"Get Weight" button disabled or not working in PitneyShip, PitneyShip Pro, or PitneyShip Enterprise

If the "Get Weight" button for the scale is disabled, grayed out, or not working, follow these troubleshooting steps.
Products affected: PitneyShip®, PitneyShip® Pro, PitneyShip® Enterprise

Issue

The "Get Weight" button for the scale is disabled, grayed out, or not working.

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.

UPDATED: November 28, 2023