Knowledge Base

Question 1

I failed to purchase the software/update, but I received the message "The product has been moved"

Accepted Answer

Please contact tech support and provide a screenshot of the message received.

Question 2

Why am I receiving an "Install Failed" error when attempting to download software?

Accepted Answer

Android: Long hold the app icon, go to app info > storage > Clear cache and try the download again. iOS: Go to Me > Settings > Clear Cache and try the download again.

Question 3

Why am I unable to use PayPal or Apple Pay to purchase software/updates directly?

Accepted Answer

Please contact the dealer you purchased the device from to purchase software/updates directly.

Question 4

How can I transfer my software if I purchase a new AP200/HT200 code reader after my previous one was damaged/stolen?

Accepted Answer

If you need to transfer your software, please contact tech support and provide the following: Old and New serial number, and the reason for the software transfer.

Question 5

What information should I provide if an error occurs on the AP200/HT200 code reader?

Accepted Answer

Please provide: the serial number of the device, your phone details (brand, model, software version, etc.), and screenshots or video of the error on the device.

Question 6

Why am I receiving an "Acquire Failed" error when I try to log in?

Accepted Answer

Check if you are able to see "Log in Later" at the bottom right corner of the login screen. If not, please make sure to download MaxiAP200 to your AP200.

Question 7

Why am I receiving the error message "The vehicle does not support current language"?

Accepted Answer

Please contact tech support and provide your serial number to change the sales contract to all languages.

Question 8

When should I upload data logs via MaxiTools?

Accepted Answer

Logs are collected via MaxiTools when errors most likely related to system program issues occur — generally before accessing internal diagnostic function menus or before starting to diagnose the vehicle (e.g., when accessing a specific system, reading DTCs, or performing active tests).

Question 9

Why am I receiving an error message after factory resetting my device?

Accepted Answer

This generally occurs after a factory reset on a device that is out of subscription. Go to ES File Explorer > SD Card > Scan > apk_back and reinstall MaxiDas.apk. If the apk_back folder is not found on the SD card, please upload the data log via MaxiTools and contact tech support.

Question 10

Why is my device stuck on the startup screen?

Accepted Answer

If the device has a valid subscription, flash the device with a program that will delete all data. If the device is out of subscription, flash the device with a program that will not delete all data first. If the device is still stuck, contact tech support.

Question 11

Why has the MaxiSYS program stopped?

Accepted Answer

Please check if your device is on the blacklist. If not, please upload logs via MaxiTools for further details.

Question 12

What should I do if the update list doesn't load?

Accepted Answer

Check for a network issue. Check if Autel's server IPs are blocked by your internet provider. Try connecting the device to another Wi-Fi connection or your phone's hotspot. If the update list loads but has issues, go to System Settings > Storage to check internal space, and check if MaxiUI version is too low.

Question 13

What should I do if I see an "Authorization" error?

Accepted Answer

For the error "Software is not authorized!": Go to ES File Explorer > Scan folder and check if there is a file named "authorization.txt". If not found, contact tech support for further assistance.

Question 14

What should I do if the subscription on my device runs out?

Accepted Answer

Send a screenshot of the error message received, describe what you were doing on the device prior to the error, and upload the corresponding data logs via MaxiTools by reproducing the issue and collecting logs after the error occurs.

Question 15

What if the device is still in active subscription but showing errors?

Accepted Answer

Connect the device to Wi-Fi and click the Authorization button to finish authorization. Alternatively, uninstall the software or erase the SD card, then download the software again to resolve the issue.

Question 16

How can I collect and upload data logs using the AP200/HT200?

Accepted Answer

Click the log icon at the bottom of the screen to start the log collecting process. The icon will light up when active. If the problem occurs during the diagnostic process, click the icon again to end the log collecting process, then upload the log file.

Question 17

On my tablet tool, what should I do if I receive a "Network Busy" error when attempting to upload data logs?

Accepted Answer

After a log is collected, a log file is automatically created and stored on your device. Go to ES File Explorer > Scan > Data logging to find the corresponding vehicle folder. You will see log files (generally a zip file named by date) that you can upload.

Question 18

What should I do when I'm having software issues on my MX/MK, DS808 or MaxiSys tool?

Accepted Answer

Data logs should be collected when you encounter software issues during the diagnostic process — such as when accessing a specific system, reading or clearing DTCs, reading or decoding VIN, reading live data, or performing active tests.

Question 19

What precautions should I take when I encounter a software issue?

Accepted Answer

Describe the problems/errors in detail. Upload the corresponding data logs (see MaxiTools upload instructions). Make sure the data logs collected are valid and complete — a valid log starts from when you first encounter the issue.

Question 20

What steps should I take if I encounter a failure to perform a specific function?

Accepted Answer

Check if all pre-conditions are fully satisfied. Record the diagnostic process in video and send to tech support. Provide the make, model, year and VIN of the vehicle, a screenshot of the About page of your device, and the specific function you were attempting.

Question 21

Why did I receive a "Linking Error" message when using the OBDII software?

Accepted Answer

Check if the vehicle being tested is OBDII compliant (EOBD or JOBD is not supported). Note that vehicles adopted the OBDII system at different times: Europe since 2006, USA since 1996. If the vehicle is OBDII compliant and the error persists, contact tech support.

Question 22

Why am I receiving a communication failure with all modules?

Accepted Answer

Check if the OBDII cable is working — try another cable to confirm. Check if the OBDII function is communicating properly. Check if there are any issues with the vehicle itself. Test another vehicle to confirm if the issue is vehicle-specific or tool-related.

Question 23

Why am I receiving a communication error on a specific module when other modules are communicating well?

Accepted Answer

Check if there are any problems, especially connection issues, in that specific module. Check for related issues or error codes in other modules and fix those first. If the error persists, record a video of your diagnostic process and send to tech support.