How to troubleshoot communication issues with the POS countertop scale

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

Introduction

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

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.

Troubleshooting a countertop 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.

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.

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

Zero out the scale

1. Quickly press the red button located on the front of the countertop scale.

   • The button should read Zero with on/off beneath it.

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

Restart the scale

1. Press and hold the red button located on the front of the countertop scale until the scale's built in weight display turns off. Then weight 10 seconds.

   • The button should read Zero with on/off beneath it.

2. Press and hold the red button again until the weight display comes back online. 

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

   • These weight plates are designed to be easily removed from the scale.

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. Quickly press the red button on the front of 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.

Troubleshooting a countertop 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.

Check that the scale is turned on

1. Confirm that the scale's built-in weight display is on.

   1. If the live weight display is not on, press and hold the red power button for a few seconds until the unit powers on.
   2. If the live weight display does not turn on after holding the power button, check that the scale's power cable is fully inserted on both ends.
   3. If the scale's power cable is fully inserted on both ends and the unit is still not powering on, click here for the next set of instructions.
2. If the scale is on & live weight display is still showing Scale disconnected, proceed to the next step.

Restart the POS app

1. On the 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 disconnected, 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

   • Example photo below.

     

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 on the cashier screen when prompted.

   • The password is 654321.

6. If the live weight display is still showing Scale disconnected, proceed to the next step.

Confirm the scale's communication cable is fully connected

1. Confirm that the scale's comm port is securely inserted on both ends.

   • The countertop scale should have a power cable and a communication running out of it.

   • The countertop scale's communication cable should be inserted into either USB-A port on the back of the POS computer.

     
2. If the live weight display is still showing Scale disconnected and the communication cable is fully connected, reach out to Vori support for further assistance.