Response time on problem tickets

[wlucas44]

I submitted a problem ticket (customer service ticket) last week and was wondering what the typical response time is. I recently purchased my Predator and I'm unable to tune due to a "security access error"...so I'm kinda stuck awaiting a response / update to fix this issue (if feasible).

[mikel]

Do you mean you submitted a support request on our website?

Can you give me the serial number of the tuner? Is this a P2 device?

Thanks

[wlucas44]

Hey Mike,

Sorry for the late reply...had surgery and have been away for a few days. The serial number on my Predator 2 is 201256527 (SKU: 7302). As noted above, when I tried to tune my vehicle, the device kept saying "Security Access Error". I was able to adjust tire size and gear ratio...but no tuning. Also, within my Ignition dashboard, it says the VIN Lock: Upload Failed...not certain if that's correlated.

Appreciate any assistance you can provide.

Thanks,
Will

[mikel]

Heres what our resident P2 expert advised:

Needs to make sure he is turning the key two clicks forward. Make sure hes not actually starting the vehicle when it asks for key on. Check voltage as well, with the tool with the key in run to make sure that’s good. Those are 3 main reasons for this code.

[wlucas44]

Thanks Mike. I placed the vehicle in the "run" position (not started), but will check voltage. I'll let you know what I discover.

Couple additional questions -- I do know that my battery needs to be replaced in the truck...would that affect this? Is there anything specific on the P2 that I should be running / executing to identify additional details for troubleshooting?

[wlucas44]

Also, I'll be heading home in the next couple of hours -- would it be best to call you for troubleshooting?

[mikel]

Yes, if you can give us a call with the tool powered up in the vehicle it would be ideal

[wlucas44]

Thanks. I called in...the master tech believes it's the voltage...it's running at 11.8 and needs to be at least 12.8. I'm gonna replace the battery and see if it works. If not, I'll be giving you guys another call. Appreciate the quick replies; have a great weekend.