UltraDiag

1. Function Usage

1.1. Do I need to upgrade the firmware before using UltraDiag for the first time?

Yes, once the UltraDiag VCI is connected to your UltraDiag tablet via Bluetooth, the firmware will automatically update to the latest version. You can also manually upgrade the firmware by clicking on Personal Center > Firmware Upgrade.

1.2. How does UltraDiag capture screenshots?

Press and hold the screenshot button on the top right edge of the UltraDiag tablet to capture a screenshot. To view the saved images, go to the Gallery from the home screen of the Android system.

1.3. What is the Common Library on the UltraDiag device used for?

It is the communication firmware between the tablet and the VCI. If we find communication issues with some vehicles, we can try to resolve them by upgrading this software.

1.4. Why does the VCI management in UltraDiag show a validity period of only 1 year? Isn't the software valid for 2 years?

Hello, the validity period displayed in VCI management refers to the hardware warranty period of the VCI. Please check the software validity period in the Upgrade Center.

1.5. Where can I get the activation code to activate the VCI in UltraDiag?

After the VCI establishes a Bluetooth connection with the host, the SN and activation code will be automatically read on the activation interface, no manual input is required.

1.6. Can the UltraDiag device be used with an endoscope?

Hello, we do not have endoscope equipment. If you have an endoscope from another brand, you can try downloading an app on the tablet to see if it is compatible.

1.7. How to upload log feedback in UltraDiag?

Please go to Userinfo > Customer feedback on the device, describe the issue and select the problem type, choose the vehicle diagnostic log, and then click submit to upload the log.

1.8. What is the purpose of the "Universal Database" on the UltraDiag device?

This is the communication firmware between the tablet and the VCI. If there are communication issues with certain vehicles, try resolving them by updating the software.

1.9. How to force restart the UltraDiag/AD900Lite?

There is a "Reset" pinhole on the far left of the top of the tablet (as shown in the figure labeled number 2). Use a pin or other pointed object to insert into the pinhole and hold for 10 seconds to force restart the tablet.

1.10. If the UltraDiag device is stolen, can it be locked?

Please provide the purchase receipt and the device SN, and report to the engineer for verification and handling.

2. Download and update

2.1. UltraDiag/AD900Lite non-English language environment, prompts insufficient memory when downloading vehicle software?

Reason: UltraDiag/AD900Lite comes pre-installed with a set of English vehicle software, which occupies a portion of the memory. When switching to a less common language, it is necessary to download the corresponding language vehicle software, which may result in an insufficient memory prompt.

Solution: Go to User Info - Uninstall Diagnostic Software, delete all vehicle software, and then re-download the software in the required language.

Note: Restoring factory settings will not delete pre-installed software.

3. Fault Issue

3.1. What should I do if a communication error occurs while using UltraDiag?

Please follow these steps for troubleshooting:

1. Check if the ignition is turned on.
2. Ensure that the UltraDiag VCI is securely inserted into the vehicle's DLC port.
3. Turn off the ignition. Wait for 10 seconds, then turn it back on and proceed.
4. Inspect the vehicle's control modules for any defects.

3.2. UltraDiag's VCI cannot read any modules after connecting to the vehicle

1. Verify if the VCI Bluetooth is connected;
2. Perform a firmware repair and try again;
3. Click the feedback button in the upper right corner to upload logs.

3.3. Why does the main interface still display English after switching the language to German in UltraDiag?

Please go to the Android settings center > System > Language, switch to German, and check again.

3.4. UltraDiag does not show the bidirectional control (action test) function menu after connecting to the vehicle

1. Check if the vehicle software and app version are up to date, and try again after updating;
2. If the issue persists, please provide the vehicle information for our engineers to review.

3.5. When connecting UltraDiag's VCI to the vehicle, none of the indicator lights are on

Try connecting to another vehicle to rule out the possibility of the diagnostic port not supplying power; if the VCI still does not light up, it may be a hardware issue.

3.6. UltraDiag prompts that the device is already registered when activating the VCI?

If it's a newly purchased device, confirm the purchase receipt. Then provide the relevant information to customer service for unbinding.

3.7. UltraDiag times out during key programming?

Try using a wired connection by connecting the VCI to the host with a USB cable and try again.

3.8. A new UltraDiag device prompts insufficient memory during update?

It is recommended to check for system updates to ensure it is the latest version. If the problem persists after upgrading, please provide the device SN and a screen recording for engineer analysis.

3.9. UltraDiag, used for less than a year, prompts insufficient memory during software update

1. Check the memory usage on the tablet device and delete some infrequently used vehicle software to free up memory;
2. Try downloading software one by one in the upgrade center;
3. The device has a memory card slot; you can install a memory card to store software.

ArtiDiag 500

1. Feature Usage

1.1. I plotted data on the AD500, but I can't find any way to upload it to view the details on my computer. What should I do?

The recorded data stream can only be viewed on the device and does not support exporting to other devices for viewing.

1.2. How to view the SN information of the AD500/600 device?

Path: Home > Personal Center > Settings > About My Tablet > Serial Number

1.3. How to obtain the activation code

The AD500/600 device is registered via email verification code and does not require an activation code.

1.4. How do I take a screenshot?

Swipe down and tap the screenshot button, then tap the button on the screen to capture the screenshot. To view the saved image, tap Folder > Screenshots.

2. Download Update

2.1. Do I need to update the firmware before using ArtiDiag500/ArtiDiag600 for the first time?

Yes. The firmware will automatically update to the latest version. You can also manually update the firmware by clicking User Info > Firmware Update.

3. Troubleshooting Issues

3.1. What is the reason for incomplete maintenance functionality?

Please attempt to update all software in the upgrade center and check again.

3.2. What should I do if a communication error occurs?

Please follow these steps to identify the issue:

1. Check if the ignition is turned on.
2. Ensure the ArtiDiag OBD-II diagnostic cable is securely plugged into the vehicle's DLC port.
3. Turn off the ignition. Wait for 10 seconds, then turn it back on and proceed.
4. Inspect the vehicle's control modules for any defects.

ArtiDiag 600/ArtiDiag 600S

1. Function Usage

1.1. How to use ArtiDiag 600 to unlock SGW gateway with 12+8 wires? https://docs.google.com/document/d/1CcC0CFMfTXLriXc3sX2VKB85zGKVJVH0/edit?usp=sharing&ouid=111386472396871496696&rtpof=true&sd=true

1.2. How to change the path on ArtiDiag 600S to save files directly to the memory card?

After inserting the SD card, the diagnostic software will be saved to the SD card by default, while photos and screen recordings will still be stored locally.

1.3. Is there a safe procedure to disconnect the reader from the car after completing the inspection with ArtiDiag 600S?

After you finish the inspection, exit to the main interface, at which point the communication is considered disconnected, and you can safely remove the diagnostic cable from the OBD port.

1.4. Do I need to be online to use the ArtiDiag 600S device, or can I turn off the internet connection if I am too far away?

The need for a network depends on your vehicle and the functions you need to perform. Most vehicles can read fault codes, data streams, and perform basic actuator tests in offline mode. Special models or functions require a network connection. If the device prompts you during operation, you will need to connect to the network.

1.5. Can I view real-time data while performing a forced DPF regeneration?

This depends on the software features released by the manufacturer. Some models integrate DPF-related data streams into the DPF regeneration function, allowing you to see values before and after regeneration. For models that do not integrate these, you will need to access the data stream menu to view the information.

1.6. I just bought a 600S, how can I check which cylinder is misfiring?

Go to the engine data stream and find the Misfire Counter to view the displayed values, which will confirm which cylinder is misfiring.

2. Download and Update

2.1. The diagbaseservice on AD600s cannot be updated

1. Please check the device's network connection and try switching to a different Wi-Fi;
2. Did you exit the download interface before the download was complete? This action may cause the update to fail;
3. Check the device's memory; if it has less than 1GB of free space, the APK cannot be installed successfully;
4. If the issue persists after checking all the above, please contact support@topdon.com.

2.2. My vehicle update cannot be completed due to insufficient space. I checked the storage and found there is still 4GB of available space. Is there any way to resolve this issue?

Try resetting the device to factory settings and then re-download the update.

3. Troubleshooting Issues

3.1. ArtiDiag 600S stuck on the loading screen and unable to power on, what should I do?

This situation rarely occurs and could be due to missing internal program files causing it to get stuck on the startup screen. Generally, it can be restored by flashing the device. Flashing package: https://drive.google.com/file/d/1gEP-7QHbbsc28CkYuWPMRgWbLlXrskj0/view?usp=drive_link

4. Feedback and Suggestions

4.1. Why does the new version of the AD600 have half the battery capacity of the previous version?

The older version of the AD600 hasn’t had a hardware update in many years. The new AD600 uses a newer generation of CPU and core hardware. While the battery’s efficiency has improved, the power consumption of the hardware has also decreased. So, even though the battery capacity appears smaller, the battery life is just as good as the older version.

ArtiDiag800 BT

1. Function Usage

1.1. How to activate and bind VCI?

Activate and bind VCI:

https://www.youtube.com/watch?v=8VbpQmTUPmY

1.2. How to request remote support on ArtiDiag800 BT

Please contact support@topdon.com. Before starting remote support, please send the vehicle information and your requirements.

1.3. How to disable silent software updates

Click Settings - Silent Software Updates - Off.

1.4. How to change the company logo on AD800BT?

Please follow these steps:

1. Download and save the icon to your computer.
2. Connect the AD800BT to your computer via USB cable.
3. Move the image to ArtiDiag800 BT > Internal Shared Storage > Pictures.
4. You will see the logo image in the device album. Select the image from the device album to change the company logo.

1.5. What should I do if I forget the lock screen password?

Dear user, if you have forgotten the password, you need to perform a firmware flash on the device. Please download the flashing tool and operation guide here: https://drive.google.com/file/d/1gEP-7QHbbsc28CkYuWPMRgWbLlXrskj0/view?usp=drive_link

1.6. What to do if you forget the login password

Click "Forgot Password" on the login interface to reset your password.

1.7. Is there a SIM card slot inside when you open the back?

Does not support SIM card insertion.

1.8. Can the component protection function of Audi and Volkswagen be removed after replacing used parts?

The component protection function is not supported. VAG manufacturer has not authorized it externally, and comprehensive decoders cannot handle it. Original equipment or authorized manufacturer must be used for processing.

1.9. Does the AD800BT support extracting data from the vehicle during past accidents? This data involves the vehicle's operation at the time of the accident (on-board computer), such as speed or other records when collision/parking sensors were activated.

If an accident occurred and fault codes were stored, generally the "freeze frame" can be viewed to see the time of the fault, vehicle mileage, and other data. The AD800BT has the function to view freeze frames.

1.10. How to view the actual mileage of the vehicle?

The actual mileage of the vehicle can generally be read through the transmission system data stream or the dashboard system data stream. However, not every vehicle can read it. Whether the mileage can be read depends on whether your vehicle supports it. It is certain that if the vehicle supports it, our device can read it.

1.11. Why can't the VCI match the OBD connector of the 2013 Renault Clio?

Some Renault models, such as the Renault Espace V BJ 2016, may have a special connector structure with a narrower middle groove, making it impossible to plug in. A customized adapter like the one below is needed (https://prnt.sc/KwxQMEvDyNDK). It is recommended that you search online to buy one yourself.

2. Download and Upgrade

2.1. Why did I receive the error message "javax.net.sslHandshakeException: chain validation failed" after entering the SN and activation code? I am already connected to the internet.

Please upgrade to at least apk version 1.3.8 and try again.

2.2. How to upgrade the system software?

1. Turn on the tool and ensure a stable internet connection.
2. Go to "Settings" -> "APP Update," click "OTA," then click "Check Version" to enter the system upgrade interface.
3. Follow the on-screen instructions to complete the process step by step. Depending on your network status, it may take a few minutes.

After the upgrade is complete, the tool will automatically restart and display the main interface.

3. Troubleshooting

3.1. The AD800BT cannot be powered on when the power button is pressed. This issue occurs every 4-5 months, and the device is stored in a box at home.

You can contact the purchasing channel to purchase a new battery. Subsequently, please ensure to charge the product every half month to one month to maintain the normal operation of the device battery.

3.2. If the VCI is lost, can I purchase a new one?

You can contact your seller to purchase a VCI Dongle. If you cannot find your seller, you can contact onlineservice@topdon.com to make a purchase.

3.3. What should I do if the device prompts limited memory capacity?

Please try the following methods:

a. Click the settings icon in the upper right corner > Clear Data > Diagnostic Software Clear, and select unused vehicle models to delete.

b. Go to the album and screen recording to delete unnecessary pictures and videos.

c. Restoring factory settings is also an option to consider.

3.4. Why is there no response when the ArtiDiag800 BT is connected to the car?

Check if the connection to the vehicle's diagnostic socket is secure, or check if the ignition switch is turned on, or if the tool supports the vehicle model.

3.5. Failed to obtain VCI information/Information retrieval failed/Communication error

1. Check the vehicle's OBD interface and VCI for any bent or rusted pins, which can cause communication errors.
2. Test the device on other vehicles, especially those with EOBD/OBD II systems, to check if it can communicate normally. A faulty VCI will not be able to communicate with any vehicle.
3. Connect the VCI to the vehicle, enter the device's settings menu > firmware repair to update the firmware, and see if the update is completed. If the update fails and communication with the vehicle is not possible, the VCI is faulty.
4. Please collect a complete video of the firmware repair and the error information during diagnosis, which will serve as proof for applying for after-sales service.

3.6. Why does the system stop when reading the data stream?

This may be caused by a loose diagnostic VCI adapter. Please unplug the VCI adapter and ensure it is reconnected securely and firmly.

3.7. The device prompts "Signature verification failed" when entering the service function

This message indicates a network error when accessing online functions. It is recommended to exit and retry the function. If the problem persists, please submit the diagnostic log.

3.8. The device prompts "Automatic fault"

Please check the following information:

1. The automatic vehicle identification code function requires a stable network to load data from the server, so you can also switch to another WiFi or use a hotspot to test the function.
2. Additionally, some vehicles from before 2010 may not have vehicle identification code information stored on the server, so the device cannot automatically load the vehicle identification code. Please send the vehicle model, year, and vehicle identification code to support@topdon.com for confirmation.
3. If the device does not support automatic reading of the vehicle identification code, please go to Scan > Select Vehicle Software > Manually select your vehicle model and year for diagnosis.

3.9. The device cannot connect to any vehicle and displays Err ID: -5 error message

1. Please re-download the software after deleting it, then go to "Settings" for firmware repair.
2. Unplug the connector for 3-5 seconds, perform firmware repair until successful, and then re-diagnose.
3. Please try several times if it fails. If the firmware repair fails at 0% multiple times, please let me know if you have used other applications for firmware repair before.

If it still fails, please provide us with a video.

3.10. When entering the service function, the device displays "signature verification failed," and the service function operation fails.

This is because the online server was restarting during your test, and we are performing background maintenance for your feedback.

3.11. When charging the device, it displays "Error! Please plug out charger!" How to resolve this?

Usually, this issue occurs due to high battery temperature or excessive charger voltage. It is recommended to try a different charger first.

*If the problem persists, you can contact the purchase channel to replace the battery.

3.12. Unable to recognize VCI, how to troubleshoot?

There are generally three reasons for VCI communication failure: VCI malfunction, VCI firmware not updated, or the vehicle's own OBD communication line malfunction. The troubleshooting steps are as follows:

1. If the VCI is faulty, all vehicle diagnostic functions and OBDII functions will typically fail to communicate.
2. If the VCI firmware is not updated, go to the settings center, find the firmware repair option, and follow the prompts to perform the firmware repair.
3. If the vehicle's OBD communication line is abnormal, you will need to troubleshoot and repair it yourself.

3.13. ArtiDiag800 BT can only charge up to 90%. What is the issue?

Hello! We are glad to assist you. This issue has occurred in older versions, but it has been optimized in version 1.18. It is recommended to update both the device version and OTA version to the latest and try again.

If the issue persists, please provide a short video showing the device software version, OTA version, and the charging process.

Operation path: Power on the main interface - Update - App update/OTA.

Please follow the method I provided. If you have any questions, feel free to communicate with us. We are committed to serving you, and we appreciate your trust and support for TOPDON.

3.14. AD800BT/AD900BT replaced VCI but cannot function properly?

1. Update the APK version (AD800BT: V1.4.2, AD900BT: V1.1.4).
2. Go to the "Dongles" page, first click "Replace VCI," and once the new VCI's SN is refreshed, check it to connect and use normally.

4. Feedback and Suggestions

4.1. Where can I buy a screen protector? / Can I purchase a screen protector from you?

Sorry, we currently do not have this accessory. The screen size of the device is: Length: 162MM Width: 94MM. We recommend that you purchase the appropriate size online or cut it yourself.

ArtiDiag Pro

1. Function Usage

1.1. Why are there so many fault codes?

Usually caused by poor connections or faulty circuit grounding.

2. Download and Upgrade

How to upgrade the system software for ArtiDiag Pro?

1. Turn on the tool and ensure a stable internet connection.
2. Click "Settings" in the "Home" menu, select "About" -> "Version", and click "Check System Version" to enter the system upgrade page.
3. Follow the on-screen instructions step by step to complete the process. The upgrade may take some time depending on the network speed. After the upgrade is complete, the tool will automatically restart and enter the home menu.

2.1. Can Google Play Store be installed on ArtiDiag Pro?

Sorry, Google Play Store cannot be added. ArtiDiag Pro is a closed system and cannot be modified.

3. Troubleshooting

3.1. What to do if the tablet still does not turn on after charging?

Please charge the tablet for at least 3 hours until the LED power light turns on.

3.2. What to do if the system cannot start automatic VIN detection?

Please check the following possible reasons:

• Is the tool correctly connected to the vehicle's DLC?

• Is the "Auto Detect on Connection" switch turned off? If so, please slide it to the on position.

3.3. No response when communicating with the vehicle's computer / Connection shows communication failure

Please confirm that the power voltage is normal and check the following:

• Is the throttle closed?

• Is the transmission in the correct position?

• Is the water temperature normal?

3.4. Why does the system stop working when reading data streams?

It may be caused by a loose connector. Please turn off the tablet, securely connect the connector, and then turn it back on.

3.5. The tablet pins of AD Pro are bent, explaining possible causes and solutions to avoid similar issues

It is recommended to fix the OBD diagnostic main line to the device and not remove it unless necessary. Violently plugging and unplugging the OBD diagnostic main line may cause the pins to bend. There is also a risk of accidental damage during daily storage (e.g., by a screwdriver).

ArtiDiag900 Lite

1. Download and Update

1.1. Do I need to update the firmware before using ArtiDiag900 Lite for the first time?

Yes. Once the ArtiDiag900 Lite VCI is connected to your ArtiDiag900 Lite tablet via Bluetooth, the firmware will automatically update to the latest version. You can also manually update the firmware by clicking on Personal Center > Firmware Update.

2. Troubleshooting

2.1. AD900LITE is missing VCI information (SN/Activation Code) for device registration.

Please click on the VCI icon in the upper right corner of the screen, and the device will automatically retrieve the information to register the device.

If you have further issues, please feel free to contact us.

3. Feedback and Suggestions

3.1. AD900Lite/UltraDiag prompts insufficient memory (even with an external SD card added). Currently, there is no logical association between the device and the storage card. The storage card only has regular storage and clearing functions, and vehicle model software data cannot be downloaded to the tablet device. Please be aware! The SD card expansion feature is still under development and is expected to be released after the Spring Festival.

Suggestions for insufficient device memory:

1. Clear unused vehicle model software to ensure sufficient memory;
2. Check if vehicle model software has been downloaded in other language settings, which may be occupying memory.

ArtiDiag Series

1. Function Usage

1.1. Vehicle Model Function Coverage Inquiry

1. Click the link: https://www.topdon.com/pages/support-diagnostic-tool>>Select the tool you need>>Choose the car information to check
2. Provide the vehicle's VIN, tell us specifically what you want to do, and which function of which system, our after-sales staff will inquire and confirm for you, then give you a response
3. If AD800BT, 900BT, and Phoenix series products are stored in the warehouse for a long time, the internal battery may enter a low-voltage protection mechanism due to power loss, which can be awakened using an activation cable.

1.2. How to Upload Logs for AD500/600S

1. Click "Data" on the main menu
2. Select "Feedback"
3. DiagFeedback>>Choose the software to analyze
4. Select the file
5. Choose the data log: 97939xxxxxxx_LEXUS_20220328003942, confirm
6. Select the feedback issue type
7. Fill in the issue details and email
8. Add images
9. Submit the results.

1.3. AD600 Prompt: SN Not Registered

Please check if the time and region match the local settings. Then take a screenshot showing the device information, the path is Settings>>About, and provide the screenshot to the engineering team.

1.4. How to Renew Software for AD800

AD800 supports two years of free upgrades. If the customer needs an upgrade, they can pay 120 USD to the PayPal account: 365funsbuy@gmail.com and provide the payment screenshot.

1.5. AD800BT New Device Activated

1. This issue is caused by the fulfillment service of the platform (Amazon, eBay, or others), and we will provide feedback and optimize the shipping problem.
2. The AD800BT scanner provides users with lifetime free software. Please provide the scanner's serial number, and the engineer will reset the product's registration information in the backend. The product warranty period will start from the day you reactivate the device. Additionally, a replacement or refund can be provided.

1.6. AD800BT Prompt "Unable to Obtain VCI"

1. Update the device's software and VCI firmware to the latest version. For firmware update, please refer to the following link: https://www.youtube.com/watch?v=RmHTFy_YA9Q
2. Turn on Bluetooth on your phone and see if it can search for the Bluetooth VCI's corresponding SN.

1.7. How to Delete Software on A800BT

Path 1: Upgrade -> Upgrade Software -> Press the desired software for 2 seconds -> Select Delete;

Path 2: Settings -> Diagnostic Software Clear -> Click the desired software -> Delete.

2. Download and Upgrade

2.1. Download or Installation Failure During Update

1. Try switching to a different Wi-Fi network. Some network sites with poor environments may intercept signals with specific suffixes, causing data loss during signal transmission between base stations;
2. If changing the network doesn't work, ensure the device has sufficient memory. It is recommended to uninstall the corresponding software or reset to factory settings and try again. Simultaneously, use your phone to create a hotspot and attempt the update;

If none of the above methods resolve the issue, please provide a related operation video, which will be sent back to the product department as fault data for warranty evaluation. Thank you for your cooperation.

2.2. How to Update Firmware for AD800BT

1. Connect to a stable Wi-Fi network;
2. Select "Settings" to enter the main interface;
3. Scroll down and select "Firmware Repair";
4. Connect the VCI dongle to the vehicle's OBD diagnostic interface, or use an external 12V power supply to power the VCI;
5. Select "Firmware Repair" to complete the process.

2.3. How to Upload Logs for AD800BT

1. Click on Settings;
2. Select Feedback;
3. Choose Vehicle Software or Special Function Software;
4. Select File;
5. Choose the data to be sent, e.g., 98898XXXXXXX_Honda_20220328024912;
6. Select the type of feedback issue;
7. Fill in the problem details and contact email;
8. You can add images;
9. Submit the result.

2.4. How to Use TeamViewer for AD800BT

1. Within a stable network connection; 2) Upgrade the APK to version V1.2.8;
2. Upgrade the APK to version V1.2.8;
3. Click on "Settings" in the main menu, then click on "Remote Diagnostics";
4. Access TeamViewer and provide the engineer with "Your ID" to connect for remote assistance. Do not exit the TeamViewer software before the technical remote connection is established.

3. Fault Issues

3.1. Device Won't Power On

1. Use the original charger to charge for 1 hour, then press and hold the power button for about 30 seconds;
2. Charge for 3 minutes first, then reinsert the charger and continue charging for 5 minutes. If the charging indicator appears, it means the battery is activated. (If the current exceeds 100mA, this method usually works.)

If none of the above methods work, please contact us for warranty service.

3.2. Device Prompts "Connect to Network"

1. Confirm under what circumstances the issue occurs, such as after performing a certain operation, whether it is consistent or sporadic;
2. Determine if ignoring the prompt affects the normal use of the product. If it does, briefly describe the specific impact;
3. After updating the device via the network, check if the issue is resolved. If not, please provide the device's SN and a screenshot of the error interface (preferably a video). We will attempt to reproduce and resolve the issue.

3.3. Vehicle's OBD Diagnostic Interface is Incompatible with the Device

1. Identify the specific vehicle, its year, and confirm if it meets the OBDII standard. Provide a picture of the vehicle's OBD diagnostic interface to determine the issue. If it's a product interface design issue, we will improve it;
2. If the target vehicle is an older model with an OBDI diagnostic interface, it is recommended to purchase an adapter.

3.4. VIN Reading and Parsing Failed

1. There are two main reasons for VIN reading failure, as follows:

a. The vehicle's data bus does not store VIN information, meaning the manufacturer did not include this during production, which is a hardware limitation and the vehicle itself does not support it;

b. The target vehicle theoretically supports VIN reading, but there was an oversight in our product development process regarding this hyperlink method.

In such cases, it is recommended to provide the vehicle's VIN for confirmation. If you have devices from other manufacturers, you can also try them. If other products also fail, it is likely that the target vehicle itself does not support it; if other products work, it is our device's issue, and you can provide us with competitor product information.

2. VIN parsing failure is generally a product development issue. You can provide the vehicle's VIN and the target vehicle's nameplate information, and we will correct it as soon as possible. After fixing, we will synchronize the relevant information with you.

3.5. Service Function Cannot Be Executed

1. The number of service functions supported by the device varies for different vehicle models, which is related to the design of vehicle maintenance parameter management. Generally, if our device does not support it, other types or manufacturers' devices also do not support it;

2. If there is a function menu but execution fails, pay attention to the following points:

a. Whether the vehicle's current state meets the function execution requirements, e.g., oil reset usually needs to be performed in the ON position, and it often fails in the start position;

b. Whether there is a fault in the system of the function being executed, such as a wiring or software adaptation issue. Some faults need to be resolved first before other functions can be executed;

c. Whether the target vehicle is equipped with a security gateway, which generally needs to be unlocked before functions can be executed;

d. It is recommended to connect to the network during function execution, as some new vehicle models' service functions are online and must be connected to the network to execute.

After checking the above information, if the issue remains unresolved, please provide a screenshot of the error interface, upload logs, provide the SN, the vehicle's VIN, the reason for function execution, and any abnormal vehicle phenomena. The more information provided, the more accurate the comprehensive analysis and solution will be.

3.6. Missing Charging Cable

1. Troubleshooting:

The packaging box is divided into upper and lower layers. The AD500 scanner is placed in the upper layer, and the carry bag is in the lower layer. Ask the customer to try finding the manual and charging cable in the packaging box.

Provide the buyer with a packaging list to confirm if other accessories are missing, and ask the buyer to provide a photo of the received packaging.

2. After-sales Service:

Contact the relevant warehouse personnel to confirm if the corresponding accessories are available. If confirmed, you can contact the warehouse colleague to place an order and resend the charging cable to the buyer. If the warehouse does not have the corresponding accessories, you can negotiate with the customer for a partial refund (10-15USD).

3.7. What to Do if the VCI for AD800BT is Lost

Please pay $160 to our PayPal account: 365funsbuy@gmail.com, and provide the seller with the payment transaction ID and screenshot, support@topdon.com, and the support team will provide further service to the user.