My scale isn't reading weights correctly; what should I do?

ShipStation is compatible with just about any USB printer that is directly connected to a workstation. (Unfortunately, we cannot support SERIAL/COM scales, or USB scales connected via hubs or extenders). In case you're interested, here's our list of recommended scale brands and models.

Also, if you are using ShipStation's ScaleServer or SyncStation, we recommend that you remove that software from your computer and install ShipStation Connect instead. ShipStation Connect is free and available for both Windows and Mac. Installing ShipStation Connect (or restoring Connect back to its default settings) may very well resolve issues connecting and reading weights.

ShipStation Connect also has several advanced configuration options for your scales which can be accessed by following the steps below.

Head to your Account Settings (the gear icon in the upper right).

Next, select Printing and then ShipStation Connect from the sidebar on the left.

If you're logged into the username that registered the the scale to ShipStation Connect, you should see the scale   listed. Hover over the scale's name three icons should appear. The first icon, the pencil, will allow you to change the name of the scale as it appears within the ShipStation application. 

The other two icons allow you to edit advanced Scale Settings, and then test those settings.

Click on the Gears icon to access the advanced configuration options.

You'll see a window like the one below:

Then, click either the Reset Settings to Defaults or Configure Settings For High Capacity Mode button, and Save Changes. (If you're curious about all the other settings, click here to skip to an explanation.)

Hover over the scale again, but this time click the Gauge icon.

Ideally, the change you'd made allows ShipStation display a weight in the top right corner.

But if not, you may need to return to the "Scale Settings" pop-up by clicking the little Gears icon for the scale. Try clicking the button you didn't try before (Reset Settings to Defaults or Configure Settings For High Capacity Mode), Save Changes, and use the Gauge icon to see if you can pull in a weight this time. 

If your scale still isn't working after trying both of those buttons out, please do Open a Support Case so that our support team can assist you. Just let us know your scale model, your operating system, your phone number, and a good time for a hardware specialist to reach out to you.

And in case you need it, here's a detailed description of the available Scale Settings:

The first value is the number of milliseconds the ShipStation website will wait for a scale reading before it times out. The second value is the number of milliseconds that ShipStation Connect will wait for a scale reading. You may need to increase both of these values if you have an older model scale, but make sure the first value is always higher than the second value. 

Read Weight
This the number of milliseconds that ShipStation Connect will wait before before attempting to read a weight from your scale. If you have a newer scale that quickly determines weight, you can decrease this value to 150, or even 100. Just make sure that this value is less than the latter of the Timeout values.

This value represents the number of times that ShipStation Connect will attempt to read a weight from the scale. If you've decreased the value for the Read Weight, then you may need to increase this value. 

Weight Bytes
These values represent the index of the first and second bytes of weight data, respectively. The default values match up with how most scales report data, so only change these values if you have a non-standard scale which reports differently.

These values multiply the first and second bytes of weight data by the specified amount. "Configure Settings For High Capacity Mode" changes these values from 1 to 0.1 so that large-capacity scales report weights more accurately. 

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