Navigating The Information Highway for Vehicle Repair Help

March 26, 2015
To help you navigate the information highway, here are some proven Internet resources you can rely on. This list is not all-inclusive but I’m sure it will give you a good start.

If you came across a new troubleshooting or repair problem when I first started in this business, you asked the guys you worked with their opinions. If you had a decent relationship with other area shops, you might even give one of them a call. With the birth of the Internet, all that has changed. “Google it” is now a part of our every day vernacular, and many of you report that you do just that when faced with a challenge today. There is only one problem that existed way back when that is still true now: How do you know the information you are getting is good information?

As the technical editor for this magazine, I know the importance of verifying my sources before reporting to you. The same is true when you are seeking answers online to the challenges that face you on a daily basis. You have to be able to verify the validity of the resource you are relying on, or else you’ll just be “shotgunning” parts in the hope that the problem will go away. Many so-called repair recommendations I’ve seen posted on popular social networks (Facebook, Google+) are actually scary and go against every professional standard for repair we have. These “fixes” could actually place you or your customer in danger and/or open you to criminal and civil liability.

To help you navigate the information highway, here are some proven Internet resources you can rely on. This list is not all-inclusive but I’m sure it will give you a good start.

The International Automotive Technicians Network
If you’ve been even an occasional reader of Motor Age since I started as a freelance contributor some 10 or so years ago, you know that I highly recommend membership in the International Automotive Technicians Network, more commonly referred to simply as iATN. This professional online resource first began in 1995 and during the last 20 years has grown tremendously, now boasting more than 80,000 members representing 168 different countries. 

There are several features that make iATN a worthwhile resource. One is the variety of forums available to every member with only a few forums restricted to sponsoring members only. These forums are broken down into two basic categories: technical and non-technical. Among the technical offerings are forums on Technical Theory, Technical Discussion and Technical Tips, as well as more specific topics like HVAC and Transmission. The non-technical forums provide areas to discuss Industry Events, Industry Issues, Shop Management and much more. No tech or shop owner is perfect, and we can all learn something from the experiences of others, and these forums provide an outlet to do just that. Even if all you do is spend your time reading, you can’t help but grow professionally. 

A second extremely valuable resource is the TechHelp feature that allows you to ask other iATN members for assistance in diagnosing or repairing a particularly stubborn problem. But don’t think for a moment that this feature and the forums are there for you to seek out the quick and easy answers! This is a site for professionals, and you are expected to have done your homework and have already performed basic testing in an attempt to find the solution on your own. Unfortunately, there are many with basic memberships that seem to think iATN stands for “I ain’t testing nothing!” If you’re one of them, the more seasoned members soon will correct your oversight. 

Basic memberships are free to professionals who can show a minimum of four years experience or evidence of ASE certification. But to truly unlock the power of iATN, you absolutely should consider becoming a sponsoring member. The cost for a single individual membership is only $19 a month, and business sponsorships go up from there capping out at $45 a month. That gets you access to 20 years worth of information, all searchable with a very user-friendly search engine. Want to see what a “known good” crank/cam sensor scope pattern for a 1995 Chevy Lumina looks like? Odds are it’s in the database of more than 68,000 files covering scope patterns, scan tool captures and more. You can also search the archived forum and tech help requests (over 2.2 million records on file) or look for help on a particular Diagnostic Trouble Code (DTC) or symptom. 

The resources in iATN also make great learning aids for those of you charged with training the next generation of technicians. If you are an automotive educator, iATN has a special program in place that provides premium access for your automotive program including students and educators. Imagine the learning that can occur by having your students follow a TechHelp request, maybe even attempting to come up with the solution before the request is finalized. And the forums offer a wealth of material that can be used as study assignments to supplement what you are already doing in your classroom. Contact iATN to learn more, or come see iATN President Scott Brown present his session, “Using iATN In The Classroom” at Automechanika Chicago later this month.

Identifix Identifix began in 1987 as an auto repair hotline service that provided repair assistance to professional shop owners and technicians who were looking for a trustworthy second opinion or additional expertise on a particular vehicle or vehicle system. According to the Identifix “DirectHit” website, they have logged more than 4 million calls to date. This hotline service is still a core part of the company; employing 45 ASE Master certified and OEM trained technician consultants.

By being actively involved in helping techs solve real issues, they have been able to build a database of confirmed fixes and streamlined diagnostic processes, now numbering over 600,000 in their Hotline Archives. It’s that database that makes up the heart of their online 

service, DirectHit. This is a searchable tool that accesses all that archived information andcan be searched using a number of filters to help you quickly locate potential matches. Results include a description of the problem, diagnostic steps to take to confirm the problem and the most common solutions reported.

Often, these results can highlight pattern failures, system or component issues that become known as a common cause of a customer concern. Another popular term is “silver bullets,” and they can be fixes that soon become taken for granted. If you do suspect the problem you are working on meets the requirements to be considered a candidate for a silver bullet fix, be sure you perform a few quick tests to confirm the repair will solve the issue. If you run into a stubborn case, you can always access the hotline for assistance.

Other features round out the Identifix offering. Users can build a maintenance record and recommendation list for their customers, and use the tools provided to create a repair estimate. Recently, Identifix has improved the DirectHit platform by adding direct access to OEM service information currently covering about 30 different makes. These aren’t just links to the OE sites, but a feature built directly into the DirectHit service and available to all DirectHit subscribers. View wiring and connector pinout diagrams, Technical Service Bulletins (TSBs), factory specifications and more without having to open another browser window.  If you’d like to find out more, you can log on to the DirectHit site at www.identifix.com and click the “Test Drive” button to try it out.

OE Sources
Let’s do the OE sites first. The National Automotive Service Task Force (NASTF) is primarily responsible for opening the door to OE service information for the independent so I think they deserve a plug here. Membership in the NASTF is free and you can show your support for their efforts in keeping the service repair and collision repair playing field level by going to www.nastf.org and filling out a small form.

Many of you are aware of the issues in securing and programming many modules that are considered part of a vehicle’s security system and the hassles that often accompany the process. NASTF has a program in place to make that a lot easier. You may have also heard of the coming shift in diagnostic access to the vehicle via a common portal.

That is another topic NASTF is actively involved in. Got a car that you’re having trouble finding the information you need to fix it? NASTF can help there, too. And they are doing a whole lot more, all with the goal of making your ability to correct your customers concerns equal to the ability of the dealer to do the same.

OK, back to the OE sites. On the NASTF home page, you’ll see a tab marked “OEM Service Websites.” Choose that selection and you’ll get a list of all the OEM service sites by manufacturer and the links to those sites. Visit a few and you’ll find that many have a lot of information available without a subscription but to get to the full menu you’ll need to pay a fee based on how long you want access. As an additional benefit, many OE sites offer access to the same training materials they make available to their dealer techs. You can thank NASTF for that, by the way.

Before the Internet and NASTF, independent shops had to rely on aftermarket sources of repair information. Way back in the day, it came in print form and I don’t mean like the Haynes manual you see in the parts store. Think Library of Congress-size books! With the incorporation of the desk top computer into repair shops, some aftermarket suppliers began offering the same information on computer discs (CDs), and sent subscribers quarterly updates to keep the information as current as possible. Today, though, changes are happening so fast that your service information needs to be updated continuously in order to keep up.

Let's take a look at some of the latest offerings from the aftermarket. 

Let’s take a look at some of the latest offerings from the aftermarket.

Mitchell 1
Glenn Mitchell founded Mitchell Manuals back in 1946. In 1994, his company (then known as Mitchell Repair) was the first company to produce a Windows-based product and in 1998, began to offer service information on CD. In 2001 the name was changed to Mitchell 1, and the popular Internet-based system, OnDemand5™ was introduced.

In 2012, ProDemand™ was introduced. This new platform provides a number of new resources. 1Search™ is such a tool. When vehicle information is entered, the 1Search populates with information on the most commonly replaced components, common DTCs reported, common symptoms reported and most searched references. This information isn’t just from the ProDemand staff; it is gathered from thousands of users and is real world.

Another real world resource is the SureTrack™ information. Using the same data gathered from users, SureTrack aids in troubleshooting by providing tools and information matched to the concern. For example, common component replacements are listed and graphed not only by most common, but also by average mileage. Guided component testing is available to help techs verify the fix before simply firing parts at the problem. And if additional help is needed, there is a community platform where subscribed users can post requests for help (and offer help to other techs).

If you’re a current OnDemand5 user, you already have access to ProDemand. If you aren’t a Mitchell 1 user, the product is available for test drives. Desktop and mobile devices both are supported, making it easy to access the info you need at the car.

ALLDATA Mobile
Founded in 1986, ALLDATA was an early provider of service information to shops via CD-ROM. Its latest additions to its already capable Internet-based system is ALLDATA Mobile.

Contrary to the name, this application is a mating between a fully functional Global OBDII scan tool and the ALLDATA service information system. Using a Bluetooth connection to the vehicle’s Diagnostic Link Connector (DLC), the application first identifies the vehicle it’s connected to using VIN encoding. If the car doesn’t support that, the tech needs to scan the VIN barcode and the app will automatically decode and populate the information.

Then a scan of Diagnostic Trouble Codes (DTCs) can be performed. If any are found, all the tech has to do is tap the code he wants to check out first and the application loads up the ALLDATA content specific to that code, importing the information already gathered in the initial scan. And the data captured (codes, Freeze Frame) is stored in a history file and is retrievable the next time the car comes in.

Currently the platform supports Global OBDII standardized P codes only, but the company plans on expanding the coverage to include ABS, airbags and eventually OEM-specific “enhanced” data. It is available as an add-on service to subscribers of ALLDATA’s mainstream line of products. Users download the app to their iPad or Android tablet (PIN required to activate) and purchase the OBDII connector from a third-party supplier.

MotoLOGIC
MotoLOGIC® is the newest player in the service information system arena, incorporating in 2009 and now a subsidiary of Advance Auto Parts. Like the others I’ve already discussed, it offers a suite of products all aimed at increasing a shop’s efficiency and productivity.

Opening the platform, you’ll first see what MotoLOGIC calls the 10 x 10 page. It is a history of the last 10 vehicles entered, along with the last 10 related topics viewed for each vehicle. When you have multiple techs using the same PC, this makes it easy to return to the information you were using before the next tech stepped in.

After entering the vehicle information, a screen populates showing you all the resources available for that vehicle. MotoLOGIC farms OEM service information and loads it directly to their platform. It also retains OEM functionality, keeping animations and active hyperlinks to related content intact. While it began with a relatively narrow scope, it has grown now to include coverage for nearly every vehicle make you may encounter, recently adding MINI and BMW content through the 2014 model year.

Some aftermarket resources have also been added. Color-coded block wiring diagrams and labor guides are just two examples of these added resources. Start typing in your search terms in the intuitive search box and you can easily narrow down those resources to the ones you need. A “Quick Specs” tab brings up commonly needed service information, including proper lift points and maintenance specifications.  

Log on to their home page to try a demo version of the platform.

Just “Google” It
No doubt the Internet has opened a universe of information to repair professionals. Not only are the resources I’ve shared so far based in cyberspace, nearly every model of vehicle has at least one enthusiast forum where Internet “experts” seek to enlighten those who will listen. Search YouTube for auto repair videos and you’ll find a large listing of experts ready to solve your problem. 

Social media outlets like Facebook and Google Plus have sprouted auto repair groups populated by talented professionals and ignorant DIYers alike. And then there are the numerous “Ask An Expert” services that often contain answers that are anything but.

Even with the obvious downfalls, I was surprised to learn that many techs are quick to pull out their smart phones and look for an answer to their diagnostic dilemma by asking Siri (the automated iPhone lady) how to fix that problematic car the boss assigned them to. And really, I have no problem with getting help this way if you’ve already performed the basic tests and 

have done a little homework prior to your quest. But as I remarked earlier, don’t rely solely on those search results before you spend your customer’s money. Verify that the proposed fix is actually going to be the RIGHT fix first. If that’s a challenge for you, get the training you obviously need and it’s highly likely you won’t need Siri’s help to fix that car in your bay. You know, kind of like the training we’re offering for free in Chicago in a few weeks.

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