Frequenly Asked Questions
Q: The LED On the Cable only lights up for a second when plugged in?
A: The LED operation is normal, the cable should only light very briefly when first plugged in. The LED cycles when plugged in, and will only light up again during active data transfer.
Q: What is the switch on the Pro KDCAN Cable for?
A: The switch bridges pins 7&8 on the cable which is required for older model BMW's. Common belief is this has to do with the model year which is incorrect, its actually has to do with the chassis model.
Q: Ok, So what direction should I put the switch in for my car?
A: E46, E39, E53, E38, E83 and anything older set the switch LEFT, for models such as E90, E60, E70, E88 and anything newer set the switch RIGHT, Ignore the middle position.
Q: I just got your cable and plugged it in for MHD and/or XHP but it says "no cable detected".
A: Remember, all cables are tested prior to shipping, so 99 out of 100 times, its not the cable. Here are a few things to check first before contacting us.
- Make sure your android device is OTG compatible. Many are, but not all. Don't count on the device being new to mean its compatible. Do a quick google of your device model and see what the general info says. There are apps on the Play Store as well that can check the OTG status of your phone and do basic diagnostics.
-Make sure your OTG adaptor is functioning. A simple test is to use the OTG adaptor and plug the flash drive into your device. If it detects the flash drive and lets you access the contents, your OTG is working so its time to move on.
-Restart your device and make sure ProTool, MHD and/or XHP is updated to the newest version.
Q: I'm having trouble setting up and/or using the software on your downloads page, can I get some help?
A: It depends on the extent of the help your looking for, we don't mind answering one-off questions here and there, but we don't offer support on the software. It's not our software, we didn't create it. There is a ton of info throughout the web on how to use it. We just making finding it a little easier.
Q: How does your warranty/return process work?
A: If for some reason your product is defective or stops working within its warranty period, you simply need to contact us and let us know. We'll have you ship the product back so we can find out what's going on. It is encouraged that the user is honest in this aspect. If not, we reserve the right to cut off service.
As for refunds, we do not offer refunds on received products due to the possibility of you ordering the product, using it for what you need it for then trying to return it. If you need to return the product because of an issue, as mentioned above, we're glad to replace it within its warranty period.
Q: The app is giving me an error when trying to purchase the license(s). What's wrong?
A: We see this very often. It's usually Google blocking the transaction because of the cost of the licenses. It throws up red flags on their system. Here are a few options;
- 1. Contact Google to see if they can help you resolve the issue.
- 2. If you're purchasing the Master License, we can license you on the back-end. So contact us on Facebook or email for assistance
- 3. If you're only purchasing the Coding or Diagnostic, you can get pre-paid Google Play card(s) from a convenience store. Load those on your account and you should be able to purchase the license without issue.
Q: I purchased the license and now ProTool is asking for me to purchase the license again. What do I do?
A: The way to fix this normally unless you have multiple accounts signed into Google Play is launching our app, top right menu Licensing > Sync; If that does not resolve the issue you can contact us via email or Facebook.
Q: Can I change devices and will ProTool follow me when I do change devices?
A: Yes, it can as long as you use the same Google Play account information.
Q: Is ProTool subscription a monthly, yearly or lifetime?
A: Currently our license(s) are for the lifetime of the product, you only pay once.
Q: Are there any plans for iOS version for ProTool ?
A: Possibly sometime in the future. We are focused on one platform to bring the most complete and stable product for our customers.
Q: How much is ProTool license(s)?
A: Our Master license which is both Coding and Diagnostic license combined is: $144.99. The diagnostic license is $84.99. The coding license is $74.99.
Q: Can I use another cable besides a BimmerGeeks cable with ProTool ?
A: Yes. The app does not need to be used with a BimmerGeeks K+DCAN cable, it's just a recommendation.
Q: Can I use another Bluetooth adapter besides the BimmerGeeks Bluetooth that I use for another app with ProTool ?
A: We advise strongly against it. Our Bluetooth was designed specifically to handle the communications with the car between the app. Some tasks, if not completed properly can damage your car and leave it inoperable.
Q: When are early E and F/G chassis support coming for ProTool ?
A: At this time we don't have a timeline on release. We are working hard on developing the logic for it.
Q: What kind of device do I need to use ProTool?
A: Andriod based phone or tablet version 4.3 and above. The device must be OTG compatible as well.
Q: Can I use a laptop with ProTool ?
A: We have seen it done, it's just not recommended. The app was not designed to be used on an emulator on a laptop.
Q: Can I save my error codes on ProTool and how do I access them?
A: Yes, you'll have the option to save it from down below, "Save Codes". To access, you'll need to go into your device's external storage, find the "ProTool" folder.
Q: Can ProTool datalog live data and where does it store the file?
A: Yes, it can. To access, you'll need to go into your device's external storage, find the "ProTool" folder and access "Logging" folder.
Q: What is ProTool's refund policy?
A: Refunds are typically only available on special cases. If the app has been used for any diagnostic or coding features, a refund will not be approved. BimmerGeeks reserves the right to deny any refunds once the app has been used to perform task on a vehicle.