Technical product information
Infotainment Main unit (5F / J794) fault finding/diagnosis procedure
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

Topic
Market
area
Brand
Transaction
No.
Level
Status
Release
date

2063410/5
EH
Released for publishing
03-Oct-2023

New customer code
Object of complaint
information, navigation, communication, entertainment -> online services
information, navigation, communication, entertainment -> infotainment sys. control using buttons, control panel,
display panel

Vehicle data
Bentayga series
Sales types
Type MY

Brand Designation Engine code Gearbox code Final drive code

4V1*
4V1*
4V1*
4V1*
4V1*
4V1*
4V1*
4V1*
ZV1*
ZV1*

E
E
E
E
E
E
E
E
E
E

2017
2018
2019
2020
2021
2022
2023
2024
2023
2024

*
*
*
*
*
*
*
*
*
*

*
*
*
*
*
*
*
*
*
*

*
*
*
*
*
*
*
*
*
*

New Continental GTC
Sales types
Type
3S4*
3S4*
3S4*
3S4*
3S4*
3S4*

MY
2019
2020
2021
2022
2023
2024

Brand Designation Engine code Gearbox code Final drive code
E
*
*
*
E
*
*
*
E
*
*
*
E
*
*
*
E
*
*
*
E
*
*
*

Mulsanne
Sales types
Type MY

Brand Designation Engine code Gearbox code Final drive code

3Y2*
3Y2*
3Y2*
3Y2*
3Y6*

E
E
E
E
E

2017
2018
2019
2020
2017

INTERNAL

*
*
*
*
*

*
*
*
*
*

*
*
*
*
*

Complaint
type
functionality
functionality

Position

3Y6* 2018 E
3Y6* 2019 E
3Y6* 2020 E

*
*
*

*
*
*

*
*
*

New Continental GT
Sales types
Type
3S3*
3S3*
3S3*
3S3*
3S3*
3S3*
3S3*

MY
2018
2019
2020
2021
2022
2023
2024

Brand Designation Engine code Gearbox code Final drive code
E
*
*
*
E
*
*
*
E
*
*
*
E
*
*
*
E
*
*
*
E
*
*
*
E
*
*
*

New Flying Spur
Sales types
Type
ZG2*
ZG2*
ZG2*
ZG2*
ZG2*

MY
2020
2021
2022
2023
2024

Brand Designation Engine code Gearbox code Final drive code
E
*
*
*
E
*
*
*
E
*
*
*
E
*
*
*
E
*
*
*

Documents
Document name
master.xml

INTERNAL

Technical product information
Infotainment Main unit (5F / J794) fault finding/diagnosis procedure

Transaction No.: 2063410/5
Release date: 03-Oct-2023

Customer statement / workshop findings
Issue suspected with the Infotainment Main unit (5F / J794) - For example:
•

MMI screen image flickers or goes blank

•

No response to selection

•

Audio cuts-out

Technical background
The operative should continue as follows:
•

Complete the questionnaire within the Measure section of this TPI (Part 1) once completed the questionnaire should be attached to an
existing or already open DISS query

•

Once the questionnaire is complete, the operative should refer to (Part 2) within the Measure section regarding fault finding/diagnosis of
the Infotainment Main unit (5F / J794)

Production change
Not applicable

Measure
NOTE: Please ensure the completed questionnaire and any additional videos / photographs supporting the fault descriptions
are attached/included within the DISS query (before submitting)

Part 1 - Questionnaire
MMI Screen malfunction description
Goes Blank
Fully or partially
Goes blurry
Fully or partially
Goes blue
Fully or partially
Goes White
Fully or partially
Unresponsive
Yes or No
Sound without image
Yes or No
Image without sound
Yes or No
Comments

Frequency of the failure
Every operation
Most operations
Occasionally
Happened once
In Specific conditions
Comments

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Yes or No
Yes or No
Yes or No
Yes or No
Yes or No

Inputs or actions when failure occurs
At ignition cycle
Yes or No
In normal driving
Yes or No
When engaging reverse
Yes or No
During Top view engagement Yes or No
When selecting Media options Yes or No
When selecting Navigation options Yes or No
Other
Comments

Location of incident or when first observed
At customer home
Yes or No
Travelling on regular route Yes or No
Travelling on highway Yes or No
Travelling in the City
Yes or No
Stationary at Traffic light Yes or No
Other
Comments

Reset Attempts
Operation resumed after short time
Yes or No
Operation resumed after vehicle left overnight Yes or No
Operation resumed after ignition turned on/off Yes or No
Other
Comments

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If vehicle has been brought to the retailer for investigation, Technician should complete the following:
How was the car delivered to the workshop?
Towed
Yes or No
Driven
Yes or No
Comments

Has initial investigation been carried and can you confirm the following?
Customer concern can be replicated
Yes or No
Fault identified with DTC on ODIS log
Yes or No
Any rectification carried out using available existing TPI Yes or No
Comments

Has the vehicle been presented for the same problem before?
Is this a repeat concern?
Yes or No
If repeat, was there a repair carried out previously? Yes or No
Was the repair effective and fixed the problem then? Yes or No
Comments

NOTE: Please ensure the completed questionnaire and any additional videos / photographs supporting the fault descriptions
are attached/included within the DISS query (before submitting)

Part 2 - Fault finding/diagnosis of the Infotainment Main unit (5F / J794)
1) Check if the Customer’s complaint can be re-produced, also check if the same system operation can be re-produced on a comparable model
of the same model year
NOTE: If the complaint is noticeable when using an external device connected (e.g. Phone, Media player), then check the operation using both
the customer’s device and a known good device on both the customers car and the comparable car
2) Run a full diagnostic sweep and record any DTC’s
3) Follow the ODIS test routine for the DTC’s stored if applicable.
4) Check for any existing TPI / Campaign released that may be related to the issue / DTC.
5) Carry out a full wiring check to the Infotainment unit (5F / J794).
NOTE: If a wiring issue is found, then rectify as per Elsa Pro guidelines (taking photos of any issue(s) found) - Re-check to confirm if the original
issue remains.
6) Perform a full shutdown/start-up of the Infotainment System (Press and hold volume rotary switch for 3 seconds) - Re-check to confirm if the

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original issue remains
7) Perform a ‘factory reset’ of the Infotainment system. NOTE: All data held in the system (e.g. personal data) will be deleted - Re-check to
confirm if the original issue remains
NOTE: Regardless if the issue has been resolved, or if the issue remains after following the above actions, the operative MUST record the
findings on a new or existing DISS query, along with any supporting information (e.g. Diagnostic log, ODIS test plan results, Photos / Videos of
the concern).
IMPORTANT: The Infotainment main unit should not be replaced unless the issue can be re-produced, all information must be
recorded on the DISS query, and approval must have been given by Product Support.

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