2022-2026 Audi e-tron Connect Services and SOS LED Not Working TSB

Symptoms of Audi Connect Malfunction

Owners of 2022-2026 Audi e-tron vehicles equipped with Audi connect GEN3/GEN4 systems may experience 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."
• "The navigation satellite map view cannot be activated."

These symptoms indicate that the vehicle's Audi connect system has not fully registered or activated, leading to a lack of functionality. If you are experiencing that your Audi e-tron connect services not working, this TSB provides guidance.

TSB Revision History

This Technical Service Bulletin, reference number 91 25 07 2061028/6, has undergone several revisions to incorporate the latest information:

• Revision 6 (January 17, 2025): Updated service information and revised header to include Model Year 2025 (MY25).
• Revision 5 (August 11, 2023): Updated service information and revised header to include Model Year 2025 (MY25).
• Revision 4 (June 03, 2022): Updated service information.

This bulletin supersedes Technical Service Bulletin Group 91 number 23-22, dated August 11, 2023.

Technical Background: Audi Connect GEN3/GEN4 System

The 3rd Generation of the Audi connect system (GEN3) was first introduced in Model Year 2020 B9 PI vehicles. Unlike the 2nd Generation system, which used a pre-registered AT&T SIM, the GEN3 system utilizes a "white label" SIM card that is not pre-registered to a USA-specific mobile carrier at the factory. Audi of America has partnered with Verizon as the preferred carrier for the GEN3 system in the USA. This fundamental difference means that the SOS light can take longer to turn green after Pre-Delivery Inspection (PDI) compared to previous generations.

The Registration and Pairing (R&P) Process

For the Audi connect GEN3/GEN4 system to function, the SIM card must undergo a "Registration and Pairing" (R&P) process after the ConBox/OCU flight mode is deactivated. This process typically takes about 20 minutes under ideal conditions but often requires a subsequent sleep cycle, a strong GPS signal, and at least 3 bars of LTE. In some cases, this can extend to 1-2 hours, depending on signal strength and backend system availability. The SOS light will only turn green once the embedded SIM (eSIM) has completed the R&P process and is fully operational on Verizon's LTE network.

The R&P process involves several high-level steps:

1. ConBox Flight Mode Deactivation: During the PDI process, the ConBox's flight mode is deactivated, activating the telephone module and SIM.
2. OCU Flight Mode Deactivation: The OCU's flight mode is deactivated when the vehicle is driven at least 25 miles or during the total PDI test plan.
3. Cubic Connection: The SIM attempts to connect to Cubic in Europe using a roaming data connection via AT&T or T-Mobile (Vodafone Roaming). A strong signal is crucial for this step.
4. Verizon eSIM Profile Download: After registering with Cubic, the device receives an eSIM profile for Verizon.
5. Verizon Network Registration: The device disconnects from AT&T or T-Mobile and attempts to register with Verizon's LTE network. A strong Verizon signal is necessary, and a long sleep cycle of 30 minutes or more may be required.
6. Default Network Setting: Once the Verizon profile is successfully downloaded, the device informs Cubic that Verizon will be the default network connection.
7. Wi-Fi and Demo Mode Activation: Cubic activates the Wi-Fi profile for the device and enables dealer demo mode in the Audi connect backend.
8. License Download: Finally, the MMI and Gateway modules download the Audi connect licenses for PRIME and CARE, provided the car has received GPS reception. At this point, the SOS light should turn green.

Troubleshooting Activation Issues

If the SOS light does not turn green after the PDI test drive or after the vehicle has gone through a long sleep cycle, follow these steps:

1. Extended Ignition On: Allow the car to sit outside with the ignition on and engine running for 20-30 minutes. If this has already been done, proceed to step 2.
2. Perform a Long Sleep Cycle: Disconnect any ODIS testers, roll up the windows, close the hood and trunk, and lock the doors. This allows the car to go to sleep faster. Perform this for 5 minutes or more.
3. Recheck SOS Light: Turn the car on and check the status of the SOS light after 5-10 minutes.
4. Repeat Steps: If the SOS light is still not green, repeat steps 1-3 a second time.
5. Capacitive Discharge: If the SOS light still does not turn green after repeating steps 1-3, perform a capacitive discharge by disconnecting the vehicle's 12V battery from the vehicle electronics for at least 60 seconds.
   • After the discharge, reconnect the battery and turn on the ignition.
   • Check and document the eSIM profile currently in use by the ConBox (OCU) using ODIS. Navigate to "Checking IMSI number" under "Guided Functions" for diagnostic address 0075. Note that a Vodafone Bootstrap (Factory) Profile will have a 20-digit ICCID starting with "8988", while a Verizon Operation (Local) Profile will start with "8914". Take a screenshot or write down this value.
   • If the SOS light still does not turn green, open a web ticket with the Audi Digital Business Support Team at https://audi.zendesk.com/. Provide the IMSI, ICCID, and EID.

Important Warnings

• Capacitive Discharge Procedure: "It is no longer required to remove the backup battery from the ConBox, as long as 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."
• Web Ticketing System Access: "You will need to use a dealer email address to register for access to the web ticketing system. Using a personal Gmail or Yahoo account will not allow you to register to the site. If this is not possible, then please contact us at [email protected] so we can verify your dealer credentials and then enable you to utilize your personal email to access the web ticketing system."

Warranty Information

This Technical Service Bulletin (TSB 91 25 07 2061028/6) is informational only and is not applicable to any Audi Warranty claims. The procedures outlined are considered a necessary part of the vehicle's Pre-Delivery Inspection (PDI).

NHTSA ID: 2061028