Software update issue - support being a bit useless

[swfblade]

Morning all, got an issue with the software update. This is the first time I've had a vehicle that purely relies on OTA and I am coming to the conclusion that VW's software engineering team are... sub optimal?

I am running software version 0809, which I got applied OTA when I first got her. I note there have been several updates to this over the past few months that I have not been able to apply. For example OUK2, OUKN and OU22, which should take me up to 0889.

The screen told me a month or so ago that there was an update available. I pressed accept or apply or whatever, but it just vanished off the screen. This has happened at least 1 more time, maybe twice several weeks ago, but nothing since. I am concerned that I am no longer getting any updates, when I should be. I raised this with Connect support, and they have been a tad useless so far, starting off by saying "check for updates on the unit" and then giving some comprehensive instructions for resetting the update process... for one of their ID vehicles... (I had made it clear this was a California T6.1). I had to send them some pictures, which prove everything my end is setup correctly. There were then a couple more exchanges, with incorrect instructions for wrong vehicles, which they finally acknowledged this morning, with essentially a "my bad" message and then a message saying "all updates are applied can you send an image"... asking for what I sent in the initial messages... geez...

Anyway, has anyone else had a problem like this, and is there a known way to force the OTA update? It seems crazy to me (worked in IT for 30+ years and currently at a software development company) that there isn't a "press here to check for updates" button, even if in an engineers menu, or even some way to perform this update without having to do it OTA or at a dealer, eg USB or even SD card like all my previous Audi's.

 

[Up10]

Morning all, got an issue with the software update. This is the first time I've had a vehicle that purely relies on OTA and I am coming to the conclusion that VW's software engineering team are... sub optimal?

I am running software version 0809, which I got applied OTA when I first got her. I note there have been several updates to this over the past few months that I have not been able to apply. For example OUK2, OUKN and OU22, which should take me up to 0889.

The screen told me a month or so ago that there was an update available. I pressed accept or apply or whatever, but it just vanished off the screen. This has happened at least 1 more time, maybe twice several weeks ago, but nothing since. I am concerned that I am no longer getting any updates, when I should be. I raised this with Connect support, and they have been a tad useless so far, starting off by saying "check for updates on the unit" and then giving some comprehensive instructions for resetting the update process... for one of their ID vehicles... (I had made it clear this was a California T6.1). I had to send them some pictures, which prove everything my end is setup correctly. There were then a couple more exchanges, with incorrect instructions for wrong vehicles, which they finally acknowledged this morning, with essentially a "my bad" message and then a message saying "all updates are applied can you send an image"... asking for what I sent in the initial messages... geez...

Anyway, has anyone else had a problem like this, and is there a known way to force the OTA update? It seems crazy to me (worked in IT for 30+ years and currently at a software development company) that there isn't a "press here to check for updates" button, even if in an engineers menu, or even some way to perform this update without having to do it OTA or at a dealer, eg USB or even SD card like all my previous Audi's.

I really hope I am not telling you something you already know but here we go.
On your navigation screen look for a number in a circle on the top row

The draw your finger down the screen to reveal

The right to left to reveal

And finally, touch the update tab to download

Apologies for the less than clean screen! Always looks worse in a photo!

 

[swfblade]

Appreciate the advice, but yes I am already of how this operates. No update is showing, despite it initially saying one was available a while back. Pressing the update button made the screen go blank and then it was gone.

And yeah, my photo's to VW were equally as dusty looking, yet look fine in person!

edit: oh and for clarity, there is no number in a circle.

 

[Up10]

Appreciate the advice, but yes I am already of how this operates. No update is showing, despite it initially saying one was available a while back. Pressing the update button made the screen go blank and then it was gone.

And yeah, my photo's to VW were equally as dusty looking, yet look fine in person!

edit: oh and for clarity, there is no number in a circle.

Ok, sorry I was unable to help. It isn't the most intuitive or user friendly system.
The only other place is to look in Menu/shop
Good luck!

 

[swfblade]

Wow, they just replied again, and gave the basic generic reply I have ever seen! They clearly did not read any of the rest of the issue and just replied with the basic "this is how to get an OTA update"...

 

[dspuk]

After being overly concerned about this over the years I now just leave it alone. If it wasn’t broke there was never a need to fix it, per sey.

My nav is out of date now, but never use it, just use carplay and Waze, so makes no odds, and any minor software fixes and glitches will be to fix something I have never had an issue with anyway.

Every so often an update does pop up, but unlike a compueter it never seems as cut and dry and click and it is done - it shows, then vanishes and then some days/weeks/months later it updates. or not.

 

[swfblade]

Yep and maybe you are right, but this is something included in the van that should work and one of the updates missing mentions cybersecurity updates. Maybe its just because I work in that field, but I want those security updates applied - I know what can happen if they are not.

 

[dspuk]

Yep and maybe you are right, but this is something included in the van that should work and one of the updates missing mentions cybersecurity updates. Maybe its just because I work in that field, but I want those security updates applied - I know what can happen if they are not.

So do I which is also why I’m pretty confident any cyber activity “could” be a 7 and not a 6.1.

We’ve already had the lad worried about the Chineses hacking our buses, this is well under that even.

One useful hack is also to not rely on the built in 3/4G chip in the van for OTA but connect to your house wifi - can kickstart updates and notifications.

 

[swfblade]

I was not aware that you can use the wifi to do OTA update - I was told that regardless it would use the mobile data? If that's the case then I'll see if that makes any difference! Never connected it to the wifi before, I shall take a look later. Thanks.

 

[dspuk]

Mine currently updating over wifi the below. I’m not 100 sure but making sure the privacy settings are open and not closed “seems” to make a difference.

 

[swfblade]

Yeah certainly need to have the privacy more open for the updates to work, I found that out when I first got her and updated to 0809. Am connecting to wifi over lunch, so lets see how that goes...

 

[dspuk]

Yeah certainly need to have the privacy more open for the updates to work, I found that out when I first got her and updated to 0809. Am connecting to wifi over lunch, so lets see how that goes...

Keep in mind that maps only update ota if you have WeConnect+. I resubscribed as the door lock and unlock via app has been a lifesaver.

 

[swfblade]

maps I updated manually (USB) when I first got her, but to be honest I usually use Apple Maps anyway. Having said that, I do have the built in maps show in digital dash.

I haven't been able to convince myself that WeConnect+ is worth it yet. Seems like a lot money for the features.

 

[Viktorgeorge]

Mine currently updating over wifi the below. I’m not 100 sure but making sure the privacy settings are open and not closed “seems” to make a difference.

View attachment 150413

Good luck with that!

Post in thread 'Stuck update'
https://vwcaliforniaclub.com/threads/stuck-update.63061/post-786445

 

[dspuk]

Good luck with that!

Post in thread 'Stuck update'
https://vwcaliforniaclub.com/threads/stuck-update.63061/post-786445

Well, they do not make rhyme nor reason, but they have worked.

 

[Viktorgeorge]

Well, they do not make rhyme nor reason, but they have worked.

I was convinced my update had worked - more than once - with ‘Shop’ arriving new on the Menu, then a week or more later the same update message reappeared and the update process has restarted (… “only while stationary” etc). If you get no further repeat I will be surprised, and pleased for you. I still think it could be a NLP ‘nudge’: attempting to get me and others to renew WeConnect+: which I was slightly tempted to do but resisted.

 

[swfblade]

Update: after several more useless interactions with VW Connect support, I contacted VW Customer Care, who called me today. They have confirmed that this is covered under warranty and have also spoken to my local van centre. I now just need to book this in to get the latest version installed and confirm that OTA updates will work moving forward.

 

[Viktorgeorge]

Update: after several more useless interactions with VW Connect support, I contacted VW Customer Care, who called me today. They have confirmed that this is covered under warranty and have also spoken to my local van centre. I now just need to book this in to get the latest version installed and confirm that OTA updates will work moving forward.

I suspect there are two ways to rid yourself of the ‘Shop’ update iteration. A single purpose visit to your local van centre (which may prove chargeable) or a WeConnect+ subscription, the latter for the ‘nudge’ reason I already speculated. Currently I am holding out till my next (and last) 5x promise free service.