A9121312061028_3

91 Audi connect GEN3: No Services in MMI and SOS LED does not turn green after PDI
91 21 31 2061028/3 September 16, 2021. Supersedes Technical Service Bulletin Group 91 number 21-00 dated
May 4, 2021 for reasons listed below.
Model(s)
Year
VIN Range
Vehicle-Specific Equipment
All
2020 - 2023
All
GEN3
Condition
REVISION HISTORY
Revision
Date
Purpose
2
-
Revised title
Revised header (Updated Elsa display, added Models Years and Models)
Revised Service (Updated with the latest information)
1
10/16/2020
Initial publication
Customer states:
One or all of the following conditions exist:
 Audi connect services do not function.
 SOS LED is off or flashes red.
 The Roadside button does not function.
 The News and Weather Tiles are missing in the MMI.
 The navigation satellite map view cannot be activated.
Technical Background
The 3rd Generation of the Audi connect system was first introduced into the MY20 B9 PI:
 MY20 A4 and A5.
 MY21 A4, A5, A6, A7, A8, Q5, Q7, Q8, Audi e-tron quattro and Audi e-tron Sportback.
 MY22 A3, A4, A5, A6, A7, A8, Q3, Q4 e-tron, Q5, Q7, Q8, Audi e-tron quattro, Audi e-tron Sportback, Audi etron GT, and Audi RS e-tron GT.
With this new GEN3 system, the SOS light can take longer to turn green after PDI. This new system utilizes a
“white label” SIM card that is not preregistered to any USA-specific mobile carrier at the factory. For the USA, AoA
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© 2021 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.
partnered with Verizon as our preferred carrier for the GEN3 system. For comparison, the 2nd Generation of the
Audi connect system utilizes an AT&T SIM preregistered before the car leaves the factory.
Production Solution
Not applicable.
Service
Since the 3rd Generation Audi connect system utilizes a SIM that is not preregistered at the factory, the
SIM must go through a “Registration and Pairing” (R&P) process after the ConBox flight mode is
deactivated. The R&P process typically takes 20 minutes under ideal conditions but often requires a
subsequent sleep cycle after the deactivation of flight mode.
In some cases, this process can take up to 1-2 hours, depending on the signal strength and the backend
system availability. Once the embedded SIM (eSIM) has completed the R&P process, the SOS light will
turn green.
With the GEN2 system, the SOS light turns green almost immediately after flight mode is removed
because the R&P process occurs immediately after the vehicle rolls off the factory line. As a result, this
process is completed before the vehicle arrives at the US port. With the GEN3 system, the R&P process
will always take longer as compared to a GEN2 vehicle.
The SOS light, in most cases, will activate after the initial test drive following the PDI or after the vehicle
has had time to go through a long sleep cycle of 30 minutes or longer.
The steps below explain at a very high level how the registration and pairing process works for GEN3
vehicles. This complex process is why the R&P can take a longer amount versus a GEN2 vehicle.
 Step 1: Flight mode (aka Airplane Mode) is deactivated during the PDI process, the telephone module
and SIM wake up.
 Step 2: The SIM attempts to connect to Cubic in Europe using a roaming data connection that utilizes
AT&T or T-Mobile. If there is poor AT&T or T-Mobile service in the immediate area or inside the
service bay, then this step could fail until the car is moved to an area with a stronger AT&T or T-Mobile
signal.
 Step 3: After the vehicle registers with Cubic, the device receives an eSIM profile for Verizon.
 Step 4: Once the Verizon profile is downloaded, the device will disconnect from AT&T or T-Mobile and
attempt registration to Verizon’s LTE network. If there is poor Verizon service in the immediate area or
inside the service bay, this step could fail until the car is moved to an area with a stronger Verizon
signal. A long sleep cycle of 30 minutes or more may be needed at this point.
 Step 5: Next, the Verizon profile is successfully downloaded. The device will inform Cubic that it will
always use the Verizon network from that point forward (setting Verizon as the default network
connection).
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© 2021 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.
 Step 6: Cubic will then activate the Wi-Fi profile for the device. At the same time, Cubic will activate
dealer demo mode in the Audi connect backend.
 Step 7: Lastly, the MMI and Gateway modules should download the Audi connect licenses for PRIME
and CARE. At this point, barring any issues in the backend systems, the SOS light should turn green.
If you experience issues with the activation process, then follow the steps below:
1. If the SOS light does not turn green after the PDI test drive or after the car has been through a long
sleep cycle following the PDI test drive, allow the car to sit outside with the ignition on for 20-30
minutes with the engine running. If this has already been done, then move to step 2.
2. Perform a long sleep cycle of 5 minutes or more. To do this, disconnect any ODIS testers, roll up the
windows and close the hood and trunk. Next, lock the doors. Doing this will allow the car to go to sleep
faster.
3. Turn the car on and check the status of the SOS light after 5-10 minutes.
4. After rechecking the system, if the SOS does not go green, repeat steps 1-3 a second time.
5. If the SOS does not go green after the second time through steps 1-3, please perform a capacitive
discharge by disconnecting the vehicle 12V battery from the vehicle electronics for at least 60
seconds. It is no longer required to remove the backup battery from the ConBox as long as the
capacitive discharge is performed for 60 seconds or more while there is no active emergency or
roadside call in the vehicle.
6. Let the car sit for 60 seconds with the 12v battery disconnected, reconnect the battery and turn on the
ignition.
7. Check the status of the SOS light. If, at this point, the SOS light does not turn green, open a web ticket
with the Audi connect Technical Support Team: https://audi.zendesk.com/.
Note:
You will need to use a dealer email address to register for access to the web ticketing system. Using a
personal Gmail or Yahoo account will not allow you to register to the site. If this is not possible, then
please contact us at [email protected] so we can verify your dealer credentials and then
allow you to utilize your personal email to access the web ticketing system.
Warranty
This TSB is informational only and not applicable to any Audi Warranty. This procedure is a necessary part of the
vehicle PDI.
Page 3 of 4
© 2021 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.
Additional Information
All part and service references provided in this TSB (2061028) 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.
©2021 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 4 of 4
© 2021 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.