Scale not weighing correctly on the DM110i, DM160i and DM220i

Zero the scale, restart the franking machine, reseat the scale and remove the rubber feet from the scale to resolve the scale not weighing correctly.
Products affected: DM110i™, DM160i™, DM220i™ (PR20)

Issue

The scale is not weighing mail correctly.

Cause

The scale may not be communicating with the franking machine, may not be seated properly, or may not be level.

Resolution

Solution 1: Zero the scale

  1. Remove any items from the scale.
  2. Select Scale from the Home screen.
  3. Select Zero the Scale.
  4. Test the scale by weighing an item of known weight. A £1 coin weighs 9 grams.

If you still need help, try Solution 2.

Solution 2: Restart the franking machine and reseat the scale

  1. Remove the power lead, or switch the franking machine off using the switch at the rear.
  2. Remove the scale from the top of the franking machine. The scale comes in two parts so split the scale into two.
  3. Make sure there are no obstructions by blowing around the 2 pieces of the scale, including the 9-pin connector underneath, and also the port where the scale sits on top of the franking machine.
    Reseat the scale
  4. Put the scale back together and reseat it onto the franking machine. Ensure it is level.
  5. Replace the power lead and switch the franking machine on.
  6. Once the Home screen appears, check the scale weight is zero grams. If a different weight is present, zero the scale.
  7. Test with an item of known weight, such as the coin listed in solution 1.
  8. If this does not resolve the issue, return to step 6 and remove the four rubber feet from the base of the scale whilst the scale is removed, this has occasionally been found to resolve the issue.

If you still need help, try Solution 3.

Solution 3: Remove the rubber feet from the scale

  1. Remove the scale from the top of the franking machine.
  2. Remove the four rubber feet from the base of the scale.
  3. Replace the scale.
  4. Test with an item of known weight, such as the coin listed in solution 1.

If you need further assistance, please contact us.

UPDATED: 03 January 2023