Posted to Tool & Equipment Forum on 5/27/2015
Long post on ViDa/CardaQ/ any software issue (get popcorn)
There is a TLDR at the bottom of this post.
The purpose of this post is to help those who use
pass-through devices to help complete repairs on vehicles.
This is not a discussion about OEM tooling vs aftermarket
tooling. This is a story about vehicle repair and what it
takes to make a successful repair. Also note the virtue of
patience that it takes especially when dealing with PC
software as well as vehicle software. I will try to include
everything that I recall taking place during this week and a
half process and I will do my best to accurately answer any
questions in regards to the scenario. Please feel free to
collaborate upon this story so that others can have
something to reference to when dealing with situations of
their own. And again please keep the my tool is better than
yours banter away from this thread, methodical and logical
action is imperative to solving any tough automotive issue
and emotion only leads to confusion.
If you are not comfortable with managing PC software and
control settings then I suggest that before you invest in
any passthrough device to get familiar with doing so. Every
manufacturer clearly outlines preferred and minimum
PC/Laptop parameters and you must not fudge any of those
numbers. Would you fudge bearing clearances on an engine
rebuild or preload on a differential overhaul? This is just
as critical. Also do not assume that the manufacturer's
website is going to have one page dedicated to all of the
information you need to walk you through implementation of J
programing and communication. Assume the worst and take a
few nights combing over the website to get a lay of the
land. Lastly there are some instances that you can only get
further information on successful connection after
purchasing the subscription to the required software. The
good thing is that every instance that I have run into there
were no surprises, hardware or software purchase
requirements to complete connection once you attain a
subscription and activate it. That being said Volvo has a
link that initiates a download of a program to ensure that
your platform meets minimum requirements for their software
to work, or so it is thought. What can't be covered is the
minutia of details and settings within your PC and Laptop
that may hinder a successful repair. Just as a small bit of
corrosion in a connector can produce a flood of DTCs,
settings like "enable protected mode" in a web browser can
cause adverse effects. And sometimes these details will
require a phone call or an email submission to a help desk.
Again if you are not comfortable making these types of
changes on your computer read up and be aware of these
settings and only make singular, measurable and informed
changes until you reach the desired effect.
The Volvo belongs to a loyal customer and she trusts our
judgment and repair explicitly. It came in on a hook with a
no-crank issue and a message, "Turn Steering Wheel." Our
initial inspection revealed that the starter was not getting
voltage to activate and the steering wheel did not lock with
the key removed. Some brief research indicated that the
problem was likely a faulty steering column lock module
(SCL) and would require software to activate a new
replacement part. We did not possess the key for our Verus
to communicate with the vehicle and a quick look up on Drew
Tech revealed that Volvo allows for our Cardaq to have
diagnostic and reprogram capabilities. Having used the
device on GM, BMW, Mini and Toyota we felt confident that it
would work just as well with Volvo. And we soon found out
Day 1 Friday After careful review of our laptop requirements
we register on the Volvo website and we purchase a ViDa
license from Volvo in order to confirm a diagnosis of the
vehicle. Currently with Volvo they mail you an installation
DVD that must be used to gain access to ViDa, this will
change soon. The subscription has a 3 day duration once
activated and allows parts, repair, diagnostic and software
updating for most vehicle platforms.
Day 2 Monday We receive the DVD and install the software on
the DEDICATED laptop. DEDICATED meaning we have never
installed any other manufacturer software on this laptop.
This is critical to help ensure that no other installed
software may interfere with the program provided by disc,
download or any other means. Some manufactures software
plays well with others and some are completely anti-social
and want their own space. Install multiple manufacturer
software on one platform at your own risk!!!!!!
Day 3 Tuesday We started to use the software and found out,
like with any first time with every program, that we were
well behind the curve on navigating the software. In short
through the course of a normal workday we found that we had
to open an administrative program. You receive a different
username than the one you have for the Volvotechinfo website
and must set up a user password through an email process.
Once you are able to open the administrative icon now on
your desktop you must activate the software, assign a user
and assign a computer that will operate the primary ViDa
program. Unless this is the only car you plan on working on
for the day it can take a few hours to navigate through the
hoops to open the primary program that allows you to "talk"
to the car. While by the end of the day we managed to get
ViDa to open but had problems communicating with the vehicle
as our passthrough device was not showing up in the program.
Then I made a huge mistake!!!! Thinking that there may have
been a problem with the DVD install, I removed the program
from my laptop and reinstalled the program. Even though I
used the same laptop, the re-install crated another computer
in my Admin program. This locked me out of ViDa completely
because it did not recognize my laptop as an authorized
computer for the program. Well this should be no problem
right? WRONG!!! You must be logged into the ViDa program
with an authorized computer to be able to deactivate the
computer. This can't be done through the admin panel!! Time
to contact support. Initial support for the Volvo software
is by submitting a help request which is like watching
colonial ships taking shots across the bow, it is like a
forum but with only two users. You submit, via message to
Volvo's help desk, a question then you wait…….
An hour later I get a reply saying that the other computer
had been removed and I could proceed with activation.
Activated new computer and still the program did not see my
Cardaq. I contacted Drew Tech, it was late in the day and at
that time they did not have anything to offer but to remote
in and check a few basics. Ultimately Drew Tech at that time
suggested I contact Volvo, which I did promptly. I fired
another shot across the bow to Volvotechinfo and called it a
Day4 Wednesday I got a reply from Volvotechinfo that led me
to instructions for setting up a DICE device and
confirmation that my subscription included diagnostics.
After stroll through Adobe lane with those instructions I
still did not get the program to work successfully. So I
tried Drew Tech once more. Let me start by giving a huge
shout out to Dave at Drew Tech. This dude went the extra
mile to help me with this issue and even though they do not
get much call on Volvo he worked very hard to get me over
the hump. However, while Dave adjusted a few things on my
platform, I ultimately had to carry my hat in hand yet again
to Volvotechinfo. Two hours later I get these instructions.
Did you install .NET 4.0 ?
These are the tips I have written down. If this does not
resolve it sometime VIDA has to be removed and reinstalled,
or IT has to help us.
This could be one of two things. It could mean you have to
remove and reinstall the DiCE tool or a background program
• First, as always, try restarting the computer and
open VIDA alone.
• Confirm if you can see the pictures in the parts
catalog. If so, then Isoview is working
• If not, then remove Isoview from the Add / Remove
programs. Then locate and install the file on the VIDA DVD
called d:\3pp\programs\isoview.. You might want to double
check the path
• If Isoview is OK, then remove and reinstall the DiCE
through the Add / Remove programs area.
• If running IE10, try turning off Protected Mode,
under Internet Options
• .NET version 4.5 has been installed. Uninstall .NET
version 4.5 from the Control Panel>Uninstall a Program. This
will downgrade .NET 4.5 to version 4.0 that was installed by
• The Security settings in Internet Explorer is for
"Trusted Sites" set to a level above MEDIUM. Lower the
Security settings to at least MEDIUM
Following these guidelines I managed to get communication
for diagnostics up and was able to verify the diagnosis as a
faulty SCL. However my local Volvo dealer was out of stock
on the part so it was going to be Day 6 until I could get
the part!!!! The subscription only lasts 3 days.
Day 6 Friday The parts were received and as expected my
subscription had lapsed. Even if support had resolved my
issues within one day the parts could not get to me in time
to make the repair and download the software to complete the
repair. These were events out of all party's control so I
chucked it up as a learning curve expense so I re-upped a
three day subscription on the Friday before Memorial Day!!!!
The car could not be delivered without software loaded to
the new SCL. Once I paid for the renewal of the
subscription, and then paid for the reload software for the
SCL!!! Oh, yes, by the way you also have to purchase
software for replacement components. I began the process of
retrieving my software purchase to deliver to the vehicle.
And we hit yet another brick wall. ViDa would not retrieve
the SCL reload. And yet again a shot across the bow to
Volvotechinfo in the afternoon for answers why. This time
only 5 minutes later I get a reply with a similar canned
response as above with a tip about I.E. protected mode.
However the issue was not resolved. Now on Friday before
Memorial Day I am hooked on yet another subscription charge,
my customer's car is not deliverable and I can only imagine
in horror what is to unfold.
Days 7-9 Saturday through Monday I tinkered with what I
could, tried removing and installing the software a few
times, looked for replies from Volvotechinfo and went about
my weekend business. I was frustrated, lacked confidence and
uneasy about how this would turn out. I made some
contingency plans then completely disconnected form the
world. I went canoeing and camping Saturday afternoon and
Sunday. Monday morning I checked for replies from
Volvotechinfo and none were given. I had resolved that a
reasonable solution could be presented to fix the current
problem and had backup plans if those solutions did not
Day 10 Tuesday Kill them with kindness!!!! I cannot stress
this enough. You do not know what the person on the other
side of the keyboard or phone line goes through in a day, so
keep a positive attitude at all times!!!!
Here is a small some of the back and forth.
Message:We have yet another problem. I checked periodically
throughout the weekend to see if there had been any replies
to my calls for help on this matter. I was fully prepared to
come down to the shop and make what changes need to be made
in order to provide the SCL module the necessary software in
order to complete a proper repair to the vehicle I am
working on. I even checked a couple of times yesterday and
there were still no replies to my request for help. I was
unsure what the operating hours of this help request desk
and did not know that you observed Memorial Day. I find it
comforting that you did observe a day of remembrance for the
fallen heroes of our country. The problem is now that it
seems that my subscription has lapsed. I think this could be
a great opportunity to underscore the excellent customer
service that you provide and give an extension to the
subscription so that we can resolve the issues. I am sure we
will both learn valuable information from this experience.
Have a great morning and I eagerly await your reply.
Date:05/26/2015 08:44 AMFrom:Administrator Message:Are you
certain you have not been updated to IE 11?
Date:05/26/2015 08:57 AMFrom:haeynous Message:Absolutely
positive. I even disabled automatic updates for Internet
Date:05/26/2015 08:59 AMFrom:haeynous
Message: Version 10.0.9200.17357 Update Version:10.0.27
(KB3049563) Product ID 00150-20000-00003-AA459
Date:05/26/2015 09:41 AMFrom:Administrator Message:VTI22----
will be refunded. You will need a new subscription to
determine what your problem may be.
Date:05/26/2015 10:01 AMFrom:Administrator Message:Order
VTI2---- has been credited.
Date:05/26/2015 10:08 AMFrom:haeynous1 Message:You are
awesome!!! I will contact you shortly after putting through
a new subscription. Should be within the next hour.
Later in the day after some more shots across the bow I was
told that IT would contact me so I made sure they had my
FINAL DAY!!! DAY 11 Wednesday!!! IT contacted me and we set
up a remote in session. BEFORE WARNED!!! Only allow those
you know to remote in to your platform!!! It is like a
vampire, once you invite them in, they leave when they
choose to. Scams abound from remote in procedures but not
this one because the caller ID on the phone showed Volvo of
America and I was eagerly awaiting that call.
Bada-boom-bada-bing the IT guy after a 30 minute session
found a software update that tried to download (I noticed it
from day one) did not complete. As an afterthought it may
not have taken because I removed the software and re-loaded
it as part of the process. Once the update completed all
I know long post, but I felt it needed to be done for
someone's benefit. Message in a bottle for someone that may
need it. Here is the TLDR (Too Long Didn't Read)
-Volvo for aftermarket J tools has a lot to be desired for
timely IT support at this time.
-If you mess with the bull you will get the horns so might
as well banter with the clowns.
-Software is not for the impatient or faint of heart.
-Drew Tech rocks and I personally see great things in the
future from them.
Jonathan from Alabama
19 Replies Received
19 Replies Received