36577.5.0
Service Bulletin Details
Public Details for: 36577.5.0
This is a technical journal: software update fails and vida can't connect, vgm unresponsive. Follow steps in vida.
Models from 2024
2024 POLESTAR POLESTAR 2 |
Models from 2023
2023 POLESTAR POLESTAR 2 |
Models from 2022
2022 POLESTAR POLESTAR 2 |
Models from 2021
2021 POLESTAR POLESTAR 2 |
Polestar Service and Parts Business Technical Journal TITLE: Software Update Fails and VIDA Can’t Connect, VGM Unresponsive REF NO: ISSUING DEPARTMENT: CAR MARKET: TJ 36577.5.0 Technical Service United States and Canada PARTNER: ISSUE DATE: STATUS DATE: 3 US 7515 Polestar 2023-10-12 2023-11-02 FUNC DESC: FUNC GROUP: Media, navigation and communication 3900 Page 1 of 2 Rows beginning with * are modified Note! If using a printed copy of this Technical Journal, first check for the latest online version. DESCRIPTION: *Added VST Operation No. If the vehicle is experiencing problems communicating with VIDA, especially in relation to a failed SWDL, this could be related to the VGM is not responding. Please see text under Service for advice. Note: This TJ only applies to vehicles with the Android Automotive Operating System. VGM = Vehicle Gateway Module SWDL = Software Download OBD = On-Board Diagnostic CSC Customer Symptom Codes Code Description 22 Diagnostic communication/Wired diagnostic connection to vehicle does not work 23 Diagnostic communication/WiFi diagnostic connection to vehicle does not work 24 Diagnostic communication/Remote diagnostic connection to vehicle does not work 2V Technician information/Software/Vehicle communication/Not for warranty use Vehicle Type Type 534 Eng Eng Desc Sales Body Gear Steer Model Year 2021-9999 Plant Chassis range Struc Week Range - 202007-999952 Produced and printed in the USA and available as an electronic document. © Polestar 2023 Technical Journal 36577.5.0 SERVICE: If SWDL fails, the VGM may end up in an unresponsive state. To identify if this has happened, the most indicative symptom is that the car does not show up in VIDA. The car might be readable with DICE, but it will not be possible to perform a reload or get out of this unresponsive state via the DICE. Prior to fault tracing, please check that there is no aftermarket dongle attached to the OBD connector; this might interfere and cause issues with the vehicle’s diagnostic communication. To get the car communicating through VIDA, please perform the following steps: 1. Press the OnCall/Connect/Talk Bubble button; if the call is connected, this might trigger the VGM to respond in VIDA. If this doesn’t help, continue with the below step. 2. *Exchange the VGM with a donor VGM if there is one available (the HW part numbers do not need to match); if the car shows up in VIDA, connect to the car. Without disconnecting the VIDA connection, remove the donor VGM and replace it with the original VGM (it is important that this step is executed within a few minutes). 3. If the car still shows up in VIDA, and diagnostic communication is possible, perform a reload of the VGM. If successful, the VGM is now restored. *If a donor VGM is not available, a new VGM will need to be ordered. If this is the case, please repeat the above procedure, starting at step 2. If the procedure is executed successfully, the new VGM can now be used as a donor VGM in future cases similar to the one described in this TJ. If the VIDA connection is not established by the above method, please contact RTS. Note: TJ 36581 advises against exchanging components between cars for testing purposes. If unsure on the procedures and methods described in the above steps, please contact your local helpdesk for assistance related to this TJ; see under Vehicle Report. VST Operation Number VST Operation Number Description 98773-2 Control module (VGM) check acc. to TJ 36004-2 Software control module downloading LABOR TIME: 98773-2: 0.9 36004-2: 0.5 VEHICLE REPORT: Yes, please submit a Vehicle Report if the service solution described in this TJ has no effect. Use concern area “Vehicle Report Polestar” and sub concern area “Support not needed Polestar”, use function group 3900. Page 2 of 2 2023-11-02