Square Reg. and Brecknell scale not communicating

[retailMGRrw]

We received the BRicknell scale today from Square. Square Register detects the scale. But nothing comes up upon sale. And yes, Tech Support app, items are set for "sell by weight". And yes Tech Support app, your reps tried changing items Tracking setting to both ON and OFF.

When weight is applied to scale, top of Register screen (where Scale has check mark), it changes to "Scale Alert" for a moment then back to check mark.

Send scale back in 48 hours if problem not solved. I shouldn't have to call AND enter community support for answers. And I should definitely not have to record a video of the process and send it to tech support.

[JJ_ · Accepted solution]

Hello there, @retailMGRrw

This definitely looks like a very complicated situation. I can see that you're already working with our Suppor Team and I hope you can find a solution soon. 

From my side what I can recommend is reviewing our scale troubleshooting guide. If the problem persists, and while Support helps you find a solution, I recommend reaching out Brecknell for them to confirm that this isn't a faulty device that may have made it way to the shelves.

I hope you find a solution really soon!

[retailMGRrw]

The problem is that I have not heard back from Square as they have promised. And I had hoped members here would have a solution/suggestion. Reminding me to use the links and setup instructions is a waste because that was the first step(s) taken.

Thank you