A911801 2042942-

91 Audi connect is not functioning and the message "Please wait.." continually appears
91 18 01 2042942/2 June 20, 2018. Supersedes Technical Service Bulletin Group 91 number 16-27 dated
January 26, 2016 for reasons listed below.
Model(s)
Year
VIN Range
Vehicle-Specific Equipment
All
2016 - 2017
All
With Audi connect
Condition
REVISION HISTORY
Revision
Date
Purpose
2
-
Revised header data (Added models)
Revised Service (Added Note)
1
01/26/2016
Initial publication
Customer states:
 The Audi connect Gen 2 system does not
function.
 The message “Please wait…” continually
appears (Figure 1).
 The system might only receive a 3G cellular
connection in areas with strong 4G LTE
reception.
Figure 1. “Please wait…” message.
Technical Background
It is possible that the Audi connect configuration is incorrect due to a communication issue with the backend
server in Germany. A full factory reset of the MMI system is required to fix the incorrect configuration, as a factory
reset of only the Audi connect settings may not correct the issue.
Production Solution
Not applicable.
Page 1 of 3
© 2018 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.
Service
Perform a full factory reset of the MMI system using the following instructions.
Note:
This process will clear all customer configurations in the MMI system.
1. In the MMI settings, select “Factory settings”,
then “Select all entries” (Figure 2).
Figure 2. Choose “Select all entries”.
2. Next, select “Restore factory settings” (Figure
3).
The MMI screen will retract after about 10-15
seconds, then the system will take 1-2 minutes
to fully reset.
After the reset, the screen will open. If the
screen fails to open after two minutes, press
down on the volume knob to force the system to
power on.
Figure 3. Select “Restore factory settings”.
3. After the system is able to receive a full LTE connection (showing data arrows on top of the LTE symbol),
navigate to and select Audi connect. In some cases, the LTE icon may not show after a full factory reset, but
the MMI system is able to retrieve data from Audi connect. If this condition occurs, allow the vehicle to go
through an ignition sleep cycle (turn ignition off, close all windows, lock car, and allow it to sit for two minutes,
and then turn ignition back on).
4. Allow the system to retrieve new licenses from the backend server. It can take up to 60 seconds for the Audi
connect information (weather, fuel, price, traffic, and etc.) to fully load.
5. Confirm that the issue is resolved. If the issue persists, contact the Audi connect customer/dealer service
center at 1-888-545-9434.
When contacting the support center, have the following three pieces of information ready:
 Vehicle VIN
Page 2 of 3
© 2018 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.
 ICCID number (Also known as the SIM card serial number of the 5F-Information control module 1. The
ICCID is located in an MVB labeled “Internal SIM card identification”. The ICCID is a 20-digit number that
begins with “8901170”).
 IMEI number (Also known as the telephone serial number of the 5F-Information control module 1. The
IMEI is located in an MVB labeled “Telephone serial number”. The IMEI is a 15-digit number that begins
with “3549140”).
If the Audi connect support center is unable to help, 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 (2042942) are subject to change and/or removal. Always
check with your Parts Department and/or ETKA for the latest information and parts bulletins. Please check the
Repair Manual for fasteners, bolts, nuts, and screws that require replacement during the repair.
©2018 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 3 of 3
© 2018 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.