(585) 924-4450

Tech Support

Contact us for technical support on your New Scale product

  • Call Tech Support at (585) 924-4450, option 2,
  • Email a Tech Support Specialist, or
  • Use the form below to help us by providing enough information to solve your problem.

"*" indicates required fields

NOTE: Enter the serial number found on the motion module (NOT the USB adapter)


Troubleshooting and Reporting Tool

NOTE: New Scale Pathway Software version 2.6.0 or later includes a reporting tool you can use to provide us with helpful trouble-shooting information about your software version and controller configuration. To access this tool, click the ABOUT button in the New Scale Pathway window. In the resulting dialog, click "Report software or hardware problem" and then "generate attachment." This will create a .csv file and display the contents in NotePad. Copy and paste the contents of the file into the comments box below. Refer to the New Scale Pathway Software Guide for screen shots and more detailed instructions.