Processing problems in customer support

WARNING: This page is about a different car, the 2013 BMW X5, 2012 BMW X5, and 2011 BMW X5. However, it is still accessible from the selected car via links, so may be relevant.

In the majority of cases, customers will not want to be without their terminal device for long periods of time. This poses a special challenge to service personnel, as the portable device will not be available for diagnostic operations within the workshop. However, the service technician should still request that the customer make the portable device available for the duration of the diagnostic process. Should the customer deem this to be impossible, then the service technician must perform the self-diagnosis procedure together with the customer. The diagnostic information that is acquired forms the basis for troubleshooting.

NOTE: Following completion of the self-diagnosis routine, the USB cable should be unplugged to disconnect the device from the vehicle. This terminates the self-diagnosis function and the application software reverts to its standard operating status. The application software is then again ready for normal use.

It is possible to view the individual test steps by pressing the selection button for diagnosis details in the lower section of the display on the portable device (1).

Fig 1: Display - Active Self Diagnosis Screen

Courtesy of BMW OF NORTH AMERICA, INC.

Item	Explanation
1	"Diagnosis details" selection button

An alphanumeric test code (1) containing all of the available diagnostic information is generated by the self-diagnosis. The model designation of the portable device being used (2) appears beside this information.

Fig 2: Identifying Alphanumeric Test Code

Courtesy of BMW OF NORTH AMERICA, INC.

Item	Explanation
1	Test code for information from self-diagnosis
2	Model designation of portable device

The test code contains the following information:

Example: 431 - 51y - 221

Position 1: Version of the test code
Position 2: Results of self-diagnosis
Position 3: Model number of the end device
Position 4: Model number of the end device
Position 5: Terminal device software version
Position 6: Terminal device software version
Position 7: Software version of application software
Position 8: Software version of application software
Position 9: Software version of application software

These steps should be performed in the course of service consultations with the customer:

Record a detailed description of the problem.
Check the end device for compatibility and possible functional limitations.
Disconnect terminal device from vehicle.
Check for any software update for the BMW Connected application software for the portable device that may be available.
Have the customer perform a software update if necessary.
Perform self-diagnosis. The procedure is described under Troubleshooting .
In the event of problems, also check the appropriate self-diagnosis information.

If the cause of the fault does not lie in the end device that has been used or the connection to the vehicle, a repair order must be opened. The test code from the self-diagnosis and the end device name (it is displayed beside the test code) must be documented by the Service Advisor in the repair order. The test code is strictly necessary for passing all of the information to the workshop. The device name is absolutely necessary for a possible analysis. The test code contains the basic information for performing a diagnosis without a end device. Successful diagnosis in the workshop and settlement in warranty cases are only possible if the test code and the end device name are provided.

NOTE: The service technician will require specialist knowledge focusing on the use of BMW Connected as a precondition for performing the self-diagnosis and interpreting the results. The technician must be given suitable training beforehand. It is also recommended to have a BMW USB cable available for conducting tests at the service technician's work station.