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Article Data
Article Ref
7778-QEKN-0400
Written By
Andrew Jensen
Date Created
Tue, 1st Oct 2013
Updated By
Cindy Myers
Date Modified
Wed, 20th Sep 2017
 
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   Support Process

Question 

 What is the process for recieving EFILive support, and what information do I need to provide?

Answer 

EFILive Technical Support

EFILive technical support is available for customers experiencing difficulties with:

  • Software installation and uninstallation.
  • Hardware and software setup and configuration.
  • Hardware and software faults.
  • Error codes and messages.
  • USB driver issues.
  • Reading and flashing supported controllers.
  • Adding and managing VIN Licenses.
  • Adding and managing Stream Licenses.
  • Locking or Unlocking controllers.

EFILive technical support does not cover the following issues:

  • AutoCal support.  Support for AutoCal is provided directly by the tuner that supplied the AutoCal product with their tuning services.
  • Windows configuration, setup and/or faults.
  • PC or laptop failures.
  • Tuning advice.  EFILive staff will not provide tuning advice to anyone.  Often we require tuners to send their tune files to EFILive as part of a support incident. That means EFILive has access to various tuning styles, techniques and methods, some of which have been developed by our customers over long periods and at considerable expense.  EFILive is committed to keeping all customer information private and confidential.  If we were to offer tuning advice we may inadvertently reveal tuning techniques that are not ours to reveal.  For tuning help and advice, search EFILive’s forum or post your tuning question on the forum.

Contact Your Reseller

Your reseller, the place from which you purchased your EFILive product, is responsible for providing you with first line product support.  They should be your first point of contact for any support or queries relating to your EFILive product (both software and hardware).  In the event that they are not able to assist you directly they may escalate to EFILive directly to receive assistance in supporting you.

If you purchased your EFILive product directly from EFILive, then EFILive will provide support to you directly.

Trouble Shooting

Before seeking support from EFILive, users should use the multiple options of self-help that are available.

EFILive Error Codes

The EFILive V8 software and FlashScan and AutoCal hardware may from time to time display error codes in the form $XXXX where XXXX is a 4 letter/digit code. 

Where an error code is displayed by the EFILive software, or on FlashScan or AutoCal, the detailed cause and actions can be found in the Error Code Lookup located in V8 Scan and Tune software under the [F8: Tools] -> [F8: Error Codes] menu.

Alternatively, an Error Codes.pdf document is also available on the same menu, or by navigating to [Help] -> [Documents] -> EFILive Error Codes.pdf.

EFILive Knowledgebase

EFILive maintains a knowledgebase of commonly asked questions and issues.  Please check the knowledgebase for any articles that might be relevant to the issue you are currently experiancing.

EFILive Forum

Need to search for a specific topic, or would like end user advice or assistance? The EFILive forum contains a wealth of information that is searchable and easily accessible.

Update Software and Firmware

Support will only be provided on the current generally available (GA) software version, or any public beta or release candidate versions.  Additionally the firmware of the Flashscan device must be updated to the latest version supported by the installed software version.  Please ensure that all of your software and firmware is up-to-date prior to seeking support.

A link to relevant articles Getting the Latest Software and Upgrading FlashScan & AutoCal Bootblock and Firmware Versions are located Related Articles section at the bottom of this article.

Use the V8 Software to Read/Flash

Note: V8 does not support FlashScan V1 devices so in that case the correct software to use is V7.

The V8 software read and flash process is much improved compared to V7, both in terms of performance and resilience.  This improvement is based on the many years of R&D which has occurred since the release of the V7 product.  Before contacting your reseller for support please ensure that you have attempted to read/flash your vehicle using the V8 software.

Log a Support Case

If after performing the above requirements your issue is not resolved please create a new support case via our service desk. All of the following details must be provided before your incident will be reviewed by staff at EFILive.

Sometimes it is not possible to provide all the information. If some information cannot be provided, please include a short description of why the information cannot be provided. For example, if a failure occurs when trying to read a controller for the first time it may not be possible to provide the operating system number of that controller.

  • Windows version.
  • The EFILive software version and build number that was installed when the issue occurred.
  • Your FlashScan V2 or AutoCal License Backup File1
  • The controller’s operating system number, if the issue occurred while connected to a controller.
  • The *.ctz (or *.tun) tune file if you are reporting an issue related to that tune file.
  • The *.pld (or *.efi) scan file if you are reporting an issue related to that scan file.
  • Any screen shots that might help describe the problem.  See this Microsoft article for guidance on creating a screen shot.
  • A sequence of steps or a description of the configuration you were using that can be used by EFILive to reliably reproduce the issue.
  • The appropriate *.htx (or *.blx) trace files2

1 The Backing Up FlashScan V2 & AutoCal Licenses article in the Related Articles section below explains how to perform this requirement.

2 Trace files contain detailed diagnostic information about all read or flash operations that provide EFILive staff information needed to determine the cause of most read or flash failures. When reporting an issue about reading or flashing a controller the appropriate trace files must be supplied before the incident can be assessed.  The article Problem Reading or Flashing a Controller in the Related Articles section below explains where to find the appropriate files.

The EFILive service desk is accessed here.  The username and password are the same as the EFILive Forum.  If you do not already have an account you simply need to register as a new forum user.

Once logged into the service desk, select the Ask a Question link to create a new incident.  Under the Question Properties change the Category to Support.  Fill in all of the fields in the Additional Information section.

Attach any files collected to the support case using the options found under the You May Upload an Attachment area.

Related Articles 

Article Title Date Created Article Views
Getting the Latest Software Fri, 21st May 2010 52266
Upgrading FlashScan & AutoCal Boot Block and Firmware Versions Fri, 21st May 2010 49020
Problem Flashing a Controller Thu, 24th Jun 2010 50581
Backing Up FlashScan V2 & AutoCal Licenses Mon, 4th Apr 2011 12131