We are facing a critical issue at our repair shop with the Mercedes diagnostic system after applying a Xentry 2016 Patch. Despite being Mercedes-Benz specialists, we’ve encountered a complete roadblock in our ability to service these vehicles. We are unable to perform even basic diagnostics or programming on any Mercedes model, regardless of the year. This problem arose directly after we were provided with a patch intended to resolve a specific issue with a 2016 Mercedes G65 (W463).
The initial problem we reported was the inability to diagnose and program a 2016 Mercedes G65. In response, mbdiag support, specifically Ronnie and Jesse, along with Mirek from customer support, provided us with a xentry 2016 patch. This patch was purportedly designed to fix the communication issue with the W463 model. However, instead of resolving the initial problem, this xentry 2016 patch has had catastrophic consequences. Now, every attempt to log into any Mercedes vehicle for diagnostics results in a system crash. This renders our entire Mercedes diagnostic capability useless.
We have engaged in extensive communication with mbdiag support to resolve this critical issue. Over twenty documented emails have been exchanged with Mirek, Ronnie, and Jesse, detailing the problem and seeking a solution. Despite our persistent efforts and providing detailed information about the system crashes following the xentry 2016 patch installation, we have yet to receive a viable resolution. The support responses have been unhelpful and have not addressed the core issue caused by their provided patch.
Adding to our frustration, the timeline from our initial purchase of the J2534 device has been plagued with delays and complications. After placing the order and being charged, we were initially informed of a 30-day delivery wait. However, the delivery confirmation email was not received until December 2nd, 2020, only after numerous inquiries about the delayed delivery. Subsequently, it took another month to receive the necessary login credentials to even begin using the software.
Initially, the system functioned, allowing us to program engine control modules on a couple of vehicles. However, following the 03/2021 Xentry update, we lost login access. More emails and communications with Mirek and Ronnie were required to regain login capability, but programming functionality was lost at this stage. This led us to the issue with the W463 G65, for which we requested support and received the problematic xentry 2016 patch.
The culmination of this frustrating experience was a phone call from Jesse, in response to our escalating concerns about the now completely unusable system. Instead of acknowledging the issue caused by their xentry 2016 patch, Jesse suggested that the problem was our hardware. When questioned about the system’s prior functionality before the 03/2021 update and the application of the patch, the response was dismissive. Jesse’s ultimate suggestion was that purchasing the “Kit 4 package” for $29,000 would resolve these issues. This response strongly suggests a lack of genuine support for J2534 devices and independent repair shops, seemingly pushing towards the adoption of Mercedes’ own, expensive diagnostic tools.
This entire episode, centered around the faulty xentry 2016 patch, has severely impacted our ability to service Mercedes-Benz vehicles and raises serious concerns about the support provided for independent repair professionals using J2534 compatible tools. We are now left with a diagnostic system rendered useless by a patch intended to fix a minor issue, highlighting a critical failure in support and quality control.
