Resolve no attached scale mode on a DM500, DM550 and more

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


When Mode is pressed, there is no option for attached scale.


The meter has not downloaded the scale feature.


UPDATED: May 2, 2018
Follow these steps to resolve this issue:
  1. Power the mailing system off
  2. If the scale is a MP30 or MP49 platform scale, ensure that the cable between the scale and the mailing system is securely connected. Unplug and plug it back in, and try plugging it into a different USB port on the machine.
  3. If the scale is an integrated tray on a DM500 or DM800i, remove the tray and reseat it, ensuring it is in the proper position
  4. On the DM500, DM550, or DM800i, push the left and right side of the mailing machine together to ensure a tight fit
  5. Power the mailing system on
If the issue is not resolved, contact customer support from 8 am to 8 pm Eastern Time. Please have your model number ready.