FAQ’s

Does Multi-MUX support diagnostics of CAMU? . . .

No, this is supported by the Multi-AID diagnostic tool. If you do not have the Multi-Aid application please contact Actia on 01686 611166 for details.

Can I purchase additional Bolt-ON's after my purchase? . . .

Yes this is possible and will allign with your core renewal date, please contact Actia on 01686 611150 for the purchase of additional Bolt-on licence.

I have no email capability on my laptop to license my kit - what do I do? . . .

To license your Multi-MUX please follow the instruction on the quick start guide sent with your licence key. Please contact Actia Helpdesk on 01686 611166 if a new copy of the quick start guide is required

My Multi-MUX will not update - what do I need to do? . . .

You can download the most recent copy from the link on the email you have received with your licence key. Please contact Actia Helpdesk on 01686 611166 if a new link is required.

I cannot connect my Euro 6 Solo with Multi-MUX . . .

To be able to connect this vehicle type you need the following cable 505-01-2700 9 PinJ1939 cable adapter. If you do not have one, please contact Actia on 01686 611150.

The software says it needs an update - what do I do? . . .

Firstly, check if the software version of Multi-Aid is newer than the age of the vehicle. If the software is older than the vehicle, please download and install the latest version. Please visit the "support" section of our website and visit "software downloads". If the software is newer than the vehicle, please contact the OEM for the vehicle type as the software in the vehicle needs updating. They will advise which software needs to be added to the vehicle.

How do I know what file needs to be downloaded into the CAMU? . . .

You can contact the OEM and they will be able to advise you, or if you have another vehicle in your fleet that is the same type, you can check the software of this vehicle and it will tell you which is the correct software.

The file that I need to programme into the CAMU is not showing on the list as available, why? . . .

Please contact the OEM as the file you are looking for has been superseded by a newer version. They will be able to advise you the correct version for your vehicle.

My Multi-Aid is in licence but it has currently lost its licence - what do I need to do? . . .

Firstly, you should check if your computer is currently going through Windows updates. If it is, please let this run and complete. Once completed, please try your Multi-Aid again. If it is still asking for an unlock code please contact Actia support team on 01686 611166 or email us at helpdesk@actia.co.uk

My Multi-Aid diagnostic tool reports that an IOU is in degraded mode . . .

When the Multibus system wakes up, it performs a slave unit addressing process. Each IOU is woken up by an addressing wire switching between 0v and 24v. The addressing wire is connected to CN2:1 or CN3:1 of CAMU or IOU. If during this addressing process, an IOU does not communicate with the Master Unit (CAMU, MultiC), then it will be reported as in "Degraded Mode". This fault usually occurs when there is a break in the addressing wire to the IOU. If the CAN communication wires to the IOU are ok, the IOU will continue to operate over CAN. However, if a new IOU is ever fitted to the system with this kind of fault, it will fail to operate.

My Cummins Functionality key does not work - what do I do? . . .

You must let your current functionality key expire to let the new one work. If the issue still occurs after the expirery please contact the Actia Helpdesk on 01686 611166

My Functionality code on my Cummins is showing invalid - what do I do? . . .

Your licence needs updating. In the licence configuration tool click on the "Update licence" button.

When trying to connect to my vehicle the error code 5204 is showing - what do I need to do? . . .

Please check the following conditions:

1. The key switch is on
2. The cables between the interface and ECM are properly connected
3. The cables are in good condition
4. The correct interface type is selected
5. The correct communication protocol is selected

If after checking all of the above the error code is still showing, then try connecting to another vehicle. If communication is ok with the other vehicle then it is the original vehicle that has a fault. If the error code is still showing on the 2nd vehicle please contact the Helpdesk on 01686 611166.

My Expert Code is not working . . .

Every year, with the first software update your Expert Code will change. Please ring the Actia Helpdesk on 01686 611166 for your new code.

Where do I get my expert code from? . . .

Please ring the Actia Helpdesk on 01686 611166.

My Multi-Diag will not connect through Bluetooth . . .

You should go into the main menu and VCI configuration. If the Communication Mode is set to USB, change it to Bluetooth. You must select "tick" to confirm the change. Then close down Multi-Diag completely. Re open it and go back into the VCI configuration. It should still show as being set to Bluetooth. Connect the VCI to a power source and then perform a Connection Test. If this is OK then you can now connect using Bluetooth. If this fails then please contact the Actia Helpdesk on 01686 611166.

The vehicle I want to connect to is not available - what do I need to do? . . .

Your vehicle is made up from multiple ECUs. If the vehicle manufacturer is not listed, then the part of the vehicle that you are trying to diagnose might be. If you go through the Manufactures functionality within Multi-Diag, you may find the part of the vehicle here e.g. Cummins for the engine. If you still cannot find the part of the vehicle or the functionality is not there then please contact the Actia Helpdesk on 01686 611166.

The vehicle system I want to connect to is not available - what do I need to do? . . .

Please contact the Actia Helpdesk on 01686 611166 for assistance and they will advise you of the process. The information that will be required is the following: Vehicle, Model & Year, Chassis Number, ECU Reference and the system that you are trying to diagnose.

What do I need to do when I receive my update disc? . . .

Upon receipt of your update, please connect the VCI through the USB and insert the disc into your laptop. It will automatically start the update and you will just need to follow the instructions on the screen.

I have damaged my VCI - what do I need to do to get it fixed? . . .

In the first instance, please contact the Actia Helpdesk on 01686 611166. They will be able to advise if your VCI can be repaired or whether you will need to purchase a new one depending on the damage.

My Multi-Diag Software is showing a 006 Communication error - what do I need to do? . . .

In the first instance, you need to check that the Firmware in your VCI is up to date. You can do this by going into the Main Menu and VCI configuration and clicking Update Device. If the Firmware needs updating then it will update. If it is up to date it will confirm this to you. If the Firmware is up to date and you still receive the 006 Communication Error, then please contact the Helpdesk on 01686 611166.

How long does my licence last for? . . .

Your licence lasts for 12 months and then you pay a renewal cost which will last for the next 12 months.

My Multi-MUX licence is about to expire - what do I need to do? . . .

You will start receiving reminder emails when your licence is due to expire within the next 30 days and there will also be a count down on the Home Screen of your Multi-MUX software. The email will state the costs of your renewal. Once payment is made for your renewal you will be sent an email to renew your Multi-MUX. Please refer to the 099-60-6551 Multi-Mux quickstart guide.pdf document on how to activate your renewal.

Can I transfer my Multi-MUX licence? . . .

Yes, in the event of your PC failing please contact Actia on 01686 611166 for the transfer of your licence.

My Multi-MUX has lost its licence - what do I need to do? . . .

Please contact Actia on 01686 611166 who will assist relicensing your Multi-MUX.

I have vehicles with both HD and XD systems, can I view footage with the same software? . . .

Yes, as long as you are running the latest version of the software, which is 3.0 or later.

I have vehicles with both HD and XD systems, can I view footage with the same reviewer station? . . .

No, you cannot use the same reviewer station. The BOP EQ/HD uses the BOP EQ/HD reviewer station and the BOP XD uses the converter station.

What is the password for the software?. . .

The user name should say - Operator and the password should be "reviewer".

How do I export footage to disk?. . .

Please refer to the user manual.If a new user manual is required please see our "User manuals" under "Support" on our website.