Did you first try the recommended procedure of calling and e-mailing support for help with you unit's serial number , mobile contact # and an in depth explanation of your problem and the urgency to resolve it , document the dates , times, case number assigned and the names of who you corresponded with. Try daily to check status, but   allow a week for them to get back to you ,versus the remote chance that support would attempt to help you from off this User Forum? This is like the last place resort to seek Tech Support from Autel after you have failed and  have exhausted the recommended avenues to get help from Autel  tech support.If you don't have documentation of this then you could just be a Shill from a competing Scanner company and Autel should at least have support on here for damage control.
  Support used to be on here and used to try and help us out with the easier questions to problems , but her boss Got to Suck Donkey Dong, She probably got reprimanded for Chicken Sh@t BS and they seemed to have pulled all Autel support off this User forum.
  Sooner or later if things don't improve with customer support and someone looses their job because they can't fix cars, and get support in a timely matter and end up getting  fired, or their business fails, Autel could someday face a real surprise of a returned scanner from some  Irate Jihadist.
 Autel , Please Get your F'N Sh@t together with Support!!