91Q1 - Circular

Customer Satisfaction Campaign – USA Only
Code: 91Q1
REVISION
Subject
Release Date
Revision Summary
Affected Vehicles
Modular Infotainment System Software Update
February 24, 2017
Software download instructions in the appendix updated.
U.S.A. :
Certain 2017 MY Golf, GTI, Golf SportWagen and Golf Alltrack
Check Campaigns/Actions screen in Elsa on the day of repair to verify that a VIN qualifies for repair under this
action. Elsa is the only valid campaign inquiry & verification source.

Campaign status must show “open.”

If Elsa shows other open action(s), inform your customer so that the work can also be completed at
the same time the vehicle is in the workshop for this campaign.
Corrective Action
Install software to bring the infotainment system up to current production standards.
Parts Information
Software update only; no parts needed.
Code Visibility
On or about February 17, 2017, affected vehicles were listed on the Inventory Vehicle Open
Campaign Action report under My Dealership Reports (found on www.vwhub.com & OMD Web).
A list was not posted for dealers who did not have any affected vehicles.
On or about February 17, 2017, this campaign code showed open on affected vehicles in Elsa.
On or about February 17, 2017, affected vehicles were identified with this campaign code in the
VIN Lookup tool at www.vw.com.
Owner Notification
Owner notification took place in February 2017. An owner letter example is included in this
bulletin for your reference.
Campaign Expiration
Date
This campaign expires on December 31, 2019. Repairs must be performed on or before this
date to be eligible for payment. Keep this expiration date in mind when scheduling customers
for this action. If a customer wishes to have this service performed after the expiration date,
your dealerships normal parts and labor cost associated with this repair will apply.
Additional Information
Please alert everyone in your dealership about this action, including Sales, Service, Parts
and Accounting personnel. Contact Warranty if you have any questions.
Dealers must ensure that every affected inventory vehicle has this campaign completed before
delivery to consumers.
Fill out and affix Campaign Completion Label (CAMP 010 000) after work is complete.
Labels can be ordered at no cost via the Compliance Label Ordering portal at www.vwhub.com.
The repair information in this document is intended for use only by skilled technicians who have the proper tools, equipment and training to correctly and safely maintain your vehicle. These
procedures are not intended to be attempted by “do-it-yourselfers,” and you should not assume this document applies to your vehicle, or that your vehicle has the condition described. To
determine whether this information applies, contact an authorized Volkswagen dealer. 2017 Volkswagen Group of America, Inc. All Rights Reserved.
February 2017
91Q1 Page 1 of 21
Claim Entry Instructions
After campaign has been completed, enter claim as soon as possible to help prevent work from being duplicated
elsewhere. Attach the Elsa screen print showing action open on the day of repair to the repair order.
If customer refused campaign work:
 U.S. dealers: Submit request via WISE under the Campaigns/Update/Recall Closure option.
Service Number
91Q1
Damage Code
0099
Parts Vendor Code
Claim Type
WWO
Sold vehicle: 7 10
Unsold vehicle: 7 90
Causal Indicator
Vehicle Wash/Loaner
Criteria I.D.
Mark labor as causal part
Do not claim wash/loaner under this action
01
Check infotainment software level; no update required
Labor operation: 0183 00 99
10 T.U.
-ORCheck infotainment software level; update required
Labor operation: 9132 25 99
50 T.U.
The repair information in this document is intended for use only by skilled technicians who have the proper tools, equipment and training to correctly and safely maintain your vehicle. These
procedures are not intended to be attempted by “do-it-yourselfers,” and you should not assume this document applies to your vehicle, or that your vehicle has the condition described. To
determine whether this information applies, contact an authorized Volkswagen dealer. 2017 Volkswagen Group of America, Inc. All Rights Reserved.
February 2017
91Q1 Page 2 of 21
Customer Letter Example (USA)
This notice applies to your vehicle: 
Subject: Customer Satisfaction Campaign 91Q1
Modular Infotainment System Software Update
Certain 2017 Model Year Volkswagen Golf, GTI, Golf SportWagen and Golf Alltrack
Dear Volkswagen Owner,
The Golf family of vehicles has been designed to provide you with value, performance, and a wealth of new technology.
Car and Driver agrees, naming the 2017 model year Volkswagen Golf, GTI, Golf SportWagen and Golf Alltrack to its
prestigious 10Best list.
While your vehicle features an advanced infotainment system with App-Connect access to Apple Car-Play and Android
Auto functionality, you have told us that the system functionality could be improved. We’ve listened!
What will we do?
Volkswagen is offering a software update that will improve the stability of your infotainment
system. This will bring your infotainment system up to current production standards. This
software update will take about an hour to complete and will be performed for you free of
charge.
What should you do?
In order to limit any possible inconvenience, please contact your authorized Volkswagen
dealer as soon as possible to schedule this service. For your convenience, you can also
visit www.vw.com and click on the “Owners” link to locate a dealer near you and schedule
this service online. Please keep in mind that your dealer may need additional time for the
preparation of the repair, as well as to accommodate their daily workshop schedule.
This customer satisfaction campaign will be available to you free of charge, but only until
December 31, 2019. If you wish to have any infotainment system updates performed after
that date, your dealer’s normal labor cost associated with this repair will apply.
Lease vehicles and
address changes
If you are the lessor and registered owner of the vehicle identified in this action, please
forward this letter immediately via first-class mail to the lessee within ten (10) days of
receipt. If you have changed your address or sold the vehicle, please fill out the enclosed
prepaid Owner Reply card and mail it to us so we can update our records.
Can we assist you
further?
If your authorized Volkswagen dealer fails or is unable to complete this work free of charge
within a reasonable time, or if you should have any questions about this communication,
please reach out to us using your preferred method of communication at
www.vw.com/contact or by calling 1 800-893-5298. Our phone team is available Monday
through Friday from 8AM to 10PM EST and Saturday from 9AM to 5PM EST.
Checking your vehicle
for open Recalls and
Service Campaigns
To check your vehicle’s eligibility for repair under this or any other recall/service campaign,
please click on the Look Up Recalls link at www.vw.com and enter your Vehicle
Identification Number (VIN) into the Recall/Service Campaign Lookup tool.
At Volkswagen, it is important for our technology to remain ahead of the curve; that is why we are making this update
available to you as our valued customer. We are taking this action to ensure your vehicle continues to meet and exceed
your expectations allowing for the best infotainment experience possible.
Sincerely,
Volkswagen Customer Protection
The repair information in this document is intended for use only by skilled technicians who have the proper tools, equipment and training to correctly and safely maintain your vehicle. These
procedures are not intended to be attempted by “do-it-yourselfers,” and you should not assume this document applies to your vehicle, or that your vehicle has the condition described. To
determine whether this information applies, contact an authorized Volkswagen dealer. 2017 Volkswagen Group of America, Inc. All Rights Reserved.
February 2017
91Q1 Page 3 of 21
Campaign Work Procedure
91Q1 Customer Satisfaction Campaign
NOTE
•
Damages resulting from improper repair or failure to follow these work instructions are the dealer’s
responsibility and are not eligible for reimbursement under this action.
•
This procedure must be read in its entirety prior to performing the repair.
•
Due to variations in vehicle equipment and options, the steps/illustrations in this work procedure may not
identically match all affected vehicles.
•
SD card software files are available for download from ServiceNet. See Appendix A for instructions on
downloading Infotainment Software Updates.
•
An SD card with at least 4 GB of storage will be required. Once the files are downloaded onto the SD card,
the SD card can be used for all future vehicles affected by this action. The cost of the SD card and time to
download the software is not covered under this action.
Required Tools
•
VAS6150D - Diagnostic Tester (or equivalent)
•
VAS6154 - Vehicle Communication Interface (or
equivalent)
The repair information in this document is intended for use only by skilled technicians who have the proper tools, equipment and training to correctly and safely maintain your vehicle. These
procedures are not intended to be attempted by “do-it-yourselfers,” and you should not assume this document applies to your vehicle, or that your vehicle has the condition described. To
determine whether this information applies, contact an authorized Volkswagen dealer. 2017 Volkswagen Group of America, Inc. All Rights Reserved.
February 2017
91Q1 Page 4 of 21
•
GRX3000VAS – Battery Tester/Charger (or
equivalent)
Repair Instruction
Section A - Check for Previous Repair
TIP
If Campaign Completion label is present, no further work is required.
•
Enter the VIN in Elsa and proceed to the
“Campaign/Action” screen.
TIP
On the date of repair, print this screen and keep a copy
with the repair order.
•
Confirm the Campaign/Action is open .
If the status is closed, no further work is required.
•
Note the Applicable Criteria ID  for use
in determining the correct work to be done and
corresponding parts associated.
Proceed to Section B
The repair information in this document is intended for use only by skilled technicians who have the proper tools, equipment and training to correctly and safely maintain your vehicle. These
procedures are not intended to be attempted by “do-it-yourselfers,” and you should not assume this document applies to your vehicle, or that your vehicle has the condition described. To
determine whether this information applies, contact an authorized Volkswagen dealer. 2017 Volkswagen Group of America, Inc. All Rights Reserved.
February 2017
91Q1 Page 5 of 21
Section B – Repair Procedure
•
Attach the GRX3000VAS Tester/Charger (or
equivalent) to the vehicle battery.
•
Switch the ignition ON.
•
Switch the radio ON.
•
Insert the SD card with software Delphi_753
into the 5F module SD card reader located in
the glove box.
TIP
SD card software files are available for download from
ServiceNet. See Appendix A for instructions on
downloading Infotainment Software Updates.
•
Enter “Service Mode” by pressing and holding
the “Menu” hard key button on the Infotainment
unit for 10 seconds.
•
Select “Software update/versions”
 on the touch screen menu.
•
If the software level is 0753, no further work is
required, proceed to Section C.
•
If the software level is 0751 or 0752 ,
select “Update”  on the touch
screen menu.
•
Select “SD card”  on the touch
screen menu.
The repair information in this document is intended for use only by skilled technicians who have the proper tools, equipment and training to correctly and safely maintain your vehicle. These
procedures are not intended to be attempted by “do-it-yourselfers,” and you should not assume this document applies to your vehicle, or that your vehicle has the condition described. To
determine whether this information applies, contact an authorized Volkswagen dealer. 2017 Volkswagen Group of America, Inc. All Rights Reserved.
February 2017
91Q1 Page 6 of 21
•
Select “MST2_US_VW_P0631D”
 on the touch screen menu.
•
Select “Start”  on the touch screen
menu.
•
Select “Next” on the touch screen menu to
begin the software update.
•
This screen will be displayed during the
software update.
NOTE
The infotainment system may reboot several times
during the update.
The repair information in this document is intended for use only by skilled technicians who have the proper tools, equipment and training to correctly and safely maintain your vehicle. These
procedures are not intended to be attempted by “do-it-yourselfers,” and you should not assume this document applies to your vehicle, or that your vehicle has the condition described. To
determine whether this information applies, contact an authorized Volkswagen dealer. 2017 Volkswagen Group of America, Inc. All Rights Reserved.
February 2017
91Q1 Page 7 of 21
•
This screen will be displayed during the
software update.
•
When the “Reverse documentation” screen is
displayed, select “Cancel”  on the
touch screen menu.
•
The SD card update portion of the work
procedure is now complete.
•
Press the “back” arrow in the upper right corner
.
•
Remove the SD card from the 5F module in the
glove box.
•
Cycle the ignition off and then back on.
•
Connect the VAS6150D Diagnostic Tester (or
equivalent) to the vehicle.
•
Start the ODIS program.
•
Upon ODIS startup, verify the “Diagnosis”
operating mode is selected and perform a GFF
scan of the vehicle.
•
If fault “B201A: Checking software version
management” is stored in the infotainment
control module – address word 005F, perform
the following test plan:
The repair information in this document is intended for use only by skilled technicians who have the proper tools, equipment and training to correctly and safely maintain your vehicle. These
procedures are not intended to be attempted by “do-it-yourselfers,” and you should not assume this document applies to your vehicle, or that your vehicle has the condition described. To
determine whether this information applies, contact an authorized Volkswagen dealer. 2017 Volkswagen Group of America, Inc. All Rights Reserved.
February 2017
91Q1 Page 8 of 21
NOTE
Multiple faults, including databus faults, will store in
several control modules during the software update
due to a brief communication loss with the J794.
These faults will be intermittent and should clear. The
B201A fault will remain static, but does not affect
functionality. Examples of faults that could store:
Address
0017
0019
005F
0075
Fault
U1110 - Function restriction due to
communication interruption
U0065 - Vehicle Communication Bus E
Performance
U106A - Digital sound system control
module No Communication
U1121 - Databus missing message
•
Under the Special Functions tab, run the
“005F-Design status check/reset DTC memory”
test plan.
•
When the test plan reaches the step to “restart
the Main-Unit via the Touch-Screen-Monitor”,
hold the radio’s power button down for 10
seconds to reboot the J794. Once the radio
turns back on, select Complete/Continue.
•
Once the test plan ends, the B201A fault
should clear.
•
Exit the scan tool.
•
Send the Diagnostic log online to GFF
Paperless.
•
Remove the battery charger.
•
Close the battery cover.
Continue to Section C
The repair information in this document is intended for use only by skilled technicians who have the proper tools, equipment and training to correctly and safely maintain your vehicle. These
procedures are not intended to be attempted by “do-it-yourselfers,” and you should not assume this document applies to your vehicle, or that your vehicle has the condition described. To
determine whether this information applies, contact an authorized Volkswagen dealer. 2017 Volkswagen Group of America, Inc. All Rights Reserved.
February 2017
91Q1 Page 9 of 21
Section C – Campaign Completion Label
Install Campaign Completion Label
•
Fill out and affix Campaign Completion
Label, part number CAMP 010 000, next to
the vehicle emission control information
label.
TIP
Ensure Campaign Completion Label does not cover
any existing label(s).
The repair information in this document is intended for use only by skilled technicians who have the proper tools, equipment and training to correctly and safely maintain your vehicle. These
procedures are not intended to be attempted by “do-it-yourselfers,” and you should not assume this document applies to your vehicle, or that your vehicle has the condition described. To
determine whether this information applies, contact an authorized Volkswagen dealer. 2017 Volkswagen Group of America, Inc. All Rights Reserved.
February 2017
91Q1 Page 10 of 21
Appendix A – Software Download Instructions
NOTE
•
The download process must be performed on an ODIS machine with a valid certificate.
•
When formatting the SD card, all files that are currently on the card will be deleted.
•
To view the video listed in the Instructions and Tools, the video must be saved to the ODIS desktop in order
to view.
•
Insert an SD card into the scan tool that has at least 4 GB of storage.
•
From the Windows Start menu, select Computer.
•
Right click on the SD card  and select Format .
The repair information in this document is intended for use only by skilled technicians who have the proper tools, equipment and training to correctly and safely maintain your vehicle. These
procedures are not intended to be attempted by “do-it-yourselfers,” and you should not assume this document applies to your vehicle, or that your vehicle has the condition described. To
determine whether this information applies, contact an authorized Volkswagen dealer. 2017 Volkswagen Group of America, Inc. All Rights Reserved.
February 2017
91Q1 Page 11 of 21
•
Select the FAT32 format .
NOTE
If the wrong file format is selected, the SD card cannot be read by the Infotainment Control Module and the
software update will not be able to be performed.
The repair information in this document is intended for use only by skilled technicians who have the proper tools, equipment and training to correctly and safely maintain your vehicle. These
procedures are not intended to be attempted by “do-it-yourselfers,” and you should not assume this document applies to your vehicle, or that your vehicle has the condition described. To
determine whether this information applies, contact an authorized Volkswagen dealer. 2017 Volkswagen Group of America, Inc. All Rights Reserved.
February 2017
91Q1 Page 12 of 21
•
Using a scan tool with a valid certificate:
o
•
Open ServiceNet, select Technician Reference . Then select Infotainment SW Update
.
Select Instructions and Tools .
The repair information in this document is intended for use only by skilled technicians who have the proper tools, equipment and training to correctly and safely maintain your vehicle. These
procedures are not intended to be attempted by “do-it-yourselfers,” and you should not assume this document applies to your vehicle, or that your vehicle has the condition described. To
determine whether this information applies, contact an authorized Volkswagen dealer. 2017 Volkswagen Group of America, Inc. All Rights Reserved.
February 2017
91Q1 Page 13 of 21
•
Select 7zip .
•
Select Save as .
NOTE
If the 7-Zip program is already installed on the scan tool being used, this step can be ignored.
•
Select Desktop  and save the 7zip program to the desktop.
The repair information in this document is intended for use only by skilled technicians who have the proper tools, equipment and training to correctly and safely maintain your vehicle. These
procedures are not intended to be attempted by “do-it-yourselfers,” and you should not assume this document applies to your vehicle, or that your vehicle has the condition described. To
determine whether this information applies, contact an authorized Volkswagen dealer. 2017 Volkswagen Group of America, Inc. All Rights Reserved.
February 2017
91Q1 Page 14 of 21
•
Double click on the 7zip program .
•
Select Run .
•
Select Install .
The repair information in this document is intended for use only by skilled technicians who have the proper tools, equipment and training to correctly and safely maintain your vehicle. These
procedures are not intended to be attempted by “do-it-yourselfers,” and you should not assume this document applies to your vehicle, or that your vehicle has the condition described. To
determine whether this information applies, contact an authorized Volkswagen dealer. 2017 Volkswagen Group of America, Inc. All Rights Reserved.
February 2017
91Q1 Page 15 of 21
•
Select model year 2017.
•
Select software file Delphi_753.
•
Select Save as .
The repair information in this document is intended for use only by skilled technicians who have the proper tools, equipment and training to correctly and safely maintain your vehicle. These
procedures are not intended to be attempted by “do-it-yourselfers,” and you should not assume this document applies to your vehicle, or that your vehicle has the condition described. To
determine whether this information applies, contact an authorized Volkswagen dealer. 2017 Volkswagen Group of America, Inc. All Rights Reserved.
February 2017
91Q1 Page 16 of 21
•
Select Desktop  and save the zipped file to the desktop.
The repair information in this document is intended for use only by skilled technicians who have the proper tools, equipment and training to correctly and safely maintain your vehicle. These
procedures are not intended to be attempted by “do-it-yourselfers,” and you should not assume this document applies to your vehicle, or that your vehicle has the condition described. To
determine whether this information applies, contact an authorized Volkswagen dealer. 2017 Volkswagen Group of America, Inc. All Rights Reserved.
February 2017
91Q1 Page 17 of 21
•
Once the download is complete:
o
Minimize all windows.
o
Right click on the zipped/downloaded file .
o
Select 7-Zip .
o
Select Extract Here .
The repair information in this document is intended for use only by skilled technicians who have the proper tools, equipment and training to correctly and safely maintain your vehicle. These
procedures are not intended to be attempted by “do-it-yourselfers,” and you should not assume this document applies to your vehicle, or that your vehicle has the condition described. To
determine whether this information applies, contact an authorized Volkswagen dealer. 2017 Volkswagen Group of America, Inc. All Rights Reserved.
February 2017
91Q1 Page 18 of 21
•
Once the file is extracted:
o
Double click on the zipped folder .
o
Double click on the the unzipped folder .
The repair information in this document is intended for use only by skilled technicians who have the proper tools, equipment and training to correctly and safely maintain your vehicle. These
procedures are not intended to be attempted by “do-it-yourselfers,” and you should not assume this document applies to your vehicle, or that your vehicle has the condition described. To
determine whether this information applies, contact an authorized Volkswagen dealer. 2017 Volkswagen Group of America, Inc. All Rights Reserved.
February 2017
91Q1 Page 19 of 21
•
Check the box  to select all files.
NOTE
It is important that ALL files in the unzipped folder are selected.
The repair information in this document is intended for use only by skilled technicians who have the proper tools, equipment and training to correctly and safely maintain your vehicle. These
procedures are not intended to be attempted by “do-it-yourselfers,” and you should not assume this document applies to your vehicle, or that your vehicle has the condition described. To
determine whether this information applies, contact an authorized Volkswagen dealer. 2017 Volkswagen Group of America, Inc. All Rights Reserved.
February 2017
91Q1 Page 20 of 21
•
Drag all of the selected files from the unzipped folder to the SD card .
•
Once the files are copied to the SD card, safely remove the SD card.
•
The SD card is now ready for use.
The repair information in this document is intended for use only by skilled technicians who have the proper tools, equipment and training to correctly and safely maintain your vehicle. These
procedures are not intended to be attempted by “do-it-yourselfers,” and you should not assume this document applies to your vehicle, or that your vehicle has the condition described. To
determine whether this information applies, contact an authorized Volkswagen dealer. 2017 Volkswagen Group of America, Inc. All Rights Reserved.
February 2017
91Q1 Page 21 of 21