Polestar

Service and Parts Business

Technical Journal
TITLE:

PS Not able to connect the “Polestar” app to the car
REF NO:

ISSUING DEPARTMENT:

CAR MARKET:

TJ 35951.5.0

Technical Service

United States and Canada

PARTNER:

ISSUE DATE:

STATUS DATE:

3 US 7515 Polestar

2022-12-08

2022-12-15

FUNC GROUP:

FUNC DESC:

3970

Mobile data services

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Rows beginning with * are modified
Note! If using a printed copy of this Technical Journal, first check for the latest online version.
DESCRIPTION:
* VST Operation number added
* Recipients list updated
Distribution list updated
Service for “0 keys” message in IHU added
As of the 2021 week 17 SW release, the possibility to connect the “Polestar”-app to the car is enabled.
If the customer experiences issues connecting the app to the car, follow the advice under “Service”.
SW = Software
CSC Customer Symptom Codes
Code

Description

ER

App/Does not work

6O

Mobile applications PolestarConnect/Communication problems

DTC Diagnostic Trouble Codes
Vehicle Type
Type
534

Eng

Eng
Desc

Sales Body

Gear

Steer Model Year
2021-9999

Plant

Chassis range

Struc Week
Range

0000001-0999999

202007-999952

Produced and printed in the USA and available as an electronic document.
© Polestar 2022

Technical Journal 35951.5.0
SERVICE:
Important points to consider BEFORE proceeding:
•
•
•

•
•

In order to pair the Polestar app with your Polestar, you will need all keys to be in the car (put them
in the second cup holder).
If customer has lost a key, that key must be removed from the car via VIDA before the pairing is
possible.
Ensure your car has “open sky.”
- i.e. is NOT parked in a garage, etc. that can prohibit Mobile Data Connection or GPS reception
to the car.
Ensure that internet is working in the car, i.e. open Google Maps in the vehicle center display to
confirm that you are getting internet data to the car.
IMPORTANT: First paired device must be done from the ADMIN profile.

Steps to pair the Polestar app to the vehicle:
1. Make sure that the car is updated to the latest SW status (see TJ 35361).
2. After vehicle SW is updated, the car must be momentarily put into usage mode DRIVING (starting
the car) before proceeding.
1. Shift to Drive. Shift to Park. Proceed to Step 3.
3. On the customer’s phone, verify that the LATEST Polestar app version is downloaded and that
Bluetooth is ON.
1. Automatic update of the Polestar app is not currently working, so the customer has to manually
update the app on their phone before proceeding.
4. After vehicle SW download, it may take up to 36 hours before it is possible to pair the app and all
functions become available. This is due to synchronization towards the cloud.
5. Carefully follow all of the steps in the pairing installation (instructions in the Polestar app).
6. Within the admin profile on the IHU, go to “add an account”, and login with your Polestar ID.
Go to System/integrity and data sharing/integrity setting/integrity setting for polestar/polestar
connect. Set this setting to ON.
Diagnosing possible issues in the pairing process:
1.

If message “Ensure that all 0 keys are present in the car and try again” is shown in the IHU, perform
a TCAM RELOAD, stating YES that HW has been replaced.
2. If the function Phone As Key shall be used, ensure that the polestar app is allowed to access the
device locations, i.e. “Location” should be set to “Always” in “Settings”.
3. If it is still a problem to pair the app, try the following steps one by one, with a new try to pair the
app between each step:
1. Perform a TCAM reset in VIDA (components / TCAM / Diagnostic Sequences / “TCAM reset”).
2. Perform a IHU factory reset in the 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.
3. Perform a reload of the IHU and TCAM certificates (“change market certificates”),
P/N: 32264753.
4. If the paring of the app was successful, but the app is lacking functionality, it may be due to 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”.
1. Erasing a paired app will result in that the car and the app will be in unsynchronized status, and
can only be solved by a TCAM reset via VIDA.

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2022-12-15

Technical Journal 35951.5.0
Warranty claim info:
To get warranty claim accepted for a job described in this TJ, please use following data:
VST OP number: 99925-2
VST Operation Number
VST Operation Number

Description

99925-2

General reimbursement according toTJ/QB

LABOR TIME:
Labor time subject to change without notice.
VEHICLE REPORT:
Yes, please submit a Vehicle Report if the service solution described in this TJ has no effect. Use
concern area “Vehicle Report Polestar” and sub concern area “Support needed Polestar”, use
function group 3970.

2022-12-15

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