If a scanner scale or countertop scale is having communication issues with the POS, have the store user follow this troubleshooting guide in order.
If a scale is not communicating with the system, the connection status of that device can be readily seen on the cashier screen. Depending on the connection status, different troubleshooting steps may need to be taken:
View the scale's connection status
To view the connection status of the scale, go to the main screen of the POS. The top right corner of this screen is a live-weight display that also shows the status of the scale if there are communication issues. This display will display one of three messages, details below:
Numerical display - If the live weight display is showing numbers, the scale is communicating normally with the system.
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.
Scale disconnected - The POS is unable to communicate with the scale.
For troubleshooting steps for the two error states, navigate to the color sections as indicated:
Scale not ready - Green section
Scale disconnected - Red section
Scale not ready
Normally, 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 these steps below:
Clear any loose items off of the scale
Remove any loose items that may be resting even partially on the weight scale
This may include loose papers or cables
IMPORTANT: If the store is using a scanner scale, the topmost section of the scanner scale is connected to the weight plate. Any loose items resting on the topmost section of the scanner scale will also interfere with the weight plate. Example pictures below.
Magellan 9800i Scanner Scale
Zebra MP7000
If the live weight display is still showing "Scale not ready", proceed to the next step.
Zero out the scale
Confirm whether the scale is a countertop scale or a scanner scale
If the scale is a scanner scale, locate and read off the brand of scale
The brand name is printed on the weight plate, either Zebra or Magellan
Follow directions below depending on the three possible scales the store may have:
Countertop Scale
Press the red button located on the front of the countertop scale
The button should read Zero with on/off beneath it
Magellan
Locate the panel of buttons on the back of the scanner scale above the weight plate
Press the top left button
The button should have a symbol printed on it that reads >0<
Zebra
Locate the panel of buttons on the back right of the scanner scale above the weight plate
Press the top button
The button should have a symbol printed on it that reads >0<
If the live weight display is still showing "Scale not ready", proceed to the next step.
Restart the scale
Navigate to the main cashier screen of the POS
Tap the Scale not ready tile in the top right corner of the screen
Tapping this will send a reboot command from the POS to the scale
After about 30 seconds, confirm that the scale has powered back on
If the live weight display is still showing "Scale not ready", proceed to the next step.
Look for debris beneath the weight plate
Lift the weight plate off of the scale and check for any debris that may have fallen under the weight plate
These weight plates are designed to be easily removed from the scale.
Once finished, place the weight plate back on the scale. Ensure the weight plate is flush and fully aligned on the sensors beneath it
Press the zero out button on the scale again after the weight plate is replaced.
Example photos below. These may be sent to the store user as a visual aid:
Countertop Scale
Magellan
Zebra
If the live weight display is still showing "Scale not ready", proceed to the next step.
Restart the POS app
On the main cashier screen, select the gear icon in the bottom right corner of the screen.
This will open the Device Status window.
Select Restart App on the Device Status window
Log back into the POS app
If the live weight display is still showing "Scale not ready", proceed to the next step.
Power cycle the POS lane
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
Power off the UPS by pressing and hold the UPS's power button for 5 seconds
Example photo below
Wait 10 seconds for all peripherals to fully power off
Press and hold the UPS's power button again for 5 seconds to power back on the system
Once the system powers back on, enter the admin password when prompted on the cashier screen
The password is 654321
If the live weight display is still showing "Scale not ready", reach out to the Vori support line for help on next steps.
Scale disconnected
If the live weight display of the cashier screen is displaying this error message, the POS is unable to communicate with the scale.
Confirm the type of scale the store is using
Confirm whether the scale is a countertop scale or a scanner scale
If the scale is a scanner scale, locate and read off the brand of scale
The brand name is printed on the weight plate, either Zebra or Magellan
Check that the scale is turned on
Confirm that the scale's barcode scanner, indicator lights, or built-in weight display are on.
Directions below depending on scale model:
Countertop Scale
Confirm the live weight display built into the scale is on
If the live weight display is not on, press and hold the red power button for a few seconds
If the live weight display is till not on, check that the scale's power cable is fully inserted on both ends
If the live weight display is still not on, skip forward to the section titled Power cycle the POS lane
Magellan Scanner Scale
Confirm the back indicator lights and/or the barcode scanner are lit
If both of these lights are not lit, check that the scale's power cable is fully inserted on both ends
If both of these lights are still not lit, skip forward to the section titled Power cycle the POS lane
Zebra Scanner Scale
Confirm the back indicator light and/or the barcode scanner are on
If both of these lights are not lit, check that the scale's power cable is fully inserted on both ends
If both of these lights are still not lit, skip forward to the section titled Power cycle the POS lane
If the scale is on & live weight display is still showing "Scale disconnected", proceed to the next step.
Restart the POS app
On the main cashier screen, select the gear icon in the bottom right corner of the screen.
This will open the Device Status window.
Select Restart App on the Device Status window
Log back into the POS app
If the live weight display is still showing "Scale disconnected", proceed to the next step.
Power cycle the POS lane
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
Power off the UPS by pressing and hold the UPS's power button for 5 seconds
Example photo below
Wait 10 seconds for all peripherals to fully power off
Press and hold the UPS's power button again for 5 seconds to power back on the system
Once the system powers back on, enter the admin password on the cashier screen when prompted
The password is 654321
If the live weight display is still showing "Scale disconnected", proceed to the next step.
Confirm the comm cable is fully connected
Confirm that the scale's comm port is securely inserted on both ends.
All three scale types should have both a comm cable and a power cable connected.
The scale's comm cable should be inserted into either USB-A port on the back of the POS computer
If both scale cables are fully inserted on both end & the live weight display is still showing "Scale disconnected", proceed to the next step.
Confirm settings in the POS app are correct
On the main cashier screen, find the Date & Time display on the bottom of the screen
Tap the Date 3-5 times. A hidden peripheral settings popup window should appear
Under the Peripherals section at the top of the popup window, confirm the settings match the appropriate settings by scale type listed below
If the information on the POS does not match what is listed below, tap that field and select the appropriate choice from the dropdown menu
Important: In the Scanner/Scale Port section, the alphanumeric number string at the end of the selection will be different for every POS lane.
Example photo:
Countertop Scale
Scanner/Scale Brand: MG-T30 (Countertop)
Scanner/Scale Port:
Magellan Scanner Scale
Scanner/Scale Brand: Datalogic Magellan
Scanner/Scale Port: /dev/cu.usbmodem#########
Zebra Scanner Scale
Scanner/Scale Brand: Zebra MP7001
Scanner/Scale Port:
If the live weight display is still showing "Scale disconnected", reach out to the Vori support line for help on next steps.