VERIFIED SOLUTION i

How to resolve scale not weighing correctly on the DM500, DM800i, DM900, DM1000 and more

Products affected: DM500™, DM525™, DM550™, DM575™, DM800™, DM800i™, DM825™, DM875™, DM900™, DM925™, DM1000™, DM1100™

Issue

The mailpiece is not being weighed correctly by the scale.

Cause

The scale is not weighing correctly.

Resolution

UPDATED: May 2, 2018
Zero the scale:
  1. Remove any items from the scale.
  2. Select Scale.
  3. Select Zero the scale.
Test with an item of known weight.
  1. If you have an external weighing platform that sits beside the meter, make sure the platform is level:
  2. Take the top cover off the weighing platform.
  3. Locate the round glass level.
Scale level
  1. The dot should be located inside of the black circle.  If the dot is not inside the black circle adjust the feet on the weighing platform until the dot rests inside of the circle.

If the scale is still not weighing correctly:
  1. Remove the scale from the top of the meter or If you have an external weighing platform unplug the cable from the back of the meter.
  2. Turn the power off with the power switch; wait for the display to turn off.
  3. Wait one minute then turn the power switch back on.
  4. While waiting put the scale back on top of the meter or plug the external weighing platform back into the meter.
Test with an item of known weight.  If the issue is still not resolved, contact client support. Please have your model number ready.