Troubleshoot connection on scales
Square point of sale devices can connect to Bluetooth or USB scales. This article provides troubleshooting steps for your device if you are experiencing issues connecting a scale.
Learn how to Connect a scale to your point of sale.
Before you begin
When to troubleshoot
Troubleshooting scale connection issues involves steps that include identifying your device and updating your Square POS app. The steps may also include checking your Bluetooth settings, 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 scale. Square Register, Square Terminal, and Android devices aren’t supported at this time. For a list of all supported hardware by device, check out our hardware compatibility page.
Option 1: Troubleshoot a Bluetooth scale
Check that your scale is turned on.
Make sure the scale is paired to the correct device and not to another device.
Check that Bluetooth is toggled ON within your device’s settings.
If enabled, toggle Bluetooth OFF and then back ON.
Option 2: Troubleshoot a USB scale
Confirm you are connecting your scale with the correct cable depending on your Square Stand model or Android device, Square Terminal or Square Register.
Update your Square POS app(s) software to the latest version.
Check that you have correctly set up items to sell by weight.
Check that you have a secure connection between your scale, cables, and any additional connected accessories.
- With the scale turned OFF, hold the ZERO key and turn the scale on.
- When U SEt appears, release the ZERO key.
- Press the ZERO key and the display will show tyP X, where X is the current type setting. Use the TARE key to select type 5.
- Press the ZERO key and the display will show AP X (X being the time for the scale to auto power off.)
- Now select 60, 30 , 10, or oF with the TARE key.
- Once the selection is made, press the ZERO key. The scale will count up and go to the weigh mode.
- Make sure that power is OFF.
- While pressing # key, turn on the power. EcrSEt should be shown on the display. Then the current ECR type is shown on the display as tYPE-2.
- To make sure the scale is in ECR 5 mode, press the asterisk key ( * ) until the display shows tYPE-5.
- Press the ZERO key to save your ECR mode changes.
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.
You’ll need to provide CAS Support with the context of the situation as well as all of the troubleshooting steps already attempted. Providing this information will give the CAS support agent the information needed to assist you, without repeating previous troubleshooting methods.
For technical support for CAS scales, contact your local dealer where you purchased your CAS scale. For support of any CAS product purchased online, please call CAS support at (800) 223-4227.