Audi Connect Issues

[19_hole]

Has anyone had issues with AudiConnect in a new car lately? I picked my RS6 up last week and I can't sign in to Audi Connect. The connection LED is flashing red and there isn't even an MMI menu item to sign in to the system. The dealer says that it could take up to a few weeks before the car is "seen" by the satellite system and enable the sign in menu. AudiConnect tech support says that the sign in is in the MyAudi app. The MyAudi app says to complete the setup by singing in to AudiConnect in the car.....

[macnewbie]

Has anyone had issues with AudiConnect in a new car lately? I picked my RS6 up last week and I can't sign in to Audi Connect. The connection LED is flashing red and there isn't even an MMI menu item to sign in to the system. The dealer says that it could take up to a few weeks before the car is "seen" by the satellite system and enable the sign in menu. AudiConnect tech support says that the sign in is in the MyAudi app. The MyAudi app says to complete the setup by singing in to AudiConnect in the car.....

When you say you cannot sign in, does the login attempt fail? Or can you not find where to enter your credentials?

[Khalizzel]

I have a similar issue. It won’t let me set the key user with the code that was provided. It just says error failed to set key user. Tech support says login to the myAudi app which tells me to set the key user. Same run around but it’s not working. Annoying as hell


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[Khalizzel]

I have a similar issue. It won’t let me set the key user with the code that was provided. It just says error failed to set key user. Tech support says login to the myAudi app which tells me to set the key user. Same run around but it’s not working. Annoying as hell


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Which means I can’t sign in to audi connect bc I’m not the key user


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[macnewbie]

Couple of tips

1. Your my audi address must be set to your address EXACTLY like UPS would enter it.

2. When you enter your email to login as the key user, it is case sensitive. M login s jxxxxx fails but Jxxxxx works.

[ehb704]

Has anyone had issues with AudiConnect in a new car lately? I picked my RS6 up last week and I can't sign in to Audi Connect. The connection LED is flashing red and there isn't even an MMI menu item to sign in to the system. The dealer says that it could take up to a few weeks before the car is "seen" by the satellite system and enable the sign in menu. AudiConnect tech support says that the sign in is in the MyAudi app. The MyAudi app says to complete the setup by singing in to AudiConnect in the car.....

Welcome to the club. I have the same problem. My dealer has tried numerous times to get an answer from Audi to no avail. We actually got to the MMI login through the MMI but that was as far as we got.

[monugs]

I had similar issues getting Audi Connect setup. Ultimately, I had to do the following with the help of the dealer to get it working:
1) Have the dealer open up a help ticket with Audi Connect Services. It took several weeks to get a response, unfortunately.
2) Have them completely remove the vehicle from your account and re-add it.
3) Sign out of the app and the vehicle (assuming you made it that far)
4) Sign back into app and refollow prompts, which include signing back into the MMI. I believe this need to be done within 48-72 hours of the initial activation by Audi.

Mine has been working okay ever since. Good luck.

[FBAnder]

Unfortunate to see Audi's cloud ecosystem still stinks. I am scared for models with even more cloud integration. "Sorry, your subscription for the drive system has expired. This feature is currently unavailable."

[19_hole]

When you say you cannot sign in, does the login attempt fail? Or can you not find where to enter your credentials?

There isn't even a menu item in the MMI to attempt to login. I have been told that menu item appears after the car is recognized by the system and that does not happen until some random satellite sees the car and it is added to the back end infastructure.

[Tengorazon]

I have been dealing with this exact issue for weeks now. They initially kept the car for days waiting for Audi USA to approve the latest fix attempt. Now they just text me when some over the air update is supposed to fix it. I then text back when it doesn’t work and they update Audi USA. My bet is they are going to have to order a new module.

And right, I can’t even get to the screen to let me log in to Audi Connect. I can only sign in as a local user. It’s one of those things that doesn’t really impact my daily driving, but is very annoying, especially when I have to leave the car at the dealer.

[19_hole]

I now have a solid green connection LED, but even though I have added the car to the app and setup the car three times I still can't set a Key User. The app is telling me that the car is not configured for access and to link the account with the key user. Audi really needs to make this a whole lot easier to setup. There are absolutely no coherent step by step instructions anywhere. What instructions there are, do not agree with the menus in the car or in the app.

Pretty poor showing Audi!

[monugs]

Audi Connect has been working okay for me, after a lot of hassle (see previous post). Now, suddenly, I have an in-car notification that says it failed to update and I need to contact support! Ugh, can't wait...

[Tengorazon]

I now have a solid green connection LED, but even though I have added the car to the app and setup the car three times I still can't set a Key User. The app is telling me that the car is not configured for access and to link the account with the key user. Audi really needs to make this a whole lot easier to setup. There are absolutely no coherent step by step instructions anywhere. What instructions there are, do not agree with the menus in the car or in the app.

Pretty poor showing Audi!

What did you do to the green light? I’m still waiting on the latest from Audi USA.

[RMode]

I now have a solid green connection LED, but even though I have added the car to the app and setup the car three times I still can't set a Key User. The app is telling me that the car is not configured for access and to link the account with the key user. Audi really needs to make this a whole lot easier to setup. There are absolutely no coherent step by step instructions anywhere. What instructions there are, do not agree with the menus in the car or in the app.

Pretty poor showing Audi!

Key user is automatically set by your dealer when they create the login credentials for the car. There is no separate key user to set up anymore, as there were on 2021-2020 cars

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I have been dealing with this exact issue for weeks now. They initially kept the car for days waiting for Audi USA to approve the latest fix attempt. Now they just text me when some over the air update is supposed to fix it. I then text back when it doesn’t work and they update Audi USA. My bet is they are going to have to order a new module.

And right, I can’t even get to the screen to let me log in to Audi Connect. I can only sign in as a local user. It’s one of those things that doesn’t really impact my daily driving, but is very annoying, especially when I have to leave the car at the dealer.

These are the things your salesperson is tasked (and literally paid) to do, as part of delivery.

[19_hole]

Key user is automatically set by your dealer when they create the login credentials for the car. There is no separate key user to set up anymore, as there were on 2021-2020 cars

- - - Updated - - -



These are the things your salesperson is tasked (and literally paid) to do, as part of delivery.

That is interesting. The Android App tells me that I need to link the key user account in the car by entering the 10 digit code. The car says I'm already the key user, but the app says the car isn't linked. Waiting for Audi Connect support to contact me at the Dealer CEO's request. We will see what happens. I few things I don't like compared to the 2020; 1) I need to tell it that I am the user that I want to use (the only user in the car) every time I start it 2) The car installs all of the online services every time I start the car and 3) the favorites bar in the lower display does not return to the last setting when I start the car.

[RMode]

That is interesting. The Android App tells me that I need to link the key user account in the car by entering the 10 digit code. The car says I'm already the key user, but the app says the car isn't linked. Waiting for Audi Connect support to contact me at the Dealer CEO's request. We will see what happens. I few things I don't like compared to the 2020; 1) I need to tell it that I am the user that I want to use (the only user in the car) every time I start it 2) The car installs all of the online services every time I start the car and 3) the favorites bar in the lower display does not return to the last setting when I start the car.

You don't have to tell it everytime - you can have it automatically recognize you as the key user without logging in. Something your sales person should have done.

Your favorites are saving because of this as well.

You'll likely wait forever for Audi Connect to get back to you, because they are similarly handling all these types of queries when it's the ABS's job to do all this stuff (and Audi pays them an incentive to do it too!). That would be who I go to, if not the sales manager. When I say Audi pays them, we literally get a card that every month, we are paid $ on, by Audi for a "perfect delivery". The ABS and customer are supposed to sign off on this, saying all the steps that should be done at delivery, were done. In the past, they paid us just to enable Audi Connect, because dealer bonus $ partially depends on successful trial activations.

When the ABS sets up the initial trial for the customer, one of the automated steps is it creates the key user for that client and that car. The ABS is then supposed to log the client in to the car, can enable it so it keeps the client logged in (this is done via the separate 4 digit pin). I have a client, whom I've never met, coming in shortly to take her new car home. First Audi (not that it matters), and earlier today, well in advance of their arrival, I initiated her Audi Connect, had her verify her email, I set her up a Password, a PIN # (I use birthyear for the client), and she's now already logged in to the car as a key user. So there is zero left for her to do, unless she wants to change her password for some reason (it's completely useless to me anyway, it's only for the car and the app). Everything is working exactly as it should before she gets here. She can use the app, not use the app - heck, she never even needs to download the app if she doesn't want to. But when and if she chooses to, it will all work correctly.

[19_hole]

You don't have to tell it everytime - you can have it automatically recognize you as the key user without logging in. Something your sales person should have done.

Your favorites are saving because of this as well.

You'll likely wait forever for Audi Connect to get back to you, because they are similarly handling all these types of queries when it's the ABS's job to do all this stuff (and Audi pays them an incentive to do it too!). That would be who I go to, if not the sales manager. When I say Audi pays them, we literally get a card that every month, we are paid $ on, by Audi for a "perfect delivery". The ABS and customer are supposed to sign off on this, saying all the steps that should be done at delivery, were done. In the past, they paid us just to enable Audi Connect, because dealer bonus $ partially depends on successful trial activations.

When the ABS sets up the initial trial for the customer, one of the automated steps is it creates the key user for that client and that car. The ABS is then supposed to log the client in to the car, can enable it so it keeps the client logged in (this is done via the separate 4 digit pin). I have a client, whom I've never met, coming in shortly to take her new car home. First Audi (not that it matters), and earlier today, well in advance of their arrival, I initiated her Audi Connect, had her verify her email, I set her up a Password, a PIN # (I use birthyear for the client), and she's now already logged in to the car as a key user. So there is zero left for her to do, unless she wants to change her password for some reason (it's completely useless to me anyway, it's only for the car and the app). Everything is working exactly as it should before she gets here. She can use the app, not use the app - heck, she never even needs to download the app if she doesn't want to. But when and if she chooses to, it will all work correctly.

That would have been done, however it took 9 days for the car to actually connect to the system. I have heard that some cars can take up to a month to make the connection.....

[RMode]

Sounds fishy - I do this all day long. They haven't had more than a 24 hour outage in I can't remember how long. Not only that, but even when there is an outage, the system we use to set these things up still captures the info, so that when it's restored, it all connects seamlessly.

Something was not done, or done incorrectly, when you picked your car up.

[Tengorazon]

These are the things your salesperson is tasked (and literally paid) to do, as part of delivery.

I suppose this is one downside of buying out of state. Now I have to deal with it myself post-sale.

[19_hole]

Sounds fishy - I do this all day long. They haven't had more than a 24 hour outage in I can't remember how long. Not only that, but even when there is an outage, the system we use to set these things up still captures the info, so that when it's restored, it all connects seamlessly.

Something was not done, or done incorrectly, when you picked your car up.

That is what I thought. The connection LED in the car in the roof console was blinking red for about 9 days and finally went green. Until it went green, the menu item to login to Audi Connect was not even in the car. What bothers me the most is that Audi's own instructions seem contradictory and certainly lack any real detail on how to complete them. When the app says to link my car to the key user account but there is no apparent way to do so, it gets frustrating. A trip back to the dealer for an MMI reset and start over is in order at this point.

[VR2V8]

Audi Connect has been working okay for me, after a lot of hassle (see previous post). Now, suddenly, I have an in-car notification that says it failed to update and I need to contact support! Ugh, can't wait...

I had the same failure notification 2 days in a row now this...

2) The car installs all of the online services every time I start the car .....

Same here now everytime I start the car, something like web services installed successfully. Annoying as hell. I'm a little OCD and have to clear all notifications, so it sucks that it now pops up every time I get in the car. There is no way they are updating 10 times a day. I used to get this message maybe once a week since I bought my SQ7 in February. Never a single failure of any type before this week.

[RMode]

That is what I thought. The connection LED in the car in the roof console was blinking red for about 9 days and finally went green. Until it went green, the menu item to login to Audi Connect was not even in the car. What bothers me the most is that Audi's own instructions seem contradictory and certainly lack any real detail on how to complete them. When the app says to link my car to the key user account but there is no apparent way to do so, it gets frustrating. A trip back to the dealer for an MMI reset and start over is in order at this point.

You can simply reset the MMI yourself, if you wanted to. There shouldn't be any reason to do so

The green light not being illuminated is indicative of only remote SOS services. That flashing red light can be caused by simply a poor reception area. We get it at the dealership all the time, even after a PDI is done. A quick trip around the block, at least for me, and it's green. Delivery a 23 S5 today, and just went through the same thing this morning. Flashing red in the parking lot, green by the time I got to the gas station a mile later. Did 2 Audi Connect's yesterday, one for an existing client who traded in a car, one for a new client, first time Audi owner. Both were setup without incident.

[RMode]

That is what I thought. The connection LED in the car in the roof console was blinking red for about 9 days and finally went green. Until it went green, the menu item to login to Audi Connect was not even in the car. What bothers me the most is that Audi's own instructions seem contradictory and certainly lack any real detail on how to complete them. When the app says to link my car to the key user account but there is no apparent way to do so, it gets frustrating. A trip back to the dealer for an MMI reset and start over is in order at this point.

You can simply reset the MMI yourself, if you wanted to. There shouldn't be any reason to do so

The green light not being illuminated is indicative of only remote SOS services. That flashing red light can be caused by simply a poor reception area. We get it at the dealership all the time, even after a PDI is done. A quick trip around the block, at least for me, and it's green. Delivery a 23 S5 today, and just went through the same thing this morning. Flashing red in the parking lot, green by the time I got to the gas station a mile later. Did 2 Audi Connect's yesterday, one for an existing client who traded in a car, one for a new client, first time Audi owner. Both were setup without incident.

I'd simply call who you bought it from, and put it on them. They can solve it remotely for you.

[abeck1023]

Is retrieving a "key user code" the same process as it's been for 2021's?

I purchased a used 2022 RS6 (didn't come with the key tag) and I am being told I need to get a code from Germany. Seems a little ridiculous, that there isn't a way to look it up on the dealer side.

[RMode]

No, the dealer does not get the code, they are car specific and yes, come from Germany (takes about 10 days). Not sure how it works on a used 22, have yet to deal with one. When we set up the initial trial subscription for the client, the "tag" is not used in any way, shape, or form. It's been that way since last ~ August

[19_hole]

Creating a new email address for the car/account seems to have solved the issues. Deleted all users and started over again and everything has synced up properly. Now if the favorites bar stays displayed and I do not need to select myself as the user every time I start the car, I will be a very happy guy.

[Avanty]

[QUOTE=19_hole;14806829]Has anyone had issues with AudiConnect in a new car lately? I picked my RS6 up last week and I can't sign in to Audi Connect. The connection LED is flashing red and there isn't even an MMI menu item to sign in to the system. The dealer says that it could take up to a few weeks before the car is "seen" by the satellite system and enable the sign in menu. AudiConnect tech support says that the sign in is in the MyAudi app. The MyAudi app says to complete the setup by singing in to AudiConnect in the car.....[/QUOTE

I’ve had my RS6 since early July ‘22 and love everything except the annoying issue that every time I set my Favorites from the audio sources the MMI works for a few days maybe even a week, but today all my Favorites were gone again. This has happened at least 5 or 6 times since July. Each time I re-enter my favorites from FM/AM/Online and each time they get dropped like I never programmed them.
Anyone else having this issue?

[Corgiman30]

Dropping favorites is a known issue. Audi working on a software update but multiple delays.

[pjvander]

I've had nothing but problems with Audi Connect (2021 A4, wrong forum, I know). I decided to subscribe again a couple weeks ago since I have some upcoming travel. Well, what a mistake that was. After it did some update, I lost not only the Audi Connect sat nav, but the standard navigation that is not even part of Audi Connect ("The navigation database is not available"). So, yet another call into Audi Connect support (never waited less than 60 min to speak with someone). Well, this time it was nearly two hours on hold, and all she can do is "put in a ticket for IT". I feel bad for these frontline people who take the calls. Today she calls me back and asks me to do a factory reset. Go to add the Key User back and it wasn't taking the effing code. Turns out email is case-sensitive (wt-actual-f)? Okay, great, Key User setup completed. Still no navigation.

Historically, my problems were apparently related to Verizon blacklisting the cars modem (a common issue I've been told?). I would never receive "Send to car..." destinations sent from the app. Or, would lose saved destinations, such as "Home" and "Work". Until, that is, I drove OUTSIDE of the Verizon coverage areas; then all the queued destinations would start flooding into the car. I suspect it is the same thing happening, and the car can't pull updates when I'm in the coverage area (have yet to take a drive out to the boonies so I can let the car "roam").

Not only is Audi not giving me something I've subscribed to and am paying for, they actually took away something I already paid for (standard navigation)! I'm so furious right now I'm seeing red. Few months ago with similar problem, Audi Connect played the game of pawning me off to the dealership. So I scheduled an appt (few weeks out was first available) and get to the service department only for them to tell me to go home and call Audi Connect. The amount of time I've wasted on this is truly incredible. Audi's systems, software architecture, infrastructure, everything is such a joke (am a software/hardware engineer). It is truly absurd how these processes are set up. The CTO/CIO should be out of a job.

After being a 20+ year customer, I'm finally ready to say fuck you and farewell to this company.

Rant over, thanks for coming to my TED talk.

[Tengorazon]

They still haven’t fixed my problem and now don’t even return my messages.

[A6Virgin]

Yet another system that turns a brilliant machine into a frustrating piece of shit that makes me just want to walk away from. Get your act together Audi, or for sure I'm a less-than-one and done...

[RMode]

Wish I could assist as I did in the past for lots of members, but no longer with Audi as of a few months ago. There was a time during the Verizon migration where outages were common. They are sporadic now. My experience is in the overwhelming majority of the time, the issues people experience on MIB3 cars are because it was never setup correctly by whomever at the dealer is tasked with it (sales, delivery person etc). They don’t follow the protocols. I can tell you first hand that the system in the one car of mine that has the subscription suite for, worked just fine as late as this morning.


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[A6Virgin]

Well my issues have been resolved. I fixed them the old fashioned way - I gave them to the next owner. Audi, buh-bye. You make a great car, but you tie its functionality into a software architecture that's fragile, unstable and unsupported.

[Tengorazon]

They still haven’t fixed my problem and now don’t even return my messages.

My issue was finally fixed after leaving it at the dealer for a week. Now I just need to get the key user to work…

[RMode]

My issue was finally fixed after leaving it at the dealer for a week. Now I just need to get the key user to work…

All your dealers must be beyond lazy. Not surprising tbh.

There is no more setting of key user. Once the trial subscription is started, the key user is set per the registered email and password, automatically.

[Tengorazon]

All your dealers must be beyond lazy. Not surprising tbh.

There is no more setting of key user. Once the trial subscription is started, the key user is set per the registered email and password, automatically.

Interesting. So I just need to start the trial subscription? That’s probably expired given how long this has taken (delivery last May).

[Gecon]

Im not sure if the dealers are lazy or it is just too confusing for them to set up the Key user, which is really the fault of Audi. I agree with A6Virgin's last comment. It's too bad you had to dump your car!

I bought my RS6 used from an Audi dealer in December. The seemed to be clueless on what to do. The salesman did not really know what the key user is and the car did not come with that magic serial number. i called another local dealer about setting me up as the key user and never got a call back.

however, I did have great support from the Audi USA / My Audi app. I was on my desktop first creating an account but the website kind of sucks. You seem to log in multiple times to actually get to the site you need. But I called the 800# for customer support and recall getting a person (who actually speaks perfect english!) and she was helpful. she told me she would call back in two or so days and she did...or maybe emailed me. she did something to reset? and I was able to be the Key user, though i still don't have that magic serial number to pass on to the next guy. I also recall the process was different than what i read on the website, which said I had to eventually go to the dealer to verify who I am. I did not have to do such. I think what makes the process so difficult is that when you become the key user, you can unlock the car from your phone, among other things. I gave the woman my name and VIN and maybe some other info that you could get by stealing the registration out of the glove box...by perhaps a valet person.

In the end, i was able to be the key user but I still cannot subscribe to any of the features Audi offers the My Audi. whatever...they are not that important. and good luck trying to login to the website. I would say 75% of the time, I get the generic message "Sorry...something went wrong...please try again another time".

[RMode]

Im not sure if the dealers are lazy or it is just too confusing for them to set up the Key user, which is really the fault of Audi. I agree with A6Virgin's last comment. It's too bad you had to dump your car!

I bought my RS6 used from an Audi dealer in December. The seemed to be clueless on what to do. The salesman did not really know what the key user is and the car did not come with that magic serial number. i called another local dealer about setting me up as the key user and never got a call back.

however, I did have great support from the Audi USA / My Audi app. I was on my desktop first creating an account but the website kind of sucks. You seem to log in multiple times to actually get to the site you need. But I called the 800# for customer support and recall getting a person (who actually speaks perfect english!) and she was helpful. she told me she would call back in two or so days and she did...or maybe emailed me. she did something to reset? and I was able to be the Key user, though i still don't have that magic serial number to pass on to the next guy. I also recall the process was different than what i read on the website, which said I had to eventually go to the dealer to verify who I am. I did not have to do such. I think what makes the process so difficult is that when you become the key user, you can unlock the car from your phone, among other things. I gave the woman my name and VIN and maybe some other info that you could get by stealing the registration out of the glove box...by perhaps a valet person.

In the end, i was able to be the key user but I still cannot subscribe to any of the features Audi offers the My Audi. whatever...they are not that important. and good luck trying to login to the website. I would say 75% of the time, I get the generic message "Sorry...something went wrong...please try again another time".

It’s laziness. I did hundreds of them a year. While the process changed a little from 2020-2023 models, it only got easier and actually less for the dealer to do. In addition, the salesperson was paid for it by Audi directly!

There is no setting a separate key user for anything delivered from new fall 2021 and on. The key user was automatically set up when the trial was started - which was to be done by the dealer at or just prior to delivery. There is no separate code used anymore from that point on either. Like I said, it only got easier. Any salesperson that doesn’t understand it is frankly obtuse. There were tons of resources given to the dealers, on site trainings, webinar trainings, etc.


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