Scale issues in SendPro Online

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Products affected: SendPro® Online

Issue

  • When the scale icon is selected, SendPro does not show the weight from the scale.
  • The scale is not weighing correctly.

Cause

  • The scale is not compatible with SendPro.
  • The SendPro scale app has not been installed (only when using SendPro on a web browser).
  • There is nothing on the scale.
  • There is a USB hub between the scale and the computer.

Resolution

Solution 1: Ensure that the scale is compatible with SendPro Online

Ensure that a compatible scale is installed:

  • 5 kg USB scale (item number 397-B)
  • 30 kg 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.

Solution 2: Zero the scale

If using SendPro Online in a web browser

  1. If your scale has a Zero button, click it.
  2. If your scale does not have a Zero button, install the SendPro Scale App:
  3. Once the SendPro Scale App is installed, right-click on the SendPro Scale App ("SP") icon in the system tray and select Zero Scale.
    SendPro Scale App system tray icon - Zero Scale

If using the SendPro Online software

  1. In the SendPro Online software, click the gear icon and select Zero Scale.

Solution 3: Ensure that the USB cable is connected directly to the computer

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. If the scale is already plugged directly into the computer, try a different USB port on the computer.

Solution 4: Manually pair the scale

  1. Clear your web browser's cookies and cache. Consult your web browser's help for assistance.
  2. Go to the SendPro sign-in page and sign in to SendPro again.
  3. Right-click on the SendPro Scale App ("SP") icon in the Windows system tray (small icons by the clock).
  4. Select Pair With.
  5. Select the web browser you are using.
    SendPro scale app icon Pair With menu on Windows

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.

If you need further assistance, please use the Contact Us options below.

UPDATED: 18 February 2021