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Online janfmiller

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Dealer Tool Broken
« on: May 18, 2015, 10:55:21 pm »
anyone else had problems with Dealer Tool.  It was working a couple of months ago.   Couple of days ago I hooked it up and the software says it cannot see the hardware device.  Nothing has changed except Windows Updates.  Windows 8.1, but I had it working.   Even with DT techs suggestions I could not get it to recognize the hardware.   So I fired up my old Windows 7 laptop I originally had DT on, and it came up with the same error???

anybody had this problem and solved it?  DT tech support has not been much help so far.  I was a Systems Admin imaging Windows desktops in my former career so I know my way around The Ganglion Called Windows pretty well..

I'll post more details if anyone wants to work on this with me....

Jan..
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Offline Coconut

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Re: Dealer Tool Broken
« Reply #1 on: May 18, 2015, 11:18:23 pm »
Hi Jan,

I'm not sure how much help I can be with this one, given your own experience with Windoze,
but if it was working before Microsoft's updates, and now it isn't, that would seem to infer
that the problem is with Windows, and not the DealerTool hardware.

I note on DealerTool's web site, in their FAQ's there is a note that :
"Our Later kits with interface Version 2.5 also support Windows 8 and 8.1."

It's not very clear what "interface version 2.5" is,
and whether this is the version of DealerTool that you have ?

In any case it would appear to be that this is a Driver issue,
so I would have a go at completely uninstalling it,
after checking what drivers are being used and manually deleting them,
and then, with Internet access disabled ( Wi-Fi OFF etc ), to prevent the windows Installation routine
searching for and installing generic drivers, re-install the ssoftware using the drivers
that came on the Software CD that was originally supplied wth your DealerTool device.

Hope that helps, as it's pretty well the limit of my knowledge on this one !  :087:

Cheers  :821:



 

Online janfmiller

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Re: Dealer Tool Broken
« Reply #2 on: May 18, 2015, 11:29:12 pm »
thanks 'Nut.  Great advice.

But I already did all that..   

I suspect the hardware, and have asked DT for details on testing it if that's possible.

If you've worked with DT, there are supposed to be two USB devices that show up, and they may have the wrong drivers associated with them.

My problem is that those devices are not present, "USB serial port(COMx)" - under ports and "USB SerialConverter",  but I do see an 'other device' show up when I plug in the hardware called FT232R USB UART

so far DT tech response has been canned replies.   2.5 is a newer version of the hardware, no idea what's changed, but I had my 2.0 version working, and you'd think it'd work ok with Win 7 yet.  DT did invite me to purchase the newer hardware at 25 pounds plus shipping, but no guarantee that'll solve the problem.  So far anyway..

They did offer to remote control my personal computer and help, but I'm not comfy with that.

I'm pretty tenacious about this stuff and if I can find a solution I'll post it...   


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Offline w8d4it

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Re: Dealer Tool Broken
« Reply #3 on: May 19, 2015, 02:11:28 am »
Apologies for asking the obvious but have you contacted DealerTool? They have always provided first class customer service to me.
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Online janfmiller

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Re: Dealer Tool Broken
« Reply #4 on: May 19, 2015, 05:39:57 am »
Yup, contacted them, says that in my previous post...
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Offline Coconut

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Re: Dealer Tool Broken
« Reply #5 on: May 19, 2015, 07:49:13 am »
It does sound like the Hardware has been "mis-identified" and the wrong Driver has been installed.

I have also had excellent Technical Support from DealerTool,
and I WOULD trust them to remotely access my Computer.

Perhaps you could allow them to do that during a Phone call
( especially if it's them callng you - to save your International Phone Bill ! ),
and then they can talk you through what they are doing to re-assure you  :169:

Cheers  :821:



Online janfmiller

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Re: Dealer Tool Broken - FIXED!!!
« Reply #6 on: May 20, 2015, 04:10:57 pm »
Fixed in both Windows 7 and Windows 8.1

Attached is a 'mind-jogger' Word document I created if anyone else runs into this problem.  Dealer Tool tech tried to help but made faulty assumptions.  As noted, if I'd allowed them to connect remotely to my computer, they probably would have done the same thing...

Hopefully this may help someone!!
« Last Edit: May 20, 2015, 04:17:00 pm by janfmiller »
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Offline w8d4it

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Re: Dealer Tool Broken
« Reply #7 on: May 20, 2015, 04:59:19 pm »
Looks complicated!  I hope I don't experience the same problem!
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