FAQ’s

FREQUENTLY ASKED QUESTIONS

DG Technologies wants to provide you with the information needed to confidently purchase the product that is right for you.

 



  • Most Frequently Asked Questions
  • How do I reprogram a vehicle?
  • How do I use my tool with OEM software?
    1. Visit the OEM Service Websites Page for links to the OEM subscription sites and view the OEM Reprogramming Guides on our Document Page for OEM-specific reprogramming instructions.
  • Where can I download the latest drivers?
    1. The latest drivers can be found on the Downloads page under the “Resources” tab.
  • Where can I download the latest manuals?
    1. The latest documents can be found on the Documents page under the “Resources” tab.
  • How much do your products cost?
    1. Most of DG’s flagship diagnostic and reprogramming product kits range from $600-$3,000.
      Store homepage
  • How do I know if a product is counterfeit?
    1. Unfortunately there are many manufacturers overseas that try to copy DG’s products. These products are mostly found on 3rd party reseller sites, such as Amazon.  It is important to buy a genuine DG Technologies product because the knockoff products will not work properly and DG does not provide technical support for fake products.  We recommend purchasing directly from DG Technologies store or from one of our distributors.  If you come across a DG product that is priced well below DG’s prices, it is likely a counterfeit product.  These knockoffs can also be spotted by their product pictures because they show the kits including many extra CDs and cables whereas DG’s kits only include a few cables and one CD.  If you think you may have bought a counterfeit product, call 248.888.2000 and DG can verify by the serial number.
  • What Laptop / Computer Requirements Do I Need?

    Laptop Requirements:

    PC - Windows 7 or 10

    Processor - 1 GHz or Faster

    RAM - At Least 4GB

    Storage - 500GB Hard Drive

  • Payments and Shipping
  • What forms of payment do you accept?
    1. DG accepts MasterCard, Visa, American Express, and Discover. If you purchase online you can also use PayPal.  If you are an established customer, you can also use a Purchase Order and be invoiced to pay by check after item is received.
  • When will my credit card be charged?
    1. If you purchase online, your credit card will be processed immediately. If you order over the phone, your card will be processed before the item ships.
  • How much does shipping cost?
    1. Most items shipped within the United States ship (FedEx or UPS) Ground for around $20USD
  • What are the shipping options?
    1. Ground, 2nd Day Air, Next Day Air (Priority & Economy for overseas orders)
  • Where do products ship from?
    1. DG Technologies Headquarters in Farmington Hills, MI
  • Where do you ship to?
    1. DG does NOT ship to P.O. boxes or the following countries:
      1. Balkans, Belarus, Brazil, Burma, Cote d’Ivoire, Cuba, Democratic Republic of the Congo, Iran, Iraq, Former Liberian Regime of Charles Taylor, Lebanon, Libya, North Korea, Russia, Somalia Sudan, Syria
    2. Laptops & OEM software are only shipped in the USA.
  • Do I pay an international surcharge?
    1. The normal handling fee is $5-$10.
  • Returns and Repairs
  • Is there a fee for repairs?
    1. There is a $50 diagnostic fee plus the cost of the repair for items out of warranty.
  • What is your return policy?
    1. Items can be returned within 30 days, with a 20% restocking fee.
      View our full Terms and Policies Here
  • Technical Support
  • How do I use DG products?
    1. See Documents page for product manuals.
  • How do I contact tech support?
    1. Submit the form on the Tech Support page, send an email to techsupp@dgtech.com or Call 248.888.2000 and ask for tech support
  • What if my product stops working or breaks?
    1. If your device issues cannot be solved by DG’s tech support staff and the device is under warranty, you can call DG to get an RMA number, send it in, and DG will repair it for free.  If your device is no longer under warranty (most products include a 2 year standard warranty), there is a repair fee.
  • How do I test the CAN Physical Layer?
  • Why is my product not connecting?

    Below are some troubleshooting suggestions

    1. Make sure you have latest drivers & firmware downloaded Download page
    2. If ToPC/PC connection LED is rapidly blinking red/green, open Firmware Updater and select and update file.
    3. Make sure correct DG product is properly selected in the OEM software application
    4. If you see a “USB not recognized” message, open the Control Panel | System | Device manager and make sure your DG product is listed under USB Diagnostic tools.
    5. Use Adapter Validation Tool-properly select Vendor, Device and Protocol to see if computer is seeing adapter and if adapter is seeing vehicle(green status). If connection shows red:
      1. Power cycle DG product
      2. Try another USB port
      3. Reboot PC
      4. Make sure correct Protocol is selected
      5. Ignition is in ON position to check vehicle connection
      6. Try another Deutsch/OBDII cable
      7. Ensure proper charge of vehicle battery
      1. Check to see if OEM application up to date
  • How do I set up and capture data logs?
    1. DPA – open RP1210 Options, set the following items:
      1. Set Options For Device/API – choose adapter in question.
      2. Debug File Name – leave default or change to folder that is easier to navigate to
      3. Debug File Size – change to 0.
      4. Debug Logging Level – change to 4.
      5. Save, then OK, then Exit.
    2. VSI-2534 – open J2534 Config Utility
      1. Add check mark to Turn Logging ON.
      2. Log file created in C:Dearborn Group ProductsVSI-2534 folder.
  • What do I do with the diagnostic trouble codes that the adapter pulls from the vehicle network?
    1. You can search on DG’s trouble code page to interpret what your codes mean and gain understanding of how to fix the vehicle to resolve the fault codes. Trouble Code page
  • About DG Technologies
  • When was DG founded?
    1. 1987
  • Where is DG Technologies located?
    1. DG Technologies Headquarters is located in Farmington Hills Michigan with a Heavy-Duty Division in Indianapolis IN, and distributors worldwide.
  • Do you offer training?
    1. DG offers various vehicle network training seminars. We offer classes in our offices as well as arranged trainging at your business.
      Training Page
  • Does DG do private labeling?
    1. Yes, consult with a sales engineer to discuss private labeling DG’s software and hardware products. Private labeling page
  • Can I get a modified version of your product?
    1. If you see a DG product that seems to fit your needs but may need a few adjustments in the engineering (ex. To support different protocols or CAN channels), call DG and we will consult with you to see how we can customize the product to your specific needs.
  • Does DG do conformance testing?
    1. DG can perform conformance testing to ensure correct functional behavior of complex vehicle communication networks.
      Conformance page
  • Where can I find recent DG News?
    1. The latest in company and industry news can be found on the  News page.
      Subscribe to Newsletter
  • Is DG Technologies on social media?

    Yes—follow DG on social media for current promotions and news.

    1. Facebook: https://www.facebook.com/DG-Technologies-316588328473284/
    2. Twitter: https://twitter.com/dearborngroup
    3. LinkedIn: https://www.linkedin.com/company/dg-technologies_561427
  • DPA 5 Questions
  • What OEM software does the DPA 5 work with?
    1. See OEM Software Compatibility section of DPA 5 page
    2. RP1210 OEM Software: International InTune, Bendix ACOM, International Master Diagnostics, Caterpillar Electronic Technician, International ServiceMaxx, Cummins Insite, Mack VCADS/PTT, Meritor-WABCO Toolbox, Dana Diagnostic Tool, Mitchell1 RepairConnect, Detroit Diesel Diagnostic Link, Vansco VMMS, Detroit Diesel Reprogramming Station , Volvo VCADS/PTT, Eaton ServiceRanger , ZF-Meritor TransSoft, Freightliner ServiceLink, International Diamond Logic Builder, J2534 OEM Diagnostic Software Compatibility
    3. J2534 OEM Software: General Motors TIS2Web, Chrysler New J2534 Application, Toyota TIS (Technical Information System), Honda Service Express, Mazda Module Programming (MMP), Kia J2534 KMA, Hyundai 2534 HMA, Volkswagen Erwin, Audi Erwin, Nissan J2534 ECU Reprogramming Software (NERS), RA Consulting Silver Scan Tool
  • What Standards and Protocols does the DPA support?
    1. See Product Page “Standards and Protocols” section DPA 5 page
  • Gryphon Questions
  • How can the automatic speed change for SWCAN be turned off on Gryphon Products?
    1. Hercules does not have a button to turn this feature off, ie prevent it from jumping to a higher speed. Instead the Gryphon family hardware web interface can be used to turn the speed change off. Open a web browser and enter the IP address of the Gryphon hardware. Select Configuration. Enter User ID and Password. Click on the Programs tab. Uncheck the box defined SWCANSPEED. Select Submit changes. [REF – 011]
  • USDT Diagnostics is not working. What is wrong?
    1. The Gryphon family hardware must have the USDT layer activated. To verify that it is set to be working the Gryphon family hardware web interface can be used. Open a web browser and enter the IP address of the Gryphon hardware. Select Configuration. Enter User ID and Password. Click on the Programs tab. A check should appear in the box defined USDT. If it is uncheck enter a check and select Submit changes. Restart the Hercules application. [REF – 012]
  • I have the Gryphon S4 on the plant floor. How can I add additional Transient protection to the CAN Bus?
    1. Adding External Voltage Transient Suppressors To the SCAT2 and Gryphon S3 on-board High Speed CAN Channels Application Note
  • VSI Questions
    There are no questions in this category
    Software Questions
  • What does DG Diagnostics do?
    1. DGD provides the essentials needed in a generic J1708/J1587 and CAN/J1939 diagnostics program. If faults or other displayed data suggest that running an OEM application is required, that OEM application can be started automatically from within DGD.
  • Do I need an OEM software subscription to use with my DG Adapter?
    1. While DG diagnostics can provide generic J1708/J1587 and CAN/J1939 codes, sometimes more specific manufacturer information needs to be acquired from their OEM software. You can buy a daily, monthly or annual OEM software subscription from their service website.  For links to OEM service websites and for approximate subscription pricing go to DG’s OEM Service Website page
  • Hercules FAQ / Resources
    • Q: How can I open the Program Blocks Help files while running under a Vista Operating System?
      A: The Vista Issues with PBEC Application Note [REF – 005]
    • Q: Can you provide some assistance in describing how LIN works with Hercules?
      A: The Using LIN with Hercules Application Note [REF – 006]
    • Q: How does the Clone Frame feature work?
      A: The Clone Frame Application Note [REF – 007]
    • Q: How can the colors and ranges of the InPlace Monitor color highlight feature be changed?
      A: The Configuring InPlace Monitor Application Note [REF – 008]
    • Q: There are no DPIDs in the database. Is there an easy solution to include DPIDs in the database?
      A: The Adding DPIDs to a database Application Note [REF – 009]
    • Q: How can I setup Hercules Frame Responder?
      A: The Hercules Frame Responder Application Note [REF – 017]
    • Q: How can Hercules Buffer files (CSV) be used within Excel?
      A: Importing a Buffer file (CSV) into Excel Application Note [REF – 010]
    • Q: How can the automatic speed change for SWCAN be turned off?
      A: Hercules does not have a button to turn this feature off, ie prevent it from jumping to a higher speed. Instead the Gryphon family hardware web interface can be used to turn the speed change off. Open a web browser and enter the IP address of the Gryphon hardware. Select Configuration. Enter User ID and Password. Click on the Programs tab. Uncheck the box defined SWCANSPEED. Select Submit changes. [REF – 011]
    • Q: USDT Diagnostics is not working. What is wrong?
      A: The Gryphon family hardware must have the USDT layer activated. To verify that it is set to be working the Gryphon family hardware web interface can be used. Open a web browser and enter the IP address of the Gryphon hardware. Select Configuration. Enter User ID and Password. Click on the Programs tab. A check should appear in the box defined USDT. If it is uncheck enter a check and select Submit changes. Restart the Hercules application. [REF – 012]
    • Q: How can I use the Scroll Monitor to view User friendly interpretations rather than raw hex data?
      A: Signal Interpretations are viewable in various monitors if the signal exists in an associated database. Using the arrow up or down buttons on your computer for viewing the Scrolling Monitor or the Offline Buffer file content also displays the specific signal interpretations for a signal on the Signal Monitor if previously selected to those monitors. Even when not selected User defined signal interpretations are displayed in a pop up Signal Info window for each signal in a message when a double click is performed on a message in the Scrolling Monitor as long as signal exists in the associated database. The pop up Signal Info feature is not available with Offline Buffer files. [REF – 013]
    • Q: Are there any issues with Hercules and the Vista Operating System?
      A: The Vista Issues with Hercules Application Note [REF – 015]
    • Q: In the Information View the Error Report Level states 01 – Rep. Bus Warn & Bus Error. What does this represent?
      A: The Hercules Error Reporting Application Note [REF – 016]
    • Q: What are the known issues in the current Hercules release?
      A: The current Issue list. [REF – 014]
  • Are software updates free to download?

    There is no charge, no update fees and no seat licenses.  You can load this on everyone’s computer and just move the hardware from person to person depending on the project.

    You can download the software which will also give you a look at our manuals and some other information that may be helpful even before you put the products in use.  Please see the link below.

    Downloads

     

  • SAINT 2
  • I have questions about my SAINT 2

    Refer to the SAINT 2 FAQ document

  • Does Saint2 work with Windows 10?

    Yes the Saint2 will work with windows 1o. Take these steps to get the driver to install

    1. From the start menu select Settings.
    2. Select Update & Security.
    3. Choose Recovery.
    4. Click Recovery on the left hand side.
    5. Select Restart now under the Advanced Startup area.
    6. Once your computer has rebooted select Troubleshoot.
    7. Select Advanced Options.
    8. Select Startup Options.
    9. Select Restart. Yes, you have to restart again.
    10. Select option 7, Disable driver signature enforcement.
    11. Open the device manager, mouse over upper-right, select PC info, then device manager.
    12. Find the Saint2 in your device manager, right click and select, Updated Driver Software...
    13. Follow the regular saint2 device driver in the attached Saint2 system setup instructions .
  • Other
  • Where can I purchase DG products?
    1. DG’s products can be purchased on our estore by clicking the “store” link on the homepage, or by clicking a “buy now” button on a product page.Store homepage.  You can also place an order over the phone by calling 248.888.2000.  If you want to purchase from one of our local distributors, go to our distributor page to find a distributor near you Distributor page
  • Why should I buy DG’s products over the competitors?
    1. DG was one of the first companies in the vehicle networking industry and has been in business for over 25 years, products are reliable, competitively priced and more durable than our competitors.
    2. We include software at no charge with our tools and offer the industry leading warranty.
  • Who are your distributors?
    1. Our distributors can be found on our Distributor page
  • How do I become a distributor?
    1. If you would like become a distributor of DG’s products and receive distributor pricing, call a sales representative to get started or visit our Distributor page
  • Where can I find product videos?
    1. If a product has a video available, it will be located at the bottom of its respective product page.

If you have any further questions please review our product manuals or call DG Technologies at 248.888.2000