Scale issues on the Connect+ series and SendPro P

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

Issue

The scale on the franking machine is not working, or the system is displaying one of the following errors:

Error Codes:
  • 0194610002, 0194610003, 194610017, 198610016, 198610017, 018A6100F4, 019461001C, 019D610001, 019D610002, 019D610003, 019D610004, 019D610005, 019D610006, 019D610007, 019D610008, 019D610009, 019D61000A, 019D61000B, 019D61000C, 019D61000D, 019D61000E, 019D61000F, 019D610010, 019D610011, 019D610012, 019D610013, 019D610015, 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, 019D610047, 019D610048, 019D610049, 019D61004A, 019D61004B
Error Messages: "Attached scale error", "Attached scale vibration filter error", "Attached scale calibration error", "Negative weight", "Attached scale requires calibration", "Invalid weight", "Attached scale failed to rezero".

Cause

The scale is not operating correctly.

Resolution

Solution 1

Model number MP1S:
  1. Remove the top cover of the scale.
  2. Look in the back left hole for a flashing red light.
  3. If there is no light, go to check the USB cables.
  4. If there is a red light, go to zero the scale.
Model numbers MP30/MP49:
  1. On the bottom of the scale where the USB cable plugs in, you should see a flashing yellow light.
  2. If there is no light, go to check the USB cables.
  3. If there is a red light, go to zero the scale.

Solution 2

Level the scale (model numbers MP30/MP49 only)
  1. Find the model number of your scale. It is printed on a tag under the top cover.
  2. Take the top cover off of the scale.
  3. Inside the black circle, locate the small round glass bubble level.
  4. Turn the scale feet clockwise to adjust the them in the opposite direction to which the bubble is leaning.
Important: Always adjust the two feet on a side together to prevent the scale from rocking.
  1. When the bubble is level, push down on all four corners of the scale to make sure each foot is touching the table.
  2. Replace the top cover.
  3. Test by weighing an item of known weight:
    • a new (from 2017) £1 coin weighs 9g.
Solution 3

Zero the scale
  1. Select the "Home" icon.
  2. Select "Run Mail".
  3. Select "Weighing" at the bottom of the screen.
  4. Select "Attached Scale" from the list. (Note: If the attached scale is greyed out, go to the next section.)
  5. Take all items off the scale.
  6. Select "Zero Scale".
  7. Test by weighing an item of known weight:
    • a new (from 2017) £1 coin weighs 9g.
Solution 4

Check the USB cables
  1. Select the "Home" icon.
  2. Disconnect the USB cable from the back of the scale.
  3. Wait five seconds, then re-connect the USB cable.
  4. Follow the cable to the left side of the franking machine and disconnect that end.
  5. Wait five seconds, then re-connect it.
  6. Select "Run Mail".
  7. Test by weighing an item of known weight:
    • a £1 coin weighs 9g.
  8. To test the connectivity, use another USB cable:
  • Scales for the Connect+ use a standard USB 2.0 A to B cable.
  • If you have a Pitney Bowes 1E20 laser printer connected to the Connect+, SendPro P, the printer would use the same cable.
  • Other office equipment, such as a PC printer, can use the same cable.
Solution 5

Reboot the franking machine
  1. Select the Gear from the lower right corner of the home screen.
  2. Select Shut Down from the menu.
  3. Select Shut Down on the pop-up.
  4. Wait for the screen to go black and the blue light on the front to go out. This may take several minutes.
  5. After everything has been off for 10 seconds, press the power button to power back up
  6. Select Run Mail.
  7. Test by weighing an item of known weight:
    • a £1 coin weighs 9g.
If the issue is unresolved, please use the Contact Us options below.

UPDATED: November 01, 2019