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Your Questions Answered here |
| Q1 : I cannot log in to the EPCnet Online site |
A1 : If you are having trouble logging in, please check the following:
- Are you logging in to the correct web site? http://epc.startekinfo.com is the correct web site.
- Are you using the correct User ID? EPCnet Online User IDs are assigned by the system and have the general form "epc01234". If you can't remember your User ID, check the e-mail that was sent to you when you subscribed.
- Are you using the correct Password? Passwords are case-sensitive. If you have forgotten your password, click on the Lost Password link on the Account tab. If you can't remember your User ID, check your e-mail in box for the message sent confirming your subscription.
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| Q2 : I can log in to the EPCnet Online site, but when I click on the link, EPCnet Online does not launch |
A2a : Check if Java is installed. If you get a window asking you to 'select the program to open the file', Java is not installed. Please log out and proceed as directed on the Installation page under the About Site tab. Also, verify that the Internet Options settings for Java (sun) are correct as explained in the Installation instructions.
A2b : If you have a firewall installed, temporarily disable it and try again. If EPCnet Online launches, the firewall configuration must be changed to allow Java applications to be run. In this case, Ports 80 and 9080 must be opened to Java.
A2c : If you have previously been successful in opening the EPCnet Online application, the problem may be related to your Java installation. First, try rebooting your computer. If that does not help, try clearing the Java Cache (See A2e below). Finally, it is possible that your Java installation may have changed. Try re-installing Java by following all of the Installation Instructions.
A2d : If you have customized your security settings in Internet Explorer, try resetting them to Medium Security, and re-setting Java-related permissions.
A2e : If you receive a Java error, try clearing the Java cache. To do this, click on Start/All Programs, select Java Web Start. From the File menu, select Preferences, and the Advanced tab. Click on the "Clear Folder" button.
A2f : If the progress bar stops at 70% with an error window, close the error window and then the progress window (which now shows 75%), then simply re-launch the application by clicking on the link again. This may need to be repeated a few times. This is related to the configuration of the specific computer, but to date we have not identified which setting is causing this.
A2g : In some cases, simply retry starting EPCnet (log off then log in again), this has been successful.
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| Q3 : Can I choose my own User ID? |
| A3 : No, all user IDs are assigned by the system automatically and cannot be changed. |
| Q4 : I have just subscribed and I don’t have my User ID, what do I do? |
| A4 : When your subscription was accepted, a confirmation page was displayed, with instructions to print the page for your records. Please consult that page. Additionally, at that time an e-mail message was generated and sent to the e-mail address you provided during the subscription process. Please check that mail box for the User ID and Password information you are requesting. If you have only forgotten your password, you can change or reset it yourself by following the Lost Password link under "My Account" before you log in. |
| Q5 : I have an Apple or Linux or Unix computer, can I use EPCnet Online? |
| A5 : No, we regret that the current version of EPCnet Online is incompatible with Macintosh, Linux and Unix Operating Systems. The only Operating System currently supported is Microsoft Windows |
| Q6 : How do I renew my subscription? |
| A6 : Please use the "Renew Subscription" link found at the log in screen. |
| Q7 : How do I change my password? |
| A7 : You can change your password by following the "Change Password" link on the "My Account" tab after logging in. If you have lost or forgotten your password, please use the "Lost Password" link under the "Account" tab, accessible at http://epc.startekinfo.com without being logged in. |
| Q8 : The EPCnet Online application runs very slowly. |
| A8 : A brief wait (1-4 seconds) between the display of each image is normal. Longer waits may be caused by your network connection or computer hardware or operating system. Please review the Hardware Requirements page. Faster hardware and Internet connections will improve performance. |
| Q9 : I am not in the USA and wish to subscribe, why is my credit card rejected? |
| A9 : We regret that our contractual agreements with Daimler AG prohibit us from offering the Electronic Parts Catalog EPCnet Online application to customers located outside of the United States. If you are located within the European Union, note that EPCnet online is offered via the Daimler Aftersales Portal. Select your desired language from the menu at upper right, then navigate to the "Service and Parts Information" page using the menu at the left. If you are located in another market, please contact the head office for Mercedes-Benz in your market for further information as to the availability of EPC information. |
| Q10 : I received an error message "Your session is already in use by another user". What should I do? |
A10a : If you have not logged in recently, your account security may have been compromised. Change your password immediately, or Contact Us.
A10b : If you were recently logged in, and your session ended abnormally, the server may be considering your former session still open. This will reset after 30 minutes. If the issue persists, please Contact Us.
A10c : Note that only one session per user is permitted, if you have more than one session open, please close all others.
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| Q11 : Why doesn't EPCnet show a Data Card for my particular vehicle? |
| A11 : Make sure you enter the complete VIN, including the correct manufacturer code prefix, and do not confuse numbers and letters. Only vehicles as of the mid-1980's have Data Card in EPCnet. For earlier vehicles, please contact the MBUSA Classic Center at 1-866-MB CLASSIC to request a Data Card copy. Some later vehicles may not have Data Cards in the system. |
| Q12 : Can I get parts prices, parts information, technical assistance, or buy parts from MBUSA? |
| A12 : MBUSA does not offer or sell parts directly, nor are we able to provide related services, including parts prices. We also cannot assist with repairs or technical advice. Please contact your nearest authorized Mercedes-Benz Dealer for assistance. |
| Q13 : Can I get parts information for smart, Unimog, or other vehicles? |
| A13 : Due to our arrangements with DaimlerChrysler AG, Mercedes-Benz USA LLC is permitted to offer only Electronic Parts Catalog data for Mercedes-Benz passenger vehicles. A complete listing of those models supported is listed on the web site http://epc.startekinfo.com, on the Coverage & Prices page under the Getting Started tab. Other brands and vehicles, such as smart, Unimog, Bus and Trucks, cannot be supported by MBUSA. For these vehicles, please contact the sales organization for that product in your area. |
| Q14 : My question isn't answered above. How do I proceed? |
| A14 : Please use the Contact Us form, providing as much detail as possible. We will respond as quickly as possible, but please allow up to 3 business days for a response. |
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