A911747 2044853-

91 MMI connect smartphone app warning messages do not refresh information or remote lock and unlock
fails
91 17 47 2044853/3 August 31, 2017. Supersedes Technical Service Bulletin Group 91 number 17-15 dated
March 14, 2017 for reasons listed below.
Model(s)
Year
VIN Range
Vehicle-Specific Equipment
A4, Q7
2017 - 2019
All
With Audi connect
A5, Q5
2018 - 2019
All
With Audi connect
Condition
REVISION HISTORY
Revision
Date
Purpose
3
-
Revised header data (Added new Q5 & A5 and added new model years)
Revised Service (New software updates for all models; 0309 & 7079)
03/14/2017 Revised Service (New software update and hardware replacement options)
2
Revised Warranty (Added new software versions)
1
08/12/2016 Initial publication
One or both of the following concerns with the Audi MMI connect smartphone app or myAudi website is present:
 The function “Warning messages" does not provide new data
when the user manually attempts to refresh the data. An error
message stating “The vehicle cannot be reached” can be seen
in the app and the myAudi web site (Figure 1).
 The vehicle cannot be locked or unlocked with the app, and an
error message stating “A technical error occurred” is displayed
(Figure 2).
Note:
The customer must be verified as a Key User for these functions
to work.
Figure 1. Warning messages cannot be
refreshed.
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.
Figure 2. Lock/unlock error.
Technical Background
This error indicates the Audi connect backend cannot contact the vehicle. This can be caused by multiple
reasons:
1. There is a current Audi connect backend problem causing an outage of services.
2. The vehicle is parked in an area where AT&T 3G reception is poor.
3. The vehicle battery is low and the vehicle systems cannot be woken up due to energy management.
4. There is a software issue with the connected data bus on board diagnostic interface, J533 (address word
0019).
5. There is a wiring or other vehicle issue preventing the connected data bus on board diagnostic interface, J533
(address word 0019) from communicating with the Audi connect backend.
If the vehicle was built prior to CW22/17 (check ElsaPro because some MY2018 vehicles are pull-ahead cars
which were built prior to CW22/17), and the customer is already a verified Key User of the vehicle (Key user
pairing is active in the MMI), then update the software of the connected data bus on board diagnostic interface,
J533 (address word 0019).
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.
Tip: Not all errors in the MMI connect app indicate a
problem. For example, the message “The vehicle data could not
be updated” is displayed when the engine is on or when the
vehicle is being driven, as data is not refreshed under these
conditions (Figure 3).
Figure 3. Normal condition warning message.
Production Solution
Optimized software for connected data bus on board diagnostic interface, J533 (diagnosis address 0019).
Service
Before starting any service work:
 The customer will either need to be present with the phone during diagnosis or the customer will need to log in
on the technician’s smartphone to keep the login information private.
Note:
The dealer and Audi connect support are NO longer allowed to document the customer’s myAudi login and
Password because Audi Financial Information is now integrated into the customer’s myAudi account.
 Ensure that the plastic key tag, with the vehicle code scratched off, is available (check the glovebox).
1. Verify the customer’s name is showing as an active Key
User of the vehicle. In the MMI, navigate to MENU >>
Audi connect, then the right option and choose Audi
connect user management. If the customer is a Key User,
his or her myAudi registered name will be listed (Figure 4).
Figure 4. Key User assigned with three
secondary users.
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.
 If no information is listed, the customer must go to www.audiusa.com/myaudi to become a Key User by
setting up a contract under the Audi connect user management area (log in and select “Audi connect
services”).
 Next verify that the customer is the owner of the vehicle (Driver’s license & sales records, etc.).
 Then verify the customer’s contract online by using the customer’s contract ID # and enter it into AcVDM.
AcVDM can be accessed via www.accessaudi.com (App Links >> Audi connect >> AcVDM myAudi Key
User Verification Tool).
 At this point the features can be tested. You may be required to log out and back into the app or switch
the selected vehicle in the app to reload the myAudi information.
 If the features work, then nothing further is required.
Note:
This TSB does not apply if there are no Key Users in the MMI. The vehicle owner must be a Key User before
the remote services can be used.
2. If the customer is Key User/Main User of the vehicle, and the issue can be reproduced with the ignition off
with the vehicle in sleep mode, then check if the issue persists with the ignition on and the engine off. If the
data can be refreshed in the MMI connect app with the ignition on, then there are two possible solutions
based on the hardware and software in the connected data bus on board diagnostic interface, J533 (address
word 0019):
The following applies to vehicles built before CW22/16 (pull-ahead MY2017).
If the hardware version is H10 or H11 and the software version is 0079, 1079, 2079, 3079, or 4079:
 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 7079 or higher, the control module must be
updated using the SVM update instructions below.
For other hardware versions and all other software versions less than 7079 and but equal to or
greater than 4079:
 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 (MY2017 and pull-ahead MY2018). This does not
apply to cars built on or after CW22/17.
If the software version is 4079, 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.
To access the SVM, within ODIS start GFF >> Diagnosis >> Special functions >> Software Version
Management >> SVM code input.
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.
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.
SVM software update of the connected data bus on board diagnostic interface, J533 (address word 0019).
Estimated Time to update is 60 minutes or longer in some cases. Turn OFF Bluetooth on the ODIS
machine, otherwise the system will default to using Bluetooth even with the USB cable connected!
1. Before updating the software, check for any open campaigns on the vehicle. There are open campaigns that
require the same software update for the connected data bus on board diagnostic interface, J533 (address
word 0019), with the potential of other control module updates. If there is an open campaign for the vehicle,
do not use the SVM code listed below. Instead, perform the software update according to the open
campaign. After that campaign is performed, next perform this software update listed below.
2. If there isn’t an open campaign, or the campaign update has been completed, update the vehicle with the
SVM code listed in the table below. To access SVM, within ODIS start GFF >> Diagnosis >> Special
functions >> Software Version Management >> SVM code input.
Note:
Due to the sensitive data transfer during the update, the update must be performed via USB cable. If Bluetooth is
used, the update will fail and make the hardware inoperable. Replacement of hardware due to a failed update with
Bluetooth will not be covered under warranty.
Model
Old Software Part
Number
Old Software
Version
4M1907468A
8W8907468
A4
CW01/16CW44/16
8W8907468
8W6907468
8W5907468C
8W5907468C
8W6907468C
298 or 1298
8W6907468C
8W7907468C
8W8907468C
8W8907468C
8W5907468D
8W5907468D
8W6907468D
8W7907468D
8W8907468D
New Software
Version
SVM Code
Input
4M1907468A
1079, 2079, 3079,
or 4079
8W6907468
8W7907468C
A4/A5/Q5
CW45/16+
New Software Part
Number
0305, 0307, or 0308
8W6907468D
8W7907468D
7079
19A010
1299
0309
19A010
8W8907468D
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.
4M1907468A
4M2907468A
8W6907468
Q7
CW33/15CW44/16
1079, 2079, 3079,
or 4079
4M2907468A
8W6907468
8W8907468
8W8907468
8W5907468C
8W5907468C
7079
19A010
8W6907468C
8W7907468C
Q7
CW45/16+
4M1907468A
298 or 1298
8W6907468C
8W7907468C
8W8907468C
8W8907468C
8W5907468D
8W5907468D
8W6907468D
8W7907468D
0305, 0307, or 0308
8W8907468D
8W6907468D
8W7907468D
1299
0309
19A010
8W8907468D
3. After the update, there may be additional SVM parameter settings required for the connected data bus on
board diagnostic interface, J533 (address word 0019), and other basic settings required for other systems
based on the equipment level of the car. Perform all additional work before moving on.
Verify that the condition has been resolved
1. Allow the MMI to fully initialize. Check for the Key User setting and verify that the customer is still listed as the
Key User. If no Key User is listed, the customer’s myAudi login and vehicle code will need to be re-entered.
2. Verify that the MMI has a good LTE signal to AT&T. The connected data bus on board diagnostic interface,
J533 (address word 0019) uses 3G GSM and not LTE. Despite this the LTE signal strength in the MMI will be
a good indicator of how strong AT&T’s service is in the area. Move the vehicle outside if needed to obtain a
stronger signal.
3. Remove the ODIS diagnostic head from the vehicle, roll up the windows, lock the car, and allow the car to go
to sleep (wait 2-3 minutes).
4. With the vehicle asleep, attempt to refresh the “Warning Messages” in the MMI connect app to see if the
function is restored. It can take the app 1-2 minutes to refresh the data. A successful test will yield no error
message.
5. If the update does not resolve the smartphone app concern, the contact TAC. Do not replace the connected
data bus on board diagnostic interface, J533 (address word 0019). For some customer cases, the customer’s
account is not correct in AT&T’s billing system causing the remote smartphone features to be non-functional.
Replacing the hardware will not change the behavior. Only AT&T can correct this concern.
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.
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 H0011 and software version 0079, 1079, 2079 or 3079 (and
vehicle is not covered under campaign):
Replace data bus control module
9035 5500
See Elsa
Check functionality
9035 9999
50 TU
For other hardware versions and all other software versions less than 0309,
1299, or 4079 (and vehicle is not covered under campaign):
Diagnostic Time:
Check functionality
9035 9999
50 TU
GFF (allowed only if vehicle is not
covered by campaign)
0150 0000
Time stated on
diagnostic protocol
(Max 150 TU)
Road test after service procedure
(allowed only if vehicle is not covered
by campaign)
0121 0004
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 #2044853/3
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.
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.
Required Parts and Tools
Part Number
Part Description
Quantity
See ETKA
Diagnosis interface for data bus (gateway)
1
Additional Information
All parts and service references provided in this TSB (2044853) 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.