Inspection And Verification

CAUTION: Diagnosis by substitution from a donor vehicle is NOT acceptable. Substitution of control modules does not guarantee confirmation of a fault, and may also cause additional faults in the vehicle being tested and/or the donor vehicle

Verify customer concern.

Visually inspect for obvious signs of damage and system integrity.

VISUAL INSPECTION

MECHANICAL	ELECTRICAL
Switches Antenna SIM card SIM card reader	Fuses Electrical harnesses Harness connectors Battery condition, state of charge

If an obvious cause for an observed or reported concern is found, correct the cause (if possible) before proceeding to the next step.
If the cause is not visually evident check the system for any set diagnostic trouble codes (DTCs) and proceed to the DTC index.
Check JLR claims submission system for open campaigns. Refer to the corresponding bulletins and SSMs which may be valid for the specific customer complaint and complete the recommendations as required.

Telematics system diagnosis Do's and Do nots

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

DO:

Make sure 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.

DO NOT:

Use a telematic control module from another vehicle during diagnosis and troubleshooting. This causes severe issues within the off-board database.
Replace the telematic 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.

Telematic control module replacement

A telematic control module replacement should only be completed after all other troubleshooting and diagnosis steps have been taken (including raising a TA for further assistance) AND has been approved by Retailer Technical Services. You should not perform a telematic control module replacement in the hope it will resolve a concern that you cannot diagnose. During the "TCU Replacement Routine", essential information relating to the new unit is sent to the Jaguar Land Rover off-board database, therefore it is crucial that the telematic control module replacement routine is ran in full.

Physically fit the telematic control module as instructed in the service information.
Make sure the Jaguar Land Rover approved diagnostic equipment has been updated to the latest version.
Do not use a "dongle" or an older version of the Jaguar Land Rover approved diagnostic equipment.
Run the "TCU Replacement Routine" through the Jaguar Land Rover approved diagnostic equipment in an area with good signal.
Using Software Over The Air (SOTA), inspect to see if the TCU is at the latest software level, if an update is found, continue to update using SOTA .

NOTE: The Information Center Module (ICM) must be at least version 20A in order to update using SOTA

Raising a telematics related Technical Assistance (TA) - Minimum standards

When raising a Technical Assistance (TA), it is essential that as much information as possible is captured and documented on the TA. This will save valuable time when the relevant teams investigate. You should aim to provide:

The time and date the concern was first experienced.
The time and date of all Jaguar Land Rover approved diagnostic equipment routines that have been ran.
The time and date of all manual actions performed, for example long bCall press, smartphone app login etc.
The timestamp of "Last vehicle contact" - This is obtained from the bottom of the home screen in the smartphone app.
In the situation where a telematic control module replacement has been completed, should provide the serial number of the old module and the serial number of the new module as well as the time, date and the outcome of the telematic control module "Replacement Routine".
Confirmation of any DTC's that have been recorded and if these have been resolved and/or cleared.
The current illumination status of both the eCall and bCall buttons.
A screenshot or an exact text copy of any error messages shown in the smartphone app
Attach the latest session file