Dealing with problems in the service advice area

In the majority of cases, customers will not want to be without their terminal device for long periods of time. This is a particular challenge for service employees, because the terminal device cannot always be available in the workshop for diagnosis. The service employee should still ask the customer to make his terminal device available for the entire duration of the diagnosis. If this is not possible as far as the customer is concerned, the service employee must perform the self-diagnosis again together with the customer. The diagnostic information that is acquired forms the basis for troubleshooting.

Once the self-diagnosis has been performed, a message appears at the bottom of the display on the device. Detailed information can be displayed by pressing the information button at the bottom right of the terminal device display (1). An alphanumeric test code (1) containing all of the available diagnostic information is generated by the self-diagnosis.

Fig 1: Display - Information Button Screen

Courtesy of BMW OF NORTH AMERICA, INC.

Item	Explanation
1	Information button

Fig 2: Display - Information Test Code Screen

Courtesy of BMW OF NORTH AMERICA, INC.

Item	Explanation
1	Test code for information from self-diagnosis

The test code contains the following information:

Example: 134 - 51y - 221

Position 1: Version of the test code
Position 2: Results of self-diagnosis
Position 3: Terminal device model
Position 4: Terminal device software version
Position 5: Terminal device software version
Position 6: Terminal device software version
Position 7: Application software version
Position 8: Application software version
Position 9: Application software version

The following steps must be performed when providing service advice:

Record a detailed description of the problem.
Check the terminal device for compatibility and possible functional restrictions.
Disconnect terminal device from vehicle.
Check for possible availability of updates for the MINI Connected application on the terminal device.
Have the customer perform an update if necessary.
Perform self-diagnosis. The procedure is described under Troubleshooting .
In the event of problems, also check the FAQ page on the ASAP (Aftersales Assistance Portal) as well as the self-diagnosis information.

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

NOTE: The service employee must have special knowledge of MINI Connected in order to perform the self-diagnosis in accordance with specifications and interpret the information. The employee must be given suitable training beforehand. The MINI Connected page in the ASAP (Aftersales Assistance Portal) is available to the employee for assistance. It is also advisable to have a new MINI Y-cable available for testing at the service employee's workplace.