Can't reset service reminder on 2016 R1200RS

[Lee]

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.

[WayneC]

Look on the http://www.hexcode.co.za/products/gs-911/function-chart to check and confirm Hexcode have implemented the function for that new model

[Lee]

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

[WayneC]

OK, I would suggest you lodge a support ticket with Hexcode, I reckon they would want to take a look into your problem

[Lee]

Do you have a link for that?

[Lee]

Do I have to answer Verification questions every time I post on this site?

[WayneC]

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

[Lee]

Thanks Wayne

[Lee]

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.

[WayneC]

Yes they are good on support and looking at these problems, they will get to the bottom of it for you

[Lee]

Hexcode is still working on my problem without any luck.

[Lee]

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.

[Lee]

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.

[WayneC]

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

[RandyL]

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?