GS-911 and ezCAN User Forum
General Category => General Discussion => Topic started by: Lee on May 09, 2016, 01:57:16 AM
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I had a yellow GS-911 and never had a problem, but when I tried to reset the service reminder today with my new red unit I received this error message" Negative response to controller"
I was connected to my netbook by USB when I tried. I did a fault scan to make sure it was communicating with the bike and that function worked.
My wife also has a 2016 R1200RS and the same thing happened with hers.
The service light is not on but we have a trip coming up in another week and wanted to make sure the yellow triangle did not come on during the trip.
With the older yellow unit I could reset the service reminder before it displayed on the dash.
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Look on the http://www.hexcode.co.za/products/gs-911/function-chart (http://www.hexcode.co.za/products/gs-911/function-chart) to check and confirm Hexcode have implemented the function for that new model
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It shows Yes under Service Reminder.
R1200RS LC ECU information Read/Clear Fault codes Real-time values Service functionality Service Reminders
Engine (BMS-X) yes yes yes yes yes
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OK, I would suggest you lodge a support ticket with Hexcode, I reckon they would want to take a look into your problem
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Do you have a link for that?
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Do I have to answer Verification questions every time I post on this site?
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Do you have a link for that?
Apologies, thought you would have seen the contact page, http://www.hexcode.co.za/contact-us-1, you will see Help Desk Email
Do I have to answer Verification questions every time I post on this site?
The verification requirement goes away reasonably quickly once you have posted a few times
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Thanks Wayne
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I sent a Log to Hexcode and they replied back today asking to try a couple different custom mileage numbers.
I had already tied that but tried again and sent another Log.
Hexcode does seem fast to reply.
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Yes they are good on support and looking at these problems, they will get to the bottom of it for you
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Hexcode is still working on my problem without any luck.
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I received a email from Hexcode this morning and it looks like I have a bad unit and needs to be replaced.
They said the SD card failed.
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Hexcode and Twisted Throttle have been great with customer service.
Hexcode contacted Twisted Throttle first thing this morning to let them know I needed a replacement.
Early this morning I had several emails from Twisted Throttle and Genny. One email had a FedEx return label and they said they would overnight a new unit so I could take it on our trip tomorrow.
I emailed back that I did not have a FedEx office in our town or nearby. Pretty soon I get a phone call from Genny to get everything sorted out.
I decided to not have the new unit overnighted and have them ship it so it will arrive about the time we return home.
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Good to hear Lee, thanks for letting us know it is the level of customer service I have seen from Hexcode and the resellers in the past, a pleasure to see
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I just went to reset my service reminder on my R1200RS and had exactly the same problem. I just sent an e-mail to Hexcode with a screen dump of the error message. I find it hard to believe my unit is defective too, I suspect something the software in the unit. My s/n is 182 and I think that is a relatively early unit, what was your s/n?
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I just went to reset my service reminder on my R1200RS and had exactly the same problem. I just sent an e-mail to Hexcode with a screen dump of the error message. I find it hard to believe my unit is defective too, I suspect something the software in the unit. My s/n is 182 and I think that is a relatively early unit, what was your s/n?
Hexcode will get it sorted for you but in the mean time do an update on your GS911 WiFi and ensure it is updated to the latest firmware version
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Hexcode will get it sorted for you but in the mean time do an update on your GS911 WiFi and ensure it is updated to the latest firmware version
Thanks Wayne but I just checked again and I'm running the latest firmware and app software. Will standby for Hexcode to respond.
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I just went to reset my service reminder on my R1200RS and had exactly the same problem. I just sent an e-mail to Hexcode with a screen dump of the error message. I find it hard to believe my unit is defective too, I suspect something the software in the unit. My s/n is 182 and I think that is a relatively early unit, what was your s/n?
SN ends in 410. Date 9/28/2015
The replacement unit I received shows the same error message as before and would not reset the service reminder using a laptop.. It did work using my phone, but it will not let me use a custom date and time.
On the 30th Hexcode told me they would check my log and get back with me. I have not heard back from them.
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Lee,
Thanks very much for the info. I took your lead and used the iPhone app and the default service time/interval and was able to reset the reminder. Now at least I don't need to look at the "SERVICE" warning all the time while riding. I then went in and changed the date and interval to a non-default value and the controller rejected it just as before, so the same result you got. Clearly the problem isn't with our units but rather something in the software.
I hope Hexcode address this as the GS-911 provides precious little functionality other than resetting the service reminders, and doing so with intervals of your choosing. At best it is a read-only device for error codes otherwise and a questionable value proposition.
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Lee,
Thanks very much for the info. I took your lead and used the iPhone app and the default service time/interval and was able to reset the reminder. Now at least I don't need to look at the "SERVICE" warning all the time while riding. I then went in and changed the date and interval to a non-default value and the controller rejected it just as before, so the same result you got. Clearly the problem isn't with our units but rather something in the software.
I hope Hexcode address this as the GS-911 provides precious little functionality other than resetting the service reminders, and doing so with intervals of your choosing. At best it is a read-only device for error codes otherwise and a questionable value proposition.
Thanks for confirming you are having the same problems as me with the same model bike.
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You have a case of new model blues here, clearly there is a bug in the PC Software but the Cloud Services has been updated to resolve it, that will be implemented into to next PC software version. It also takes time to develop and test all the diagnostics routines on new models so the functionality for the 2016 model will improve over time to be the same as earlier models.
The other thing to always keep in mind with the GS911 WiFi is it is 2 tools in one, when being used with the USB connection and PC software it is operating the same as the earlier GS911 with the intelligence in the PC software. When operating in WiFi mode it is using internal intelligence plus the Cloud Services
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Gents
We can confirm that it is indeed the KOMBI53 instrument cluster on the new RS that has this negative response issue.
We are in the process to source our own instrument cluster to see if we can reproduce this issue in-house. In the meantime we have had some feedback from users that using the web interface and the Cloud server combination with standard settings does indeed reset the service interval as expected. This leads us to believe this issue might be timing related as the instructions follow slower after another over the internet based Cloud server than the PC application.
Hope this workaround helps for the interim until we can develop an update in the next version of the PC application.
Regards
Peet
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Gents
We can confirm that it is indeed the KOMBI53 instrument cluster on the new RS that has this negative response issue.
We are in the process to source our own instrument cluster to see if we can reproduce this issue in-house. In the meantime we have had some feedback from users that using the web interface and the Cloud server combination with standard settings does indeed reset the service interval as expected. This leads us to believe this issue might be timing related as the instructions follow slower after another over the internet based Cloud server than the PC application.
Hope this workaround helps for the interim until we can develop an update in the next version of the PC application.
Regards
Peet
Thanks for the info Peet. I also received a detailed email from one of the Hexcode staff early this morning.
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Hope this workaround helps for the interim until we can develop an update in the next version of the PC application.
Regards
Peet
Thanks Peet, I can confirm that the workaround works. Appreciate you staying on it to get it fully resolved.
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Peet, another quick thought: would you please post something in this thread so those of us following it will be alerted when the software is fixed?
Thanks!
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Hope this workaround helps for the interim until we can develop an update in the next version of the PC application.
Regards
Peet
Peet, I have not had a chance to check.
Was the problem fixed in the July update?
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Sorry Gents
The issue is still in the latest PC release.
We did not manage to source a KOMBI53 in time so this bugfix fell off the table.
Still the Web workaround for now I'm afraid.
Peet
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Thanks for the reply Peet.
Don't forget about us :)
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Thanks for the reply Peet.
Don't forget about us :)
Yes indeed, please don't forget about us!
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Any update on the service reset problem?
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Crickets
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Crickets
This has been my experience too....
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Crickets
This has been my experience too....
Do you also have a R1200RS?
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Crickets
This has been my experience too....
Do you also have a R1200RS?
No I have a 2016 GS and logged a case with them because the fault was unknown. They told me they needed to debug the software then never heard anything back
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They were very helpful to start with, but it appears they have given up.
They need a instrument cluster before they can figure out the problem with the R1200RS and that will not be easy to obtain.
It's been 5 months.
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They were very helpful to start with, but it appears they have given up.
Sorry but blindly making assumptions that they have given up is not helpful or appropriate, what would be appropriate is to make an enquiry on the support email and ask how the resolution is progressing since you logged a fault with Hexcode. There are updates and fixes re 2016 model and other models under test at the moment and I would not be surprised if this problem was in the updates but I did not see it specifically mentioned
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There are updates and fixes re 2016 model and other models under test at the moment and I would not be surprised if this problem was in the updates but I did not see it specifically mentioned
The fix was not in the last update.
I sent a email to hexcode again this morning asking if any progress has been made.
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The fix was not in the last update.
I sent a email to hexcode again this morning asking if any progress has been made.
OK, good, sorry to be grumpy but asking Hexcode is better than idle chatter, I have also enquired
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The fix was not in the last update.
I sent a email to hexcode again this morning asking if any progress has been made.
OK, good, sorry to be grumpy but asking Hexcode is better than idle chatter, I have also enquired
Since other R1200RS owners are having the same problem, I hope one of the Hexcode staff will also answer here.
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Hi guys
I am responsible for fixing this issue, and I want to assure you that we have definitely not forgotten about it. We recognise that this is the most useful function to most users, and we also want to get it fixed as soon as possible. However, without having access to an XKOMBI53 cluster controller, it is not straight-forward to diagnose the problem and implement a solution. It appears that the new R1200R bikes have the same controller and are also affected. These models are relatively speaking very new, and so far it has proved difficult to get access to such a controller. We regret that this process is taking so long, but please understand that this is one of many improvements and queries that currently require our attention. This also makes it hard to respond to all queries in a timely manner.
We are about to release a new version of the software, but unfortunately it will not include a fix for this issue yet. Your patience is greatly appreciated, and I shall post an update here when we have better news.
Lee, I have received your latest query on your support ticket, and will respond to that separately.
Thanks :)
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I hope Hexcode address this as the GS-911 provides precious little functionality other than resetting the service reminders, and doing so with intervals of your choosing. At best it is a read-only device for error codes otherwise and a questionable value proposition.
Hi RandyL, are you sure about that? Haven't you explored any of the other functions that the GS-911 provides for your bike? We do spend a lot of effort to provide a substantial set of useful functions. I suppose it might not be obvious to recognise their value until something breaks, or you have to replace your tires (with new pressure sensors), or unless you service your own bike. Though, I do know there are many enthusiasts who enjoy logging and analyzing the real-time sensor values while they are riding, for example.
Also note that the GS-911 is not built to only support your bike model, and there are plenty of differences in the protocols that different bike models use. Since the GS-911 takes care of all that complexity, you won't have to worry if you ever decide to get a different model bike, or if you would like to help out a fellow rider with fault finding on their bike.
That being said, I want to repeat that we do recognise the service reminder reset to be the most useful function to most users.
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Thanks for the update Francois.
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Having the same problem on a 2015 R1200R. Get a null error when I try to open the service reminder reset page. Software is up-to-date. :(
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Having the same problem on a 2015 R1200R. Get a null error when I try to open the service reminder reset page. Software is up-to-date. :(
We are aware of this problem in the latest firmware update. It is caused by some unknown network condition that we have not been able to replicate at our office yet. Until we find a solution, there seems to be a work-around that you can try. Go to the engine controller menu for your bike and read the ECU info, then go back to special functions and you should not get the null error again when using the reset service reminder function.
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Thank you for the information. I was able to reset the service reminder to the factory recommended interval (which I prefer) using the app on my Samsung Galaxy S7. The PC or iPad options wouldn't work. Thanks again for the prompt reply.
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Thanks for the update Francois.
Good news! We currently have an RS in our garage for testing, and it looks like we found the source of the problem. There are a number of other things that also need attention right now, but we should be able to release a solution for this issue swiftly. :D
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Even better news! We have a work-around that you can use to reset your service reminder right now with the existing GS-911 PC app.
The work-around requires that you use the "Choose custom date / mileage" function, and it should work for both the R1200R and R1200RS that have the XKOMBI53 instrument cluster.
The problem is that the XKOMBI53 cluster controller only accepts a service distance that differs from the bike's current odo value in increments of 100 km. Example: if your bike odo is currently at 10345 km, your service reminder distance can be set to 10445 km, 10545 km, 10645 km, etc. But, the cluster controller will not allow 10349 km or 10449 km or 10549 km, and also not 10355 km or 10455 km or 10555 km, etc. In other words, the last two digits of your service reminder distance must be exactly the same as the last two digits of your odo value, but only for km.
For those people working in miles, you'll have to do a conversion, but it may be easier to just set the GS-911 app to use km while you are resetting your service reminder.
We'll get this fixed in the app so that you won't see an error message for invalid values in future.
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Hello Francois
Perfect problem-solving, welldone !
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Good news.
I'll give this a try in the next couple days.
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It works :)
Using the work-around I was able to reset the service reminder using a windows laptop. It worked on both of our R1200RS bikes.
It took two tries on my wife's bike but it worked :) The way I type I may have typed the wrong number for the mileage.
Thanks for the fix.
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Great :)
Hello Lee
thank you for your feedback :D
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Even better news! We have a work-around that you can use to reset your service reminder right now with the existing GS-911 PC app.
The work-around requires that you use the "Choose custom date / mileage" function, and it should work for both the R1200R and R1200RS that have the XKOMBI53 instrument cluster.
The problem is that the XKOMBI53 cluster controller only accepts a service distance that differs from the bike's current odo value in increments of 100 km. Example: if your bike odo is currently at 10345 km, your service reminder distance can be set to 10445 km, 10545 km, 10645 km, etc. But, the cluster controller will not allow 10349 km or 10449 km or 10549 km, and also not 10355 km or 10455 km or 10555 km, etc. In other words, the last two digits of your service reminder distance must be exactly the same as the last two digits of your odo value, but only for km.
For those people working in miles, you'll have to do a conversion, but it may be easier to just set the GS-911 app to use km while you are resetting your service reminder.
We'll get this fixed in the app so that you won't see an error message for invalid values in future.
I see this statement in the latest update info.
Allow service reminder reset on new 2015+ R1200R and R1200RS bikes by writing acceptable interval distances
I take it acceptable interval means using the work around mentioned above?
Too lazy to go out in the cold garage to try the latest update :)
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Be brave rug up and get out there ;D, it is too hot here to go out and remove the dash from my machine ;D
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I see this statement in the latest update info.
Allow service reminder reset on new 2015+ R1200R and R1200RS bikes by writing acceptable interval distances
I take it acceptable interval means using the work around mentioned above?
Too lazy to go out in the cold garage to try the latest update :)
Hi Lee. This is slightly better than the work-around. :) With the update, you can now do a normal reset any way you prefer and the software will automatically recalculate the service distance to the nearest value that the controller will accept. When you get around to trying it out, let us know what you think, especially if anything seems confusing. We'd be happy to improve it more if needed.
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I see this statement in the latest update info.
Allow service reminder reset on new 2015+ R1200R and R1200RS bikes by writing acceptable interval distances
I take it acceptable interval means using the work around mentioned above?
Too lazy to go out in the cold garage to try the latest update :)
Hi Lee. This is slightly better than the work-around. :) With the update, you can now do a normal reset any way you prefer and the software will automatically recalculate the service distance to the nearest value that the controller will accept. When you get around to trying it out, let us know what you think, especially if anything seems confusing. We'd be happy to improve it more if needed.
Sounds good.
Thanks
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I reset back to miles and tried it. Using Custom, no matter how many miles I entered it would change it by 7,400 miles.
After messing with it for a hour or so I gave up, set it back to Km and used the work around method.
I'll wait till spring when it's warmer and try the next update.
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When you get around to trying it out, let us know what you think, especially if anything seems confusing. We'd be happy to improve it more if needed.
The update did not fix the problem.
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Thanks for the update Francois.
Good news! We currently have an RS in our garage for testing,
Is the RS still available to you so you can continue to work on the problem?
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Is the RS still available to you so you can continue to work on the problem?
Unfortunately, no. But, I'll have a look and see what could have caused the result you are seeing. I guess you won't be able to send us the application logs for the time when this happened, since it was more than a week ago. When you get another chance to re-run the function, could you please send those logs so that we can see what went wrong?
Can you remember at all what specific values you tried with the custom reset?
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Is the RS still available to you so you can continue to work on the problem?
Can you remember at all what specific values you tried with the custom reset?
No. I tried several different values, all in miles, and all more than 6,000 miles.
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IT WORKS NOW :)
The end of Dec I was using 1612.7 and today I updated to 1612.9
Using 1612.9 I was able to use the Custom mileage reset on my Windows laptop.
I had the unit set to miles.
I did not send a data log since it worked. Let me know if you still need a data log.
Thank You
:) :) :) :)
Is the RS still available to you so you can continue to work on the problem?
Unfortunately, no. But, I'll have a look and see what could have caused the result you are seeing. I guess you won't be able to send us the application logs for the time when this happened, since it was more than a week ago. When you get another chance to re-run the function, could you please send those logs so that we can see what went wrong?
Can you remember at all what specific values you tried with the custom reset?