Circular 38C4

Emissions Service Action
Code: 38C4
Subject
Release Date
Affected Vehicles
Mechatronic Unit Software
January 14, 2020
Country
Model Year(s)
Vehicle(s)
USA
CAN
2013-2016
2013-2016
JETTA HYBRID
JETTA HYBRID
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.
Problem Description

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.
On affected vehicles, the mechatronic unit service replacement may have been configured with
a European software calibration. If present, the European software may not detect certain faults
read or stored by a diagnostic system.
Corrective Action
Inspect and, if necessary, update the mechatronic unit software.
Parts Information
Software update only; no parts needed.
Code Visibility
On or about January 14, 2020, the campaign code will be applied to affected vehicles.
Owner Notification
Owner notification will take place in January 2020. Owner letter examples are included in this
bulletin for your reference.
Emissions Campaigns
Requirements
(CALIFORNIA ONLY)
The California Air Resources Board and the Department of Motor Vehicles (DMV) require
emissions-related campaigns to be completed prior to vehicle registration renewal. When
campaign work is done you must provide the owner with a signed “Vehicle Emission Recall –
Proof of Correction” certificate (RC EMISCAVWAU). Order certificates online via the
Compliance Label Ordering portal at www.vwhub.com.
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. 2020 Volkswagen Group of America, Inc. and Volkswagen Canada. All Rights Reserved.
January 2020
38C4 Page 1 of 11
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.
 Canada dealers: Upload the repair order [signed by customer] to Volkswagen WIN/Operations/Campaign
Closure.
Service Number
38C4
Damage Code
0099
Parts Vendor Code
Claim Type
WWO
Sold vehicle: 7 10
Unsold vehicle: 7 90
Causal Indicator
Vehicle Wash/Loaner
Mark labor as causal
U.S.A.: Loaner/rental coverage cannot be claimed under this action. However, loaner/rental
may be covered under the mobility program. Please refer to section 3.30 in the Volkswagen
Warranty Policy and Procedures Manual for loaner claims information and reimbursement
details.
Canada: Loaner/rental coverage cannot be claimed under this action. Please refer to the
Volkswagen Service Loaner Program to determine loaner eligibility.
Criteria I.D.
01
Connect battery charger
Labor operation: 2706 89 50
10 T.U.
-ANDPerform SVM operation for Mechatronic (TCM)
Labor operation: 3885 25 99
Time stated on diagnostic protocol
(Up to 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. 2020 Volkswagen Group of America, Inc. and Volkswagen Canada. All Rights Reserved.
January 2020
38C4 Page 2 of 11
Customer Letter Example (United States)




This notice applies to your vehicle: 
Subject: Emissions Service Action 38C4
Certain 2013-2016 Model Year Volkswagen Jetta Hybrid Vehicles
Mechatronic Unit Software
Dear Volkswagen Owner,
In cooperation with the United States Environmental Protection Agency and the California Air Resources Board,
we are informing you of our decision to conduct an emissions service action on certain 2013-2016 model year
Volkswagen Jetta Hybrid vehicles. Our records show that you are the owner of a vehicle affected by this action.
What is the issue?
On affected vehicles, the mechatronic unit service replacement may have been
configured with a European software calibration. If present, the European software
may not detect certain faults read or stored by a diagnostic system.
What will we do?
Your authorized Volkswagen dealer will inspect and, if necessary, update the
mechatronic unit software in your vehicle. This work will take about one hour to
complete and will be performed for you free of charge. 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.
What should you do?
Please contact your authorized Volkswagen dealer as soon as possible to schedule
this service. To set up an appointment online, please visit www.vw.com/find-a-dealer.
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.
Important information
for California Vehicle
Owners – California
Regulations
California regulations require that this campaign be completed prior to the time you
renew your vehicle registration. Therefore, please make sure that this campaign is
completed prior to the renewal of your vehicle registration, and that you furnish
proof of completion to the Department of Motor Vehicles (DMV) in the form of a copy
of the dealer’s repair order, including a signed “Proof of Correction” certificate. You
obtain this from your dealer after the campaign has been completed. Please retain
the signed “Proof of Correction Certificate” with your vehicle records. DO NOT MAIL
THIS FORM to the DMV, unless requested.
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 us at 800-893-5298.
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 visit www.vw.com/owners/recalls and enter your Vehicle
Identification Number (VIN) into the Recall/Service Campaign Lookup tool.
We apologize for any inconvenience this matter may cause; however we are taking this action to help ensure your
vehicle continues to meet and exceed your expectations.
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. 2020 Volkswagen Group of America, Inc. and Volkswagen Canada. All Rights Reserved.
January 2020
38C4 Page 3 of 11
Customer Letter Example (CANADA)




This notice applies to your vehicle: 
Subject: Emissions Service Action 38C4
Certain 2013-2016 Model Year Volkswagen Jetta Hybrid Vehicles
Mechatronic Unit Software
Dear Volkswagen Owner,
This notice is sent to you in accordance with the requirements of the Canadian Environmental Protection Act, 1999.
Volkswagen has determined that a defect, which relates to a prescribed emission standard, exists in certain 20132016 model year Volkswagen Jetta Hybrid vehicles. Our records show that you are the owner of a vehicle affected
by this action.
What is the issue?
On affected vehicles, the mechatronic unit service replacement may have been
configured with a European software calibration. If present, the European software
may not detect certain faults read or stored by a diagnostic system. This issue has no
impact on vehicle tailpipe emissions.
What will we do?
Your authorized Volkswagen dealer will inspect and, if necessary, update the
mechatronic unit software in your vehicle. This work will take about one hour to
complete and will be performed for you free of charge. 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.
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. On or about January
14, 2020 the necessary repair instructions and software will be available to your
authorized Volkswagen dealer.
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, please contact Customer Relations, Monday
through Friday from 8AM to 8PM EST by phone at 1-800-822-8987 or via our “Contact
Us” page at www.vw.ca.
We apologize for any inconvenience this matter may cause; however we are taking this action to help ensure your
vehicle continues to meet and exceed your expectations.
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. 2020 Volkswagen Group of America, Inc. and Volkswagen Canada. All Rights Reserved.
January 2020
38C4 Page 4 of 11
Campaign Work Procedure
38C4 Emissions Service Action
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.
•
Diagnosis and repair of pre-existing conditions in the vehicle are not covered under this action.
Required Tools
Battery Tester/Charger
Diagnostic Tester
- GRX3000VAS-
-VAS6150X/VAS6160X-
(or equivalent)
(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.
•
All Safety Recalls MUST be completed before
starting this Campaign.
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. 2020 Volkswagen Group of America, Inc. and Volkswagen Canada. All Rights Reserved.
January 2020
38C4 Page 5 of 11
Section B – Repair Procedure
NOTE
Prior to launching the VAS Diagnostic Tester and starting an update, ensure the following conditions are
met;
The ODIS software is completely up to date.
•
Refer to the “Alerts” section on ServiceNet home page for the current ODIS version.
The battery charger is connected to the vehicle battery and remains connected for the duration of
the software update.
•
Battery voltage must remain above 12.5 volts for the duration of the software update. Failure to
do so may cause the update to fail, which could result in damage to the control module. Control
modules damaged by insufficient voltage will not be covered.
The screen saver and power saving settings are off.
•
Failure to do so may result in the tester entering power save mode during the software update,
which could result in damage to the control module.
The VAS Diagnostic Tester is plugged in using the supplied power adapters.
•
Under no circumstances should the tester be used on battery power alone during the software
update. Failure to do so may result in the tester powering off during the update, which could
result in damage to the control module.
If using a Bluetooth transmitter head, it is connected to the tester with a USB cable.
•
Performing a software update using a Bluetooth connection increases the risk of losing
connection during the update, which could result in damage to the control module.
It also greatly increases the time required to perform the update. Requests for additional time
or parts will be denied if the GFF log shows the update was performed using Bluetooth.
The Bluetooth function of the scan tool is physically switched off .
VAS 6150 & VAS 6150A
VAS 6150B
VAS 6150C/D
(Front panel behind handle)
(Right side behind WIRELESS door)
(Left side behind SC/EX door)
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. 2020 Volkswagen Group of America, Inc. and Volkswagen Canada. All Rights Reserved.
January 2020
38C4 Page 6 of 11
WARNING
Radiator Fan(s) may cycle ON high speed during the Update Process! There is a serious risk that personal injury
may result if contact is made with spinning fan blades. Keep hands and all objects away from Radiator Fan(s) during
Update Process!
TIP
To Update-Programming using SVM, review and follow instructions in Technical Bulletin 2014603: Software
Version Management (SVM) Operating Instructions.
The SVM Process must be completed in its entirety so the database receives the update confirmation response. A
warranty claim may not be reimbursed if there is no confirmation response to support the claim.
•
Open the hood.
•
Open the battery cover.
•
Switch the ignition on.
•
Apply the parking brake.
•
Switch off all consumers (headlights, heated
seats, climate control, etc.).
•
Connect the VAS6150X/VAS6160X Diagnostic
Tester to the vehicle.
•
Start the ODIS program.
•
Attach the GRX3000VAS Tester/Charger (or
equivalent) to the vehicle battery.
NOTE
Vehicles with Battery Monitoring Control Module
-J367- and/or an EFB Battery:
When connecting the charger to the battery, connect
the positive cable to the positive terminal of the
battery and connect the negative cable to the
grounding lug on the chassis. DO NOT connect the
ground cable directly to negative terminal of the
battery.
•
Turn the hazards on.
CAUTION
The procedure may cancel itself if the hazard warning
lights are not switched on. The hazard warning lights
prevent the system from switching to bus sleep mode
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. 2020 Volkswagen Group of America, Inc. and Volkswagen Canada. All Rights Reserved.
January 2020
38C4 Page 7 of 11
•
Confirm that scan tool is communicating with the
diagnostic head by USB .
o
If the Bluetooth symbol is shown  then disconnect the diagnostic
head from the vehicle and reconnect the
USB cable to the diagnostic head and
then reattach to the vehicle.
•
Upon ODIS startup, verify the “Diagnosis”
operating mode is selected .
•
Select “Special functions” , then
“Adapting software” , then select
“Perform test” .
•
Select option 2 to “Update software via action
code”.
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. 2020 Volkswagen Group of America, Inc. and Volkswagen Canada. All Rights Reserved.
January 2020
38C4 Page 8 of 11
NOTE
Using Bluetooth for this action is PROHIBITED!
Damage caused to electronic components (e.g. ECM,
TCM, etc.) during the SVM flash process is not
covered.
•
Enter the corrective action code (SVM code) as
listed below.
SVM code
4304
•
Select “Accept”  and follow the on screen
prompts.
•
If the Mechatronic (TCM) software level is
current:
•
o
The “Data version in the vehicle is
current.”
message
will
appear
immediately.
o
Follow the onscreen
complete the test plan.
prompts
If the Mechatronic (TCM) software requires
updating:
•
o
A progress bar will appear and the
software update will initiate.
o
Follow the onscreen prompts to
complete the test plan. When complete,
a confirmation message is displayed .
Select “Complete/Continue” .
NOTE
•
It is IMPERATIVE that ALL of the ignition
cycle on/off delay requests are fulfilled in their
entirety during this flash process .
•
Failing to wait for the ignition on/off timing
cycle to complete (progress bar and
countdown timer ) before cycling
the ignition on/off MAY damage a control
module.
•
Damage to control modules as a result of
failing to wait the specified time displayed by
the progress bar and countdown timer
 are NOT covered under this
action.
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. 2020 Volkswagen Group of America, Inc. and Volkswagen Canada. All Rights Reserved.
January 2020
to
38C4 Page 9 of 11
•
After the software update is completed and
before sending the GFF Log Online:
•
o
Select the “Control Module” tab.
o
Scroll down and right click on the module
that was updated (0002).
o
Select
“Identify
.
Control
Module”
Exit GFF and send diagnostic protocol online
when prompted.
NOTE
Static communication faults may store in various
control modules during the flash. These faults can
only be cleared by following one of these steps:
•
Drive the vehicle a short distance (around the
parking lot, for example).
•
After selecting “Yes”, turn the ignition off for
30 seconds, turn it back on and repeat the
GFF exit program.
•
Clear faults using OBD (an additional key
cycle may also be required).
•
Release the parking brake.
•
Disconnect the VAS tester.
•
Switch off and disconnect the battery charger.
•
Reinstall the battery cover.
Proceed to Section C.
Section C – 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).
•
Proceed to Section D (California only).
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. 2020 Volkswagen Group of America, Inc. and Volkswagen Canada. All Rights Reserved.
January 2020
38C4 Page 10 of 11
Section D – California Only Requirements
CALIFORNIA ONLY Requirements for Emissions Campaigns Having Customer Notification
The California Air Resources Board and the Department of Motor Vehicles (DMV) require emissions-related
campaigns to be completed prior to vehicle registration renewal. When campaign work is done you must provide
the owner with a signed “Vehicle Emission Recall – Proof of Correction” certificate (RC EMIS_CAL VW).
Certificates can be ordered at no cost online via the Compliance Label Ordering portal at www.vwhub.com.
TIP
Ensure owners are aware of the importance of retaining the completed certificate for their records. It should be
mailed to the California DMV only upon request.
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. 2020 Volkswagen Group of America, Inc. and Volkswagen Canada. All Rights Reserved.
January 2020
38C4 Page 11 of 11