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"Unable to contact Mitchell to determine if this vehicle has any active recalls. Verify your internet connection is working and try again" When Opening Estimate

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Title"Unable to contact Mitchell to determine if this vehicle has any active recalls. Verify your internet connection is working and try again" When Opening Estimate
Summary
Symptoms

The user receives the error when attempting to open an estimate.

EnvironmentUltraMate
Cause
  • Slow Internet connection
  • The user’s WorkCenter account is locked
  • Damaged or incomplete install of UltraMate
  • Insufficient rights for Mitchell Communication Manager
  • The MitchellCertificateStore.store is expired
Resolution

Solution 1: Verify there is a good Internet connection. This can be accomplished by performing a speed test at services such as speedtest.net.

Solution 2: Account is locked. Note: This solution only applies to insurance staff users. 

  1. Open a browser and navigate to www.mymitchell.com (US) or wwwca.mymitchell.com (Canada).
  2. Enter user credentials. If the notification "Account is locked" is displayed, proceed with the steps.
  3. Click Need Help Signing In?
  4. Enter Organization ID and User ID then click Send Instructions.
  5. Follow instructions in the email to change the password, which will unlock the account.
  6. Open the estimate in UltraMate to verify normal operation.
Solution 3: A damaged or incomplete UltraMate install.
  1. Run a repair of the UltraMate install.  Refer to: How to Run a Repair on Mitchell Estimating.
  2. Open the estimate to verify normal operation.
Solution 4: User has insufficient rights to run Mitchell Communications Manager.
  1. Navigate to C:\Program Files (x86)\Mitchell\Support\Communications (64 bit) or C:\Program Files\Mitchell\Support\Communications (32 bit).
  2. Right-click the McDm.exe file and click Properties.
  3. On the Compatibility tab, enable Run this program as an administrator.
  4. Click OK.
  5. Reboot the computer then test opening an estimate to verify normal operation.

Solution 5: Rename the file Mitchell Certificate Store.  Note: This solution only applies to insurance staff users.

  1. Navigate to C:\ProgramData\Mitchell.
  2. Rename the MitchellCertificateStore.store file.
  3. Launch UltraMate and Log In.
  4. Click System Info, select Configuration, then click Configure User Information. 
  5. Click the user's User ID, then click Modify.
  6. Click Test Communications. This will generate a new MitchellCertificateStore.store file.  Click OK and close the User Manager.
  7. From the File menu, click Logoff. Once the User Logon window opens, Log In with normal credentials.
  8. Open estimate to verify normal operation.
Additional Notes
URL NameUnable-to-contact-Mitchell-to-determine-if-this-vehicle-has-any-active-recalls-Verify-your-internet-connection-is-working-and-try-again-then-UM-stops-responding-again-When-opening-all-estimates
Validation StatusWork in Progress

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