NHTSA ID Number: 10249187
Manufacturer Communication Number: 36426.1.2
TSB/Document Date: 2024-01-25
Summary
This is a Technical Journal: Unintentional VIDA Wi-Fi Connection Leading to 12V Battery Drain. Software Solution was made available with V2.8 SW, which was released 23w16. Please ensure vehicle is on V2.8+ SW.
The “Fault Tracing Chart” will have links to below sections 9.1.1 – 9.1.6 that will include
more details if needed.
10.1.1
Are all Access Points (AP) that are expected to operate showing green or not
in Meraki Dashboard?
Also see Meraki Dashboard
Green
Orange
The AP is able to connect to internet and the cloud used for the AP.
The AP is able to connect to internet and the cloud used for the AP, but
has one or more active alerts.
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Car Corporation
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Red
The AP is NOT able to connect to internet and the cloud used for the AP.
Grey
The AP has not yet been connected or it has not been able to connect to
internet and cloud used for the AP during the last 7 days.
If any AP is shown as Grey in Meraki dashboard at the time when the workshop
faced an issue, then it could mean:
1. The AP has been offline unexpectedly for more than 7 days and fault tracing
should be done.
2. Or the workshop has just ordered an additional AP that has not yet been
mounted or connected and the status is then expected to be shown as grey until
it has been installed and connected properly.
In TIE, try to find an additional order for an additional access point.
Note. In TIE you also need to have access to Partner ID 4 SE GWO in order to
see Wi-Fi orders done by workshops.
If you don't have access to Partner ID 4 SE GWO, then you need to request
access by creating a TIE report using below template and state the reason for the
request and that you need to have “VCC_Reader access”
When you have access to 4 SE GWO
Make a search under the section TIE Report and use the Partner ID as input for
the search.
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If an order is found that is new, then you can maybe expect that it has not yet
been delivered or installed in the workshop.
It will take about 3 weeks to deliver a new AP after an order has been accepted,
and then it also needs to be installed when it has arrived, which might take some
time.
If no new order is found, then you can expect that the access point should have
been shown as Green, and not Red or Grey.
If an access point is shown as Red or Grey but is expected to show Green:
Then check and adjust local infrastructure until they show green according to
below.
Possible reasons for failures that needs to be checked by local IT.
- The Switch connected to the access point is not providing power to the
access point.
- The Ethernet cable between the switch and the access point is broken or
not connected properly.
- POE injector is not providing power or is broken.
- Access point broken.
- Local router, switch or firewall is preventing the access points to access
Internet. Check that there is no local proxy/firewall within the network
that are blocking required ports according to:
SPJ – 1000692 - Workshop System Requirements & Guidelines - VIDA in
2015 (Dealers)
A check can also be done by connecting a computer to the same network
as the APs are connected to and to run the verification tool on that
computer.
SPJ 1000039 - Verification Tool - Volvo Cars Global Wi-Fi Service.
If needed consult with local IT if some of the results in the verification tool
is showing Red.
The user guide available in SPJ 1000039 will include guidance when some
of the tests are not shown as green.
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Inform the workshop to perform necessary actions in case not all tests are
shown as green.
After a conclusion has been made and possible actions has been
taken, then please proceed back to the Fault Tracing Chart
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10.1.2
Is the VIN present in Meraki Dashboard?
Also see Meraki Dashboard
After a conclusion has been made, then please proceed back to the
Fault Tracing Chart
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10.1.3
Can a MAC ID be found in Meraki Dashboard that starts with
00:10:02:XX:XX:XX at the time when Wi-Fi was activated in the
vehicle?
In Meraki Dashboard, select the affected workshop by searching for the Partner
ID for the affected workshop.
Go to Network-wide > Clients.
Check if there are any vehicles that have been trying to establish a connection,
without the possibility to get an IP address and were the description is only
showing the Mac ID address from the vehicle.
A MAC ID address for a vehicles always starts with 00:10:02:XX:XX:XX
And the Manufacture is shown as ACTIA.
Can a MAC ID be found in Meraki Dashboard that starts with
00:10:02:XX:XX:XX at the time when Wi-Fi was activated in the vehicle?
After a conclusion has been made, then please proceed back to the
Fault Tracing Chart
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10.1.4
Is an IP-address present or not for the VIN in Meraki Dashboard.
Select and sort on IPv4 address and check if any vehicles are not getting an
IP address at the day when the issue occurred.
If a vehicle is shown with DoIP-VINVCCXXXXXX, then it means that the
vehicle has a valid certificate in the ECU VCM, but the missing IP address
could be caused by lack of IP addresses from the local DHCP.
Contact local IT and inform them to ensure a working DHCP function.
How it can look when an IP address is present for a vehicle.
After a conclusion has been made and possible actions have been
taken, then please proceed back to the Fault Tracing Chart
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10.1.5
If needed, adjust settings in VIDA Admin if different subnets are intended to
be used for Volvo Cars Diagnostic WI-Fi and computers used for VIDA.
If local IT states that different Subnets are intended to be used for Volvo
Cars Diagnostic WI-Fi.
Then it also has to be configurated in VIDA Admin.
More information can also be found in:
SPJ 1000045 - Technical overview and design - Volvo Cars Global Wi-Fi
Service
After a conclusion has been made and possible actions has been taken,
then please proceed back to the Fault Tracing Chart
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10.1.6
Check and if needed adjust local infrastructure such as firewalls
and blocking of ports.
Check that there is no local proxy/firewall within the network or on
computers used by VIDA that are blocking required ports according to:
SPJ – 1000692 - Workshop System Requirements & Guidelines - VIDA in
2015 (Dealers)
A check can be done by connecting a computer to the same network as
the APs and to run the verification tool on that computer.
SPJ 1000039 - Verification Tool - Volvo Cars Global Wi-Fi Service.
If needed consult with local IT if some of the results in the verification tool
is showing Red.
The user guide available in SPJ 1000039 will include guidance for when
some of the tests are not shown as green.
Inform the workshop to perform necessary actions in case not all tests are
shown as green.
After a conclusion has been made and possible actions has been taken,
then please proceed back to the Fault Tracing Chart
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11
FAULT TRACING CHART - VEHICLE(S) DOES NOT APPEAR IN VIDA AFTER LOCKING THE VEHICLE 3 TIMES.
START HERE
Action might required
Vehicle(s) does not appear in VIDA
after locking the vehicle 3 times.
Affected VIN(s) required.
Link with more details
Are all Access Points (AP) that are
expected to operate showing Green in
Meraki Dashboard
Is the VIN present in
Meraki Dashboard?
9.1.2
Problem fixed
Check and adjust local
infrastructure.
Are APs showing green
in Meraki Dashboard
No
Does vehicle
apperar in VIDA
Forward TIE
report to central
for further
support
Problem
fixed
Yes
No
9.1.1
Yes
9.1.1
9.1.1
Yes
No
Question
No Yes
No
Is an IP-address present for
Yes
the VIN in Meraki Dashboard.
Lack of available IP addresses
Adjust local DHCP to provide enough
IP addresses
9.1.4
Can a MAC ID be found in Meraki
Dashboard that starts with
00:10:02:XX:XX:XX at the time when
Wi-Fi was activated in the vehicle
9.1.3
Yes
No
No
9.1.4
Yes
Is the VIN present in
Meraki Dashboard?
9.1.2
Forward TIE
report to central
for further
support
Are settings in VIDA
Admin correct?
9.1.5
Yes
Yes
Adjust settings in
VIDA Admin.
Perform a VCM
Reload using P2P
Does vehicle
apperar in VIDA
No
Does vehicle apperar
in VIDA
No
9.1.5
No
Yes
Does vehicle
apperar in VIDA
Yes
No
Reinstall VIDA
Prereq
Problem
fixed
Forward TIE
report to central
for further
support
Check and if needed adjust local infrasturucture
such as firewalls and blocking of ports.
9.1.6
Yes
Does vehicle
apperar in VIDA
No
Copyright © 2018-2021 Volvo Car Corporation
Does vehicle
No apperar in VIDA
EN
Yes
Problem
fixed
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12
FAULT TRACING - ERROR SHOWN WHEN
TRYING TO CONNECT TO THE VEHICLE.
12.1
Vehicle appears in VIDA, but an error message is shown when trying
to connect to the vehicle.
Below error message is shown in VIDA instead of a successful readout of the vehicle.
12.1.1
Perform a battery reset of the vehicle.
If above error message is shown, then start with performing a battery
reset of the vehicle.
It is important that you first turn ignition mode to off.
•
•
•
Disconnect the negative pole of the main battery in the
trunk.
Wait 1 minute in order for the car to get fully discharged.
Reconnect the negative pole of the main battery in the
trunk.
After a conclusion has been made and possible actions has been taken,
then please proceed back to the Fault Tracing Chart
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12.1.2
Check and if needed adjust local infrastructure such as firewalls and blocking
of ports.
Check that there is no local proxy/firewall within the network or on
computers used by VIDA that are blocking required ports according to:
SPJ – 1000692 - Workshop System Requirements & Guidelines - VIDA in
2015 (Dealers)
Especially port TCP 13400.
A check can be done by running the verification tool on the computer
where the issue occurs.
SPJ 1000039 - Verification Tool - Volvo Cars Global Wi-Fi Service.
If needed consult with local IT if some of the results in the verification tool
is showing Red.
The user guide available in SPJ 1000039 will include guidance when some
of the tests are not shown as green.
Inform the workshop perform necessary actions in case not all tests are
shown as green.
After a conclusion has been made and possible actions has been taken,
then please proceed back to the Fault Tracing Chart
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13
FAULT TRACING CHART - ERROR SHOWN WHEN TRYING TO CONNECT TO THE
VEHICLE.
START HERE
Vehicle appears in VIDA but an
error is shown when trying to
connect to the vehicle.
Action might required
Question
Link with more details
Problem fixed
Perform battery reset of the vehicle.
It is important that you first turn ignition mode to off.
•
Disconnect the negative pole of the main battery in the trunk.
•
Wait 1 minute in order for the car to get fully discharged.
•
Reconnect the negative pole of the main battery in the trunk.
11.1.1
Is it now possible to
connect to the vehicle
Yes
No
Reinstall VIDA
Prereq
No
Is it now possible to
connect to the vehicle
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TSB/Document ID: 36426.1.2
Replacement Service Bulletin Number:
MFR Communication Date: 2024-01-04
MFR Internal Campaign ID/Software Version:
Communication Type: Service Bulletin/Repair Instructions
NHTSA Components: ELECTRICAL SYSTEM
MFR Component System:
MFR Component Subsystem:
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