Troubleshoot the Magellan 9800i Scanner Scale

If the Magellan 9800i scanner scale is experiencing communication issues with the POS, follow the steps in this guide. These steps are specific to the Magellan model and should be performed in the order listed below.

View the Connection Status

To identify the issue, review the live weight display in the top right corner of the cashier screen.

Compare the readout to the status options below:

• Numerical display (e.g., 0.00lb). The scale is communicating normally.

• Scale not ready. The POS is detecting interference. The system will block use until the weight becomes stable.

• Scale disconnected. The POS is unable to communicate with the scale.

Troubleshoot "Scale Not Ready"

This error message displays when the scale detects fluctuating weight or debris.

1. Clear the scale Remove any loose items, papers, or cables resting on the weight plate. Ensure the "fruit fence" (the plastic guard) is not touching the metal weight plate.

2. Zero out the scale Locate the button panel on the tower above the weight plate. Press the top left button (indicated by the >0< symbol).

3. Restart the scanner scale (Software Reset) On the cashier screen, tap the Scale not ready tile in the top right corner. This sends a reboot command to the scale. Wait 30 seconds for the device to power back on.

4. Check for debris Lift the weight plate off the scale. Remove any debris (such as crumbs or ties) that may have fallen underneath. Place the weight plate back on the scale, ensuring it is flush and fully aligned with the sensors. Press the zero out button on the scale again after the weight plate is replaced.

5. Restart the POS app On the cashier screen, tap the Gear icon > Device Status. Select Restart App. Log back in to check the connection.

6. Power cycle the lane Locate the UPS (Uninterruptible Power Supply) under the counter. Hold the power button for 5 seconds to turn it off. Wait 10 seconds, then hold the button again to turn the system back on. Once the system powers back on, enter the admin password (654321) when prompted on the cashier screen.

Troubleshoot "Scale Disconnected"

If the live weight display shows the error message "Scale disconnected", the POS cannot communicate with the hardware.

1. Check the power Verify the scale is turned on. The barcode scanner lights or back indicator lights should be illuminated. If not, ensure the power cable is securely connected under the counter.

2. Restart the POS app On the cashier screen, tap the Gear icon > Device Status. Select Restart App  (see instructions above).

3. Power cycle the lane Turn the UPS off and on (see instructions above).

4. Check communication cables Confirm the scanner's USB communication cable is fully inserted into the back of the POS computer. The cable should be inserted into either USB-A port on the back of the POS computer.