Weighing support

Find your symptom below, work through the check and the fix, and collect the evidence named with it before you write to support. Have ready the edition, the register or device model, the operating system, browser or app version, the scale make, model and firmware, the exact cable or adapter, the location, the product and the time of the problem. A protocol name is not a compatibility result, so check the Tested hardware list rather than inferring one from it. Servicing the instrument itself belongs with your scale supplier, and verification questions go to the official services.

The two evidence screens have different jobs. Printer → Checkout scale → Live scale diagnostics → Copy scale diagnostics copies this till's configuration, capabilities and last 50 frames, including rejected frames. Locations → Barcodes and weighing → Live barcode tester → Test saved layouts tests the saved barcode layouts, with the full result under Support details. Save profile edits before testing. The tester uses catalog prices, so check the register's location price list separately. Send a barcode result only when a label is involved; otherwise say that none was.

No reading

• Symptom: the weighing panel says Scale not responding, or diagnostics has no frames.
• Check: in Checkout scale, look at Scale connections on this device, the selected Scale driver, Scale connection, protocol mode and baud. Confirm the physical scale is powered and its interface is enabled, and that the chosen port is the scale port, not the scanner port.
• Fix: release any other application holding the port, use Disconnect scale, then Connect scale, choose the correct port and Save. Match the instrument manual's line settings; a TTL UART is not an RS-232 adapter. An unsupported native USB bridge needs a supported transport instead, checked against the device — an arbitrary adapter is not a fix.
• Evidence: Copy scale diagnostics captures whether bytes arrived. If a label was involved, run Live barcode tester → Test saved layouts and attach Support details as well.

Unstable reading

• Symptom: Waiting for stability or Weight is settling never reaches Weight locked.
• Check: look for vibration, a pan touching the counter, moving goods, intermittent frames, and a division that differs from the instrument. Acceptance needs a fresh stable positive reading held for half a second; a disconnect clears the hold.
• Fix: clear the pan, let it return to zero, place the goods without touching the pan and wait. Match the division and repair intermittent wiring; increasing the division to disguise movement is not a fix. An instrument that stays unstable needs the supplier's check.
• Evidence: use Copy scale diagnostics for stable/motion flags and frame gaps. Use Live barcode tester → Test saved layouts → Support details for an accompanying label, or say that none was involved.

Wrong division

• Symptom: the displayed increment is wrong, or a plausible weight is outside the product's accepted increment.
• Check: compare the instrument's marked division with Scale division (grams), and separately look at Weight precision grams, Minimum weight grams and Maximum weight grams in Product Details. Compare net readings in the same unit.
• Fix: enter the instrument's actual division in scale settings and the intended product precision in Product Details. Reconnect and re-weigh; rounding a reading to make a mismatch disappear is not a fix. Ask the supplier about the instrument's division when its documentation is unclear.
• Evidence: attach Copy scale diagnostics and the product fields. For a label, Live barcode tester → Test saved layouts → Support details distinguishes a barcode's decimal precision from the instrument's division.

Label will not parse

• Symptom: an unknown label, No saved layout matched this barcode., or a checksum refusal.
• Check: enter the complete barcode, including leading zeros, in Live barcode tester. Look at Matched profile, Scale item number, Label value, prefixes, field positions and Weight unit on label against the instrument's barcode diagram. Positions in the editor start at zero.
• Fix: correct and save the matching layout, then Test saved layouts again. Layout matched; product not mapped needs the product's Scale item number or the register's Map to product, with the required online Back Office session and product permission. Reprint damaged labels. The normal barcode checksum stays on; the unconfirmed US four-digit price verifier starts off. An age check needs an encoded date, not just printed date text.
• Evidence: attach Support details from Live barcode tester → Test saved layouts, and Copy scale diagnostics if the label was produced from a connected scale. Say “stand-alone label scale” when no till connection exists.

Wrong tare

• Symptom: net weight is too low or high, or the receipt's tare does not match the box.
• Check: look at Product tare, the selected named preset and any manual tare. Compare the instrument's net/gross mode: the register panel deducts its selected tare, while Pre-pack explicitly receives net grams and records tare separately.
• Fix: remove a duplicate deduction and set the container once. Edit Tare grams on the product or the reusable preset under Weighing and packaging as appropriate. Apply manual tare at zero and within Maximum manual tare grams, then take a fresh reading. Look at the next reading after Tare scale; “command sent” does not establish that it executed.
• Evidence: Copy scale diagnostics shows any instrument tare in parsed values. If the tare came from a pack label, attach Live barcode tester → Test saved layouts → Support details, plus the printed label: the barcode need not encode tare.

iPad with no port

• Symptom: the iPad or iPhone offers no checkout-scale connection.
• Check: Scale connections on this device explains the missing transport. This app has no live scale transport on iPad/iPhone; attaching a USB plug does not change that capability.
• Fix: scan a counter-scale label, or use Enter weight manually when the owner has enabled Allow manual weight entry on the till. A live connection needs a device and runtime that actually offer a supported transport, so check the hardware evidence before choosing a model for it.
• Evidence: Copy scale diagnostics records the capability result even without frames. For the label alternative, use Live barcode tester → Test saved layouts → Support details to verify the layout and item mapping.

Bluetooth pairing

• Symptom: the Bluetooth picker cannot find the device, or a connection produces no frames.
• Check: the supported option is Bluetooth scale module (Nordic UART) for an external module exposing the documented NUS service. It is not a general built-in Bluetooth connection for CAS or Star. Check module power, browser capability, UART line settings and the electrical interface to the scale.
• Fix: choose the correct module through Connect scale from a user tap, grant access, and Save after selection. Reconnect to renew notifications. An unknown GATT profile needs documentation and hardware testing; guessed UUIDs are not a fix.
• Evidence: Copy scale diagnostics records the selected transport and arriving frames. Run Live barcode tester → Test saved layouts → Support details only for a related label, and otherwise say that none was involved.

PLU push failed

• Symptom: Push PLUs (unavailable) fails, or PLUs need updating remains after a download.
• Check: Locations → Settings → Scales explains that Direct PLU push has no implemented Ethernet transfer. Disabled push is refused; enabling it still returns the local-agent-required limitation. A download, and a failed push, never record a successful sync.
• Fix: choose Label scale vendor, use Download PLUs, and import through CAS CL-Works, DIGI LabelNet or Dibal DGI/RGI with the mapping in LABELS.md. Check encoding, leading zeros, the price unit and a printed sample. These are import mappings without a verified vendor round-trip, so clearing the pending state by hand would only hide it — a download does not update the scale by itself.
• Evidence: capture the exact push message; collect Copy scale diagnostics if that instrument is also paired to a till. Use Live barcode tester → Test saved layouts → Support details on the printed sample, with the location's actual price list checked separately.

Receipt showing per-100 g

• Symptom: you expected per kg but the receipt shows per 100 g.
• Check: the product's Display per controls receipt presentation independently of Unit of measure, which defines the entered catalog price. Check the receipt against the original sale, not just the product's current settings.
• Fix: for future sales, choose per kg in the Israeli product's Display per and keep the catalog price expressed in its Unit of measure. Shelf label with unit price always shows per kg on IL; Also show price per 100 g adds a second line. Multiplying the catalog price because the display basis changed is not a fix. Lb and oz bases are available on the US edition instead.
• Evidence: attach product settings and the affected receipt. Copy scale diagnostics helps if the weight itself differs; Live barcode tester → Test saved layouts → Support details checks an accompanying label.

Stock in the wrong unit

• Symptom: a meat, cheese or bread balance looks like pieces, or differs by a factor of a thousand.
• Check: confirm Sold by and Unit of measure on the saved product. Stock grams and Minimum stock grams accept grams; inventory quantity controls accept the unit beside the field. Catch-weight pieces accompany the sale but do not replace the gram stock balance. Review counts, receiving, transfers and losses in the ledger before correcting it.
• Fix: enter counts in the displayed unit. A unit/weight flip with stock uses Convert existing stock → Grams per unit → Convert and save after reviewing the balances; Reset stock to zero is an intentional reset, not a unit fix. Use Yield for cuts with calculated loss; Record pre-pack is a zero-delta event and does not consume the pack twice.
• Evidence: attach the product fields, original movement and count. Use Copy scale diagnostics for a weighing-origin discrepancy and Live barcode tester → Test saved layouts → Support details for a scanned pack, especially after a price change that can affect reconstructed grams.