Visit Roadranger.com for more information about ServiceRanger 4, including updates, service bulletins, and other frequently asked questions.

Transcription

1 Visit Roadranger.com for more information about ServiceRanger 4, including updates, service bulletins, and other frequently asked questions. If you need assistance you can call Roadranger Technical Assistance Call Center at HELP (4357). The following information will be required to help resolve any software issues you may be having. Please capture and record the information before calling and be prepared to the information and required screen shots to upon Call Center request. Required Information Customer Information Business Name: Contact Name: Phone: ( ) - Vehicle Information When does this issue occur? Only this vehicle All vehicles VIN: Make: Model: Transmission Model Number: Transmission Serial Number: Fleet Unit Number: PC Information 1. Do you have PC administrator permissions? Yes No 2. Does the facility have an IT Administrator person? Yes No If yes, please provide their contact information. Name: Phone: ( ) Is the PC currently connected to the Internet? Yes No 4. Have any changes been made to the PC recently such as new software loaded, new hardware, or new peripherals? No Yes (Explain below.) Was ServiceRanger 4 running correctly prior to these changes? Yes No Page 1 of 7 RRCC0018

2 Issue Information 1. In what ServiceRanger 4 function did the error occur? (Check one) Vehicle Connection Issue Data Monitor Function Fault Code Function TECU Configuration Programming TECU Update Programming Service Activity Reports Service Guides Product Service Routines Other Issue 2. If an Error Message window appeared with Send Error Report button did you click on it to send it? Yes No 3. Provide detailed description of issue include sequence of steps you took before any errors occurred. 4. Capture screen shot(s) of the issue and any Error or Warning messages as they occur using the Print Screen keyboard function and Paste into . Note: See Appendix A for tips on how to use the Print Screen button for screen captures Page 2 of 7 RRCC0018

3 System Information If ServiceRanger 4 Will Open Note: If ServiceRanger 4 will not open go to the next section System Information ServiceRanger 4 Will Not Open. Capture System Information from the ServiceRanger Help menu. 1. Open ServiceRanger Select Help button from the top menu. (top right side) 3. Select System Information from the dropdown menu. 4. Select the Copy button at bottom of the System Information window. 5. Paste information into Page 3 of 7 RRCC0018

4 Create a Service Activity Report if the issue is specific to a procedure performed on the vehicle. 1. Open ServiceRanger Select the Connect button from the top menu (top left side) to connect to the vehicle. 3. Once connected, select the Service Activity Report button from the top menu. (right side) 4. Enter vehicle and repair order information in the appropriate fields. 5. Select Start Report button. Note: The system retrieves information from the vehicle. (This may take a few minutes.) 6. Once completed, the Service Report is created and displayed. 7. Select the Send to Eaton button. 8. Select Close Report button to close Page 4 of 7 RRCC0018

5 System Information ServiceRanger 4 Will Not Open Capture PC Operating System information from the Windows Computer function. 1. Right click on Computer icon on the Desktop. 2. Select Properties. 3. Capture screen shot of PC Operating System information using the Print Screen keyboard function and Paste into . Note: See Appendix A for tips on how to use the Print Screen button for screen captures. Example: Capture Vehicle Communications Adapter information using your communication adapter software utility Make: Model or Part number: Driver version (if known): Page 5 of 7 RRCC0018

6 Capture your ServiceRanger 4 Serial Number and also Paste into . Your Serial Number can be found by logging into your ServiceRanger 4 account online or you can look for it in the you received confirming your license purchase. Example: Appendix A How to use Print Screen to capture the entire screen using a laptop keyboard 1. Using your keyboard, press and hold down the Fn key which is normally found at the bottom left of the keyboard. It may have a border around it or even be a different color to the other keys. Find a key called PrtSc or PrtScn which is normally located at the top right of the keyboard and press; then release both keys. Please note, the PrtScn key may be situated on a key which is called something else too. 2. You will now have a screen shot in the Clipboard ready to use. The Clipboard is a temporary storage which is used in the next step. Important: There is no confirmation displayed when you capture a screen shot. 3. Open up an , click on the area you wish to Paste your print screen and press and hold down the Ctrl key and then the V key. This Pastes the screen print from the Clipboard to your . Note: You can also right-click on the area and select Paste from the menu that appears Page 6 of 7 RRCC0018

7 How to use Print Screen to capture the entire screen using a full desktop keyboard 1. Using your keyboard, press the key which is situated on the top right of your keyboard (to the right of your F12 key) labeled either Print Screen or PrtScn. 2. You will now have a screen shot in the Clipboard ready to use. The Clipboard is a temporary storage which is used in the next step. Important: There is no confirmation displayed when you capture a screen shot. 3. Open up an , click on the area you wish to Paste your print screen and press and hold down the Ctrl key and then the V key. This will Paste the screen print from the Clipboard to your . Note: You can also right-click on the area and select Paste from the menu that appears. How to Print Screen a selected Window Follow the process detailed above but press the Alt key (bottom left next to the spacebar) and press the Print Screen key while the Alt key is still being pressed. This will then copy the selected window to the clipboard ready for pasting. Need help locating the Print Screen key? The following photos are examples of laptop and desktop PC keyboards Page 7 of 7 RRCC0018