Telematics system diagnosis Do's and Don'ts

Below are a list of DO's and DON'Ts, which should be adhered to in conjunction with any workshop literature or manuals.

DO: 

• Ensure that all actions, routines and symptoms are recorded with the date and time, as this aids any subsequent off-board investigations.
• Capture screenshots of any concerns and/or error messages that are presented in the smartphone app or customer portal.
• Have the vehicle engine running when completing manual actions such as a long bCall press.
• Try and have the vehicle in an area of good mobile network coverage. Use a mobile phone as a comparison tool to check this.
• Repeat the "Telematics Server Check Routine" using the Jaguar Land Rover approved diagnostic equipment. Due to the variable factors that can affect the telematics system, it is advisable that any "Telematics Server Check Routines" are ran multiple times at any given troubleshooting point. Up to 5 attempts should be sufficient for the service to make viable communication attempts over the server.

DON'T 

• Use a telematics control module from another vehicle during diagnosis and troubleshooting. This causes severe issues within the off-board database.
• Replace the telematics control module in the event that you are unable to diagnose a concern. You must raise a TA for further investigation.
• Do not attempt to remove the customer's account from the vehicle if the account has been linked but they are unable to complete the activation process.
• Hand a vehicle over if the PDI process has failed, as this means that the eCall/bCall service is not activated and will not work in the event of the vehicle airbags being deployed or the eCall button being pressed.
• Hand a vehicle over before it has been registered to the new owner.