Software Issue Feedback

Software Issue Feedback

Record the fault. Send the LOG. Give the engineers something useful to trace.

For software bugs, missing data or a diagnostic function that does not work as expected, V1, V2 and V3 generation iCarsoft tools can save a LOG file while the issue is reproduced.

V1 generation V2 generation V3 generation Includes motorcycle tools
View the LOG process Email iCarsoft HQ
iCarsoft diagnostic trace
LOG recording enabled

> SETUP / LOG / ON

> REPRODUCE ISSUE

> EXIT DIAGNOSIS

> SAVE MSDIAG/LOG

Output file detected
.lox or .bin
Ready for engineering review

Supported process

For V1, V2 and V3 generation tools.

This guide covers car and motorcycle scan tools from these generations that use the LOG option in the Setup menu. It explains how to capture the fault while it happens, recover the saved file and send it directly to iCarsoft headquarters for software investigation.

V1Generation
V2Generation
V3Generation
!

Software reports go to iCarsoft HQ, not iCarsoft New Zealand. LOG files and software enquiries must be emailed to support@icarsoft.com, where the iCarsoft software support team can review them.

Before starting

Have everything ready before recording.

The LOG is most useful when it captures the exact fault in one clear session.

Scanner

Your iCarsoft tool

Use the V1, V2 or V3 tool that shows the problem.

Vehicle

Car or motorcycle

Connect to the same vehicle on which the issue occurs.

Identification

Vehicle VIN

The VIN must be included with the report sent to iCarsoft HQ.

File access

USB cable or TF reader

You will need one of these to retrieve the saved LOG file.

Capture process

How to record and retrieve the LOG file.

Follow the steps in order. The important part is enabling LOG before entering the diagnostic or service function that is causing the issue.

01

Power up and connect the scanner

Connect the iCarsoft scanner to the vehicle using the diagnostic cable and make sure the tool is powered on.

SCANNER → VEHICLE Use the normal diagnostic connection for the tool.
02

Turn the LOG function on

From the main menu, enter Setup, select LOG and turn the LOG function on. Do this before starting the diagnostic session.

SETUP > LOG > ON The scanner will now record diagnostic communication.
03

Start diagnosis and reproduce the exact issue

Enter the same menu, system or service function where the problem occurs. Perform the failed action again while LOG recording is active.

General diagnostic issue

Select Diagnostics, choose the vehicle and, where available, run Auto Scan first so the vehicle configuration is included.

Missing live data

Open Diagnostics, enter the relevant system, choose View Data and reproduce the missing or incorrect data issue.

Service function failure

Open Service, select the affected function and attempt it again, including any communication failure or unsupported message.

REPRODUCE FAULT Do not only browse the menus. The LOG needs to capture the failed function.
04

Exit diagnosis and allow the file to save

End the diagnostic function and return to the scanner's main menu. The tool will show that a .lox or .bin file is being saved. Once saving has finished, disconnect the diagnostic cable.

.lox / .bin Wait for the save message before disconnecting.
05

Retrieve the LOG file

Connect the scanner to a computer with a USB data cable, or remove the TF card and use a card reader. Open the MSDIAG folder, then the LOG folder.

MSDIAG / LOG Copy all files created during the test session.
06

Email the files to iCarsoft headquarters

Attach every relevant .lox or .bin file, include the VIN and explain which diagnostic or service function failed.

support@icarsoft.com This address belongs to iCarsoft HQ software support.
Send to headquarters

Software support email

support@icarsoft.com

This is the direct software support address for iCarsoft headquarters. It is not an iCarsoft New Zealand mailbox.

Open an email

Include enough information to identify and reproduce the problem

  • Scanner model
  • Vehicle VIN
  • Vehicle or motorcycle make, model and year
  • The exact menu, system or service function used
  • A clear description of what happened
  • All related .lox or .bin files
Suggested subject line Software feedback - [scanner model] - [vehicle or motorcycle]
Send it to the right team

Software investigation and local customer support are separate.

Using the correct contact avoids delays and makes sure the information reaches the people who can act on it.

iCarsoft headquarters

Software bugs and LOG files

Use support@icarsoft.com for software enquiries, missing live data, failed diagnostic functions, service-function communication issues and LOG file submissions.

iCarsoft New Zealand

Orders, delivery and local product support

For an order, shipping, warranty or physical product issue, use the iCarsoft NZ contact page. Software engineering reports are not processed through the NZ inbox.

Important: Do not send only a description of the problem when a LOG can be recorded. The saved communication file is what gives the software team the best chance of tracing the issue.