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: Install or reinstall DeviceHub
• Solution 3: Make sure that your scale is installed, connected, and online
• Solution 4: Reconnect DeviceHub
• Solution 5: Activate DeviceHub
• Solution 6: Zero the scale

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

• Compatible printers and scales

Solution 2: Install or reinstall DeviceHub

1. If DeviceHub is not installed, install it. If it is already installed, reinstall it. For instructions, see:
   • Installing DeviceHub
   Note: If a message appears during the installation process stating that DeviceHub is already installed, click OK to remove the previous version, then click Uninstall. Once the process is complete, click Finish.
2. Close and reopen your web browser.
3. Sign back in to PitneyShip, PitneyShip Pro, or PitneyShip Enterprise.
4. Go to Settings > My Devices.
5. Wait for the DeviceHub activation to occur. Two separate messages should appear in the upper right corner of your browser window.
   • The first message says "Registering DeviceHub to your computer... This will take a few moments."
     
   • The second message says "DeviceHub is successfully registered. Your printer and scale are now connected."
     
6. After the second message disappears, wait a few moments. After a brief time, the list of printers and scales should be displayed on the My Devices page.
7. If the "Get Weight" button still does not work, proceed to solution 3.

Solution 3: Make sure that your scale is installed, connected, and online

1. In PitneyShip, PitneyShip Pro, or PitneyShip Enterprise, go to Settings > My Devices.
2. Verify that the scale shows an Online or Idle status.
3. If the scale is not listed, or the status is Offline or Other, check the following:
   • Make sure that the scale is installed on the computer.
   • In Windows, go to Settings > Devices > Printers and make sure that the scale is present and online.
   • On Mac, go to Apple menu > About this Mac > More Info (Ventura OS users only) > System Report > USB. Make sure that the scale is present under USB 3.0 or 3.1 and is online.
   • Verify that the scale is turned on and awake.
   • Verify that the scale is on and is connected correctly to the computer.
4. Once the scale is connected and online, try to print again.

Solution 4: Reconnect DeviceHub

1. Right-click on the DeviceHub icon in the Windows system tray (small icons near the clock) or Mac OS menu bar and choose Reconnect.
2. Once the DeviceHub icon appears, hover your mouse over the icon to see the connection status and wait until it shows an Online status.

Solution 5: 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 6: 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.