A911517 2042013-

Technical Service Bulletin
91 Audi connect online destination search or Google Earth navigation view is not available
91 15 17 2042013/1 September 29, 2015.
Model(s)
Year
VIN Range
Vehicle-Specific Equipment
All
2012 - 2016
All
Audi connect
Condition
• While using Audi connect, the customer cannot access
the online 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.
Figure 1. Message in MMI.
Technical Background
The following conditions must be true. If any of the following conditions are not true, the Audi connect system may
not function correctly:
• The MMI hardware in the vehicle (main unit, GSM/LTE antenna, and antenna wiring) is not faulty.
• The SIM card is active and is not damaged. (Verify with www.myaudiconnect.com.)
• The backend servers that provide data to the vehicle are properly configured for the VIN.
There is a known issue with the servers not being properly configured for a specific range of VINs on vehicles
built within a certain date range, and as a result, the online destination search and/or the Google Earth
navigation view do not function. This issue also causes the expired license error within the customer’s myAudi
portal.
Replacing the SIM card or MMI hardware or performing the SVM recovery activation will not remedy the concern.
Production Solution
Not applicable.
© 2015 Audi of America, Inc.
Page 1 of 2
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 are 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
Service
If only online destination search and/or the Google Earth navigation view are unavailable but all other
Audi connect services are available (weather, fuel prices, etc.):
1. Contact TAC and return the vehicle to the customer. No additional analysis is required. When a solution is
provided, the dealer will be notified.
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
1-888-545-9434 for assistance. When data usage nears the limit, it is possible that some services of Audi
connect will function and others will not.
• 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 onboard 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.
© 2015 Audi of America, Inc.
Page 2 of 2
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 are 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.