TJ33633-1-2-2018

VOLVO CAR
SERVICE AND PARTS BUSINESS
Technical Journal
TITLE:
No Internet Connection With Car Modem/”SIM Card Not Inserted” message
REF NO:
ISSUING DEPARTMENT:
CAR MARKET:
TJ 33633.1.2
Technical Service
United States and Canada
PARTNER:
ISSUE DATE:
STATUS DATE:
3 US 7510 Volvo Car USA
2018-03-20
2018-03-26
FUNC DESC:
FUNC GROUP:
Media, navigation and
communication
3900
Page 1 of 8
“Right first time in Time”
Attachment
File Name
TJ 33633_1(SPA).jpg
TJ 33633_2 (SPA).jpg
TJ 33633_3 (P3).jpg
TJ 33633_4 (P3).jpg
TJ 33633_Locked Profile.jpg
TJ 33633_No SIM.jpg
File Size
0.0828 MB
0.0726 MB
0.0710 MB
0.0772 MB
0.0851 MB
0.0481 MB
Vehicle Type
Type
1XX
2XX
5XX
Eng
Eng
Desc
Sales
Body
Gear
Steer
Model Year
2015-2018
2016-9999
2019-9999
Plant
Chassis range
-
Struc Week
Range
201420-999952
201505-999952
201746-999952
Produced in the USA and available as an electronic document. Hard copy documents are printed in USA on recycled paper containing
a minimum of 50% wastepaper and 10% post-consumer waste.
© 2018 VOLVO CAR USA, LLC
Technical Journal 33633.1.2
CSC Customer Symptom Codes
Code
ER
EM
6K
6M
6N
52
JG
KY
KO
Description
App/Does not work
Internet Connection/Does not work
Mobile applications Volvo On Call/Activation problems
Mobile applications Volvo On Call/No information from the vehicle
Mobile applications Volvo On Call/Other communication problems
Remote update/Does not work
Volvo On Call/Other Volvo On Call problems
Volvo On Call/Does not work
Wifi hotspot connection/Does not work
VST Operation Number
DTC Diagnostic Trouble Codes
Rows beginning with * are modified
Note! If using a printed copy of this Technical Journal, first check for the latest online version.
Text
DESCRIPTION:
SPA = Scalable Product Architecture
SIM = Subscriber Identity Module
On Friday, 3/16/2018 there was an AT&T programming change sent to our vehicles that effected some
of our vehicles’ connectivity services.
As a result, the customer may experience a loss of internet connectivity with the WiFi hotspot and/or incar apps. Additionally, certain functions of the Volvo On-Call mobile app may not function (i.e., Engine
Remote Start or Remote Door Lock/Unlock.)
In SPA cars, the globe icon in the top left-hand corner of the screen will have a slash through it. TJ
33633_1(SPA).jpg
In Legacy (P3) cars equipped with Sensus Connect, the internet SIM card icon will show in the top
right-hand corner of the screen with constantly rotating yellow arrows: TJ 33633_3 (P3).jpg
The SOS and On Call buttons as well as all other Volvo On-Call emergency features are not affected
To restore functionality, follow the instructions under Service.
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Technical Journal 33633.1.2
SERVICE:
In order to restore the connectivity functions, the “Roaming” function must be activated in the vehicle
menus.
For SPA cars, this can be found in the Vehicle Modem Internet menu under “Network”:
TJ 33633_1(SPA).jpg and TJ 33633_2 (SPA).jpg
For P3 cars, the option can be found in the “Internet Settings >> Car Modem” menu:
TJ 33633_4 (P3).jpg
Once the selection has been made, turn off the ignition, close and lock the car for 60 seconds and then
re-start to check functionality.
Once the connection is restored, the “Roaming” option can be turned off again if desired. Enabling the
“Roaming” setting will NOT affect the customer’s data charges.
*If a message pop-up appears indicating “SIM Card Not Inserted” (TJ 33633_No SIM.jpg) click OK to
ignore the message and then go into the “Communications >> Vehicle Modem Internet” menu and reactivate the Vehicle Modem Internet.
This message appears as a consequence of the SIM programming being reset by AT&T and does not
indicate a fault with the SIM card or reader. If the connection is not restored, wait 5 minutes and try
to re-enable the Vehicle Modem again.
*On SPA cars, if a Driver Profile is being used by the customer and it is set to “Protected”, the settings
must be saved by going into the Driver Profile settings menu and clicking “Save current settings to the
profile”: TJ 33633_Locked Profile.jpg. Failure to check this setting could result in the customer
returning with the same issue.
VEHICLE REPORT:
Yes. If the solution provided in this TJ has no effect please submit a Connectivity report. Use Concern
Area Connectivity and Sub-Concern Area Support Needed. Please use Function Group 3970.
To view TJ attachments continue to next page. This TJ has 6 attachments.
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