The device prompts "Failed to get VCI information", "Get boxinfo failure", or "communication error" when scanning a vehicle
Possible cause:
1. VCI mulfunction
2. The firmeware of the VCI is not the latest version
3. The vehicle's OBD2 diagnostic connector mulfunction
Troubleshooting:
1. Check both the vehicle's OBD socket and the VCI, see if there are any pins bend or rust, this will cause communication error.
2. Test the device on other vehicles, especially the EOBD/OBD II, see if it communicates normally. A mulfunction VCI won't communicate with any cars.
3. Connect the VCI to a vehicle, enter the device's Settings menu > Firmware Fix to update the firmware, see if it completes the update. If it fails to update and doesn't communicate with cars, the VCI is faulty.
4. Please collect a complete video of the firmware fix and the errors when diagnosing, this will be a proof when applying for after-sales service.
Video references:
Guidance:
If the VCI communcation error persists after troubelshooting, it can be confirmed that the VCI is faulty, you're advised to contact support@topdon.com or the device seller to send the device's proof of purchase and troubelshooting video, we will confirm the device warranty and get you after-sales service.
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