Frequently Asked Questions

About SureTrack®


Header Bar Features


Navigation Bar Features


My SureTrack Features


Dashboard Features


Contribute Features


My Profile Features


Support Features


Main Screen Features


Registering SureTrack


SureTrack Password




About SureTrack®


What is SureTrack?

SureTrack is an all-in-one information source, combined with an interactive community of thousands of automotive professionals, to help you fix vehicle problems quickly and easily. We have gathered and analyzed vehicle-specific data generated from millions of successful fixes and consolidated all of that information along with common replaced parts statistics, diagnostic troubleshooting procedures and repair experiences from multiple sources. We know your time is valuable that is why we have done all of the legwork, so you don’t have to.

What is SureTrack used for?

SureTrack has 3 main purposes:

1. To help you fix specific vehicle problems. As a SureTrack Community member you have an incredible amount of information in an easy-to-use format, to help solve your most complicated diagnostic issues quickly.

2. To help you get information from other technicians. On SureTrack you can ask other community members questions about automotive diagnostic and repair issues.

3. To help you share your vehicle repair knowledge by writing Tips or by answering questions posted by other technicians.

Who uses SureTrack?

SureTrack is primarily used by professional automotive technicians that use automotive diagnostic tools to fix vehicles. The access to SureTrack is intentionally restricted to ensure the quality of information for our community members.

How do I navigate SureTrack?

SureTrack has 3 main areas:

1.The Header Bar  - located across the top of the page, is used to select vehicles and perform keyword searches.

2.The Navigation Bar  - located along the left-hand side of the page is used to access the main features of SureTrack.

3.The Main Screen  - The center portion of the page presents content based on the vehicle attributes and keywords selected. The main screen also has tabs that allow you to switch between functions. Which tabs are available depend on which function is selected on the Navigation Bar.

Header Bar Features


What is the Header Bar?

The Header Bar, which runs across the top of the page, features:
  • A vehicle identification window with “Select Vehicle/Change Vehicle” and TSB/Recall/Campaign buttons.
  • A search field used for entering keywords, codes or symptoms.

What is the Select Vehicle/Change Vehicle button?

The “Select Vehicle/Change Vehicle” button, located on the Header Bar, is used to identify which vehicle you want to reference on SureTrack. Vehicle attributes are selected from a sequence of option lists. Make a selection to advance through the lists. This data is used to filter searches so that only information that applies to the identified vehicle is shown. Note: We recommend making a complete vehicle selection by choosing all attributes.

How do I select a vehicle?

Use the following procedure to select a vehicle:

1.  If you haven’t already done so, click the “Select Vehicle” or “Change Vehicle” button on the Header Bar at the top of the page.

2.  Select the year of the vehicle from the list that displays.

3.  Select the make of the vehicle from the list that displays.

4.  Select the model of the vehicle from the list that displays.

5.  Select the submodel of the vehicle from the list that displays.

6.  Select the engine of the vehicle from the list that displays.

7.  After making a full selection by choosing all vehicle attributes, the screen refreshes and the selected vehicle is now shown on the Header Bar.

What is the TSB/Recall/Campaign button?

If there are any Technical Service Bulletins (TSB) from the original equipment manufacturer (OEM), National Highway Traffic and Safety Administration (NHTSA) recalls, or OEM campaigns that apply to the identified vehicle, this icon lala will appear in the TSB/Recall/Campaign button. Available items are listed in order; recalls first, followed by any campaigns, then service bulletins. The most recent is at the top of the list when multiple documents are available. Clicking on a listed item opens the complete text of the recall or campaign. TSBs are grouped by year, click the plus sign (+) alongside a year to expand the list.

How do I get fixes to problems or get help from the SureTrack community?

Simple, first select a vehicle, by clicking the “Select Vehicle/Change Vehicle” button, then perform a search with a keyword, code or symptom. You will be given information in the form of a SureTrack Tip. If you can’t find what you are looking for you can ask the SureTrack community a question by clicking the Ask the Experts button or link.

What is a SureTrack Tip?

SureTrack Tips are concise and complete descriptions of a real fix for a particular vehicle repair issue. A SureTrack Tip is a combination of proven fixes and vehicle specific data we have collected and analyzed into an all-in-one information source to help you fix vehicle problems quickly and easily.

On SureTrack you can search for Tips or enter your own Tip to help other community members resolve vehicle issues.

SureTrack Tips consist of 3 types of Tips:

1.Snap-on Certified Tips  - These tips have gone through rigorous review by experts.

2.Real Fix Tips  - These tips are gathered from actual shop repair orders and are presented in an easy to understand Complaint, Cause, Correction format.

3.SureTrack Community Tips  - These are Tips that have been created by our SureTrack Community Members.

How do I begin searching for a SureTrack Tip?

1. Select a Vehicle:

    A.  Click the “Select Vehicle” button on the Header Bar at the top of the page.

    B.  Select the year of the vehicle from the list that displays.

    C.  Select the make of the vehicle from the list that displays.

    D.  Select the model of the vehicle from the list that displays.

    E.  Select the submodel of the vehicle from the list that displays.

    F.  Select the engine of the vehicle from the list that displays.

    G.  After making a full selection by choosing all vehicle attributes, the screen refreshes and the selected vehicle is now shown on the Header Bar.

2. Next, Enter a Search Term

SureTrack has an exclusive single-point lookup that lets you search all of SureTrack’s resources with one click. This user-friendly search engine lets you choose the information you want to use: symptom, keyword or codes. Enter a few characters into the search bar which is located on the Main Screen and watch SureTrack suggest a selection of search options to help you begin your search.

3. Finally, Real Results! 

SureTrack gives you real results! SureTrack Tips combine real world fixes and data which may also include:

  • Common Replaced Parts  – a graph that shows the frequency with which parts commonly related to the Tip, are replaced, and at what vehicle mileage. The data in the Common Replaced Parts graph is actual data extracted from many millions of recorded repair orders from shops all around the country.
  • Component Tests  - provides specific component operational information on how to locate the component on the vehicle, how to set up a meter to test the component, the best place on the vehicle to connect the meter, component connector pin assignments, and what readings you should expect to see.
  • Library  - provides PID Graphs and/or Waveforms associated with the Tip and the vehicle you have selected. This is a comprehensive collection of test results gathered through actual on-vehicle tests, so you know exactly what to look for. Data graphs and scope waveforms provide a point of reference to help you verify faulty parts.

Note: If you still can’t find the information you are looking for when searching, SureTrack is still not finished helping you find the information you are looking for. You can ask the SureTrack community for help by clicking, “Ask the Experts” on the Navigation Bar and ask the community a question.

What is Fixed It!?

The “Fixed It!” designation that appears in the lead line of a Tip indicates that the Tip in question has actually helped at least one technician in the community repair a vehicle. Anytime you read a Tip you are given the opportunity to add to the Fixed It! count if the Tip helped you repair a problem. Each time someone clicks “Fixed It!” in the tip, one is added to the total number of Fixed Its! for the tip. The Fixed It! count lets you easily see what tips are actually helping to resolve vehicle issues.

Navigation Bar Features


What is the Navigation Bar?

The Navigation Bar is on the left side of the screen. Buttons on the Navigation Bar launch the main sections of SureTrack. Available Navigation Bar selections include:
  • My SureTrack  - shows the latest questions and fixes, along with the SureTrack Pulse and Leaderboard.
  • Dashboard  - shows the current search results for the identified vehicle.
  • Ask the Experts  - use to ask a question of the SureTrack community.
  • Enter a Tip  - use to share a tip with the SureTrack community.
  • Add Graph  - use to upload your own waveforms and PID graphs.
  • My Profile  - use to update your profile including changing your password.
  • Support  - opens a message box for contacting Customer Service by email with feedback about SureTrack.

My SureTrack Features


What is My SureTrack?

My SureTrack, the first option on the Navigation Bar along the left side of the screen, opens your personal SureTrack page. There are five My SureTrack functions available from the Navigation Bar tabs:
  • Home  - displays the SureTrack Leaderboard, links to: Latest Fixes, Latest Questions, and SureTrack Pulse, and a search field.
  • My Questions  - opens a list with links to questions that you have posted to the community.
  • My Stuff  - opens a list of Tips you have created.
  • Following  - opens a list with links to Tips and discussions that you are actively participating in.
  • Viewed  - opens a list with links to Tips that you recently visited.

How do I find Discussions that I'm taking part in?

Click “My SureTrack” on the Navigation Bar along the left side of the screen, to display all questions and tips that you have contributed to and then click on My Questions, My Stuff, Following or Viewed tabs across the top.

What is the Leaderboard?

The Leaderboard shows the top ten ranked SureTrack community members. Community members are awarded points for answering questions, and those who gather the most points show on the SureTrack Leaderboard. The more points you have the better the chance you have to get on the Leaderboard.

How do I get points for the Leaderboard?

To show on the Leaderboard the community members must answer questions to get points.

Points System:
  • 1 point is awarded for answering a question.
  • 5 points are awarded if your answer is rated as a “Good Answer” by the SureTrack community member who asked the question.
  • 10 points are awarded if your answer is rated as the “Best Answer” by the SureTrack community member who asked the question.
Bonus points are awarded for:
  • An extra 15 points for every three Best Answers in the week.
  • An extra 10 points for a combination of 3 Good Answers and Best Answers per week.

NOTE:

Answers can only be counted once for bonus points.


Dashboard Features


What is Dashboard?

Dashboard, the second option on the Navigation Bar along the left side of the screen, presents search results for the active vehicle. Search results are listed various categories:
  • Tips  - presents a list of Tips that directly correlate to your search criteria. Select a Tip from the list to open and review the complete Tip.
  • Related Tips  - presents a list of Tips that may include information that pertain to your search, even though they are not an exact match to your search criteria.
  • Real Fixes  - presents a list of Tips that have been gathered from actual shop repair orders and are presented in an easy to understand Complaint, Cause, Correction format.
  • Related Real Fixes  - presents a list of Real Fixes that may include information that pertains to your search, even though they are not an exact match.
  • Community  - presents a list of open discussions that may be pertinent to your search. There are also three key pieces of information available from the Dashboard: Common Replaced Parts, Component Test and Library.

What is Common Replaced Parts?

Common Replaced Parts is a graph that appears at the top of the page when a Tip is selected from the list and expanded. The graph shows the frequency with which parts, commonly related to the Tip, are replaced and at what vehicle mileage. The data in the Common Replaced Parts graph is actual data extracted from many millions of recorded repair orders from shops all around the country.

What is Component Test?

Component Test, accessed by selecting a tab on the Dashboard page, provides information on how to locate the component on the vehicle, how to set up a meter to test the component, the best place on the vehicle to connect the meter, component connector pin assignments, and what readings you should expect to see.

What is Library?

Library, accessed by selecting the tab on the Dashboard page, provides PID graphs and/or waveforms associated with the Tip and vehicle you have selected. This is a comprehensive collection of test results gathered through actual on-vehicle tests, so you know exactly what to look for when performing your own tests. Data graphs and lab scope waveforms provide a point of reference to help you verify faulty parts.

Contribute Features


How do I Contribute to SureTrack?

On the Navigation Bar along the left side of the screen, there are three buttons that you use to contribute to the SureTrack community:
  • Ask the Experts  - use to ask a question of the SureTrack community.
  • Enter a Tip  - use to share a tip with the SureTrack community.
  • Add Graph  - use to upload your own waveforms and PID graphs.

How do I ask a question on SureTrack?

To ask a SureTrack Question:

1. If not already done, click either “Select Vehicle” or “Change Vehicle” on the Header Bar and enter the identifying attributes of the vehicle you would like to ask a question about.

2. Click “Ask the Experts” on the Navigation Bar along the left-side of the screen.

3. Begin by typing a brief subject for the question (4 to 10 words) into the “Ask the Experts” Subject field.

4. Enter the symptoms you are experiencing with the vehicle.

5. Enter the diagnostics steps performed/parts replaced. - include any previous diagnostic tests that you performed, including the results of the tests. Also list any parts that were replaced during previous diagnostic work.

6. Enter your question. Ask a clear and concise question that you want to ask the community. Be sure to be descriptive and concise when asking your question. Select “See Examples” in the upper-right corner of the page to review examples of how to construct a good question.

The “Attach Files” button at the left-side bottom of the page allows you to include images or other supporting data with your question. When you click, “Attach Files,” a selection window opens for locating items on your computer and attaching them.

Use the “Preview” button at the right-side bottom of the page to see how your question will be presented to the community before you actually post it.

Use the “Cancel” button at the right-side bottom of the page to delete your question and return to the Contribute page.

Use the “Submit” button at the right-side bottom of the page to ask your question of the community.

How do I know when someone has replied to my question?

When another user replies to your question the system will send you an e-mail letting you know. When that happens, return to SureTrack and on My SureTrack page, select the My Questions tab to open your question and read the replies. The latest active post will be at the top of the list. You can check this list anytime if you’re not regularly checking your e-mail. Be sure to close the question when the vehicle is fixed.

What are “Good Answer” or “Best Answer” ratings?

Rating answers is one way to give back to the Sure Track community. The member that originally asked the question gets to select a “Good Answer” and a “Best Answer” from all of the responses. The community member that provided the Good Answer or Best Answer to a question is recognized for their contribution.

About Good Answers and/or Best Answers:
  • Only one answer can be rated “Best Answer”.
  • More than one answer can be rated “Good Answer”.
  • Only the SureTrack community member who asked the question can rate the answers.

How do I close a Question?

Questions that you post to the community need to be closed once the vehicle repair issue has been resolved. You are encouraged to document the fix, and an important part doing so is providing information on what actually fixed the vehicle so that other SureTrack community members can use the information as well. To close a question click the “Close Question” button on the right side of your question. Your question is now converted to a SureTrack Community Tip. As part of closing the question, if you haven’t already, you will be asked to award Best Answer and Good Answer ratings to reward those community members that helped you by giving them Leaderboard points.

NOTE: If none of the replies answered your question, reply to the post yourself with the fix and then mark that as the “Best Answer” and then close your question. Also do this if you didn’t actually fix the car or the customer declined the fix.

What is a “Tip”?

A “Tip” should be a short yet complete description of the repair for a particular problem with a vehicle. These can be shortcuts to a repair or something you found while fixing the vehicle that will help the next tech. Tips are returned in the search results.

How and when can I enter a Tip?

If you have a new fix to a specific vehicle problem please share! Create a SureTrack community Tip to share your expertise with other technicians in the SureTrack community.

A SureTrack community Tip is a short yet complete description of the repair for a particular vehicle problem.

How can I create a new SureTrack Tip?

To create a new SureTrack Tip follow these instructions:

    1. Select either, "Select Vehicle" or “Change Vehicle" from the Header Bar and enter the identifying attributes of the vehicle you are writing the Tip about.

    2. Select "Enter a Tip" from the Navigation Bar.

    3. Enter your Tip Title in the Title field of the form. Title should be short and to the point. No need to include the vehicle as it has already been selected.

    4. Compose your Tip in the Content field. Include as much information as possible, while keeping the information concise and to the point. A Tip should provide accurate information that is easy to read, understand, and follow.

    5. Click “Submit” once you are satisfied with your Tip.

My Profile Features


What is My Profile?

My Profile, on the Navigation Bar along the left side of the screen, opens your personal identification page. Information that you include here determines how you are presented to the community, and what type of information will be sent to you from the community. This is also where you would change your SureTrack password.

What is the Vehicle Selection Preferences tab?

The Vehicle Selection tab on the My Profile page is used to set up a list of preferred vehicles. The preferred list allows you to limit the choices that display on the “Select Vehicle” list to specific years, makes, and systems. Clicking “Show All” during the “Select Vehicle” process opens the complete vehicle list.

What are Expert Subscriptions?

The Expert Subscriptions tab allows you to share your knowledge by alerting you when there is a question related to an indicated area of your expertise.

Select the “Expert Subscriptions” tab on the My Profile age to open a menu for identifying your areas of expertise. Your expert subscription can be limited to specific makes, models, years, engines, and/or systems. You will receive an email whenever a question is posted that is related to your area(s).

Click the link in the email to be taken directly to the question. This lets you quickly respond to questions and build Leaderboard points.

What is the Communication tab?

The Communication tab lets you manage your communication preferences. Here you can choose which email notifications you would like to receive from SureTrack.

Support Features


What is Support?

Support, on the Navigation Bar along the left side of the screen, opens a page that provides 3 ways to gain support from SureTrack:

    1. A message form to contact the administrator of SureTrack.

    2. A Frequently Asked Questions (FAQ) link that answers the most frequent questions we hear from SureTrack community members.

    3. A phone number for you to contact our support center.

How do I contact the administrator of this site?

If you wish to contact the administrator of this site please use the contact form. Select “Support” from the Navigation Bar to open the comment window. To allow the administrator to respond to your question or issue, the following information should be provided:
  • Your SureTrack username
  • A contact email address
  • A contact Phone number
  • Your Comment - be sure to describe your issue fully and include the best time to call you in the event that a phone call is needed or preferred

NOTE: If you’re logged into SureTrack, the form will be prefilled with your name and e-mail address from your profile and will also send us your username. If you want to be contacted at a different e-mail address, include it in your comments.

How do I contact the SureTrack Support Center?

If you wish to contact the SureTrack support center, select “Support” from the Navigation Bar on the left side of the screen, there you will find a phone number for our support center. Use this if you need immediate help with a data issue or problems with accessing the SureTrack site.

Main Screen Features


What is the Main Screen?

The Main Screen occupies the majority of the center of the viewing page. The Main Screen is an active field that is continuously changing depending on what is selected in the Header Bar or the Navigation Bar.

How do I return to the previous page that I viewed on the site?

  • If you are using a web browser such as Internet Explorer, Chrome or Firefox, click the back icon from the browser toolbar.
  • If you are using ShopStream Connect, click the “back” icon in the ShopStream Connect navigation toolbar.

What should I do when my vehicle repair issue has been solved?

You are encouraged to document the fix and close the question so other SureTrack community members can use the information as well. To close the question, click the “Close Question” button to convert the question to a Community Tip. As part of closing the question you are asked to award Best Answer and Good Answer ratings to reward those community members that helped you by giving them Leaderboard points.

NOTE: If none of the replies answered your question, reply to the post yourself with the fix and then mark that as the “Best Answer” and then close your question. Also do this if you didn’t actually fix the car or the customer declined the fix.

Registering SureTrack


How do I register on SureTrack?

Creating a SureTrack account varies depending on what products you already have. See the appropriate section below.

ProDemand and ShopKey Pro users

    1. Start SureTrack from the module menu inside ProDemand or ShopKey Pro.

    2. At the top right of the screen click the “Login or Create Account” link.

    3. Under the “New to SureTrack” section, completely fill out the form provided. Note that your shop name will be prefilled. Do not change it.

    4. Read the License Agreement by clicking “View” at the lower right hand side of the registration form. Accept the terms by clicking the “I have read, and agree to abide by the SureTrack Community rules.” box, and then click “Ok”.

    5. Click the “Submit” button to complete the process.

    6. Once the process completes, you can immediately start using SureTrack


All other users:

    1. Click the red “Join Now” button to open the registration page.

    2. If you are a new customer, wish to add a subscription to an existing SureTrack account, or if you purchased a prepaid Activation Card from your sales representative, click “Learn More” next to the Authorization Key field. A pop-up box will appear giving you information about obtaining an authorization key. Clicking “Purchase” will allow you to purchase a subscription or activate a pre-paid activation card. Follow the instructions.

    3. If you have obtained your authorization key completely fill out the form provided.

    4. Read the License Agreement by clicking “View” at the lower right hand side of the registration form. Accept the terms by clicking the “I have read, and agree to abide by the SureTrack Community rules.” box, and then click “Ok”.

    5. Click the “Submit” button to complete the process.

    6. Once the process completes, you can immediately start using SureTrack.

Where do I find my “Authorization Key”?

Your Authorization Key will be found on a card in your Snap-on Diagnostics product kit. The Authorization Key is a 12 digit alpha-numeric key that looks similar to: 123ABCAP4-US. Enter the key in the “Authorization Key” field in the My Profile page, or as requested while registering.

You can also obtain an Authorization Key by clicking on the “Learn More” button next to the Authorization Key field on the Registration page and then clicking “Purchase” in the Authorization key pop-up box and purchasing a subscription from our secure site.

SureTrack Password


How do I change my password?

Select “My Profile” from the navigation bar along the left side of the screen. Enter your new password in the “New password” and “Confirm new password” fields. Click the Update button at the bottom of the form to submit your password change. The change takes effect immediately.

Why do I need a separate password from my repair program?

If you use a repair program to get to SureTrack you can access the data in the SureTrack system in read-only mode. This includes searching as well as reading the latest fixes and questions. You need to log into SureTrack separately in order to interact with the SureTrack community. This includes asking questions, replying to questions, sharing tips, uploading graphs or rating tips and fixes. Consider your repair program as a shop tool shared by all the techs with one login and SureTrack as an individual technician’s tool with your own identity.

NOTE: If you share your computer with other technicians, be sure to log in with your username before you post in the system. Click the logout link and enter your credentials to switch if necessary. You may also want to make sure you log out after you are done to prevent other users from posting under your name.



Restricted Access

You are currently on a 14-day trial account. You can unlock these features by activating your account. Please contact your sales representative.

Please click on the Login or Create Account link in order to have access to Ask a Question or Contribute content to the community.