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

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
• Solution 3: Verify that DeviceHub is connected
• Solution 4: Activate DeviceHub
• Solution 5: Zero the scale

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

• Compatible printers and scales for Pitneyship and PitneyShip Pro

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.