2021-2023 Audi connect SOS LED Not Green TSB

This Technical Service Bulletin (TSB) 91 21 00 2061028/2, issued on May 4, 2021, supersedes Technical Service Bulletin Group 91 number 20-20 dated October 15, 2020. It addresses concerns regarding the Audi connect system in 2021-2023 Audi models where the SOS LED is not green and services are not functioning.

Symptoms

Owners of 2021-2023 Audi vehicles equipped with the GEN3 Audi connect system may experience one or more of the following conditions related to the Audi connect SOS LED not green issue:

• "Audi connect services do not function."
• "SOS LED is off or flashes red."
• "The Roadside button does not function."
• "The News and Weather Tiles are missing in the MMI."
• "The navigation satellite map view cannot be activated."

Technical Background

The 3rd Generation (GEN3) Audi connect system, introduced in Model Year 2020 B9 PI, is utilized in most 2021-2023 Audi vehicles (excluding Q3, TT, and R8). Unlike the previous GEN2 system, which used a preregistered AT&T SIM, the GEN3 system uses a "white label" SIM card that is not preregistered at the factory for any specific U.S. mobile carrier. For the U.S. market, Audi of America partners with Verizon as the preferred carrier for the GEN3 system.

This change means the SOS light may take longer to turn green after the Pre-Delivery Inspection (PDI) process. The SIM card requires a "Registration and Pairing" (R&P) process once the ConBox flight mode is deactivated. This process typically takes 20 minutes under ideal conditions but can extend to 1-2 hours, often requiring a subsequent sleep cycle due to signal strength or backend system availability. In contrast, the GEN2 system completed its R&P process before vehicles arrived at the U.S. port.

Audi connect GEN3 Registration and Pairing Process

The following steps outline the high-level registration and pairing process for GEN3 vehicles:

• Step 1: During the PDI process, the vehicle's flight mode (also known as Airplane Mode) is deactivated, which wakes up the telephone module and SIM.
• Step 2: The SIM attempts to connect to Cubic in Europe using a roaming data connection via AT&T or T-Mobile. If the AT&T or T-Mobile signal is weak in the immediate area or service bay, this step might fail until the vehicle is moved to an area with better signal strength.
• Step 3: After successfully registering with Cubic, the device receives an eSIM profile specifically for Verizon.
• Step 4: Once the Verizon profile is downloaded, the device disconnects from AT&T or T-Mobile and attempts to register with Verizon's LTE network. Poor Verizon service can also cause this step to fail, potentially requiring a long sleep cycle of 30 minutes or more.
• Step 5: The Verizon profile is successfully downloaded, and the device informs Cubic that it will permanently use the Verizon network as its default connection.
• Step 6: Cubic then activates the Wi-Fi profile for the device and simultaneously activates dealer demo mode in the Audi connect backend.
• Step 7: Finally, the MMI and Gateway modules download the necessary Audi connect licenses for PRIME and CARE services. At this point, assuming no backend issues, the SOS light should turn green.

Troubleshooting Steps for a Non-Green SOS LED

If the Audi connect SOS LED not green issue persists after the PDI test drive or initial sleep cycle, follow these steps:

1. If the SOS light is not green, allow the vehicle to sit outside with the ignition on for 20-30 minutes with the engine running. If this has already been done, proceed to step 2.
2. Perform a long sleep cycle of 30 minutes or more. To do this, disconnect any ODIS testers, roll up the windows, close the hood and trunk, and lock the doors. This helps the car enter sleep mode faster.
3. Turn the car on and check the status of the SOS light after 10-15 minutes.
4. If the SOS light still does not turn green after rechecking the system, repeat steps 1-3 a second time.
5. If the SOS light remains not green after the second attempt, perform a capacitive discharge. Disconnect the vehicle's 12V battery from the vehicle electronics for 60 seconds or more. It is no longer necessary to remove the backup battery from the ConBox, provided there is no active emergency or roadside call.
6. After the 60-second disconnection, reconnect the 12V battery and turn on the ignition.
7. Check the status of the SOS light. If it still does not turn green, open a web ticket with the Audi connect Technical Support Team via https://audi.zendesk.com/.

Important Notes

• This TSB is informational only and does not apply to any Audi Warranty. The procedure is considered a necessary part of the vehicle's Pre-Delivery Inspection (PDI).
• To open a web ticket, you must use a dealer email address for registration. If this is not possible, contact [email protected] for assistance with verifying dealer credentials and accessing the ticketing system with a personal email.

NHTSA ID: 10192318