Technical product information
Topic
Market
area
Brand
Transaction
No.
Level
Status
Release
date

Running gear - Noise identification
Australia E04 Bentley rest Asia and Australia (6E04),China 723 Volkswagen (Anhui) Automotive CO (6723),China 796 VW Import
Comp. Ltd (Vico), Beijing (6796),Germany E02 Bentley rest Europe (6E02),Japan E03 Bentley Japan (6E03),Korea, (South) E08
Bentley South Korea (6E08),United Arab Emirates E06 Bentley Middle East and Africa (6E06),United Kingdom E01 Bentley UK
(6E01),United States E05 Bentley USA and rest America (6E05)
Bentley
2056407/5
EH
Released for publishing
29-Sep-2023

New customer code
Object of complaint
running gear -> adaptive suspension, pitch and roll compensation
running gear -> steering system
running gear -> steering, power-assisted steering
running gear -> shock absorber/suspension control

Complaint type Position
noise, vibration
noise, vibration
noise, vibration
noise, vibration

Vehicle data
All Models
Sales types
Type
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MY
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Brand Designation Engine code Gearbox code Final drive code
E
*
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*
E
*
*
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E
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*
*
E
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E
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E
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E
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E
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E
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E
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E
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E
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*

Documents
Document name
master.xml
runninggear1.docx
suspension.xlsx

INTERNAL

Technical product information
Running gear - Noise identification

Transaction No.: 2056407/5
Release date: 29-Sep-2023

Customer statement / workshop findings
Customer statement:
Noise complaint from the suspension and/or steering
Workshop findings:
The noise can be reproduced and clearly assigned to the suspension system from either of the axles
And/or
The noise can be reproduced and clearly assigned to the steering system
Prior to starting the instructions within this TPI, the Retailer must check and confirm the vehicle is in standard factory condition and has not had
any non-approved aftermarket modifications conducted including the modification of the engine control modules (chip tuning) Check the history
of the vehicle to confirm
Should any aftermarket modifications be found, the Retailer must make Product Support aware by raising a DISS query to report the details of
the modification, you must then await feedback from Product Support before conducting any further work

Technical background
It is the retailers responsibility to check and confirm if any TPI’s are applicable to the customers complaint/issue, should an
applicable TPI be available, apply it and complete a DISS complaint to include ‘Workshop findings’ only (No repair query
required)
For correct diagnosis and repair, the attached Flowchart must be followed in conjunction with the Measure section of this TPI

Production change
Not applicable

Measure
1) Carry out a visual inspection of the suspension and/or steering components to confirm if the noise can be attributed to a faulty component for
example:
•

Damage to the underside of the vehicle

•

Accident damage

•

Damaged or incorrect specification road wheels

•

Worn/leaking suspension components and/or steering components

•

Loose and/or damaged components

If the noise is NOT a result of one of the afore mentioned issues, carry out the remaining instructions from Step 2
2) In the event an impact noise is present for example clonking, clicking, ticking, and the operative CAN NOT locate the issue by conducting a
visual inspection you must capture/record the noise.
•

Should the noise be frequency related for example a constant drone or humming noise a frequency recording will be required

•

Refer to the onward instructions depending on which type of noise is evident (Impact or frequency related)

IMPORTANT: For frequency analysis and noise recording we recommend using the Chassis Ear Tool WT 10437
Record the noise and measure the frequency using WT 10437 Chassis Ear Tool - Follow the instructions within this TPI in
conjunction with the WT 10437 user instructions
3) Referring to Figure 1 - Using the sensor clamp/s (Point A) and Bluetooth module/s (Point B) provided in the kit - Record the noise

INTERNAL

Figure 1
TIP: In order to locate the noise it could be necessary to use multiple clamp and module assemblies, the operative must refer to the appropriate
user instructions
NOTE: If the noise is only evident during a road test, the clamp and module assembly must be positioned outside of the cabin for the best results,
please be aware that recordings from outside of the vehicle may not help identify the issue at higher speeds or noisy geographical locations,
therefore a recording from inside the cabin will also be required
WARNING
IMPORTANT: The driver's concentration MUST be focused on the road at ALL times the assistance of a second technician is
required
WARNING
Observe all road safety procedures and speed limits.
TIP: To capture the frequency - Select ‘FFT Graph’ as Wave Form Type (Figure 2) and read the peak achieved during the recording as
highlighted in Figure 2 (in this EXAMPLE the frequency is 2000Hz)

Figure 2
4) Once recorded - Save the file to your device
NOTE: The sound recording/video can also be taken from a mobile telephone as long as the noise is clearly identifiable
Additional ‘contextual’ video/audio recordings from a customer perspective should also be used

INTERNAL

Should there be no applicable TPI’s, and you are not able to identify the source of the noise by using WT 10437, proceed to Step 5
5) Raise a DISS technical query - The running gear questionnaire (attached Excel spreadsheet) and the sound/video recording must be attached
to the open DISS query IMPORTANT: The following detail MUST also be included:
• Vehicle speed
•

With or without steering lock applied (please confirm)

•

Ambient conditions

•

Engine coolant temperature when issue is evident

•

What does the driver/customer do to induce the problem?

•

Any reported disassembly and/or issues of the rear axle area

VERY IMPORTANT: NOISE RELATED DISS QUERIES SHOULD NOT BE SUBMITTED WITHOUT AT LEAST TWO
ATTACHMENTS (QUESTIONAIRE AND SOUND RECORDING), SHOULD THE REQUIRED INFORMATION NOT BE INCLUDED,
THE QUERY WILL BE RETURNED TO THE RETAILER

Warranty accounting instructions
Warranty claims about noise complaints suspension and/or steering system are only possible with a completed running gear
questionnaire, an audio/video recording and an eligible DISS query

INTERNAL

Noise complaint from Running gear
(Suspension/Steering systems)

Visual check of the suspension/steering systems as
per Technical Background section of the TPI

Not OK
OK

Follow standard repair
procedures then retest for
noise

Noise rectified

OK
Use WT 10437 to create sound recording and
record frequency (If frequency related)

TPI available?

No
Raise a DISS technical query
Attach the completed ‘Running gear noise
questionnaire’
Attach the sound/video recording

Yes

Issue still present?
OK

Repair as per TPI
then retest

Is noise
rectified?

No

Yes

Vehicle is fixed

Questionaire Suspension system - NVH complaint
Vehicle information:
VIN:

Road test:
carried out:

yes

Complaint understandable:

Noise type:

no

When does the noise occur:
forward

grinding

judder

chattering

hissing

squealing

moaning

chirping

knocking

creaking

clonk

clicking

popping

rattle

humming

crunching

roaring

banging

dronning

groaning

ticking

buzzing

whirring

gurgling

whistling

Rear axle

RH

brake applied

without steering input

with steering input
backwards

without steering input

brake applied

straight line

curve

with steering input
static with steering input

Right

Where does the noise occur:
Front axle

yes

always

often

rare

uneven road

pot holes

speed bump

Left
Highway

0-30 mph

30-60 mph

over 60 mph

speed not dependent

Description:
LH

Frequency:

kHz

Noise occurs only once on the same direction (repeatable moving back and forth):
yes

no

State of suspension components: bush/ball joints/mounts:
Okay

damaged

leaking

wear

free play

Vehicle Temperature
cold

Weather:

Cracks

Outside temperature:

warm

wet

15
dry

snow

Humidity

C°

20

to
High

C°

Low

Customer Driving profile:
short haul

Long haul

sporty

normal

Further information:
(if necessary)

Previous Attempted Repairs (DISS if available):

Comparable Vehicle tested on same conditions:

VIN:

Comments
yes

no

#