Description of the issue: the customer Ride Share (also known as Spark) reported that the vehicle does not react to lock/unlock commands properly, the car cannot be locked or unlocked. The system on the customer's side shows ATH_FAIL or similar error.
This article is applicable for vehicles that use ATH_INV installation method using CAN commands to control Lock/unlock commands +1 DOUT for ATH (Ignition blocking). This includes but is not limited to:
VW ID.3
VW ID.4
Audi Q4 eTron
VW e-Golf
Volvo XC40
Common causes:
User mistake (Open doors/hood/hatch);
Vehicle was locked with the key before;
Incorrect LCV door state is received ("open doors");
Delayed or incorrect reception of "CAN door lock state";
Physical connection issue;
Faulty CAN communication (needs to be investigated individually)
Troubleshooting steps:
1. Check the behavior of "CAN door lock state" and DOUT which controls the blocking relay in the raw data.
Normal behavior:
Abnormal behavior:
2. Check whether the vehicle was not locked using a physical key. It can be a bit tricky to detect but possible by checking CAN door lock state, timestamps and LCV door statuses:
In case you suspect that car was locked with the key, inform the client and ask them to unlock the car with a physical key on the spot.
3. Try sending LOCK_BLOCK and UNLOCK_UNBLOCK commands using Jenkins platform (try to reproduce the issue).
4. In case the vehicle does not execute commands properly (ATH_FAIL is displayed), block the engine via Jenkins platform (send command BLOCK). DOUT1 should change to "1". This should be done for safety reasons.
5. In case the issue persists (you cannot lock/unlock the car via Jenkins), register a query and consult with EU Global support. Most likely, a JIRA case shall be registered for further investigation.
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Known issues (as of May 2022):
ID.3 issue: https://ruptela.zendesk.com/agent/tickets/29908
ID.4 issue: https://ruptela.zendesk.com/agent/tickets/33888