Troubleshoot connection on scales
The Square Point of Sale app in retail mode can only connect to a compatible USB scale – Brecknell 6710U 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 start
When to troubleshoot
Troubleshooting USB scale connection issues involves steps that include identifying your device and updating your Point of Sale app. The steps may also include physically adjusting your scale or checking your scale mode. If you must troubleshoot during the working day, 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.
The Brecknell 6710U USB scale is compatible with Square Stand (1st and 2nd generation), an Android device or Square Register.
The Brecknell 6710U USB scale is not supported on the following Point of Sale apps:
Square Retail Point of Sale app
Square Restaurant POS app
Square Invoices
Square Appointments POS app
Troubleshoot a USB scale
Check and confirm the following setup and requirements:
Your Square app is up to date. The latest version of your Point of Sale app is required to connect to the scale.
You’re using the Square Point of Sale app in retail mode. Learn how to use modes with Square Point of Sale.
Your items are correct setup to sell by weight. Learn how to create and edit item unit types and sell items by weight.
You have a secure connection between your scale, cables, adapters and any additional connected accessories.
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You’re using the correct cables for your scale:
Brecknell scale support
If you have tried all troubleshooting options above and your scale is still not connecting, visit the Brecknell website or contact Brecknell Support Team at +44 (0) 845 246 6717.