ServiceMaxx J1708 & J1939 Troubleshooting Aid

This document contains troubleshooting options for the following:

• Java Issues
• Issues Running on 64-Bit Machines
• Issues with NAVCoM or NAVLink Interfaces
• Miscellaneous Troubleshooting Suggestions

Java Issues

Note: ServiceMaxx works best with Java Version 6 Update 27.

If you are experiencing problems with ServiceMaxx, there may be a problem with Java. The following solutions may help to solve these,Java related problems:

• Unable to Launch
• Application Error: Security Exception

Unable to Launch

If ServiceMaxx displays the message Unable to Launch, you probably have the wrong version of Java installed.

To delete ServiceMaxx and reinstall:

• Select Start from your Windows desktop
• Select Run
• Type javaws -viewer in the text box

The Java Cache Viewer is displayed

 

• Select ServiceMaxx from the list of applications
• With ServiceMaxx highlighted, right-click to display the pop-up box.
• Click Delete
• Select Resources from the Show drop-down list (located at the top of the Java Cache Viewer window)

• Remove any ServiceMaxx references.
• There may be multiple ServiceMaxx references (see screen example above).
• Remove them all.
• Select Deleted from the Show drop-down list at the top of the Java Cache Viewer
  window.
• With ServiceMaxx highlighted, right-click to display the pop-up box.
• Click Delete.
• ServiceMaxx Troubleshooting Aid Page 3
• Check the Java version by following the path (from your Windows desktop): Start > Control Panel > Programs and Features (for Windows 7 users) or Start > Settings > Control Panel > Add Remove Programs (for Windows XP users)
• Remove any versions of Java other than Java 6 Update 27.
• Click Close
• Navigate to the following website: here

• Click the word “here” on the International website page (see above) to download Java 6 Update 27
• Click Launch ServiceMaxx (located in the navigation panel of the International website (see above) to reinstall the application on your PC

Application Error: Security Exception

If ServiceMaxx displays the message Security Exception, you may need to change Java network settings

To change Java network settings:

1. Select Start from your Windows desktop.
2. Select Control Panel.
3. Double-click Java.

The Java Control Panel is displayed

• Select Network Settings.

The Network Proxy Settings box is displayed

• Select Direct connection.
• Click OK.
• Click Apply.
• Close the Java Control Panel

Issues Running on 64-Bit Machines

This following addresses some of the known issues with ServiceMaxx running on 64-Bit machines.
Symptoms
ServiceMaxx displays the following messages:

• FFFF-FFFF software ID after launching.
• ServiceMaxx will expire on… (e.g., an inappropriate date in the past like Dec. 31
  1969).
• Register the program as the Administrator for use with all users.
• Unable to fetch MachineID. Registration Failed. Please run as an administrator. If problems persist, contact CSO.
• The following application error occurred:
• C:\Users\xxxx\AppData\Local\Temp\win32.dll; can’t load IA 32-bit .dll on a AMD 64-bit platform.
• Password generated for ServiceMaxx Software ID xxxx-xxxxx not working.

Resolutions

Resolution 1

FFFF-FFFF Software ID

Ensure that you are running ServiceMaxx as an Administrator.

• Do one of the following:

Right-click on the ServiceMaxx icon, and click Run as administrator

or

Right-click on Properties. Then, click on the Compatibility Tab.

Make sure the Run this program as an administrator check box is checked, and click OK

Resolution 2
Inappropriate Expiration Date

To resolve this issue, follow the instructions under Java Issue “Unable to Launch” earlier in this document.

Resolution 3
Register Program as Administrator for All Users

To resolve this issue, follow the instructions under “Resolution 1” earlier in
this document.

Resolution 4

Unable to Fetch MachineID

To resolve this issue, follow the instructions under “Resolution 1” earlier in
this document.

Resolution 5

Application Error

This message is displayed because the computer has a 64-bit version of Windows 7 or Windows Vista installed on a machine that has 32-bit internal components.

To fix this problem, the correct 32-bit version of Windows 7 or Windows Vista
must be installed on the machine.

Resolution 6

Password for ServiceMaxx Software ID Not Working

To resolve this issue, follow the instructions under Java Issue “Unable to Launch” earlier in this document.

ServiceMaxx Troubleshooting Aid Page 8

Issues with NAVCoM or NAVLink Interfaces

When using the NAVCoM or NAVLink interfaces, ServiceMaxx may tend to open then close automatically.
Symptoms

• ServiceMaxx crashes.
• Multiple Error files displayed on the Windows desktop (files will typically start with hs_err_…).

• Keyword 2000 is selected under the protocol selection.

 

Miscellaneous Troubleshooting Suggestions

• Close ServiceMaxx.
• Disconnect the cable from the computer, but leave it connected to the vehicle.
• Reopen ServiceMaxx.
• Select the protocol (e.g., J1708 or J1939) that corresponds to your vehicle year.
• Reconnect the USB end of the cable to the computer.Once you have completed steps 1 through 5, you should see vehicle information
  from the ServiceMaxx application.
• If you do not see vehicle information, check your connections to the vehicle and to
  the computer.
• If after checking the connections you still do not see vehicle information, do one of
  the following:

Under File, select Turn on/off Communications Link. or Press F6 on your keyboard.

• If after turning on the Communications Link you still do not see vehicle Information. Please refer to IK2700014.
• If after updating your NAVCoM /NAVLink drivers you still do not see vehicle information, open a case file on ISIS to have the issue resolved by the EZ-Tech® Support Team. Please refer to IK2700019.