Scales do not transfer weight to Torgsoft

When weight transfer stops working

• the scales worked before, but stopped transferring data without any changes in settings;

• after a Windows update or automatic driver replacement;

• after reconnecting the scales to another USB port;

• when using a USB↔COM adapter;

• when working via Remote Desktop (RDP);

• when replacing one set of scales with another.

How to understand what exactly the problem is

• The “Quantity / Weight” field in the sales document remains at 0.000; Torgsoft freezes for a few seconds while requesting the weight;

• In Device Manager there is a Code 43 error or the message “A request for the USB device descriptor failed”;

• Instead of correct values, random symbols or an incorrect decimal separator are transmitted (for example, 437 instead of 0,437).

What most often interferes with weight transfer

• Windows automatically updated the USB↔COM adapter driver to an incompatible version (critical for adapters based on Prolific chips);

• after reconnecting, Windows assigned a different COM port number (it was COM3, now it is COM5);

• the port settings in Torgsoft do not match the scale settings (baud rate, data bits, parity);

• unstable physical connection, a passive USB hub, or a damaged cable;

• incorrect driver initialization after replacing the scales.

How to restore weight transfer in Torgsoft

Step 1. Check the physical connection

• Connect the scales directly to a USB port on the motherboard (rear panel of the PC);

• Do not use passive USB hubs;

• Use the same USB port for permanent operation (this means not moving the cable to another USB socket so that Windows does not create a new COM port);

• Check the integrity of the cable and connectors.

Step 2. Check the COM port in Windows

• Open Device Manager → Ports (COM and LPT);

• Disconnect the scale cable and reconnect it;

• Make sure the corresponding port disappears and reappears without a yellow exclamation mark;

• Record the port number (for example, COM3).

Note: if Torgsoft is running via RDP, the scales will not work until the COM port is redirected to the remote session. Before connecting, enable COM port redirection in the RDP settings, and after logging in, check whether this port is visible in the remote system and whether it is selected in Torgsoft.

Step 3. Fix the USB↔COM adapter driver

If there is an exclamation mark next to the port or the problem appeared after a Windows update:

• Right-click the port → Properties → Driver tab;

• Click “Roll Back” if available;

• If rollback is not possible: update driver → Browse my computer → Let me pick from a list;

• Choose the 2019 driver version or an older one.

The adapter driver can be downloaded from the product page on the torgsoft.ua website, if we are talking about adapters that are available in the Torgsoft store.

Note: adapters based on Prolific chips often conflict with newer Windows drivers. The recommended replacement is adapters based on FTDI or CH340 chips. These are the most stable options for working with scales.

Step 4. Port diagnostics (“raw” data)

• completely close Torgsoft;

• launch PuTTY or HyperTerminal;

• connect to the COM port (for example, COM3), baud rate 9600;

• place an item on the scales.

Result:

• if numbers appear, the port and cable are working properly, and the problem is in the Torgsoft settings;

• if there is silence or “garbage,” the problem is in the driver, adapter, or cable.

Step 5. Scale settings in Torgsoft

Menu: Settings → Parameters → Weight → Configure

• Port: the same COM port that is displayed in Windows Device Manager.

• COM port speed:

• for some scale models, the speed parameter is available and is set manually (usually 4800, 9600 or 115200 — according to the scale documentation);

• for some models, the speed is built into the driver or protocol and the speed field is absent — in that case, no additional configuration is required.

• Communication format: usually 8 data bits, No parity, 1 stop bit (8-N-1), unless otherwise specified by the manufacturer.

If the speed parameter is missing in the Torgsoft settings for the selected scale model, this is normal behavior. The speed is determined by the driver or the scale type and does not require manual intervention.

What to do if weight transfer does not work after replacing the scales

A situation may arise where one set of scales worked correctly, but after disconnecting it and connecting another set (even through the same USB↔COM adapter and the same USB port), weight transfer in Torgsoft stops working.

Cause: Windows sometimes does not reinitialize the USB↔COM adapter driver correctly after the device is replaced. The port appears as active, but works with an incorrect internal context.

Solution:

• reinstall the USB↔COM adapter driver;

• restart the computer;

• restart Torgsoft;

• check whether the selected COM port in the program settings is up to date.

How to check that the weight is being transferred again

• open the “Sales” document;

• place an item on the scales;

• press the weighing button or the F12 key;

• the correct value appears in the “Quantity” field (for example, 0.450).

How to avoid repeated problems with the scales

• do not change the USB port to which the scales are connected;

• block automatic driver updates for USB↔COM adapters;

• use high-quality cables and reliable adapters;

• avoid passive USB hubs.

What to prepare for technical support

• a photo of the label with the scale model;

• a screenshot of Device Manager (COM ports section);

• the Torgsoft version and update date;

• the result of checking via PuTTY (whether data is being received);

• a photo of the connection (cables, adapters, hubs).

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