How to Submit the Best Support Request
IVS 360 connects your shop with OE-experienced master technicians when diagnostics get complex.
Connect the Tool
Connect your DrivePro 2 or CarDAQ-Pro to the vehicle's OBD port and power on the device.
Ensure:
- The tool is connected to the internet
- The vehicle has stable battery voltage
- A battery maintainer is connected when programming may be required
Stable power and communication are critical for accurate diagnostics.
Run a Quick Test
Perform a Quick Test scan to collect vehicle data.
The Quick Test identifies:
- VIN and vehicle configuration
- Diagnostic trouble codes (DTCs)
- Module communication status
This information becomes the foundation of your support request and helps the IVS 360 technician understand the vehicle's current condition.
Submit Your Case
Open RAP & Remote Services → Support Sessions and submit your request.
Submit Through the Tool
DrivePro 2 / CarDAQ-Pro
Submitting through the tool includes all vehicle data automatically.
Include in your submission:
- Symptoms observed / customer complaint
- Tests completed, parts replaced, measurements taken
- Intermittent conditions or previous repair history
Recommended — gives IVS 360 technicians the most diagnostic context.
Call IVS 360
Customer service will collect vehicle information and submit the case into the system.
Best used when:
- The scan tool cannot communicate with the vehicle
- There is a tool issue
- The technician cannot capture scan data
Case Review by a Brand Specialist
Your request is routed to an OE-experienced master technician who specializes in that vehicle brand.
They review:
- Quick Test results
- Vehicle network status
- Diagnostic notes
- Fault history
Cases are timestamped and worked first-come, first-served. Once reviewed, the technician will contact your shop using the phone number provided.
Work the Diagnostic Plan
Your IVS 360 technician will guide you through the next steps of the repair.
This may include:
- Targeted diagnostic tests
- Verifying fault timelines
- Interpreting scan data
- Identifying likely root causes
- Confirming repair procedures
If programming is required
The technician may recommend scheduling Remote Assisted Programming (RAP), performed remotely by Opus IVS programming specialists and scheduled directly through the tool.
Write down exact values — not "it's good".
Best Practices for Faster Support
The fastest support sessions happen when technicians provide complete information up front.
- ✔ Quick Test results
- ✔ Fault codes and freeze-frame data
- ✔ Tests already performed
- ✔ Detailed symptom description
The more information provided, the faster the diagnosis.
When IVS 360 Escalates to RAP
IVS 360 focuses on diagnostics and troubleshooting.
If the repair requires:
- Module replacement
- Module programming
- Calibration procedures
Your technician may recommend RAP (Remote Assisted Programming), performed remotely by Opus IVS programming specialists. RAP can be scheduled directly through the tool.
The Goal of IVS 360
IVS 360 exists to help shops:
- Solve complex diagnostics faster
- Reduce unnecessary parts replacement
- Avoid programming failures
- Complete advanced repairs with confidence
When the repair gets difficult, you don't have to figure it out alone.