The Diagnostic Tool FAQ

1. Background

    To assist the Technical Engineer and Service Specialist use the Diagnostic Tool more conveniently, and to quickly solve some common usage problems.
We summarized the tool usage requirements, common issues and solutions. All Technical Engineers and Service Specialists need to study and grasp the below information before use the Diagnostic Tool.

2. Applicabke

    All Technical Engineers and Service Specialist from outside China region customer service centers.

3. Model support and function description

3.1 Model support

• All models can connect with the Diagnostic Tool. The tool will automatically switch to using the 1.0 function or 2.0 function according to the model version (The interface is shown in the attachment ).

• If the Android Version is below 9.0, the tool will use the 1.0 function to diagnosis.

• If the Android version is higher or equal to 9.0, the tool will use 2.0 function. It is recommended to connect the Diagnostic Tool after updating the mobile phone system to the latest version.

3.2 Function description

    The Diagnostic Tool supports the Pre-repair diagnosis, the Post-repair diagnosis, the Device calibration, and the Customization.

3.3 Use requirements

3.3.1 Pre-repair Diagnosis: Use the Pre-repair Diagnosis function to diagnose software issues that cannot occur every time. Please select specific diagnostic items according to the Customer Fault Description and Fault Phenomenon.
3.3.2 Post-repair Diagnosis: Use the Post-repair Diagnosis function to diagnose those mobile phones that have been repaired or flashed.
3.3.3 Device Calibration: For the mobile phone that has been disassembled and replaced with components, it is necessary to do the Device Calibration.

4. FAQ

4.1 The Diagnostic Tool connection

   steps：

• On Computer: Open the diagnostic tool and log in.

• On Phone: Enter Settings → Additional settings → Developer options, open USB debugging (If it is a new phone, click the Build Number 7 times to enable the developer option).

• Connect the mobile phone and the computer with the USB cable. If the mobile phone has a pop-up window, please select "Transfer File"; if no pop-up window pops up, please manually set it in Settings→Additional settings→Developer options→Network→Select USB Configuration and switch to “MTP( Media Transfer Protocol)" mode.

• After turning on the USB debugging and Transfer File, if the phone is connected to the computer for the first time, the phone will pop up the window "Do you want to allow USB debugging" or "Do you want to turn on USB debugging", please select "Yes". Note: Please read the detailed operation steps: the Help document in the upper right corner of the tool ("Help"→"Help file").

4.2 How to completely uninstall the Diagnostic Tool? 

    Solution： 

• (1) Go to Control Panel → Program Uninstall → Uninstall "OPPO Intelligent Diagnostic Tool" program.

• In the "task manager" of the computer, end the adb.exe process.

• Search the "OIDT" folder on the computer and delete all of them.

4.3 How to modify the computer compatibility? 

    Solution： 

• Right-click the Diagnostic Tool icon → open the file location.

• Under the tool installation path, right-click DiagnosicTool.exe and select Properties.

• In the pop-up window, select the Compatibility tab → check "Run this program in compatibility mode" and select the system version of the computer → click “OK”.

4.4 Error reported when running diagnostic tool Issue 

4.4.1 Description: After the installation is completed, an error is reported when running directly. 

4.4.2 Reason: The system permission obtained by the program is not enough. 

   Solution：

• Uncheck “Launch Diagnostic Tool” after the program is installed.

• After the error message ends, right-click the tool icon to run the diagnostic tool with administrator rights.

4.5 Cannot open the Diagnostic Tool Issue

4.5.1 Description: When you click the tool icon to open the Diagnostic Tool, a crash error message pops up. 

4.5.2 Reason: The ADB process is occupied, the remaining files of the tool and other factors prevent the normal opening of the Diagnostic Tool. 

    Solution：

• In the task manager, end the ADB process, close other programs that occupy ADB (for example: CSDT/USB phone), and reopen the Diagnostic Tool.

• Uninstall all intelligent diagnostic tool programs in the control panel → uninstall program panel, delete all OIDT folders, and reinstall.

• Try to modify the computer compatibility of the diagnostic tool (For specific methods, see 4.3“How to modify the computer compatibility? ”).

4.6 Connection failed Issue

4.6.1 Description: When the mobile phone is connected to the Diagnostic Tool, the tool interface prompts "Failed to connect to the device, please try again after turning on the USB debugging mode" or "No device, please use it after connecting the device". 

4.6.2 Reason: 

• The setting of USB debugging is not successfully opened (Using *#80011# will cause this problem).

• After the phone is connected to the computer, "Transfer File (or MTP)" is not selected.

• USB debugging and "Transfer file" are all turned on, but the driver does not recognize the phone, and there is no pop-up window prompting "Allow USB debugging?".

  Solution：

• Turn off USB debugging, restart the phone and manually enter Settings → Additional settings → Developer options to turn on USB debugging.

• Enter Settings → Additional settings → Developer options → Network → Select USB Configuration → Set to "MTP (Media Transfer Protocol)".

• Reinstall the new version of after-sales driver (V3.0.1) or uninstall the after-sales driver together with the diagnostic tool and delete it, reinstall the Diagnostic Tool, and you will be prompted to install the new version of the after-sales driver.

4.7 Disconnect automatically Issue

4.7.1 Description: Disconnect automatically after the phone is connected to the tool 

4.7.2 Reason: 

• The phone version is low and does not support diagnostic tools.

• The data cable is damaged or the USB interface is loose.

• C. Problems with mobile phones or tools have caused some service processes to be terminated.

  Solution：

• First check whether the model and version support the Diagnostic Tool. It is recommended that users upgrade the phone version to the latest.

• Troubleshoot USB cable and interface. Try to replace the interface and the USB cable, restart the tool, restart the computer or mobile phone and reconnect.

• If the reconnection is attempted more than three times and it still fails, please provide a tool log and feed it back to the technical supervisor.

4.8 Unable to apply for USB debugging permission Issue

4.8.1 Description: The phone cannot respond to USB permission requests. 

4.8.2 Reason: 

• The Assistive Ball blocked the permission request pop-up window.

• Other settings such as Smart Sidebar and Eye Comfort block the permission request pop-up window.

  Solution：

• Close the settings such as Assistive Ball and Smart Sidebar.

• After restarting the phone, try to reconnect the diagnostic tool.

4.9 Account login authentication failure If the account login fails, please check the solutions in the following list according to the error code.（Please check the following attachment）