Frequently Asked Questions

 

My update did not automatically start, how can I start it manually?

To start the update process manually, please take the following steps:

  1. Locate the Computer (or My Computer) icon and double-click it.
  2. Locate the appropriate DVD, right-click and choose Open.
  3. Locate Setup.exe and double-click it.

During my update, I received an error 1305. What do I do?

Error 1305 typically indicates that there is an issue reading from the DVD. You can try the following to resolve error 1305:

  1. Verify the DVD is clean and free of any smudges/scratches.
  2. Try another copy of the same DVD.
  3. Re-start the update from a different/external DVD drive.

If you have tried all of the above, it’s possible that the DVD, or DVD drive is defective. Please contact support for further assistance.

After my update completed, the Final Configuration failed. What do I do?

Click Finish on the update window.

Please attempt to run the Final Configuration again by restarting the update.
You can restart the update by either:

Re-inserting DVD1 into your DVD drive.

Or:

  1. Locate the Computer (or My Computer) icon and double-click it.
  2. Locate the appropriate DVD, right-click and choose Open.
  3. Locate Setup.exe and double-click it.

If the final configuration failed error persists, please contact support.

After finishing my update, I get an error 500 when opening the EPC. What do I do?

It is possible that sections of the update did not complete properly and must finish installing before the EPC will open. Please attempt to restart the update to ensure that all sections of the update are finished installing. You can restart the update by either:

Re-inserting DVD1 into your DVD drive.

Or:

  1. Locate the Computer (or My Computer) icon and double-click it.
  2. Locate the appropriate DVD, right-click and choose Open.
  3. Locate Setup.exe and double-click it.

If the error 500 persists, please contact support.

Why am I receiving this update?

If the update has a green “YOU MUST LOAD DVD” sticker on the back:

The update you received is considered a “baseline” update and is sent to all dealers. It is necessary to run this update to install certain software updates. If this update is not installed, the EPC data will become stale as the online updates are not able to be completed.

If there is no sticker on the back:

You received this update DVD because we have identified that online updates are not being completed at your dealership. This DVD ensures that your EPC data remains current. If you intend to use online updates, please follow the included instructions within the mailer to enable the capability. If you did not receive the mailer, or have further questions please contact support.

When opening the EPC, I receive a Page Cannot be Displayed error. What do I do?

Please attempt to restart the computer which your EPC is installed on. It’s possible that necessary services are not running, restarting the computer should start these necessary services. If the problem persists after restart, please contact support for further assistance.