Circular Letter
FROM: Maserati TSO
TO: Maserati Network

New Harman R1 ETM Tutorship Process Update

ATTENTION! This bulletin supersedes MAS002563_B MCL 22-10 released on July 22, 2022. Please
discard/remove all copies of the previous bulletin.
DATE: August 2, 2024
This Bulletin provides new information regarding the Maserati Tutorship Process for Harman R1 ETM
components.
This Bulletin has been updated to introduce:

•

Addition of the MC20 Cielo and GT/GC to the Tutorship List (See page 2)

•

Dealer Questionnaire (To be filled out by a technician) (See page 5)

•

Customer anomaly questionnaire (To be answered when customer drops off vehicle at dealer)
(See Pages 6-7)

NOTE: Starting with MY 21 the Infotainment system has a separate display screen which is not involved in this
Tutorship process. If a display screen is required, a BOL must be opened and submitted separately as a
“Support Request” as part of the Infotainment system.

Please read and review this bulletin first before ordering parts and/or starting the procedure.
Contact your Regional AfterSales Manager (RAM) or the Technical Support Helpdesk if you have
any questions.
Thank You for your continued support and cooperation.
Maserati Americas
Aftersales Dept.
© 2024 Maserati North
America. Aftersales
www.maseratiusa.com

MAS004334

All rights reserved. Reproduction or translation in
whole or in part is not permitted without
authorization from the publisher. Printed in USA

Page 1 of 7

TECHNICAL SERVICE OPERATIONS

MAS004334 MCL 24-42

Through the BOL console. Support for R1 ETMs (MY21 and up vehicles) is communicated directly with the
supplier (Harman)for Maserati vehicles. This process helps to promptly evaluate potential issues, helps reduce
diagnosis times, and provides the maximum assistance and information for the resolution of our client’s
concerns.
BOL support will be managed by the supplier’s (Harman) professional technicians. However, In some cases,
the MNA Aftersales BOL team along with the supervision of the HQ Blue On Line (BOL) Team in Italy may get
involved, and carry out diagnoses on reports coming directly from the dealer network.

If a repair on a component in the Tutorship List below is needed, you must open a BOL as
“Support Request” and select the appropriate component code. See page 3 for details.
It’s important that you accurately follow the instructions that you receive back in the BOL and do not replace
the ETM without a BOL authorization. If more diagnosis time is required to perform an in-depth diagnosis, you
will receive approval from the BOL. NOTE: Any Warranty claims submitted with additional ST (Straight Time)
without BOL authorization will be rejected.
All BOL reports must be detailed, complete, and include; Parameters, DTCs, Videos, Images, etc., to clearly
define the complaint/fault and to help the team act effectively. You mustn't delete any errors in the memory
of electronic components during the initial scan. If a component on the Tutorship List is replaced (upon Prior
BOL, approval), it must be sent back to MNA via Urgent Part Return Request.
As a reminder, MY21R1 Harman ETMs are equipped with FOTA (Firmware Over The Air) technology so most of
the newer software will be automatically available for the customer to update. Please review Bulletin
MAS002429 (MCL 20-24) Or Newer for further details.
If the vehicle is at the dealer and the customer informs of an anomaly that can be fixed by a specific SW
update not already installed by FOTA, the Tutorship BOL Specialist may ask you to install it by using USB update
procedures. Which is available to download via MODIS ►AFTERSALES ►TECHNICAL ASSISTANCE ►SOFTWARE
DOWNLOAD.
If you are instructed by BOL to perform an SW update and submit a related warranty claim, first check to see if
the vehicle is involved in any service actions (RAPID UPDATES) that already request an SW Update and insert a
related warranty claim accordingly.
In a case where there is no service action active for the VIN. Submit a warranty claim in cost code 16 using
the following standard repair time: 08.71.240.1 (0,6h)
The purpose of this process (along with your cooperation with the MNA Aftersales BOL Team) is to help
accelerate the BOL management process and any new anomaly diagnosis to provide prompt solutions for
the entire authorized dealer network more efficiently.

Tutorship List
BOL
COMPONENT COMPONENT (Listed in Dashboard Devices)
CODE

MODEL

MY

Ghibli-M157

MY21 and forward

57850079

RADIO R1

QP-M156

MY21 and forward

56850079

RADIO R1

Levante-M161

MY21 and forward

61850079

RADIO R1

MC20-M240

MY22 and forward

40850079

ECU RADIO

MC20 Cielo-M241

MY23 and forward

41850079

ECU RADIO

Grecale-M182

MY23 and forward

82850079

ECU RADIO

GranCabrio-M190

MY24 and forward

90850079

ECU RADIO

GranTurismo-M189

MY24 and forward

89850079

ECU RADIO

© 2024 Maserati North
America. Aftersales
www.maseratiusa.com

MAS004334

All rights reserved. Reproduction or translation in
whole or in part is not permitted without
authorization from the publisher. Printed in USA

Page 2 of 7

TECHNICAL SERVICE OPERATIONS

Harman R1 ETM Component Tutorship Process Outline

All images shown in this bulletin are for illustrative purposes only
Follow the steps below to select the correct “BOL Component Code” from the list above:

1.

In the SE (Service Entry) under the “Repair” Tab. Select “01 – Anomaly” from the Repair Description Field.

2.

Select the Magnifying glass Icon.

3.

A pop-up window will appear. Enter the last six digits of the “BOL COMPONENT CODE” from the “Tutorship
List” on page 2 into the component code field

1
2

.
Then click on the “Search” box.

© 2024 Maserati North
America. Aftersales
www.maseratiusa.com

MAS004334

All rights reserved. Reproduction or translation in
whole or in part is not permitted without
authorization from the publisher. Printed in USA

Page 3 of 7

TECHNICAL SERVICE OPERATIONS

Submitting a BOL for Harman R1 ETM Tutorship Support

“R1 RADIO” should automatically appear in the “Description” field. Proceed and select it by clicking on
the empty circle icon.

5.

The “BOL COMPONENT CODE” will auto-populate as illustrated below:

6.

Continue and fill out the rest of the fields in this section and click on the “Add” box.
Attention: Please remember to be as detailed as possible when entering the “Customer Complaint”

7.

Click on “Repair 1” to open the BOL Console.

8.

Under the “BOL+” tab. Select “Support Request” as the Report Type.

9.

Fill out and complete the rest of all other fields and attach all necessary documentation as required.
Attention: Please remember to be as detailed as possible when entering all fields (Boxes).

TECHNICAL SERVICE OPERATIONS

4.

10. Click the “Save” to complete and submit the BOL and await instructions from the BOL team.

© 2024 Maserati North
America. Aftersales
www.maseratiusa.com

MAS004334

All rights reserved. Reproduction or translation in
whole or in part is not permitted without
authorization from the publisher. Printed in USA

Page 4 of 7

TECHNICAL SERVICE OPERATIONS

DEALER (TECHNICIAN) CHECKLIST
(This checklist is to be filled out by technician for ETM-related anomalies )
When opening a BOL the following items are needed:
PHONE USED FOR TESTING
PHONE Make:
MODEL:
SOFTWARE Version (iOS/Android)
DIAGNOSTIC CHECKLIST
Attach an EVO report (DTCs & parameters), select ALL modules

Can you duplicate the concern in the workshop?
Attach a video and/or the one supplied by the customer

YES

NO

If yes, describe in detail

For Black screen:
•
Perform & attach E-XTEQ battery test
Attach the photos of the screens showing the ETM SW, the ETM serial number, and the Security Serial Number.
Follow the steps below:
1. To enter the dealer menu, from the vehicle screen, select "Screen Off" options.
2. After 5 seconds the screen has gone completely black press (and hold press) the top right and bottom left
corner of the display at the same time
3. After a few seconds, the dealer menu should appear. This procedure may require several attempts
because the corners of the display must be pressed at the same time.
4. In the dealer menu, you will find ETM SW version, serial number (a code starting with T00), and Security
Serial Number.
Example:

© 2024 Maserati North
America. Aftersales
www.maseratiusa.com

MAS004334

All rights reserved. Reproduction or translation in
whole or in part is not permitted without
authorization from the publisher. Printed in USA

Page 5 of 7

TECHNICAL SERVICE OPERATIONS

CUSTOMER USAGE AND INFORMATION QUESTIONNAIRE
(This checklist is to be filled out when customer is dropping the vehicle off at the dealer)
CUSTOMER PHONE INFORMATION (Phone used when the anomaly occurred)
PHONE Make:
MODEL:
SOFTWARE Version (iOS/Android)
QUESTIONNAIRE FOR THE CUSTOMER
Detailed description of the anomaly.

If anomaly was captured on video (or photos), please provide copies to the Service Advisor.
When did the anomaly start to occur? Example: Since purchasing the vehicle, after an update to phone, over-the-air
update to the radio, etc.

How many times has this happened?
How often does this occur during one trip?
Can you duplicate it easily? If you can, what steps are taken to replicate?

Does the issue resolve itself or is it necessary to perform a particular action? Example: Shut off vehicle and restart,
change audio source, etc.

How many phones are paired to the vehicle & how many phones are being used at the time of the anomaly?
Example: One on CarPlay, one charging.

AUDIO ANOMALIES SPECIFIC QUESTIONS
Is anomaly present on all audio sources?
If no, which audio source? (Bluetooth,

YES

NO

AM/FM, CarPlay/Android Auto, etc.)

(Describe in detail)
Is the volume adjustable? Is the status bar visible?
Did the issue appear after a phone call?
Was there a phone connected when the anomaly occurred?
CARPLAY/ANDROID ANOMALIES SPECIFIC QUESTIONS

YES
YES
YES

NO
NO
NO

CarPlay/Android Auto doesn't start or stops working after a certain period?
If yes, please describe time frame:

YES

NO

Have you tried using another phone? Same model but with different software?

YES

NO

Is CarPlay/Android Auto used via wired or wireless connection?

wired

wireless

If wired, is the cable being used OE/genuine phone manufacture cable? (Apple lighting cable. Etc.)
YES
Is the cable damaged? If Yes, try using another cable.

NO

Are any third-party applications being used at the time of the anomaly? (Example: Waze, XM radio, Amazon Music,
etc.) If yes, which apps?

© 2024 Maserati North
America. Aftersales
www.maseratiusa.com

MAS004334

All rights reserved. Reproduction or translation in
whole or in part is not permitted without
authorization from the publisher. Printed in USA

Page 6 of 7

TECHNICAL SERVICE OPERATIONS

CUSTOMER QUESTIONNAIRE (continued)
BLACK SCREEN ANOMALIES SPECIFIC QUESTIONS
Does the anomaly occur from the moment you turn on the ignition or does it happen while driving?

With the anomaly present, is there audio present?
With the anomaly present, is the rear view camera displayed?
With the anomaly present, when using the radio ON/OFF button, does the screen turn on?
Does performing any action, i.e. key cycle, resolve the anomaly?

© 2024 Maserati North
America. Aftersales
www.maseratiusa.com

MAS004334

YES
YES
YES
YES

All rights reserved. Reproduction or translation in
whole or in part is not permitted without
authorization from the publisher. Printed in USA

NO
NO
NO
NO

Page 7 of 7