HEX-NET HN2-024700 Overheating and Stuck in a bootloop

[AdiVagPL]

Hi! I'm Adrian, New Here on the Forum but i'm Using Hexnet for a year already.

Sadly my Hexnet started to malfunction and getting stuck in a bootloop which makes it unusable .


so What Happened - on the 23rd of October i was working with several cars ,everything was working perfectly fine. My last car of they day it was an Audi A4 B7 and i was checking some measure blocks for the MAF sensors. on The Next Day (24th of October) i plug in my VCDS into an VW Touareg( Which i was connected to it like 10 times already and nothing happened before ) and i want to Scan the 17 module to test the gauges and it starts connecting as usual and it threw me out - interface not found. I go to the options tab and make a test - interface not found. i Check The dongle and see that the LED's are signaling like the dongle is being powered up .
i've unplugged the dongle, touched it and some part of it was Hot . I wait some time,plug it again on OBD port without USB to check if the wire is being a fault at here and sadly the same. Checked on Another Car - Same result . I See that this is a Dongle problem so i get my phone, Call ADAKO as it is the Distributor which i bought my HExnet from .

And here comes the Sad part for me - i Explain everything what is happening with the dongle like i did here , Got asked several questions :
Do i use an 12v Socket Laptop charger? - No i Don't.
Did i Touch with the laptop something that could make an Negative Charge - No i Didn't .
it was some car which i never connected before - Nope,the car is known to me .

and i've Mentioned that sometime's i have a Airpress 50A Car Charger connected to the battery during coding/programming to not drain out the Battery .

and the Guy on The phone being like a bit rude responds to me that : "we sold 5 Digit number of Hexnet's and It must be my Fault because something like this never happened before" and he told me that the microprocessor is probably burn out and Dead . I've asked if this is Fixable under Warranty and if Not how much it will cost to repair it and again in an kinda rude tone i got told that they "don't fix this as is not worth it and it isn't applicable for Warranty and that they can sell me a new Dongle for a cheaper price "
at the Very End i get told that i can open the Dongle and Smell the PCB Board and that he is 100% sure that i will smell like something is burnt .and if i Decide to send it over to them i should add an note that i've got permission thru phone to open the dongle and break the Warranty Seal .

After Hanging up i decided to unscrew the bolts since i've got permission and smell the PCB and the smell was more like a smell u get during soldering and not pure burnt.

i plugged the Dongle into the USB port and grabbed an Laser Thermometer and started checking from where the Hot is Coming Up and the hot is coming out somewhere near TP18,TP19,L4 Area .

after leaving the dongle for a while and plugging it again i see that the dongle works normally until it gets too hot so i started a bit of troubleshooting :
1. Updating the Dongle didn't fix the problem
2. holding the red button for 50Sec and Make a Factory Reset doesn't fix the problem
3. The Dongle and all of it Functions work normally like usual until it gets too hot .

other information:
1. The dongle is always Stored in it's Original case
2. The dongle is Always connected thru Original USB Cable which came with the Dongle
3. The Dongle never fell and it wasn't stored in humid places.
This is Where it gets Hot

this is the Temperature it reaches

Port Test window connected to an Octavia 2 2008 before it gets too hot

Video of what happens when it get too hot and reboots :

As the Guy from ADAKO was a bit rude and Aimed towards selling me a New Dongle. im reaching to you guys to take a look at this situation and tell me if this is fixable and/or suitable for Warranty fix/exchange . Warranty is valid till 09/2025

 

[TTT]

That smd capacitor color is different that others. It might be shorted. I would not plug this in usb or cars anymore. That if you want to save it.

Put a meter in diode mode and measure across that cap.

 

[stefdds]

I would also send a link of your post to support@ross-tech.com

 

[Adam]

Hi AdiVagPL,

First of all: we are recording all phone conversations at ADAKO. You mentioned "rude" four times.
So, how about we publish the whole conversation and let others judge, who was rude and who wasn't?
I do remember that particular conversation and there wasn't any single rude or inappropriate comment from ADAKO.

You are throwing some false accusations here and this is simply not right.

​

 

[AdiVagPL]

Hi AdiVagPL,

First of all: we are recording all phone conversations at ADAKO. You mentioned "rude" four times.
So, how about we publish the whole conversation and let others judge, who was rude and who wasn't?
I do remember that particular conversation and there wasn't any single rude or inappropriate comment from ADAKO.

You are throwing some false accusations here and this is simply not right.

​

The main problem because i Felt it was rude is because i felt throwed into the bag with users that broke themselves their devices.
as a Customer and user of HexNet i don't pretty much care about the XXXXX devices you sold and didn't break and that when they actually break is usually the customer fault. I Care about my device .
I use VCDS Daily for my job. The Dongle was working the previous day,and on the next one it wasn't. I called right Away after i figured that it's a problem with the device itself. I Explained everything as best as i could and i get a response that you're pretty sure that the microchip is burnt. when Asked if it can be Fixed you told me that it isn't worth etc. and Warranty does not cover this and that you can Sell me a new Dongle for a cheaper price .
I've Paid a year ago in September 3477PLN for the device.after one Year i need to spend another 2400PLN for a new Device .

if The conversation would go like - "hey,this devices don't break often but we will have a look at it and your case and see what can be done and where's the problem , just FYI there's a chance that the device can't be repaired but we will let you know "
The way our conversation went in my own feeling is that you pressured me that the only solution to this is to buy a New Device which this is the main thing i found rude . this is my experience and how i felt.
im a Very Peaceful guy and I don't feel the need to jump to our throats and we can solve this peacefully .

i've Shared my experience,my device is broken and im without the main Tool for my work and i would like to get this Solved ASAP as the backup devices which i have aren't as comfortable in usage during Dynamic Logging .




and FYI - Recording calls without informing the other Person is legal for your own purposes. for example - replaying the call to better understand the problem . But The Moment you Share the Call Without the other Person consent is Breaking the RODO Law.

 

[Boki Ar]

First of all, sorry for interrupting.

Ross Tech is the most honest I do business with and I'm sure this will be easily resolved. The device has a warranty, and there is FRR (Flat Rate repair). Also, it is a good option to have 2 units, e.g. Hex Net and Hex V2.

Don't blame me for getting involved, I want this to be resolved to everyone's satisfaction.

Best regards,

Boyan

 

[Adam]

First of all, sorry for interrupting.

Ross Tech is the most honest I do business with and I'm sure this will be easily resolved. The device has a warranty, and there is FRR (Flat Rate repair). Also, it is a good option to have 2 units, e.g. Hex Net and Hex V2.

Don't blame me for getting involved, I want this to be resolved to everyone's satisfaction.

Best regards,

Boyan

Bojan,

Absolutely. I couldn't agree more. VCDS is a state-of-the art diagnostic software. However, one of the biggest value is RT's business model... which - frankly - I don't even know if the world came up with a proper name for it. Friendly-LLC-with-integrity? :-) I bet no one questions the fact that RT treats its partners and customers with respect and provides superb support.
However, right now it's more about the person who not only breaks his product, but also talks about you in unfavorable light on the forum. And then - tries to hide behind EU regulations (RODO) ;-)

 

[Adam]

Adrian, I've listened to our conversation again and this was probably the most polite conversation I had that day. I was extremely calm and polite. I didn't say a single bad word, didn't raise my voice... didn't say anything that could upset a reasonable person.
The only possible way I could have been even more polite was probably calling you "honey" - but that could create bunch of different problems ;-)
I said during the phone conversation that I haven't seen your cable and that it is *probably* fried. I used the word "probably" two times during the conversation.
And I also told you about Flat Rate Repair and about the fact that - if you would decide to go for the FRR - you would have to ship the cable back to ADAKO anyway.
And yes - I told you exactly that: "those devices do not break on their own and there must be a good reason why your HN failed".
During the conversation you said like 10 times: "OK, I understand", "I see", "OK", "I understand"...
I didn't throw you to any bag. I just politely explained to you everything and I was trying to give you some perspective on your issue.
And BTW: you also said that on the day your cable failed you were using your Airpress battery charger set to 20 amps... right?
It's true - I didn't tell you: "ship it to ADAKO please". Why??? Because - at the end of the conversation - you said: OK, I understand. I will open the cable and see what I can find... and I will send you a notice". Exactly your words! Since you said you will contact ADAKO later and send "a notice", I didn't tell you anything about the immediate need to ship the cable to ADAKO.

Okay, to sum things up:

1. There is no doubt your damage was caused by the ground loop problem (closer look at your Airpress charger is highly recommended!!!).
2. The standard warranty doesn't cover any damage that's caused by the misuse or ground loop problems. I believe this should be obvious to people dealing with electronic equipment (not to mention people who run car repair business).

Anyway......

We will honor a *one time* free warranty replacement this time. Again, this is one time only offer. If such accident repeats in the future, the only way of getting it fixed will be flat rate repair. No exceptions.
Please ship your fried cable to ADAKO.
Thx.

 

[AdiVagPL]

Bojan,

Absolutely. I couldn't agree more. VCDS is a state-of-the art diagnostic software. However, one of the biggest value is RT's business model... which - frankly - I don't even know if the world came up with a proper name for it. Friendly-LLC-with-integrity? :-) I bet no one questions the fact that RT treats its partners and customers with respect and provides superb support.
However, right now it's more about the person who not only breaks his product, but also talks about you in unfavorable light on the forum. And then - tries to hide behind EU regulations (RODO) ;-)

And this is what I am Talking about - Being Directly thrown in the Bag with the people that broke their own devices. My Device was working one day, and on the next one it isn't. Im Trying to
And as you Said yourself during the Call - the Microchip manages and communicates with all the others modules on the PCB Board. So if the Microchip would be really dead like you Said - Shouldn't the software stop detecting the device itself and stop working?

Im not Hiding behind. Jus letting you know.

 

[AdiVagPL]

Adrian, I've listened to our conversation again and this was probably the most polite conversation I had that day. I was extremely calm and polite. I didn't say a single bad word, didn't raise my voice... didn't say anything that could upset a reasonable person.
The only possible way I could have been even more polite was probably calling you "honey" - but that could create bunch of different problems ;-)
I said during the phone conversation that I haven't seen your cable and that it is *probably* fried. I used the word "probably" two times during the conversation.
And I also told you about Flat Rate Repair and about the fact that - if you would decide to go for the FRR - you would have to ship the cable back to ADAKO anyway.
And yes - I told you exactly that: "those devices do not break on their own and there must be a good reason why your HN failed".
During the conversation you said like 10 times: "OK, I understand", "I see", "OK", "I understand"...
I didn't throw you to any bag. I just politely explained to you everything and I was trying to give you some perspective on your issue.
And BTW: you also said that on the day your cable failed you were using your Airpress battery charger set to 20 amps... right?
It's true - I didn't tell you: "ship it to ADAKO please". Why??? Because - at the end of the conversation - you said: OK, I understand. I will open the cable and see what I can find... and I will send you a notice". Exactly your words! Since you said you will contact ADAKO later and send "a notice", I didn't tell you anything about the immediate need to ship the cable to ADAKO.

Okay, to sum things up:

1. There is no doubt your damage was caused by the ground loop problem (closer look at your Airpress charger is highly recommended!!!).
2. The standard warranty doesn't cover any damage that's caused by the misuse or ground loop problems. I believe this should be obvious to people dealing with electronic equipment (not to mention people who run car repair business).

Anyway......

We will honor a *one time* free warranty replacement this time. Again, this is one time only offer. If such accident repeats in the future, the only way of getting it fixed will be flat rate repair. No exceptions.
Please ship your fried cable to ADAKO.
Thx.

Look, Im not Trying to cause drama or jump to our throats as ive mentioned Again.

Ive expressed my Problem and how i felt with the conversation. If You Say that you were polite then ok. Is ive Said - that's how it felt on my side.

Since I've Started this thread and you say that you were polite and i felt wrong then - I'm Sorry for Telling that you were rude.

About the Airpress battery charger - Indeed it was set to 20 amps and ~14v. I Use this always during longer coding/Adaptation Sessions and also with Other hardware like VCP, Vas and never had A problem

 

[Boki Ar]

The best recommendation is a usb isolator.

Example: https://www.amazon.com/s?k=usb+isolator

 

[TTT]

Is having a battery charger connected something advised against when hex-net is used on a vehicle? Does anyone have a battery charger with galvanic isolation nowadays? I’m using gysflash 100.12, 12.12, 20.12 and none of them have galvanic isolation. But I haven’t fried my hex-net (yet).

 

[Uwe]

Is having a battery charger connected something advised against when hex-net is used on a vehicle?

No. We encourage the use of chargers. The potential for a problem depends on the battery charger, whether the HEX-NET is connected to the PC via USB, and whether the PC is connected to something else. The only way I can think of that to push a damaging current through an interface is if it's connected via USB and the PC is also connected to something else that isn't isolated, i.e. either a mains AC supply, or a 12V adapter being fed from the car. The latter is where we first noticed ground-loop issues and published this page 20-some years ago. A ground-loop that comes about due to the simultaneous use of a poorly designed car charger and a poor quality AC power supply for the computer is rather more rare, but we have seen a few confirmed instances of it.

-Uwe-

 

[TTT]

There is no doubt your damage was caused by the ground loop problem (closer look at your Airpress charger is highly recommended!!!)

I’ve had a look to this charger, is it the 21A classic model? How can a 10.5 kg 20A presumably linear power supply galvanic isolated be of an issue? Because if that so is, with galvanic isolation, throwing Airpress 60 years old company, under the bus, can bring some challenges at your table.

 

[Adam]

It was more like a figure of speech. I should have probably written: "closer look at what you do and how you do" is highly recommended. The question is: do we have all the details? Do we know everything? We had a customer who fried 2 brand new interfaces by putting his laptop in the engine bay. The laptop was touching a vehicle's ground point with a dock connector on the bottom of the device. Customer had balls to admit his mistake. It took him a while to figure out what was going on though...
And BTW: his first phone call was like: "...it stopped working. I didn't do anything wrong with it."

 

[TTT]

The question is: do we have all the details? Do we know everything?

Probably not, and not in this case guaranteed. Undestanding ground loops is for many very difficult. And not easy to foresee.

 

[Dr Sheldon]

and FYI - But The Moment you Share the Call Without the other Person consent is Breaking the RODO Law.

Then why do you not give consent for the call to be published !! ??

For transparency and context ??

 

[Boki Ar]

We had a customer who fried 2 brand new interfaces by putting his laptop in the engine bay.

A known case. The metal part of the laptop touched the plus of the battery.
Bruce advised me on what to watch. He also told me that only one replacement is fine.

Another had a problem with the laptop charger. After the replacement, he was advised to buy a USB isolator. He didn't agree with that until he tried a USB stick with music. After half an hour, the stick is fried. Then he decided to change the laptop.

Hex NET over wi-fi has the advantage here. He is an insulator to himself.

 

[Bruce]

We have seen this problem in Europe when the battery is on a charger and the pc is on another supply - plugged into another outlet, plugged into a supply that runs off the cars 12v, etc.

The issue seems to be that the (-) terminal of the charger is not at earth. Along comes the usb connection to the device, and the pc has a ground reference that is different from the battery (-). At that point, the USB port becomes the negotiator between the two potentials. As in most cases, the negotiator gets terminated!

To resolve the difference in voltage, a high current will flow. The HEX products have protection to try to minimize this problem. Unfortunately, often the potential is too large and the current outside the capabilities of the components and the USB components cannot resolve the difference safely.

To design in absolute protection would drive the cost of the device far higher - if we could actually achieve said protection. We tested every way we could think of to test with the present design. Obviously there is some means by which power connections still take out the HEX devices.

@AdiVagPL through Adako (@Adam ), we are offering to make you whole with a full warranty replacement. Now that you are aware that we believe there is something in the way you were connected that led to this failure, we are also telling you that next time it fails in the same manner, we will only repair under our flat rate repair program.

We cannot know what happened exactly. We can only observe the failure mode reported. That mode leads us to believe a high current flowed on the USB ground circuit. We will confirm this when Adako gets the unit back for evaluation. No matter, we are offering a one time full warranty replacement.

So you know, I am the Director of Operations, Marketing and Sales for Ross-Tech. I am an electronics engineer with the responsibility for the manufacture and service of our devices. I am in a position to know.

We wish you well sir and ask that you work through this with our distributor Adako from whom you purchased your unit.

Thank you for being our and Adako's customer. We all appreciate your business.

Regards,

Bruce

 

[Adam]

A quick Sunday quiz:
what is wrong here?
Small help? Sure - "it stopped working for no reason"

The first right answer wins likes.