–Before you email: quick answers– 

Note that we do not provide tuning support, definitions, etc. We can be contacted regarding product inquiries and bug support only. 

• “I need to update my app”
  Use the My Account page to access your downloads
• “I have a new PC” or “I wiped my PC”
  Use the My Account page move your license to a new PC
• “No Internet connection”?
  This means you must update your app! See answer to the above
• “What ECU do I have?”
  Check out our ECU Identification page to determine your ECU and what flash tool you need.
• “Do you have bench pinouts?”
  Yes, see the pinouts section on the website.
• “My EWS checkbox is grayed out.”
  This means the ECU requires unlock first. Read the readme file for instructions.
• “I can’t communicate with ECU.”
  Check power, use a high quality cable, ensure you are using the correct app, diagnose why there is no connection between car and ECU. 
• “I receive packet loss errors.”
  Ensure you are using a high quality cable. Most 2007+ ECUs communicate via DCAN and cheap cables simply do not work well with these ECUs. Also ensure you are not running the app straight out of the zip. Always extract the zip to a normal folder then run the app. 
• “My cable works with INPA, so it must be good quality”
  Wrong. High speed data flashing is different from basic diagnostics. See answer to above for more details. See video here https://www.youtube.com/watch?v=vpWSxRwG7BE
• “Do you have definition files?”
  No. However, you can find some great definitions (XDF) from our friends over at MS4x.net