Volvo Car USA LLC

Technical Journal

Technical Journal Title

Ref. No.

ICUP - Not able to pair Volvo Cars App to the car

TJ 35953.10.0

Issuer (Dept.)

Issue Date

Status Date

4/30/24

5/14/24

Technical Service
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:
If the customer experiences a problem with 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 = Centerstack 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

236

2022-9999

-

202122-999952

238

2022-9999

-

202122-999952

Technical Journal 35953.10.0

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

EH

E400V8

2024-9999

-

202317-999952

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 AN ATTEMPT TO “FIX THE
PROBLEM”.
Erasing a paired Volvo Cars App will unsynchronize the car and the app, and can only be solved
by pressing the unpair button in the CSD, or performing the “Reset the Telematics Connectivity
Antenna Module (TCAM) to factory settings” diagnostic sequence in VIDA.
Make sure that the car is updated to the latest SW status (see TJ 31543).
After SW update, the car must be in usage mode DRIVING (starting the car).
Verify that the LATEST Volvo Cars App version is downloaded to the customer’s phone and that
Bluetooth is ON in the phone.
If an automatic update is not enabled for the app, then the customer may have to manually update
the app.
Note! The mobile phone shall NOT be connected to the car via Bluetooth classic (e.g., handsfree)
during the App paring procedure. Remove existing Bluetooth connection for handsfree in both
mobile phone and in-car settings BEFORE starting the App pairing procedure. After the pairing
procedure, it is recommended to pair the mobile phone Bluetooth classic (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 the 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.

Page 2 of 4

2024-05-14

Technical Journal 35953.10.0
Ensure the car has good connectivity, i.e. not parked in a garage etc. that can prohibit Mobile Data
Connection or GPS reception to the car.
Ensure internet is working in the car, e.g. open the Navigation app in your car center display to see
that you get internet data to the car.
IMPORTANT: The first paired device must be done from the ADMIN profile.
If it is still a problem to pair the app to the car, perform a new VIDA readout and continue the
following steps in order. Try pairing the App with the vehicle between each step.
1. Perform a TCAM reset in VIDA (components / TCAM / Diagnostic Sequences / “Reset the
Telematics Connectivity Antenna Module (TCAM) to factory settings”).
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
(pending customer’s consent).
*2.a Wait 10 minutes for the backend system to synchronize, then try to pair the Volvo Cars App.
3. Perform a reload of the IHU and TCAM certificates (“change market certificates”). Confirm the
certificate is installed into the car to avoid connectivity issues, see TJ 36626.
*3.a Wait 10 minutes for the backend system to synchronize, then 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’s software being updated recently.
If so, please drive the car for a while for full functionality.
Please visit the Connected Car Retailer Page for additional resources related to the Volvo
Cars App and App Pairing. Please see link here: connectedcars (volvocars.biz)
As a last step, If an issue with pairing Volvo Cars App to the car still exists, perform a second
NEW VIDA read out and send a connectivity report, support needed.
Attach the two VIDA read out logs into the report and fill in what Volvo Cars App version,
device and firm version that was used for pairing and time stamp when issue occurred.

2024-05-14

Page 3 of 4

Technical Journal 35953.10.0
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 firm version that
was used for pairing and time stamp, use function group 3970.

Page 4 of 4

2024-05-14