Service Diagnostic Tool

User Guide; Version 1.6 April 2019

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Contents
Introduction ............................................................................................................................................................................ 3
Installing the Service Diagnostic Tool ..................................................................................................................................... 4
Downloading the Installation File and Dataset(s) ............................................................................................................... 4
Installing the application ..................................................................................................................................................... 5
Extracting the dataset(s) ..................................................................................................................................................... 9
Installing the dataset(s)..................................................................................................................................................... 10
Updating the Application – Installing a Newer Version Over an Existing Version ................................................................ 14
Uninstalling the Application – Doing a Complete Uninstall of App and Datasets ................................................................ 18
Installing and updating datasets ........................................................................................................................................... 21
Setting up your profile .......................................................................................................................................................... 22
Using the Home page ............................................................................................................................................................ 23
Searching your first truck ...................................................................................................................................................... 24
Searching for trucks and content .......................................................................................................................................... 25
Truck search ...................................................................................................................................................................... 25
Content search .................................................................................................................................................................. 25
Submitting Feedback............................................................................................................................................................. 27
Submitting Feedback on the Application .......................................................................................................................... 27
Submitting Feedback on Content ..................................................................................................................................... 28
Changing Displayed Language............................................................................................................................................... 30
Changing Language from the Product Details Page .......................................................................................................... 30
Changing Language from the Publication Menu............................................................................................................... 31
Navigating service topics ...................................................................................................................................................... 33
Navigating interactive schematics ........................................................................................................................................ 34
Navigating guided troubleshooting ...................................................................................................................................... 36
Appendix A – Troubleshooting installation issues ................................................................................................................ 37
In Demo mode, links to fault codes from PC Service Tool do not work ........................................................................... 37
Antivirus software indicates potential threats when installing datasets ......................................................................... 37
Sending application logs to O’Neil & Associates ............................................................................................................... 38

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Introduction
The Service Diagnostic Tool is a software tool designed to assist the Field Technicians in troubleshooting issues with lift
trucks. The tool consists of three major components:
• Guided troubleshooting
• Interactive Schematics
• Searchable electronic Service manuals
The Service Diagnostic Tool requires Windows 7 or Windows 10 to operate, and .NET Framework version 4.7.1. It is also
recommended that the computer have 2GB of RAM, and 64GB of storage.

NOTE: Older versions of the LTSB of Windows 10 Enterprise (notably the 2015 version) do not support .NET 4.7.1 and
will not be able to install the Service Diagnostic Tool.

At least two files are required to install the Service Diagnostic Tool:

1. The Service Diagnostic Tool application installer (.zip file that contains the .exe file and the User Guide)
2. At least one of the following datasets (as .zip files):
o Hyster 1-3T ICE
o Hyster 4-9T ICE
o Hyster Electric Rider
o Hyster Class III US (added Aug 2018)
o Hyster Reach Truck, Order Selector, 3-wheel Stand US (added Aug 2018)
o Hyster Big Truck (UK or US) (added Feb 2019)

NOTE: Both installer and dataset .zip files need to be extracted prior to installation of the tool. See the instructions
Installing the Service Diagnostic Tool for details.

NOTE: Installation of the application and datasets requires Administrator rights on your computer.

If you require assistance installing this tool, please contact SIVSupport@hyster-yale.com.

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Installing the Service Diagnostic Tool
Download both the application installer and the dataset(s) from Hypass.

Downloading the Installation File and Dataset(s)

IMPORTANT: It is recommended that you save the files to the Downloads folder on your machine, or to a place
where you can easily navigate to them.
1. Open a Web browser and navigate to Hypass.
2. Select a truck, then select Software.

NOTE: The Service Diagnostic Tool contains troubleshooting and service information for trucks in
production since March of 2018 and onward. If the series code you entered is earlier than that,
please continue to use the traditional service, parts, and troubleshooting content.

3. Select the icon next to files to download, then select Begin Download.
4. Save the file in the Downloads folder or to a location where it can be easily found later:

5. Repeat steps 3 and 4 to select and download your desired dataset(s).

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Installing the application
1. Browse to the Downloads folder on your local machine (or to the location you saved them to).
2. Right-click the ONeSOURCE Client Setup X.X.X.XX.zip file, and select Extract All. The version number shown
below is for illustration purposes only.

3. Extract the files to the Downloads folder or to a location you’ll remember.

NOTE: It’s recommended to extract the files to the same location as the zip file.

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4. The ONeSOURCE Client Service Setup (Installation file) and user guide files will be extracted:

5. Double-click the ONeSOURCE Client Setup X.X.X.XX.exe. A pop-up window will open with the question “Do you
want to allow this app to make changes to your device?” Click Yes to open the installation wizard.
6. The ONeSOURCE Client Installation wizard will open. Click Next to begin the installation.

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7. Enter User and Company names, then click Next.

8. Click Install. The installation process will begin.

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9. When upgrading to a newer version (Ex. version 2.0.* to 2.1.*) you may see the following screen. Click OK to
continue:

10. The installation wizard will start installing the files. This may take a couple of minutes. When it’s completed, click
Finish:

11. An icon for the ONeSOURCE Client will be placed on the desktop:

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Extracting the dataset(s)
1. Right-click a dataset file (for example, Hyster 1-3T ICE US-v1.3.50-PROD.zip), then select Extract All. The version
numbers shown below are for illustration purposes only.

2. Extract the files to the Downloads folder, or to a location you’ll remember.

NOTE: It’s recommended to extract the files to the same location as the zip file.

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 3. The dataset with a .ona extension will be extracted:

NOTE: The .ona file is what should be selected when installing the datasets.

4. Repeat steps 1 and 2 for any remaining datasets.

Installing the dataset(s)

1. Double-click the ONeSOURCE icon on your desktop to open the application.

2. The Welcome to ONeSOURCE screen displays.

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3. Click Browse.

4. Navigate to where the extracted dataset (.ona file) is on your machine (e.g. Downloads folder or another
location), select it and click Select:

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5. Click Install.

The system installs the dataset.

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6. After the dataset is 100% installed, click Continue.

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Updating the Application – Installing a Newer Version Over an Existing Version
If the application is running fine and you just want to update the current version to a newer version, you can install the
new version without uninstalling the current version first. The application should be closed before beginning.

Follow these steps to install a new version over your current version:

1. On TRD, select a participating truck, select “Software” from the Truck Details page:

2. Click on the installer file:

3. After opening the zip file and running the .exe installation file, the ONeSOURCE Client Installation Wizard will
open:

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4. Click Next:

5. Enter Names for User and Company and then Next:

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6. Click Install to begin the installation:

7. Click OK if you get the following screen:

NOTE: Even if the Client is not open it may still be running in the background which can cause this screen to pop-
up.

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8. The Installation Wizard will remove the old version and install the new version. Click Finish to close the window:

9. The Configuration screen on the ONeSOURCE Client should now show the new version is installed:

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Uninstalling the Application – Doing a Complete Uninstall of App and Datasets
Sometimes it may be necessary to uninstall the application and all associated datasets and then reinstall them to fix an
issue that may have happened during a previous installation. Unlike datasets, the application cannot be uninstalled from
within the application itself.

Follow these steps to completely uninstall the application and datasets from your local machine:

1. Open Control Panel and select “Programs and Features” (Windows 10):

2. Select the “ONeSOURCE Client” application from the list of programs:

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3. The ONeSOURCE Client InstallShield Wizard will open:

4. Answer Yes to remove the application and its features:

5. Answer Yes to remove installed datasets from the application:

NOTE: This will not remove the datasets from your computer (from the downloads folder), just from the Service
Diagnostic Tool application.

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6. The Wizard will now remove the application and can take a couple of minutes:

7. Click Finish to close the window:

8. To reinstall the Service Diagnostic Tool, see Installing the Service Diagnostic Tool instructions.

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Installing and updating datasets
From the Configuration page, you can update, manage, and install datasets.

A dataset is a group of all content (service, troubleshooting, and schematics) for a specific truck series.

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1 Update indicator – If an update to a specific dataset is available, the update appears here.
2 Update – Select to install the available update.
3 Install Dataset – Select to browse for and install an additional dataset. See Install the dataset(s)
for specific instructions.
4 Check For Updates – Select to query the server for any available updates.
5 Automatically Update – Click on the box to add a check mark. When checked, the Service
Diagnostic Tool will periodically query the server for updates and install them automatically.

TIP: It is recommended to check the boxes next to the words “Automatically Update” for each dataset in order to keep
the content up to date.

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Setting up your profile
The system displays the Welcome to ONeSOURCE screen.

1. Enter your profile information.

2. Select the desired display language. This is the language the User Interface will display in as well as any viewed
content, provided it is available in the selected language. If the content is not available in the language selected,
the content will display in English.

3. Click Next.

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Using the Home page
From the Home page, you can view previously viewed trucks and content and view important announcements and alerts
about the Service Diagnostic Tool.
1 2 3 4 5 6

1 Announcements – Select to read important news from Hyster about products and services; a red
circle indicates an announcement is available.
2 Alerts – Select to read important news about Service Diagnostic Tool upgrades, enhancements,
and bug fixes; a red circle indicates an alert is available.
3 Profile – Select to edit your personal information.
4 Configuration – Select to monitor, update, and install datasets.
5 Support – Select to request support from Hyster or to let us know about a problem with the
content or the tool.
6 Help – Select to view Frequently Asked Questions
7 Truck search – Enter a series code to find the truck you need to service.
8 Previously viewed trucks – Select to view recently serviced trucks.
9 Previously viewed content – Select to review a recently read service topic, schematic, or guided
troubleshooting story.

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Searching your first truck
1. Enter the desired series code in the Series Code search box.

The system displays the selected series code. Select the series code link to view content available for that truck.

The tool displays all available content for the selected truck.

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Searching for trucks and content
The Service Diagnostic Tool contains two search boxes: the truck search and the content search.

Truck search

From the Home page, enter series code in the box, then select or press Enter to search for the series code.

You can also enter US or UK to see all series for that region.

Search results are returned in a list:

Content search

After you select a truck, the content search becomes available.

Enter a keyword in the box, then select or press Enter to see the search results.

The list of publications is filtered to show publications containing the keyword.

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Within a publication, sections that contain the keyword are highlighted yellow:

To clear a filter and start a new search, click :

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Submitting Feedback
The Service Diagnostic Tool offers several different ways to provide feedback. There are two types of feedback that can
be submitted through the tool: a) feedback on the application itself, and b) feedback on content within a source.

Submitting Feedback on the Application

If you experience an issue with the application during installation, or have an issue with loading a dataset, or updating
the application or a dataset to the latest version, then the Support link ( ) that displays at the top of every
page of the application should be used for submitting feedback.

To submit feedback using the Support link at the top of each page, please follow these steps:

1. Select an Issue Type from the drop-down list.

2. Add a description of the issue you’re having (this is a required field). If “Missing Product Data” is selected, please
provide the dataset or series code you were searching.
3. Click Submit when done and/or click the email link to send an email.

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Submitting Feedback on Content
If you find an error in the data, notice there is content missing, or have other feedback to submit about the content, you
can do so using the send feedback icons ( ) located throughout the application.

Shown below are places where feedback icons are available:

1. On the Publication Menu after selecting a source:

2. Below items in the table of contents on the Publication Menu:

3. Below each knowledge model or section item:

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To submit feedback using a feedback icon, please follow these steps:

1. Click on the feedback icon closest in proximity to the content in question; a pop-up window will open:

2. Select an Issue Type from the drop-down list:

3. Enter a description (this is a required field). Please be as specific as possible here so your issue can be
investigated effectively.
4. Click Submit to send the feedback.

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Changing Displayed Language
Users can set the language for the application’s user interface as well as the language of the content they view in the
application. Selecting a language in the Profile during initial set-up of the application will cause the user interface to
display in that language and sets the default language of the source data, provided it’s available in that language.

See the section Setting Up Your Profile for instructions on how to select the language of the user interface using the
Profile screen.

Selecting language using two other methods available in the application will cause the content to display in that
language provided it’s available.

Changing Language from the Product Details Page

Users can change the language of displayed content after they select a truck series code. Changing the language this way
is dependent on the translation being available for the source. Also, once the user gets out of that source and selects a
different source, or selects another series code, the language displayed will revert to the language set in the profile.

The list of languages displayed in the drop-down list is dynamic per series code and indicates that there is at least one
source file in the languages listed. If a series code only has sources in three languages, for example, the drop-down list
will only display three languages for selection.

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If a publication on the Product Details page is not available in the language selected, the English version of that
publication will be listed instead:

NOTE: None of the manuals shown above are available in the language selected (Russian) so the English versions are
listed instead.

Changing Language from the Publication Menu

Another way to change the language of selected content is via an icon located on the publication menu. It is available
when users select a source file. To change the language, users click on the globe icon which brings up a list of available
languages. If the source is available in the selected language the application will display the translation. If a translation is
not available, the English source will display. Once the user gets out of that source and selects a different source, or
selects another series code, the language displayed will revert to the language set in the profile.

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NOTE: If a knowledge model is not available in the selected language, then it will not be listed until a translation is
available for that language.

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Navigating service topics
Controls in the service topic interface allow you to control how you view and use the content.

1 2 3 4
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1 Details – Select to view metadata about the service topic including SRM number.
2 Add Note – Select to add a personal note to the service topic. The note is saved for later use.
3 Send Feedback – Select to alert Hyster to an issue with the service topic.
4 Select Language – Select to view content in another language.
5 Content Search – Select to search for a keyword within the service topic you are viewing.
6 Print – Select to print the selected service topic.
7 Full Screen – Select to collapse the left navigation pane and view the service topic in full screen
mode.

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Navigating interactive schematics
Controls in the interactive schematics interface allow you to control how you view and use the schematics.

You can click connector numbers, wire numbers, lines, and tags to highlight a specific component.

1 2 3
4
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1 Details – Select to view metadata about the schematic.

2 Add Note – Select to add a personal note to the schematic. The note is saved for later use.
3 Send Feedback – Select to alert Hyster to an issue with the schematic.
4 Content Search – Select to search for a keyword within the schematic you are viewing.
5 Print – Select to print the selected schematic.
6 Full Screen – Select to collapse the left navigation pane and view the schematic in full screen
mode.
7 Schematics Toolbar – See next page

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Schematics Toolbar:

1 2 3 4 5 6 7 8 9 10 11 12 13

1 Collapse the toolbar

2 Change the size of the toolbar icons
3 Fit the content to the size of the browser window
4 Fit the content to the width of the browser window
5 Fit the content to the height of the browser window
6 Zoom in
7 Zoom out
8 Zooms the selected text
9 Click and hold to pan the view when zoomed
10 Choose circuits to highlight
11 Toggle to turn circuits on or off
12 Goes to previous diagram
13 Goes to next diagram

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Navigating guided troubleshooting

1 2 3 4
5
6

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1 Details – Select to view metadata about the guided troubleshooting.
2 Add Note – Select to add a personal note to the guided troubleshooting. The note is saved for
later use.
3 Send Feedback – Select to alert Hyster to an issue with the guided troubleshooting.
4 Sessions – Select to see guided troubleshooting sessions in progress to resume them.
5 Content Search – Select to search for a keyword within the guided troubleshooting you are
viewing.
6 Print – Select to print the guided troubleshooting.
7 Full Screen – Select to collapse the left navigation pane and view the guided troubleshooting in
full screen mode.
8 Back – Click to go back to the previous guided troubleshooting step.
9 End – Select to end the current guided troubleshooting session.
10 Yes and No buttons – Select to answer the questions to move to the next guided
troubleshooting step.

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Appendix A – Troubleshooting installation issues

In Demo mode, links to fault codes from PC Service Tool do not work
This is caused by an intermittent bug in the PC Service Tool installer.

Follow these steps to solve the issue.

1. Uninstall any and all versions of PC Service tool from the Control Panel or Apps and Features menus.
2. Navigate to C:\Program Files (x86)\Hyster\PC Service Tool.
3. Delete the entire folder.
4. Install the new version of the PC Service Tool.

Antivirus software indicates potential threats when installing datasets

This can be an issue with any type of Windows install on any machine that has an anti-virus scanning type of protection
installed and active. The application copies several encrypted files onto the operating system and that encryption
protocol requires a certain .net version to be installed. Some anti-virus software could see this .net file as a “false-
positive” and flag it as a threat.

The datasets, as long as they are downloaded from Hypass directly and not obtained from some other source, are
known to be free of threats or malware.

There are two ways to prevent these “false-positives”:

• Your in-house IT support team can add DotNetServiceHost.exe to the antivirus exclusions list
• Temporarily turn off antivirus software during installation of the Service Diagnostic Tool and datasets.

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Sending application logs to O’Neil & Associates
Logs are automatically created for every session of the application. They can be very helpful in determining the cause of
an issue as well as its resolution. For issues that cannot be resolved quickly, O’Neil & Associates, Inc. will ask customers
to send the logs via email.

To copy and send the application logs, please do the following:

1. From the user’s machine, navigate to the logs folder using one of two methods:
a. Method A: If the shortcut to the ONeSOURCE client is on the user’s desktop (PC, Laptop, Tablet, etc.),
right-click on the ONeSOURCE icon and select “Open file location” and open the logs folder:

b. Method B: If there is no shortcut to the ONeSOURCE client on the user’s desktop, open File Explorer
(Windows Key + E) and enter the full path to the logs (C:\ProgramData\ONeSOURCE\Client\logs) in
the window shown below:

NOTE: The ‘ProgramData’ folder is typically a hidden folder.

2. Copy the log(s) and attach them to an email and send to Hyster-YaleAnalyst@oneil.com. Logs from when the
application was working are also good to send and can be compared to the logs for the dates when the issue
occurred.

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Sample log files (a log is created for each session):

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