SERVICE ACTION

Subject:

Global Service Action
Number: H419

Publication No.: H419

InControl Touch Pro Wired Update

Model: F-TYPE (X152)
Model Year: 2018 - 2019
Model: XF (X260)
Model Year: 2016 - 2019
Model: XJ Range (X351)
Model Year: 2016 - 2019
Model: E-PACE (X540)
Model Year: 2018 - 2019
Model: I-PACE (X590)
Model Year: 2019
Model: XE (X760)
Model Year: 2017 - 2019
Model: F-PACE (X761)
Model Year: 2017 - 2019
Date of Issue: 06 February 2025
Expiry Date: 06 February 2026

To:

Jaguar Land Rover North America, LLC.

For the
Attention of:

The approved JLR retailer / authorized repairer.

Important:

NOTE: The information in this campaign is intended for use by professional technicians. If you are not a JLR retailer /
authorized repairer, do not assume that a condition described affects a specific vehicle. Contact an authorized JLR
retailer / authorized repairer to determine if this campaign applies to a specific vehicle.
This campaign has been issued to provide the relevant repair instructions, parts and warranty information. This
campaign is valid for one year only. Repairs must be completed prior to the expiry date at the top of this campaign.

FOR THE ATTENTION OF ALL:
DESCRIPTION OF ISSUE
This Customer Satisfaction Program is being made available as a benefit under a Class Action settlement agreement, to certain
vehicle owners, who own or lease a Settlement Class vehicle that requires a wired software update to the Infotainment system to
enable future Software Over The Air (SOTA) updates.
A potential concern has been identified on specific vehicles within the above vehicle range.
Customers with pre-18B InControl© Touch Pro versions are unable to receive the latest infotainment updates over the air. The latest
version (22A) provides a significant number of bug fixes over pre-18B and will provide customers with the smartphone pack and
provision of SOTA through Infotainment Master Controller (IMC) WiFi, where conventional vehicle WiFi hardware has not been
installed.
Smart Phone pack is not compatible with Jaguar XJ prior to 18 model year and Jaguar F-TYPE prior to 19 model year.
ACTION TO BE TAKEN
At the next opportunity, you are requested to repair the vehicle.
Check the JLR Warranty Portal to make sure affected vehicles are correctly identified prior to starting this campaign. The Warranty
Portal will be updated to reflect only those vehicles affected.
JLR retailers / authorized repairers are reminded that they must not sell vehicles identified as affected by this campaign until such
time as the repair has been successfully completed.
FOR THE ATTENTION OF NORTH AMERICAN TERRITORIES ONLY:

Visit the British Brands Sales Suite (BBSS) website for a list of affected vehicles at your JLR retailer / authorized repairer. Unsold
vehicles must be repaired prior to handover of the vehicle for retail sale.

Yours faithfully
Steve Oldham
Global Customer Care Quality Director

SERVICE INSTRUCTION

- H419
Parts Information
NOTE:
If a new Infotainment Master Controller (IMC) is required, claim as part of the 'Related Damage Process'.

SROs
Description
IMC software update

SRO

Time

85.87.20 0.5

IMC software update with Rear Seat Entertainment (RSE) 85.87.21 1.0
Software Over The Air (SOTA) - Connection

85.87.99 0.1

Drive in / drive out

10.10.10 0.2

NOTE:
Repair procedures are under constant review, and therefore times are subject to change; those quoted here must be taken as guidance only. Always refer to
TOPIx to obtain the latest repair time.

Warranty Information
Warranty claims should be submitted quoting program code H419 with the relevant option code from the table below. As option codes are used there is no requirement
for you to enter SROs or parts, these are included for information only.
Program Code Option

Description

SRO

Time

H419

A

IMC software update
SOTA - Connection

85.87.20 0.5
85.87.99 0.1

H419

B

IMC software update
SOTA - Connection
Drive in / drive out

85.87.20 0.5
85.87.99 0.1
10.10.10 0.2

H419

C

IMC software update with RSE 85.87.21 1.0
SOTA - Connection
85.87.99 0.1

H419

D

IMC software update with RSE 85.87.21 1.0
SOTA - Connection
85.87.99 0.1
Drive in / drive out
10.10.10 0.2

NOTE:
The option that contains the drive in/drive out allowance may only be claimed when the vehicle has been brought back into the workshop for this action alone to
be undertaken.
Warranty claims should be submitted in accordance with the current JLR Global Warranty Manual, and its amendments, unless stated otherwise in this campaign.

Related Damage Process
NOTE:
If there is a requirement to claim for related / consequential damage, refer to the related instruction that can be found in TOPIx (in the Search box, search for
'Related Damage Claim' and open the related bulletin link).
Table of Contents
REMOVAL AND INSTALLATION: Diagnostic Instruction A - USING TOPIx CLOUD DIAGNOSTICS
REMOVAL AND INSTALLATION: Troubleshooting
REMOVAL AND INSTALLATION: Diagnostic Instruction B - USING SDD
REMOVAL AND INSTALLATION: Troubleshooting
REMOVAL AND INSTALLATION: Diagnostic Instruction C

DIAGNOSTIC INSTRUCTION A - USING TOPIX CLOUD DIAGNOSTICS
NOTES:
This action will result in the navigation journey Estimated Time of Arrival (ETA) share contacts being deleted from the system. You must inform
customers that any contacts previously stored in the navigation system (not phone contacts) will need to be entered again upon completion.
This procedure will require the use of the JLR approved Universal Serial Bus (USB) memory device DTSE9G2/32GB. The device can be obtained
from the following website: https://jlrequipment.service-solutions.com/en-GB/Pages/ItemDetail.aspx?SKU=JLR-NGI-32GB.
The latest NDU and NGI files MUST be downloaded from the TOPIx Links page and saved to the JLR approved diagnostic equipment before starting
the update.

1. Connect the JLR approved diagnostic equipment and the JLR approved battery
support unit.
2.
NOTE:
Only complete this step if the vehicle is in transit mode.
Select the link to disable transit mode.
3.
NOTE:
Only complete this step if the vehicle is in transit mode.
Select the link to disable transit mode.
4. Select the link to complete the application 5. Follow all on-screen instructions to complete the task.
6. Delete all paired Bluetooth® devices:
Select the 'phone' on the vehicle Touchscreen.
Select 'Settings'.
Select 'Bluetooth® Settings'.
Select 'Forget all devices'.
'All Devices Forgotten' will be displayed when completed.

7. Delete Customizable Home Page (CHP):
Swipe across to the first CHP on the vehicle Touchscreen.
Press and hold until you are in 'edit' mode.
If there is more than one CHP page scroll to the last.
There will be a 'Bin' icon in the footer.
The first Home Page created will not have this 'Bin' option, it requires the
user to delete everything one by one.

8. Select the 'Settings' icon on the vehicle Touchscreen:
Select 'All settings'.
Select 'Features'.
Scroll down and select 'Live'.
Select 'Delete Live'.
Select 'Yes'.

9. If the vehicle has 'navigation journey ETA share contacts setup', the contacts will need
to be deleted:
Select the 'Navigation' function.
Select the 'Settings' button.
Select 'Navigation Settings'.
Select the 'Settings' button.
Select 'Navigation Settings'.
Select 'Edit profile'.
Scroll down and select 'Contacts'.
Select the 'Edit' button displayed in line with the contact screen title.
Select 'Check all'.
Select 'Delete'.
Confirm 'Delete Action'.

10.
NOTE:
If required.
Select the link to enable transit mode.
11.
NOTE:
If required.
Select the link to enable transit mode.
12. Disconnect the JLR approved diagnostic equipment and the JLR approved battery
support unit.
13. Turn 'OFF' the vehicle for a minimum of 10 minutes, to allow the vehicle modules to
shut down.
14. Continue to Service Instruction C.

TROUBLESHOOTING
CAUTIONS:
If the vehicle software level is at a lower level than 17C the vehicle's speech database will need to be updated for the speech system to continue
working. This is done after the main software update has completed by running the separate 'Update Speech Database' application from ECU
functions and following the on-screen instructions.
If the vehicle software level is at a lower level than 17C then this software update enables a new InControl© Touch Pro feature - Voice control of the
navigation system. In order to utilize this feature, the vehicle owner will need to update their navigation maps to the latest version. Specific
information on how to do this can be found in the Owner's Handbook. If the maps are already at the latest level the customer will have to wait until
the next map update is available to activate this feature.
In the event that an error is experienced during the software update process, the strategy implemented in the JLR approved diagnostic equipment can identify this error.
If an error is displayed, refer to the table below and complete the appropriate action:
Error

First Action

'JLR approved USB memory device not found in the vehicle' error message will
be displayed. This error message will be displayed: The JLR approved
diagnostic equipment will prompt the user to swap the JLR approved USB
memory device to the adjacent USB port in the event that the module is unable
to read the JLR approved USB memory device. When this action is completed
and the green tick selected, the module will attempt to continue the application
using the adjacent USB port.

In the event that this error is
displayed, follow all on-screen
instructions to exit the
application.
Complete a battery hard reset.
Complete the Configure
existing InControl© Touch Pro
application again using the
JLR approved USB memory
device.

Module recovery in progress (30 minute process). The software download has
failed and the module is recovering to the previous level.

Do not touch the vehicle.

Second Action
If the error is displayed again,
further inspection will be required
to determine if it is a JLR approved
USB memory device concern or a
vehicle concern. Potential
concerns:
Non JLR approved USB memory
device.
Faulty JLR approved USB memory
device.
Vehicle concern between module
and USB port (USB hub, connector
or cabling issue).
-

Error

First Action

Second Action

Allow the recovery process to
complete fully.
Follow all on-screen
instructions to exit the
application.
Retry the 'Update - InControl©
Touch Pro' application again.
The software download fails with ‘No response from ECU’ message during
update.

Retry the 'Update - InControl©
Touch Pro' application again.

In the event that this error is displayed,
follow all on-screen instructions to exit the
application. Submit a Technical Assistance
(TA) request.

Software download fails and the Radio / Volume control is not working.

In the event that this error is
displayed, follow all on-screen
instructions to exit the
application. Submit a TA
request.

-

'Failed to communicate with ECU' is displayed by Pathfinder to the user.
Pathfinder will not allow the IMC or IMC application to continue as the update
fails due to a Data IDentifier (DID) response concern.

In the event that this error is
displayed, follow all on-screen
instructions to exit the
application. Submit a TA
request.

-

InControl© Touch Pro system constantly restarting - The system will constantly
start, shut down and restart before an InControl© Touch Pro Software Update.

Retry the 'Update - InControl©
Touch Pro' application again.

Submit a TA detailing the concern.
Select 'IMC update - 01 - 'General
Failure' as the symptom.
Put ‘NGI_REBOOT’ in the first line
of ‘Detailed Diagnostics’.