TIS Service Bulletin

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SI B84 02 14
Communication Systems

May 2019
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 September 2018
What’s New:
• Model: Added new and deleted old models
• Procedure – Added TSARA and delete PuMA along with portal information
• Information – Updated Situation 1 details
• Attachment – checklist updated – remove PuMA and added TSARA with other changes

MODEL
G01 (X3 Sports Activity
Vehicle)

G32 (6 Series Gran
Turismo)

F39 (X2 Sports Activity
Coupe)

F90 (M5 Sedan)

F06 (6 Series Gran
Coupe)

F12 (6 Series
Convertible)

F13 (6 Series Coupe)

F15 (X5 SAV)

F16 (X6 SAC)

F22 (2 Series Coupe)

F23 (2 Series
Convertible)

F25 (X3 SAV)

F26 (X4 SAC)

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 SAV)

F80 (M3 Sedan)

F82 (M4 Coupe)

F83 (M4 Convertible)

F85 (X5 M SAV)

F86 (X6 M SAC)

F87 (M2 Coupe)

G12 (7 Series Sedan)

G30 (5 Series
Sedan)

I01 (i3)

I12 (i8)

G02 (X4 SAC)

G05 (X5 SAV)

G07 (X7 SAV)

G15 (8 Series Coupe)

G14 (8 Series
Convertible)

G20 (3 Series
Sedan)

G29 (Z4 Roadster)

I15 (i8 Roadster)

SITUATION
ConnectedDrive/BMW Assist features are partially or completely inoperative. This Service Information
bulletin is being published because vehicles are down for an extended period of time when researching

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system failures with ConnectedDrive or BMW Assist. This Service Information bulletin will assist you both in
identifying the issue and providing technical support.
• Is being published because vehicles are down for an extended period of time when researching system
failures with ConnectedDrive or BMW Assist.
• 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.
3. If the issue is still not resolved after completing the attached checklist, the technician must create and
submit a TSARA case for further assistance.
• The PuMA case subject or title must start with “CD:”
Note: Do not contact the ConnectedDrive support team via telephone or email. These are no
longer monitored.
4. Extremely important: The following information must also be included in the TSARA case:
• A picture of the Telematics Control Unit label currently activated and installed in the vehicle
• The completed checklist as an attachment
Note: If the checklist is not completed or missing, it will increase the processing time to resolve the
issue.
• Print and attach the ConnectedDrive Dealer Cockpit (formerly 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)
5. The picture below shows the signal connection overview for BMW Assist and ConnectedDrive features.
This also applies to the Connected App functions.

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INFORMATION
Review the bulletins listed below:
1. TRI B84 08 17: BMW ConnectedDrive Dealer Cockpit
2. The hyperlink below opens the “BMW ConnectedDrive” webpage:
http://www.bmwusa.com/ConnectedDrive
3. The hyperlink below open the webpage which contains the BMW ConnectedDrive “Service Availability
Matrix” and the “Service Durations and Renewal” information.
https://www.bmwusa.com/content/dam/bmwusa/connected-drive/pdf/ServiceAvailabilityMatrix.pdf
4. Some of the more common situations are listed below:
Situation 1: Telematics control unit replaced?
a. Yes. Was ISTA programming successful?
i. No, Diagnose why programming failed.
Yes, but “update services” is greyed out and SOS call is not working. Send a TSARA case with a
picture of the sticker on the NEW Telematics unit.
b. No. Must include a print out of the ConnectedDrive Dealer Cockpit tool page showing subscription
(s).
Situation 2: Remote functions inoperative?
a. Confirm the function is active in ConnectedDrive Service Cockpit tool
i. Attach a screenshot to the TSARA case
b. Check the email address listed on file is correct?
i. No. What is the desired email address? Was this provided to the Assist 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. New offer vehicles (6AC and 6AE option) – Check the following:
i. Traffic Info is activated in the vehicle via the iDrive
ii. Verify ConnectedDrive Dealer Cockpit has valid subscription for RTTi

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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
Dealer Cockpit tool.

WARRANTY INFORMATION
Not applicable.
Posted: Tuesday, May 28, 2019

ATTACHMENTS
View PDF attachment SI B84 02 14 Checklist.
[ Copyright ©2019 BMW of North America, Inc. ]

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SI B84 02 14 Checklist ConnectedDrive / BMW Assist System Diagnosis

May 2019

IMPORTANT:
All information listed in the form below must be collected and attached to the TSARA case, along with pictures of
the errors. Missing information will increase the TSARA 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

3) Was Update Services performed via the iDrive? Yes
•

•

Yes - Was it completed successfully?

No

Yes

No

▪

Yes – Perform another service functionality test.



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. Some examples of Services are listed below:
o eCall
Date:
Time:
Time Zone:_______
o BMW Online
Date:
Time:
o POI Search
Date:
Time:
o Roadside Services
Date:
Time:
o Concierge
Date:
o BMW Connected App Date:
o CD Store
Date:

Time:
Time:
Time:

Not all the services listed above apply to every vehicle. These depend on the vehicle equipment. Example BMW
Online and Points of Interest (POI) search is only available in Navigation equipped vehicles. Similarly, functions of
the BMW Connected App vary based on vehicle option.
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 Checklist ConnectedDrive / BMW Assist System Diagnosis

September 2018

5) Remote Services inoperative. Provide the following information:
•
•
•
•

Version of the Connected App installed
Which service(s) are not working?
Screen shot of the error message
Request customer test with another device or request customer login information to test with known good
device in the workshop. Any change in functionality? Yes
No

6) 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.
Also, a new ESA must be filled out and submitted when a vehicle is resold.

7) Verify the that the ESA information matches the current customer data on file:
•

GSM (COMBOX, TCB, ATM): IMEI, ICCID, MSISDN (reference the label on the unit)

•

Customer’s email address

• Customer mailing address
8) Verify the vehicle is receiving good reception. To check, compare with a similar known good vehicle, which
must have similar options parked next to the vehicle with concern.

•

Were the test calls successful with known good similar vehicle? Yes

9) Was the Telematics Control Unit replaced? Yes

No

No

10) Was the replacement Telematics Control Unit programmed successfully using ISTA? Yes

No

•

Yes – Perform update of services via iDrive

•

No – Diagnose the programming failure. Example, is the unit communicating with ISTA via diagnostics.
Submit a TSARA case if further assistance is required.