Classification:

Reference:

EL17-004

Date:

ITB17-007

February 16, 2017

CLIENT SATISFACTION INITIATIVE
2G TELEMATICS HARDWARE REPLACEMENT
APPLIED VEHICLES:

2014-2016 QX60 Hybrid (L50)
2014-2015 Q50 (V37)
2013 QX56 (Z62)
2014-2015 Q50 Hybrid (V37)
2014-2016 QX80 (Z62)
2014-2016 Q70 (Y51)
2013 M37/56 (Y51)
2014-2016 Q70 Hybrid (Y51)
2013 M35 Hybrid (Y51)
2013 JX35 (L50)
2014-2016 QX60 (L50)
With navigation only

SERVICE INFORMATION
On February 26, 2016 Infiniti announced that it was sending a reminder notification to clients affected by AT&T’s
planned discontinuation of the 2G cellular network. In June 2016, Infiniti communicated instructions to retailers to
update new vehicles in their inventory with 3G compatible telematics control units.
At this time, Infiniti is beginning the process of making 3G compatible hardware available to owners of affected
vehicles as identified above. This upgrade may require an owner to make a co-payment in order to receive the 3G
hardware update. Please refer to the Claims Information below to determine if an owner co-pay is required. This
client satisfaction initiative includes both the hardware upgrade and a complimentary one-year subscription to Infiniti
Connection Plus telematics service; this does not apply to PC454 (see page 2 for details).

You MUST use Service Comm to confirm bulletin Applicability.
NOTE:
 Vehicle eligibility will be viewed on the second page of Service Comm. This activity is not displayed on the
main page of Service Comm because it is optional for customers to participate.
 Vehicles without Navigation are ineligible as they are not equipped with TCUs.
Retailer’s Responsibility
It is the retailer’s responsibility to check SERVICE COMM using the appropriate Service Comm I.D. for the status on
each vehicle falling within the range of this client satisfaction initiative which for any reason enters the service
department. If a vehicle subject to this client satisfaction activity was part of a retailer trade, the letter associated with
that vehicle should be forwarded to the appropriate retailer for upgrade completion.

CO-PAY INFORMATION
MODEL
M37, M56, JX35, QX56
Q50, Q70, QX60, QX80

MODEL YEAR
2013
2014

CO-PAY AMOUNT

SERVICE COMM I.D.

$299

PC451

$149
PC452
$0
PC454**
* Only certain 2016 model year vehicles are affected (2016 Q50 are all equipped with 3G TCUs from the
factory).
** PC454 applies to new vehicle inventory service action released June 29, 2016.
Q50, Q70, QX60, QX80

2015-2016*

Infiniti Bulletins are intended for use by qualified technicians, not 'do-it-yourselfers'. Qualified technicians are properly trained
individuals who have the equipment, tools, safety instruction, and know-how to do a job properly and safely. NOTE: If you believe
that a described condition may apply to a particular vehicle, DO NOT assume that it does. See your Infiniti retailer to determine if this
applies to your vehicle.
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SERVICE PROCEDURE

1. Verify if vehicle is affected by this client satisfaction initiative using SERVICE - COMM I.D. (REF) PC451
and PC452 or PC454.
 PC451 and PC452 will be found on the second page of SERVICE - COMM (Examples shown in Figure
A and Figure B).
 PC454 will be found on the main page of SERVICE - COMM.

Co-Pay
amount

REF number

Examples only of SERVICE - COMM
page 2

Figure A

2. If the vehicle is affected by this client satisfaction initiative, note which new part number, shown in the
PARTS INFORMATION below, will be used and then proceed to step 3.
IMPORTANT: TCUs are model specific and cannot be interchanged.
PARTS INFORMATION
Model
Q50/Q50 Hybrid
2014-2016 Q70 / Q70 Hybrid
2014-2016 QX60 / QX60 Hybrid
2014-2016 QX80
2013 M37/56
2013 M35 Hybrid
2013 JX35
2013 QX56

Description
TCU

New Part Number
283B0-3JA7A

Quantity
1

TCU

283B0-3JA6A

1

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3. The notice for PC451 and PC452 on page 2 of Service Comm is not VIN specific and does not disappear
after a vehicle has been upgraded.


Service Consultants should verify if the vehicle is still eligible for an upgrade, before informing a client,
with one of the following methods:
 Check vehicle service history for previous repair (PC451, PC452, or PC454).
Or
 For the QX60, Q70, and QX80 check the TCU ID number on the vehicle information screen
and confirm if a 2G or a 3G TCU is installed as follows:
a. Press the hard button labeled Setting/Info.
b. Press the “Others” soft button on the center display screen.
c. Press the “Infiniti Connection” soft button.
d. Press “Unit ID information”.
e. If TCU ID starts with “2021-1” it is a 3G device.
f.

If TCU ID starts with “2021-0” it is a 2G device.
NOTE: If the TCU ID begins with something other than 202**, it is a 3G TCU and does not
require an update.

 For the Q50 check the TCU ID number on the vehicle information screen and confirm if a 2G or a
3G TCU is installed as follows:
a. Press the soft (on-screen) button labeled Setting.
b. Press the “>” soft button on the center display screen.
c. Press the “In-Touch Services” soft button on the center display screen.
d. Press “Unit ID information”.
e. If TCU ID starts with “2021-1” it is a 3G device.
f.

If TCU ID starts with “2021-0” it is a 2G device.
NOTE: If the TCU ID begins with something other than 202**, it is a 3G TCU and does not
require an update.

4. If applicable, retailers should ensure clients are informed of this 3G upgrade option when bringing their
vehicle in for service and that clients understand a co-pay may be involved.

Proceed to the next page.

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5. Retailers must obtain client approval in advance of the upgrade being performed. If client approves,
update the vehicle using the procedure included with this announcement.
NOTE: PC454 applies to new vehicle inventory service action released June 29, 2016. Please refer to
the 3rd. bullet (●) below for additional details.


If a client elects to have a 3G compatible Telematics Control Unit installed, the retailer is responsible
for collecting the co-pay from the client.



Upon completion of the installation of the 3G hardware, retailers will file a warranty claim for the
parts and labor.
o Retailers will initially be paid for the full amount of the claim.
o Infiniti will subsequently debit the retailers Non Vehicle Account for the amount of the co-pay
they collected from the client.
o Retailers will be able to view debits on their monthly Retailer Claims Status Reports.



PC454 applies to vehicles that were subject to the retailer service action, but were retailed before the
update was performed. PC454 will display on the main page of Service Comm.
o These vehicles will not require a client co-pay nor will retailers receive a claims debit. These
owners will only receive a six (6) month Infiniti Connection Plus complimentary trial upon
installation of the 3G hardware; they will not receive the complimentary one (1) year subscription
to Infiniti Connection Plus telematics services included on PC451 & PC452.
o Retailers should still acquire client approval to install the 3G compatible Telematics Control Unit
prior to performing the update.
o Retailers should continue to perform PC454 on applicable vehicles in their inventory.

6. For PC451 and PC452, clients must confirm their participation in the complimentary one (1) year Infiniti
Connection Plus subscription on the Infiniti Owner Portal after installation of the 3G compatible
hardware.


Please provide clients with a copy of the login instructions provided with this announcement. If
possible, retailers should assist clients with this process.

7. If it is verified that the vehicle is eligible for an updated TCU and the client approves, proceed to the model
specific procedure.


M37, M35 Hybrid, M56, Q70 & Q70 HybridTelematics Control Unit Replacement on page 5.



JX35, QX60 & QX60 Hybrid Telematics Control Unit Replacement on page 17.



QX56 & QX80 Telematics Control Unit Replacement on page 43.



Q50 & Q50 Hybrid Telematics Control Unit Replacement on page 56.

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M37, M35 Hybrid, M56, Q70 & Q70 HybridTelematics Control Unit Replacement

IMPORTANT: Those steps in RED below, under Client Service Overview, MUST
be performed in the order listed for the new TCU to operate correctly.

Client Service Initiative Overview:

1. Turn OFF the original TCU using CONSULT-III plus (C-III plus) (page 6).

2. Save the VIN DATA using C-III plus (page 11).

3. Remove the original TCU from the vehicle (page 12).

4. Deactivate (unregister) the original TCU by calling INFINITI CONNECTION™ Call Center (page 13).

5. Activate (register) the replacement TCU by calling INFINITI CONNECTION™ Call Center (page 13).

6. Install the replacement TCU in the vehicle (page 14).

7. Turn ON the replacement TCU using C-III plus (page 14).

8. Write the VIN DATA using C-III plus (page 14).

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M37, M35 Hybrid, M56, Q70 & Q70 HybridTelematics Control Unit Replacement continued

Turn OFF the TCU
1. Connect the C-III plus VI to the vehicle.
2. Set the parking brake.
3. Turn the Ignition ON, but do not start the vehicle.
4. Launch C-III plus on the CONSULT PC.
5. Select Diagnosis (One System).

Step
5

Figure 1A

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M37, M35 Hybrid, M56, Q70 & Q70 HybridTelematics Control Unit Replacement continued

6. Select TELEMATICS on page 2 of the “All systems” list.

Step
6

Figure 2A

7. Select Work support.

Step
7

Figure 3A

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M37, M35 Hybrid, M56, Q70 & Q70 HybridTelematics Control Unit Replacement continued

8. Select TCU ACTIVATE SETTING.
9. Select Start.

Step
8

Step
9

Figure 4A

10. Select Start.

Step
10

Figure 5A

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M37, M35 Hybrid, M56, Q70 & Q70 HybridTelematics Control Unit Replacement continued

11. Select Off to turn OFF the TCU.
12. Select End.

Step
11

Step
12

Figure 6A

13. Select Start.

Step
13

Figure 7A

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M37, M35 Hybrid, M56, Q70 & Q70 HybridTelematics Control Unit Replacement continued

14. Select Start.

Step
14

Figure 8A

15. Confirm “Off” is displayed in the Current status field.

Step
15

Figure 9A

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M37, M35 Hybrid, M56, Q70 & Q70 HybridTelematics Control Unit Replacement continued

Save VIN Data
1. Select SAVE VIN DATA.
2. Select Start.

Step
1

Step
2

Figure 10A
3. Select Start.

Step
3

Figure 11A
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M37, M35 Hybrid, M56, Q70 & Q70 HybridTelematics Control Unit Replacement continued

4. Select End.

Step
4

Figure 12A
Remove the TCU from the Vehicle.
1. Remove the instrument lower cover.
a. Pull downward and disengage fixing pawl and
metal clips.
b. Pull back instrument lower cover.
c. Disconnect foot lamp RH harness connector
and TCU harness connector.

Figure 13A

2. Remove the mounting screw and disconnect the
connector, and then remove them together with
the bracket from instrument lower cover.
3. Remove the bracket mounting screw and remove
the bracket from TCU.


Reassembly torque:
2.3 N•m (0.23 kg-m, 20 in-lb.)

1.TCU

2. Bracket

3. Instrument lower cover

Figure 14A
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M37, M35 Hybrid, M56, Q70 & Q70 HybridTelematics Control Unit Replacement continued

Deactivate the Old TCU and then Activate the new TCU
IMPORTANT: Steps 1 and 2 below must be performed AFTER the original TCU is removed from the
vehicle and BEFORE the replacement TCU is installed.
1. Collect and have ready the following information:
 VIN.
 International Mobile Equipment Identity Number (IMEI) of the original TCU. This
number is located on the TCU.
 IMEI Number of the replacement TCU. This number is located on the TCU.
 Serial Number of the replacement TCU. This number is located on the TCU.

LABEL ON TCU

Figure 15A
2. Call the INFINITI CONNECTION™ Call Center at 1-800-334-7858, press “1” and listen for additional
applicable INFINITI retailer prompts. (Hours of operation are listed at the bottom of the page.)
NOTE: The phone number shown above is for TCU activation and deactivation ONLY. The Support Center
agent is unable to assist with matters unrelated to TCU activation and deactivation.
During this call:
 You will be asked for your name, dealership name, and all of the information collected in step 1.
 The Support Center agent will deactivate the original TCU and activate the replacement TCU.
IMPORTANT: Step 2 MUST be performed to activate the replacement TCU. If it is not performed the TCU will
not be able to communicate with the Infiniti Connection Global Data Center.
Infiniti Connection Call Center – Hours of Operation (Central Time Zone)
Monday – Friday: 7AM – 10PM

Saturday: 8AM – 5PM

Special Holiday Hours:
Closed Thanksgiving, Christmas, and New Year’s Day
Christmas Eve: 7AM – 7PM
New Year’s Eve: 7AM – 7PM
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M37, M35 Hybrid, M56, Q70 & Q70 HybridTelematics Control Unit Replacement continued

Install Replacement TCU
1. Install the replacement TCU into the vehicle and reassemble in the reverse order of disassembly.
Turn TCU ON
1. Perform steps 1-15 of Turn OFF the TCU procedure, starting on page 6, to turn the TCU ON and then
confirm the Current status field shows “On”.
IMPORTANT Leave the vehicle ignition ON until the Telematics icon turns white and is not crossed out as
shown in Figure 16A.

Figure 16A
Write VIN Data
1. Select WRITE VIN (SAVED DATA).
2. Select Start.

Step
1

Step
2

Figure 17A
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M37, M35 Hybrid, M56, Q70 & Q70 HybridTelematics Control Unit Replacement continued

3. Select Start.

Step
3

Figure 18A
4. Select End.

Step
4

Figure 19A
IMPORTANT:
 Wait at least 2 minutes after the ignition is turned ON before checking for DTCs. If DTCs are checked
prior to this a U1000 may be stored.
 After writing VIN to new TCU, confirm SOS light on overhead console is illuminated solid.

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M37, M35 Hybrid, M56, Q70 & Q70 HybridTelematics Control Unit Replacement continued

Infiniti Owner Portal Login and Infiniti Connection Subscription Confirmation Instructions:
Owners must follow these instructions to confirm their participation in the complimentary trial for Infiniti
Connection Plus telematics service.
a. Log onto the Infiniti Owner Portal, if not already enrolled, the client will need to create an account and
add their vehicle to their personal garage, then click on the Infiniti Connection button.


The client will be directed to the Infiniti Connection web portal where they should click the “Enroll
Now” button.

b. The primary subscriber tab will open and be pre-populated if the client was previously enrolled in Infiniti
Connection, otherwise, the client will need to enter their information and click “Next”.
c. The Package Selection page will appear where the complimentary 12-month Infiniti Connection Plus
package information will be pre-populated. No credit card is required to continue, but the client may
elect to automatically renew after the complimentary subscription by providing payment information,
then click “Next”.
d. The client will be presented with their selection summary and asked to confirm the Terms & Conditions
of participation. This will complete the confirmation and services will be active.
e. If the client has not already done so, assist the client in downloading the Infiniti Connection companion
app from either the App Store or Google Play.
f.

For assistance with this process, you and your clients can contact Infiniti Owner Services at 1- 855444-7244.

5. Procedure is complete.

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JX35, QX60 & QX60 Hybrid Telematics Control Unit Replacement

IMPORTANT: Those steps in RED below, under Client Service Overview, MUST
be performed in the order listed for the new TCU to operate correctly.

Client Service Initiative Overview:

1. Turn OFF the original TCU using CONSULT-III plus (C-III plus) (page 18).

2. Save the VIN DATA using C-III plus (page 23).

3. Remove the original TCU from the vehicle (page 24).

4. Deactivate (unregister) the original TCU by calling INFINITI CONNECTION™ Call Center (page 39).

5. Activate (register) the replacement TCU by calling INFINITI CONNECTION™ Call Center (page 39).