6/4/24, 11:52 AM Data Missing on Telematics Portal
¢ | Technical Service Bulletin
Technical Service Bulletin: TSB240106 Released Date: 15-May-2024
Data Missing on Telematics Portal
Data Missing on Telematics Portal
Warranty Statement
The information in this document has no effect on present warranty coverage or repair practices,
nor does it authorize TRP or Campaign actions.
Contents
Product Affected
¢ BES CM2450 EV101B
¢ BES CM2450 EV105B
¢ BES CM2450 EV107B
¢ BES CM2450 EV109B
¢ BES CM2450 EV110B
Issue Summary
Symptom:
¢ Data missing or incomplete on Remote Diagnostics portal when searched using Vehicle
Identification Number (VIN) or System Serial Number (SSN) or Asset number.
Root Cause
¢ Multiple reasons could be the cause of missing data from the Remote Diagnostics portal
within the Accelera™ system:
© The VIN and/or SSN are not programmed correctly in the System Control Module (SCM)
© The SSN is not in Serialized Product History (SPH) database.
© Amalfunctioned connectivity module
© The connections/harness to the connectivity module is loose.
© The CAN is not properly terminated.
Verification
Data present and complete on Remote Diagnostics portal when searched using VIN, SSN, or Asset
number.
Resolution
https://quickserve.cummins.com/qs3/pubsys2/xml/en/tsb/2024/tsb240106.html 1/2

6/4/24, 11:52 AM Data Missing on Telematics Portal
These are the following actions that can be taken to ensure the above items status:
¢ Verify the correct VIN and SSN are present in the SCM.
© Connect to the SCM.
© Verify SSN and VIN parameter in SCM and match the datatags on bus.
* Verify the SSN is not in SPH by checking if the SSN is on Quickserve Online™.
© Log on to quickserve.cummins.com.
° Enter SSN in search bar.
= If prompt is ESN not found, put in an Answers help ticket to request for SSN to be
added into SPH.
= If prompt is that ‘ESN has been updated’, continue to next step.
¢ Verify the connectivity module is working.
© Turn on low voltage, do not turn on key switch.
© If asolid green light is present on the module, replace the connectivity module.
= After connectivity module is replaced, allow it to update before verifying the issue
is resolved.
i. Turn low voltage on and key off for about 1-2 hours for the updates to be
completed.
ii. Verify the data is present on the telematics portal after a key cycle.
© |f the green light is blinking, continue to the next step.
¢ Verify the connections/harness to the connectivity module are not loose.
© Reference the wiring harness diagram to inspect every connection point between
connectivity module and SCM.
¢ Verify the harness/CAN is properly terminated.
© Verify the resistance of the CAN is 60 ohms, with both resistors connected.
© Verify the resistance of the CAN is 120 ohms if one resistor is connected.
¢ If issue persists, follow technical escalation process.
Document History
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Last Modified: 15-May-2024
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