SyncUp & Drive issues

jayesdee

    I am having issues with the SyncUp & Drive device by ZTE. I have reset it, removed a car and set it up all over again. The data is inaccurate on things such as fuel. Example: I have a 17 gallon tank and can be at 1/4 or 1/2 a tank full and the Mojio app will report it as 16 or 17 gallons left. I created a support ticket to Mojio 18 days ago and have not received a response other than an automated email. When I finally decided to call Mojio they referred me back to T-mobile. I don't know if its the device itself that's causing issues or the app. I can't find information anywhere to determine if this is a common issue or what the deal is. Any help would be appreciated.

      All replies

      • tmo_marissa

        Re: SyncUp & Drive issues

        Hey jayesdee!  Yikes - that inaccuracy sounds like something that could cause a big problem for you or any user experiencing it!  Thanks for reaching out to report this problem.  I took a second to review our internal process for escalation tickets to Mojio, and it looks like our specialized Tech Care team or T-Force team should be filing these tickets, and results would come back to the specialist who filed it, which may explain why Mojio referred you back to T-Mobile.  Can I ask who completed your ticket initially?

        Regarding the specific example you provided - I do know that although a car may be listed as compatible, it may not function with all features.  If that's the case, you should just not see the feature that won't work (ie Fuel Level) at all.  I'm wondering if since you mentioned switching cars, the first car the device was installed in could provide the Fuel Level, but the new one can not, and somehow it's hung up on that?  I don't have this listed as a known issue, but our specialty Tech Care team and our T-Force (social media) team have access to up-to-the-moment information about any ongoing issue with this equipment, so your best bet is to Contact Us and see what we can research for you.  Please keep us posted!

         

        - Marissa

        • tmo_marissa

          Re: SyncUp & Drive issues

          Hey there!  Hope everything's going well - just wanted to see if you'd had a chance to reach out and get assistance from our Tech team or T-Force regarding this issue.  Was it a functionality conflict, or something we were able to fix?  We'd love to hear an update if you have one!

           

          - Marissa

            • jayesdee

              Re: SyncUp & Drive issues

              Hi Marissa,

               

              Hi car was in the shop for over 1 and 1/2 months. So, I just got it back. T-Force did request the IMEI of the Sync Up & Drive but no other information was given. I will follow up with them now that I have my car back. I am yet to see the fuel level as accurate.

                • Re: SyncUp & Drive issues

                  A lot of OBDII apps and modules cannot gauge the level correctly as some use the sensor, command module, or adapter of the car and some don't.  If some or none of these apply, then a math algorithm and calculations are used in estimates based on length of trip since restart, since reset, and speed and volume of capacity conversions in conjunction with GPS and system expectations.

                   

                  Bottom line/TL;DR....this is not exact science.  The adapter, on its best day, can only read what the command module (the port and engine control module ECM) is capable of.  The adapter will NOT read transmission codes or ABS codes.  It will not find EXACT manufacturer codes, but can identify generic codes.

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              • tmo_marissa

                Re: SyncUp & Drive issues

                I'm glad you've got your car back jayesdee - a month and a half is a long time!  snn_555 makes a great point - I do know that even when we have a device listed as compatible, it may not be compatible across the board for every function that the device can offer.  I am definitely interested to hear what you learn when you reach back out to T-Force - please keep us posted!

                 

                - Marissa