Scale not weighing correctly on the DM300M-DM475

Zero the scale, enable the Attached Scale option, level the scale and restart your franking machine to resolve the scale not weighing correctly.
Products affected: DM300M™, DM400M™, DM475™ (G922, RG9224M)


The scale is not weighing the mail correctly.


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


Solution 1: Zero the scale:

  1. Remove any items from the scale.
  2. Press Weigh/Rate.
  3. Select Zero the Scale.

If you still need help, try Solution 2.

Solution 2: Enable the Attached Scale option

  1. Press Options.
  2. Select Setup.
  3. Press Page Down, then select Serial Port.
  4. Attached Scale should appear with a tick beside it. If External Accounting is ticked, this is likely the cause of the issue. Press the key to the left of Attached Scale to select this option. The franking machine returns to the Home screen.
    Attached scale setting
  5. Remove the power lead from the rear of the franking machine.
  6. Wait 60 seconds, then replace the power lead.
  7. Test the scale by weighing an item of known weight. A £1 coin weighs 9 grams. If the scale is weighing correctly the issue is resolved.

If you still need help, try Solution 3.

Solution 3: Level the external scale

  1. If you have an external scale that sits beside the franking machine, make sure the scale is level.
  2. Take the top cover off the scale.
  3. Locate the round glass level.
    Scale glass level
  4. The dot should be located inside of the black circle. If the dot is not inside the black circle adjust the feet on the scale until the dot rests inside of the circle.

If you still need help, try Solution 4.

Solution 4: Restart the franking machine

  1. Remove the scale from the top of the franking machine, or if you have an external scale unplug the cable from the back of the franking machine.
  2. Unplug the power lead from the rear of the franking machine.
  3. Wait 60 seconds.
  4. While waiting, replace the scale on the top of the franking machine, or plug the external scale back into the franking machine.
  5. Plug the power lead back into a wall outlet. Check that the wall outlet is functioning correctly.

If you need further assistance, please contact us.

UPDATED: 03 January 2023