Product Support

Problem Connecting to the Vehicle


Possible Cause(s)


iPad, Android and Windows

  • The connection device...

    • is already connected to another tablet.

    • has not completed the startup cycle.

    • is not working properly.

    • has not been paired properly within the device Bluetooth settings. (Applies to all device types for Diagnostics / Applies to Windows only for Basic Diagnostics)

  • The tablet...

    • has an outdated version of the ALLDATA mobile app installed.

    • has weak or no internet connection.

    • Bluetooth is not set up or working properly.

  • The vehicle...

    • ignition switch is not turned on.

    • engine is not running. (certain vehicles only).

    • OBDII port is not working properly.

    • options selected do not match the vehicle that is being connected to (Diagnostics)

iPad specific

  • The connection device...

    • is not a low energy model. Low energy OBDLink MX model is required to connect to an iPad for Basic Diagnostics (Has an ALLDATA logo on the front or says MX+).

    • is not in low energy mode. Low energy mode is required to connect to an iPad for Basic Diagnostics (if the button on the front is pressed, the device will switch to full power mode. Unplug and plug the device back in, without pressing the button, to return to low energy mode).

  • The tablet...

Windows specific

  • The connection device...

    • is not in high energy mode. The OBDLink MX+ and MX ALLDATA model for Basic Diagnostics includes a low energy modeWhile pairing, press the button on the device to switch to high power mode and select the high power option from the list . See Connecting to Vehicle - Basic Diagnostics for complete instructions.

    • has not been paired properly within the windows device Bluetooth settings.

 


Troubleshooting:


Initial troubleshooting:

  1. Turn the vehicle off. 

  2. Unplug the connection device. 

  3. Close the ALLDATA mobile app. 

    1. ​iPad

      1. Double-press the Home button to reveal all of the apps that are running. 

      2. Drag the app to the top of the screen to close it. 

      3. Press the Home button to return to the Home Screen. 

    2. Android

      1. Press the Recent Apps button to reveal all of the apps that are running. 

      2. Drag the app to the side of the screen to close it. 

    3. Windows

      1. Select the Task View icon in the Task Bar to reveal all of the apps that are running. 

      2. Tap the X at the top right of the app you want to close.

  4. Verify that the most current version of the ALLDATA mobile app is installed and update as required. 

  5. Reset the tablet's Bluetooth connection:

    1. iPad

      1. From the iPad's Home screen, go to Settings >> Bluetooth:

      2. If Bluetooth is on, tap the toggle button to disable it.

      3. Tap the toggle button to enable Bluetooth.

    2. Android

      1. Swipe from the edge of your screen across the system status bar.

      2. If Bluetooth is on, tap the Bluetooth icon to disable Bluetooth.

      3. Tap the Bluetooth icon again to turn Bluetooth on.

    3. Windows

      1. Open the Action Center.

      2. If Bluetooth is on, tap the toggle button to disable it.

      3. Tap the toggle button to enable Bluetooth.

  6. Connect to the vehicle, using the following directions:

Additional troubleshooting:

  • Basic Diagnostics - Reset the connection device:

    1. Plug the connection device in to the vehicle's OBDII port.

    2. Wait for the device to start up.

      • Power light will be solid green.

    3. Hold down the pairing button for approximately 15 seconds

      • All lights will flash briefly.

    4. Connect to the vehicle by using the directions found HERE.

After all troubleshooting options have been exhausted:

  • Verify if the connection device works on a different vehicle.

    • If the connection is successful:

      1. The device is working properly. Retry the connection on the original vehicle.

      2. If the connection fails a second time on the original vehicle, there may be a problem with the vehicle's OBDII connector. Vehicle troubleshooting should be completed before attempting connection again. 

    • If the connection is unsuccessful:

      • Contact ALLDATA Support at 1-800-859-3282 for additional assistance.