If a vehicle shows no connection or missing data, proactive service, alerts, and diagnostics may not work as expected.
Knowing the correct troubleshooting steps helps you avoid unnecessary checks, resolve issues faster, and ensure vehicles are properly connected before customer handover.
Start with your local VW support or importer helpdesk
If a vehicle shows missing connection or no data, workshops should first contact their local VW support channel or importer helpdesk, following the standard VW support process in their market.
This is the correct first step for all VW Connect Pro workshops.
Local VW support will:
- Verify the issue reported by the workshop
- Check whether the issue is already known in the market
- Confirm whether the problem can be resolved locally
Decide if escalation is needed
When a physical check at the workshop is required
If Connected Cars Support confirms that the issue cannot be resolved remotely, the CC-Link installation must be physically checked at the workshop.
Only proceed with physical troubleshooting after this confirmation:
Follow the CC-Link troubleshooting chart
When performing a physical check, follow the official CC-Link troubleshooting chart step by step.
This typically includes:
- Power supply and wiring checks
- Correct mounting of the CC-Link unit
- Antenna placement and connections
- Vehicle ignition state
- Visible damage or loose connections
Following the troubleshooting chart ensures a consistent diagnosis and avoids unnecessary replacements.
Important to know for VW workshops
- Always follow your local VW support process first
- Do not replace or reinstall CC-Link units before escalation is confirmed
- Missing data does not always indicate a hardware fault
Data availability can depend on vehicle type, connectivity source, or consent status
What to do after troubleshooting
Once the checks are completed:
- Report the findings back through your local VW support channel
- Follow the next steps provided
- Verify in ConnectedWorkshop that connection status and data are updated
Good to know
Following the correct support flow helps resolve issues faster and ensures cases are handled consistently across VW markets.