91 Audi connect remote services via myAudi app does not work, error message "Vehicle cannot be
reached" in the app
91 20 71 2059647/1 June 2, 2020.
Model(s)

Year

VIN Range

Vehicle-Specific Equipment

Audi e-tron
quattro

2019 - 2020

All

Not Applicable

A4, A5

2020

All

Not Applicable

Condition
Customer states:
 After the successful activation of the Audi connect services (SOS light is green), the Audi connect services
sporadically do not work via the myAudi app once the car has sat for an extended period.
 In the myAudi app, one of the following
messages may appear (Figure 1):
 The action on the vehicle could not be
successfully carried out.
 Vehicle status could not be retrieved.
 Vehicle cannot be reached.
 Services could not be updated.

Figure 1. myAudi app error.
Workshop findings:

Page 1 of 6
© 2020 Audi of America, Inc.
All rights reserved. Information contained in this document is based on the latest information available at the time of printing and is subject to the copyright and other intellectual property rights of Audi of
America, Inc., its affiliated companies and its licensors. All rights are reserved to make changes at any time without notice. No part of this document may be reproduced, stored in a retrieval system, or transmitted
in any form or by any means, electronic, mechanical, photocopying, recording, or otherwise, nor may these materials be modified or reposted to other sites, without the prior expressed written permission of the
publisher.

 The concern can be reproduced after the vehicle is allowed to sit with the ignition off for a long period of time.

Technical Background
When the vehicle bus is allowed to go to sleep for an extended period, the data bus on board diagnostic
interface, J533 (address word 0019) control module may not correctly wakeup when a remote command is sent
to the vehicle. This issue is related to a control module software concern, and the service solution is a software
update.
Additional background information:
MY2020 A4/A5:
The GEN3 Audi connect system consists of the ConBox High, MMI main unit (MMI), and the Connected
Gateway (cGW). These three control modules all have separate Audi connect functions for which they are
responsible.
Control module for emergency call module and communication unit, J949 (address 0075), also known as
the Connectivity Box or ConBox High for short:
 This module is the master for the data connection for both the MMI and cGW.
 There is only one embedded SIM and telephone module in the vehicle.
 The GPS, Bluetooth, and Wi-Fi antennas are connected directly to this device.
Information electronics control module 1, J794 (address word 005F), also known as the MMI main unit:
 This control module is the master of all information services seen in the vehicle.
 Those information services include online traffic, weather, news, satellite imagery, etc.
 The subscription and license information for all Audi connect services can be seen in the settings menu.
Data bus on board diagnostic interface, J533 (address word 0019), also known as the “Connected
Gateway”:
 This control module is the master of the remote services for the vehicle.
 Those remote services include remote lock and unlock, vehicle status report with warning messages, alerts,
and stolen vehicle locator services.
 All activations for MMI and vehicle functions, including Function on-demand are handled by the cGW.
MY2019-2020 Audi e-tron quattro:
The GEN2 Audi connect system consists of a ConBox Low, MMI main unit (MMI), and the Connected Gateway
(cGW). These three control modules all have separate Audi connect functions for which they are responsible.
Control module for emergency call module and communication unit, J949 (address 0075), also known as
the Connectivity Box or ConBox Low for short:
 This module is the master for the data connection for only the cGW.

Page 2 of 6
© 2020 Audi of America, Inc.
All rights reserved. Information contained in this document is based on the latest information available at the time of printing and is subject to the copyright and other intellectual property rights of Audi of
America, Inc., its affiliated companies and its licensors. All rights are reserved to make changes at any time without notice. No part of this document may be reproduced, stored in a retrieval system, or transmitted
in any form or by any means, electronic, mechanical, photocopying, recording, or otherwise, nor may these materials be modified or reposted to other sites, without the prior expressed written permission of the
publisher.

 This module contains one of the two embedded SIMs and telephone modules.
 The GPS antenna is connected directly to this device.
 The device has a lithium ion backup battery that works when the 12v vehicle battery is disconnected.
Information electronics control module 1, J794 (address word 005F), also known as the MMI main unit:
 This control module contains the second embedded SIM and telephone module.
 The MMI is the master of all information services seen in the vehicle’s MMI display.
 Information services can include online traffic, weather, news, satellite imagery, and more.
 The subscription and license information for all Audi connect services (information and remote) can be seen
in the settings menu.
 The Bluetooth and Wi-Fi functions are contained in the MMI main unit.
Data bus on board diagnostic interface, J533 (address word 0019), also known as the “Connected
Gateway”:
 This control module is the master of the remote services for the vehicle.
 Those remote services include remote lock and unlock, vehicle status report with warning messages, alerts,
and stolen vehicle locator services.
 All activations for MMI and vehicle functions, including Function on-demand are handled by the cGW.
 The cGW gets its data connection from the ConBox Low control module.

Production Solution
New software from week 25/20 in the data bus on board diagnostic interface, J533 (address word 0019)
addressed the condition.

Service
ODIS Instructions:
ODIS service up to 6.0.0:
 In the ODIS tester, under Administration >> General >> Guided Fault Finding procedure >> DoIP
communication >> Avoidance of DoIP communication, remove the check from the next diagnosis access.
This is automatically rechecked after the end of the diagnosis session.
ODIS service from 6.0.0:
 In the ODIS tester, under Administration >> General >> Guided Fault Finding procedure >> DoIP
communication >> Only permit DoIP communication, remove the check. This is automatically rechecked after
the end of the diagnosis session.

Page 3 of 6
© 2020 Audi of America, Inc.
All rights reserved. Information contained in this document is based on the latest information available at the time of printing and is subject to the copyright and other intellectual property rights of Audi of
America, Inc., its affiliated companies and its licensors. All rights are reserved to make changes at any time without notice. No part of this document may be reproduced, stored in a retrieval system, or transmitted
in any form or by any means, electronic, mechanical, photocopying, recording, or otherwise, nor may these materials be modified or reposted to other sites, without the prior expressed written permission of the
publisher.

Update the data bus on board diagnostic interface, J533 (address word 0019) with SVM using the SVM code
available in the table below.
Note:
Once the update has been completed, do not exit ODIS until after allowing a sleep cycle of the bus. To do this,
unplug the diagnostic connector and 12v battery charger from the vehicle, roll up all windows, close all doors,
lock the vehicle, and then wait 2-3 minutes. After the vehicle bus sleep cycle, turn the vehicle back on and then
continue exiting the diagnosis via ODIS. This will allow all ODIS to delete any DTCs generated during the
update.
Audi e-tron quattro:
Observe the information in the pop-up
window displayed in ElsaPro regarding
field campaigns when accessing this
vehicle (Figure 2).

Figure 2: The following data is available for this vehicle: not
accounted field campaign.
Carry out the work according to the field campaign shown for the vehicle. Further information can be found in the
respective repair instructions for the field campaign. If no field campaign is shown in the pop-up, check whether
the software update has already been completed (compare software version in the SVM table below).

SVM Update Instructions
1. Follow all instructions in TSB 2011732: 00 Software Version Management (SVM), operating instructions.
2. Update the data bus on board diagnostic interface, J533 (address word 0019) using the SVM action code as
listed in the table below, if necessary:

Model

Old Software
Part Number

Old
Software
Version

New Software
Part Number

New Software
Version

(or higher)

(or higher)

80B907468D

0455

80B907468D

0456

80B907468E

0455

80B907468E

0456

MY20 A4/A5

SVM Code
Input

19A017

Page 4 of 6
© 2020 Audi of America, Inc.
All rights reserved. Information contained in this document is based on the latest information available at the time of printing and is subject to the copyright and other intellectual property rights of Audi of
America, Inc., its affiliated companies and its licensors. All rights are reserved to make changes at any time without notice. No part of this document may be reproduced, stored in a retrieval system, or transmitted
in any form or by any means, electronic, mechanical, photocopying, recording, or otherwise, nor may these materials be modified or reposted to other sites, without the prior expressed written permission of the
publisher.

8W0907468

0362

8W0907468

0363

4K1907468D

0322

4K1907468D

0323

4K1907468D

0358

4K1907468D

0363

MY19-20

4K1907468E

0358

4K1907468E

0363

Audi e-tron
quattro

4K1907468J

0455

4K1907468J

0456

4K1907468H

0455

4K1907468H

0456

4KE907468

0362

4KE907468

0363

19A017

Warranty
Claim Type:

 110 up to 48 Months/50,000 Miles.
 G10 for CPO Covered Vehicles – Verify Owner.
 If the vehicle is outside any warranty, this Technical Service Bulletin is informational
only.

Service Number:

9035

Damage Code:

0039

Labor Operations:

Software Update (Includes checking for DTCs) 0151 0000

Time stated on
the diagnostic
protocol (Max 140
TU)

Diagnostic Time:

GFF

No allowance

0 TU

Road test prior to the service procedure

No allowance

0 TU

Road test after the service procedure

No allowance

0 TU

Claim Comment:

As per TSB #2049647/1

All warranty claims submitted for payment must be in accordance with the Audi Warranty Policies and Procedures
Manual. Claims are subject to review or audit by Audi Warranty.

Additional Information
The following Technical Service Bulletin(s) will be necessary to complete this procedure:
 TSB 2011732, 00 Software Version Management (SVM), operating instructions.

Page 5 of 6
© 2020 Audi of America, Inc.
All rights reserved. Information contained in this document is based on the latest information available at the time of printing and is subject to the copyright and other intellectual property rights of Audi of
America, Inc., its affiliated companies and its licensors. All rights are reserved to make changes at any time without notice. No part of this document may be reproduced, stored in a retrieval system, or transmitted
in any form or by any means, electronic, mechanical, photocopying, recording, or otherwise, nor may these materials be modified or reposted to other sites, without the prior expressed written permission of the
publisher.

All part and service references provided in this TSB (2049647) 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.
©2020 Audi of America, Inc. All rights reserved. The information contained in this document is based on the
latest information available at the time of printing and is subject to the copyright and other intellectual property
rights of Audi of America, Inc., its affiliated companies and its licensors. All rights are reserved to make changes
at any time without notice. No part of this document may be reproduced, stored in a retrieval system, or
transmitted in any form or by any means, electronic, mechanical, photocopying, recording, or otherwise, nor may
these materials be modified or reposted to other sites, without the prior expressed written permission of the
publisher.

Page 6 of 6
© 2020 Audi of America, Inc.
All rights reserved. Information contained in this document is based on the latest information available at the time of printing and is subject to the copyright and other intellectual property rights of Audi of
America, Inc., its affiliated companies and its licensors. All rights are reserved to make changes at any time without notice. No part of this document may be reproduced, stored in a retrieval system, or transmitted
in any form or by any means, electronic, mechanical, photocopying, recording, or otherwise, nor may these materials be modified or reposted to other sites, without the prior expressed written permission of the
publisher.