Service and Parts Business

Technical Journal
TITLE:

Unable to connect “Volvo Cars App” to vehicle
REF NO:

ISSUING DEPARTMENT:

CAR MARKET:

TJ 35953.8.0

Technical Service

United States and Canada

PARTNER:

ISSUE DATE:

STATUS DATE:

3 US 7510 Volvo Car USA

2022-11-02

2022-11-17

FUNC GROUP:

FUNC DESC:

3970

Mobile data services

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“Right first time in Time”
Rows beginning with * are modified
Note! If using a printed copy of this Technical Journal, first check for the latest online version.
DESCRIPTION:
If the customer experiences issues connecting the Volvo Cars app to the car, follow the advice under
“Service”.
NOTE: This TJ is only applicable for vehicles with a TCAM unit.
SW = Software
BEV = Battery Electric Vehicle
P/N = Part Number
HW = Hardware
IHU = Infotainment Head Unit
TCAM = Telematics and Connectivity Antenna Module
CCD = Center Console Display
CSC Customer Symptom Codes
Code
ER
6K
6L
6M
6N

Description
App/Does not work
Mobile app Volvo Cars/Activation problems
Mobile app Volvo Cars/Heater does not start
Mobile app Volvo Cars/No information from the vehicle
Mobile app Volvo Cars/Other communication problems

Produced and printed in the USA and available as an electronic document.
© 2022 VOLVO CAR USA, LLC

Technical Journal 35953.8.0
DTC Diagnostic Trouble Codes
Vehicle Type
Type

Eng

224
225
227
235
236
238
246
256
536
539

Eng
Desc

Sales

Body

Gear

Steer

Model Year

Plant

2023-9999
2023-9999
2023-9999
2022-9999
2022-9999
2022-9999
2022-9999
2023-9999
2021-9999
2022-9999

Chassis range
-

Struc Week
Range
202222-999952
202222-999952
202222-999952
202122-999952
202122-999952
202122-999952
202122-999952
202222-999952
202037-999952
202139-999952

SERVICE:
*NOTE: This TJ is only applicable for vehicles with a TCAM unit.
*NOTE: DO NOT ERASE THE APP FROM THE PHONE IN AN ATTEMPT TO “FIX THE
PROBLEM”.
Erasing a paired app will result in the car and the app becoming unsynchronized and can only be solved
by a TCAM reset via VIDA.
Make sure that the car is updated to the latest SW status (see TJ 31543).
After SW update, car must have been in usage mode DRIVING (starting the car).
Verify that the LATEST app version is downloaded on the customer phone and that Bluetooth is ON in
the phone.
It seems like the automatic update is not working for this app, so the customer will need to manually
update the app on their phone.
The phone shall NOT be connected via Bluetooth to the car during the pairing process--ensure this by
confirming there is no Bluetooth icon shown in the top-left portion of the CCD.
After SW download, it may take up to 20 minutes before it is possible to pair the app and all functions
are available.
This is due to synchronization towards the cloud.
Carefully follow all of the steps in the pairing installation (instructions in the app).
In admin profile in the center stack 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, you need all keys to be inside the car.
If customer has lost a key, that key must be removed from the car via VIDA before the paring is
possible.
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2022-11-17

Technical Journal 35953.8.0
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. LTE triangle is not empty or showing an “X” near the
triangle, to confirm that you get internet data to the car.
IMPORTANT: First paired device must be done from the ADMIN profile.
If message “Ensure that all 0 keys are present in the car and try again” is shown in IHU, then perform a
TCAM RELOAD, stating YES that HW has been replaced.
If there is still a problem to pair the app, try the following steps one by one, with a new pairing attempt
between each step:
1. Perform a TCAM reset in VIDA (components / TCAM / Diagnostic Sequences / “TCAM reset”).
*1.a Try to pair the Volvo Cars App.
2. Perform a IHU factory reset in car (make sure that you are in profile: “ADMIN”). This will clear
some of the customers settings, and you may have to acknowledge terms and conditions again.
*2.a Try to pair the Volvo Cars App.
3. Perform a reload of the IHU and TCAM certificates (“change market certificates”).
*3.a Try to pair the Volvo Cars App.
For XC40/C40 BEV use P/N:
For XC60/XC90 use P/N:
For V90/V90CC/S90 use P/N:
For S90L use P/N:
For V60/V60CC/S60 use P/N:

31676058
31456604
31654145
31472406
31493710

If the paring of the Volvo Cars App was successful, but the app is lacking functionality, it may be due to
the car has been software updated recently.
If so, please perfrom a quick test drive to restore full functionality.
Warranty claim info:
To get warranty claim accepted for a job described in this TJ, please use following data:
VST OP number: 99925-2
Note: TJ number must be stated in repair order text!
VST Operation Number
VST Operation Number
99925-2

Description
General reimbursement according to TJ/QB

VEHICLE REPORT:
Yes, please submit a Vehicle Report if the service solution described in this TJ has no effect. Use concern
area “Connectivity Report” and sub concern area “Support needed”, use function group 3970.

2022-11-17

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