2022 Audi MMI Key User Pairing Failure TSB

Owners of certain 2022 Audi vehicles may encounter difficulties when attempting to set up the Key User in the MMI system. This issue, detailed in Technical Service Bulletin (TSB) 2064385/1, specifically affects vehicles equipped with Audi connect GEN3 and can prevent proper activation of connected services. If you are experiencing problems with MMI Key User pairing, this guide will help you understand the underlying cause and the recommended solutions.

Symptoms of MMI Key User Pairing Failure

The primary symptom of this issue is the inability to successfully set the key user within the vehicle's MMI system. When an owner attempts the MMI Key User pairing process, the system will display a message of "please wait" indefinitely. After a few minutes, the process will eventually time out without completing the pairing. This prevents the owner from fully utilizing Audi connect services.

Conditions for the MMI Key User Pairing Issue

This specific condition applies to 2022 Audi vehicles that meet certain criteria. The vehicle must be a Model Year 2022 with the MIB3 MMI system and have been built on or after calendar week 25 of 2021 (CW25/21). This TSB does not apply to earlier built MY22 vehicles with Cluster 33 MMI software, as those vehicles are capable of Key User pairing without issue.

Technical Background

The root cause of the MMI Key User pairing problem lies with the new Audi connect Cloud-based Backend Server. This server is utilized by MY22 vehicles equipped with MIB3 and Audi connect GEN3. However, at the time the TSB was issued, this new Backend Server was not yet configured to properly accept the key user pairing process for vehicles running the latest MIB3 system with Cluster 35 software. This incompatibility leads to the pairing failure.

Audi has also introduced a new "Audi connect Activation Card" which replaces the traditional plastic vehicle code key tag.

Important Warnings for Owners

Owners should be aware of a critical detail regarding the "Audi connect Activation Card". As of Q3 2021, there is no possible way to replace a missing Audi connect Activation Card. If your card is lost, you must open a web ticket with the Audi connect Technical Support Team to request the activation of a Preliminary Key User. You will need to provide your customer's email address. The Audi connect Technical Support (AcTS) team can be reached via their web portal at https://audi.zendesk.com.

Production Solution and Repair Procedure Summary

Audi has indicated that a new Audi connect backend deployment, which will resolve this issue, was scheduled for release in Q2 2022. In the meantime, a new concept called "Preliminary Key User" was introduced starting from calendar week 25 of 2021 to facilitate the pairing process.

There are two methods to set up a Preliminary Key User:

1. Dealer Setup: Authorized Audi dealers can set the Preliminary Key User in the Audi connect backend using the AoA Customer Registration Application.
2. Customer Self-Setup: Owners can set the Preliminary Key by entering their vehicle code directly into the myAudi app for their specific vehicle.

Once the Preliminary Key User is established, the final step to complete the MMI Key User pairing is to enter your myAudi login credentials into the vehicle's MMI system. This is done by navigating to "Users >> Add New User" within the MMI interface.

Owner Action

If you own a 2022 Audi vehicle and are experiencing the "please wait" message and timeout during MMI Key User pairing, you should contact your authorized Audi dealer. They can assist with setting up the Preliminary Key User or guide you through the process using the myAudi app. Ensure you have your "Audi connect Activation Card" available, or be prepared to contact Audi connect Technical Support if it is missing. This TSB is informational and not directly covered by Audi Warranty for repair, but the backend solution and setup process are designed to resolve the connectivity issue.

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Source: NHTSA ID: 10201748