NASTF Information Requests

Tracking: 342 Status: Closed
State: CA Name: Antonio
Category of Request: Reprogramming Manufacturer: 2008 BMW X5

Inquiry
Have you checked the OEM website?
Yes
Description of Repair unable to perform
Since the end of April, 2010, I have sporadically used ISTA/D and ISTA/P without any major problems, except one time in August when our laptop's motherboard broke. I have also helped several of my friends to load the ISTA system to their computers without problems/errors. In my experience, the load time for ISTA/D has consistently been 3 minutes or less, and 4 mins or less for ISTA/P. Sometime around the middle of September, however, the BMWTIS.com web site was changed and the new ISTA version was implemented (?). ISTA/D now can take anywhere from 7 to 10 minutes to load and sometimes doesn't load at all and it shuts down; I haven't tried ISTA/P yet. I am now writing to file a serious complaint regarding the functioning of the system. On Tuesday October 19, 2010 at around 3 pm, I connected a 2008 X5 to the ISTA/D with ICOM to diagnose a Check Engine Light. After ISTA/D had the vehicle ID, it began a short test, and then just sat, no progress at all. I do not know whether ISIS stopped working, the internet connection failed, or my computer stopped working, but the progress stopped. I waited 30 minutes, then closed the program and initiated another session. This time I got no communication with vehicle, and the following error message: "An error has occured. Fault code: 41/1 Fault text: It cannot be determined whether there is a connection to the vehicle." I tried again to connect several times, got same error code and no communication with ICOM. Tried again after 10, 15, 20 minute waits, hoping to reset ICOM, no luck. Next day still no communication. Have tried several times over the last few days with other vehicles without luck. On October 20, 2010 at 9 am I filed a Support Inquiry with the BMWTIS.com technical support help desk, and got a call from Orsolya Haba about 30 mins later. Se requested the ISTA logs, which I sent her at 10:14 am. Despite a few emails over the following few days, there is still no resolution for the lost ICOM communication. I understand that ISIS has to take control, and locks the diagnosis head (ICOM in my case) for every session to avoid any communicaion conflict. I don't understand however, why ISIS cannot automatically release the Diagnosis Head after it loses communication for an extended period. In a situation like this, we cannot use our unit for any other diagnosis work, and our ability to service and maintain our customers' cars is seriously impacted. This is more than an inconvenience. We purchased an expensive tool, and pay a premium for BMW's subscription, and through no fault of our own, we are left with a tool which has been out of commision for a week. I find that unacceptable.
Description of Information not available
ICOM lost communication with ISTA/D, havent tried with ISTA/P yet.
Description of steps taken to obtain information (help/contact function on website, websites, etc.)
Contacted BMWTIS.com link to technical support
Other Comments or Concerns
Notes
Mary Hutchinson - 11/18/2010
See subcommittee response (final note) in Information Request number 299 for details on the results of NASTF Service Information Committee subcommittee review of this issue.
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