Weighing support

Find the issue below, go through the check and the fix, and collect the evidence listed with it before contacting support. Have ready the software version, the station or device model, the operating system, the browser or app version, the scale's make, model and firmware, the exact cable or adapter, the branch, the product and the time the issue happened. A protocol name isn't a compatibility test result, so check the hardware and test list instead of inferring from it. The device itself is handled with the 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 station's settings, its capabilities and the last 50 transmissions, including rejected ones. Locations → Barcodes and weighing → Live barcode tester → Test saved layouts tests the saved barcode layouts, and the full result is under Support details. Save layout changes before testing. The barcode test uses catalog prices, so check the station's branch price list separately. Send a barcode result only when a label is involved; otherwise say there was no label.

No reading

• The issue: the weighing panel shows Scale not responding, or there are no transmissions in diagnostics.
• The check: in Checkout scale, check Scale connections on this device, the Scale driver and Scale connection selected, the protocol mode and the baud rate. Make sure the physical scale is on, its communication interface is enabled, and the selected port is the scale's port and not the scanner's.
• The fix: release any other software holding the port, click Disconnect scale and then Connect scale, choose the right port and click Save. Match the communication settings to the manufacturer's instructions; a TTL UART interface is not an RS-232 adapter. A built-in USB-to-serial converter that isn't supported needs another supported communication channel, after checking against the device. A randomly chosen adapter isn't a fix.
• The evidence: Copy scale diagnostics shows whether any bytes arrived at all. If a label was involved, run Live barcode tester → Test saved layouts and attach Support details too.

Unstable reading

• The issue: Waiting for stability or Weight is settling appears, and it never gets to Weight locked.
• The check: look for vibration, a weighing platform touching the counter, goods that move, intermittent transmissions, and a scale division different from the device's. For the weight to be accepted, it needs a current, stable reading greater than zero that holds for half a second; disconnecting cancels the lock.
• The fix: clear the weighing platform, wait for zero, place the goods without touching the platform and wait. Match the scale division and fix intermittent wiring; increasing the division to hide movement isn't a fix. A device that stays unstable needs to be checked by the supplier.
• The evidence: Copy scale diagnostics shows the stability and motion flags and the gaps between transmissions. Live barcode tester → Test saved layouts → Support details is for an accompanying label; otherwise say there was no label.

Wrong scale division

• The issue: the scale division shown is wrong, or a reasonable weight falls outside the division the product accepts.
• The check: compare the scale division marked on the device to Scale division (grams), and separately check Weight precision grams, Minimum weight grams and Maximum weight grams on the product card. Compare net readings in the same unit of measure.
• The fix: enter the device's real division in the scale settings, and the product step you want on the product card. Reconnect and weigh again; rounding the reading so the gap disappears isn't a fix. When the device documentation is unclear, ask the supplier what its scale division is.
• The evidence: attach Copy scale diagnostics and the product fields. For a label, Live barcode tester → Test saved layouts → Support details tells apart the number of digits after the decimal point in the barcode and the device's scale division.

Label won't parse

• The issue: an unrecognized label, the message No saved layout matched this barcode., or a rejection because of a check digit.
• The check: enter the full barcode, including leading zeros, in Live barcode tester. Check which layout matched, the Scale item number, Label value, the prefixes, the field positions and the Weight unit on label against the device's barcode diagram. Positions in the editor start from zero.
• The fix: fix and save the matching layout, then run Test saved layouts again. The message Layout matched; product not mapped needs the Scale item number on the product card, or Map to product at the register, with an online connection to the back office and product permission. Reprint damaged labels. The regular check digit stays on. The price verification digit check exists only in the US edition, isn't approved yet and starts off. An age check needs an encoded date, not just a printed date.
• The evidence: attach Support details from Live barcode tester → Test saved layouts, and also Copy scale diagnostics if the label was printed from a connected scale. When there's no connection to the register, say it's a standalone label scale.

Wrong tare

• The issue: the net weight is too low or too high, or the tare on the receipt doesn't match the container itself.
• The check: check the Product tare, the saved container selected and the tare entered manually. Compare the device's net/gross mode: the register panel subtracts the container selected in it, while pre-pack explicitly takes net grams and records the tare separately.
• The fix: remove double deduction and set the tare once. Edit Tare grams on the product card or on the saved container under Weighing and packaging, as appropriate. Enter a manual tare when the scale is at zero and within Maximum manual tare grams, then take a new reading. After Tare scale, check the next reading; the message "Command sent" isn't confirmation that the command was carried out.
• The evidence: Copy scale diagnostics shows the device's own tare in the parsed values. If the tare came from a package label, attach Live barcode tester → Test saved layouts → Support details and the printed label: the barcode doesn't have to encode a tare.

iPad with no port

• The issue: on iPad or iPhone there is no option to connect a checkout scale.
• The check: Scale connections on this device explains which communication channel is missing. This app has no live communication channel to a scale on iPad and iPhone, and connecting a USB cable doesn't change that.
• The fix: scan a label from a counter scale, or use Manual weight entry when the store owners have turned on Allow manual weight entry at the station. A live connection needs a device and operating environment that offer a supported communication channel, so check the hardware evidence before choosing a scale model for such a register.
• The evidence: Copy scale diagnostics records the capability check result even without transmissions. For the label alternative, Live barcode tester → Test saved layouts → Support details verifies the layout and the item mapping.

Bluetooth pairing

• The issue: the Bluetooth picker doesn't find the device, or the connection is made but no transmissions arrive.
• The check: the supported option is Bluetooth scale module (Nordic UART), for an external module that exposes the documented NUS service. This isn't a general built-in Bluetooth connection for CAS or Star. Check the module's power supply, the browser's capabilities, the UART communication settings and the electrical interface to the scale.
• The fix: choose the right module through Connect scale (the picker opens only when you click the button itself), allow access and click Save after selecting. After reconnecting, the module starts transmitting again. An unknown GATT profile needs documentation and a hardware check; guessing UUIDs isn't a fix.
• The evidence: Copy scale diagnostics records the selected communication channel and the transmissions arriving. Run Live barcode tester → Test saved layouts → Support details only when there's a related label; otherwise say there was no label.

PLU push failed

• The issue: Push PLUs (unavailable) fails, or PLUs need updating stays even after downloading.
• The check: Locations → Settings → Scales says that Direct PLU push doesn't include network transfer. A push that's turned off is rejected, and turning it on still returns the limitation that requires a local agent. Neither a download nor a failed push records a successful sync.
• The fix: choose Label scale vendor, use Download PLUs and import through CAS CL-Works, DIGI LabelNet or Dibal DGI/RGI. Get the exact column mapping for each vendor from support. Check the encoding, leading zeros, the price unit and a sample label. The column mapping hasn't yet been tested in a full round with the vendor. Manually clearing the pending status only hides it: the download itself doesn't update the scale.
• The evidence: record the exact push message, and collect Copy scale diagnostics if the same device is also connected to the register. Run Live barcode tester → Test saved layouts → Support details on the sample label, and check the actual branch price list separately.

Receipt shows price per 100 g

• The issue: you expect a price per kg, and the receipt shows a price per 100 g.
• The check: Display per on the product card sets what the receipt shows, separately from Unit of measure, which sets the unit the catalog price was entered in. Check the receipt against the original sale, not only against the product's current settings.
• The fix: for future sales, choose the per kg option in Display per, and keep the catalog price by its Unit of measure. Shelf label with unit price always shows per kg in Israel, and Also show price per 100 g adds a second line. Multiplying the catalog price because the display basis changed isn't a fix. Pound and ounce bases are available in the US edition.
• The evidence: attach the product settings and the receipt in question. Copy scale diagnostics helps if the weight itself is different, and Live barcode tester → Test saved layouts → Support details checks an accompanying label.

Stock in the wrong unit

• The issue: a balance of meat, cheese or bread shows in units instead of grams, or is a thousand times larger than expected.
• The check: confirm Sold by and Unit of measure on the saved product. Stock grams and Minimum stock grams take grams, and quantity fields on stock screens take the unit shown next to them. Catch-weight pieces go with the sale and don't replace the gram balance. Check counts, receipts, transfers and losses in the log before correcting.
• The fix: enter counts in the unit shown. Switching between units and weight when there's stock is done through Convert existing stock → Grams per unit → Convert and save, after checking the balances; Reset stock to zero is a deliberate reset, not a way to change the unit of measure. For Yield, use cuts or batches with calculated loss, and Record pre-pack is an event with no change to the balance and doesn't deduct the tare twice.
• The evidence: attach the product fields, the original movement and the count. Copy scale diagnostics is for a gap that comes from weighing, and Live barcode tester → Test saved layouts → Support details for a scanned package, especially after a price change, which can affect the grams recovered from it.