BMW Assist(R) - GPS Location Inaccurate or Unknown
SI B 84 13 07Communication Systems
July 2007
Technical Service
SUBJECT
BMW Assist Location (GPS) Unknown or Inaccurate, When Placing a BMW Assist Call
MODEL
E60, E61 (5 Series)
E63, E64 (6 Series)
E65, E66 (7 Series) from 3/05 production
E70 (X5) vehicles equipped with ZPP (Premium Package) or SA639 (BMW Assist)
E90, E91, E92, E93 (3 Series) vehicles equipped with ZPP (Premium Package) or SA639 (BMW Assist)
SITUATION
When making a BMW Assist call the BMW Assist Call Center receives the VIN information but does NOT receive vehicle location information.
PROCEDURE
1. Ask the customer for more detailed information:
^ Does the problem only occur at a specific location? Attempt to duplicate the problem at the location where the customer stated the problem occurred. If the problem is location specific, proceed to step 7.
^ Was the BMW Assist Call Center representative able to perform a retransmit to obtain the location of the vehicle?
2. Check the BMW Assist contract expiration date and the TCU activation status on DCSnet under Service/Vehicle History Inquiry. Refer to Aftersales bulletin B02 01 06 (Updated DCSnet Vehicle History Inquiry information on BMW Assist) for more information.
^ If the customer's contract has expired, no further action is required. Explain to the customer that they must be a subscriber to BMW Assist.
^ If the customer's account is still active, proceed to step 2.
3. Verify the complaint by placing a test call (press the SOS button or via the i-Drive in the BMW Assist menu). Verify the BMW Assist Response Center received the correct VIN/MIN/MDN and location of the vehicle.
- If the BMW Assist Call Center received vehicle information (VIN/MIN/MDN) but no location information, go to step 3.
- If the BMW Assist Response Center received no information, refer to SI B84 12 07 (Voice Only Call, No Data Transmitted When Placing a BMW Assist Call).
4. Perform a short test using the DISplus or GT1. Are there any GPS circuit related faults?
^ No, proceed to step 4.
^ Yes, follow the associated test modules.
5. With the vehicle outside and a clear line of sight, using the DISplus or GT1, check to see if the TCU has 3D positioning (3 or more Satellites).
^ Note: Check via "Diagnosis" in "Control Unit Functions"
6. On vehicles equipped with a navigation system, the vehicle location is a bus message from the Navigation computer. E.g. CCC or NAV. Check to make sure a map disk is installed in the drive.
7. If a specific area is identified as a problem:
^ Review the attachment to SI B84 15 03 named "B841503Centers_Outside_of_Verizon_Coverage". If the area where the customer complaint falls within an area outside of wireless network provider's coverage, explain to the customer that this is a restriction in the wireless network and there is nothing wrong with their vehicle.
The following disclaimer was extracted from the BMW Assist subscriber agreement. "GPS and underlying wireless services must be available and functioning; vehicle ignition must be turned on (except for stolen vehicle recovery services), battery charged and connected and vehicle's electrical system operational; services may be limited to certain geographic areas."
^ If the area is not listed as an out of network area, create a PuMA case with detailed information about the specific location where the problem occurs. The city, state, road and a cross street where the problem occurs is required.
8. If step four does not resolve the concern, plug in a known good GPS antenna per SI B01 10 06 (Part Swapping for Diagnostic or Programming Purposes Only) and check to see how many satellites the TCU is seeing.
9. If the connections are good and the GPS antenna does not resolve the concern, the TCU should be replaced. Refer to TCU replacement procedure outlined in this bulletin.
GPS ANTENNA CIRCUIT DIAGNOSTIC TIPS:
1. Blue FAKRA connector at the TCU goes to the GPS antenna.
2. Check the blue FAKRA connection at the shark fin antenna.
3. Check the GPS antenna cable with an ohm meter.
^ Disconnect the coax cable from the GPS antenna and from the TCU.
^ Check the coax cable core from end to end. You should have approximately 0 ohms of resistance.
^ Check the coax cable core to the shield. The ohm meter should display high resistance / open circuit.
^ If the desired reading are not obtained the coax cable must be replaced.
^ Reconnect the coax cable.
4. With the vehicle outside and a clear line of sight, using the GT-1 check via "Diagnosis" in "Control Unit Functions" if the TCU has 3-D positioning (3 or more Satellites).
TCU REPLACEMENT PROCEDURE
1. Refer to SI B84 23 05 (Enhanced Support for BMW Assist Telematics Control Unit (TCU) with Bluetooth & CPT9000 Phone Systems) prior to replacing the TCU.
2. Refer to TIS (RA 84 11...) for the TCU replacement procedure.
3. Before installing the new TCU, remove one copy of the Electronic Serial Number (ESN) label and place it on the repair order for reference during warranty claim entry. You will be asked for the new TCU "ESN" when submitting a claim via DCSnet. Refer to SI B01 10 05 for more details.
4. The second ESN label of the TCU should be affixed over the existing label in the Owner's Manual insert (P/N 01 49 0 157 963).
5. Complete the TCU installation
6. Using Progman V26.01.00 or higher, program complete vehicle. Refer to SI B09 05 01 "Coding, Individualization and Programming", Procedure A.
7. Test the BMW Assist as outlined in the Testing of BMW Assist Services section of this bulletin.
TESTING OF BMW ASSIST SERVICES
Test the BMW Assist service for proper operation by placing a test call (press the SOS button or via the i-Drive in the BMW Assist menu). Make sure the BMW Assist Response Center has received the correct MIN/MDN, VIN and location of the vehicle. Have the representative update their records as needed.
Roadside Assistance call
^ Go back to the Main menu by pressing the "Menu" button.
^ Select the "Communications" menu.
^ Select "BMW Assist".
^ Select "Roadside Assistance" and then select "start service".
^ Once connection is established, speak to the representative, identify yourself and tell the representative, "This is a BMW test call".
^ Verify that the correct MIN/MDN/VIN and location of the vehicle have been transmitted to the representative. Verify that the audio to and from the representative is O.K. (You can hear the representative and the representative can hear you). Once this is verified, ask the representative to end the call. Do not turn off or leave the car until the message "End call successful" appears.
"SOS" call
^ Press the "SOS" button in the overhead console to place a test emergency call.
^ Once the connection is established, please identify yourself and tell the representative "This is a BMW test call." Verify that the correct MIN/MDN/VIN and location of the vehicle have been transmitted to the representative. Verify that the audio to and from the representative is O.K. (You can hear the representative and the representative can hear you). Once this is verified, ask the representative to end the call. Do not turn off or leave the car until the message "End call successful" appears.
^ Do not press the "SOS" button and leave the vehicle, since local emergency services will be dispatched if voice communication is not established. If no voice communication is established, call BMW Assist Customer Care immediately to cancel the dispatch.
WARRANTY INFORMATION
Covered under the terms of the BMW New Vehicle Limited Warranty.
Please refer to the latest KSD for all applicable labor operations and allowances.
If the appropriate labor operation is not contained in KSD, then a work time labor operation should be
used.
Defect Code 84 11 02 18 00
Disclaimer