Welcome to the Advanced Support section. This space is reserved exclusively for customers who have purchased the PRO Edition.
If you are here, you already have the hardware and software in hand. The purpose of this thread is to make sure you are up and running correctly from day one, and that any questions you encounter along the way get answered directly and without delay.
Before posting a support question, check the following
Most early setup issues fall into one of these categories:
- COM port recognition — the software is not detecting the device on the correct port
- Baud rate configuration — the network is not communicating because the rate does not match the target bus
- Filter setup — data is coming in but the relevant PGNs or PIDs are not being isolated correctly
- Data logging — logs are being captured but the export format is not what was expected
- Vehicle connection — the device is connected to the OBD-II port but no live traffic is appearing
If your issue falls into one of these areas, describe exactly what you are seeing and at what step it occurs. Screenshots of the software interface are helpful when the behavior is difficult to describe in words.
What to include when posting a support question
To get a useful answer as quickly as possible, include the following in your post:
- Your operating system and version
- The protocol you are working with (OBD-II, J1939, CANopen, or other)
- Whether you are working on the bench with the trainer board or connected to a live vehicle
- A description of what you expected to happen and what actually happened
- Any error messages or unexpected readings shown in the software
The more specific your description, the faster the response will be.
General guidance
The software is designed to work across multiple protocols without reconfiguration between sessions. If you are switching between OBD-II and J1939, make sure the baud rate and filter parameters are reset accordingly before each session. Many issues that appear to be hardware or connection problems are rooted in filter or configuration settings carried over from a previous session.
Post your question below and we will work through it together.
