Support Policy

Faultmate MSV-2:

(Including Rovacom, Rovacom Lite, Rovacom pro, Faultmate MV, SV & MSV - 1)
To provide technical support for our Faultmate MSV-2, we have formed a special Owner’s only area on our web site which includes a Technical Support Forum. Once an owner’s account has been activated, by using the passwords supplied during that process, specific or general questions can be posted here to be read and answered by other owners, distributors and most notably all the staff at Blackbox Solutions Ltd including the system’s entire development team. All help and information about our systems, how to optimize its usage, what we are currently working on, hints, tips and software upgrades etc. can all be accessed here and the collective knowledge of like minded, friendly system owners can also be a huge benefit to the unsure or those seeking advice.
It is important to appreciate that with absolutely no exception, the Blackbox Solutions Technical Support Forum is the sole source of help and technical support from the company for its Faultmate MSV-2 products (including those listed above). No support is provided by e-mail or telephone with the sole exception of problems related to forum access/registrationand for the submission of documentation.
The reason for this is because although many may not be familiar with such modern methods of support, we find the Owner’s Forum to be a vastly more advanced and effective method of providing the highest degree of technical support to the maximum number of customers, from all over the world, at the same time. In most cases anyone with a problem or a lack of understanding will be able to read posts made previously from other customers who had exactly the same problem or question. The Forum also has an advantage in providing a reduction of technical man hours used, which not only lowers the cost of the system significantly but
the saved time can then be better spent on growing and improving the system and thus benefiting everyone.


Faultmate FCR:

Technical support for the Faultmate FCR can be found on the following links Support and Downloads pages. If after consulting the website, you are convinced that you’re Faultmate FCR is indeed faulty and requires repair, email support@blackbox-solutions.com with the FCR number and a full description of the issue. Blackbox Solutions will then action your request using the Returns & Warranty Policy.
All returns are at customer’s expense and problems not related to poor workmanship or materials are chargeable as are all repairs outside of manufacturer’s warranty.
Please note that we do not provide technical support for the Faultmate FCR by any method other than this website.

EAS Kicker:

The EAS kicker is a simple tool that tends to either work or not work.
If the unit fails to operate it is possible that the drive circuitry of the EAS Kicker may be damaged. This can only be confirmed by testing on several vehicles or a known working vehicle. In the event that you are convinced that your EAS Kicker is indeed faulty and requires repair, go onto the Blackbox Solution Website and check our Support and Downloads pages.
If, after consulting the website, you are convinced that you’re EAS Kicker is indeed faulty and requires repair, email support@blackbox-solutions.com with the EASK Kicker number and a full description of the issue.
Blackbox Solutions will then action your request using the Returns & Warranty Policy.
All returns are at customer’s expense and problems not related to poor workmanship or materials are chargeable as are all repairs outside of manufacturer’s warranty.
Please  note  that  we  do  not  provide  technical  support  for  the  EAS  Kicker  by  any  method other than this website.


Blackbox Basic Bits Range:

These  simple  tools  are  similar  to  the  EAS  Kicker  above,  as  in  they  either  work  or  they don’t.  If  the  unit  fails  to  operate  and  testing  on  another  vehicle  if  possible  (if  the  unit  is not  locked  by  VIN  Number)  leads  you  to  be  convinced  that  it  is  not  working,  then  email support@blackbox-solutions.com and   give   a   full   description   of   the   fault.   Blackbox Solutions will then action your request using the Returns and Warranty Policy.
All returns are at customer’s expense and problems not related to poor workmanship or materials are chargeable as are all repairs outside of manufacturer’s warranty.
Please note that we do not provide technical support for the Basic Bits Range by any method other than the User Guide supplied with the item.


Nanocom Evolution:

We now have an on line web forum for all Nanocom Support, both for the original Nanocom One and all models of Nanocom Evolution.
If you encounter any problem with the Nanocom Evolution hardware or software not working, please post the issue in the appropriate section of the forum or
email support@blackbox-solutions.com
A member of the support team will be in touch with you as soon as possible during our working hours. Please note that we are not here to answer questions on the functions of the software as we have already provided full details in the ECU Help pages here: http://nanocom-diagnostics.com/downloads
We are neither mechanics nor do we work on vehicles for a living and therefore cannot answer technical questions relating to the workings of the vehicle.
Any emails received through the above email address requesting such information will be ignored. We can and will only answer queries relating to issues with the purchased Nanocom Hardware and its installed software not working.
Any changes made to a vehicle using the Nanocom Evolution is the responsibility of the customer. It is essential that a back up of existing information is taken prior to making any changes.
Before commencing any work on a vehicle it is the customer’s responsibility to ensure they are competent to carry out the work and that they have either a relevant back up of the systems or information that can assist to put the ECU back into a working state should problems arise.
We will provide updates if and when available for the existing Nanocom Evolution software free of charge via the Restricted area here:
http://nanocom-diagnostics.com/restricted


Nanocom One:

If you encounter any problem with the Nanocom One hardware or software not working, please post the issue in the appropriate section of the forum or email
support@blackbox-solutions.com
Please note that these units ceased production some years ago and we do not carry spares for them but in the event of an issue we will do our best to resolve it for you. There are no further Firmware of other updates available for the Nanocom One.
Any changes made to a vehicle using the Nanocom One is the responsibility of the customer. It is essential that a back up of existing information is taken prior to making any changes.
We are neither mechanics nor do we work on vehicles for a living and therefore cannot answer technical questions relating to the workings of the vehicle.
Any  emails  received  through  the  above  email  address  requesting  such  information  will  be ignored.  We  can  and  will  only  answer  queries  relating  to  issues  with  the  Nanocom  One Hardware and it’s installed software not working.
Before commencing any work on a vehicle it is the customer’s responsibility to ensure they are competent to carry out the work and that they have either a relevant back up of the systems or information that can assist to put the ECU back into a working state should problems arise.
Existing software for the Nanocom One such as the PC software or USB driver can be found in the support forum as detailed above.

Blackbox Solutions Ltd - February 2014