S2108000015

Case Number: S2108000015 – Rev. I
Release Date: February 2023
Symptom/Vehicle Issue: Uconnect Box Require Service Message
Customer Complaint/Technician Observation: Customer / technician may receive a message of
“Uconnect box requires service. Please visit an authorized dealer” on the radio screen. It may happen
right after the vehicle switching to customer mode or after a new Telematics Box Module (TBM)
installed. The message may show up after every ignition on. The technician may not see any TBM or
antenna open / short Diagnostic Trouble Code (DTC).
Discussion: To establish first time connectivity server connection, the TBM / radio needs to sync with
vehicle manufacturing data and download a security certificate. Uconnect box requires service
message will pop up if the certificate download failed.
This document does not authorize warranty repairs. This communication documents a record of past experiences. STAR Online
does not provide any conclusions about what is wrong with the vehicle. Rather, it captures all previous cases known that appear
to be similar or related to the vehicle symptom / condition. You are the expert, and you are responsible for deciding on the
appropriate course of action.
Contact STAR Center, or your Technical Assistance Center Via TechConnect, eCONTACT or Service Library
entry if no solution is found.
Stellantis US LLC
Version 4.5 07/22/2022
The vehicle must be in an area with good AT&T or Rogers (Canada) network coverage and with good
GPS signals. The vehicle may need to be ignition on for 10 to 20 minutes and driven for 5 km/miles.
Multiple ignition cycles may be required after driving.
During vehicle preparation or after TBM swap repair, please make sure TBM download the certificate,
and no Uconnect box require service message after vehicle starts.
1.
2.
3.
4.
5.
6.
7.
8.
9.
10.
11.
Take a configuration report and scan report.
Verify if there is any active or stored DTC related to TBM or antenna.
Any active TBM DTC will trigger Uconnect box message. A stored DTC is possibly the
cause of intermittent popup message failure. Please diagnose the issue per DTC repair
procedures.
Perform ECU reset and clear the DTC if required.
The Uconnect popup message on a new vehicle / TBM without any active TBM DTC, might
be due to missing the security certificate.
Move the vehicle to an area with good AT&T or Rogers network coverage and good GPS
signals, so the TBM can establish server connection.
Please drive the vehicle for at least 5 km / 5 miles and leave the vehicle ignition on for 10 to
20 minutes.
Turn off the vehicle then turn it on. If the Uconnect box message pops up, try to do serval
ignition cycles.
If the message does not go away after 5 ignition cycles, create a STAR case and ask to
check the status of VIN lock and factory feed in backend. (This only applies to new vehicle
or new TBM replacement.)
For intermittent popup message or connectivity feature lost issues, please check stored
DTCs and verify antenna / jumper harness and TBM connections.
Do not replace the TBM if issue could not be replicated.
Please note, other Uconnect box error message like backup battery failure, GPS failure, SOS call
failure and Wi-Fi failure is due to different root cause. Please diagnose differently.
This document does not authorize warranty repairs. This communication documents a record of past experiences. STAR Online
does not provide any conclusions about what is wrong with the vehicle. Rather, it captures all previous cases known that appear
to be similar or related to the vehicle symptom / condition. You are the expert, and you are responsible for deciding on the
appropriate course of action.
Contact STAR Center, or your Technical Assistance Center Via TechConnect, eCONTACT or Service Library
entry if no solution is found.
Stellantis US LLC
Version 4.5 07/22/2022