INFINITI Service Campaign
CAMPAIGN BULLETIN
REMINDER: Wireless Apple CarPlay® Update Voluntary Service Campaign
Reference: PC839
Date: March 17, 2022
Attention: Retailer Principal, Sales, Parts and Service Managers
The announcement from February 24, 2021 has been updated to highlight the following important information:
- REMINDER: This client service initiative as a free infotainment software update (PC839) will expire in two weeks March 31, 2022.
- Beginning April 1, 2022 the software update will be available as a client payable software service upgrade should a client request the wireless Apple CarPlay® update.
- INFINITI continues to make progress to improve the software with Wireless Apple CarPlay. More information will be provided as soon as possible.
Affected Vehicles
| Affected Models/Years: | Affected Population: | *Retailer Inventory: | SERVICE COMM Activation date: | SERVICE COMM Expiration date: | Stop Sale In Effect: |
|---|---|---|---|---|---|
| MY2020-21 Q50/Q60 | 37,588 | 84 | October 6, 2021 | March 31, 2022 | NO |
| MY2020-21 QX50 | 42,527 | 38 |
*Retailer inventory as of February 15, 2022.
Campaign Summary
INFINITI is conducting a Client Service Initiative to provide a free Infotainment software update, which includes Wireless Apple CarPlay® until March 31, 2022. The update will bring the vehicle's software to current production level, improve system overall performance, and enable you to use Apple CarPlay® wirelessly! For more information on Apple CarPlay®, please refer to: INFINITI Apple CarPlay® Features.
INFINITI's InTouch system is designed to improve the driving experience. Certain Model Year 2020 and 2021 INFINITI vehicles are already equipped with Apple CarPlay® to enhance iPhone users' experience with iOS13 and later, but they currently require a USB cord connection to an iPhone to use. The update eliminates the need to remove the iPhone from one's pocket or bag.
What Retailers Should Do
- Verify if vehicles are affected by this Voluntary Service Campaign using Service Comm or DBS National Service History – Open Campaign I.D. PC839.
- New vehicles in retailer inventory can also be identified by using DBS (Sales-> Vehicle Inventory, and filter by Open Campaign). Refer to IPSB 15-286 for additional information.
- Retailers should ensure any applicable vehicle has the latest AV control unit software installed, and use ITB21-022 to update the following software:
- Enablement of Wireless Apple CarPlay®
- Stability improvements and "bug" fixes
- Retailers use the most recent version of the CONSULT operating system.
- Technicians must follow all steps in the Technical Service Bulletin (TSB); especially configuration steps that begin with step 27.
- Retailers should assist every customer with (1) removing ALL paired phones, (2) pairing their phone with the vehicle again before they leave the dealership, and (3) verifying Wireless CarPlay is working for iPhone users.
- This is necessary for Wireless CarPlay operation because the user must allow Apple Wireless CarPlay® prompts to be accepted during the pairing process.
- Ensure that YES is selected on the vehicle when prompted to deactivate Wi-Fi to use Wireless CarPlay (provide owners a copy of the instructions on page 6 of this announcement).
- Please print a copy of the phone pairing instructions for the owner to use with pairing other phones back to their vehicle.
- Retailers should submit the applicable warranty claim for the action performed so it can be closed on Service Comm and release the vehicle.
Release Schedule
Update software is available on ASIST.
- Parts: No parts are needed.
- Special Tools:
- J-52727-1 (USB-drive) – each retailer received this USB for the R1912 campaign in October 2019. Additional USB drives may be purchased from TechMate @ www.infinititechmate.com or 1-800-662-2001.
- CONSULT III
- Repair: ITB21-022
- Owner Notification: INFINITI sent notifications to owners of all applicable vehicles beginning November 2021. INFINITI began mailing to owners of the added population in January 2022, via U.S. Mail.
Retailer's Responsibility
It is the retailer's responsibility to check Service Comm or DBS National Service History - Open Campaigns using the appropriate Campaign I.D. for the campaign status on each vehicle falling within the range of this client service initiative, which for any reason, enters the service department. This includes vehicles purchased from private parties or presented by transient (tourist) owners and vehicles in retailer inventory. If a VIN subject to this client service initiative was part of a retailer trade, the letter associated with that VIN should be forwarded to the appropriate retailer for service completion.
QX80 Direct Client Contact
Q: Why is Apple Wireless CarPlay® not currently available for the QX80?
A: INFINITI has been reviewing the results for the Infotainment software update, which includes Wireless Apple CarPlay®. INFINITI has determined the latest infotainment software update, which includes Wireless Apple CarPlay®, may not fully address concerns INFINITI was trying to improve with the software update. QX80 vehicles still eligible for the update have been removed from this initiative suspending the software update. (Not viewable in Service Comm as of 02/15/2022) INFINITI is currently working to improve the software with Wireless Apple CarPlay and we apologize for this inconvenience.
Q: What can be done to my QX80 that had the software update and continues to have issues?
A: Engineering is working on a solution for the limited number of cases where the issue has persisted beyond the 5-7 days. More information will be provided as soon as possible.
Q: Will Apple CarPlay work using the recommended cord?
A: Yes.
Frequently Asked Questions (FAQ)
Q: Is this a Stop Sale?
A: No.
Q: Is this a safety recall?
A: No.
Q: What is the reason for this Client Satisfaction Initiative?
A: This complimentary software update will bring the vehicle's infotainment software up to current production level, improve system overall performance, and allow Apple CarPlay® to be used wirelessly.
Q: How long is this complimentary software update available?
A: The complimentary software update expires March 31, 2022. Beginning April 1, 2022 the software update will be available as a client payable software service upgrade should a client request the wireless Apple CarPlay® update.
Q: What happens if I don't have this update performed?
A: The Apple CarPlay® features will not be able to be used wirelessly and the software installed will not match current production levels.
Q: What does this Client Service Initiative involve?
A: Retailers will update the vehicle's infotainment software up to current production level.
Q: Where can I find out more about Wireless CarPlay® features?
A: Please visit INFINITI Apple CarPlay® Features at: https://www.infinitiusa.com/intouch/features-apps/apple-carplay.html
Q: How long will this software update take?
A: This free update should take up to one (1) hour to complete. However, your INFINITI retailer may require your vehicle for a longer period of time based upon their work schedule.
Q: When will vehicle owners be notified?
A: INFINITI sent notifications to owners of all applicable vehicles beginning November 2021. INFINITI will begin mailing to owners of the added population in January 2022, via U.S. Mail. If a vehicle subject to this client satisfaction activity was part of a retailer trade, the letter associated with that vehicle should be forwarded to the appropriate retailer for update completion.
Q: Are parts readily available?
A: No parts are needed. The software is available for download from ASIST.
Q: Is there any charge for this software update?
A: No, this is a free software update.
Q: Will I have to take my vehicle back to the selling retailer to have this service performed?
A: No, any authorized INFINITI retailer is able to perform this free software update. For Consumer Affairs: Please inform us of the retailer where you would like to have this update completed.
Q: Do I need to do anything or activate a subscription to use the Wireless Apple CarPlay®?
A: A subscription is not necessary to use this feature. However, in order to ensure proper operation of CarPlay® features, all iPhone(s) being used will need to be removed, rebooted and re-paired to the vehicle again. This is necessary to allow Apple's Wireless CarPlay® prompts to be accepted for proper Wireless CarPlay® operation. Please ask your retailer for assistance if needed or refer to https://support.apple.com/en-us/HT203412 for instructions.
Q: When using Wireless CarPlay®, it is not working as I expected after the update. Where can I find answers?
A: Depending on the model of iPhone and iOS version your phone is running. Troubleshooting tips are available online at apple support at: https://support.apple.com/en-us/HT210892.
Q: I have a 2020-21 model year INFINITI Q50, Q60, and QX50 vehicle, how can I tell if my vehicle is eligible for this free software update?
A: Please give me your vehicle identification (VIN) so that I can check if your vehicle is eligible for this client service initiative.
Q: What model year vehicles are involved in this Client Service Initiative?
A: Certain Model Year 2020-21 INFINITI Q50, Q60, and QX50 vehicles manufactured between November 5, 2018 to October 26, 2021.
Revision History
| Date | Announcement | Purpose |
|---|---|---|
| October 6, 2021 | Original Document | New Campaign Announcement |
| October 14, 2021 | REVISION 1 | Emphasize the need to delete and pair phones again and configure the infotainment system to allow Wireless CarPlay® to work |
| December 16, 2021 | REVISION 2 | Updated vehicle population |
| February 24, 2022 | REVISION 3 | Updated vehicle population |
| March 17, 2022 | REVISION 4 | Reminder of expiration & availability of a client payable software service upgrade |
Phone Pairing Instructions
Dear INFINITI Owner,
Your vehicle has been updated to allow you to use Apple CarPlay® wirelessly. To begin using this feature, a few simple steps must be taken first.
- Delete all paired Apple iPhone devices from the vehicle.
- In the vehicle, press the MENU button (below the lower display).
- Touch the “Connections" key (on the lower display).
- Touch the info icon next the name of the connected device.
- Touch "Delete".
- Touch "Yes".
- Repeat steps c - e to delete all devices from the vehicle.
- Un-pair the vehicle from your iPhone(s).
- On your phone, touch Settings.
- Touch Bluetooth.
- Touch the info icon next to the device you want to un-pair.
- Touch "Forget this Device".
- Re-pair your iPhone(s) to the vehicle.
- In the vehicle, press the MENU button (below the lower display).
- Touch the "Connections" key (on the lower display).
- Touch "Add New (X/5 Free)".
- Follow the instructions on the "Connect Device" screen. When a PIN appears on the screen, operate the Bluetooth® device to enter/confirm the PIN. And, for any Bluetooth® connectivity issues, reboot the mobile phone or device.
- After confirming the PIN matches, select whether the vehicle can access the phonebook for the phone being paired.
The dialog box reads: Apple CarPlay requires to use Wi-Fi. Is it ok to deactivate all other Wi-Fi functionality to start Apple CarPlay? with options 'Yes' and 'No'.
