The following covers Frequently Asked Questions regarding our Products and Services.
Q1. I am having issues with my device connection to a vehicle (DoIP SST-JLR00010 or DoIP VCI-DAPN0166) when attempting to use the device as a PassThru interface with TOPIx Cloud, Pathfinder or SDD?
A1. Ensure you have download and installed the latest DA DPDU Device Setup (PC drivers). These will get updated from time to time and it's important you have the latest level installed. Not doing so, is the main cause of the device and its associated applications not working as expected.
Link to DA D-PDU Device Setup - https://www.diagnostic-associates.com/pages/downloads
This is the 3rd option on the downloads page.
Also ensure your Windows Firewall is not blocking the device. So ensure this is switched Off. However, if you don't want to turn Firewall off completely, you will need to customise your Firewall settings to unblock our drivers.
Please also see Q7/A7 as this has more details regarding device registration and ensuring your device is up-to-date with the latest firmware, prior to use.
Any issue please Contact Us
Q2. What happens if I bought the wrong device?
A2. We acknowledge that this can happen from time to time, therefore after delivery of the device and it is realised that wrong product has been bought from us, please contact us within 14 days, so we can arrange a return and refund.
Refunds will only be provided upon return of the device or product.
Refunds will not be provided if you have used or registered the device.
Q3. Costs of products
A3. All product costs are shown without taxes and shipping costs. These will be shown after you add to cart and follow the checkout process to purchase your product. This is because we need to know where the product will be shipped too (if there is a shipment charge) and what taxes will need to be paid (if there are any taxes to be paid like VAT)
UK VAT will be charged on 'non physical' products, such as Subscriptions, Support Packages, etc no matter which Country these are purchased from.
Q4. Import Duties
A4. Above and beyond the above taxes and shipment costs, an import duty may be applied depending upon which country/region the product is being shipped too and related to the value of products being purchased. This is not something Diagnostic Associates apply, this is something applied by your country/regional customs office.
This import duty will need to be paid by the customer.
Q5. Shipping times based on timing of purchase.
A5. When a product is bought from our website, you are presented with shipping options which also provide timing of when you product is expected to be delivered and as a customer you can make your choice based on these options. However these timings are not strictly correct, as its only when we create the shipment (After payment capture, packaging and then creating the shipping documents) the timescales will start at that point.
In general we aim to package and ship on the same day the payment is made, based on our hours of service (See Contact Us for details), however if the purchase being made is outside UK office hours or if the shipping company do not pick up after after a certain time of day, this could delay the product being delivered by one day (or even several days if purchased at a weekend). e.g. If the shipping company chosen states your product will be delivered Thursday by 10.30am, this could end up being Friday by 10.30am or even later on that day. But if you bought at a weekend there could be several days before your shipment arrives.
Further to this we are unable to control the shipment of the products once we have created shipping documents, so unfortunately we are also at the mercy of these shipping companies as to when they pick up our products and deliver them to you and at times these timescales are not adequately met.
Therefore, for example, you may not decide to use Express options for a faster delivery, depending on where your business is located and when you purchased the product and choose cheaper delivery options instead, in order to meet your delivery expectations.
Shipments would also be delayed if orders are placed on a UK Bank Holiday.
We also may not use the shipping company of your choice, as depending on where you located, we may decide to use a different shipping company based on history of delivering products in or close to your location. At times these shipping company's have not delivered products to our customers. However we will always resend these products to you free of charge if this does happen.
Q6. Forum Login
A6. This feature will be displayed, once the Forum page is up and running.
A username or password will be required to log into this page.
Q7. Registering and updating firmware for your Devices (DoIP SST - JLR00010, DoIP VCI - DAPN0166)
A7.
Register Device
When you receive your Device, you will need to register it first.
To Register your Device you will need to download and install the latest DA App Hub from our downloads page first.
Link to DA App Hub Setup - https://www.diagnostic-associates.com/pages/downloads
This is the 1st option on the downloads page
Connect your device to the DA App Hub via USB only and follow instructions to Register the device.
You will also need to setup your own specific local Wifi connection at the same time or do it later by selecting the WiFi Preferences tab (If registering a DoIP SST - JLR00010).
Update your Device
In the same DA App Hub application you have used for Registering the device, you can check if there are any updates for your device to bring it upto the latest level.
It is important that your Device has the latest level of firmware and software, which get updated from time to time and it's important you have the latest level installed. Not doing so, is the main cause of the device and its associated applications not working as expected.
Connect your device by USB only to the PC and if there is an update, it will display the latest update to you. Then select 'Update Applications' tab and update your device
Please see Q1/A1 for connection based issues.
Any issue please Contact Us
Q8. What happens if the device or product is faulty?
A8. If the device is faulty, please again Contact Us and we will review with you. If this needs to be returned we will provide a return reference to you and other details to support a return of your device.
You have 12 months warranty on the device or product itself, so if faulty within the warranty period, we will fix or replace the device or product.
Q9. Price increases
A8. Diagnostic Associates Ltd may from time to time increase prices of products and support services. These will generally take place January of each year, but could change at any time, without prior notice.