If you were previously able to take a weight through Weighsoft, but are no longer able to there are several possible issues:
Incompatible Browser
Connection to the Weighbridge PC
Missing or Inactive Service
Replacement Weighbridge head
Incompatible Browser
If you are getting an error message of "Object Active X is not defined" you are using an incompatible browser with our legacy weighbridge integration, which is end of life due to Microsoft withdrawing support for Internet Explorer and Microsoft Edge's compatibility mode will only be supported by Microsoft in the short term. If you get this error, please ensure you are either using Internet Explorer or if not available Microsoft Edge in Compatibility mode in the short term. In the long term you will need to migrate to our new Weighbridge service, which is cross browser compatible. To migrate your integration, we can do this via chargeable Professional Services.
Alternatively you can request the installer and instructions via a new support case
Note: If there are any issues with self service, assistance will be provided via chargeable Professional Services.
To enable compatibility mode, click the three dots in the top right corner of Microsoft Edge and click Settings.
Once the settings are open:
Click Default Browser in the left-hand menu.
Change Allow Sites to be reloaded in Internet Explorer mode to Allow.
Click Restart.
Click the three dots menu and select Reload in Internet Explorer Mode.
If these are correct the most likely cause is the integration is not installed. To confirm this:
Click Start and type Add or Remove Programs
Click Add or Remove Programs
Check the program list for Weighsoft Weighbridge integration
If it cannot be found, then the integration is not installed. If you wish to move away from the legacy integration or need integration installing, please contact your account manager.
Missing or Inactive Service
If you are using our modern Weighbridge integration, there is a service that sits on the Weighbridge PC that operates as a go between Weighsoft and the bridge. To check if this is installed:
Click Start
Open Services
Look for Isys Weighbridge Integration
If this service is not on the PC, you will need to discuss this with your account manager. If it is showing check if the column to the right says "running" If not you will need to start the service by clicking on Isys Weighbridge Integration Service, then clicking on Start.
If you cannot see the option to start, please contact your IT as you do not have the necessary permissions on the PC to start this.
Connection to the Weighbridge PC
If the Service is installed and the browser is correct (the service version does not require a specific browser) the issue is likely the connection to the PC. If you have multiple weighbridges linked to the PC and some do retrieve a weight this strongly indicates that the issue is hardware related.
First confirm how the weighbridge is connected to the PC from within Weighsoft:
Hover over Administration and click Lookups
Click Weighbridges
In the config column, the string will show WeighbridgeType=. After the = sign you will see either genericIP or genericserial. If it is genericIP you will need to send the hostname, port and protocol sections of the config to your IT to confirm that the bridge can be reached.
If it is genericserial, you will need to check that the serialport= section is correct:
Click Start and type devices
Click on Device Manager
Click the plus next to Ports (COM & LPT)
Find the weighbridge in the list and confirm that the port (found in brackets at the end of the weighbridge) matches the port in the config string
If the port has changed:
Click edit next to the weighbridge in Weighsoft
Amend the connection string to the new port number (e.g. if weighsoft have serialport=COM2 and device manager states COM5 you need to update the string to serialport=COM5)
Click Save
If the bridge does not show in the device manager, it is likely the bridge has become physically disconnected from the PC or did not register on start up.
Unplug the weighbridge (if it is plugged in) then plug it back in again.
Check device manager to see if bridge is now showing.
If the above does not work the issue is with the bridge or the cable to the PC. In both these scenarios Access is unable to assist further, and you will need to contact your IT and/or weighbridge provider to investigate.
Replacement Weighbridge Head
If your Weighbridge head has recently been replaced the connection string will need reconfiguring. In this scenario please raise a case quoting this title and provide the following information:
The make and model of the Weighbridge head removed
The make and model of the Weighbridge head installed
Connection type (IP or serial)
If IP:
The IP address of the weighbridge head
The port number to connect to the weighbridge head
If Serial
The COM port number for the Weighbridge head
Baud Rate
Data Bits
Stop Bits
Parity
Command String
New Line
Tally Start
Tally Length
Weight Start
Weigh Length
Read Timeout
A contact for the company that replaced the head
This information should be provided by the engineer who replaced the head.
Once this has been received support will advise on next steps. To ensure the minimum level of disruption, please give us as much advance notice as possible, even if you cannot provide the full details above as we may need to refer this to your account manager to discuss a project.