A9120652036576_6

91 MMI/MIB: Freezes or crashes and restarts when searching for a contact in the address book
91 20 65 2036576/6 May 12, 2020. Supersedes Technical Service Bulletin Group 91 number 18-88 dated March
27, 2018 for reasons listed below.
Model(s)
Year
VIN Range
Vehicle-Specific Equipment
All
2009 - 2021
All
With telephone and bluetooth
Condition
REVISION HISTORY
Revision
Date
Purpose
6
-
Revised title
Revised header (Added Model Years 2020 and 2021, added all Audi
vehicles)
Revised Condition (Applies to all MMI systems, not just MMI3G+)
5
03/27/2018
Revised header (Added Model Years 2018 and 2019)
4
02/02/2016
Revised Service (Added information about phone pairing at time of script
execution)
Customer states:
When a phone is connected to the vehicle via Bluetooth, one of the following conditions occurs when the user
searches for a contact name in the MMI address book (by using the MMI control knob or the voice recognition
system):
 The MMI screen goes blank then restarts.
 The MMI screen freezes for a few minutes then recovers.
Page 1 of 5
© 2020 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.
Technical Background
This condition occurs because special characters (including
symbols, emoticons, or map icons) are stored in the name field of a
phonebook contact (Figure 1).
Figure 1. Special characters stored in the
name field of a phonebook contact.
Production Solution
Not applicable.
Service
1. All phonebook contact fields (first name, last name, company, phone number, etc.) that have been transferred
to the vehicle must be checked. If special characters are stored in any field, they must be removed. For
additional information, see TSB 2026390: 91 Bluetooth - MMI freezes, streaming music skips, or voice
recognition inoperable due to phonebook.
2. Ask the customer to correct the entries in the phone and to also correct the entries in the source information
from which the entries were obtained. If the phone is synchronized with other smartphone apps, with Outlook,
or with Gmail, changing the information only on the phone may not fix the issue permanently.
Page 2 of 5
© 2020 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.
Note:
Replacement of the MMI main unit or of the telephone control unit will not fix the condition.
To assist with troubleshooting in MMI3G+ vehicles:
A troubleshooting MMI script is available for download on the ServiceNet website at ServiceNet >> Technician
References >> Audi MMI Scripts >> MMI3G+ Phonebook Troubleshooting Script.
This script will allow the customer or technician to automatically find invalid entries. If no invalid entries are
found, it can be safely assumed the contacts are not the source of the concern, assuming the max limit has not
been reached. The phone does not need to be paired at the time the script is run, unless the MMI has recently
been factory-reset.
To use the script:
 Download the script and extract the three files
to the root directory of the SD card. The files
are labeled “audicc”, “copie_scr.sh”, and
“graphics” (Figure 2). The script will not work if
the files are not placed in the root directory of
the SD card.
Figure 2. Three files required for the script.
 Allow the MMI system to fully initialize (all Telephone menu options will be white, not greyed-out).
 The phone does not need to be paired at the time the script is run, unless the MMI has recently been factoryreset (as long as the phonebook was previously loaded into the MMI). Ensure that the phonebook has been
loaded into the MMI by viewing “Known Bonded Devices” in the Telephone menu and checking for the name
of the phone. If the MMI was recently factory-reset, the phonebook must be downloaded again before the
script is run.
 If the phonebook must be reloaded into the MMI, allow the phonebook transfer to be completed (the
phonebook transfer icon in lower right hand corner of MMI will disappear), which can take up to 5 minutes
depending on the number of contacts and recent call history logs stored in the phone.
 Insert the SD card into one of the MMI main unit SD card slots. Allow the script to execute (30–60 seconds).
Page 3 of 5
© 2020 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.
Once the script completes, a green or red popup
message will appear:
 Green indicates that no invalid contacts were
found in the phonebook (Figure 3).
 Red indicates invalid entries were found in the
phonebook (Figure 4). A plain text log file will
be stored on the SD card indicating which
contacts were problematic. The file can be
viewed with a text viewer (such as Notepad,
Wordpad, or Word) on a computer.
Figure 3. No issues were detected with the phonebook
contact entries.
Figure 4. Specific issues were detected with the phonebook
contact entries.
Warranty
This TSB is informational only and not applicable to any Audi Warranty.
Additional Information
The following Technical Service Bulletin may be necessary to complete this procedure:
 TSB 2026390, 91 Bluetooth - MMI freezes, streaming music skips, or voice recognition inoperable due to
phonebook.
Page 4 of 5
© 2020 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.
All parts and service references provided in this TSB (2036576) 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.
©2020 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 5 of 5
© 2020 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.