VERIFIED SOLUTION i

Resolve issues with the USB scale in SendPro

Products affected: Connect+ 500W®, Connect+ 1000®, Connect+ 2000®, Connect+ 3000®, SendPro™ P1000, SendPro™ P1500, SendPro™ P2000, SendPro™ P3000, SendPro™

Issue

  • In SendPro™, the scale icon is grayed out and cannot be selected
  • The scale icon can be selected, but SendPro does not update to reflect the weight from the scale
User-added image

Cause

  • The SendPro scale app has not been installed (only when using SendPro on a web browser)
  • The scale icon will be grayed out if the scale weight is 0.0
  • The scale being used is not compatible with SendPro
  • A USB hub is in between the scale and computer

Resolution

UPDATED: May 29, 2019
Follow the instructions in the article How to install your scale for SendPro to ensure the SendPro scale app is installed.

If the scale icon in SendPro is grayed out, place an item on the scale and the scale option in SendPro may update to display the weight of the item on the scale.

The following two scales are compatible with SendPro:
  • 10 lb. USB scale (item number 397-B)
  • 70 lb. USB scale (item number 397-D)
On the bottom of the scale is a label with information about the scale. This label should list the PB CODE, which must match one of these compatible scales.

It is important that the USB cable is connected directly to the computer. Placing a USB hub between the USB scale and the computer can cause issues with the communication between the USB scale and Windows.
 
Note: When the scale is connected to a computer with the USB cable, the power button on the scale will be unresponsive. The power button is only used when the scale is not connected to a computer using a USB cable, and instead 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.