Troubleshoot connection on scales
The Square Point of Sale and Square Retail POS app can only connect to a compatible USB scale — CAS PD-2 USB scale. This article provides troubleshooting steps for your device if you are experiencing issues connecting a USB scale.
Learn how to Connect a scale to your point of sale.
Before you begin
When to troubleshoot
Troubleshooting USB scale connection issues involves steps that include identifying your device and updating your Square POS app. The steps may also include physically adjusting your scale or checking your scale mode. If you must troubleshoot during the workday, try to avoid peak busy hours so your customers will experience few delays.
Check device compatibility
Confirm you’re using a supported device with a supported USB scale. For a list of all supported hardware by device, check out our hardware compatibility page.
Troubleshoot a USB scale
Confirm you’re using the CAS PD-2 USB Scale with supported iPads with Square Stand, Square Terminal, or an Android smartphone or tablet.
Make sure your Square app is up to date. The latest version of the Square app for Android is required to connect to the scale.
Ensure you’ve correctly set up Items to sell by weight.
Check that you have a secure connection between your scale, cables, adapters, and any additional connected accessories.
Make sure you’re using the correct cables for your scale. The cable is included in the scale but if you need a replacement, purchase a Square Stand (1st generation) USB cable or Square Stand (2nd generation) accessory hub and Square Terminal or Android USB cable via Square Shop.
CAS scale support
If you have tried all troubleshooting options above and your scale is still not connecting, reach out to CAS Support for further in-depth troubleshooting. Provide CAS Support with the context of the situation as well as all of the troubleshooting steps already attempted—providing this information will give them all the information needed to assist you, without repeating previous troubleshooting methods.
For technical support for CAS scales, contact your local retailer where you purchased your CAS scale. For support of any CAS product purchased online, call CAS Support at (07) 3267 7767.