Recently, the Techline Connect Support Center (TCSC) has received a substantial increase in call volume. As the increase in calls drives up the wait time to talk to an agent, TCSC is doing everything possible to reduce the errors that are prompting the calls. As an alternative to waiting on hold, technicians can use the Dealer Case Management (DCM) system before calling TCSC.
- Use the DCM (just like a TAC case) to start a case. Select the New Techline Case button. (Fig. 4) Technicians have three options: call TCSC immediately; for TCSC to call the technician; or for TCSC to respond back in the DCM.
Fig. 4
On September 12, GM Cybersecurity made changes that will lock the Techline Connect ID of anyone using counterfeit MDIs to connect to GM vehicles. Please do not attempt to connect to any counterfeit tools as this will result in locking your ID and forcing a call to TCSC to get it unlocked. To avoid having your ID locked, dispose of any counterfeit MDIs and only use GM-approved tools.
For reference, following is the original GlobalConnect message that was posted on September 25, 2024.
Counterfeit MDI/MDI 2
GM and Bosch Diagnostics continue to find counterfeit MDI and MDI 2 tools (Fig. 5) available to the aftermarket through several online websites. These tools appear very authentic from their exterior appearance. Everything is copied to closely resemble the real thing — from the cables and plastic cases to the brand logos and serial numbers.
Fig. 5
These counterfeit tools are often priced less than from an approved GM retailer like Bosch Diagnostics. In some cases, they will be significantly less — another sign that the tool may be a fake.
Some of these counterfeit tools acquired by GM and Bosch Diagnostics have been found to be built with lower grade components and electronics or with used equipment from other diagnostic tools. As a result, these counterfeit tools may not work right from the start, may fail quickly or may run extremely slowly while providing erroneous data or causing programming errors.
While it might be tempting to order an MDI 2 from various unauthorized websites, many of these sources actually provide inferior copies of an MDI 1 internal board inside an MDI 2 case, which means, at a minimum, it can’t be used on newer GM vehicles with the Vehicle Intelligence Platform (VIP) that require the MDI 2.
For diagnosis and programming a VIP vehicle, the EL-52100 MDI 2 must be used. The MDI 1 does not have the capability to complete programming or setup procedures on the advanced electronic platform.
Compromised PCs
In addition, some devices have been found to contain malware that can compromise a user’s PC and will result in a permanent lock on that ID. If the Techline Customer Support Center informs you of this situation, you must work with your Partner Security Coordinator to create a new ID. It also may require working with your local IT support to format and reload your PC Operating System.
Locked Out
Starting September 12, 2024, GM began blocking counterfeit devices from use with GM service applications. Connecting counterfeit devices will result in that user ID being prevented from logging into GM service applications. It also may negatively impact warranty claims, depending on the procedures performed. If you experience any issues or errors logging into Techline Connect, please contact the Techline Customer Support Center at 1-800-828-6860 to have your ID reset.
Scan tools and diagnostic tools such as the MDI 2 are large investments for many service departments. For buyers to ensure that they are getting the real tool, and the tech support and warranty protection that comes with it, purchases should only be made from approved retail channels such as Bosch Diagnostics.
– Thanks to Chris Henley
If you’re experiencing specific errors attempting to log in to TLC and the TCSC has said that the ID is locked, there are two ways this occurs. One is by using a counterfeit MDI 2. GM will unlock your ID if you stop using the device. The second way your ID can be locked out is by violating the terms and conditions of the software license, which can happen by doing something malicious, sharing your ID with someone who is doing something malicious, or your ID has been compromised through other means. If it falls into this latter category, your ID will not be unlocked. You would need to get with your Partner Security Coordinator in your dealership to have them create a new ID. You should create a very secure password and ensure your PC has been scanned with up-to-date security software to ensure the PC has not been compromised by malware.
Unable to get Techline to reset. Sent out mdi2 to verify authenticity. Said violated T and C
No way to get any help from anyone from techline, global connect and district rep
The Mongoose is not a full direct replacement for the MDI 2, but it can be used for some diagnostic and SPS programming events on some GM vehicles. Contact the manufacturer (Opus) for full coverage details.
can the mongoose 2 be use for gm programming?
Thanks for the response in reference to using the Mongoose II , It’s nice to have the option for GDS2 , I still ONLY use the MDI2 for programming though .
Counterfeit J2534 devices don’t provide “an affordable alternative.” Counterfeit devices have been found to contain embedded viruses that can infect a user’s PC and ultimately cause issues with vehicle programming and damage to modules. In addition, the counterfeit MDI 2 in some cases is actually a clone of the MDI 1 board, so in addition to risking viruses, you’re not able to use the counterfeit MDI 2 on VIP vehicles and any other protocols that a valid MDI 2 provides over the MDI 1.
Valid J2534 devices, including the Mongoose, can be used with Techline Connect and will not trigger a block. The only devices triggering blocks are counterfeit MDIs, counterfeit MDI 2s and other counterfeit J2534 devices.
I Have used a Mongoose II Pro for GM in the past and have seen it listed On Dealer tool web site ; is this tool going to trigger a ID lock? Or can it still be used when a Actual MDI2 isn’t available?
(What GM really means): “We realize that our hardware is overpriced and not always user-friendly, whereas the aftermarket “counterfeit” solutions have afforded both DIY and independent shops alike to repair their bricked vehicle/ module(s) for a much more affordable price. We, GM, therefore cannot allow them to undermine our price gouging tactics like that, and as such will be flagging anything besides OEM as “counterfeit”.
There is no way to identify a counterfeit MDI 2 by the serial number. The best way to identify it is to connect to the MDI Manager. It will show up as an MDI 1 because that’s actually what is inside the MDI 2 cover. You’ll also get an E4214 error while trying to login to TLC, which means your ID is blocked due to counterfeit usage.
Is there any way to tell if the MDI2 is original from the serial number?
I started a case 3 days ago and nobody is responding. How are we supposed to fix cars when GM doesn’t provide us the necessary tools to do our job? Never seen it this bad in 40 years.
“Use the DCM (just like a TAC case) to start a case. Select the New Techline Case button. (Fig. 4) Technicians have three options: call TCSC immediately; for TCSC to call the technician; or for TCSC to respond back in the DCM.” That would be great if we could do that in Canada, about time to bring this feature over isn’t it?