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Why can't I log into the VinMotion website?

Step 1

See if you can log in under your own account. If you can, proceed to Step 2. If you can't, escalate the issue to a Team Lead with any errors you are getting.

Step 2

Are any error messages coming up?

  1. Login/Password errors

    1. Verify the UserName/Email in DS Insight. Is the account active?

      1. If it is disabled, verify with the Market Mgr whether it should be re-enabled.

      2. If it is active and they are using the correct credentials, are they using the correct case (it is case-sensitive)? The dealer can reset his/her password by using the "Forgot Password?" link on the logon page.

  2. Server errors

    1. Get the exact wording of the error (have the dealer email in a screenshot if you can).

    2. If they were able to get logged on, have them click on System Preferences -> Support then go to the Browser Check tab. This page shows any software conflicts and will provide links to update outdated software.

Step 3

If the VinMotion logon page won't come up at all:

  1. Verify they are using https://vinmotion.vehicledata.com and not an old bookmarked URL.

  2. Have them try logging in from a different computer at the dealership (there may be a problem with that one computer).

  3. Try a Trace Route and Ping to check connectivity: How to Perform a Trace Route (MS Windows platform)

    1. Trace Route Procedure

      1. Open a command window

        1. a. To do this, type CMD in the search box. This will bring up a link to the Command Prompt. Right-click on the link and select 'Run as Administrator'.

        2. The black Command window should come up.

      2. Run Trace route

        1. Type in tracert inventory.vehicledata.com

        2. The command window will begin scrolling data by as it performs the test

      3. Email a screenshot of the data to support@getauto.com

        1. Click the top left corner of the command window, select edit, then select all

        2. The menu will then disappear.

        3. Click the top left corner of the command window, select edit, then select copy

        4. Open Email program

        5. Paste contents into the email by going to Edit, Paste. Send the information to the email address above.

        6. Exit the Command window.

    2. Ping Procedure

      1. From the command window, type in ping vinmotion.vehicledata.com and press enter. The command window will pop up and begin scrolling data by as it performs the test.

      2. Email the data as in step 3 above.

  4. The information from the tracert and ping procedures should be escalated.