Polestar

Service and Parts Business

Technical Journal
TITLE:

Software Update Fails and VIDA Can’t Connect, VGM Unresponsive
REF NO:

ISSUING DEPARTMENT:

CAR MARKET:

TJ 36577.5.0

Technical Service

United States and Canada

PARTNER:

ISSUE DATE:

STATUS DATE:

3 US 7515 Polestar

2023-10-12

2023-11-02

FUNC DESC:

FUNC GROUP:

Media, navigation and
communication

3900

Page 1 of 2

Rows beginning with * are modified
Note! If using a printed copy of this Technical Journal, first check for the latest online version.
DESCRIPTION:
*Added VST Operation No.
If the vehicle is experiencing problems communicating with VIDA, especially in relation to a failed
SWDL, this could be related to the VGM is not responding. Please see text under Service for advice.
Note: This TJ only applies to vehicles with the Android Automotive Operating System.
VGM = Vehicle Gateway Module
SWDL = Software Download
OBD = On-Board Diagnostic
CSC Customer Symptom Codes
Code

Description

22

Diagnostic communication/Wired diagnostic connection to vehicle does not work

23

Diagnostic communication/WiFi diagnostic connection to vehicle does not work

24

Diagnostic communication/Remote diagnostic connection to vehicle does not work

2V

Technician information/Software/Vehicle communication/Not for warranty use

Vehicle Type
Type
534

Eng

Eng
Desc

Sales Body

Gear

Steer Model Year
2021-9999

Plant

Chassis range

Struc Week
Range

-

202007-999952

Produced and printed in the USA and available as an electronic document.
© Polestar 2023

Technical Journal 36577.5.0
SERVICE:
If SWDL fails, the VGM may end up in an unresponsive state. To identify if this has happened, the most
indicative symptom is that the car does not show up in VIDA. The car might be readable with DICE, but
it will not be possible to perform a reload or get out of this unresponsive state via the DICE.
Prior to fault tracing, please check that there is no aftermarket dongle attached to the OBD connector;
this might interfere and cause issues with the vehicle’s diagnostic communication.
To get the car communicating through VIDA, please perform the following steps:
1.

Press the OnCall/Connect/Talk Bubble button; if the call is connected, this might trigger the VGM
to respond in VIDA. If this doesn’t help, continue with the below step.

2. *Exchange the VGM with a donor VGM if there is one available (the HW part numbers do not
need to match); if the car shows up in VIDA, connect to the car. Without disconnecting the VIDA
connection, remove the donor VGM and replace it with the original VGM (it is important that this
step is executed within a few minutes).
3. If the car still shows up in VIDA, and diagnostic communication is possible, perform a reload of the
VGM. If successful, the VGM is now restored.
*If a donor VGM is not available, a new VGM will need to be ordered. If this is the case, please repeat
the above procedure, starting at step 2. If the procedure is executed successfully, the new VGM can
now be used as a donor VGM in future cases similar to the one described in this TJ.
If the VIDA connection is not established by the above method, please contact RTS.
Note:
TJ 36581 advises against exchanging components between cars for testing purposes. If unsure on
the procedures and methods described in the above steps, please contact your local helpdesk for
assistance related to this TJ; see under Vehicle Report.
VST Operation Number
VST Operation Number

Description

98773-2

Control module (VGM) check acc. to TJ

36004-2

Software control module downloading

LABOR TIME:
98773-2:
0.9
36004-2:

0.5

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 not needed Polestar”, use
function group 3900.

Page 2 of 2

2023-11-02