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Troubleshooting
Scale Issues
If the scale icon is grayed out and cannot be selected, or if the scale icon can be selected, but does not
update to reflect the weight from the scale, this indicates that:
The scale being used is not compatible with SendPro®.
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The scale app has not been installed.
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There is nothing on the scale.
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There is a USB hub between the scale and the computer.
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Ensure that the compatible scale is installed:
70lb/30Kg USB scale (item number SL-397-D)
Ensure that the scale app is installed. For details, see Install the Scale.
If the scale icon in is grayed out, place an item on the scale. The scale icon should then display the weight
of the item on the scale.
Ensure that the USB cable is connected directly from the scale to the computer.
Do not use a USB hub between the USB scale and the computer.
Note- When the scale is connected to a computer with the USB cable, the power button on the scale
will be disabled. The power button is only used when the scale is powered with a 9-volt battery. There
is no need to use a battery if the scale is connected to the computer with a USB cable.
Scale value is under zero. Recalibrating scale
When attempting to use the USB scale with SendPro® Online , if the scale displays a negative weight,
follow these steps to re-zero the scale:
1. On the bottom of the scale are 4 or 6 feet. Ensure that the feet are not loose or missing.
2. Ensure that the scale is on a flat, level surface.
Pitney Bowes
Installation Instruction February 2021
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