Software Upgrade needed!

IftiBashir · 08-08-2022, 04:56 PM

So took my X5 (40i) into BMW today for a routine brake fluid change.
Warranty expires end of Sept, so I booked in a complimentary warranty check for just before expiry, although I do intent to purchase an extended warranty anyways.

Nevertheless, I took the chance to ask about a software issue....
Everything has always worked fine between my phone app and the vehicle. They connect and work fine.
However, I noticed for the past few months the Remote 3D view has stopped working. I'm putting this down to out of date software on the vehicle, and as my app is up to date maybe there is an issue in between.....The over-the-air updates have never worked for me either, most likely because the vehicle software is so out of date?.....

Mentioned this to the dealer today and they said they rarely upgrade software unless there is an issue. I told him the issue and he said I'd have to ring connected drive and speak to them first, and exhaust all other avenues before they would do anything.

Called Connected Drive who confirm the vehicle is running software from July 2019 and they are now on July 2022 update!!
He was unable to push an update down to the vehicle over the air and said it would need to be done at the dealership.
Informed him what the dealership had said and he stated it was incorrect - the vehicle is still under warranty and they should just update it.

Gave me a case number etc and his name, and said to get the dealer to call him directly if there was any issue with updating....

Was the dealership correct though? They should only be updating if there is an issue, otherwise they do not update software??
Seemed strange to me. Surely they would want to keep vehicles up to date and bug free etc?

Fuzzy Master · 08-08-2022, 05:59 PM

Quote:

Originally Posted by IftiBashir

Was the dealership correct though? They should only be updating if there is an issue, otherwise they do not update software??

The dealer is correct from their perspective since BMW has told them that they will not be reimbursed for software updates at the customer's request unless it is directly tied to warranty work to resolve a confirmed issue.

That being said, the fact that your software is not being updated as an OTA RSU (over the air remote software update), is a warranty issue in and of itself.

At one point, back in 2020, people with 2019 X5s were getting a letter from BMW to bring their vehicles in for a "free" software update to 7/2019.53 (if I recall correctly ?) specifically to resolve an issue with (& then enable) OTA RSU.

In any case, take the attached SIB to your dealer and tell them to resolve the "issue" with your X5 not receiving updates. BTW, this SIB may have been superseded, but your dealer can look it up from this one.

mikekay · 08-08-2022, 06:43 PM

In a similar situation let me know how you make out man. Our posts were literally almost the same. Really lame BMW is doing this to its customers

BobsM3Coupe · 08-08-2022, 06:54 PM

Quote:

Originally Posted by Fuzzy Master

The dealer is correct from their perspective since BMW has told them that they will not be reimbursed for software updates at the customer's request unless it is directly tied to warranty work to resolve a confirmed issue.

That being said, the fact that your software is not being updated as an OTA RSU (over the air remote software update), is a warranty issue in and of itself.

At one point, back in 2020, people with 2019 X5s were getting a letter from BMW to bring their vehicles in for a "free" software update to 7/2019.53 (if I recall correctly ?) specifically to resolve an issue with (& then enable) OTA RSU.

In any case, take the attached SIB to your dealer and tell them to resolve the "issue" with your X5 not receiving updates. BTW, this SIB may have been superseded, but your dealer can look it up from this one.

OP is in the UK, so who knows what they will do about it.

BobsM3Coupe · 08-08-2022, 07:02 PM

Quote:

Originally Posted by Fuzzy Master

That being said, the fact that your software is not being updated as an OTA RSU (over the air remote software update), is a warranty issue in and of itself.

While this is entirely true, I tried 2 times to get my dealer to understand the problem. I even printed out and gave them the TSIB, yet they still said they can't do it. Even the dealer service rep refused to allow the S/W update for my car.
It took a lot of unnecessary work/stress on my part to get the dealer to follow the TSIB. They finally did install the update.
Obviously this has soured me on the dealership and BMW. Anyway, the direction BMW is heading with their design language lately, I won't be shopping BMW for my next vehicle.

jad03060 · 08-08-2022, 09:50 PM

Some dealers are less willing to follow corporate guidelines...they are an independent organization, at least in the USA. But, when there is a SIB that indicates a particular service is warranted, they should perform the work without issues. Getting reimbursed by corporate takes paperwork and time, and if there's an issue, they only pay the listed labor time, which may be fine, but not always. Every once in a while, a module will fail to update, and then it's order a replacement which is a pain for everyone involved. Luckily, it doesn't happen often.

IftiBashir · 08-11-2022, 07:45 AM

Thank you for your informative responses.

After calling Connected Drive, and them confirming that the software requires an update due to the Remote 3D view not working, I requested a case be opened and a reference number provided. The rep told me it wasn't needed, but I insisted so that I could prove to my dealership that I had contacted Connected Drive etc - so he did open a case.

I then later called the dealership. My car is booked in for a full complimentary warranty check on 16th Sept so would be with them for the day anyways, so have asked they add the software update to the job list for that day while they had my car, providing them the case reference number from Connected Drive.

I'll report back with what happens next, but I can't see what the issue would be at this point considering I have exhausted all other avenues......

Fuzzy Master - Thank you for the SIB, I shall take this with me on the day also.

mikekay · 08-11-2022, 08:35 AM

Yea ths SIB was the leverage I needed in my case as well! Good luck!

Silver.Solid · 08-12-2022, 07:07 AM

my local dealer will wait till they smell the fumes from a burning fire before they touched the software... much less update it

ramparts · 08-12-2022, 07:23 AM

Sadly, blame the franchising model for this.

BMW central require a warranty bill for the time of doing a software update, but this can be as simple as "phone not pairing" as that's covered under warranty

IftiBashir · 08-18-2022, 01:34 PM

Definitely need to get this seen to.
Been away for a few days and nothing remote works properly.
Car location is slow to update. Can’t send any destinations to the vehicle. No remote 3D view etc.
Very annoying.

jad03060 · 08-19-2022, 07:22 PM

Not to be annoying, but when you're standing behind the vehicle, do you have reliable cellular coverage? It might just have lousy cellular coverage where it's parked.

IftiBashir · 09-01-2022, 09:19 AM

Quote:

Originally Posted by jad03060

Not to be annoying, but when you're standing behind the vehicle, do you have reliable cellular coverage? It might just have lousy cellular coverage where it's parked.

Cellular coverage is good where I am - full 5G
So at the moment, I'm looking a a locked car - yet my BMW app tells me the car is unlocked and hasnt updated since 2 days ago! lol

It's booked in on the 16th for an end-of-warranty check - hopefully I'll get them to update it then, especially with the TSIB someone kindly provided earlier in the thread - will let you know how I get on!!

jad03060 · 09-01-2022, 10:30 PM

Reset iDrive by holding the volume button down. Try it for up to three cycles if the first doesn't do it for you and see what happens.

IftiBashir · 09-17-2022, 04:33 PM

Just a quick update - took the car in yesterday for its end of warranty check and inform then an update was needed as I was having issues such as the remote 3D view not working from the app etc.
Surprisingly they were OK with it - collected the car later in the day with software version 07.2022 and everything is back working as normal - and for the first time I can check for remote updates (of course it says none available at this time etc for now, but at least it's checking and providing a result now!
All good!

08-08-2022, 04:56 PM	#1
IftiBashir First Lieutenant 110 Rep 319 Posts Drives: 2019 X5 MSport 40i Join Date: Jul 2020 Location: UK iTrader: (0)	Software Upgrade needed! So took my X5 (40i) into BMW today for a routine brake fluid change. Warranty expires end of Sept, so I booked in a complimentary warranty check for just before expiry, although I do intent to purchase an extended warranty anyways. Nevertheless, I took the chance to ask about a software issue.... Everything has always worked fine between my phone app and the vehicle. They connect and work fine. However, I noticed for the past few months the Remote 3D view has stopped working. I'm putting this down to out of date software on the vehicle, and as my app is up to date maybe there is an issue in between.....The over-the-air updates have never worked for me either, most likely because the vehicle software is so out of date?..... Mentioned this to the dealer today and they said they rarely upgrade software unless there is an issue. I told him the issue and he said I'd have to ring connected drive and speak to them first, and exhaust all other avenues before they would do anything. Called Connected Drive who confirm the vehicle is running software from July 2019 and they are now on July 2022 update!! He was unable to push an update down to the vehicle over the air and said it would need to be done at the dealership. Informed him what the dealership had said and he stated it was incorrect - the vehicle is still under warranty and they should just update it. Gave me a case number etc and his name, and said to get the dealer to call him directly if there was any issue with updating.... Was the dealership correct though? They should only be updating if there is an issue, otherwise they do not update software?? Seemed strange to me. Surely they would want to keep vehicles up to date and bug free etc?
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08-08-2022, 06:43 PM	#3
mikekay First Lieutenant 105 Rep 318 Posts Drives: 2019 X5 M Sport Join Date: Jan 2019 Location: Ontario iTrader: (1)	In a similar situation let me know how you make out man. Our posts were literally almost the same. Really lame BMW is doing this to its customers
	Appreciate 1 IftiBashir110.00 Quote

08-08-2022, 09:50 PM	#6
jad03060 Major General 3215 Rep 6,893 Posts Drives: X5 45e Join Date: Aug 2018 Location: NH iTrader: (0)	Some dealers are less willing to follow corporate guidelines...they are an independent organization, at least in the USA. But, when there is a SIB that indicates a particular service is warranted, they should perform the work without issues. Getting reimbursed by corporate takes paperwork and time, and if there's an issue, they only pay the listed labor time, which may be fine, but not always. Every once in a while, a module will fail to update, and then it's order a replacement which is a pain for everyone involved. Luckily, it doesn't happen often.
	Appreciate 1 IftiBashir110.00 Quote

08-11-2022, 07:45 AM	#7
IftiBashir First Lieutenant 110 Rep 319 Posts Drives: 2019 X5 MSport 40i Join Date: Jul 2020 Location: UK iTrader: (0)	Thank you for your informative responses. After calling Connected Drive, and them confirming that the software requires an update due to the Remote 3D view not working, I requested a case be opened and a reference number provided. The rep told me it wasn't needed, but I insisted so that I could prove to my dealership that I had contacted Connected Drive etc - so he did open a case. I then later called the dealership. My car is booked in for a full complimentary warranty check on 16th Sept so would be with them for the day anyways, so have asked they add the software update to the job list for that day while they had my car, providing them the case reference number from Connected Drive. I'll report back with what happens next, but I can't see what the issue would be at this point considering I have exhausted all other avenues...... Fuzzy Master - Thank you for the SIB, I shall take this with me on the day also.
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08-11-2022, 08:35 AM	#8
mikekay First Lieutenant 105 Rep 318 Posts Drives: 2019 X5 M Sport Join Date: Jan 2019 Location: Ontario iTrader: (1)	Yea ths SIB was the leverage I needed in my case as well! Good luck!
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08-12-2022, 07:07 AM	#9
Silver.Solid Second Lieutenant 119 Rep 255 Posts Drives: '19 X5 Join Date: Dec 2019 Location: Riyadh iTrader: (0)	my local dealer will wait till they smell the fumes from a burning fire before they touched the software... much less update it
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08-12-2022, 07:23 AM	#10
ramparts Colonel 1138 Rep 2,250 Posts Drives: M40i Join Date: Apr 2015 Location: UK iTrader: (0)	Sadly, blame the franchising model for this. BMW central require a warranty bill for the time of doing a software update, but this can be as simple as "phone not pairing" as that's covered under warranty
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08-18-2022, 01:34 PM	#11
IftiBashir First Lieutenant 110 Rep 319 Posts Drives: 2019 X5 MSport 40i Join Date: Jul 2020 Location: UK iTrader: (0)	Definitely need to get this seen to. Been away for a few days and nothing remote works properly. Car location is slow to update. Can’t send any destinations to the vehicle. No remote 3D view etc. Very annoying.
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08-19-2022, 07:22 PM	#12
jad03060 Major General 3215 Rep 6,893 Posts Drives: X5 45e Join Date: Aug 2018 Location: NH iTrader: (0)	Not to be annoying, but when you're standing behind the vehicle, do you have reliable cellular coverage? It might just have lousy cellular coverage where it's parked.
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09-01-2022, 10:30 PM	#14
jad03060 Major General 3215 Rep 6,893 Posts Drives: X5 45e Join Date: Aug 2018 Location: NH iTrader: (0)	Reset iDrive by holding the volume button down. Try it for up to three cycles if the first doesn't do it for you and see what happens.
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09-17-2022, 04:33 PM	#15
IftiBashir First Lieutenant 110 Rep 319 Posts Drives: 2019 X5 MSport 40i Join Date: Jul 2020 Location: UK iTrader: (0)	Just a quick update - took the car in yesterday for its end of warranty check and inform then an update was needed as I was having issues such as the remote 3D view not working from the app etc. Surprisingly they were OK with it - collected the car later in the day with software version 07.2022 and everything is back working as normal - and for the first time I can check for remote updates (of course it says none available at this time etc for now, but at least it's checking and providing a result now! All good!
	Appreciate 0 Quote