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Thread: Nanocom unable to read identity from car

  1. #11
    Join Date
    Sep 2009
    Location
    Limassol, Cyprus
    Posts
    475
    Hiyas Salty
    You are most welcome for my assistance.

    I did say "almost certainly" in respect of other vehicles using the same tech, as that is of course somewhat theoretical, but non the less all N.A. results with the VIN TOOL on your D3 with the IGN on is just plain wrong and as wierd as heck.

    I gotta tell you that as the designer of your Nanocom Evolution 2, I can't help but wonder and try to imagine what could be wrong to cause this case where you get both busses reported as detected but then no response to any request for VINS.

    I see you have now corrosponded with our support staff and have arranged return of your Nanocom under RMA.

    FYI the first thing after being checked in and documentation added is that ANY and ALL returns are put on my desk.

    So I personally will certainly be watching for and awaiting your Nanocom and will be personally testing the VIN TOOL and more with your Nanocom on my own personal CAN BUS Land Rover etc.

    My hopes are only that i will find something that we can ultimately use to improve our testing process.

    I will of course advise here accordingly, so as not to leave this thread you started un finished

    ATB
    Colin
    MD of Blackbox Solutions Ltd.
    www.blackbox-solutions.com

  2. #12
    Join Date
    Jul 2016
    Location
    Safety Bay, Rockingham, WA
    Posts
    44
    I'm able to post my unit back today. It will be good to find out what's going on.
    I plugged my cheap ELM327 bluetooth OBD reader in today and it was able to read the vehicle VIN and realtime info.

    Cheers,

    Salty

  3. #13
    Join Date
    Jul 2016
    Location
    Safety Bay, Rockingham, WA
    Posts
    44
    Quote Originally Posted by BBS Guy View Post

    Of couse occasionally in the past we have indeed found very occasional and strange problems with a Nanocom, but then we use that to learn and adjust and add to our testing process and of course in such cases cover ALL costs.

    If you wish an RMA Salty, just ask my support staff directly using the contact us on the Nanocom Web site and they will oblige.

    ATB
    Yesterday I got my unit back from Black Box Solutions in Cyprus. I plugged it in and it worked straight away! So it ended up costing me a bit more for postage but I'm very happy to have a working unit.

    BBS Guy, do you know what was wrong with the unit?

    Cheers,

    Salty

  4. #14
    Join Date
    Sep 2009
    Location
    Limassol, Cyprus
    Posts
    475
    Hiyas SaltyNalty.

    It's been a little while now, but I am now back here with the Good, the Bad and the Ugly ;-)
    I had wanted to post earlier and started a reply, but got way laid on finishing this post until I got prompted by yours.

    An ELM327 uses only OBD legislated access which is for Engine management only and does not even have low speed CAN BUS connectivity, so it's not really a good yardstick TBH.

    But regardless, your Nanocom's journey did indeed mean it got to be returned and on my Desk.

    It's next stage of its trip saw me personally take it to my own vehicle and test it out and low and behold it did exactly as you stated in confirming both CAN busses were detected but no ECU replied t a request for its VIN

    One might consider it Bad that it passed CAN BUS testing but then did not read any VINS, but actually thats Good because it means its return was not a wasted journey. There is after all nothing worse than having equipment returned that we cannot find a problem with that means a really ugly situation of not only wasted money and time but also both us and a customer not knowing where the problem really is.

    So we got to work, I personally went through the schematics with one of the production staff, figuring what could possibly cause this, seeing where such a problem might be and he started physically checking the closely related items.

    It was not long before he found a solder joint on a simple resistor that looked OK but was actually bad and would affect only transmissions on the CAN bus that was kinda a wow / revalation moment.

    CAN bus detection simply looks for existing messages on each CAN BUS but a VIN check sends (if working properly) a request to ECU's to provide their VINS. With the transmit not working, it is understandable that the ECU's did not reply, giving the all N/A results.

    Not surprisingly, and likely of no real comfort to you, this is the first time we have ever seen this happen despite having now supplied many thousands of Nanocoms.

    Sometimes despite our very best efforts and intentions, things can happen that we cannot or could not reasonably be expected to pre imagine or predict, and in such cases it is what we do about it that really matters.
    In this case, As copied in by SaltyNalty in my previous response, we have indeed discovered that we need to add VIN reading as a check to all Nanocoms that was immediately implimented, and will indeed cover ALL costs in such cases as this.

    Please forward us the documention / costs of returning this Nanocom to us for re imburement and accept my hublest apologies for the inconvinence of having to return it as well as my and my entire staffs appreciation of your assistance in helping us identify a way to improve our service and pre dispatch product testing process.

    ATB

    Colin
    Colin
    MD of Blackbox Solutions Ltd.
    www.blackbox-solutions.com

  5. #15
    Join Date
    Jan 2010
    Location
    Darwin
    Posts
    328
    Canít ask for better customer service than that.

  6. #16
    Join Date
    Jan 2014
    Location
    Perth Western Australia
    Posts
    1,444
    Quote Originally Posted by BBS Guy View Post
    support is best obtained via the dedicated Nanocom Technical support Forum
    To be blunt... owners will get better support here than on your support forum. Replies on your forum are typically generic "have you updated to the latest firmware etc etc"
    Regards
    Daz


  7. #17
    Join Date
    Sep 2009
    Location
    Limassol, Cyprus
    Posts
    475
    Quote Originally Posted by DazzaTD5 View Post
    To be blunt... owners will get better support here than on your support forum. Replies on your forum are typically generic "have you updated to the latest firmware etc etc"
    Hiya Daz

    As per my first post on this thread;
    I just happen to have noticed your post here, although of course support is best obtained via the dedicated Nanocom Technical support Forum or by filling in the contact us form on the nanocom web site to have our support staff directly assist you.
    As stated, I just happen to have come across this thread, but may well not have done for weeks or even months, as I am sadly rather too busy to trawl though the many forums I frequent as and when I am able.
    So it really was not the best method to ask for support and assistance from BBS, and although it did work out in this particular case and I chose to respond personally, as I found it interesting because as detailed, this case was quite unique, it should not set some precedence of expectant support for BBS products via the AULRO forum.

    My support staff however, as part of their daily role do respond rapidly and of course follow normal support process in respect of first checking the most obvious has been done, bear in mind that just as their replies may seem repetative and generic, so are most issues. Then of course escalating to the technical staff and eventually me if required, very quickly.

    Just because we are a company / business, does not mean we have Microsoft like resources, we do try our very best to provide good products at a fair price, test them as best as possible before shipping and support them thereafter as best we possibly can.

    But we are only human and as detailed in this thread, although this may be a 1 in 10,000 case we never imagined or encountered before, we are willing to learn and act on it accordingly.

    ATB

    Colin
    Colin
    MD of Blackbox Solutions Ltd.
    www.blackbox-solutions.com

  8. #18
    Join Date
    Jan 2014
    Location
    Perth Western Australia
    Posts
    1,444
    Quote Originally Posted by BBS Guy View Post
    Hiya Daz

    As per my first post on this thread;


    As stated, I just happen to have come across this thread, but may well not have done for weeks or even months, as I am sadly rather too busy to trawl though the many forums I frequent as and when I am able.
    So it really was not the best method to ask for support and assistance from BBS, and although it did work out in this particular case and I chose to respond personally, as I found it interesting because as detailed, this case was quite unique, it should not set some precedence of expectant support for BBS products via the AULRO forum.

    My support staff however, as part of their daily role do respond rapidly and of course follow normal support process in respect of first checking the most obvious has been done, bear in mind that just as their replies may seem repetative and generic, so are most issues. Then of course escalating to the technical staff and eventually me if required, very quickly.

    Just because we are a company / business, does not mean we have Microsoft like resources, we do try our very best to provide good products at a fair price, test them as best as possible before shipping and support them thereafter as best we possibly can.

    But we are only human and as detailed in this thread, although this may be a 1 in 10,000 case we never imagined or encountered before, we are willing to learn and act on it accordingly.

    ATB

    Colin
    Colin,
    I realise that you likely don't have time to offer support outside of your own forum / business. My comment on support was more meaning other AULRO members here do have good knowledge when it comes to Nanocom issues. Awhile back I couldn't save a map file to my Nanocom, it was suggested by other members to use a different known brand of memory card, this resolved the issue I was having.

    Great point you make regarding most issues are also repetitive and generic.
    Regards
    Daz


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