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Support Scale FAQ’s

Frequently Asked Questions

Before reading any further, try replacing the batteries and calibrating the scale.

These two issues alone constitute for the majority of our returned scales, and are not covered under our American Weigh Scales 10-Year Limited Warranty. Try these steps prior to sending in the scale for a warranty claim, as it would likely be denied if it were one of these problems. This would, ultimately, result in more shipping costs for you. We do not want you, our valued customer, to unnecessarily pay high shipping costs when the problem likely can be resolved without the scale leaving your possession.

If, after replacing the batteries with brand new ones and calibrating your scale, you continue to have problems, the following frequently asked questions regarding our scales will probably answer your questions and resolve any problem you may be experiencing.

 

What is covered and/or not covered under the American Weigh Scales 10-Yr Limited Warranty?

Our warranty covers all manufacturing defects in materials or workmanship. It does not cover damage resulting from but not limited to misuse, overloading the scale, dropping the scale or otherwise shocking the scale, calibration, or normal wear and tear inflicted on the balance. The warranty does not cover accessories or other removable parts such as batteries or AC adapters. Click here for our full warranty.

 

What kind of maintenance is required to keep my scale in optimal weighing condition?

Scales are precision instruments that are sensitive to changes in the environment and exposure to foreign substances (e.g., dust, dirt, moisture, etc.). Try to keep your scale clean of any foreign substances as they will begin to seep into the electronics of the scale, causing erratic readings and eventually causing complete failure. Avoid lengthy exposure to extreme heat or cold. Do not store your scale in a car or other locations where extreme temperatures are likely to affect the device. Allow your scale to adjust to room temperature prior to weighing. If your scale is too hot or too cold, this will cause your scale to "creep". In this case, weights will continually increase or decrease as the load cell becomes adjusted to the ambient temperature (e.g., 0.1, 0.2, 0.3…). Changing the batteries and calibrating the scale routinely will also prevent faulty readings and will help maintain the integrity of the scale.

 

My screen says "out2" or "our2". What does this mean?

This particular error code means that your scale needs to be calibrated using the required calibration weight for that particular scale model. Follow the step-by-step instructions for calibration included in your user manual to properly calibrate your scale. Click here to be redirected to Product Manuals. Calibration is not covered under our limited warranty and any scale sent to us for warranty service that is out of calibration will be denied.

 

My scale is acting unstable and is giving erratic readings. Why is this?

Digital scales are especially sensitive to outside interference and fluctuations in electrical current. Outside interference can be caused by vibrations, loud noises, temperature changes, air currents and electronic interference (including cell phones and other wireless devices). Only operate your scale in a stable environment on a flat, vibration-free table. A stable environment means a stable scale. This will ensure your reading is the most accurate.

 

My screen says "O_Ld. What does this mean?

This error code indicates that your scale has been overloaded with excessive weight. Your scale is a precision instrument that must be treated with care at all times, no matter the brand. If you place 500 grams of weight on a scale designed to hold a maximum capacity of 200 grams, you will most likely damage or deform the load cell. Do not put scales in any position where there is more weight exerted on the scale than the scale is designed for. The plastic cover only protects the scale to a certain extent. Overloading the scale is not covered under our warranty and any claims submitted regarding this issue will most likely be denied.

 

What if I just received my scale and there is no power or the backlight is dimly lit?

Some models of our scales have batteries installed at the factory prior to shipping. Try replacing the batteries in the unit with a set of brand new batteries. We use high quality batteries when we manufacture our scales, however, batteries tend to drain in storage. This typically leaves you, the customer, wondering if you have received a defective scale. Battery failure is a common problem that can be resolved very easily. Batteries are not covered under our warranty and any claims submitted regarding this issue will most likely be denied. If, after replacing the batteries, you still have no power to the unit, you will want to send in the scale to our Warranty Department for repair or replacement. If you are using AC power, unplug the adapter and check to see if the scale run just with batteries. If so, you may have a faulty adapter. Contact our Warranty Department for a replacement adapter.

 

My screen is only displaying some parts of the numbers. How can I correct this?

"Partial digits" are usually the result of a loose connection from the display to the PCB circuit board. Oftentimes, this connection becomes loose during the shipping process. Some of our scales are impossible to gain access to the display and PCB board and must be returned to our Warranty Department for repair. If you are able to access the display and PCB board, make sure that the connection is secure. This will most likely correct this problem.

 

I am attempting to weigh very light loads by slowly adding small amounts and the display does not seem to increase as I add the item. Is my scale defective?

Some digital scales are equipped with a feature called auto-zero tracking. This allows the scale to compensate for vibrations or air currents that my skew the weighing results. The way this normally works is that if an item is placed on the tray that weighs less than half of one division, the scale will zero that out and maintain a stable display of zero. For example, if you have a scale with a resolution of 0.5g and you place an item weighing 0.3g on the platform, the display will not change. If you place another item weighing 0.3g on the platform, the display will still not change although the total weight is over the 0.5g resolution. Therefore, it is possible to continuously add small weight to the platform without the display ever changing from 0.0g. NIST recommends that you purchase a scale that has a display resolution of at least 1/2 of the smallest item you intend to weigh. That being said, if you are weighing screws that weigh 1 gram each, you would need to select a scale that has a resolution of at least 0.5g. If you need help selecting the best scale for your application do no hesitate to contact one of our sales representatives. We pride ourselves on customer service and making sure our customers have the best scale for their application.

 

My scale does not work and there is visible damage to the packaging. What should I do?

Unlike cell phones or game controllers that can take some shock and still perform, scales are delicate instruments that need to be handled with care. Consumers are used to throwing their cell phones and products into a briefcase and allowing them to get shifted and banged around. This causes irreparable damage to a scale’s components. If you believe your scale was damaged during shipping, contact us immediately and we will file a claim with the carrier and get a replacement unit out for you.

 

If none of these FAQ’s answered your question or solved your problem feel free to contact us at anytime for assistance. We are always willing to help our customers gain the most satisfaction from their purchase. You can find several ways to contact us here.