Thanks for your reply. Initially I ran continuity checks on the OBD 16 pin cable. Only pin 5 (Earth) did not have continuity. So to save time i purchased a brand new genuine cable. When i ran checks on the new cable i found pin 5 on the cable connects to pin 4 which is also an earth. I tried the new cable anyway with no luck.
It is Chinese new year so the Chinese are on holiday. I'm really stressing right now as we rely on this scanner to get us out of trouble in the workshop.
Autel America thinks in might need flashing but cannot help us.