Service Campaign 9B4: Software Update for DTC P1BB20: 12V Battery Over Voltage
Warning – Dealer Best Practice
February 11, 2025
Document Topic (changes highlighted in yellow)
• Technical Service Bulletin (TSB) 25-01-010H; supersedes TSB 24-01-054H
o Revise the ending production date range for the Sonata Hybrid (DN8 HEV) in
‘Affected Vehicles (Certain)’ (pages 1 & 4)

Date
02/11/2025

Campaign Description
Certain Elantra hybrid (CN7 HEV), Sonata hybrid (DN8 HEV), and Tucson hybrid (NX4 HEV) vehicles may exhibit
a warning light due to DTC Code P1BB20 (12V Lithium Battery Cell Voltage High). Follow the procedure in TSB
25-01-010H (or latest version) to perform the update the Battery management System (BMS) software.

Affected Vehicles (Certain)
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2021-23MY Elantra Hybrid (CN7 HEV) produced from 12/15/2020 – 02/13/2023
2020-22MY Sonata Hybrid (DN8 HEV) produced from 01/29/2020 – 03/08/2022
2022-24MY Tucson Hybrid (NX4 HEV) produced from 01/20/2021 – 12/18/2023

Remedy Information

The procedure outlined in TSB 25-01-010H (or latest version) requires update of the BMS software.
• Recommended Service Technician Training Level: Hyundai Certified (or higher)

GDS Information
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System Selection: Battery Management System (BMS)
Event(s): Use Event shown in the table below (or use a later available event as listed in the GDS DTC
Update screen if one is available).

Recommended Alternative Transportation
A Service Rental Vehicle (SRC) should be provided to customers who do not feel safe operating their vehicle until
a remedy is available. In addition, a SRC may be required based on any other additional work on the vehicle that
may need to be addressed during customer’s visit. If a SRC is not available, other options such as a 3rd Party
Rental or Rideshare may be provided.

Service Tips/Training
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If a customer arrives to the dealer with no appointment scheduled, it is recommended for the dealer to
offer alternative transportation to the customer.
If customer schedules an appointment in advance, ensure the appropriate tools and equipment are on
hand to perform any related repairs.
Ensure the appropriate expectations for completion are set with the customer in advance.
Always inquire if the customer will have time for an additional service to be performed if he/she was
originally scheduled for a different service.
Offer SRC assistance for customers who may be pressed on time.
Be honest with customers on wait times.
If the service is taking longer than expected, update the customer.
If you are unsure of certain processes, don’t guess. Take time to familiarize yourself with the proper
procedures or ask for help/clarity from your teammates or leadership.
If you see a team member having trouble addressing the concern, ask if you can provide some help.

Warranty Information
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Refer to TSB 25-01-010H (or latest version), the service campaign pays the following:
o Labor: 0.3 M/H for updating the BMS software
o Parts: None
Photos:
o The time above includes taking a validation photo of the ‘ECU Update Complete’ screen with
your tablet.
o Op times include VIN, Mileage, and Repair validation photo(s) as outlined in the Digital
Documentation Policy.

Customer Talk Tracks

1. For customer with an appointment, but campaign not part of originally scheduled services:
“I see that your vehicle has an open service campaign that we would like to take care of for you while you are
here today. This service campaign requires the vehicle’s Battery Management System software to be updated.
This service, of course, will be provided at no charge to you and, if necessary, we would like to offer you
alternative transportation while we repair your vehicle. We apologize for the inconvenience.”
2. For walk-in customer:
“During your visit today, I checked your vehicle for any open campaign or recalls and found that your vehicle has
an open campaign. This service campaign requires the vehicle’s Battery Management System software to be
updated. This service, of course, will be provided at no charge to you and, if necessary, we would like to offer
you alternative transportation while we repair your vehicle. We apologize for the inconvenience.”

3. For customers over the phone:
“While I have you on the line and am verifying your current appointment, I ran your VIN and see that your vehicle
has an open campaign. This service campaign requires the vehicle’s Battery Management System software to be
updated. If time permits, we can address this campaign during your current appointment, and it will be at no
cost to you. Should you need, we can arrange for alternate transportation since this may prolong the stay of your
vehicle at service. We apologize for the inconvenience.”

Best Practice Checklist
Reservation: Did you check WebDCS for additional campaigns or recalls? Did you check for any declined
services from previous visits?
Yes
No – Please ensure all open campaign(s)/recall(s) are identified and completed by the dealership.
Also ask customer if he/she would like to have any of the previous declined services performed.
Readiness: Are the required tools in-stock/available to perform the update?
Yes
No – Ensure a functioning GDS is on-hand to complete the software update.
Reception: Did the customer provide authorization to perform repairs?
Yes
No – Customer must be consulted and provide approval before proceeding with any repairs
on their vehicle.
Did you explain to the customer the expected repair time and an expectation for a status update?
Yes
No – Customer should be given an estimated time of when his/her vehicle is completed so the
customer can plan the rest of their day away from the dealership.
Repair: Does the Technician meet the recommended training requirements (Certified level or above) to
complete this campaign?
Yes
No – Please ensure a technician with a Certified level (or higher) completes this repair.
Repair: Were the appropriate picture(s) taken as outlined in TSB 25-01-010H (or latest version)?
Yes
No – Please ensure appropriate picture(s) are taken for the dealership to be paid. See
TSB 25-01-010H (or latest version) for sample photos. Refer to the latest Warranty
Digital Documentation Policy for requirements.
Repair: Did you provide the customer an eMPI and review with him/her?
Yes
No – Service Consultant should review the MPI with the customer.
Return: Did you get the customer’s signature on all warranty lines in addition to the final RO?
Yes
No - Customer must sign the final invoice upon dealer delivery of the vehicle back to the
customer.

Customer FAQs
Q1: What is the issue?
A1: Certain Elantra hybrid (CN7 HEV), Sonata hybrid (DN8 HEV), and Tucson hybrid (NX4 HEV) vehicles that may
exhibit a warning light with DTC P1BB20 related to the vehicle’s battery management system.
Q2: What are the affected vehicles?

A2: The following vehicles are certain affected:
• 2021-23MY Elantra Hybrid (CN7 HEV) produced from 12/15/2020 – 02/13/2023
• 2020-22MY Sonata Hybrid (DN8 HEV) produced from 01/29/2020 – 03/08/2022
• 2022-24MY Tucson Hybrid (NX4 HEV) produced from 01/20/2021 – 12/18/2023
Q3: What will be done during service at the dealer?
A3: The service procedure requires updating the software of the Battery Management System (BMS) to improve
the charging logic to prevent overcharging of the batteries.
Q4: When will affected customer(s) be notified of this campaign?
A4: Customers were notified via First Class Mail in August 2024.

Contact Reference
Please see the list below for commonly referred to contacts. Thank you for your prompt attention to this
important matter and continued commitment to Hyundai customers.

Key Contact Information
Dealer Support
Parts

Contact Information
[email protected]

Description
Parts ordering hotline

1-800-545-4515
Techline

1‐800‐325‐6604

Warranty HELP Line

1‐877‐446‐2922

Vehicle Technical Support for Hyundai Dealer
Technicians
Warranty Claim questions for Hyundai Dealers

Warranty Prior Approval (PA) Center

[email protected]

Warranty Prior Approval (PA) Center for Hyundai Dealers

Xtime Technical Support

[email protected]
1‐866‐984‐6355

Assistance with Car Care Scheduling:
• Appointment / Shop Capacity Management / Campaign
Integration / Operation Codes

[email protected]

Assistance with Car Care Scheduling:

AutoLoop Technical Support

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1-877-850-2010

CDK Technical Support

Appointment / Shop Capacity Management / Campaign
Integration / Operation Codes

https://serviceconnect.support.cdk.com/ Assistance with Car Care Scheduling:

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Customer Support

Appointment / Shop Capacity Management / Campaign
Integration / Operation Codes

Contact Information

Description

Hyundai Customer Care Center
(Recall /Campaign Questions)

1‐855‐671‐3059

Customer questions or concerns related to recall or service
campaigns

Hyundai Recall /Campaign Website

www.hyundaiusa.com/recall

Updated information related to the specific recall or service
campaign

Hyundai Customer Care
Center(GeneralQuestions)

1‐800‐633‐5151

Hyundai Roadside Assistance

1-800-243-7766

Customers general questions, non‐campaign related
Hyundai Roadside Assistance
Key Reference Information

Name
Campaign Central

Source
Consolidated repository of recall and service campaign dealer best practices. Located on the service tab
homepage in www.HyundaiDealer.com

Car Care Scheduling (Xtime) - Tutorials www.HyundaiDealer.com > Service > Dealer Resources > DocumentsLibrary > Car Care Scheduling
Car Care Scheduling (Xtime) - Recall
Appointment Notification

Parts – Campaign Parts Management
(CPM) Procedure
Service Rental Car (SRC) Program

1.
2.
3.
4.
5.

Log into Xtime
Under the menu at the top left, select ‘CONFIGURE’
Under the dealership tab, click “EMAIL COMMUNICATION”
Slide the toggle to “ADVANCED”
Populate as many e-mails as desired in the “PARTS DESK EMAIL FIELD”

As applicable; www.HyundaiDealer.com > Parts > Documents Library > Campaign Parts Management
SRC Documentation: www.HyundaiDealer.com > Service tab > Documents Library > Service Rental Car
TSD: www.HyundaiDealer.com > Service tab > SRC Fleet Mgmt Software
Insurance: www.HyundaiDealer.com > Service tab > SRC Insurance

Technical Service Bulletin (TSB)

www.HyundaiDealer.com > Service tab > Hyundai Tech Info

Uncompleted Campaign VIN Listing

A listing of vehicles is located on WEBDCS > SERVICE tab > select UNCOMPLETED CAMPAIGN VIN LISTING
– Dealer Stock (New, SRC, CPO, etc.) and Retailed.

Recall Campaign Website

www.hyundaiusa.com/recall

NHTSA Website

www.safercar.gov

Appendix
Document Topic
• Technical Service Bulletin (TSB) 24-01-054H Now Available

Date
07/08/2024