Resolve scale not weighing correctly on the Connect+ Series and SendPro P-Series

Learn how to resolve the scale not weighing correctly on the Connect+ 500W, Connect+ 1000, Connect+ 2000, Connect+ 3000, SendPro P1000, SendPro P1500, SendPro P2000 and SendPro P3000.

Products affected: Connect+® 500W, Connect+® 1000, Connect+® 2000, Connect+® 3000, SendPro® P1000, SendPro® P1500, SendPro® P2000, SendPro® P3000

Issue

The mailpiece is not being weighed correctly by the scale.

Cause

The scale may not be communicating with the meter, or the scale may not be level.

Resolution

Zero the scale:

From the Home screen, select Run Mail.
Remove any items from the scale.
Select Weighing.
Select Attached Scale.
Select Zero Scale.
Select OK.
Test with an item of known weight.

If you have a MP30 or MP49 weighing platform that sits beside the meter, make sure that the platform is level:

Take the top cover off of the weighing platform.
Locate the round glass level.

The dot should be located inside of the black circle. If the dot is not inside of the black circle, adjust the feet on the weighing platform until the dot is inside of the circle.
Test with an item of known weight.

If the scale is still not weighing correctly:

Unplug the scale cable from the left side of the meter.
Press Home.
Select the Gear from the lower right corner of the home screen.
Select Shut Down from the menu.
Select Shut Down on the pop up.
Wait for the screen to turn off and the blue light on the front to turn off. This may take several minutes.
While waiting, put the scale back on top of the meter or plug the external weighing platform back into the meter.
Wait one minute, then turn the power switch back on.
Test with an item of known weight.

If the issue is still not resolved, contact client support. Please have your model number ready.

UPDATED: August 14, 2021