If you are unable to establish communication with a vehicle during an active ticket, please try the following steps:

• Ensure that the customer’s Remote VCI is online with a stable internet connection.

• Make sure the vehicle ignition is switched on.

• Connect a battery charger if needed.

• Confirm that the correct VIN, vehicle brand, model, and engine type have been selected in the ticket.

• If multiple profiles (plugins) are available, try a different profile or test each one.
  

• Ask the customer to unplug the OBD from the vehicle, wait 30 seconds, and replug it, making sure it is pressed firmly.

• Ensure that your local tool and software are functioning correctly.

• Check if the customer is able to read out the vehicle themselves. If available, they can test vehicle communication using their own diagnostic tool to help rule out vehicle-related problems.

• Check if the Remote VCI is running the latest software. You can do this by clicking on the information bar above in the ticket. Look at the Remote number; if there is a yellow triangle next to it, it means it is not up to date. Our advice is to have the customer connect the Remote VCI to a mobile hotspot to let it update on a stable hotspot, without any possible obstacles that may be present in the customer’s WiFi network. See our article for an explanation about Connecting the Remote to a mobile Hotspot
  
   

Still no communication?

If communication is still not possible after these steps, please outsource the ticket to Networks Support via the Jifeline dashboard.

Outsourcing to the Support dashboard is completely free of charge. These tickets are always handled as “demo tickets” and will be closed at no cost.