Xentry access blocked for 2 weeks now, MB unresponsive and will not fix. User ID locked

Justin Owner Maryland Posted   Latest  
OEM Notified
NASTF
Programming
Tooling
2010 Mercedes-Benz C300 3.0L (272.947) 7-spd (722.9)
startekinfo.com

What repair are you unable to perform?

Our Xentry user ID has been blocked for unknown reasons for over 2 weeks now preventing us from using the machine at all. Our Xentry is on its own dedicated and secure network at the direction of MBUSA to prevent any issues. Xentry user help desk does not answer the phone. I have sent approx 10 emails to xsf support, mbdiagnosis and Mirek with no headway in resolving the issue

What information are you having trouble obtaining?

Use of Xentry machine

What steps have you taken to obtain the information you need?

Multiple emails to all MB support channels that I am aware of

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Matthew Mobile Technician
Florida
Matthew
 

I just order my Xentry a month ago and the Idea of being locked out of a 31k tool has me nervous. hopefully you can get this resolved

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Matthew Owner/Technician
Georgia
Matthew
 

I can’t see this not ending in a lawsuit, hundreds of thousands in damages MBUSA is causing to legit users across the nation with 0 transparency.

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Matthew Mobile Technician
Florida
Matthew
 

The amount of money MBUSA can throw at it vs the average shop owner 🤯

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Marvin Owner/Technician
Texas
Marvin
 

You are right…Not being able to use the machine even for a quick scan for 30 days can cause anyone thousands of $'s. But Germany does not care, there is no one in the USA that can stop them from doing this. I just want to work in peace!

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Matthew Mobile Technician
Florida
Matthew
 

They will care if you put a charge back on the card 🤔

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Marvin Owner/Technician
Texas
Marvin
 

It's happened to me twice, in the 1.5 years I have owned the tool. Both times, it took them over 30 days to get the account unblocked. Another XKT4 owner from Florida, told me that he got blocked because someone used an offline Xentry software installation on a car he worked one, more than 24hrs after he connected to the car. Same thing happened to me the second time, I connected to a vehicle on…

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Donny Manager
Colorado
Donny OEM Notification
 

I have asked our MB USA contact to get involved.

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Helpful
Thanks
Justin Owner
Maryland
Justin
 

Thank you for the quick response. Hopefully it expedites this

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Donny Manager
Colorado
Donny
 

MB USA has responded and escalated to their “UHP”

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Thanks
Matt Technical Support Specialist
Minnesota
Matt
 

Hi Donny We have had the same issue as well. We were able to do an SCN coding last month just fine, now have two vehicles waiting for it. I have sent numerous emails to the MBUSA support email and tried calling their … number which goes to dead air and never completes. I have also emailed Mirek and received no response. My Xentry purchase was … so I am still well within the…

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Marvin Owner/Technician
Texas
Marvin
 

Open a Service Information Request here. Not that it helps getting anything resolved faster. But really Germany is crossing the line with this BS about offline Xentry installs. Unless we come together and do something about it, it will continue to happen. The guys here in the USA are pretty much powerless. They are over worked and under staffed. Or it could also be that they don't care about…

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Matt Technical Support Specialist
Minnesota
Matt
 

So, Mirek just got back to me now. He said to restart the computer and it will work. Looks like we did that and there was an update to the program. We installed it and we are able to diagnose again. Once we are finished with this Sprinter (we only used it for Sprinters), we will try to see if the coding will work on the other one that has been sitting for over two weeks.

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Matt Technical Support Specialist
Minnesota
Matt
 

“The use has XENTRY Flash access authorization” is my requirement that is not met, so SCN coding not working still; reaching back out to Mirek. Will update with the fix or whatever happens.

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Justin Owner
Maryland
Justin
 

This issue is finally resolved on my end after 4 weeks of zero usage of Xentry. FYI… You MUST have a dedicated and secured Xentry only network that has a FIREWALL otherwise they will shut you down for anything they see on your network that they don't like, this includes a mobile programming service.

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Marvin Owner/Technician
Texas
Marvin
 

They are actually looking at VIN connection. My XKT4 is the only device on its own network, yet I got blocked because I connected to a car on a Thursday night and some one connected to the same car with an illegal Xentry install prior to the vehicle getting to my shop. Once I was able to talk to Mirek he provided all the info to include VIN #'s and HW ID's. He also told me that the connection…

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