Device not connected - No Autoscan

[Thijs67]

Today I recieved my new GS-911Wifi and registrated it instantly to service/ test my 2017 F700GS.
The software prompts "The device is not connected" (in dutch; Het apparaat is niet aangesloten) while it is USB connected to the PC and also to the bike.
Several seconds after that it prompts "Connection with a new vehicle detected. Perform an autoscan for a status overview." (Verbinding met een nieuw voertuig gedetecteerd. Voer een autoscan uit voor een status overzicht.) 
After that it won't autoscan. I can read all fault codes and by using the service functions it automatically added my VIN to the device. So everything works, except for the 'fault' prompts and the autoscan function. This also prevents me from printing status and fault code reports. I've already installed the latest firmware.
Does anyone have a clue or suggestion what to try?

[WayneC]

It sounds like you are using the Browser interface and cloud Service Functions at the same time as the GS911 is connected to the PC via USB, while that should be OK the issue you notice does seem odd, I would lodge a support ticket with Hexcode https://www.hexcode.co.za/contact-us-1

[Thijs67]

Today I configured the WiFi connections (as instructed by Helpdesk) and tested it again via wifi, to exclude USB connection failures. Unfortunately no difference for the autoscan function, it just doesn't work..
Helpdesk ticked was made yesterday, I hope they can figure out what's wrong.

[Wilco]

Autoscan in PC app and web app giving the same results?

[Thijs67]

Correct.
No autoscan function, either way.

[schuppi]

Hello
by the way, what's about the settings ?  Tools > connections

[Wilco]

Schuppi, those are the different ways your GS911 could possibly be connected to your PC.
Nine times out of ten you want to keep that on USB. If using a WiFi connection it is recommended to us the web app rather than the PC app.

[Wilco]

Correct.
No autoscan function, either way.

I'll respond on your support ticket to take this further.

[Thijs67]

Re-opend the ticked today, because the problem isn't solved yet.
Tested with new (beta) software, but still no Autoscan function.

[fusion2]

I have the exact same issue with 2017 BMW F800GS I have sent a helpdesk ticket into hex code.., any solutions here from the forum group?