TIS Service Bulletin

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SI B84 02 14
Communication Systems

July 2018
Technical Service

CONNECTEDDRIVE/BMW ASSIST SYSTEM DIAGNOSIS
INFORMATION
New information provided by this revision is preceded by this symbol

.

This Service Information bulletin replaces SI B84 02 14 dated May 2017
What’s New:
• Model – Add new models.
• Procedure – Changed SI from B84 02 17 to TRI B84 08 17 for ConnectedDrive Service Cockpit
• Information – Changed SI from B84 02 17 to TRI B84 08 17 for ConnectedDrive Service Cockpit. Also added
new situation 4.

MODEL
G01 (X3)

G32 (6 Series
Gran Turismo)

F39 (X2)

F90 (M5)

E90 (3Series Sedan)

E91 (3 Series Sports
Wagon)

E92 (3 Series Coupe)

E93 (3 Series
Convertible)

E70 (X5)

E71 (X6)

E72 (X6 Hybrid)

F01/F02 (7 Series
Sedan)

F02H (7 Series Sedan
ActiveHybrid)

F04H (7 Series Sedan
ActiveHybrid)

F06 (6 Series Gran
Coupe)

F07 (5 Series Gran
Turismo)

F10 (5 Series Sedan)

F10H (5 Series Sedan
ActiveHybrid)

F12 (6 Series
Convertible)

F13 (6 Series Coupe)

F15 (X5)

F16 (X6)

F22 (2 Series Coupe)

F23 (2 Series
Convertible)

F25 (X3)

F26 (X4)

F30 (3 Series Sedan)

F31 (3 Series Sports
Wagon)

F32 (3 Series Coupe)

F33 (3 Series
Convertible)

F34 (3 Series Gran
Turismo)

F36 (4 Series Gran
Coupe)

F48 (X1)

F80 (M3 Sedan)

F82 (M4 Coupe)

F83 (M4 Convertible)

F85 (X5 M)

F86 (X6 M)

F87 (M2 Coupe)

G12 ((7 Series Sedan)

G30 (5 Series Sedan)

I01 (i3)

I12 (i8)

SITUATION
ConnectedDrive/BMW Assist features are partially or completely inoperative. This Service Information bulletin is

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being published because vehicles are down for an extended period of time when researching system failures
with ConnectedDrive or BMW Assist. This Service Information bulletin will assist you both in identifying the
issue and providing technical support.

CAUSE
Not enough information is available for BMW NA engineers to assist the technician in diagnosing the root
cause.

PROCEDURE
Shorten the research time for the technician by collecting the needed information upfront (listed in the form
below). This also leads to shortened downtime for the customer.
1. Print out the attached checklist in the attachment section.
2. Fill in/answer all questions on the checklist during diagnosis.
Note: If the checklist is not completed or missing, it will increase the processing time to resolve the issue.
3. If the issue is still not resolved after completing the attached checklist, the technician must create and
submit a PuMA case for TSE assistance.
4. Extremely important: The following information must also be included in the PuMA case:


A picture of the Telematics Control Unit label currently activated and installed in the vehicle



The completed checklist as an attachment










Print and attach the ConnectedDrive Service Cockpit page showing services and
subscription dates. Refer to TRI B84 08 17.
The number of days the vehicle has been at the dealer for this issue, or the date the RO was
opened
Complete details on all repairs that have been performed
Which parts have been replaced (include the number if more than one of the same part was
replaced)
Whom did you speak with at BMW Assist/Connected Drive?

5. The picture below shows the signal connection overview for BMW Assist and ConnectedDrive features.
This also applies to the Connected App functions.

INFORMATION
Review the bulletins listed below:
1. TRI B84 08 17: BMW ConnectedDrive Service Cockpit
2. The hyperlink below opens the “BMW ConnectedDrive” webpage:

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bmwusa.com/Standard/Content/Explore/BMWValue/BMWAssist/ServiceAvailability.aspx
3. The hyperlink below open the webpage which contains the BMW ConnectedDrive “Service Availability
Matrix” and the “Service Durations and Renewal” information.
http://cache.bmwusa.com/Pdf_2b7059e3-8804-4c64-b0b8-882ec654111d.arox?v=e59b8f95-39d6-4d0b93f2-65c4ea39ff9c
4. Some of the more common situations are listed below:
Situation 1: Telematics control unit replaced?
a. Yes. Was the replacement part activated by the parts counter person per SI B84 03 11?
i. No, the parts counter personnel must activate the unit via DCSnet.
ii. Yes, but an error message is displayed during activation in DCSnet. Send an email to
[email protected] with a picture of the sticker on the NEW Telematics unit. Also include the
information about the error message received during the activation attempt.
b. No. Must include a photo of the current Telematics Control Unit label and print out of the
ConnectedDrive Service Cockpit tool page showing subscription(s).
Situation 2: Remote functions inoperative?
a. Confirm the function is active in ConnectedDrive Service Cockpit tool
b. Check the email address listed on file is correct?
i. No. What is the desired email address? Was this provided to the call center?
ii. NOTE: The customer can contact the call center directly to change his or her email address.
c. Verify customer is using the latest version of the Connected App
Situation 3: Traffic Info not working?
a. Old offer vehicles (639/6NL option) – perform the following:
i. Check the radio tuner for good reception
ii. Try updating services via iDrive and retest.
b. New offer vehicles (6AC and 6AE option) – Check the following:
i. Traffic Info is activated in the vehicle via the iDrive
ii. Verify ConnectedDrive Service Cockpit has valid subscription for RTTi
iii. Update services via the iDrive and retest
Note: Do NOT replace parts for this issue.
Important: HU-H equipped vehicles require a valid account (ESA on file). Verify using ConnectedDrive
Service Cockpit tool.
Situation 4: SOS/eCall inoperative during PDI?

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a. Verify Transport mode has been deleted from the vehicle
b. Is Update service greyed out in iDrive?
i. Yes. Contact ConnectedDrive support team @ [email protected] and provide
VIN. Ask them to refresh the account.
ii. Retest functionality.

WARRANTY INFORMATION
Not applicable.
Posted: Thursday, July 5, 2018

ATTACHMENTS
View PDF attachment SI B84 02 14 Checklist.
[ Copyright ©2018 BMW of North America, Inc. ]

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SI B84 02 14 ConnectedDrive/BMW Assist System Diagnosis Information
Checklist

May 2017

Important:
All information listed in the form below must be collected and attached to the PuMA case, along
with pictures of the errors. Missing information will increase the PuMA case resolution time.
1) Was the issue duplicated?
Yes
No
• Yes – test all other services and make note of which ones fail.
Note: Take pictures of all error messages displayed on the CID for each service
failure.
• No – The issue may occur only in certain areas for the customer. Get specific
information on the location where the issue was noticed.
2)
•
•
•

Confirm the customer account information via:
ConnectedDrive service cockpit – review service activation and expiration dates
Contact the call center at 888-333-6118, option 5
Contact the Telematics hotline support group at 201-307-4347 or via email
[email protected]

3) Was Update Services performed via the iDrive? Yes
No
• Yes - Was it completed successfully?
Yes
No
o Yes – Perform another service functionality test.
o No – At what percentage did the update services fail? For example 10%, 25%,
etc.? _____
Note: Take a picture of the error message displayed during the Update Services.
• No – Update the services via the iDrive and retest.
4) Test all other available services for full functionality. Make notes of the following during the
test/calls:
• The exact date and time each function test was performed.
o Ecall
Date:
Time:
Time Zone:___________
o BMW Online Date:
Time:
o POI Search Date:
Time:
o Roadside Services Date:
Time:
o Concierge
Date:
Time:
Note: Take a picture of any error messages displayed during the each test. Also, if a
recording is heard, write down the message(s).
• Msg:

SI B84 02 14 ConnectedDrive/BMW Assist System Diagnosis Information
Checklist

May 2017

5) Is there an ESA on file? Yes
No
• Yes – Verify that the customer information is correct, including the email address.
• No – Create and submit the ESA.
Note: If the customer does not want the service, he or she must sign a waiver form.
6) Verify that the ESA information matches the current data with the BMW Assist operator:
• GSM (COMBOX, TCB, ATM): IMEI, ICCID, MSISDN (reference the label on the unit)
• Customer’s email address
• Customer mailing address
7) Verify the cell signal, GPS antenna signal, etc. To check, compare with a similar known
good vehicle, which must have similar options.
• Were the test calls successful with known good similar vehicle? Yes
No
8)

If an account issue is found, it must be resolved with the Telematics Support Team
via:
• Phone call to 1-201-307-4347
• Email to [email protected]

9) Was the Telematics Support team contacted? Yes
No
• If you spoke to a person, what is his or her name? ________________________
• Date and time called was made ____________________
o Voicemail left?
Yes
No
10) Was the Telematics Control Unit replaced?

Yes

No

11) Was the Telematics Control Unit activated at the parts counter?
• Yes – Perform Update Services via iDrive.
• No – Ask the parts counter to activate the unit per SI B84 03 11.

Yes

No