A9119192055945_4

91 SOS Emergency call function deactivated message in the cluster, DTC U153E00 stored in the
telematics module
91 19 19 2055945/4 December 16, 2019. Supersedes Technical Service Bulletin Group 91 number 19-96 dated
October 2, 2019 for reasons listed below.
Model(s)
Year
VIN Range
Vehicle-Specific Equipment
A4, A5
2019
All
With ConBox Low
A6, A7, A8,
Q5, Q7, Q8,
and Audi etron quattro
2019 - 2020
All
With ConBox Low
Condition
REVISION HISTORY
Revision
Date
Purpose
4
-
Revised header (Removed MY20 A4 and A5)
Revised Warranty (Added e-tron Labor Operations)
3
10/02/2019
Revised header (Added Audi e-tron quattro)
Revised Production Solution (Updated MY)
2
09/30/2019
Revised header (Added A8)
Revised Technical Background (Updated information)
Revised Service (Updated static DTC scenario)
Revised Warranty (Added Labor Operations)
Customer states:
 The warning message “SOS Emergency call
function deactivated” is seen in the instrument
cluster (Figure 1 or 2).
Page 1 of 5
© 2019 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 1. SOS warning in the instrument cluster.
Figure 2. SOS warning in the instrument cluster.
Technical Background
The warning message is generated by the telematics control module (ConBox Low for MY19), J949 (address
word 0075) and is primarily seen in two different scenarios:
 When there is a hardware or software malfunction of the control module.
 When there is a problem connecting to the Mobile Network Operator (AT&T).
For problems related to the cellular network (MNO), the following DTC may be found in in the telematics control
module, J949 (address word 0075):
 DTC U153E00 (Emergency call module and communication unit Recognition in mobile communications
network not possible).
This DTC will trigger the warning message in the cluster immediately when the signal to the MNO (AT&T) is
lost. However, depending on how long of a period the signal loss occurs, the vehicle may require a full sleep cycle
in order for the DTC to change to sporadic. The warning message in the cluster will only turn off when the DTC
changes to sporadic.
Example Customer Scenarios:
 When a customer is on a long drive through an area where AT&T has little-to-no service, the warning message
can occur. If the customer drives the vehicle for 15-30 minutes with no service, then the vehicle may take a full
hour before it retries to connect to the AT&T network. This is a requirement of AT&T. When the customer
drives the vehicle back into an area of service, the SOS light may stay off, or red, until the vehicle has been in
a service area for up to one hour, or until the vehicle is turned off long enough for the vehicle systems to go
through a sleep cycle.
 If the customer operates the vehicle continuously in an area with no service, then each time the vehicle starts
the warning message will be present. This is true of when the vehicle is operated outside of the United States
Page 2 of 5
© 2019 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.
of America (Canada, Mexico, or overseas) since there are no supported cellular service providers in these
areas.
 For certain MY20 vehicles, the telematics control module changes to a new ConBox High system. This new
system will be updated so that the warning message is not seen or heard in the above two scenarios. Instead,
the customer will need to rely on the SOS button LED status to understand if the system is functioning
normally.
Currently, there is no service solution. If a solution becomes available, then this bulletin shall receive an update
to include the developed solution.
Production Solution
Certain models for MY20 with ConBox High will receive new hardware and software that resolves this concern. All
MY21 vehicles will receive the solution with the ConBox High integration in series production.
Service
If the DTC is found sporadic
1. Follow the recommended troubleshooting steps provided by GFF.
2. Please note the time and date when the DTC set and document it in the repair order in the event the car
returns for a repeat repair.
3. If the SOS button LED is green, then tell the customer that this warning is normal and is shown whenever the
vehicle is driven in an area with little-to-no LTE service with AT&T.
4. No further analysis is required.
If the DTC is static and the warning message does not go away after a bus sleep cycle:
1.
Follow the recommended troubleshooting steps provided by GFF for all other DTC’s.
2.
Ignore the recommendation to replace the hardware if recommended by GFF unless there is a DTC for
“Control Module Faulty”, only then should the hardware be replaced.
3.
If the SOS button LED is red or off, then gain access to the J949 - Emergency Call module (see Elsa).
4.
Move the vehicle outside where it can get a full view of the sky for better cellular reception.
5.
With the ignition off, remove the backup battery from the module and disconnect the main connector from
the J949 - Emergency Call module.
6.
Let the vehicle sit for 2-3 minutes.
Page 3 of 5
© 2019 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.
7.
Insert the backup battery into the telematics control module and reconnect the connector.
8.
Turn the ignition on and let the vehicle sit for 5-10 minutes to allow the GPS system to gain a full 3D lock on
the vehicle’s position. A GPS lock is required for the system to activate with the Audi connect backend.
9.
Check for the SOS button LED to be green. If the LED is not green then check with someone at the
dealership that has AT&T mobile service and see if the LTE reception in the area is poor or if the cell phone
is not able to access the internet or make calls using AT&T’s LTE service (try accessing a web page or
YouTube on the phone). It is important to note that in some cases, it is possible the phone can show
multiple bars of service but cannot make a call or receive data. This happens when the network is
overloaded or there is an issue with the MNO.
10. If there is no issue with AT&T mobile reception on a cell phone then open a TAC contact for further
assistance. Do not replace any hardware until consulting with TAC.
Warranty
Claim Type:
 110 up to 48 Months/50,000 Miles.
 G10 for CPO Covered Vehicles – Verify Owner.
 If the vehicle is outside any warranty, this Technical Service Bulletin is informational
only.
Service Number:
9170
Damage Code:
0010
Labor Operations:
Telematics control module remove + reinstall
9170 19XX
See SRT
For Models that require a Seat Removal, use the following (SRT’s vary):
Front seat remove + reinstall
7201 1900
See SRT
For Models that require a Rear Seat Removal, use the following (SRT’s vary):
Rear bench seat remove + reinstall
7249 1900
See SRT
For Models that require a luggage trim removal, use of the following (SRT’s
vary).
Note:
Use the telematics removal/reinstall labor op code that already includes the luggage
compartment “rear trim” and then add this “side trim” labor op. Rear trim and side trim
are two different and unique labor operations.
Page 4 of 5
© 2019 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.
Diagnostic Time:
Claim Comment:
Side trim, luggage comp. (rear) remove +
reinstall
7003 2000
See SRT
GFF
0150 0000
Time stated on
the diagnostic
protocol (Max 50
TU)
Road test prior to the service procedure
No allowance
0 TU
Road test after the service procedure
No allowance
0 TU
As per TSB #2055945/4
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.
Additional Information
All part and service references provided in this TSB (2055945) 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.
©2019 Audi of America, Inc. All rights reserved. The 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 5 of 5
© 2019 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.