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TO: Mercedes-Benz Dealer Principals, General Managers, FROM: Gregory Gunther, Senior Manager, Vehicle
Sales Managers, Service Managers, Parts Managers
Compliance and Analysis, Engineering Services
RE: Service Campaign OTA Notification
Head Unit Software Update – Mercedes Me
connect
DATE: July 19, 2023
MY21-24 C-Class, EQE, EQE SUV, EQS, EQS SUV,
GLC, GLE and S-Class (206, 295, 294, 297, 296,
254, 167 and 223 platform)

IMPORTANT SERVICE CAMPAIGN INFORMATION
No Action Required by Dealer
Over-the Air (“OTA”) Information Only

Please note that all customer inquiries should be directed to the Customer Assistance Center at 1-800-FORMERCEDES (1-800-367-6372).

Sincerely,
Gregory Gunther
Senior Manager, Vehicle Compliance & Analysis

Mercedes-Benz USA, LLC
One Mercedes-Benz Drive

A Mercedes-Benz Group AG Company

Sandy Springs, GA 30328

770.705.0600

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Vehicle Compliance & Analysis

Service Campaign OTA Notification
Campaign No. :

Campaign Desc. :

N/A

23P5497116
23P5497120
23P5497110

July 19, 2023

Head Unit Software Update – Mercedes Me
connect

This is to notify you of the Over-The-Air (“OTA”) Service Campaign for the head unit software for Mercedes Me connected vehicles
in 21,433 Model Year (“MY”) 2021-2024 C-Class, EQE, EQE SUV, EQS, EQS SUV, GLC, GLE and S-Class (206, 295, 294, 297,
296, 254, 167 and 223 platform) vehicles. The vehicles will not be visible or flagged in VMI or EVA.

Background
Mercedes-Benz AG (“MBAG”), the manufacturer of Mercedes-Benz vehicles, has
determined that on certain MY 2021-2024 C-Class, EQE, EQE SUV, EQS, EQS SUV,
GLC, GLE and S-Class (206, 295, 294, 297, 296, 254, 167 and 223 platform)
vehicles, the head unit software does not correspond with the latest series
production configuration. The update is free of charge and will be carried out in the
background.
The installation will eliminate software errors for a better entertainment experience.
MBUSA will conduct an OTA service campaign. A workshop visit for the customer is
not required since remote software updates are automatically downloaded and
installed in the customer’s vehicle. The OTA may be validated as successful on the
customer’s Mercedes Me connect app under “Over-the-Air Vehicle Updates” as
either “Software Update MBUX 2.4” or “Software Update Hermes 1.5 E522.8”. If
the OTA is successful it will show a green “installed” and date of installation in the
Over-the-Air update section.
Parts are not required for repair. Remedy software will be pushed via OTA.

Issue

What We’re Doing

Parts

Vehicles Affected
Vehicle Model Year(s)
Vehicle Model

2021-2024
C-Class, EQE, EQE SUV, EQS, EQS SUV, GLC, GLE and S-Class

Vehicle Populations
Total Campaign Population

21,433

Next Steps/Notes
Customer Notification Timeline

No customer letters will be mailed.

AOMS/SOMS

AOMs – This OTA service campaign may generate questions from your dealers.

While we regret any inconvenience this may cause, MBUSA is determined to maintain a high level of vehicle quality and customer
satisfaction. Please refer all customer inquiries to the Customer Assistance Center at 1-800-FOR-MERCEDES.

Mercedes-Benz USA, LLC
One Mercedes-Benz Drive

A Mercedes-Benz Group AG Company

Sandy Springs, GA 30328

770.705.0600

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Vehicle Compliance & Analysis

No Service Action is required by
the Dealer for this Campaign
Over-the-Air (“OTA”) Updates are performed remotely and do not require
a dealer visit. Customers can continue to drive their vehicles. If the
vehicle has not been driven in four or more weeks – we suggest that the
ignition be cycled once to initialize the process, sufficient battery
voltage may be required for the software update to be initialized.
Please read further to understand:
A. Dealer instructions to verify a successful OTA update: Helpful
information for you and your customers on how to check for successful
update.
For real time info, please see the following example to check in VeDoc or
alternatively on the Mercedes Me App.

Mercedes-Benz USA, LLC
One Mercedes-Benz Drive

A Mercedes-Benz Group AG Company

Sandy Springs, GA 30328

770.705.0600

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VeDoc

1) Dealer can check VeDoc (Figure 1 and Table 1).
a. RAMSES
i. A VIN can be searched via VeDoc (Figure 1, A).
ii. Click HU Head Unit – Control unit (Figure 1, B).
iii. Check Object Number (Figure 1, C) with Table 1.
iv. If the Object matches with Table 1 than the OTA was successful.

(Figure 1 – VeDoc example. A – VIN, B – HU Head Unit, C – Object Number)

Mercedes-Benz USA, LLC
One Mercedes-Benz Drive

A Mercedes-Benz Group AG Company

Sandy Springs, GA 30328

770.705.0600

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b. HERMES
i. A VIN can be searched via VeDoc (Figure 2, A).
ii. Click Hermes – Control unit (Figure 2, B).
iii. Check Object Number (Figure 2, C) with Table 1.
iv. If the Object matches with Table 1 than the OTA was successful.

(Figure 2 – VeDoc example. A – VIN, B – HERMES – Control unit, C – Object
Number)

Table 1
Part
SW Head Unit
SW HERMES

Mercedes-Benz USA, LLC
One Mercedes-Benz Drive

A Mercedes-Benz Group AG Company

Sandy Springs, GA 30328

770.705.0600

Object Number
A 297 904 60 00
A 222 902 47 21

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Mercedes Me Connect App
2) Customers can alternatively check the status of the update in the vehicle by
going to the menu mentioned in (Section A - Figure 3) or check the Mercedes-Me
Connect App on Android or Apple (Figure 3).
a. Click the vehicle icon (bottom middle) on the home screen of the MMe
Connect App.
b. Click “Vehicle Software Updates” (red box Figure 3, A).
c. Status is shown green box in (Figure 3, B and C).
d. Customers can click more in Figure 2 blue box to display additional
information and date of software installation (Figure 3, C).

A
B
C
(Figure 3 – Mercedes Me Connect Vehicle Software Updates A, B, C)

Mercedes-Benz USA, LLC
One Mercedes-Benz Drive

A Mercedes-Benz Group AG Company

Sandy Springs, GA 30328

770.705.0600