TJ3595390 Service Bulletin/Repair Instructions

Volvo Car USA LLC
Technical Journal
Technical Journal Title
Ref. No.
Not able to pair Volvo Cars App to the car
TJ 35953.9.0
Issuer (Dept.)
Issue Date
Status Date
Technical Service
5/30/23
6/12/23
Car Market
Partner
Function Group
United States and Canada 3 US 7510 Volvo Car USA 3970

Function Description
Page
Mobile data services
Page 1 of 4
Rows beginning with * are modified

Note! If using a printed copy of this Technical Journal, first check for the latest online version.
DESCRIPTION:

*Title changed and vehicle types added.

*If the customer experiences issues pairing the Volvo Cars app to the car, follow the advice under

“Service”.

*NOTE: This TJ is only applicable for vehicles equipped with Android Automotive OS (AAOS).

SW = Software

P/N = Part Number

HW = Hardware

CSD = Center Stack Display

IHU = Infotainment Head Unit

TCAM = Telematics and Connectivity Antenna Module
CSC Customer Symptom Codes

Code
Description
ER
App/Does not work
6K
Mobile app Volvo Cars/Activation problems
6L
Mobile app Volvo Cars/Heater does not start
6M
Mobile app Volvo Cars/No information from the vehicle
6N
Mobile app Volvo Cars/Other communication problems
DTC Diagnostic Trouble Codes

Vehicle Type

Type
Eng
Eng

Desc
Sales
Body
Gear
Steer
Model Year
Plant
Chassis

range
Struc Week

Range
224
2023-9999
-
202222-999952
225
2023-9999
-
202222-999952
227
2023-9999
-
202222-999952
235
2022-9999
-
202122-999952
236
2022-9999
-
202122-999952
238
2022-9999
-
202122-999952
Technical Journal 35953.9.0
Type
Eng
Eng

Desc
Sales
Body
Gear
Steer
Model Year
Plant
Chassis

range
Struc Week

Range
246
2022-9999
-
202122-999952
256
2023-9999
-
202222-999952
536
ED
E400V6
2021-9999
-
202037-999952
536
K9
BK9KERS
2023-9999
-
202222-999952
536
L1
BL1KERS
2023-9999
-
202222-999952
2022-9999
-
202139-999952
539
SERVICE:

NOTE: DO NOT ERASE THE APP FROM THE PHONE IN ATTEMPT TO “FIX THE PROBLEM”.

*Erasing a paired Volvo Cars App will result in the car and app becoming unsynchronized and can

only be solved by pressing the unpair button in CSD or a TCAM reset via VIDA.

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

After SW update, the car must have been in usage mode DRIVING (starting the car).

*Verify that the LATEST Volvo Cars App version is downloaded on the customer phone and that

Bluetooth is ON in the phone.

*If automatic update is not enabled for the app, the customer may need to manually update the app

on their phone.

*Note! The mobile phone shall NOT be connected to the car via Bluetooth classic (e.g. handsfree)

during the App paring procedure. If a Bluetooth connection already exists for the phone in question,

remove the connection for handsfree in both the mobile phone and in the car settings BEFORE

starting the App pairing procedure. After the pairing procuedure of the App has successfully been

completed, it is recommended to re-pair the mobile phone Bluetooth classic connection (handsfree)

with the car.

*After car 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 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 the Volvo Cars App with your car, you need all keys to be inside the car (only valid

for Admin Profile).

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

possible.

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.
Page 2 of 4
2023-06-12
Technical Journal 35953.9.0

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. Reference TJ 36187 for additional

information.

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 it is still a problem to pair the app to the car, perform a new VIDA readout and continue 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”).

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. Download and install “Change Market Certificates” under the Software Installation tab. Confirm

the certificate is installed into the car, to avoid connectivity issues, see TJ 36626.

3.a Try to pair the Volvo Cars App.

For XC40/C40 BEV use P/N: 31676058

For XC60/XC90 use P/N:

31456604

For V90/V90CC/S90 use P/N: 31654145

For S90L use P/N:

31472406

For V60/V60CC/S60 use P/N: 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 drive the car for a while for full functionality.

*If, after attempting all steps above, the Volvo Cars App is still not able to be paired to the car,

perform a new second VIDA readout and send a connectivity report, support needed.

*Attach the two VIDA read out logs (method below) into the report and fill in what Volvo Cars App

version, device, and firmware version that was used for pairing and the time stamp when the issue

occurred.

How to gather VIDA log files:

1) Click add attachments in the TIE case (just like adding a picture)

2) Click the folder icon and copy and paste the following text into the “File Name” box:

%userprofile%\VIDA\PROD\LogFiles\Diagnostics

3) Select files for the VIN you’re working with
2023-06-12
Page 3 of 4
Technical Journal 35953.9.0

Warranty claim info:

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

VST OP number: 99925-2

Note: TJ number must be stated in repair order text!
VST Operation Number

VST Operation Number
Description
99925-2
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”, Attach the two VIDA

read out logs into the report and fill in what Volvo Cars App version and device and firmware version

that was used for pairing and time stamp, use function group 3970.
Page 4 of 4
2023-06-12

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