knowledge base

Check if the OBDII cable is working. change to another cable to confirm

Check if the OBDII function is communicating properly

Check if there are any issues with the vehicle itself
Check if any other vehicle has the same issue;

If all vehicles are not communicating, please try another OBDII cable.
If this is the only vehicle not communicating properly, please check for problems with the vehicle itself.

Check if the vehicle being tested is OBDII compliant (EOBD or JOBD is not supported)
Vehicles adopted the OBDII system at different times and in different regions around the world:

• Europe: Adopted OBDII system since 2006
• U.S.A: Adopted OBDII system since 1996
• Asia: Adopted OBDII system since 2009

Check if any other OBDII compliant vehicles (US vehicles, Ford, GM, Chrysler are suggested) are communicating with the scanner or not; If other vehicles are communicating fine, it is most likely that the vehicle you are testing is NOT OBDII compliant.

If it is confirmed that the vehicle is OBDII complaint but you are still receiving a linking error, please provide the following details:

• region/country
• screenshot of About information of your device
• VIN of your vehicle to our tech support

Check if all pre-conditions are fully satisfied

Record the diagnostic process in video and send to tech support;

Advise the make, model, year and VIN of the vehicle;

Send the screenshot of About page of your device;

Advise the specific function you were doing;
 Advise in details the problems you encountered and what you have done on the vehicle.

Describe the problems/errors you are encountering in detail

Upload the corresponding data logs (Data log upload instruction: https://youtu.be/kkdSFht6rh4)

Make sure the data logs collected are valid and complete (a valid and complete data log starts from when you entered the diagnosis and ends when the problem you reported occurred
Make sure the data logs collected were uploaded successfully (Tech support can check in a corresponding system)

Provide the serial number of the device to tech support after the data logs are uploaded.

Generally data logs should be collected if you encounter software issues during the diagnostic process below:

• When you are accessing a specific system/all system
 – Reading DTCs, clearing DTCs
• Reading or decoding VIN, reading live data
• Performing active tests, special functions or programming/coding, etc.

After a log is collected, a log file will be automatically created and stored in your device;

You can go to ES File Explorer > Scan > Data logging to find out the corresponding vehicle folder;

You will see log files (generally zip file named by date) that you can emal directly to tech support.

Software Issues when using other product models with Data Logging Function:

• You should click the icon (shown in red box at the bottom) to start the log collecting process
• You will see the icon light up after clicked
 – If the problem occurred during the diagnostic process, you should click the icon again to end the log collecting process, and then upload
• Please describe the issue in detail when you upload the data logs

Connect the device to wifi, click on Authorization button to finish authorization;

Or Uninstall software or erase SD card, then download software again to have the issues resolved.

Send us a screenshot of the error message you received

What were you doing on the device prior to the error message popping up
?

Upload the corresponding data logs via Maxi Tools in this way:

• 
Reproduce this issue on your device;
• 
After the same error occurred, go back to Home page;
• Run MaxiTools, click on Start to collect logs;
• After logs are collected, click on Upload;
• Make sure you saw “Upload completed”.