TSB210187

9/6/22, 9:16 AM
Fault Codes 3868, 4572 and 4677 Caused by Diesel Exhaust Fluid (DEF) Header Malfunction
Technical Service Bulletin
Technical Service Bulletin: TSB210187
Released Date: 31-Aug-2022
Fault Codes 3868, 4572 and 4677 Caused by Diesel Exhaust Fluid (DEF) Header
Malfunction
Fault Codes 3868, 4572 and 4677 Caused by Diesel
Exhaust Fluid (DEF) Header Malfunction
Warranty Statement
The information in this document has no effect on present warranty coverage or repair practices, nor
does it authorize TRP or Campaign actions.
Contents
Product Affected
B6.7 CM2350 B121B (Excluding engines built in 2021)
B6.7 CM2450 B155B
ISB6.7 CM2350 B101 (Engines built in 2016 only)
ISL9 CM2350 L101 (Engines built in 2016 only)
L9 CM2350 L116B
L9 CM2350 L123B
L9 CM2450 L126B
ISX12 CM2350 X102
ISX15 CM2350 X101 (Engines built in 2016 only)
X12 CM2350 X119B
X12 CM2450 X137B
X15 CM2350 X114B
X15 CM2350 X116B
X15 CM2450 X124B
X15 CM2450 X134B
Issue
Symptom:
A combination of one or all DEF header fault code(s) 3868, 4572 and/or 4677 are logged.
Note : These ECM calibrations will only address DEF header sensor malfunctions that
are logging one or combination of DEF header fault code(s) 3868, 4572 and/or 4677.
Engine has a DEF header malfunction and replacement is not available.
Root Cause:
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Fault Codes 3868, 4572 and 4677 Caused by Diesel Exhaust Fluid (DEF) Header Malfunction
DEF header replacement parts are not available and DEF header part shortages have
necessitated the release of an ECM calibration code that allows the engine to operate normally
without engine torque and vehicle speed limits until a DEF header is available for final repair.
Verification
Verify one or all DEF header datalink Fault Codes 3868, 4572 and/or 4677 are logged.
Verify published troubleshooting has been completed.
Verify DEF header part is not available for the repair.
Important: Several additional OEMs have been added to TRP2484 and may have a unique
pre-authorization process. Engines installed in OEM chassis that require pre-authorization
will not appear eligible on QSOL until proper steps are followed. Reference Table 1, OEM
Pre-authorization Process, below.
Resolution
Because of the lack of DEF header part availability, new ECM calibration codes are being made
available that allows the engine to operate normally without engine torque and vehicle speed limits
until a DEF header is available for final repair.
Along with the download of the new ECM calibration, the OEM wiring harness at the DEF header
will need to be cut at least 4 inches on the DEF header side of the wiring harness and heat shrink
repaired.
In some failure conditions the DEF header sensor can produce faults intermittently. The DEF
header sensor must be removed electrically from the OEM harness to prevent intermittent
faults as this can lead to additional warning and de-rate events.
The intent of the below procedure electrically removes the DEF header sensor from the
circuit. The DEF header must remain in the tank and connected to the DEF and coolant lines
as they are still required for vehicle operation.
Important: The steps below must be followed in order. The DEF header sensor pigtail on the DEF
header must be disconnected from OEM wiring harness prior to the download of the new ECM
calibration.
At no point is the DEF header removed from the DEF tank during this procedure.
1. Turn the keyswitch off and verify the DEF header is disconnected from the OEM harness. If the
DEF header sensor is still connected this could result in shorting of the power circuit.
2. Turn keyswitch on and start the ECM calibration download.
a. These products have new corresponding engine ECM calibrations codes that align with the
repair.
i. A Fleet Count will be required to install the new ECM calibration code.
ii. An ECM code lookup tool and complete listing of ECM codes are located at the
following link:
Note :
https://quickserve.cummins.com/qs3/qsol/service/def_header_ecm_tools.html
(https://quickserve.cummins.com/qs3/qsol/service/def_header_ecm_tools.html)
3. While the ECM calibration is downloading, use wire cutters to cut the DEF header pigtail harness
at least four inches from the connector. See Figure 1 below. Once cut, the pigtail can be moved to
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Fault Codes 3868, 4572 and 4677 Caused by Diesel Exhaust Fluid (DEF) Header Malfunction
a bench for ease of installation.
Note : For Blue Bird™ chassis only; do not cut the DEF header pigtail. Install the DEF
header connector cover onto the OEM harness connector. The repair location must
reference Blue Bird™document SU2201 for instructions. Instructions can be found in the
following link. See below for further details.https://vantage.blue-bird.com/Portal/TroubleShooting.aspx (https://vantage.blue-bird.com/Portal/Trouble-Shooting.aspx)
Figure 1, DEF Header Pigtail Harness Cut Location.
4. Remove the wire loom from the pigtail end.
5. Loop each wire and apply heat shrink tubing to each end of the wire. See Figure 2 below.
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Fault Codes 3868, 4572 and 4677 Caused by Diesel Exhaust Fluid (DEF) Header Malfunction
Figure 2, Heat Shrink Applied To Looped Wire.
6. Use a heat gun to apply heat to each piece of heat shrink tubing, verify glue is extruded from the end
and sealed by pinching the end of each piece with pliers. See Figure 3 below.
Figure 3, Pliers Used to Pinch and Verify Glue Extruding.
7. After the four wires are sealed, reconnect the pigtail to the OEM wiring harness connector.
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Fault Codes 3868, 4572 and 4677 Caused by Diesel Exhaust Fluid (DEF) Header Malfunction
8. Secure the wiring harness using a zip tie. See Figure 4 below.
Figure 4, OEM Wiring Harness.
1. Zip tie securing the harness
2. Pigtail connected to chassis connector
3. Harness to DEF header left unsealed
9. Verify new ECM calibration code download is completed.
Downloading this ECM calibration code and cutting of the DEF sensor header harness must be
filed in accordance with one of the appropriate TRPs. See appropriate TRP for further details.
TRP2488 – qualified engine installed in PACCAR chassis. Proper PACCAR authorization
number must be obtained, reference the TRP for further instructions.
TRP2490 – qualified engine installed in DTNA (Freightliner, Freightliner Custom Chassis,
Thomas Bus, and Western Star) chassis.
TRP2489 – qualified engines installed in Navistar® chassis
TRP2484 – qualified engines installed in the following chassis types.
Hines and Crane Carrier, Blue Bird, Tico, Tiffin, Oshkosh Mixers, Sutphen, Gillig, ENC
bus (ElDorado), Grande West (Vicinity) Bus, Temsa Bus, Rosenbauer, Van Hool,
Kalmar Ottawa, Nova Bus, New Flyer Industries (MCI Coach, New Flyer and ADL),
ARBOC Specialty Vehicles, Shyft Group/Spartan RV, Dennis Eagle, Seagrave,
Grove/Manitowac, Hino, and HME.
Additional chassis types will be added as they become eligible.
Unauthorized download of this ECM calibration code is considered tampering of emission control
devices on Cummins products. Cummins Inc. prohibits tampering of emissions control devices on
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Fault Codes 3868, 4572 and 4677 Caused by Diesel Exhaust Fluid (DEF) Header Malfunction
Cummins® products in any capacity. Reference Warranty Memo 1633 for additional details. See
link below.
Note :
https://quickserve.cummins.com/protected/files/qsol/en/warranty/memos/m1633.pdf
(https://quickserve.cummins.com/protected/files/qsol/en/warranty/memos/m1633.pdf)
Table 1, OEM Pre-authorization Process
Important: Once pre-authorization is obtained, email must be sent to [email protected]
with the following item: 1) evidence pre-authorization was received, 2) ESN, 3) OEM and 4)
current ECM code
OEM
Pre-authorization
Repair locations must contact Brad Fisher:
ARBOC Specialty Vehicles
work: 574-822-5997
cell: 574-536-2420
email [email protected]
Blue Bird
Do not cut the DEF Header pigtail as noted in
step 3. Disconnect the header harness and
install provided connector cover onto the chassis
harness. The repair location must reference
Blue Bird™ document SU2201 for instructions.
The document can be found in the following
URL: https://vantage.bluebird.com/Portal/Trouble-Shooting.aspx
Contact a local Blue Bird™ dealer for connector
cover and anauthorization code prior to
performing the repair. A list of Blue Bird™
dealers can be found in the following URL:
https://www.blue-bird.com/find-a-dealer
Grove/Manitowac
Before installing the temporary calibration the
repair location must verify a replacement DEF
sensor is not available. It is ideal to replace the
sensor, if a sensor is available, to prevent a
repeat visit to revert to the original calibration.
Preauthorization can be obtained by contacting
[email protected]
Hines and Crane Carrier (Battle Motors)
The repair location must obtain pre-authorization
prior to repair. Pre-authorization can be obtained
by contacting Michael Cox at
[email protected]
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Fault Codes 3868, 4572 and 4677 Caused by Diesel Exhaust Fluid (DEF) Header Malfunction
Table 1, OEM Pre-authorization Process
Important: Once pre-authorization is obtained, email must be sent to [email protected]
with the following item: 1) evidence pre-authorization was received, 2) ESN, 3) OEM and 4)
current ECM code
HME
Pre-Authorization: The repair location must
obtain pre-authorization prior to repair. Preauthorization can be obtained by contacting
Greg Geukes at [email protected].
Authorization code is required prior to repair.
Kalmar dealers must enter a request in the
Kalmar Case Management system (salesforce).
All non-Kalmar repair locations must contact the
appropriate Kalmar regional support area
manager. The name and contact information is
below:
Kalmar Ottawa
U.S. regions:
Northeast - Christopher Pruitt 1-785-214-3401
Southeast - Warren Chase 1-785-691-5811
Midwest - Rufino Borrero 1-785-521-8002
Western - Lee Diggle 1-785-893-4474
Backup :
Mike Conroy - 1-785-214-2988
Brian Goudreau - 1-785-214-3119
Link-Belt
The repair facility must verify a replacement
DEF sensor or tank is not available. If no
replacement is available, preauthorization must
be obtained to install the temporary calibration.
Contact [email protected]
MCI Coach
The repair location must contact their local MCI
product support representative or MCI
Emergency Roadside Assistance (1-800-2412947) to determine if they are eligible to receive
an authorization code.
New Flyer and ADL
The repair location must contact their local New
Flyer product support representative to
determine if they are eligible to receive an
authorization code.
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Fault Codes 3868, 4572 and 4677 Caused by Diesel Exhaust Fluid (DEF) Header Malfunction
Table 1, OEM Pre-authorization Process
Important: Once pre-authorization is obtained, email must be sent to [email protected]
with the following item: 1) evidence pre-authorization was received, 2) ESN, 3) OEM and 4)
current ECM code
Authorization code is required prior to repair. The
repair location must contact their local Customer
Support Manager. A list of local support
managers is available in the following links (First
link is for Canada. Second link is for U.S.):
Nova Bus
Note :
https://novabus.com/parts_and_service/#custom
er-support-managers
Note :
https://us.novabus.com/parts_and_service/#cust
omer-support-managers
Seagrave
Repair locations must send an email to
[email protected], requesting authorization
for the TRP. Repair locations will need to provide
the five digit Seagrave sales order number,
which is located on the tag in the driver’s side
door jamb.
Shyft Group/Spartan RV
The repair location must obtain pre-authorization
by contacting Scott Wixson at
[email protected] .
Customer Communication
This communication is for information purposes only and to help provide clear communication to
the customer.
Because of a global shortage of parts in the industry, as a result of unprecedented demand in
the wake of the global pandemic and other events beyond the manufacturers’ control, an
ECM calibration code solution is being provided that reduces the inducement levels when
DEF header datalink communication faults are detected. Fault codes 3868, 4572 and/or
4677 could be active but no amber check engine light illuminated indicating there is no
communication between the engine and DEF header, however the vehicle will be allowed to
operate normally without engine torque and vehicle speed limits.
DEF Level indicator will not provide an accurate reading and is not indicative of amount of
DEF available in the tank. See Table 1.
The DEF fluid level in the tank will need to be manually inspected to allow proper vehicle
operation.
By agreeing to this repair, one is agreeing to make the vehicle available at a later date once
DEF header parts are available. A future communication will be sent to make these
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Fault Codes 3868, 4572 and 4677 Caused by Diesel Exhaust Fluid (DEF) Header Malfunction
arrangements.
DEF quality, DEF temperature and DEF level in the electronic service tool will not read correctly.
Fault Codes 3868, 4572 and/or 4677 will still be active.
Running an engine that is not properly maintained such as without DEF or improper DEF quality
are conditions that are consider customer abuse. Reference Responsibilities procedure in the
Warranty Administration Manual.
Note : https://quickserve.cummins.com/qs3/pubsys2/xml/en/procedures/111/111-502003.html (https://quickserve.cummins.com/qs3/pubsys2/xml/en/procedures/111/111502-003.html)
Table 1, Changes to ECM Calibration Code with New ECM Calibration Code with No Torque Or
Speed Inducement(s) with any Combination of Affected Fault Codes
Item
With Existing ECM
Calibration Code
With New ECM Calibration
Code
FC3868
Amber lamp and Malfunction
indicator lamp (MIL)/Torque
and speed inducement
No lamps/ no torque and speed
inducement
FC4572
Amber lamp and MIL/Torque
and speed inducement
No lamps/ no torque and speed
inducement
FC4677
Amber lamp and MIL/Torque
and speed inducement
No lamps/ no torque and speed
inducement
DEF Level
DEF gauge is not
accurate/Electronic service tool
is not accurate
DEF gauge is not
accurate/Electronic service tool
is not accurate
DEF Temperature
Electronic service tool is not
accurate
Electronic service tool is not
accurate
DEF Quality
Electronic service tool is not
accurate
Electronic service tool is not
accurate
Document History
Date
Details
2021-8-26
Module Created
2021-9-16
Updated Resolution section and updated Table 4 and Table 6.
2021-9-17
Added B6.7 CM2350 B121B, deleted Tables 2, 3, 4, 5, 6, 7, and 8, and
added link to PDF that includes all ECM calibration codes.
2021-9-19
Added mention of Tiffin in Resolution section.
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Fault Codes 3868, 4572 and 4677 Caused by Diesel Exhaust Fluid (DEF) Header Malfunction
Date
Details
2021-9-23
Added reference to TRP2488 and TRP2490. Added Note in issue section.
2021-9-27
Added mention of Oshkosh in Resolution section.
2021-9-28
Added mention of Stuphen in Resolution section.
2021-9-30
Fixed typo.
2021-10-18
Added Gillig and exclusion of engines built in 2021 for B6.7 CM2350
B121B.
2021-10-21
Updated Product Affected with ISX15 CM2350 X101
2021-10-28
Added L9 CM2350 L123B and Nova Bus.
2021-10-29
Removed ISX15 CM2350 X101 and L9 CM2350 L123B. Added
instruction for Nova Bus.
2021-11-5
Add 2 SMNs
2021-11-5
Non-Product Problem Solving (PPS)
2021-11-8
Added ISL9 CM2350 L101.
2021-11-8
Updated Product Affected with (Engines built in 2016 only) for select
engines.
2021-11-12
Added L9 CM2350 L123B.
2021-11-15
Added ISB6.7 CM2350 B101 (Engines built in 2016 only). Added ENC
bus and ADL.
2021-11-17
Added Grande West (Vicinity) Bus
2021-12-2
Added OEMs and Kalmar contact information.
2021-12-13
Added Temsa Bus to Step 9.
2022-1-20
Added Rosenbauer to Step 9.
2022-3-30
Added Van Hool.
2022-4-6
Added note for Blue Bird™ chassis and added Table 1.
2022-8-11
Added Blue Bird to Table 1. Added Hines and Crane Carrier
2022-8-30
Updated Table 1 with Link-Belt.
Last Modified: 31-Aug-2022
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