There are many different reasons why a vehicle may not start. The vehicle could be disabled due to the Blackhawk Device. If you are able to determine that the Blackhawk Device is not disabling the vehicle then it would be a mechanical issue and you will need to refer the customer to the appropriate help.
The information that is provided is how to tell if a Blackhawk Device is disabling a vehicle.
If a device is disabling a vehicle you should be able to see this via your online platform. You will be able to send the device a enable or disable using our platform.
If you believe that the device is still disabling the vehicle you can follow the below process.
1. Get the client to turn the vehicle to ignition on for 30 seconds, this will allow for any pending messages to be processed by the device.
2. Advise the person to turn off the radio so there is silence in the vehicle, this will allow for the person to hear the sound of the vehicle as it tries to crank.
3. Advise the person to turn the key over to try and start the vehicle, if the vehicle does not have a crank then it could be the Blackhawk Device, however, when a Blackhawk device is disabled the device will beep. If the person tries to crank the engine and there is no crank and no beep from the device then it is most likely that it is the vehicle itself and not the device.
4. If the vehicle cranks and there is no beeping from the device then the vehicle would be the issue.
Just remember that if the client hears a beeping while trying to start the engine then it is most likely that the device is disabled.
If you are having any further issues with this please contact the Blackhawk support team on 0800 252 254.