A911679 2045540-

91 Audi connect GEN2: Vehicle Code Entry Fails for Key User Setup or RLU, Veh. Status, Warning
Messages Fail to Update
91 16 79 2045540/1 October 5, 2016.
Model(s)
Year
VIN Range
Vehicle-Specific Equipment
A4, Q7
2016 - 2019
All
With Audi connect
Condition
The customer complains of one of the following conditions:
 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.
 The Remote Lock/Unlock (RLU), Alerts, vehicle status, or warning messages cannot be
refreshed in the MMI connect app nor through the myAudi web portal.
Technical Background
The connected data bus diagnostic interface (J533) (address word 19), 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.
Page 1 of 7
© 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 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 all of these are true and the customer experiences the conditions listed above, and there is 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 update.
The customer complaint is created when the connected gateway logs off the mobile data network due to a known
software concern. When this occurs, the connected gateway cannot communicate with the Audi connect backend
server (MBB) despite the car being parked in an area where the mobile data network provides a strong signal.
This can be a static condition that does not change when cycling the ignition nor when allowing the vehicle to go
through a sleep cycle.
Production Solution
Optimized software for the connected data bus diagnostic interface (J533) (address word 19) was introduced into
production starting with vehicles produced in July 2016.
Service
Overview of Repair:
The connected gateway will need to be reset and 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. Replacing the connected data bus
diagnostic interface (J533) (address word 19) will not resolve the condition. Service software is being prepared.
Required equipment:
 Socket wrench to disconnect battery cable from battery.
 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:
 Approximately 45 minutes (30 minutes of letting car sit).
First restore the communication of the connected gateway to the Audi connect backend by performing the
following steps:
1.
Park the vehicle outside the shop where there is a good to very good mobile network
reception and GPS reception.
Page 2 of 7
© 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 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.
2.
Switch the ignition off.
3.
Reset terminal 30 (battery connection) for at least 30 minutes.
4.
Reconnect the battery and switch on the ignition and wait at least 1-2 minutes until the
MMI has fully loaded.
5.
Then go to the Audi connect user management screen by navigating to: MENU >> Audi
connect >> Right option >> Audi connect user management.
6.
Select “Key user” (Figure 2). If the
customer’s user name is already
entered in the MMI then step 7- 8
can be skipped. Proceed to step 9.
Figure 2. User management menu.
7.
Select “Set key user” (Figure 3).
Figure 3. Set key user.
Page 3 of 7
© 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 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.
8.
Enter the customer’s vehicle code
(Figure 4) and myAudi user name
(email address) and select “Log in”
(Figure 5).
Figure 4. Vehicle code (F-PIN)
Figure 5. Log in.
9.
Once the message appears indicating the registration was successful, turn off the vehicle
ignition.
10. Next, test the MMI connect app functionality. 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.
11. If the Remote Vehicle Services are working in the MMI connect app or myAudi portal then
submit a PSS record in 2045570 PSS 91 Audi connect GEN2: Remote Vehicle Services
INOP or Cannot Enter Vehicle Code for Key User.
12. If the Remove Vehicle Services are still not functional then please contact the Audi
Dealership Technical Assistance Center.
MMI connect app FAQ for remote services:
Page 4 of 7
© 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 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. When does the app send a signal to the car A. When using Remote Lock/Unlock or when
to refresh data?
refreshing 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 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. Why 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.
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, including RLU,
except for setting or removing Speed, Valet, or
Geofencing Alerts.
Page 5 of 7
© 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 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 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:
Repair data bus control unit
9035 4199
30 TU
Control unit for Program display and operating
unit
9196 2599
20 TU
GFF
No allowance
0 TU
Road test prior to service procedure
No allowance
0 TU
Road test after service procedure
No allowance
0 TU
Diagnostic Time:
Technical diagnosis at dealer’s discretion
(Refer to Section 2.2.1.2 and Audi Warranty Online for DADP allowance details)
Page 6 of 7
© 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 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.
Claim Comment:
As per TSB #2045540/1
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
N/A
10mm Socket Wrench
01
Additional Information
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. The following Technical Service
Bulletin will be necessary to complete this procedure:
 TSB 2043037, 91 Audi connect Gen2: Key User, AcVDM, Vehicle Code, & myAudi PIN Troubleshooting.
 PSS 2045570, PSS 91 Audi connect GEN2: Remote Vehicle Services INOP or Cannot Enter Vehicle Code for
Key User
©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 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 7 of 7
© 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 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.