NHTSA ID Number: 11031701
Manufacturer Communication Number: ITB12-011R
TSB/Document Date: 2026-04-29
Summary
TELEMATICS SERVICE INFORMATION See ITB19-029 for models built after those listed above for a different Service Procedure. SERVICE INFORMATION The Applied Vehicles are equipped with a wireless communication device called a Telematics Communication Unit (TCU). With an active Infiniti Connection® or Infiniti InTouch Services™, the TCU communicates with the Infiniti
Data Center to provide various security and convenience services. This bulletin contains important service procedures that must be performed properly in order to set-up and maintain the telematics system for the Applied Vehicles. Ø A table has been provided on the next page that lists the model and year specific steps required to successfully configure a TCU after it has been replaced. Ø A check OFF sheet has been provided on page 21 to print and check off steps as they are performed. Please staple the completed Check OFF Sheet to the repair order.
xxxxxxxxxxxxxxxxxxx
SIM ID (ICCID)
number
Figure 18
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ITB12-011R
Intelligent Key Registration (some vehicles)
34. If needed, perform Intelligent Key registration for all customer keys.
•
The vehicles listed in this table require Intelligent Key registration.
2016-2019 Q50
2016-2018 Q50 Hybrid
2017-2019 Q60
2019 QX50
2017-2020 QX60
2017 QX60 Hybrid
2018-2019 QX80
•
Refer to the C-III plus operations manual for key registration instructions.
•
If the vehicle you are working on is not listed in the above table, key registration is not needed.
HINT: The Remote Engine Start and Stolen Vehicle Locator features (if so equipped) will not function if
Intelligent Key registration is not completed, and DTC B130C will be stored.
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ITB12-011R
Turn ON TCU
35. Make sure the vehicle is not in shipping mode (shipping mode = extended storage switch pulled OUT).
If needed, use the following steps to confirm the vehicle is not in shipping mode:
a. Make sure the ignition is OFF.
b. Open the driver’s door and leave it open.
c. Locate the interior fuse panel and remove the cover.
d. Push the white extended storage switch IN.
e. Turn the ignition ON.
f.
Turn the ignition OFF.
g. Wait at least 2 seconds, and then turn the ignition ON.
h. Make sure the extended storage warning message is not displayed in the combination
meter/display.
36. Connect the C-III plus VI to the vehicle.
37. Set the parking brake and confirm the ignition is ON.
38. Launch C-III plus on the CONSULT PC.
39. Select Diagnosis (One System).
Figure 19
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ITB12-011R
40. Select TELEMATICS.
Figure 20
41. Select Work Support.
Figure 21
42. Select TCU ACTIVATE SETTING.
43. Select Start.
Figure 22
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ITB12-011R
44. Select Start again.
Figure 23
45. Select On to turn ON the TCU.
On
46. Make sure Current status is On.
47. Select END.
Figure 24
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ITB12-011R
TCU Registration
The following items must first be completed before calling Infiniti Customer Care (SXM), or services
may not function properly:
•
New / replacement TCU is installed in the vehicle.
•
WRITE VIN (SAVED DATA) has been completed.
•
If needed, Manual TCU Configuration has been performed.
•
If needed, all customer Intelligent Keys have been registered.
•
The TCU is turned ON.
•
SIM ID (ICCID) number for the original and replacement TCU is written on the repair order.
•
IMEI number for original and replacement TCU is written on the repair order.
48. Call Infiniti Customer Care at 1-800-334-7858. Listen for additional applicable prompts. Hours of operation
are listed below.
During this call:
•
You will be asked for your name, dealership name, and all of the information collected.
•
The agent will unregister the original TCU and register the replacement TCU. If needed, the agent will
call back to confirm TCU registration has completed.
•
The vehicle may need to be moved outside if the cellular connection is not strong enough. See Check
TCU Cellular Reception on page 18.
HINT:
•
The agent will ask for the SIM ID (ICCID) number of the original and the replacement TCU. If
necessary, they may ask for the IMEI number as a backup.
•
The TCU will not be able to communicate with the Infiniti Data Center if step 48 is not completed.
•
After registration, it may take up to 48 hours for services to be functional.
•
TCU registration does not enroll the customer in Infiniti Connection® or Infiniti InTouch Services™.
Infiniti Customer Care (1-800-334-7858) – Hours of Operation (Central Time Zone)
Monday – Friday: 7AM – 10PM
Saturday: 8AM – 5PM
Special Holiday Hours:
Closed Thanksgiving, Christmas, and New Year’s Day
Christmas Eve: 7AM – 7PM
New Year’s Eve: 7AM – 7PM
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ITB12-011R
Check TCU Cellular Reception
49. Select Diagnosis (One System) and then TELEMATICS.
50. Select Data Monitor and then Cellular level.
51. Select START.
Figure 25
52. Check the Cellular level and confirm that it is “GOOD”.
53. If the Cellular level is “MARGINAL” or “LOW”, move the vehicle to an area with a good signal.
HINT: The Cellular level constantly updates. Safely relocate the vehicle until a “GOOD” Cellular level is
received.
Figure 26
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ITB12-011R
54. Press the NAVI or DEST button.
Figure 27
Figure 28
EXAMPLE
55. Select Infiniti Connection, Infiniti InTouch Services,
or Destination Menu.
HINT: If none of the above options are displayed,
proceed to step 56.
Figure 29
EXAMPLE
56. Select Connected Search.
Figure 30
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ITB12-011R
57. Enter a POI (Point of Interest) location, and select “OK” or “Search”.
Example: “Starbucks”
EXAMPLE
Figure 31
58. Confirm the POI location displays.
EXAMPLE
Figure 32
59. If the “Connected Search” does not complete successfully:
•
If TCU registration with SXM has just been performed, please allow up to 48 hours and try again.
•
For an unsold vehicle, call Infiniti Customer Care at 1-800-334-7858.
•
If the vehicle has been sold, the customer will need to be enrolled in Infiniti Connection® or Infiniti
InTouch Services™ for the SOS light to be illuminated and for Infiniti Connection® or Infiniti InTouch
Services™ to be enabled. Refer to SOS Light Diagnosis Information on page 23.
60. Turn the ignition OFF.
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ITB12-011R
CHECK OFF SHEET
IMPORTANT:
• If all of the steps below are not completed, telematics services will not operate properly.
•
Follow all of the steps in this bulletin and use the Check OFF Sheet provided below.
•
If the TCU is replaced and the steps were not followed, the warranty claim will be charged back to the
dealer.
•
Please staple the completed Check OFF Sheet to repair order.
Perform the following if TCU the has been replaced:
•
Complete the Applied Vehicle-specific Action in the order listed.
•
Check OFF the Action as performed.
CHECK BOX
1
APPLIED VEHICLES
All Vehicles
2016-2018 Q50 *
2016-2018 Q50 Hybrid *
2018-2019 Q70
2018
Q70 Hybrid
2
2017-2018 Q60
2017-2019 QX30
2019 QX50
2018-2019 QX80
2016-2019 Q50
2016-2018 Q50 Hybrid
2017-2019 Q60
3
2019 QX50
2017-2020 QX60
2017 QX60 Hybrid
2018-2019 QX80
2019 Q50
2019 Q60
2019 Q70
4
2019 QX50
2018-2020 QX60
2018-2019 QX80
2019 Q50
2019 Q60
2019 Q70
5
2019 QX50
2018-2020 QX60
2018-2019 QX80
(1) Refer to page 8, step 17, Section Write VIN to TCU
(2) Refer to page 9, section Configure TCU
(3) Refer to page 13, step 34, Section Intelligent Key Registration
(4) Refer to page 14, section Turn ON TCU
(5) Refer to page 17, section TCU Registration
* Model year 2018 vehicles with TCU ID that begins with "2047"
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ACTION
Write VIN to TCU
(1)
Configure TCU
(2)
Register Intelligent Key
(3)
Turn ON TCU
(4)
Register TCU with SXM
(5)
ITB12-011R
Manually Enter VIN Data (if needed)
This is needed ONLY if automatic “SAVE VIN DATA” or “WRITE VIN (SAVED DATA)” did not complete
correctly.
1. Select WRITE VIN (MANUAL INPUT).
2. Select Start.
Figure 1a
3. Enter the VIN.
a) Touch the VIN (1ST TIME) input
field and type in the VIN.
b) Touch the VIN (2ND TIME) input
field and type in the VIN again.
XXXXXXXXXXXXXXXXX
4. Select Start.
XXXXXXXXXXXXXXXXX
XXXXXXXXXXXXXXXXX
Figure 2a
5. Select End.
Return to step 21 on page 9.
Figure 3a
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ITB12-011R
SOS Light Diagnosis Information (if needed)
Light not
illuminated
HINT: Dealer Demo Mode will expire after 2 months from the vehicle build date.
All services will be disabled, including the SOS light. Do NOT replace the TCU.
Perform the steps below if the SOS light is not illuminated.
1. With the vehicle in an area of known good cellular reception, use C-III
plus to confirm the TCU is turned ON.
Figure 4a
2. Go to https://admin.owners.infinitiusa.com/iowners/vinlookup/dealerVinLookup.
3. Enter the VIN.
Vehicle is shown as not enrolled:
•
The customer is not enrolled in Infiniti Connection® or Infiniti InTouch Services™. Have the
customer enroll and then confirm the SOS light illuminates.
HINT: It may take up to 48 hours for the services to be activated and the SOS light to illuminate
after enrollment is completed.
“VIN not found” displays:
•
The vehicle needs to be registered in the Infiniti Owner Portal and enrolled in Infiniti Connection® or
Infiniti InTouch Services™. Have the customer register and enroll; and then confirm the SOS light
illuminates.
HINT: It may take up to 48 hours for the services to be activated and the SOS light to illuminate
after enrollment is completed.
Vehicle is shown as enrolled:
•
Confirm the customer’s Infiniti Connection® or Infiniti InTouch Services™ subscription.
The customer can find this information three ways:
Ø Log into to the Infiniti InTouch Services™ portal and locate "Manage Subscription" on the first
page.
Ø Log into the Infiniti InTouch Services™ mobile app and go to "Vehicle Information" >
"Package Info".
Ø Call Infiniti Customer Care at 1-800-334-7858.
If the customer is enrolled in the Premium or Premium Plus Package, call TECH LINE for
diagnosis.
If the customer is enrolled in the Select Package, the SOS light is not intended to illuminate. No
further action is needed.
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ITB12-011R
AMENDMENT HISTORY
PUBLISHED DATE
REFERENCE
DESCRIPTION
March 12, 2012
ITB12-011
Original bulletin published.
May 30, 2012
ITB12-011a
Steps 7 and 8 revised.
September 4, 2012
ITB12-011b
APPLIED VEHICLES section revised.
September 23, 2013
ITB12-011c
APPLIED VEHICLES section revised.
January 5, 2015
ITB12-011d
APPLIED VEHICLES section revised, and a statement
added to page 1.
May 11, 2016
ITB12-011e
Changes made throughout.
August 19, 2016
ITB12-011f
Information for 2017 QX30 vehicles added.
October 20, 2016
ITB12-011g
Information for 2017 Q50, Q60, Q70, QX60, and QX80
vehicles added.
September 28, 2017
ITB12-011h
Information for several 2018 vehicles added.
November 14, 2017
ITB12-011i
Changes made throughout.
January 4, 2018
ITB12-011j
Changes made to page 15.
March 7, 2018
ITB12-011k
Changes made throughout.
September 11, 2018
ITB12-011l
Required Actions by Model and Year table added to page
2, Check OFF Sheet added to page 21, and information
reorganized throughout.
January 24, 2019
ITB12-011m
Information for several 2019 vehicles added.
June 24, 2019
ITB12-011n
Added information to pages 2, 9, 11 and 21 for 20172018 Q60 TCU configuration.
October 8, 2019
ITB12-011o
2020 QX60 added.
March 10, 2021
ITB12-011P
Classification number updated.
January 22, 2024
ITB12-011Q
APPLIED VEHICLES updated, steps 12 and 13 added,
and other changes made throughout
March 30, 2026
ITB12-011R
“SIM ID” replaced with “SIM ID (ICCID)” in multiple
locations throughout; step 2 (page 23) revised
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ITB12-011R
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Replacement Service Bulletin Number:
MFR Communication Date: 2026-03-30
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