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

Learn how to resolve Weigh on the Way errors on the Connect+ 500W, Connect+ 1000, Connect+ 2000, and Connect+ 3000.
Products affected: Connect+ 500W®, Connect+ 1000®, Connect+ 2000®, and Connect+ 3000®

Issue

The meter displays one of the following error codes:

0311-41-00D9, 0612-42-000D, 0311-41-00DA, 0612-41-0025, 0612-41-0026, 0612-42-0001, 031C-A1-0030, 0612-41-000F, 0612-41-0014, 0612-41-001A, 0612-41-001E, 0612-41-0024,0612-41-0027, 0612-41-0028, 0612-41-0029, 0612-42-000E

Cause

The Weight On the Weight (WOW) experienced an error.

Resolution

The following tasks can assist in troubleshooting a Weigh on the Way (WOW) error received on your Connect+ machine. Refer to these four functions to resolve error codes related to WOW:

Check the weighing method
Check for interference
Check the WOW weight limit
Reboot the Connect+


Check the weighing method
  • If the platform scale registers weight from an item and it gets bumped, it may change the weighing method. Check the weighing method using these steps:
  1. Select weighing at the bottom of the run mail screen
  2. Check which weighing method has the dot by it
  3. If attached scale or manual weight is selected Select WOW or WOW first piece only
  4. Select OK
Check for interference
Is the postage on my mail pieces run in WOW mode is not consistent or is the postage wrong? When running the Connect+ in wow mode external interference may cause the postage amount to be incorrect.
 
  1. Touching the center section of the mail transport machine while running
  2. Any air currents hitting the wow section of the machine can cause faulty readings:
    • Check for fans or air vents blowing at the machine
    • Table vibration can cause faulty readings
    • Is there other equipment running on the table?
    • Is the table the Connect+ located on stable?
Check the WOW weight limit
Are you getting the error message: Mail piece too heavy? Follow these steps to check the weight limit:
 
  1. Select the green house at the top of the screen to go to the home screen
  2. Select Run mail
  3. Select Weighing
  4. Select WOW or WOW, first piece only
  5. Sometimes a software update will set the wow weight limit to 0 grams
  6. You may have a custom limit
    • If the mail piece weighs more than the limit you will get an error
  7. Select edit limit
    • The maximum limit is 500 grams
Reboot the Connect+
You may be able to clear the error by simply restarting your meter.  Here are the steps to follow for a safe restart:
  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.

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

UPDATED: 14 August 2021