REMOTE TECHNICAL SUPPORT PROCEDURE

At AutoExplain, remote technical support means we connect to your diagnostic computer over the internet and perform ECU coding, flashing, or updates without requiring you to send us your car or ECU.
You simply prepare your laptop and diagnostic tools – and our technician will do the rest.

1. What Can Be Done Remotely?

At AutoExplain, we specialize in advanced remote diagnostic and programming services for a wide range of vehicles — all delivered securely and professionally, wherever you are.

1.1. ECU & TCU Programming / Flashing

These services are core to vehicle performance and module replacement:

These services help fix, replace, or update essential control modules.

ECU Coding & Programming
Reprogram engine control units to match new hardware or software requirements.
🧩 Example: Replacing a damaged ECU on a Mercedes E250 and coding it to match the original VIN and configuration.
FDCT Transmission Programming
Code or reset the 7-speed dual-clutch transmission used in compact Mercedes models (A/B/CLA/GLA Class).
🧩 Example: Solving gear shift delay after mechatronic replacement on a CLA 200 with FDCT.
VGS1 / VGS2 / VGS3 / VGS4 Flashing
Programming and adapting Mercedes 7G or 9G-Tronic gearboxes after replacement or when using used parts.
🧩 Example: Virginizing and flashing a used VGS2 module to fit a Mercedes GL550 after original TCU failure.
Turn Off Systems
Disable unnecessary or faulty systems (only when legally permitted), such as EGR or secondary air pump.
🧩 Example: Disabling faulty swirl flap system on a BMW 320d to remove check engine light.
Fix 48V PIN Error (via dump file)
Repair incorrect voltage PIN setup in Mercedes 48V mild-hybrid systems through EEPROM dump modification.
🧩 Example: Fixing “PIN error” caused by improper flash on EQ Boost alternator controller in Mercedes C200 Mild Hybrid.

=> ECU Programming Service

1.2. Immobilizer & Key Services

Security and access-related services, ideal for replacement modules or used parts:

IMMO Services
Synchronize or bypass immobilizer system when installing used modules.
🧩 Example: Matching used ECU to original key in a Ford Focus that had IMMO conflict after ECU swap.
Key Programming
Add or adapt new keys remotely for supported brands and tools.
🧩 Example: Programming a new key to a BMW F10 using ENET cable and AutoExplain’s remote guidance.
Radio Anti-Theft Code Recovery
Recover security code for OEM radios after battery replacement or unit reset.
🧩 Example: Unlocking radio on Audi A4 B8 after battery change showed “SAFE” mode.
Remove Component Protection
Clear component protection when retrofitting used parts from another vehicle (VAG/Mercedes).
🧩 Example: Removing component protection after installing a used Audi MMI head unit in an A6 C7.

=> Key Programming Service

1.3. Instrument Cluster & Display Features

Perfect for customization, repairs, or replacement:

Instrument Cluster Coding & Adaptation
Change language, display settings, or mileage correction (where legal).
🧩 Example: Changing instrument cluster language from Japanese to English on a Lexus RX350 imported from Japan.
AMG Menu Activation
Unlock AMG-style performance display menus in non-AMG Mercedes digital dashboards.
🧩 Example: Enabling AMG speed and torque dials on a Mercedes C300 W205 cluster.
Video Monitor / VIM Activation
Allow video playback while driving, depending on firmware and regulations.
🧩 Example: Activating DVD playback while in motion on Mercedes COMAND NTG5.1 system.
Android Auto / Apple CarPlay Activation
Unlock factory support for smartphone mirroring without replacing the head unit.
🧩 Example: Enabling CarPlay on a 2017 Mercedes E-Class NTG5 with original screen.

1.4. Retrofit & Upgrade Support

Installed new hardware? We make it work correctly in your system.

Retrofit & Upgrade Configuration
Adapt new modules (like park assist, camera, sensors) to work as if installed from factory.
🧩 Example: Configuring a new 360° surround view camera retrofit on a BMW X5 G05.
Hidden Feature Activation
Unlock useful functions disabled by region or factory configuration.
🧩 Example: Activating folding mirrors and comfort turn signals on a VW Tiguan.
Region Conversion
Convert infotainment and ECU systems to work properly in a different region (language, radio frequency, maps).
🧩 Example: Converting a Japanese-imported Mercedes-Benz to European region for English language and EU radio frequencies.
Update Navigation Maps
Install the latest maps and firmware updates for factory GPS systems.
🧩 Example: Updating NTG5.1 map data to 2024 version on a Mercedes S-Class.

1.5. Calibration & Reset Functions

Ensure accurate operation of electronic systems after repairs or retrofits.

ADAS Calibration
Calibrate radar, camera, and ultrasonic systems after collision repair or module replacement.
🧩 Example: Recalibrating front camera after windshield replacement on Audi Q7.
Airmatic Suspension Adjustment
Reset and recalibrate air suspension height and behavior after replacement.
🧩 Example: Adjusting suspension level after air strut replacement on a Mercedes S550.
AdBlue / SCR Reset
Reset AdBlue system after refill or resolve SCR warning lights after component repair.
🧩 Example: Clearing AdBlue “No Start” countdown on Mercedes Sprinter.
VMAX Limiter Removal (Car & Truck)
Remove or raise speed limiter set by factory or fleet programming (when legally allowed).
🧩 Example: Increasing speed limiter from 90km/h to 130km/h on a Mercedes Actros truck.

=> Vehicle Update Navigation Map Service

1.6. Hidden Feature Activation (Retrofit Support)

Enable advanced features from factory that are hidden by region or configuration
Adapt vehicle to new installed hardware (e.g., camera, park assist, heated seats, etc.)
Remove speed warning chimes, enable video in motion (VIM), or Apple CarPlay

✅ Example: Activating auto-fold mirrors, digital speed display, lane assist, or ambient lighting on supported models

=> Coding Hidden Features Service

=> Activate Apple Carplay Service

1.7. Fault Code Diagnosis & Repair Support

Deep diagnostic scanning using dealer-level software
Remote interpretation of fault codes and live data
Guide you through wiring, sensor tests, and system resets
Support you during module replacement, adaptation, and testing

✅ Example: Diagnosing why ABS light remains on after sensor replacement, or why ESP inoperative appears after battery change

1.8. Software Recovery / ECU Unbricking

Restore ECUs that failed during improper flashing or corrupted updates
Reboot ECUs that won’t communicate due to bad firmware
Clear bootloader active state and restore normal function

✅ Example: Fixing “Bootloader Active” on Mercedes MED17 after interrupted flash

=> Airbag Module Reset Service

=> Reset Adblue Service

🧩 Supported Brands

We support remote services for the following brands:

Mercedes-Benz (incl. AMG, Sprinter)
VAG Group (Audi, VW, Skoda, SEAT)
BMW / MINI
Ford
General Motors (GM)
Jaguar Land Rover (JLR)
Nissan / Infiniti
Toyota / Lexus
Mazda

⚠️ Service availability depends on your tools and vehicle model. We will assess your setup for free before confirming service availability.

2. Remote Support Procedure

We follow a clear, transparent, and secure process to ensure your remote technical support session is smooth and risk-free. Here’s how it works:

2.1. Initial Contact & Vehicle Information Collection

Our technician will contact you to gather key information about your case. This includes:

Your vehicle’s VIN
Repair or replacement history (e.g., has any ECU, TCU, EZS, or key module been replaced recently?)
Your support request or intended outcome
A list of diagnostic tools or interfaces you currently have (e.g., C6, VAS5054A, J2534, Launch Smartlink, etc.)

2.2. Free Device & Vehicle Check

Once we receive your information, our technician will connect to your computer using TeamViewer or UltraViewer and perform a free diagnostic to:

Check whether your laptop and interface meet our minimum technical requirements
Scan your vehicle to evaluate the condition and feasibility of remote support

⚠️ Important: This diagnostic check is completely free of charge.
If any support agent attempts to charge a fee at this stage, please gather evidence and report it to AutoExplain. We will verify the case and issue a full refund if the complaint is valid.

2.3. Quotation & Payment

Once your setup is confirmed and your case is assessed, we will:

Provide a final quote based on your vehicle, the complexity of the task, and required tools
Accept payment via PayPal or Stripe

After payment, please send us a screenshot or image of your payment receipt for confirmation.

2.4. Group Creation & Technician Assignment

Upon payment confirmation, we will create a dedicated support group chat (via Messenger, WhatsApp, or Zalo) that includes:

You (the customer)
One or more AutoExplain technical support specialists

This ensures smooth communication throughout the session.

2.5. Remote Support Session

The technical support will be delivered using one of the following methods:

Method 1: Remote control via TeamViewer on your laptop
Method 2: Remote login via Launch SmartLink remote server

During the session, you may be asked to assist with tasks such as:

Powering the ignition ON/OFF
Checking cable connections or OBD plugs
Restarting the car or performing drive tests
Ensuring a stable and uninterrupted internet connection

Your active cooperation helps ensure a successful session.

2.6. Post-Service Testing & Feedback

After our technician completes the procedure and performs a drive test with you, we will:

Ask you to confirm that the issue has been resolved
Stay available for post-service follow-up

If within 1–2 weeks the issue persists, we will schedule a follow-up support session free of charge, provided:

The fault is not caused by new changes made by the customer
No additional software, hardware, or online license is required

2.7. Refund Policy – 100% Guarantee

If we are unable to resolve your issue, and no alternative solution is possible from our side, you will receive a full 100% refund via PayPal.

💡 PayPal ensures buyer protection, meaning if AutoExplain fails to deliver on the agreed service, you are entitled to open a dispute and receive your money back.
This gives you peace of mind and risk-free service from the start.

✅ Summary

Step	Action
1	Share your VIN, repair history, and tools
2	Get a free diagnostic check via TeamViewer
3	Receive a quote and make payment
4	Join the support group with a technician
5	Perform remote session via TeamViewer or Smartlink
6	Confirm fix through test and feedback
7	Full refund if we cannot solve your problem

3. What Do You Need to Prepare?

To ensure a smooth and successful remote support session, please prepare the following:

3.1. A Windows Laptop or PC

Windows 10 or 11 (64-bit) is recommended
At least 8GB RAM, 100GB free disk space
USB ports or LAN port available for diagnostic tool connection
Disable sleep mode and power-saving features before the session

3.2. Stable Internet Connection

A wired Ethernet connection is preferred
Wi-Fi is acceptable if stable and not shared heavily
Ensure TeamViewer or Launch Smartlink can stay connected without interruption

3.3. Supported Diagnostic Interface

Depending on your vehicle make, the required interface will vary:

3.3.1.Mercedes-Benz

SDConnect C4, C5, or C6 DOIP
Optional: DTS Monaco, Vediamo, Xentry pre-installed (we can help install if needed)

3.3.2. VAG Group (Audi, VW, Skoda, Seat)

VAS 5054A, VAS 6154, or J2534 devices
Required software: ODIS Service / Engineering

3.3.3. BMW / MINI

ENET cable, ICOM, or K+D-CAN USB
Software: ISTA-D, ISTA-P, E-Sys, Tool32, BMW Standard Tools

3.3.4. Ford / GM

J2534 Passthru Device (e.g., OpenPort 2.0, VXDIAG, Mongoose)
Software: Ford IDS, FDRS, GM GDS2, Tech2Win

3.3.5. Mazda

J2534 Passthru Device or VCM II
Software: Mazda IDS or MDARS (for newer models)

3.3.6. Nissan / Infiniti

VCI / Consult III Plus, or J2534-compatible interface
Software: Nissan Consult III Plus

3.3.7. Toyota / Lexus

VXDIAG, Techstream-compatible cable, or Mini VCI
Software: Toyota Techstream

3.3.8. Jaguar Land Rover (JLR)

DoIP-compatible J2534 device or JLR SDD/Pathfinder interface
Software: SDD (for older models), Pathfinder (for new models)

💡 If you are unsure whether your current interface is compatible, don’t worry — we will check your tools for free during the initial diagnostic phase.

3.4. Diagnostic Software

If you already have software installed, we’ll check and configure it
If not, we will assist you with installation before the session begins
Please make sure your antivirus and firewall are not blocking the tools

3.5. Screenshot or Picture of Your Setup (Optional but Helpful)

Helps us prepare faster
Especially useful if using third-party tools or non-standard setups

4. Our Commitment

At AutoExplain, we’re not just providing remote technical services — we’re delivering trust, expertise, and guaranteed results. Here’s what we promise every customer who chooses to work with us:

4.1. Transparent Pricing – No Hidden Fees

We believe in clear, upfront communication.
You will always receive a final quote before any payment is made.
There are no surprise charges, no hidden service fees, and no bait-and-switch tactics.

4.2. Free Pre-Diagnostic Check

We provide a 100% free remote diagnostic session before payment to:

Check if your tools are compatible
Ensure your vehicle’s condition allows for remote work
Confirm that we can actually fix your issue
You only pay if and when we’re confident we can help you.

🛑 If any agent asks for payment before this pre-check, please report them immediately. We will investigate and offer a full refund if needed.

4.3. Certified, Experienced Technicians

Our team includes professional automotive technicians with:

Years of experience in Mercedes-Benz, VAG, BMW, Ford, GM, JLR, Nissan, Toyota, Mazda, and more
Deep knowledge of tools like Xentry, ODIS, ISTA, GDS2, Techstream, and others
A proven track record of 1000+ successful remote sessions worldwide

4.4. Professional Tools & Secure Remote Access

We use only industry-standard tools and secured remote software like:

TeamViewer (licensed)
UltraViewer (for low-spec PCs)
Launch SmartLink (OEM-level remote access)

Your data, files, and systems are never copied, stored, or shared.

4.5. Full Post-Service Support

We continue to support you after the session is done:

If issues reappear within 7–14 days, and the fault is related to our work, we’ll fix it free of charge
If the issue cannot be resolved or we determine it’s on our side, you’ll receive a 100% full refund — no hassle

4.6. 100% Refund Guarantee via PayPal Protection

If, for any reason, we fail to deliver the service you paid for, you’re protected:

You can file a dispute via PayPal Buyer Protection
We will cooperate fully with the refund process
Most importantly, we aim to resolve the issue before it ever reaches that stage

Your trust is more valuable to us than any single transaction.

4.7. Friendly, Human-Centered Service

We understand that not all customers are tech-savvy.
That’s why we:

Explain each step clearly and patiently
Provide step-by-step instructions when needed
Never rush or leave you confused

💬 Whether you’re a workshop owner, a mechanic, or just a car owner — we treat you with the same respect and professionalism.

4.8. You’re in Full Control – 100% Refund If We’re at Fault

At AutoExplain, you remain in full control of the service at all times.
If at any point during the process you feel that:

The service cannot be completed as promised
The diagnosis was incorrect
The solution does not solve your issue
Or you are not satisfied with the direction of the session,

You have the full right to stop the service immediately — no questions asked.

We will then:

Pause all ongoing support actions
Review the situation together with you
And if the root of the issue is determined to be on our side,
we will issue a 100% full refund — without delay.

💡 Example cases where we refund without dispute:
We misdiagnosed the issue and the fix didn’t help
We promised a service that isn’t technically possible on your setup
We made a mistake that caused new fault codes or complications
We failed to complete the session within the agreed timeline due to internal errors

💵 How Refunds Work

Refunds are processed through PayPal or Stripe, depending on your original payment method
In most cases, we initiate the refund within 24 hours of approval
If you used PayPal, you can also open a buyer dispute for added security — we will fully cooperate
There are no processing or cancellation fees

=> Read Refund & Return Policy

🙌 Our Promise:

You will never be forced to continue a session if you’re uncomfortable.
You will never lose your money if we fail to deliver what we promised.
We believe in service by trust, not pressure.

We don’t just sell services — we build relationships.
If we can’t help, we’ll step back gracefully and refund fully.

5. When You Work with AutoExplain, You Get:

Honest consultation
Transparent pricing
Expert service
Guaranteed results — or your money back

You’re not just buying a one-time service — you’re gaining a trusted technical partner.

Choosing AutoExplain means choosing a partner who understands your vehicle, your tools, and your time. Here’s exactly what you can expect when you work with us:

5.1. Expert Diagnosis and Personalized Solutions

We don’t apply one-size-fits-all fixes.
Our team carefully reviews your:

Vehicle’s VIN and history
Current hardware and software environment
Exact symptoms and goals

We then tailor the service to fit your needs — not just what’s easy or fast.

5.2. Professional-Grade Tools and Software

We use only OEM-level tools, including:

Xentry, DTS Monaco, Vediamo for Mercedes
ODIS for VW/Audi/Skoda
ISTA-D/P for BMW
Techstream, GDS2, IDS, Pathfinder, and more

Our technicians are trained to work at the same level as dealership engineers, remotely.

5.3. Remote Support that Feels Local

Our remote sessions are built to feel like you’re working with a technician in the same room.
We:

Walk you through each step in real-time
Ask for your interaction only when absolutely necessary
Handle all coding, flashing, or configuration via secure connections

You’re never left guessing what’s happening — you’re informed and involved.

5.4. Clear Communication at Every Step

From first contact to final test, we keep communication open and easy:

We answer your questions in plain language
We confirm all actions before performing them
We notify you immediately if something unexpected arises
We create a dedicated chat group for smooth coordination

5.5. Transparent Pricing – No Surprises

You’ll always receive:

A clear quote before payment
A detailed explanation of what’s included
A guarantee that there will be no extra fees unless you approve them

You’re never billed for anything you didn’t ask for.

5.6. Full Refund Guarantee if We Can’t Help

If we’re not able to fix the issue as promised — due to misdiagnosis, technical limitations, or any mistake on our end — we will:

Stop the session upon your request
Explain the situation clearly
Refund 100% of your payment, no processing or handling fees

Our goal is to help — not to profit from failed outcomes.

5.7. Post-Service Support You Can Rely On

After the job is done, we’re still here:

If something feels off, you can contact us within 1–2 weeks
If the issue reappears and was caused by our work, we’ll fix it free
If further sessions are needed due to new findings, we’ll explain everything first

Your success is our long-term priority.

5.8. Respect, Patience, and True Partnership

Whether you’re a professional workshop or a first-time car owner, we treat every client with:

Patience — no rushing or technical jargon
Respect — we listen and adapt to your skill level
Partnership — your success is our mission, not just a task

Frequently Asked Questions (FAQ)

Do I need to remove the ECU and send it to you?
No. Everything is done remotely. You only need to connect a diagnostic tool to your vehicle.

What if the internet disconnects during the session?
We’ll simply reconnect and continue – your data is safe.

What if I’m not good with computers?
No worries! We’ll guide you step by step – you don’t need to be tech-savvy.

Can I use a cheap interface?
Some services require high-quality tools (C6, VAS6154). We’ll let you know before starting.

🚀 Ready to Get Started?

Whether you’re replacing a module, unlocking features, or fixing a stubborn fault — AutoExplain is here to help you remotely, securely, and professionally.

No matter where you are in the world, you can now access dealer-level technical support without leaving your garage.