NASTF Information Requests

Tracking: 216 Status: Closed
State: LA Name: Bill
Category of Request: Website Navigation/Administration Manufacturer:

Have you checked the OEM website?
Description of Repair unable to perform
Vida will not login. We have been inoperative on our Vida subscription access since 11/25. We sent in help request on 11/26 at which time they said we could not function until they sent out a new DVD (quarterly update). We never received the 3rd quarter update, therefore we finally got to the point where program would not work. Rec'd update DVD on Monday, Dec. 1st, but after installing per instructions still could not login. We sent additional help requests, but their response is very slow and not helpful. See transcript of correspondence below. We are still waiting for response to latest request. Their system is ridiculous, overpriced and not user friendly!
Description of Information not available
Description of steps taken to obtain information (help/contact function on website, websites, etc.)
Thread ID 16767 Name BILL CUTFORTH Status waiting for admin User VSHOP1 Topic Software Download Date Created 11/25/2008 04:42 PM Question: What is the VIN (Vehicle Identification Number) of the vehicle you are working on? Answer: YV1LW61J9Y2704648 Question: What is the model year of the vehicle you are working on? Answer: 2000 Question: What is the Software Part Number for the software download you are attempting to download? Answer: 9438430 Question: What operating system is installed on your computer, including service pack? Answer: XP PRO, SP2 Question: What Internet browser is installed on your computer, including service pack? Answer: IE 6.0 Question: IF YOU ARE REQUESTING A REFUND, what is the order date and what is the Order Number? Answer: VT1031411 Question: Please describe your download problem, including any error messages you received. Answer: After purchasing download and attempting to install it to vehicle, error message popped up: "Unhandled exception helpdesk". Please advise. Note - We have never been sent a new DVD...we are still on version 2008BU2E3...could that be the issue? We renew VIAO each month for 30 days. Question: What led to the software download? Include symptoms, Diagnostic Trouble Codes (DTCs), for all vehicle systems and all repairs performed recently. Answer: Customer requested additional key Question: What is the condition of the vehicle after the download? Include symptoms and Diagnostic Trouble Codes (DTCs) for all vehicle systems. Answer: No change...cannot program key Date: 11/26/2008 10:49 AM From: Administrator Message: You were not sent C or D? Your system will not run until you upgrade. We will send you 2008d. Date: 11/26/2008 11:40 AM From: Administrator Message: Version 2008C was sent to you some time ago. Version 2008D is being shipped to you today. Date: 11/26/2008 01:33 PM From: VSHOP1 Message: Will it be shipped overnight for Friday delivery? If so, great, except that we're not open this Friday. Can you have it delivered to my home address? Then I can come in over weekend and launch it so we'll be in business first thing Monday. If that is possible, the ship address is to: Bill Cutforth 10051 Old World Dr. Baton Rouge, LA 70817 Please advise - Thanks Date: 11/26/2008 02:23 PM From: Administrator Message: It is for a Friday delivery, however it was sent to the address on record: 10120 DARADELE AVE. Date: 12/01/2008 11:09 AM From: VSHOP1 Message: Hi, Just received our 2008 D DVD and am about to install it, but instructions say that we need to have installed C prior to the install of "D". We never received a Disc "C", so am I going to run into problems trying to go from "B" to "D"? Please respond asap, I need to do this right now. Thanks Date: 12/01/2008 12:22 PM From: Administrator Message: If you don't have C installed you can still install D but it will deregister your computer. You will need to run the file found on your computer: c:\vida\db\cleardatabase.bat When this is done restart your computer. This will restart the VIDA Monitor. When your computer boots up, from your desktop click on VIDA Configurator. On the Location tab click internet and save. OK through the pop-up and close. Now when the VIDA monitor (the V icon in the lower right system tray) is green or states VIDA running when you put your cursor over it, open VIDA to the login screen. Click on the registration time Guide one more and complete. Please update this help request with your progress. Date: 12/01/2008 04:34 PM From: VSHOP1 Message: Update: Followed your instructions exactly, but when clicking on registration guide, and following prompts, it tells me "You must deregister computer". (Your instructions said that installing the DVD would automatically deregister computer.) It tells me: "Login to Vida to deregister." W
Other Comments or Concerns
Mary Hutchinson - 12/12/2008 1:11:23 PM
Dear Mr. Cutforth, Thank you for following the proper process and allowing us to assist you by submitting a help request via We find this to be very successful in resolving our customers concerns. We are sorry to hear that you are unhappy with the service you recently received on your help request number 16767. The request was initiated because after attempting to install a software download you received and error message asking you to contact your local helpdesk. It was determined that this error was due to the fact that you were running an expired version (2008BU2E3) of VIDA. We immediately sent you the most current version (VIDA2008D). To minimize issues like this we post the current version of VIDA on the Volvotechinfo Homepage just under "Current VIDA Status". The current version of VIDA posting not only states the VIDA version but includes the eUpdate version as well. The message stating VIDA 2008D as the latest release was posted on Volvotechinfo home page on November 13. It was also indicated at that time that all users would need to update by November 25, 2008 or they could possibly lose the ability to access VIDA. The prior version of VIDA, 2008C was posted on the Homepage as the current version on September 30, 2008. In addition to the current version posting we also post release news on the different versions of VIDA in the blue band at the top of the page under VIDA. Subsequent eUpdates are also listed in that location under "eUpdates". We do this to help avoid a user from being locked out. The installation instructions that come with the new 2008D disc indicate that a computer will be deregistered if it currently has a version older that 2008C (which was your situation). Therefore, after you installed the new version we had to manually add your newly registered computer back to VIDA. Once that was done you were safely back in business. Thank you for the opportunity to address your concerns. Best Regards, Service Operations Specialist Volvo Cars of North America, LLC