CrashScan troubleshooting guide
Field Acquisition | App & Adapter | Vehicle Communication | Report & Evidence Integrity
Collision Sciences Inc. | CrashScan Technical Support | support@collisionsciences.ca | 1-877-363-1996
Customer-facing quick reference derived from the Collision Sciences Technical Support Knowledge Base and recurring support cases.
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First rule
Do not repeatedly rescan, bypass a security gateway, open a module, or attempt an invasive/direct-to-module procedure unless current CrashScan guidance or Collision Sciences Support specifically authorizes that route.
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Try this first - "not connected"
Most "not connected" calls are Bluetooth/phone-to-adapter connection issues. Before calling Support: 1. Confirm the CrashScan adapter is powered and Bluetooth is enabled on the phone/tablet. 2. Fully restart the phone/tablet, reopen CrashScan, and try connecting again. 3. If it still shows "not connected," forget/remove the existing Bluetooth pairing and re-pair the approved adapter using the CrashScan pairing method. 4. Do NOT use the OBD Switch unless CrashScan or the current vehicle-specific instructions explicitly require it. Leave it out of the connection path for normal scans. 5. If the adapter still will not connect, note the exact message shown in the app and contact Collision Sciences Support.
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Quick triage
- Verify the exact VIN, model year, make/model and market before troubleshooting.
- Check the current CrashScan Vehicle Support Lookup before assuming a vehicle is supported.
- Use stable vehicle power and the verified ignition/key state required for the scan.
- For normal scans, do not use the OBD Switch unless the app/current vehicle guidance specifically requires it.
- Capture the exact error, screenshots, scan/case ID, timestamp, app/OS version and connection photos before escalating.
1. Vehicle not shown as supported Confirm VIN/year/make/model/market and check the current authoritative support lookup. Naming, trim and market differences can matter. Do not assume support simply because another EDR tool lists the vehicle. Stop / escalate: If support remains uncertain or the architecture is new, stop and ask Support before repeated scanning or alternate acquisition.
2. No VIN / no module communication A powered OBD connector does not necessarily mean the required vehicle modules are communicating. Confirm the key/ignition is in the verified ON state, vehicle power is stable, and the approved connector/adapter setup is correct. Stop / escalate: If the vehicle is collision-damaged, wiring/network damage is suspected, or module response remains absent, escalate rather than probing unknown wiring.
3. Bluetooth adapter will not pair Treat "not connected" first as a Bluetooth/phone-to-adapter issue. Confirm adapter power/indicator state and phone Bluetooth permissions. Restart the phone/tablet. If needed, forget/remove the existing pairing and re-pair the approved adapter using the CrashScan pairing method before calling Support. Stop / escalate: If the adapter fails consistently across multiple known-good devices, record the adapter serial and contact Support for replacement review.
4. CrashScan app freezes or hangs Record app version, mobile OS, device model and the exact progress point. Restart the app, reseat the powered adapter, confirm ignition state, then test the kit on a known-good supported vehicle if practical. Stop / escalate: Stop repeated subject-vehicle attempts after a consistent failure, especially if the same kit succeeds on a known-good vehicle.
5. OBD Switch / alternate pin routing Do NOT use the OBD Switch for a normal scan unless CrashScan or the current vehicle-specific guidance explicitly requires it. Adding the switch unnecessarily or selecting the wrong position can create communication/scan errors. Stop / escalate: Never experiment with pin routing on an unlisted vehicle. Escalate uncertain connector identity or wiring.
6. Security gateway blocks OBD retrieval Some vehicles may contain EDR data but prevent normal OBD retrieval through a security-gateway architecture. Confirm the vehicle/support note and rule out basic power/setup errors first. Stop / escalate: Do not attempt unapproved gateway bypass. Ask Support about approved alternatives such as D2M/module processing where available.
7. Scan appears successful but report says unsupported A green/success indicator can mean communication steps completed; it does not by itself guarantee that the vehicle/module decode is validated. Capture the screen/report, verify vehicle identity and check the current support database. Stop / escalate: Do not promise a final EDR report from the UI indicator alone. Escalate unsupported bytes or a support-database conflict.
8. No crash event / no pre-crash data A completed acquisition with "No Crash Data" or missing fields is not automatically a failed scan. The module may not contain a qualifying event or may not store the requested field. Review the report limitations and preserve the result. Stop / escalate: Do not infer why an event is absent from the empty result alone. Escalate legal or evidentiary conclusions when the cause matters.
9. VIN mismatch or inconsistent scans Match VIN, module and report IDs; verify both uploads completed; preserve the acquired/module-reported value and any correction trail. A prior module replacement or metadata error is possible, but should not be assumed. Stop / escalate: Escalate any unexplained raw-data/provenance mismatch or possible cross-case association.
10. Damaged vehicle or removed module Document the vehicle/module condition, labels and connectors. For damaged or removed modules, use only the current approved D2M/Lab Kit or specialist processing route. Fire-damaged modules require specialist review before energizing or opening. Stop / escalate: Stop before invasive testing, desoldering, chip-off, unknown pinouts or repeated powering of a damaged exhibit.
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What to send Collision Sciences support
- VIN, year, make/model and market
- Case/scan/report ID and timestamp
- Exact error text and screenshots
- App version, phone/tablet model and OS
- OBD adapter serial / indicator state
- Photos of connector path / module labels when relevant
- Whether the vehicle is collision/fire damaged
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