Porsche admits “connect” broken

[nelsonmanha]

Having the same issue where the app does not communicate with the car- no status update, charging . I contacted customer care and they asked me to reset the ppm.. I did that ( big mistake) now the system every time i get in the car asks all kind of questions about using online services and when it is time to put the porsche id it does not work( changed password , checked settings ) garbage!!!!!!!! They now asked me to take the car to the dealer like I am an idiot and don t know how to type a password!!!!!! customer care is a joke most of the time they try to guide you using documents that is not even for the car . also just realized that my dates on the services was mess up and no help there.

Took the car to the dealer and feb 1 2021 multiple software updates about 4 hours total and they are ordering a new oat module ..

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[NC_Taycan]

Post your PCM software version after you get this back - plenty of us curious.

 

[Scotty]

OTA had to be replaced on mine as well as my two buddies. They have had problems with them and its well known.

Does this make any sense.? The response is confusing since i told porsche no updated data re the vehicle is shown in the applic. porsche uses the word delay which is silly. Either the applic works or doesnt. My applic never connects to porsche server.
Good morning

I hope this email finds you well and thank you for your feedback. In the picture, you have sent showing the Connection status within the app, there is a technical delay within the app. Our technicians are aware of this delay and have been working on finding a resolution to the app delay. At the moment, if you are able to locate your vehicle in the explore tab, and see the different features within the app under the My Vehicle tab, then the app is working properly. The picture you sent is showing the Connection Status programming delay. Until the app update is available, the connection status will have a delay. This does not depict the operation of the app regarding this concern.

Our technicians and connected car specialist have been working to provide an app update that will alleviate the delays. Sometimes the circle will show fully green, fully red, partially green, or partially red. As stated before it is a delay within the app and it does not determine the functionalities of the app. I hope this will find this information helpful. Thank you for always being apart of our Porsche family. Have a wonderful weekend.

 

[NC_Taycan]

If either (likely both) of the SOC and mileage are more than 48 hours out of date, your OTA module is busted (or your car truly has been in an area with no cell service - but I assume you've addressed that possibility already). Connect customer support is all about making you go away quietly instead of fixing your problem. Get your dealer involved - they can pull strings us mere mortals can't. A good dealer will want to solve problems for their current (and future) customers.

 

[Dee]

I've managed to send timers to the car while "the circle" was (still) totally red.
No problem whatsoever.
That's what they mean by "delay".
That circle doesn't say anything I noticed...
But if your car's status isn't updated within 24 hours your OTA-module is probably the issue.

 

[Scandinavian]

If either (likely both) of the SOC and mileage are more than 48 hours out of date, your OTA module is busted (or your car truly has been in an area with no cell service - but I assume you've addressed that possibility already). Connect customer support is all about making you go away quietly instead of fixing your problem. Get your dealer involved - they can pull strings us mere mortals can't. A good dealer will want to solve problems for their current (and future) customers.

When you say the OTA module is broken, will you have other internet services in the car, like Apple Music or Online radio? What about finding charging stations along your route or sending a destination from the web based MyPorsche to the car. Will those communications still work?

i am asking since my mileage, trips and position of my car has not changed since 23 January! And as said it does not help to speak to the Connect helpline or send them any mails or messages. They are absolutely clueless and just give you a lot of words.

 

[Scotty]

When you say the OTA module is broken, will you have other internet services in the car, like Apple Music or Online radio? What about finding charging stations along your route or sending a destination from the web based MyPorsche to the car. Will those communications still work?

i am asking since my mileage, trips and position of my car has not changed since 23 January! And as said it does not help to speak to the Connect helpline or send them any mails or messages. They are absolutely clueless and just give you a lot of words.

I emailed porsche Germany and demanded they arrange with the dealer to solve the problem in one visit. The dealer contacted me ,set up a appointment and said they will have the car back to me by end of the day. I will update post with what they find

 

[Darren_G]

My 4s went in to my LPC 5 days ago as I was unable to porgram the Homelink and an over sensitive adaptive cruise control. They have also informed me of a problem with the connect system that now requires a reset, however a reset code can only be obtained from Porsche Germany who have yet to responed. This is not the Porsche I am used to dealing with.

 

[NC_Taycan]

When you say the OTA module is broken, will you have other internet services in the car, like Apple Music or Online radio? What about finding charging stations along your route or sending a destination from the web based MyPorsche to the car. Will those communications still work?

i am asking since my mileage, trips and position of my car has not changed since 23 January! And as said it does not help to speak to the Connect helpline or send them any mails or messages. They are absolutely clueless and just give you a lot of words.

Yes this was my experience when my OTA module was broken - non-vehicle services like Apple Music and Weather worked but nothing related to the vehicle worked. I'm guessing there are two cellular radios - one built into the PCM for those internet services like Google maps, range planner, weather, news, etc. and for actually receiving OTA updates (before you ask - hear me out); and a second lower power lower bandwidth always on radio that only consumes power periodically. That second radio is what transmits vehicle telematics (SOC, mileage, doors open, lock, brake, etc.) and receives information about available updates, user credentials, and sends and receives user data stored in the cloud. That second radio is the OTA module. Again, this is all a theory.

 

[Arjan_]

I had my OTA-module replaced twice and now it's working fine so it's possible.
Taycan 04/2020.
Fingers crossed...

I had my OTA module replaced once and two weeks later it again failed. Now Porsche Amsterdam has submitted a ticket with Porsche AG. Nothing heard back since then. Top tip always ask your car back as otherwise you are stuck with a loaner for weeks.

 

[Scandinavian]

I had my OTA module replaced once and two weeks later it again failed. Now Porsche Amsterdam has submitted a ticket with Porsche AG. Nothing heard back since then. Top tip always ask your car back as otherwise you are stuck with a loaner for weeks.

That assumes the Porsche Centre provides any loaner in the first place. Not here for sure!

 

[Scandinavian]

Yes this was my experience when my OTA module was broken - non-vehicle services like Apple Music and Weather worked but nothing related to the vehicle worked. I'm guessing there are two cellular radios - one built into the PCM for those internet services like Google maps, range planner, weather, news, etc. and for actually receiving OTA updates (before you ask - hear me out); and a second lower power lower bandwidth always on radio that only consumes power periodically. That second radio is what transmits vehicle telematics (SOC, mileage, doors open, lock, brake, etc.) and receives information about available updates, user credentials, and sends and receives user data stored in the cloud. That second radio is the OTA module. Again, this is all a theory.

Then it would look like my OTAmodule is broken as well. I have a lot of other services and I can also get a list of the Connect services I have subscribed to, but nothing works for the car settings. Most annoying is that the seat settings will Not update for me but were updated for another person before it shut down. Seat, mirrors and steering wheel needs to be adjusted every time. Annoying.

 

[NC_Taycan]

Seat settings saved to the door 1-2-3 buttons are saved in the car, not in the cloud for the last logged in user. Have you tried that?

 

[W1NGE]

Just to be slightly controversial I'm not (yet) 100% convinced the OTA module is the culprit here. Many folk have had theirs changed and some are on their second. That would suggest a recall campaign is needed to pre-empt the wave that is coming.

I've had issues with Porsche Connect doing all of the above but apart from randomly resolving itself on at least 2 occasions I've resorted to performing a complete PCM reset.

I've performed a reset once, a month or so ago and not had the issues repeat.

Periodically Porsche Connect loses the plot and reports wrong information (location, SOC, doors unlocked when they are locked and windows open when they are shut). Generally this happens overnight.

My simple fix is to unlock the car power on then off and lock again. This has the effect of waking up the errant code / component and everything re-syncs.

Perhaps if you have an assumed OTA issue and have never fully reset your PCM then give that a whirl.

 

[Dee]

Just to be slightly controversial I'm not (yet) 100% convinced the OTA module is the culprit here. Many folk have had theirs changed and some are on their second. That would suggest a recall campaign is needed to pre-empt the wave that is coming.

I've had issues with Porsche Connect doing all of the above but apart from randomly resolving itself on at least 2 occasions I've resorted to performing a complete PCM reset.

I've performed a reset once, a month or so ago and not had the issues repeat.

Periodically Porsche Connect loses the plot and reports wrong information (location, SOC, doors unlocked when they are locked and windows open when they are shut). Generally this happens overnight.

My simple fix is to unlock the car power on then off and lock again. This has the effect of waking up the errant code / component and everything re-syncs.

Perhaps if you have an assumed OTA issue and have never fully reset your PCM then give that a whirl.

A full reset is the first thing they do at the Porsche centers.
It doesn't help.
It is a known issue although you are not convinced (yet).
Your problem was probably the app that has a known issue called "delay" (which involves the server problem too).
So you have reset the PCM but meanwhile the app shows delayed info and you think you solved it, lol!
Anyway, if it works for you then it's ok.

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