Difficulties Using Basic Scanner Features

Menus or buttons are confusing:

Innova scanners come with a range of menu options, displays, and buttons, and we recognize that navigating them can be confusing—especially for customers who aren’t tech-savvy.

Support helps by breaking down each menu or button’s purpose in simple terms and tailoring step-by-step guidance to the exact model the customer owns. Our agents can simulate button presses verbally, ask the customer to describe what they see, and help them move past confusing icons or options with real-time hands-on support. We provide digital manuals, how-to videos, and encourage users to ask even what they think are the most basic questions.

Unsure how to read codes:

Even after a successful scan, many customers are unsure what to do next. Do they press another button to store the code, or is the information lost once the scanner disconnects? Is any specific order required?

We patiently review the scanning process, instructing customers on precisely when to press each button—whether to view, save, or print their results. We also explain how to read codes on the device or via PC-Link, and how to write down or take a photo of the code as backup. For users worried about accidentally deleting data, we clarify which buttons are "read-only" and which clear memory.

Unable to erase codes:

Customers frequently contact us when codes won’t erase or when the “Check Engine” light stays on even after following instructions.

Our support team first makes sure the engine is off during the process. We explain that not all codes can be erased directly: some require the underlying issue to be fixed first, or the car to complete a drive cycle. For stubborn cases, we advise clearing codes a second time, verifying the update on the dashboard, or using the scanner while the engine is running if model-appropriate. If a code simply can’t be cleared, we help the user interpret why—sometimes due to a serious safety issue or a fault that the car’s computer needs to see truly resolved.