Star Integrated Weight Scale Troubleshooting

I do not see 'Weight scales' on the 'Setup' screen of my register.

Scale integration is available on supported Android devices running the latest version of the Retail POS (S-Series) app. Check that you are using a supported device, then update the Retail POS (S-Series) app.

1. Make sure you are using an Android tablet or a Sunmi T2 Lite.

   Scale integration is not available on iPads, Clover registers, or mobile devices.

2. Follow the steps here to update the Retail POS (S-Series) app for Android.

I do not see my scale listed on the 'Weight scales' screen of my register.

This happens if the scale is powered off, Bluetooth is disabled on the register, the scale is located too far from the register, the USB cable is disconnected, or steps were skipped during setup.

1. Check if the scale is powered on.

   When powered on, the display on the scale will display ‘0’.

2. If connecting via Bluetooth, make sure Bluetooth is enabled in the Settings app and the scale is located within about 30 feet of the register.

   Exact Bluetooth range will vary based on environmental factors.

3. If connecting via USB cable, make sure the cable is connected to the scale and register as described in step 6 of our setup article here.
4. Confirm you have followed all steps in our setup guide.

My scale does not display 0 when there are no items on the weighing pan.

This issue can occur if there are items still sitting on the scale, the scale is not properly set up, or if a previously-set tare needs to be cleared.

1. Remove all items from the weighing pan of the scale.
2. Check that you are using the weighing pan that was included with the scale.
3. Make sure the scale is set up on a flat, level, and stable surface.
4. Press each corner of the scale to make sure all 4 feet are touching the counter.
5. Make sure the bubble in the level on the front of the scale is centered.

   If the bubble is not centered, twist the 4 feet on the scale, as necessary, to adjust it. For additional help leveling the scale, see page 9 of the included operation manual.

6. Press down on the center of the scale, then release and see if the weight resets to 0.
7. If the problem persists, press the ‘→0←’ button on the scale to clear the tare weight and reset the zero-point of the scale.

My scale is displaying the wrong weight for items.

If a scale appears to not be weighing items correctly, it may be set to the wrong unit of measurement, there may be a setup issue, or a previously-set tare may need to be cleared.

1. Check the scale display to see if it is set to the correct unit of measurement for the item being weighed.

   The scale can weigh items in ounces (‘OZ’), pounds (‘LB’), or grams (‘g’). If the scale is set to the wrong unit of measurement, follow the steps here to change it.

2. Follow the steps in the issue above to further troubleshoot this problem.

My scale is set to the wrong unit of measurement.

The Star Micronics mG-S8200 Scale can weigh items in ounces, pounds, or grams. Change the unit of measurement on the scale to match whatever is used for a specific unit priced item.

1. Follow the steps here to change the unit of measurement used on the scale.

Weights are not being automatically entered into the Retail POS (S-Series) app.

This issue can occur if the scale is not connected to the Retail POS (S-Series) app, the cashier rings up a non-unit priced item, or the keypad is not left open while weighing a unit priced item.

1. Check that the scale is connected to the Retail POS (S-Series) app.
   a From the register menu in the Retail POS (S-Series) app, tap ‘Setup’.

   

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   b Select ‘Weight scales’.

   

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   c Toggle on the switch next to the scale.
   Don’t see the scale listed on this screen? Follow the steps here to troubleshoot that issue.

   

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2. Make sure you are ringing up unit priced items.

   Only unit priced items can have their weight automatically entered from the scale.

3. When weighing items, keep the numerical keypad open in the Retail POS (S-Series) app until the weight of the item has registered, then tap 'Done' before removing the item from the scale.

   

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'OVER ERROR'

‘OVER ERROR’ appears on the scale’s display if an item heavier than the maximum capacity of the scale is weighed. The maximum capacity of the Star Micronics mG-S8200 Scale is 8,200 grams (about 18 pounds).

1. If possible, split the item into multiple segments and weigh each separately.

'UNDER ERROR'

‘UNDER ERROR’ appears on the scale’s display if the weighing pan and pan base are not sitting properly on the scale due to contact with a foreign object or an installation problem.

1. Make sure the scale, weighing pan, and pan base are not touching anything.
2. Check that you are using the weighing pan and pan base that were included with the scale.
3. Remove the weighing pan and pan base, then follow the steps here to reinstall both pieces.

'ERR703'

‘ERR703’ appears on the scale’s display if a button is pressed while the scale is performing its initial self-check as it turns on.

1. Follow the steps here to turn the scale off, then back on.
2. Wait for the scale to perform a self-check as it powers on.

   The self-check takes about 10 – 15 seconds. Do not press any buttons during this process. Once completed, the scale will enter weighing mode.

'ERR705' or 'ERR706'

‘ERR705’ or ‘ERR706’ appears on the scale’s display if the scale cannot perform its initial self-check because an item is sitting on the weighing pan, wind or vibrations are affecting the scale, or the weighing pan is not installed correctly.

1. Remove all items from the weighing pan of the scale.
2. Make sure the scale is not vibrating or being used in a windy environment.
3. Follow the steps here to troubleshoot the weighing pan.
4. Turn the scale off, then back on.

   For step-by-step help powering the scale off and on, visit our setup guide.

'ERR709', 'ERR710', or 'ERR711'

‘ERR709’, ‘ERR710’, or ‘ERR711’ appears on the scale’s display if the scale cannot tare the weight of an item due to wind or vibrations affecting the scale or the weighing pan not being installed correctly.

1. Make sure the scale is not vibrating or being used in a windy environment.
2. Follow the steps here to troubleshoot the weighing pan.