User accounts and software updates all failing

[Matthewshep]

Hi everyone, this is my first post and hopefully someone can help although I am feeling that I may have to go to a dealer.

We have recently purchased a 2020 t6.1 coast, I was trying to login on the media/navigation unit to a vw account. I created the account on the app, added the vin number but once I enter my credentials on the media unit in the van it spins for a while then says unable to load user profile.

I then tried based on other forum advice:
- validating my credentials again on the app and re-entered them on the media system.
- joined my van to my home WiFi network in case it was a reception issue
- lowered my privacy settings to lowest
- attempted a software update but that would always fail as well, I am on a low version as per the pics.
- held down both buttons for 20 seconds on the unit.
- tried to view the legal page, just to see if any data was going but that also failed to load.

Each change I would try to login again.

When I received the van I have guest only and I am not convinced this unit had ever been logged into.

Any help would be greatly appreciated.

 

[WelshGas]

Hi everyone, this is my first post and hopefully someone can help although I am feeling that I may have to go to a dealer.

We have recently purchased a 2020 t6.1 coast, I was trying to login on the media/navigation unit to a vw account. I created the account on the app, added the vin number but once I enter my credentials on the media unit in the van it spins for a while then says unable to load user profile.

I then tried based on other forum advice:
- validating my credentials again on the app and re-entered them on the media system.
- joined my van to my home WiFi network in case it was a reception issue
- lowered my privacy settings to lowest
- attempted a software update but that would always fail as well, I am on a low version as per the pics.
- held down both buttons for 20 seconds on the unit.
- tried to view the legal page, just to see if any data was going but that also failed to load.

Each change I would try to login again.

When I received the van I have guest only and I am not convinced this unit had ever been logged into.

Any help would be greatly appreciated.

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Have you logged into your online VW account and activated We Connect for your vehicle?

 

[Matthewshep]

Hi thanks for the reply

So I got to the stage in the app where it wants me to log into the infotainment system, I can’t progress. see screen shots

 

[WelshGas]

Hi thanks for the reply

So I got to the stage in the app where it wants me to log into the infotainment system, I can’t progress. see screen shots

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Your vehicle is over 3 yrs old so do you have a current We Connect subscription because without that you cannot connect.
Also you should disable the Infotainment WiFi connection and revert to the eSim connection.

 

[Matthewshep]

I will have a go at disabling the infotainment system WiFi, I couldn’t connect using the eSIM or connecting to my homes WiFi previously.

I do not have any purchased subscriptions but on the vw portal in order to purchase anything I have to complete registration, the final step is to become the primary user on the vehicle. The only way to do that is to login to the dashboard. I.e when I click the link from the vw portal from attached pic.

I understood that I could pay for occasional data, I didn’t realise nothing was included without a paid subscription like software updates.

Hopefully that’s not it as I am in a real chicken and the egg pickle

 

[WelshGas]

I will have a go at disabling the infotainment system WiFi, I couldn’t connect using the eSIM or connecting to my homes WiFi previously.

I do not have any purchased subscriptions but on the vw portal in order to purchase anything I have to complete registration, the final step is to become the primary user on the vehicle. The only way to do that is to login to the dashboard. I.e when I click the link from the vw portal from attached pic.

I understood that I could pay for occasional data, I didn’t realise nothing was included without a paid subscription like software updates.

Hopefully that’s not it as I am in a real chicken and the egg pickle

View attachment 137754

The vehicle comes with a 3 Yr Subscription for We Connect that basically covers over the air software updates which has to be renewed via an annual subscription although I believe they are changing to a monthly model that you can stop/start.
This uses the eSim in the vehicle.

 

[brcas64]

I had something similar with my 2020. I parked the van as close to the house as I could and logged onto my home wifi. Once I managed to get its to activate, I left it for 24hours and when I started the van it recognised my account. It was driving me mad.. hope this helps.