What's In This Article
- About the Recommendations
- About Mileage
- About Findings in My Point of Sale
- About the Vehicle List
- About Vehicle Coverage
- Signing In and Access
- Something is Broken
- Need Help?
About the Recommendations
Are recommendations based on my shop's records, or on CARFAX too?
Both. Mastertech evaluates the maintenance schedule against the vehicle's total available history: the records that come across from your point of sale and the CARFAX history. A service performed at another shop and recorded by CARFAX does count against the schedule, and will suppress a recommendation.
Then why do I only see my own repair orders in the history list?
When the same service appears in both your point of sale and CARFAX, Mastertech shows your version, because it carries more detail and links through to the full repair order. Your own work always displays as your record. That does not mean CARFAX history was ignored. Entries that came from CARFAX are tagged as such.
What if the customer did the work themselves at home?
Mastertech has no way to know about it. It only sees what is in your point of sale and what CARFAX has recorded. Work done at home, or at a shop that does not report to CARFAX, will not appear, and the service will still show as due.
Why is this interval different from what the manufacturer says?
Check the badge on the service. OEM means it came from the factory schedule. Shop means your shop configured that interval. See Customizing maintenance intervals for your shop to change it.
Mastertech recommended something we already did.
First check the Recorded vehicle service history section of the report to see whether that service is listed there. If the work is not showing, contact support with the VIN and the repair order number.
About Mileage
I cannot set the mileage to a lower number.
This is expected. Odometer readings cannot be set backward. A reading lower than one already on record is not accepted. It prevents a typo from corrupting a vehicle's history.
The mileage on screen is out of date.
You can update the mileage at the top of the overdue services report before running it, so the recommendations reflect what the vehicle actually has on it today.
About Findings in My Point of Sale
Findings are not appearing in my Protractor work order.
Check that the In Mileage field is populated on the work order. Populating In Mileage is what triggers Mastertech to push the overdue findings across. If In Mileage is populated and findings still are not appearing, contact support with the repair order number.
I entered a different mileage in Mastertech and the findings did not update in Protractor.
Mileage entered in Mastertech does not override the mileage on the Protractor work order, and findings based on a different mileage are not pushed automatically. Use Copy Findings to copy them across manually.
How quickly do findings appear?
Typically within 30 to 60 seconds of the repair order being created, for shops on Protractor and Shop-Ware. For shops on Tekmetric, Mitchell1, NAPA Tracs, and YES Prime, it may take 1 to 5 minutes after the repair order is created.
Can I get the findings across without the automatic push?
Yes. Copy Findings on the report copies them to your clipboard so you can paste them into your point of sale, a note, or an inspection.
About the Vehicle List
A vehicle I have never worked on is on my list.
Most often, someone at your shop opened the Mastertech tab on it, which adds the vehicle without leaving any trace in your point of sale. See Finding a vehicle in Mastertech for the other explanations.
A vehicle with an appointment next week is not showing.
The list only shows vehicles dated today or within the next two days. It will appear on its own.
An older vehicle has dropped off my list.
The list shows your 100 most recent vehicles. Older entries are still in Mastertech and nothing has been deleted. Search by VIN, or open the Mastertech tab on that vehicle to bring it back to the top.
The vehicle is in the list but Mastertech has nothing on it.
Being in the list and having indexed history behind it are two separate things. This usually happens when the vehicle got into the list because someone opened the tab on it, rather than through a repair order. If the vehicle has history at your shop and it still shows nothing after a day, contact support.
About Vehicle Coverage
There are no specifications, procedures or wiring diagrams for this vehicle.
Try asking more specifically first. Naming the component or the specification usually returns results where a broad question does not. If the data genuinely is not there, Mastertech will tell you rather than estimate, because an incorrect specification is worse than none.
Which vehicles have limited coverage?
Tesla, and heavy-duty vehicles, where technical service bulletin data is the most reliable information currently available. Toyota and Lexus maintenance schedules are also limited. Coverage is expected to expand over time.
Signing In and Access
I am told my account already exists with a different authentication method.
Use the sign-in method your account was created with, either Continue with Google, or email and password. You cannot switch between them.
I do not remember which email address I signed up with.
Contact support and we can look it up.
How do I add someone to my shop's Mastertech account?
Profile menu in the top right, then Account, then Add Members. See Adding and managing your team.
Something is Broken
Nothing is loading, or the report comes back empty.
Reload the page, then clear your browser cache and try again. A brief service interruption is a common cause and this usually clears it. If it does not, contact support with the VIN or repair order number, roughly when it started, and a screenshot if you have one.
An answer was wrong.
Use the thumbs down on the answer. That opens a ticket with our support team and tells us exactly which answer to look at. Include the VIN if you contact support separately.
Need Help?
If you have any additional questions, reach out to our Support Team by clicking Submit a Request in the top right-hand corner of this page.