Description of the issue: The customer Ride Share (also known as Spark) reported that the vehicle was unlocked successfully but the engine remains blocked (the customer cannot start the engine). The system on the customer's side may show ATH_FAIL error (but not necessarily).
Possible root causes:
ATH_FAIL issue related to "CAN door lock state" and door locking/unlocking;
Physical installation of the DOUT, which controls the blocking relay.
Troubleshooting steps:
1. Open the object and webuser according to Basic troubleshooting for Car sharing objects;
3. Check for error codes. The example shows UNLOCK_UNBLOCK command ATH_FAIL when doors were in fact unlocked but the engine remained blocked; the call center unblocked the engine manually with UNBLOCK command; the second time, operation was correct:
4. Check the installation method used in the vehicle. Take notes which DOUT controls the Blocking relay:
5. Open raw data report in TT2.
For quick investigation (while being on the call, SupportMode should be enough):
Raw data report in Excel format takes longer to download but allows easier investigation (strongly recommended for deeper investigation):
Note: In case Excel file is used, special color-coded formatting is recommended for easier visual identification. In the examples, a color-coded file will be used.
6. Check in raw data whether DOUT responsible for engine blocking (ATH) was activated when command was sent:
7. In case the DOUT responsible for ATH was not activated, most likely it is related to door locking/unlocking issue (it is the most common known cause of blocking malfunction):
8. In case the DOUT was activated but the engine did not unblock/block, testing on the spot with the technician is recommended (for Bulgaria and Romania). If physical check on the spot is not possible or/and the vehicle is in Lithuania, try to collect as much proof that ignition blocking indeed did not work from the raw data before registering a repair.
Most likely, the device is triggering the DOUT but there may be a installation issue and blocking relay does not work properly:
