TJ35953.1.0-2021 Service Bulletin/Repair Instructions

VOLVO CAR
SERVICE AND PARTS BUSINESS
Technical Journal

TITLE:
Connecting Volvo on Call mobile app to XC40 BEV

REF NO:
ISSUING DEPARTMENT:
CAR MARKET:
TJ 35953.1.0
Technical Service
United States and Canada
PARTNER:
ISSUE DATE:
STATUS DATE:
3 US 7510 Volvo Car USA
2021-05-06
2021-05-14
FUNC GROUP:
FUNC DESC:
3970
mobile data services
Page 1 of 3
“Right first time in Time”

Attachment

DESCRIPTION:

In the software released 2021 week 17, the possibility to connect the Volvo On Call mobile app to XC40

BEV is enabled.

If the customer has problems connecting the app to the car, follow the advice under “Service”.

BEV = Battery Electric Vehicle

TCAM = Telematics and Connectivity Antenna Module

IHU = Infotainment Head Unit
Produced in the USA and available as an electronic document. Hard copy documents are printed in USA on recycled paper containing

a minimum of 50% wastepaper and 10% post-consumer waste.

© 2021 VOLVO CAR USA, LLC
Technical Journal 35953.1.0

CSC Customer Symptom Codes

Code

ER

6K
Description

App/Does not work

Mobile applications Volvo On Call/Activation problems
6L

6M

6N
Mobile applications Volvo On Call/Heater does not start

Mobile applications Volvo On Call/No information from the vehicle

Mobile applications Volvo On Call/Other communication problems
DTC Diagnostic Trouble Codes
Vehicle Type

Type
Eng
536

536

536
EC

ED

EF
Eng

Desc

E400V5

E400V6
Sales
Body
Gear
Steer
Model Year

2021-9999

2021-9999

2021-9999
Plant
Chassis range

-
Struc Week

Range

202037-999952

202037-999952

202037-999952
SERVICE:

Make sure that car is updated to latest software status (see TJ 31543).

After the software update, the car must be in usage mode DRIVING (start the car).

Verify that the LATEST mobile app version is downloaded on the customer’s phone and that Bluetooth

is switched ON in the phone.

NOTE: Automatic update is not working for this app so the customer has to manually update the app or

delete and re-install the app to ensure it is the latest.

The phone should NOT be connected via Bluetooth (phone, media) to the car during the pairing process.

After software download, it could take up to 36 hours before it is possible to pair the app and all

functions are available.

This is due to synchronization towards the cloud.

Carefully follow all the steps in the pairing instructions in the app

Select the Admin profile in the center display, go to “add an account”, and login with your Volvo ID.

Go to Settings/profiles/volvo privacy settings/Volvo on call. Set this setting to ON.

To be able to pair your App with your Volvo, all of the vehicle’s keys must be in the car (put them in

the rearmost center console cup holder - closest to the storage compartment, where the back up antenna

is situated).

If customer has lost a key, that key must be deleted from the car via VIDA before the paring is possible.

Page 2 of 3
2021-05-14
Technical Journal 35953.1.0

Ensure your car has “open sky”, i.e. not parked in a garage etc. that can prohibit Mobile Data

Connection or GPS reception to the car.

Ensure internet is working in the car, e.g. open up Google Maps in the center display to check if there is

an internet connection to the car

IMPORTANT: The first device to be paired must be done from the car’s ADMIN profile.

If it is still a problem to pair the app, try the following steps one by one, begining a new attempt to pair

the app between each step:

1. Perform a TCAM reset using VIDA (components / TCAM / Diagnostic Sequences / “TCAM reset”).

2. Perform an IHU factory reset in car (make sure that “ADMIN” profile is selected). This will clear

some of the customers settings, and you may have to acknowledge terms and conditions again.

3. Perform a reload of the IHU and TCAM certificates (“change market certificates”), software part

number: 31676058.

If the paring of the app was successful, but the app is lacking functionality, it may be because the car has

been updated recently.

If so, please wait up to 36 hours for full functionality.

DO NOT ERASE THE APP FROM THE PHONE IN ATTEMPT TO FIX THE PROBLEM.

- Erasing an already paired app will result in the app and the car being un-synchronized. This can only

be solved by a TCAM reset using VIDA (#1 above)

Warranty claim info:

To get warranty claim accepted for a job described in this TJ, please use following data:

VST OP number: 99925-2

99925-2 General reimbursement according to TJ/QB

VST Operation Number

VEHICLE REPORT:

Yes, please submit a Vehicle Report if the service solution described in this TJ has no effect. Use concern

area “Vehicle Report” and sub concern area “Support needed”, use function group 3970.
2021-05-14
Page 3 of 3

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