There is a known issue in the VAG group where only the gateway module can be found on Pin 6–14. You can check this by clicking the schema symbol in the information bar at the top of the ticket:

 Try the following steps:

1. Ask the customer to unplug the Remote VCI, wait 30 seconds, and replug it, making sure it is pressed firmly.

2. Click the reset button next to the plugin profiles, and wait until the reset reaches 100%.
   

3. The schema symbol may not immediately show communication, so we advise checking the live log as well.

If still nothing is found on Pin 6–14:

• This may indicate a defect in the Remote VCI.

• Look in the live log. Scroll down and look for the line: ecu:channel:can:6-14. You will only find one line. This is the gateway module (710-77A). Normally, there should be many more lines.

• When this happens, contact our Support Team and create an RMA. See our article about our Return Process.