A9122032061028_4

Technical Service Bulletin
91 Audi connect GEN3: No Services in MMI and SOS LED does not turn green after PDI
91 22 03 2061028/4 June 3, 2022. Supersedes Technical Service Bulletin Group 91 number 21-31 dated September
16, 2021, for reasons listed below.
Model(s)
Year
VIN Range
Vehicle-Specific Equipment
All Audi Vehicles
2020 – 2023
All
Audi connect GEN3
Condition
REVISION HISTORY
Revision
Date
Purpose
3
-
Revised Service (Updated with the latest information)
2
9/16/2021
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 when pressed.
• The News and Weather Tiles are missing in the MMI.
• The navigation satellite map view cannot be activated.
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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 Service Bulletin
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.
• MY22-23 A3, A4, A5, A6, A7, A8, Q3, Q4 e-tron, Q5, Q7, Q8, Audi e-tron quattro, Audi e-tron Sportback, Audi
e-tron GT, and Audi RS e-tron GT.
With this new GEN3 system, the SOS light can take longer than previous Audi connect generations 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. AoA partnered with Verizon as our preferred carrier for the GEN3 system for the USA. 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/OCU 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 LTE signal strength, GPS reception, and
backend system availability. The SOS light will turn green once the embedded SIM (eSIM) has completed the R&P
process.
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
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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 Service Bulletin
before the vehicle arrives at the US port. With the GEN3 system, the R&P process will always take longer than 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 how the registration and pairing process works for GEN3 vehicles at a very high
level. This complex process is why the R&P can take a longer time than a GEN2 vehicle.
• Step 1: ConBox: Flight mode (aka Airplane Mode) is deactivated during the PDI process, and the telephone
module and SIM activate. OCU: Flight mode is deactivated when the car is driven at least 25 miles.
• Step 2: The SIM attempts to connect to Cubic in Europe using a roaming data connection that utilizes AT&T or
T-Mobile (Vodafone Roaming). If there is poor AT&T or T-Mobile 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 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.
• 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).
• 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
if the car has already received GPS reception (the vehicle must be placed outside or taken on a test drive). 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.
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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 Service Bulletin
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, repeat steps 1-3 a second time if the SOS does not go green.
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. Note: It is no
longer required to remove the backup battery from the ConBox as long as the capacitive discharge is
performed for at least 60 seconds while there is no emergency or roadside call active in the vehicle.
6. Let the car sit for 60 seconds (or longer) with the 12v battery disconnected, reconnect the battery and turn on
the ignition.
7. Check and document the eSIM profile currently in use by the ConBox (OCU if A3/Q3/Q4). This can be
accomplished using ODIS. Select “Checking IMSI number” under “Guided Functions” for diagnostic address
0075.
Vodafone Bootstrap (Factory) Profile will have a 20-digit IMSI starting with “8988.”
Verizon Operational (Local) Profile will have a 20-digit IMSI starting with “8914.”
Take a screenshot of this value, write it down, or upload it to GFF Paperless.
8. 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/. Please provide the IMSI number in your
ticket using one of the methods mentioned in the previous step.
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 enable you to utilize your personal
email to access the web ticketing system.
Warranty
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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 Service Bulletin
This TSB is informational only and not applicable to any Audi Warranty. This procedure is a necessary part of the
vehicle PDI.
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.
©2022 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.
© 2021 Audi of America, Inc.
Page 5 of 5
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.