPS's power button again for 5 seconds to power back on the system.

5. Once the system powers back on, enter the admin password when prompted on the cashier screen.

   • The password is 654321.

6. If the live weight display is still showing Scale not ready, reach out to the Vori support for help on next steps.

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Troubleshooting a scanner scale in a 
Scale disconnected state

If the live weight display of the cashier screen is displaying the error message Scale disconnected, then the POS is unable to communicate with the scale. Follow the troubleshooting steps below to resolve this issue.

Confirm the type of scale the store is using

The brand name is printed on the weight plate, either Magellan or Zebra.

Magellan

Zebra

Check that the scale is turned on

1. Verify that the scale's barcode scanner and indicator lights are functioning by checking if the back indicator lights and/or the barcode scanner are illuminated.

   1. Magellan 9800i
      

   2. Zebra MP7000
      

2. If these lights are not on, check that the scale's power cable is fully inserted on both ends.

3. If the power cable is fully inserted but both of these lights are still not lit, click here for the next set of directions.

4. If the scale is on & live weight display is still showing Scale disconnected, proceed to the next step.