Unable to log in since 2-21-22 on genuine Xentry Kit 4

Marvin Owner/Technician Texas Posted   Latest  
Resolved
NASTF
Programming
2017 Mercedes-Benz C300 2.0L (274.920) 7-spd (722.9) — 55SWF4JB7HU210882

What repair are you unable to perform?

I am not able to log in to use Xentry/DAS on genuine Xentry Kit 4. Current license/subscription less than 1 year old. I can not even perform a simple vehicle test or diag session.

What information are you having trouble obtaining?

Log in credentials to Xentry for diagnosis and programming on genuine Xentry Kit 4 are blocked.

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

I have reached out through emails and phone calls. I have also opened a support ticket #…, which the last response was on 2-23-22 that said we're looking into it and sending it to a higher level. I finally got a call on 2-25-222. As per Mr. Mirek Koziel, Germany has the technology to find out if someone is using illegal Xentry installs. How exactly they arrived at that assumption whether being IP address, VIN tracking, address, zip code or whatever. He can not tell me. The problem is, I do not have a laptop with illegal software installed in the shop. So my only solution is to physically remove all laptops and PC's from the shop/network. I have sent an email on 2-25-22 to as per a request by Mr. Koziel where I have stated that all laptops and personal computers have been physically removed from my shop/network. The only device in the shop/network as of right now is the Xentry Kit 4. He requested the email in order to proceed with account unblocking. Since 2-25-22, no more communication from them. No response to emails or phone calls.

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Donny Manager
Colorado
Donny OEM Notification
 

Marvin, I have shared with our contact at MB USA

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OEM Notification Ð Awarded
Marvin Owner/Technician
Texas
Marvin
 

Thank you, sir.

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Ð Awarded
Marvin Owner/Technician
Texas
Marvin
 

Another day in paradise…. it has been now 2 weeks. I keep getting the run around from mbusa. I am not able to do anything…. not even scan a vehicle. Talk about frustration. What else can I do on my end????

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Ð Awarded
Donny Manager
Colorado
Donny Update
 

Marvin, MB USA states: Just wanted to give a quick update on this --- last week, our team determined that Marvin D. Diaz from Renn Motors has been blocked due to an illegal device detected in his workshop. He advised last week that he has removed said device and we subsequently requested for his account to be unblocked. His account has since been reinstated. If you agree that your tool is…

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Update Ð Awarded
Marvin Owner/Technician
Texas
Marvin
 

I do not agree with this. The account was never reinstated. I received an email on 3-7-22, stating my account had been unblocked. I tried to log in at 0900am and account still blocked. I received an email today, stating my account was blocked again. No explanation as to why. It makes no sense to me, how can they block the account again if it was never reinstated. I have tried calling and no…

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Ð Awarded
Donny Manager
Colorado
Donny
 

Well then, let's go back to the well.

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Ð Awarded
Donny Manager
Colorado
Donny OEM Notification
 

Automaker contacted - Round 2

+1
OEM Notification Ð Awarded
Helpful
Marvin Owner/Technician
Texas
Marvin
 

Hey Donny…. Just an update. As of this morning account is back on.

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Ð Awarded
Donny Manager
Colorado
Donny Resolution
 

Closing this SIR. Automaker reported that there was a hardware ID on the account that did not match their records. They have subsequently worked out these details with Mr Diaz and have reinstated his account as of 3-9-22

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Resolution Ð Awarded