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Autel scanner tools after-sales FAQ

1.Which year of OBD-compliant vehicles do Autel products work with?
For European cars: cover the OBD-compliant vehicles after 2006 year;
For USA cars: cover the OBD-compliant vehicles after 1996 year;
For Asian cars: cover the OBD-compliant vehicles after 2009 year.
2. Wifi mac mismatch, what to do?
1). Software worked well before, but now get error “Wifi mac mismatch”, please try to click WIFI page, if no reaction, reboot it and no work, maybe WIFI module damaged, please return us for repair.
2) You may get prompt from one single software or from all software, if get from one single software, please directly delete it and re-download, if all software have error, please ensure all the software stored in the SD card is downloaded via correct Autel ID not copied from other SD card.
3) If you operate correctly, but get error “Wifi mac mismatch”, please send our technical support with the picture of S/N and wifi mac address to check whether Autel products management information match or not.
3. Register failure, what to do?
The common reason for registration failure is that user input incorrect registration code, please pay attention registration code is 6 figures (which can be found from About page), not the login password. If you input correct registration code, but still get error message “Product not found”, please take a photo of serial number and registration code, then send it to our technical support for check whether the product management information match or not.
4.Product has been registered, but it still prompts the serial number is not registered and cannot be upgraded.
This problem is usually due to the Autel MaxiDAS DS808 Kit machine’s older management program, please download newest System Program via PC Suit, and then insert SD card into the machine.
5.After machine boot, it prompts “Please obtain authorization”
Please use a computer with network connection to login PC Suit update program tool, after you successfully login, it will automatically display “Obtain authorization successfully”, if you are not sure the Autel ID corresponding to the serial number, please contact our technical support.
6.DS708 freeze after boot, and get unknown errors.
Solution: please firstly try to reboot the machine, if not work, copy “NK(1).bin” into SD card root directory, then boot again, if still fail to boot the machine, please send the error message to us via pictures or video.
7.Feedback: machine fail to test the car, what to do?
1)If you get prompt “not support” or “communication fail “when trying certain function for some car model, it is likely the software fuction is not available for the model, or you operate incorrectly. Please upload “datalog” to the server and the engineer will analyze the data and fix the issue. car make, model, VIN, problem description are required in datalog.
To know the bug solving process, please tell us the serial number of the machine that uploads datalog and the car model and its VIN.
2）If all software in the machine can’t be tested, please check and test whether the cables are connected well or not, especially the testing main cable.
3）If certain software is not working with all car models, please check this car’s connector, or re-install this software.
8. DS708 get error message: GetSysInfoFromRegTab() failed error
Error: for some older version of DS708, when they update operation system from V6.31 to V6.33, they may get error message “GetSysInfoFromRegTab() failed error” and fail to boot the machine.
Solution: contact the seller and they will send you this application named “scan_arm.exe”, and then replace the same named “scan_arm.exe” in the “scan” directory of the SD card, reboot the machine, the error will disappear.
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