Jay, the scale factor needs to be set into the measurement processor's (MP) firmware. The SM command was intended to affect scaling for measuring scaled parts and therefore works on the part coordinate system rather than the machine coordinate system.

If Sheffield installed the upgrade, and one of their service engineers caused this problem, then it should be covered by Sheffield's service warranty and they should fix it.

A lot of the calibration work on Sheffield systems is done electronically by updating the MEA error map maintained in the MP. To affect a change to the MEA data requires some sophisticated methods. If someone who was not knowledgeable of these methods tried adjusting the machine they most likely invalidated the error map (especially if they made any physical adjustments beyond cleaning the bearing ways and scales). Before anyone tries to fix this problem, you need to be sure they are qualified and have the correct tools. Otherwise they will probably just make things worse. More than likely Sheffield service is your best bet.

You can talk to one of their service people by calling them at 800-828-0005.

Good luck