Before the flashing portion of the tuning process can begin, the device must unlock your PCM. This allows communication between the device and the PCM. If your vehicle has been tuned before or there is a chip (physically) connected to the PCM, this will interfere with the unlocking of the PCM.
Please remove prior tunes and chips before you attempt to flash your vehicle again. If the error remains after checking for or removing prior tunes/chips, Check for updates to ensure your device is up to date or try a different device (if you have one available).
If the issue remains, Give us a call with the device, the vehicle, and access to a Windows PC to further troubleshoot with one of our Customer Success Agents.