A91163920420133

Technical Service Bulletin
Audi
91 Audi connect online destination search, Google Earth navigation view, or INRIX online traffic is not
available
91 16 39 2042013/3 April 18, 2016. Supersedes Technical Service Bulletin Group 91 number 15-28 dated
December 9, 2015 for reasons listed below.
Model(s)
Year
VIN Range
Vehicle-Specific Equipment
All
2012- 2018
All
With Audi connect
Condition
REVISION HISTORY
Revision
Date
Purpose
3
-
Revised header data (Added model years)
Revised Technical Background (Revised information)
2
12/9/2015
Revised Condition (Added extra condition about model year 2016 or newer A6, A7,
or TT vehicles)
Revised Technical Background (Completely revised)
Revised Service (Completely revised)
1
9/29/2015
Initial publication
•
While using Audi connect (GEN1), the customer
cannot access the on line destination search and/or the
Google Earth navigation view.
•
The following message appears in the MMI (Figure 1):
"This service is currently unavailable. Please try again
later."
•
The customer may also see an error message in the
myAudi portal indicating that one or multiple licenses
are expired and must be renewed.
•
Additionally, for vehicles that use INRIX on line for
traffic (MIB2 infotainment system), the customer may
not be able to see speed and flow traffic information in
the navigation map screen, and may consistently see
that no traffic reports are available.
Figure 1. Message in MM/.
Page 1 of 3
© 2016 Audi of America, Inc.
All rights reserved. Information contained in this document is based on the latest information available at the time of printing and is subject to the copyright and other intellectual property rights of
Audi of America, Inc., its affiliated companies and its licensors. All rights arc reserved to make changes at any time without notice. No part of this document may be reproduced, stored in a retrieval
system, or transmitted in any form or by any means, electronic, mechanical, photocopying, recording, or otherwise, nor may these materials be modified or reposted to other sites, without the prior
expressed written permission of the publisher.
Technical Service Bulletin
Audi
Technical Background
The Audi connect system relies on multiple systems and multiple vehicle components (MMI, antennas, SIM card,
and associated wiring). All systems and vehicle hardware must be functioning and error-free to allow the Audi
connect system to function properly in the vehicle. But, for many conditions, there may be no noticeable root cause
that can be seen by the customer or technician.
•
The MMI hardware in the vehicle (main unit, GSM/LTE antenna, and antenna wiring) must be fault-free.
•
The SIM card must be activated and not damaged. (Verify with www.myaudiconnect.com.)
•
The data service provider (AT&T or T-Mobile) must configure the customer's SIM correctly. Contact the Audi
connect support line at 877-505-2834 if an issue with the configuration of the customer's SIM card is
suspected. (Choose option 1 at the prompt.)
•
The AUDI AG backend servers that provide data to the vehicle must be properly configured for the VIN.
•
Each service has a license assigned to it on the AUDI AG backend server. Issues with a backend server
license can only be corrected by AUDI AG.
•
If there is a license issue, typical behavior includes partial outage of Audi connect (for example, the weather
information works, but Google Earth does not) on only one vehicle or on specific vehicles.
•
License issues can be seen in the customer's myAudi portal with an error message indicating that the license is
expired.
•
Performing an SVM recovery activation, replacing the SIM card, or replacing the MMI hardware will not remedy
a license concern.
Production Solution
Not applicable.
Service
If only online destination search and/or the Google Earth navigation view are unavailable but all other Audi
connect services (weather, fuel prices, etc.) are available (and, for model year 2016 or newer A4, AG, A7,
Q7, RS, or TT vehicles, there may be a complaint of no INRIX traffic and no on line destination search
and/or no Google Earth navigation):
1. •
•
Collect the following information from the vehicle or customer:
•
Which services are working and which services are not working.
•
The time and date when the issue last occurred (include time zone).
•
The general metropolitan area where the issue last occurred.
Take a photo or screenshot of the error message on the MMI screen, or ask the customer what the error
message stated. Uploading a photo is not required, but is helpful for communicating the concern to AUDI
AG.
Page 2 of 3
© 2016 Audi of America, Inc.
All rights reserved. Information contained in this document is based on the latest information available at the time of printing and is subject to the copyright and other intellectual property rights of
Audi of America, Inc., its affiliated companies and its licensors. All rights arc reserved to make changes at any time without notice. No part of this document may be reproduced, stored in a retrieval
system, or transmitted in any form or by any means, electronic, mechanical, photocopying, recording, or otherwise, nor may these materials be modified or reposted to other sites, without the prior
expressed written permission of the publisher.
Technical Service Bulletin
Audi
2. Contact TAC and include the information above.
3. Return the vehicle to the customer. No additional analysis is required after the data listed in step 1 has been
correctly provided to TAC.
4. When a solution is provided, the dealer or customer will be notified. After the change is made on the AUDI AG
backend server, the service will automatically start working in the MMI after the vehicle has gone through at
least one ignition key cycle off/on.
If no Audi connect services are available:
1. The issue may be a vehicle-level issue. Perform the following checks to ensure that the Audi connect system is
correctly configured in the vehicle and to rule out any vehicle-level issues:
•
Verify that the customer's SIM card is active by going to the Audi connect user account management portal
at www.myaudiconnect.com.
•
Confirm that the customer has not run out of data (only applicable with AT&T plans) or that the customer is
not using the Audi connect trial plan, which may have expired. Call the Audi connect dealer support line at 1888-545-9434 for assistance. When data usage nears the limit, it is possible that some services of Audi
connect will function and others will not.
•
For vehicles with Audi connect GEN1 with a removable SIM:
•
•
Test a known working SIM card in the vehicle to ensure that all services are functioning.
•
Test the customer's SIM card in another vehicle to ensure that it is not damaged.
Ensure that Component Protection Showroom Mode is not active by performing the component protection
removal test plan for the on board diagnostic (gateway) control module (address word 19).
2. If the issue is still not resolved, contact TAC.
Warranty
This TSB is informational only and not applicable to any Audi warranty.
Additional Information
All parts and service references provided in this TSB (2042013) are subject to change and/or removal. Always
check with your Parts Department and service manuals for the latest information.
Page 3 of 3
© 2016 Audi of America, Inc.
All rights reserved. Information contained in this document is based on the latest information available at the time of printing and is subject to the copyright and other intellectual property rights of
Audi of America, Inc., its affiliated companies and its licensors. All rights arc reserved to make changes at any time without notice. No part of this document may be reproduced, stored in a retrieval
system, or transmitted in any form or by any means, electronic, mechanical, photocopying, recording, or otherwise, nor may these materials be modified or reposted to other sites, without the prior
expressed written permission of the publisher.