Trouble Connecting or Installing the Scanner

Can’t find the OBD2 port:

Many customers, especially those who are new to automotive diagnostics, struggle to locate the OBD2 port in their vehicle. Although the port’s location is standard (typically beneath the dashboard on the driver’s side), it’s often hidden by trim panels or tucked behind pedals, making it hard to spot—especially in unfamiliar cars.

Our support agents provide easy-to-follow guides, including diagrams and, when possible, vehicle-specific photos to guide users step-by-step. We also explain how to safely move or remove covers, ensuring the customer does not damage any interior pieces. For cases where the port simply isn’t where the customer expects, we reference specialized vehicle databases to pinpoint the odd locations used in some models.

Cannot insert the connector:

Another frequent issue is trouble actually connecting the scanner to the port. Users often worry about damaging the pins or connector, especially if things feel stiff or slightly misaligned. In other cases, the customer is unknowingly holding the plug in the wrong orientation or is using excessive force.

Our team demonstrates how the connector should line up without resistance and provides reassurance about normal tightness versus a real problem. If the issue persists, we guide the customer to inspect the pins for bending, double-check that they are using the correct port, and help rule out common mistakes like mixing up the OBD2 port with other sockets.

Scanner won’t turn on:

Sometimes, after connecting the device, users find that the scanner display doesn’t power up, leading to concerns about whether the product is faulty or if their vehicle is to blame.

We first verify that the ignition is in the correct position (usually ‘on’ but the engine not running), then walk users through trying the scanner on a second vehicle (if available) to help narrow down the cause. If the issue seems to be with the car, we advise on checking fuses related to the OBD2 power, and we provide next steps if the device itself shows any signs of hardware malfunction.