NHTSA ID Number: 10120545
Manufacturer Communication Number: ITB17-007
TSB/Document Date: 2017-10-25
Summary
CLIENT SATISFACTION INITIATIVE 2G TELEMATICS HARDWARE REPLACEMENT This bulletin applies to vehcile equipped with navigation systems 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.
Reassembly torque: 5.5 N•m (o.56 kg-m, 49 in-lb.)
Bolts
Front TCU bracket
Rear TCU bracket
Figure 46B
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Deactivate the Old TCU and Activate the new TCU
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 47B
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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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 18, 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 48B.
Figure 48B
Write VIN Data
1. Select WRITE VIN (SAVED DATA).
2. Select Start.
Step
1
Step
2
Figure 49B
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3. Select Start.
Step
3
Figure 50B
4. Select End.
Step
4
Figure 51B
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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JX35, QX60 & QX60 Hybrid Telematics 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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ITB17-007
QX56 & QX80 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 44).
2. Save the VIN DATA using C-III plus (page 49).
3. Remove the original TCU from the vehicle (page 50).
4. Deactivate (unregister) the original TCU by calling INFINITI CONNECTION™ Call Center (page 52).
5. Activate (register) the replacement TCU by calling INFINITI CONNECTION™ Call Center (page 52).
6. Install the replacement TCU in the vehicle (page 53).
7. Turn ON the replacement TCU using C-III plus (page 53).
8. Write the VIN DATA using C-III plus (page 53).
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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 1C
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6. Select TELEMATICS on page 2 of the “All systems” list.
Step
6
Figure 2C
7. Select Work support.
Step
7
Figure 3C
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8. Select TCU ACTIVATE SETTING.
9. Select Start.
Step
8
Step
9
Figure 4C
10. Select Start.
Step
10
Figure 5C
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11. Select Off to turn OFF the TCU.
12. Select End.
Step
11
Step
12
Figure 6C
13. Select Start.
Step
13
Figure 7C
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14. Select Start.
Step
14
Figure 8C
15. Confirm “Off” is displayed in the Current status field.
Step
15
Figure 9C
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Save VIN Data
1. Select SAVE VIN DATA.
2. Select Start.
Step
1
Step
2
Figure 10C
3. Select Start.
Step
3
Figure 11C
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4. Select End.
Step
4
Figure 12C
Remove the TCU from the Vehicle.
1. Remove instrument lower cover.
a. Pull disengaged pawls downward.
b. Pull back instrument lower cover.
c. Disconnect harness connectors.
Figure 13C
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2.
Remove glove box assembly.
a. Remove glove box assembly fixing screws (A).
b. Open glove box lid.
c. Remove glove box assembly fixing screws (B).
d. Pull back glove box assembly.
e. Disconnect harness connector.
Figure 14C
3. Remove the vehicle mounting bolts and
disconnect the connector, and then remove them
together with the bracket.
4. 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
Figure 15C
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QX56 & QX80 Telematics 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 16C
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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QX56 & QX80 Telematics 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 44, 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 17C.
Figure 17C
Write VIN Data
1. Select WRITE VIN (SAVED DATA).
2. Select Start.
Step
1
Step
2
Figure 18C
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3. Select Start.
Step
3
Figure 19C
4. Select End.
Step
4
Figure 20C
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.
54/76
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QX56 & QX80 Telematics 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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ITB17-007
Q50 & Q50 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 57).
2. Save the VIN DATA using C-III plus (page 62).
3. Remove the original TCU from the vehicle (page 64).
4. Deactivate (unregister) the original TCU by calling INFINITI CONNECTION™ Call Center (page 72).
5. Activate (register) the replacement TCU by calling INFINITI CONNECTION™ Call Center (page 72).
6. Install the replacement TCU in the vehicle (page 73).
7. Turn ON the replacement TCU using C-III plus (page 73).
8. Write the VIN DATA using C-III plus (page 73).
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Q50 & Q50 Hybrid Telematics 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 1D
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6. Select TELEMATICS on page 2 of the “All systems” list.
Step
6
Figure 2D
7. Select Work support.
Step
7
Figure 3D
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8. Select TCU ACTIVATE SETTING.
9. Select Start.
Step
8
Step
9
Figure 4D
10. Select Start.
Step
10
Figure 5D
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11. Select Off to turn OFF the TCU.
12. Select End.
Step
11
Step
12
Figure 6D
13. Select Start.
Step
13
Figure 7D
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TSB/Document ID: ITB17-007
Replacement Service Bulletin Number:
MFR Communication Date: 2017-02-16
MFR Internal Campaign ID/Software Version:
Communication Type: Service Bulletin/Repair Instructions
NHTSA Components: EQUIPMENT ADAPTIVE/MOBILITY
MFR Component System:
MFR Component Subsystem:
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