FAQs about Autel diagnostic tools:
Q: What information should be given once an error occurred when using AP200/HT200?
A:Serial number of the device;
Phone information (brand and model of the phone, software version, CPU model, etc.)
Screenshots or video to show the errors happened on the device
Q: What if customer requested to transfer software after they purchased a new AP/HT200 after the old one is broken/stolen.
A:Contact tech support in HQ with the below information:
Old and New serial number
Reason of software transfer
Q: What if some customers said they are not able to use Paypal or Apple Pay?
A: Instruct the customer to contact his selling dealer to purchase software/update directly.
Q: Download failed and got error message “install Failed”
A:For Android phone, long hold App icon, go to App Info. –Storage–Clear Cache, and download it again;
For IOS phone, go to Me– Settings–Clear Cache, and download it again.
Q: Failed to purchase software/update, but received error message ‘the product has been moved ‘.
A:Send screenshot to tech support and ask for help
Q: Failed to log in, and received “Acquire Failed” message
A: Check if you could see “Log in later” at the right bottom on login screen?
If no, please make sure you downloaded MaxiAP200 for your AP200.
Q: Error Message ‘The vehicle does not support current language’
A:Send you serial number to tech support to change the sales contract to all language versions.
Q: Upload data logs via MaxiTools
A:When should we upload data logs via MaxiTools:
Logs are collected via MaxiTools when the errors which are most likely related to system program issues occurred. Generally these errors occurred before we get access to internal diagnostic function menu or before we started to diagnose the vehicle.
For example, when we tap Diagnostic—Benz, but error message “Authorization Check Failed” came up.
Q: After factory reset, vehicle software shows below error message or the like
This problem often gives you the error message below when you were trying to run specific software in Diagnostic menu. Generally this issue often happened after the customer do factory reset on their device while their devices were already out of subscription.
A:Go to ES File Explorer–SD card–Scan–apk_back;
Install MaxiDas.apk again.
If no “apk_back” folder was found in SD card, please upload data log via MaxiTools and send MaxiUI version to tech support for help.
Q: Stuck on the Startup screen
A:If the device is still in valid subscription, flash the device with program which will delete all data;
If the device is out of subscription, flash the device with program which will not delete all data first; If still the same error, inform the customer the risk of using flash program will delete all data and flash the device with the program which will delete all data.
Contact tech our support for flash program;
Q: MaxiSys program existed/stopped
A:Check if the device is in black list;
If not, please upload logs via MaxiTools for further checking
Q: If the Update list is NOT loaded up
A:Check if there is any network issue;
Check if Autel’s server IPs are blocked by your internet provider;
Try connect the device to other wifi or hot spot of smart phone for checking
Q: If the Update list is loaded up
A:Please go to System Settings-Storage, check if internal space is enough;
Please go to System Settings–About tablet, check if MaxiUI version is too low;
If MaxiUI version is too low, you can use OSupdate apk. file (contact support for this file) to update the system version of the device to higher version first;
If internal space is not enough, please uninstall all software first, then download BMW, Benz, Audi one by one first before you download any other software.
If the space is still not enough, you can purchase a designated TF card and download BMW software into this TF Card
※ Only Sandisk TF card of 16G storage, class 10, 80MB/S is compatible with MaxiSys tools;
※ Only BMW can be downloaded into this TF Card;
If MaxiUI version is normal and internal space is enough, please upload data logs via MaxiTools for checking (refer to E. Upload data logs via MaxiTools).
Q: Some “Authorization” errors commonly occurred on tablet tools (MX808 or higher products):
A:a) Error Message “Software is not authorized!”
Issue: Whichever software is tapped, you will see this pop-up window with the error message.
Solution:
Go to ES File Explorer–Scan folder, check if there is file “authorization.txt”;
Go to ES File Explorer–Scan—Vehicle, get access to each vehicle folder, check if the file “authorization.txt” is available;
If the “authorization.txt” file is missing in Scan folder, but exists in all other vehicle folders, please try
connect the tablet to computer via USB cable;
turn on USB storage ;
disconnect USB cable;
tap Diagnostics, select any software to check again.
If the above method is not working, you need to renew subscription and download all software again.
b)“Authorization Check Failed! Error Code: 1”
Issue 1:The error message above camp up when you tap specific software, for example, Mini, on the Diagnostic menu;
Solution:
Go to ES File Explorer—Scan—Vehicle, access to the corresponding vehicle folder, for example, Mini, check if the file”authorization.txt” is available there?
If not, please copy an “authorization.txt” file from vehicle folders, BMW, Rolls-Royce and AstonMartin (they must be from the same software pack when you download them) to Mini folder;
*Note:
BMW, Mini, Rolls-Royce and Aston Martin software are from the same software pack when we downloaded them in Update list;
“authorization.txt” file from other vehicle folders rather than BMW, Rolls-Royce and Aston Martin will not be working;
Check if Mini software is back to normal?
If still not working, you need to renew subscription and download the software again.
Issue 2:The error message above camp up when you tap whichever software on the Diagnostic menu
Solution:
Go to ES File Explorer—Scan—Vehicle, access to the corresponding vehicle folders, check if the file “authorizatuion.txt” is available in each folder?
If not, the only solution is to renew subscription and download all software again.
c)“Authorization Check Failed! Error Code: 2”
Issue 1: “Authorization Check Failed! Error Code: 2” indicates Serial Number and Register Password are not matched.
If the device is still in valid subscription,
Go to MaxiSys-Data manager-Apps Uninstall to uninstall all apps;
Run Update and download them back again.
If the device is out of subscription,
Please go to Settings—About, send the screenshot this page to our tech support to show them Serial Number and Register password of your device;
Collect Logs via MaxiTools and upload.
Issue 2: If you saw Error code 2: Serial or password is incorrect, and when you went to About section but found your serial number becameV09G00000131and register password became056947, please follow the below steps:
Turn this tool OFF and wait for 2 minutes, then turn it ON again;
Repeat the above steps for 5 times (at least) and check the serial number on About page again;
If it still shows S/N V09G00000131 and password 056947, contact the selling dealer for repairs.
d)“Authorization Check Failed! Error Code: 3”
Upload data log via MaxiTools;
Send S/N of your device to tech support for help
e)“Authorization Check Failed! Error Code: 4”
Upload data log via MaxiTools;
Send S/N of your device to tech support for help
f)“Authorization Check Failed! Error Code: 5”
Upload data log via MaxiTools;
Send S/N of your device to tech support for help
g)“Authorization Check Failed! Error Code: 8”
Upload data log via MaxiTools;
Send S/N of your device to tech support for help
h)“Authorization Check Failed! Error Code: 9”
Upload data log via MaxiTools;
Send S/N of your device to tech support for help
i)“Authorization Check Failed! Error Code: 10”
Upload data log via MaxiTools;
Send S/N of your device to tech support for help
Q: If the device is out of subscription, generally you can follow the below steps:
A:Send us screenshot of the error message you saw;
Describe it in details how you saw this error message;
What have you done on this device before this message came up;
Upload the corresponding data logs via Maxi Tools in this way:
- Reproduce this issue on your device;
- After the same error occurred, go back to Home page;
- Run MaxiTools, click on Start to collect logs;
- After logs are collected, click on Upload;
- Make sure you saw “Upload completed”.
Q: If the device is still in active subscription, you can
A:Connect the device to wifi, click on Authorization button to finish authorization;
Or Uninstall software or erase SD card, then download software again to have the issues resolved.
Q: How to collect and upload data logs using AP/HT200?
A:You should click the icon(showed in red box below) to start log collecting process;
You will see this icon light up after you first click;
After the problem occurred during diagnostic process, you need to click this icon again to end log collecting process, and then upload;
Please describe your problems with more details when you upload the data logs.
Q: What should we do with software issues when using tablet tools, MX/MK, DS808 or MaxiSys?
A:Generally data logs should be collected if we encountered software issues during diagnostic process below:
Some errors occurred when you are accessing a specific system/all system,
Reading DTCs, clearing DTCs,
Reading or decoding VIN, reading live data,
Performing active tests, special functions or programming/coding, etc.
Q: Communication failure with a specific module (other modules are communicating well):
A:Check if there are any problems, especially connection issues, in this module itself or not;
Check if there are any related issues/error codes in any other related modules or not; If yes, fxed the related errors first;
Still any errors please advise details and record a video to show your diagnostic process.
Q: Communication failure with all modules:
A:Check if OBDII cable is fine/change another cable to try again;
Check if OBDII function is communicating fine;
Check if there are any issues in vehicle itself or not;
Check if any other vehicles have the same issue or not; If all vehicles are not communicating, please try another new OBDII cable.
If this vehicle is not communicating only, please check problems on the vehicle itself first.