A9121372064385_1

91 Audi connect GEN3: Key User pairing in vehicle fails in the MMI
91 21 37 2064385/1 September 28, 2021.
Model(s)
Year
VIN Range
Vehicle-Specific Equipment
All
2022
All
Audi connect GEN3
A8
2021
024377 - 999999
Audi connect GEN3
Condition
This condition must be met:
 The key user cannot be set in the vehicle using the MMI. When attempting the key user pairing in the MMI, a
message of “please wait” is shown indefinitely, and eventually, it times out after a few minutes.
Additionally, any of these conditions must also be met:
 The vehicle is a Model Year 2022 with the MIB3 MMI system and was built on or after CW25/21.
Or
 The vehicle is a Model Year 2021 A8/S8 with the MIB3 MMI system and was built on or after CW25/21.
Technical Background
Starting with the MY21 A8/S8 with MIB3 and all other MY22 vehicles with MIB3, a new Audi connect Cloudbased Backend Server is utilized with Audi connect. This new Backend Server is not yet configured to accept
the key user pairing with the latest MIB3 system with Cluster 35 software. However, some early built MY22
vehicles were built before CW25/21 and have Cluster 33 MMI software (e.g. e-tron GT), and these vehicles are
capable of Key User pairing in the MMI. Thus, this TSB does not apply to those vehicles.
Additionally, the “Audi connect Activation Card” (Figure 1) is also new. This card replaces the plastic vehicle
code key tag.
Page 1 of 3
© 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.
Figure 1. Audi connect Activation Card.
Note:
As of Q3 2021, there is no possible way to replace this Audi connect Activation Card. If the card is missing,
please open a web ticket with the Audi connect Technical Support Team to request the activation of Preliminary
Key user and provide the customer’s email address. The AcTS team can be reached via the web using URL:
https://audi.zendesk.com.
Production Solution
A new Audi connect backend deployment will be released sometime in Q2 2022.
Service
Starting CW25/21, a new concept for Key User Pairing was released worldwide for Audi. This new concept is
called “Preliminary Key User.”
Preliminary Key User can be set using two different methods:
1. Dealers can set Preliminary Key User in the Audi connect backend using the AoA Customer Registration
Application.
2. Customers can set Preliminary Key by entering the vehicle code directly into the myAudi app for a specific
vehicle.
Completing Key User pairing is accomplished by entering the myAudi login credentials into the MMI by
navigating in the MMI to “Users >> Add New User.”
Page 2 of 3
© 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.
If any concerns arise with this process, then please open a web ticket with the Audi connect Technical Support
Team to request the activation of Preliminary Key user and provide the customer’s email address (see Service
section). The AcTS team can be reached via the web using URL: https://audi.zendesk.com.
Warranty
This TSB is informational only and not applicable to any Audi Warranty.
Additional Information
All part and service references provided in this TSB (2064385) 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 3 of 3
© 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.