How to resolve scale errors on the Connect+ 500W, Connect+ 1000, and more

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Products affected: Connect+ 1000®, Connect+ 2000®, and Connect+ 3000®

Issue

The Connect+® is not weighing or displaying one of the following error codes:

019D610001, 019D610002, 019D610003, 019D610004, 019D610005, 019D610006, 019D610007, 019D610008, 019D610009, 019D61000A, 019D61000B, 019D61000C, 019D61000D, 019D61000E, 019D61000F, 019D610010, 019D610011, 019D610012, 019D610016, 019D610017, 019D610018, 019D610019, 019D61001A, 019D61001B, 019D61001C, 019D61001D, 019D61001F, 019D610020, 019D610021, 019D610022, 019D610023, 019D610024, 019D610025, 019D610026, 019D610027, 019D610028, 019D610029, 019D61002A, 019D61002B, 019D61002C, 019D61002D, 019D61002E, 019D61002F, 019D610030, 019D610031, 019D610032, 019D610033, 019D610034, 019D610035, 019D610036, 019D610037, 019D610038, 019D610039, 019D61003A, 019D61003B, 019D61003C, 019D61003D, 019D61003E, 019D61003F, 019D610040, 019D610041, 019D610042, 019D610043, 019D610044, 019D610045, 019D610046, 019D610048, 019D610049, 019D61004A, 019D61004B, 019D610013, 019D610015, 019D610047, 018A6100F4, 0194610002, 0194610003, 0194610017, 019461001C, 0198610016, 0198610017, 019D610047

Cause

A failure with the scale is preventing normal operation of the meter.

Resolution

There are a number of things that can get your scale working.

Level the scale
Zero the scale
Check the USB cables
Reboot the Connect+

Level the scale
There will be a tag with the model number under the top cover.

If it is a MP30/MP49 attached scale, you should check to make sure it is level. Use these steps:
  1. Take the top cover off the scale
  2. Locate the small round glass bubble level
  3. The bubble should be inside the black circle
  4. Adjust the feet opposite of the direction the bubble is leaning by turning the feet clockwise
  5. Always adjust 2 feet on a side together this will keep the scale from rocking
  6. Once the bubble is level push down on all 4 corners of the scale to make sure the each foot is touching the table
  7. Replace the top cover
  8. Check the scale with a known item (Note: Canadian quarters weigh 5 grams each and are a good test)
If it is a MP1S attached scale, check the heartbeat of the scale:
  1. Remove the top cover
  2. Look in the back left hole for a flashing red light
  3. If there is no light go to check cables
  4. If there is a red light go to zero scale

Zero the scale
  1. Go to the Home screen by selecting the green house key
  2. Select Run Mail
  3. Select the Weighing button on the bottom of the screen
  4. Select Attached scale from the list (Note: If the attached scale is grayed out skip to the next section)
  5. Remove all items off the scale
  6. Select Zero Scale
  7. Check the scale with a known item (Note: Canadian quarters weigh 5 grams and are a good test)

Check the USB cables
  1. Follow these steps to check the USB cables that connect the scale to the Connect+ machine:
  2. Go to the Home screen by pressing the green house key
  3. Unplug the USB cable from the back of the scale for 5 seconds and plug it back in
  4. Follow the cable to the left side of the connect+ and unplug that end for 5 seconds and plug it back in
  5. Select Run Mail
  6. Check the scale with a known item (Note: Canadian quarters weigh 5 grams each and are a good test)
  7. To test the connectivity, use another USB cable
    1. The scales for the Connect+ use a standard USB 2.0 A to B cable
    2. If you have a Pitney Bowes 1E20 laser printer connected to the Connect+ that would be the same cable
    3. Other office equipment such as a PC printer may use the same cable

Reboot the Connect+
  1. Select the green house at the top of the screen to go to the home screen
  2. Select Shut Down from the lower right corner
  3. Select Shut Down from the menu
  4. Select Shut Down on the pop up
  5. Wait for the screen to go black and the blue light on the front to go out. This may take several minutes.
  6. After everything has been off for 10 seconds press the power button to power the Connect+ back up
Note: You should perform a shut down nightly using the shut down icon, not the power button at the front of the equipment
  1. Select Run Mail
  2. Check the scale with a known item (Note: Canadian quarters weigh 5 grams each and are a good test)

If your issue is not resolved, contact customer support from 8 am to 8 pm Eastern Time. Have your model number ready.

UPDATED: 04 June 2021