If a vehicle stops updating data, proactive service alerts, diagnostics, and service reminders may not work as expected.
Understanding how to read the connection status and follow the correct troubleshooting steps helps you resolve issues faster and avoid unnecessary installation work.
Step 1: Check the connection status
- Open the vehicle in ConnectedWorkshop and go to Vehicle Details.
- Review the connectivity status badges shown for the vehicle.
These indicate whether the vehicle is currently communicating and whether any action is required.
Typical statuses include:
-
Communicating (Green) - Data is being received
-
Awaiting user consent (Amber) - Consent is missing from the driver
-
Not communicating (Red) - Unit has not communicated since vehicle was activated
- Not installed (Grey) - No unit is installed in the vehicle
Step 2: If the vehicle shows “Communicating”
If the vehicle is marked as communicating but data appears outdated:
- Open the Connectivity tab Check the last data received timestamp:
2. Confirm whether the vehicle has been driven recently:
If the vehicle has not been driven, no new data will be sent.
Step 3: If the vehicle shows “Offline” or “No data received”
If the vehicle shows a status indicating no connection or missing data:
- Do not replace or reinstall the CC-Link immediately
- Follow your local VW support or importer support process as the first step
Local VW support will:
- Validate the issue
- Check whether it is a known platform or market issue
- Decide whether escalation is required
Step 4: Physical installation check (only if instructed)
If local VW support escalates the case and confirms a physical check is required, follow the official CC-Link troubleshooting guide step by step:
https://help.connectedcars.io/hc/en-us/articles/22397284942866
This includes checks such as:
- Power supply and wiring
- Antenna connections
- Correct mounting of the CC-Link unit
When to escalate
If the vehicle does not send new data within 24 hours after the next completed trip, and this affects proactive service:
- Report the issue through your local VW support channel
- They will escalate to Connected Cars Support if needed
Workshops should not contact Connected Cars Support directly unless instructed.
Good to know
Data updates are triggered by vehicle usage Missing data does not always indicate a hardware issue. Data availability can depend on vehicle type, connectivity source, or consent status.