Does Your Scanner Fail To Perform Certain Tests Despite Coverage Checker Usage?

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You might’ve noticed that we generally urge you to utilize our Coverage Checker before purchasing our products. This is to ensure that your vehicle is compatible with the features you’re looking for.

However, there’s a small 1% chance of the scanner not performing the features you need, even after confirming with our Coverage Checker.

If you've purchased our tool(s) after verifying its features, but discovered that it’s still incompatible with your vehicle, here's what you can do.

Why It May Happen

Before we delve into the steps needed to resolve your compatibility issue, let me briefly explain why this happens.

Our Coverage Checker is designed to be highly accurate, with a 99% success rate. However, due to the wide range of vehicle systems and variations in automotive technology, there can be rare instances where certain features may not perform as expected. These occurrences are typically due to the inherent complexity and variability found in modern vehicles. Additionally, vehicles equipped with aftermarket or non-OEM parts might occasionally experience discrepancies that wouldn’t arise with OEM components.

This can result in a rare discrepancy where the Coverage Checker indicates support for Feature X, but the feature is not available in the product.To address this, please follow the steps below. Most users find that these steps help resolve the issue effectively.

Follow These Steps

Step 1: Open the RS2 app

To report an issue, please open your RepairSolutions2 (RS2) app. Make sure you’ve created an account.

If you haven’t downloaded our app yet, you can download it in the app store (iOS or Android).

Step 2: Select the Data Capture feature

Once you’ve opened your app, navigate to settings and select a feature called Data Capture. This should be located at the bottom of your settings.

Step 3: Follow the in-app instructions

Once you’ve selected the Data Capture feature, follow the in-app instructions:

• Describe the issue you’re facing: this’ll help our in-house technicians when diagnosing your specific issue
• Start data capture: selecting this option will automatically record your screen, where you can replicate the issue you’re facing
• Share data: once you’re done recording, you can send the data to us for review

Click here to view our help documentation on reporting an issue.

Once the issue has been shared/reported, a confirmation email will be sent to your RS2 account’s email address.

Our customer service agents work hand-in-hand with our technicians. Once we’re 100% sure of what the issue is, we’ll then notify you of the problem.

Okay, I Followed The Above Steps. Now What?

Our in-house engineers will thoroughly investigate the issue and do their best to resolve the issue as soon as possible, if applicable. We’d highly appreciate your patience as we investigate and resolve the issue at hand.

If your issue has been resolved, our customer service team will get in contact with you via email. Or if there was an error on our side, we’ll let you know as well. While there are no guarantees, we are always doing our best to notify you of the result as soon as possible.

Our mission as Innova is to provide a seamless experience for our users. We’re here to make things right.

If you still have questions or need help with performing the Data Capture feature, please contact customer support. We’re available Monday ~ Friday, 6AM - 6PM PST.

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