"SOS - Service not activated" Message In The Instrument Cluster After Software Update Of HERMES N112/9 In Gray Import Vehicles
Topic number

LI82.85-P-079271

Version

1

Function group

82.85 - Navigation and Communication systems

Date

5/22/25

Validity

Vehicles with HERMES communications module (code
360, 362 or 364).

Reason for change

New version of "How-to request adding...."

Complaint
After a software update of HERMES communication module N112/9 has been performed on a gray import vehicle, the
message "SOS - Service not activated" is displayed in the instrument cluster.

Attachments
File

Description

SOS - Service Not Activated.PNG

Cause
The message "SOS - Service not activated" tells the customer that "over-the-air" registration of the vehicle with the
Mercedes Intelligent Cloud is not possible.
On a gray import vehicle, this is due to the fact that the SIM card installed in the HERMES communications module
cannot dial into the mobile phone network in the importing country.

Remedy
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The only way of avoiding the message in the instrument cluster is to deactivate the HERMES module using the 09o
deactivation process after obtaining the customer's consent.
After deactivation, the HERMES control unit (N112/9) has the operating status "Inoperative". The message "SOS not
ready" appears in the audio/COMAND display (A40/8) and may also appear in the instrument cluster.
This display message tells the customer that the emergency call function is not available.
In addition, the workshop must attach a label (2 x part number A9078172900 required) to the cover of the emergency
call button in the overhead control panel and to the emergency call button itself.
Replacing the hardware of the HERMES communication module is not effective.

Attachments
File

Description

SI82.85-P-0034B e.pdf
2017-11-29 Deactivation communication module HERMES customer declaration English V2.0.pdf
HERMES-Deactivation_ pictures of sticker.PNG

How to request adding Code 09o via XSF v2.pdf

Disclaimer
NOTE: The information contained in this document is intended for use by trained, professional technicians with the
knowledge to properly and safely perform diagnosis and repairs on Mercedes-Benz vehicles, using Mercedes-Benz
approved tools and equipment. It informs service technicians about conditions that could occur in certain vehicles and
provides information that could assist in proper vehicle diagnosis, service, or repair. It does not indicate that a defect
is present in any vehicle referenced in this document nor does it imply warranty coverage. DO NOT assume that a
symptom or condition, or a described cause of a symptom or condition, affects any particular vehicle or groups of vehicles, or that a described repair applies to any particular vehicle or groups of vehicles. There can be multiple causes
resulting in the same or similar symptoms or conditions described in this document, and trained professional service
technicians must use their diagnostic skills to make evaluations on a case-by-case basis. The information contained
in this document does not guarantee warranty coverage nor does it extend the vehicle’s warranty in any way.

Symptoms
Communication/information > Communication > Internet/email > Internet services > Service unavailable
Communication/information > Telematics service > Activation/deactivation > No connection possible
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Communication/information > Telematics service > Emergency call > Warning message in instrument cluster

Operation numbers/damage codes
Op. no.

Operation text

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Time

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Damage
code

Note

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