How can we help you?

Find answers to the most frequently asked questions below or have a look into our help documentation categories at the bottom of the page.

Diagnosis

I am encountering an issue during a diagnosis session on a vehicle (example: unsuccessful control unit update).

Please raise a case via the XENTRY Diagnosis application after the issue is encountered by clicking on the “speech bubble” icon and following the ticket creation steps in XSS. Please select the correct service.

I am having an issue with the update or installation of my XENTRY Pass Thru EU / XENTRY Diagnosis Lite.

  • Go to the “Support Tool” application of your system and raise a ticket via the ticket creation function.

  • If the Support Tool application is not available on your system, please follow this link: XENTRY Support System - Search. In the search bar, enter the name of the affected product (example: “XENTRY PassThru EU”) by the issue and select the correct category.

I am having an issue accessing XENTRY Diagnosis as the system indicates that my user ID is blocked.

  • Please first check that you have the necessary right to open XENTRY Diagnosis: Standard Diagnosis Role. Please log on to the UMAS platform and select the Standard Diagnosis Role. If Standard Diagnosis Role is already listed in UMAS under “My Products”, this means your rights are in order.

  • If your rights are in order and you still have the message, please follow this link: XENTRY Support System - Search. In the search bar, type and select “XENTRY Diagnosis / DAS / HHT” and then select the “blocked user” support request. Then provide all the requested data thoroughly to have a quick resolution.

Need more help?

Contact your Mercedes-Benz Partner

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Ask for help

Please be as specific as possible and allow for waiting times. For urgent inquiries, please contact your Mercedes-Benz Partner.