My Car Connection : Vehicle Telematics : FAQ's

Self Help FAQ's

Most Frequently Asked Questions

Can I install Car Connection myself?

  • Yes, Car Connection plugs into the OBD port of your vehicle. Car Connection plugs directly into the vehicles OBDII port under the dash which is located within 3 feet of the driver's seat - NO tools are required to access.

How do I activate my Car Connection system?

  • Your Car Connection system is activated and ready to go after you go through the device activation portal on the Car Connection website. Simply follow the steps to create and account and select a service plan.

What if I forgot my password?

  • From the login screen click the Forgot Password link .Enter the login email address you used to create your account. You will be sent an e-mail with a link to reset your password.

I did not receive an account activation email. What happened?

  • Please insure you entered the proper email address when setting up the account. Also , check your spam filter incase it was accidentally blocked.

How do I change the name of my vehicle?

  • From the Main Menu of the app click on Settings >vehicle info> Edit Vehicle information. You can also add a photo to your profile.

I am not receiving any alert notifications?

  • Be sure that the recipient(s) you want to receive alerts are added to the account under the add User Section. The notification will be send to the email and phone number provided within the user account setup. To change turn ON/OFF notification from the main screen go to the > Settings > Change Notifications page.

Can I add multiple vehicles on my?

  • Car Connection will support up to 20 vehicles, perfect for a large family or even a small fleet.

Can I add Multiple users to my account?

  • Car Connection will allow the administrator to add multiple users to the account. You can control the access and/or permissions of specific users allowing other users (or drivers) to view the data for the vehicle without sacrificing the specific settings that you have configured.

I registered multiple vehicles on my account but how do I access them from the website?

  • Simply use the drop down box labeled Vehicle directly above the vehicle profile on the main screen.

If I have multiple vehicles on my account will I receive notifications from any vehicle?

  • Yes. You will be notified if any zones have been triggered for all vehicles on your account provided you have toggled Alerts on for each vehicle.

Does the service plan give me unlimited use?

  • Yes, the service plan gives the end user consumer unlimited day-to-day usage of the Car Connection system in the United States. Car Connection will locate the vehicle every 5 minutes with the vehicles ignition is ON and every hour when the vehicle is OFF.

Is Car Connection available outside the U.S.?

  • No. At this time it is only available in the United States.

Will the Zoom safer Distracter Driver solution work with all Smart Phone?

  • No, Currently the Zoomsafer application will only support Android and Blackberry at this time.

I am getting a 'Sorry, either your password or email is not correct. Please check them and try again' error message when I try to login.

  • Please check if caps lock in on your keyboard.
  • Be sure to check that you are entering entire email address as your user ID.
  • Your email address is not case sensitive. So if you registered as Jane.Jones@MyU.edu, you can log in to the application as jane.jones@myu.edu, etc.
However, your password is case-sensitive. It can be any group of letters and numbers, including capital letters. You must type it exactly as when you registered. When typing the password, make sure your Caps Lock key is off. (On most computers, the Caps Lock mode will force all letters to be entered in upper case even if you press the Shift key as well.)

I am getting 'your search - URL - did not match any documents' while trying to reach the Car Connection web site.

  • Be sure to check that you are entering correct URL in the browser.
  • Add URL to Favorites/ Bookmark (see steps below for different browser)
    • How to add URL in Internet Explorer Favorites?
      • Select Favorites menu from menu bar
      • Select Add to Favorites option from Favorite menu
      • Add a Favorite pop box will be displayed; Enter desired name in Name text box and select a folder from Create in Drop down list where you want URL added.
      • Optional New Folder button will allow user to create a folder to be shown in Create in drop down list.
      • Click on Add button to save the URL in your Favorite menu.
    • How to add URL in Firefox bookmarks?
      • Select Bookmarks menu from menu bar
      • Select Bookmark this page option from Bookmarks menu
      • Edit this bookmark pop box will be displayed; Enter desired name in Name text box and select a folder from Folder Drop down list where you want URL added.
      • Click on Done button to save the URL in your Bookmark menu.
    • How to add URL in Chrome bookmark?
      • To create a bookmark for the page you're on, click the icon in the address bar.
      • Bookmark added pop box will be displayed; Enter desired name in Name text box and select a folder from Folder down list where you want URL added.
      • Click on Done button to save the URL which you can then find your new bookmark on the bookmarks bar at the top of your browser window or via the wrench menu
    • How to add URL in Safari bookmark?
      • Select Bookmarks menu from menu bar
      • Select Add Bookmark option from Bookmarks menu
      • Add this page pop box will be displayed; Enter desired name in Name text box and select a folder from Bookmark menu Drop down list where you want URL added.
      • Click on Add button to save the URL in your Bookmark menu.

I am getting a '404 not found' or 'Error 404' or 'HTTP 404', 'Error 404 not found' or '404 File or Directory Not Found' or 'HTTP 404 File Not Found' or '404 Page Not Found' error while trying to reach the Car Connection web site.

  • Be sure to check that you are entering correct URL in the browser.
  • Retry the web page by clicking the refresh/reload button or trying the URL from the address bar again. The 404 Not Found errors has been known to appear on occasion even if there is no real issue so a simple refresh will often load the page you were looking for.

I am not able to load the application correctly.

  • Empty your browser's cache
    Clearing your browser's cache can force recently changed web pages to show up properly. Each browser handles caching differently, so be sure to follow the correct steps for your particular browser.
    • Internet Explorer
      • In your browser's menu bar go to Tools → Internet Options → General → Browsing History → Delete...
      • From this window delete the Temporary Internet Files.
      • Close this window, then select OK before exiting the browser.
    • Firefox
      • In your browser's menu bar, go to Tools → Clear Recent History.
      • Under "Time Range to Clear" select "Everything."
      • Expand the "Details" section and check "Cache."
      • Click the "Clear Now" button.
    • Chrome
      • In your browser's toolbar go to Tools → Options → Under the Hood.
      • Click the button labeled "Clear browsing data."
      • Select the checkboxes for the types of information that you want to remove.
      • Click "Clear browsing data."
    • Safari
      • In the Mac OS X menu bar, go to Safari → Empty Cache.
  • Remove stale cookies

    cookie is a piece of text stored by your browser to help it remember your login information, site preferences, and more. If you are having problems with one of our sites, deleting your cookies will reset your preferences to their default values.
    Note: On Firefox, Chrome, and Safari, it is possible to search for and delete specific cookies. On Internet Explorer you will have to delete all cookies.

    • Internet Explorer
      • In your browser's menu bar, click on "Tools."
      • Click "Internet Options..."
      • Under "Temporary Internet Files" on the General Tab, click "Delete Cookies."
      • Click "Ok" on the dialog box that says, "Delete all cookies in the Temporary Internet Files Folder?"
      • Click "OK" to exit.
    • Firefox
      • In your browser's menu bar, click on "Tools."
      • Click "Options..."
      • Click on the "Privacy" tab.
      • Click on "Show Cookies..."
      • Look for cookies specific to your application.
      • Select the cookie you want to remove and click "Remove Cookie."
      • Click "Close" to exit.
    • Chrome
      • In your browser's toolbar go to Tools → Options → Under the Hood.
      • Content settings in the "Privacy" section.
      • On the "Cookies" tab, click Show cookies and other site data.
      • Click Close for the Cookies and Other Data dialog when you're done.
    • Safari
      • In the Mac OS X menu bar, select "Safari."
      • Click "Preferences..."
      • On the "Security" tab, click "Show Cookies."
      • Click on "Show Cookies..."
      • Look for cookies specific to your application.
      • Select them and click "Remove."
      • Click "Done."
      • Close the Preferences box.
  • Make sure you're using a required web browser
  • Check your internet connection:
    • Can you access other major web sites? If you're having trouble accessing our application sites, try visiting Google, Yahoo, or Apple. If these sites fail, you may have a more serious connection issue — try connection tips listed below.
    • Try another browser Extensions or other software may occasionally corrupt your browser, leading to unexpected behavior. Before making changes to your primary browser, try accessing the internet with another browser like Chrome or Firefox.
    • Check your anti-virus and firewall settings Still having issues no matter which browser you're using? Try disabling your anti-virus software — corrupt or partially-uninstalled software can break your access to the internet. Also try disabling your firewall temporarily to see if that helps.
      If you continue experiencing issues even with anti-virus and firewall disabled, it's time to check your connection to the network.
    • On Wi-Fi? Make sure you're connected. Wireless hotspots are great, but they're not always reliable. If you're using Wi-Fi but having connection issues, start by verifying your connection to the base station. Are you connected to the base station you expect or did your computer picking up someone else's signal? Did you enter the correct password? If you're on the correct base station and the password checks out, try looking into your signal strength. If it's relatively weak, try moving closer to the hotspot and try accessing the web again. Good signal but still having issues? It may be time to restart the base station and try again in a few minutes.
    • Restart your modem and your router. When all else fails, it's time to check the hardware that connects you to the internet in the first place. If you can access the modem and the router, you'll need to disconnect them from their power source (the power button often just puts them in standby). Once you've powered down the modem and router, wait 10-15 seconds, then plug the modem back in, followed by the router. Allow time for both to boot up and connect by watching the activity lights, then try connecting to the internet again on your computer.

How do I reset Web Browser Settings?

  • Google Chrome 5.0.
    • Open the browser and then choose "Options" from the "Tools" pull-down menu.
    • Click on the "Under the Hood" tab and then select the "Reset to defaults" button.
    • Choose the "Reset to defaults" when prompted to confirm if you would like to reset your browser to its default state and then select "Close."
  • Internet Explorer (IE) 8
    • Open IE8, select "Tools" and then choose "Internet Options" from the drop-down menu.
    • Choose the "Advanced" tab and then select the "Reset" button. Check the "Delete personal settings" check box if you would like to remove your personal settings while resetting IE.
    • Select "Reset" and then click "Close" when the reset process completes.
  • Firefox 3.6
    • Open the Windows Start menu and then choose the "Run" utility.
    • Type the following command in the box and then click "OK": Firefox -safe-mode
    • Check the "Reset toolbars and controls," "reset bookmarks to Firefox defaults," "Reset all user preferences to Firefox defaults" and "Restore default search engines to Firefox defaults" check boxes, respectively and then select the "Make Changes and Restart" button.

I have forgot the user ID I used when I performed the registration.

  • This is the same email you used when you completed your purchase or the email where you received your invitation to join this account.
  • Even if you change your preferred email address in the application, your original login email will be the one you need to get into the site.

I have forgot the user ID I used when I performed the registration.

  • This is the same email you used when you completed your purchase or the email where you received your invitation to join this account.
  • Even if you change your preferred email address in the application, your original login email will be the one you need to get into the site.

I have forgotten the password I used when I performed the registration.

  • Go to the car connection web site and enter the email address you have used as used ID during registration process.
  • Now click on 'Forgot your password?' link available on the login page.
  • A link will be sent to the email address you have used as your user ID with all the instructions on resetting your password.
  • Click on the link available in the password reset email sent to you. This will open a page where you can create a new password.

I have forgotten the password I used when I performed the registration. I have clicked on the 'Forgot your password?' link and I did not receive password reset email.

  • Be sure to check your junk or spam filters on your email inbox.
  • If you changed your preferred email address in the application, then password reset email will be sent to your preferred email address and not to the email address you have used as your user ID.
  • If you are not able to see the password reset email in your inbox or junk folder please call tech support.

Reset password page is not being displayed when I clicked on link available in the password reset email.

  • Be sure to check password reset page is hidden behind the windows already opened.
  • If you have two or more browsers installed on your computer, then password reset page might be opening in a different browser, other than the one that is currently being used on your computer.
  • Copy the URL available in the password reset email and paste the URL into browser. Press enter and password reset page will be visible.
  • Be sure you have not copied and pasted any extra spaces if you copy the link into your browser's URL bar.
  • Still not working, then please call tech support .

What internet browser should I use?

  • You can use Microsoft Internet Explorer (Versions 8 & 9), Firefox, Google Chrome and Safari. You can download both browsers for free. For Internet Explorer, go to microsoft.com/IE. For Firefox, go to mozilla.org. For Safari, go to Safari Browser for Windows. For Chrome, go to Chrome Browser

Safety Zones

What operating systems should I use?

  • You can use Windows XP Service Pack 3 and higher and Mac OS 10.5 and higher.

I do not see zone circle on the map when I clicked on 'Show zone' option.

  • You can use Microsoft Internet Explorer (Versions 8 & 9), Firefox, Google Chrome and Safari. You can download both browsers for free. For Internet Explorer, go to microsoft.com/IE. For Firefox, go to mozilla.org. For Safari, go to Safari Browser for Windows. For Chrome, go to Chrome Browser

I do not see 'Add zone' option.

  • Ask your 'Account owner' to edit the zone, as he will have 'Add Zone' option. Account users will not have permission to add zones.

I do not see 'Edit zone' option.

  • Ask your 'Account owner' to edit the zone, as he will have 'Edit Zone' option.

I do not see 'delete zone' option.

  • Ask your 'Account owner' to delete the zone, as he will have 'delete Zone' option.

I am unable to add a zone.

  • Be sure that you have not reached the maximum limit i.e. 5 zones per account.
  • If you have reached the maximum limit, delete one of the existing zones and then you will be able to add a new zone.

I am not seeing appropriate zones

  • If there are multiple vehicles in your account, be sure that that you have selected correct vehicle..

How can I recover a deleted zone?

  • You may need to create a brand new zone. This application does not support recovering deleted zones

I am getting processing icon while creating a new zone or editing an existing zone.

  • Do you have multiple vehicles in your account? If Yes
  • Be sure that you are not using the same zone name that was given to a different vehicle in your account.
  • If no, then please call Tech Support

Settings

I am not receiving Text notifications.

  • Be sure that you have provided correct number in the 'cell phone' number field and selected correct carrier in edit profile light box.
  • Be sure that you have selected all notifications check boxes in the change notifications light box.
  • Still not working, then please call Tech Support.

I am not receiving Email notifications.

  • Be sure to check your junk or spam filters on your email inbox.
  • Be sure that you are looking at your preferred email address account and not the email address that you have used as your user ID, if both are different.
  • Be sure that you have provided correct email address in the 'Email' field in edit profile light box.
  • Be sure that you have selected all notifications check boxes in the change notifications light box.
  • Still not working, then please call tech support

I am unable change notifications of other person

  • You can change notifications of a user, only when you login as that user. If you know the login credentials of other person, login as him/her and then change notifications.

I am unable to see profiles of other users.

  • a. If you login as a user with 'Account user role type', you cannot see profiles of any user in your account. If you login as a user with 'Account manager role type' you can see profiles of other account users and you cannot see profiles of other Account managers or Account Owner. If you login as an account owner you will be able to see profiles of all the users meaning Account managers and account users

I am unable to invite other users.

  • Be sure to check that you are an account owner. Only account owners will have permission to invite users.

I did not receive Invitation email when account owner invited me.

  • Be sure to check your junk or spam filters on your email inbox.
  • Be sure to check that you are looking in the same email account provided by account owner while he/she invited you.
  • If you are not able to see the invitation email then please call tech support

Create password page is not being displayed when I clicked on link available in the invitation email.

  • Be sure to check create password page is hidden behind the windows that are already opened.
  • If you have two or more browsers installed on your computer, then create password page might be opening in a different browser, other than the one that is currently being used on your computer.
  • Copy the URL available in the invitation email and paste the URL into browser. Press enter and create password page will be visible.
  • Be sure you have not copied and pasted any extra spaces if you copy the link into your browser's URL bar.
  • Still not working, then please call Tech Support

I am getting an error 'User with this email already exists' when I used valid email address.

  • Be sure to check that this email address is not being used in any other accounts. If there is already a user with this email address in any other car connection accounts then you cannot use this email address
  • Be sure to check that this email address is not used for any of the deleted users.
  • Use a different email address to invite a user.
  • Still not working, then Please call Tech Support

ZoomSafer Application

I am unable to upload the pictures?

  • Be sure to check that 'Adobe Flash Player' is installed on your computer.
  • Your computer must have 'Adobe Flash Player' in order for some things to work properly in the application.
  • Still not working, then please call Tech Support
  • Max file size, 500kb

I want to reactivate the ZoomSafer application in my account again.

What is Zoomsafer?

  • An application for mobile phones. When installed, starting the car will cause the Car Connection device to send a signal which will disable inbound/outbound calling and all text/email functionality. Call and message functionality will be restored when the car is turned off. Only phone numbers in your Whitelist will be able to call you when the car ignition is on.
    NOTE: when the car is started the phone will be disabled regardless of where it is or who is driving, even if the phone and car are in different states.

How much does it cost?

  • It's free! There are no one-time or monthly payments for this service.

32. How do I install it on my phone?

  • This can be done once you've set up your account.
  • At the completion of the guided set-up process, the end user will receive an email with a link to download the Zoomsafer application. *Note: The email must be accessed from the end users mobile or smart phone to facilitate the download.
  • If prompted with install blocked go to settings and enabled Unknown source.

What is the Whitelist?

  • A list of phone numbers which will be permitted to call you when the car is running

Can I make calls to people on my whitelist when the car is running?

  • Yes.

I am trying to download the ZoomSafer application on my phone and it is not working.

  • Be sure to check the type of phone you are using. Zoom safer application will work only on Android and blackberry phones.

Dashboard

Which versions of Blackberry and Android will the ZoomSafer application support?

  • Android 2.2 or newer and Blackberry OS 5.0 or newer.

I am getting false zone enters and zone exits. I am in my home but zone enter and zone exits are being generated.

  • Increase the zone radius via safety zone page. This will prevent false zone enters and zone exits to some extent.

How can I calculate fuel economy?

  • Fuel economy = Miles driven/Fuel consumed. You can get 'miles driven' and 'fuel consumed' values from vehicle health report light box.
    *Note: some vehicles will not provide this data to the application.

I do not see location fixes on the map and I do have some fixes day before yesterday.

  • Locations points displayed will be for a single day. If there are no location points for a given day, the safety zones will be displayed. You need to select a specific day from the calendar icon or arrows available in the Alerts window in order to see location fixes.

I am not seeing warnings happened on yesterday or any other past days.

  • You will see only most recent warnings under the warnings section. However No. of occurrences column will be updated when there is a new warning.

How can I calculate optimal MPH displaying in the fuel economy page.

  • These values are coming from Ideal lower speed and ideal upper speed values displaying in the vehicle health report

Mobile Applications

I am unable to see alerts and location history of previous months.

  • You will be able to see alerts and location history data for different dates up to 30 days in the past by choosing a date from the calendar in the Alerts window.

How can I download the mobile application on my phone (Android, BlackBerry, iPhone)?
Note: Applications not yet available in the Google Play Store or Apple App Store.
Note: Utilize process below to download apps; URL in step 1 may vary.

  • Mobile App Downloading Steps for Android
    • Goto following URL: http://focalpoint.omnilink.com/omnilinkmobile/ on your mobile phone browser
    • Click on the application icon you want to download
    • Click phone menu option to view all app
    • Click on Downloads icon
    • Click on Downloaded application from the list
    • If prompted with install blocked goto settings and enabled Unknown source.
    • Go back to downloaded application list and click on the application from the list
    • Click on install button
    • When installation is completed click on open button to goto Login screen or click on Done to finish installing application.
  • Mobile App Downloading Steps for BlackBerry
    • Goto following URL: http://focalpoint.omnilink.com/omnilinkmobile/ on your mobile phone browser
    • Click on the application icon you want to download
    • Click on Download button
    • Wait until Downloading is completed
    • Click OK button to finish installing or Run button to goto application login screen.
  • Mobile App Downloading Steps for iPhone
    • Goto following URL: http://focalpoint.omnilink.com/omnilinkmobile/ on your mobile phone browser
    • Click on the application icon you want to download
    • Click on Install button when prompted after clicking the mobile app icon.
    • Wait until the mobile app is loading on the phone
    • Installation of App is completed successfully when mobile app icon is displayed on the screen
    • Click on Icon to goto Login screen.

How can I get access for my user account to login into mobile application on my phone (Android, BlackBerry, iPhone)?

  • You need to contact Omnilink Support to give your user account permission to access mobile application. You need to provide the following information.
    • User First Name and Last Name (required)
    • Username (required)
    • Device id (required)
    • Address and Phone Number (optional)

What username and password I need to use to access the mobile application?

  • User should use the same Username and Password they use to access the Web application.

Self Help FAQ's

Device ID

What version of Mobile OS and Resolution is required for mobile application?

  • BlackBerry, min version OS5+. Resolutions: - 320x240 - 360x480 - 480x320 - 480x360 - 480x640 - 480x800 - 640x480
  • Android, min version 2.1 (SDK7). Resolutions: - 240x320 (ldpi) - 320x480 (mdpi) - 480x800 (hdpi)
  • iPhone, min version 4.3. Resolution is standard for iPhone.

Billing

Where is the device ID located?

  • The device ID is on a silver sticker on the device, it is called the MEID.
  • When entering my device ID, I get an "Invalid Device" message.
  • Double check the device number.
  • The device number is not case sensitive; "D" is the same as "d".
  • The letter "O" is not in the device number, only the characters A-F and 0 (zero) through 9 are present. *Note: If device is not recognized, file a support ticket

Can I use a different credit card to pay my monthly bill?

Is a receipt when my credit card is charged?

  • Answer- Yes. A receipt will be emailed to you once a charge is made to your credit card. You must keep your email address current in order to receive your emailed receipt.

Can I pay with a check instead of a credit card?

  • Answer- No- credit card only

Can you bill me each month for service instead of automatically charging my credit card?

  • Answer- No-only monthly or yearly pre-paid billing options are available at this time.

What are the service/billing Options for Pep Boys customers?

  • First 12 months free, $9.95 monthly thereafter
  • First 6 months free, $9.95 monthly thereafter
  • Standard monthly subscription of $9.95

Do I need a Pep Rewards ID to purchase service?

  • Answer- No- If no Rewards ID is entered on the device activation page, the standard monthly subscription will apply

Is there an activation fee for Pep boy's customers?

  • Answer- No, there will be no activation fee for Pep Boys customers

What are the service/billing options for Audiovox retail customers?

  • $9.95 monthly plan
  • $79.95 annual plan

Is there an activation fee for Audiovox retail customers?

  • Answer- Yes- all plans have a $19.95 activation fee associated.
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