A911734 2045540-

91 Audi connect GEN2: Vehicle Code Entry Fails for Key User with message "Query user list manually"
91 17 34 2045540/4 July 18, 2017. Supersedes Technical Service Bulletin Group 91 number 17-14 dated March
14, 2017 for reasons listed below.
Model(s)
Year
VIN Range
Vehicle-Specific Equipment
A4
2016 - 2017
All
With Audi connect
Q5
2017 - 2018
All
With Audi connect
Q7
2017
All
With Audi connect
Condition
REVISION HISTORY
Revision
Date
Purpose
4
-
Revised header data (Added Q5)
Revised Service (Add new software SW0309 & SW7079)
3
03/14/2017 Revised Service (Add new software update for cars built after CW22/16)
2
12/07/2016 Revised Condition (Removed MMI connect app condition because it is covered under
TSB 2044853)
Revised title (Removed MMI connect app)
Revised Service (Added software update and hardware replacement options)
Revised Warranty (Added new labor operations)
The customer sees the warning
message “There is currently no user list
available” (Figure 1) when accessing the
Audi connect user management screen
in the MMI and cannot enter the vehicle
code to become key user.
Figure 1. Warning message.
Page 1 of 8
© 2017 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 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 Background
The connected data bus on board diagnostic interface, J533 (address word 0019), or connected gateway, needs
the following requirements to be true before allowing the Key User setup with the vehicle code entry:
1. The MMI must have a good GPS reception because the time provided by the GPS signal is used by the
connected gateway when it syncs to the Audi connect server.
2. The connected gateway must have a good signal strength to the mobile data network. This can be verified by
looking at the LTE strength in the MMI. The connected gateway has its own telephone module, embedded
SIM, and antenna. The MMI signal strength can be used as a reference only.
If all of these are true and the customer experiences the conditions listed above, and there are no open
campaigns, then proceed with the repair. If there are open campaigns, then complete the software updates
provided in the open campaigns, specifically the 64E1 – Software Update package, because a gateway software
update is included in this package.
Production Solution
Optimized software for the connected data bus on board diagnostic interface, J533 (address word 0019) was
introduced into production starting with vehicles produced in July 2016.
Service
Overview of Repair:
The connected gateway software will need to be updated and in some cases the hardware may need to be
replaced. The customer’s vehicle code and myAudi user name will need to be used to setup the Key User if the
customer is not already Key User. Only replacing the connected data bus on board diagnostic interface, J533
(address word 0019) will not resolve the condition (see repair steps below).
Required equipment:
 Customer’s vehicle code (F-PIN).
 Customer’s myAudi user name (email address used when registering for myAudi).
 Customer’s myAudi password (if testing MMI connect functionality). The customer has the option to log in to
the MMI connect app on a dealership employee’s phone for testing.
Time to complete process:
 Software Update only: Approximately 1.5hrs (30-60 minutes for the software update).
 Replacement of Gateway & Software update: 2hrs (30-60 minutes for software update).
Repair Procedure:
1. Determine if the software update of the connected data bus on board diagnostic interface, J533
(address word 0019) can be performed using the steps below.
Page 2 of 8
© 2017 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 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.
The following applies to vehicles built before CW22/16.
If the hardware version is H10 or H11 and the software version is 0079, 1079, 2079 or 3079:
 Replace the connected data bus on board diagnostic interface, J533 (address word 0019).
 Using Guided Functions, select "Replace control unit".
 If the new replacement part does not have software version 4079 or higher, the control unit must be
updated using the SVM update instructions below.
For other hardware versions and all other software versions less than 7079:
 Update the connected data bus on board diagnostic interface, J533 (address word 0019) using the
SVM update instructions below listed in the table below.
The following applies to vehicles built after CW22/16.
If the software version is 0298, 305, 307, 308 or 1298 (hardware version is not relevant):
 Update the connected data bus on board diagnostic interface, J533 (address word 0019) using the
SVM update instructions below listed in the table below. Note that vehicles built after CW45/16 use a
unique SVM code.
To access SVM, within ODIS start GFF >> Diagnosis >> Special functions >> Software Version
Management >> SVM code input.
Note:
ODIS Audi brand software of 2.7.5 or higher must be installed on the ODIS tester. The connected data
bus on board diagnostic interface, J533 (address word 0019), can be damaged during the update. It is
recommended that the new diagnostic interface VAS 6154 (with USB cable only) or VAS 5055 is used for
the update. If the VAS 5054 diagnostic head is used, it must be used with the USB cable.
Model
Old Software Part
Number
Old Software
Version
4M1907468A
8W8907468
A4 CW01/16CW44/16
New Software
Part Number
8W8907468
8W6907468
8W5907468C
8W5907468C
8W7907468C
8W8907468C
SVM Code Input
4M1907468A
1079, 2079, or
3079
8W6907468
8W6907468C
New
Software
Version
298 or 1298
8W6907468C
8W7907468C
7079
19A010
1299
8W8907468C
Page 3 of 8
© 2017 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 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.
8W5907468D
A4
CW45/16+
8W6907468D
8W7907468D
8W6907468D
8W7907468D
8W8907468D
4M1907468A
4M1907468A
8W6907468
1079, 2079, or
3079
4M2907468A
8W6907468
8W8907468
8W8907468
8W5907468C
8W5907468C
8W6907468C
8W7907468C
Q7
CW45/16+
0305, 0307, or
308
8W8907468D
4M2907468A
Q7
CW33/15CW44/16
8W5907468D
298 or 1298
8W6907468C
8W7907468C
8W8907468C
8W8907468C
8W5907468D
8W5907468D
8W6907468D
8W7907468D
8W8907468D
0305, 0307, or
308
8W6907468D
8W7907468D
0309
7079
1299
0309
8W8907468D
2.
After the update is complete, park the vehicle outside the shop where there is a good to very good
mobile network reception and GPS reception (this includes cars without Navigation in the MMI).
3.
Switch the ignition on and allow the MMI to fully initialize.
4.
Switch the MMI to the Navigation map view and use the MMI Knob to select the right option drawer
>> Scroll down to “Save Current Position” >> then view the number of received satellites.
5.
Wait until the MMI shows a minimum of “4” satellites. Once the four satellites are received, then go
to the next step. A strong GPS signal is required for the vehicle location and time.
6.
Go to the Audi connect user management screen by navigating to: MENU >> Audi connect >> Right
option >> Audi connect user management.
Page 4 of 8
© 2017 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 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.
7.
Select “Key user” (Figure 2). If the customer’s
user name is already entered in the MMI then
step 7-10 can be skipped. Proceed to step 11.
Figure 2. User management menu.
8.
Select “Set key user” (Figure 3).
Figure 3. Set key user.
9.
Enter the customer’s vehicle code (Figure 4)
and myAudi user name (email address) and
select “Log in” (Figure 5). The vehicle code is
hidden behind the grey scratch off area. The
number listed below the QR Code is the serial
number and is only used when contacting Audi
connect support. This is not used by the
customer.
Figure 4. Vehicle code (F-PIN).
Figure 5. Log in.
Page 5 of 8
© 2017 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 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.
10. Once the message appears indicating the registration was successful, turn off the vehicle ignition.
11. Next, test the MMI connect app functionality (only possible with ignition off). Open the MMI connect
app and navigate to the “Warning messages” section and select the refresh arrow. If the time on the
app refresh says “Now” after the update then the communication was successful.
12. If the Remote Vehicle Services are still not functional, then please contact the Audi Dealership
Technical Assistance Center.
MMI connect app FAQ for remote services:
Q. When does the app send a signal to the car A. When using Remote Lock/Unlock or when refreshing
to refresh data?
the Warning messages. Using the Vehicle status report,
Service & Checks, Valet alert, Geofencing alert, and
Speed alert only retrieves data from the Audi connect
server and does not send any refresh signal to the
car.
Q. How does the MMI connect app
communication work with the vehicle and the
Audi connect server?
A. The MMI connect app and myAudi portal only
interface with the Audi connect server. There is no direct
connection between the vehicle and the app or
portal. The Audi connect server sends an SMS message
to the vehicle to wake the vehicle up anytime new data
is requested (see previous topic). Once the vehicle is
awake the connected gateway will make a 3G data
connection to the Audi connect server and send the
updated data.
Q. When does the vehicle send data to the
Audi connect server?
A. When the vehicle is turned off and locked or when a
request is sent to the vehicle from the Audi connect
server.
Q. Under which conditions does a request for
data not get sent to the Audi connect server?
A. If the connected gateway does not have a 3G data
connection, if the vehicle’s ignition is on, if the data
connection is possible but has poor signal strength, or if
the Audi connect server is offline due to maintenance.
Q. The Remote Lock and Unlock fails to work
sometimes. What causes this?
A. If the vehicle is in a poor data signal area
(underground parking structure), remote location, near a
major city event (ball game, concert, etc), then the car
must respond to the server within 1-2 minutes after the
request is made by the user to confirm the request was
completed. If the vehicle is unable to perform the data
connection within the allotted time then the request will
be canceled. Additionally, if the car is on or being driven
the RLU does not function.
Page 6 of 8
© 2017 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 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.
Q. The customer assigned another member of
the family as a secondary user of the
vehicle. What features can the secondary
user not use?
A. A secondary user has the ability to use all remote
service functions the same as the primary user,
including RLU, Speed Alert, Valet Alert, and Geofencing
Alerts. The secondary user cannot add other secondary
users.
Q. The customer has reported the vehicle
stolen and they are a Key User of the
vehicle. How do they use the Stolen Vehicle
Locator?
A. The customer must have a police report filed. The
customer or the officer can contact the Audi SVL call
center at 877-210-9423 and provide the police report.
Once the report is verified, the vehicle tracking will be
initiated and sent to the police officer.
Warranty
Claim Type:
 110 up to 48 Months/50,000 Miles.
 G10 for CPO Covered Vehicles – Verify Owner.
 If vehicle is outside any warranty, this Technical Service Bulletin is
informational only.
Service Number:
9035
Damage Code:
0039
Labor Operations:
If software update is already covered under open campaign:
Check functionality
9035 9999
50 TU
For hardware version H10 and H11 and software version 2079 or 3079 (and
not covered under campaign):
Replace data bus control
module
9035 55**
See Elsa
Check functionality
9035 9999
50 TU
For other hardware versions and all other software versions less than 4079
(and not covered under campaign):
Diagnostic Time:
Check functionality
9035 9999
50 TU
GFF (Software Update allowed only if vehicle is
not covered by
campaign)
0150 0000
Time stated on diagnostic
protocol
(Max 250 TU)
Page 7 of 8
© 2017 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 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.
Road test prior to service No allowance
procedure
0 TU
Road test after service
0121 0004
procedure (allowed only if
vehicle is not covered by
campaign)
10 TU
Technical diagnosis at dealer’s discretion
(Refer to Section 2.2.1.2 and Audi Warranty Online for DADP allowance details)
Claim Comment:
As per TSB #2045540/4
All warranty claims submitted for payment must be in accordance with the Audi Warranty Policies and Procedures
Manual. Claims are subject to review or audit by Audi Warranty.
Required Parts and Tools
Part Number
Part Description
Quantity
See ETKA
Diagnosis interface for data bus (gateway)
1 (if required)
Additional Information
The following Technical Service Bulletin(s) will be necessary to complete this procedure:
 TSB 2043037, 91 Audi connect Gen2: Key User, AcVDM, Vehicle Code, & myAudi PIN Troubleshooting.
All parts and service references provided in this TSB (2045540) are subject to change and/or removal. Always
check with your Parts Department and service manuals for the latest information.
©2017 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 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.
Page 8 of 8
© 2017 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 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.