91 AUDI Connect Gen3/Gen4: No Services In MMI And SOS Led Does Not Turn Green After PDI (GROUP 91, NO. 25-07)

WARNING: This page is about the A4 Quattro Premium, 2.0L Eng VIN A, which is a different variant/trim than selected.

Publication date: 2025-01-17
Reference number: GROUP 91, NO. 25-07
Supersedes refnos: 2061028, 2061028/1, 2061028/2, 2061028/3, 2061028/4, 2061028/5, 2061028/6, GROUP 91, NO. 20-20, GROUP 91, NO. 21-00, GROUP 91, NO. 21-31, GROUP 91, NO. 22-03, GROUP 91, NO. 23-22

91 AUDI CONNECT GEN3/GEN4: NO SERVICES IN MMI AND SOS LED DOES NOT TURN GREEN AFTER PDI

TECHNICAL SERVICE BULLETIN

Reference Number(s): GROUP 91, NO. 25-07 (2061028/6), Date of Issue: January 17, 2025

AUDI:	2020-2025 All Audi Vehicles
GROUP:	91 - Radio, Telephone, Board Computer, Multi-Function Indicator (MFI)

Superceded Bulletin(s): GROUP 91, NO. 23-22, Date of Issue: August 11, 2023

SERVICE INFORMATION

91 25 07 2061028/6 January 17, 2025. Supersedes Technical Service Bulletin Group 91 number 23-22 dated August 11, 2023, for reasons listed below.

APPLICABLE MODELS AND YEARS

Model(s)	Year	VIN Range	Vehicle-Specific Equipment
All Audi Vehicles	2020 - 2025	All	Audi connect Gen3/Gen4

CONDITION

REVISION HISTORY

Revision	Date	Purpose
6	-	Revised Service (Updated with the latest information) Revised header (added MY25)
5	08/11/2023	Revised Service (Updated with the latest information) Revised header (added MY 25)
4	06/03/2022	Revised Service (Updated with the latest information)

Customer states:

One or all of the following conditions exist:

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.

TECHNICAL BACKGROUND 1

The 3rd Generation of the Audi connect system was first introduced into the MY20 B9 PI:

MY22-25 A3 and Q3
MY20 A4 and A5.
MY21-25 A4, A5, A6, A7, A8, Q5, Q7, Q8, Audi e-tron quattro, and Audi e-tron Sportback.
MY22-25 A3 , A4, A5, A6, A7, A8, Q3, Q4 e-tron, Q5, Q7, Q8, Q8 e-tron, e-tron quattro, e-tron Sportback, e-tron GT, and RS e-tron GT .
MY25 Q6

With this new GEN3 system, the SOS light can take longer than previous Audi connect generations to turn green after PDI. This new system utilizes a "white label" SIM card that is not preregistered to any USA-specific mobile carrier at the factory. Audi of America partnered with Verizon as our preferred carrier for the GEN3 system for the USA. For comparison, the 2nd Generation of the Audi connect system utilizes an AT&T SIM preregistered before the car leaves the factory.

PRODUCTION SOLUTION

Not applicable.

SERVICE

Since the 3rd Generation Audi connect system utilizes a SIM that is not preregistered at the factory, the SIM must go through a "Registration and Pairing" (R&P) process after the ConBox/OCU flight mode is deactivated. The R&P process typically takes 20 minutes under ideal conditions but often requires a subsequent sleep cycle after flight mode deactivation, a GPS signal is obtained, and the car has been in an area with at least 3-bars of LTE.

In some cases, this process can take up to 1-2 hours, depending on the LTE signal strength, GPS reception, and backend system availability. The SOS light will turn green once the embedded SIM (eSIM) has completed the R&P process and is fully operating on Verizon's LTE network.

For comparison, for the GEN2 system, the SOS light turns green almost immediately after flight mode is removed because the R&P process is already completed before the vehicle arrives at the US port. With the GEN3 system, the R&P process will always take longer than a GEN2 vehicle.

The SOS light, in most cases, will activate after the initial test drive following the PDI or after the vehicle has had time to go through a long sleep cycle of 30 minutes or longer.

The steps below explain how the registration and pairing process works for GEN3 vehicles at a very high level. This complex process is why the R&P can take a longer time than a GEN2 vehicle.

Step 1: ConBox: Flight mode (aka Airplane Mode) is deactivated during the PDI process, and the telephone module and SIM activate. OCU: Flight mode is deactivated when the car is driven at least 25 miles or during the total PDI test plan (the 25-mile threshold is set to 0 miles in this test plan).
Step 2: The SIM attempts to connect to Cubic in Europe using a roaming data connection that utilizes AT&T or T-Mobile (Vodafone Roaming). If there is poor AT&T or T-Mobile service in the immediate area or inside the service bay, this step could fail until the car is moved to an area with a stronger AT&T or T-Mobile signal.
Step 3: After the vehicle registers with Cubic, the device receives an eSIM profile for Verizon.
Step 4: Once the Verizon profile is downloaded, the device will disconnect from AT&T or T-Mobile and attempt registration to Verizon's LTE network. If there is poor Verizon service in the immediate area or inside the service bay, this step could fail until the car is moved to an area with a stronger Verizon signal. A long sleep cycle of 30 minutes or more may be needed.
Step 5: Next, the Verizon profile is successfully downloaded. The device will inform Cubic that it will always use the Verizon network from that point forward (setting Verizon as the default network connection).
Step 6: Cubic will then activate the Wi-Fi profile for the device. At the same time, Cubic will activate dealer demo mode in the Audi connect backend.

Step 7: Lastly, the MMI and Gateway modules should download the Audi connect licenses for PRIME and CARE if the car has already received GPS reception (the vehicle must be placed outside or taken on a test drive). At this point, barring any issues in the backend systems, the SOS light should turn green.

If you experience issues with the activation process, then follow the steps below:

If the SOS light does not turn green after the PDI test drive or after the car has been through a long sleep cycle following the PDI test drive, allow the car to sit outside with the ignition on for 20-30 minutes with the engine running. If this has already been done, then move to step 2.
Perform a long sleep cycle of 5 minutes or more. To do this, disconnect any ODIS testers, roll up the windows and close the hood and trunk. Next, lock the doors. Doing this will allow the car to go to sleep faster.
Turn the car on and check the status of the SOS light after 5-10 minutes.
After rechecking the system, repeat steps 1- 3 a second time if the SOS light does not turn green.
If the SOS light does not turn green after the second time through steps 1- 3, please perform a capacitive discharge by disconnecting the vehicle 12V battery from the vehicle electronics for at least 60 seconds.

NOTE: 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.

Let the car sit for 60 seconds (or longer) with the 12v battery disconnected, reconnect the battery and turn on the ignition.
Check and document the eSIM profile currently in use by the ConBox (OCU if A3/Q3/Q4). This can be accomplished using ODIS. Selected "Checking IMSI number" under "Guided Functions" for diagnostic address 0075.
Vodafone Bootstrap (Factory) Profile will have a 20-digit ICCID starting with "8988".

Verizon Operation (Local) Profile will have a 20-digit ICCID starting with "8914".

Take a screen shot of this value, write it down, or upload it to GFF Paperless.
Check the status of the SOS light. If, at this point, the SOS light does not turn green, open a web ticket with the Audi Digital Business Support Team: https://audi.zendesk.com/ . Please provide the IMSI, ICCID, and EID using one of the methods mentioned in the previous step.

NOTE: 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 connect.support@audi.com so we can verify your dealer credentials and then enable you to utilize your personal email to access the web ticketing system.

WARRANTY

This TSB is informational only and not applicable to any Audi Warranty. This procedure is a necessary part of the vehicle PDI.

ADDITIONAL INFORMATION

All part and service references provided in this TSB (2061028 ) are subject to change and/or removal. Always check with your Parts Department and/or ETKA for the latest information and parts bulletins. Please check the Repair Manual for fasteners, bolts, nuts, and screws that require replacement during the repair.

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