2021-2026 Audi Connect Services MMI / SOS LED Malfunction TSB

Owners of 2021-2026 Audi vehicles equipped with the GEN3/GEN4 Audi connect system may experience issues where the Audi e-tron connect services MMI is not fully functional, or the SOS LED fails to turn green after the Pre-Delivery Inspection (PDI). This can lead to a range of communication and navigation problems.

Symptoms

If your Audi connect system is not properly activated, you might observe one or more of the following conditions:

• 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 display.
• The navigation satellite map view cannot be activated.

These symptoms indicate that the embedded SIM (eSIM) has not completed its registration and pairing process with the Verizon LTE network.

Diagnosis and Trigger Conditions

The 3rd Generation Audi connect system, unlike its predecessors, uses a "white label" SIM card that is not preregistered at the factory. This requires a "Registration and Pairing" (R&P) process after the vehicle's ConBox/OCU flight mode is deactivated during PDI. While this process typically takes about 20 minutes, factors like LTE signal strength, GPS reception, and backend system availability can extend it to 1-2 hours.

The R&P process involves several steps:

1. Flight Mode Deactivation: During PDI, the ConBox's flight mode is deactivated, activating the telephone module and SIM. For the OCU, flight mode deactivates after driving at least 25 miles or completing the PDI test plan.
2. Initial Roaming Connection: The SIM attempts to connect to Cubic in Europe via a roaming data connection, typically using AT&T or T-Mobile (Vodafone Roaming). Poor signal in the immediate area can delay this step.
3. eSIM Profile Download: Once registered with Cubic, the device receives an eSIM profile for Verizon.
4. Verizon Network Registration: The device disconnects from AT&T or T-Mobile and attempts to register with Verizon's LTE network. Poor Verizon service or the need for a long sleep cycle (30 minutes or more) can hinder this step.
5. Verizon Network Confirmation: The Verizon profile is successfully downloaded, and the device informs Cubic it will use the Verizon network as the default.
6. Wi-Fi Profile Activation: Cubic activates the Wi-Fi profile for the device and dealer demo mode in the Audi connect backend.
7. License Download: Finally, the MMI and Gateway modules download Audi connect licenses for PRIME and CARE, provided the car has GPS reception. At this point, the SOS light should turn green, indicating the Audi e-tron connect services MMI is fully active.

Repair Procedure Summary

If the activation process for your Audi connect GEN3/GEN4 system encounters issues, follow these steps as outlined in TSB 2061028/8:

1. Initial Activation Attempt: If the SOS light doesn't turn green after PDI or a long sleep cycle, allow the car 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: Disconnect any ODIS testers, roll up windows, close the hood and trunk, and lock the doors. This allows the car to enter a deep sleep state faster for at least 5 minutes.
3. Check SOS Light Status: Turn the car on and check the SOS light status after 5-10 minutes.
4. Repeat if Necessary: If the SOS light still doesn't turn green, repeat steps 1-3 a second time.
5. Capacitive Discharge: If the SOS light remains off after repeating the above steps, perform a capacitive discharge. Disconnect the vehicle's 12V battery from the vehicle electronics for at least 60 seconds. Then, reconnect the battery and turn on the ignition.
6. eSIM Profile Verification: Check and document the eSIM profile in use by the ConBox (or OCU for A3/Q3/Q4 models) using ODIS. This is done via "Checking IMSI number" under "Guided Functions" for diagnostic address 0075.
7. DBS Level 2 Ticket: If the SOS light still does not turn green after all previous steps, open a DBS Level 2 ticket via CIP or the web form link found in Access Audi. Provide the IMSI, ICCID, and EID obtained in the previous step.

Important Warnings

NOTICE: It is no longer required to remove the backup battery from the ConBox, provided that the capacitive discharge is performed for at least 60 seconds while there is no emergency or roadside call active in the vehicle. Removing the backup battery can damage the control unit due to electrostatic discharge.

Warranty Information

This Technical Service Bulletin (TSB) is for informational purposes only and does not apply to any Audi Warranty claims. The procedures described are considered a necessary part of the vehicle's Pre-Delivery Inspection (PDI) process.

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Source: NHTSA ID: 11022634