Weight not appearing in PitneyShip or PitneyShip Pro when using a scale

If the item weight does not appear in PitneyShip or PitneyShip Pro when using a scale, follow these troubleshooting steps.
Products affected: PitneyShip™, PitneyShip™ Pro

Issue

When weighing an items on the scale, the weight does not appear in PitneyShip or PitneyShip Pro.

Cause

  • The scale may not be connected to the computer.
  • DeviceHub may not be connected or activated.
  • The scale may need to be zeroed.

Resolution

Solution 1: Make sure that you are using a compatible scale

Solution 2: Check the scale connection

Check the scale and make sure that the USB cable is securely connected to your computer.

Solution 3: Verify that DeviceHub is connected

  1. Select Settings > My Devices.
  2. On the My Devices page, check that your scale is online. There should be a green check mark next to your scale.

Solution 4: Activate DeviceHub

  1. Select Settings > My Devices.
  2. Select Activate DeviceHub.
  3. Once DeviceHub is registered successfully, select Close.
  4. Go back to the My Devices page and select Refresh.

Solution 5: Zero the scale

  1. Select Settings > My Devices.
  2. Find your scale in the list of connected devices.
  3. Click on the zero scale arrow.

If you need further assistance, please contact us.

UPDATED: December 19, 2022