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.
Possible causes of the issue:
User mistake (Open doors/hood/hatch);
Incorrect LCV door state is received ("open doors" while they are closed in fact);
Delayed or incorrect reception of "CAN door lock state";
Physical connection issue;
Faulty CAN communication (rare case, needs to be investigated individually).
Troubleshooting steps:
Note: The troubleshooting steps provided here are generalized for all vehicle models. Information regarding specific models is provided in the follow-up articles below.
1. Open the object and webuser according to Basic troubleshooting for Car sharing objects;
3. Check for possible user mistakes (door/window is open, while client is trying to lock the car (normal behavior):
Note: if possible, confirm with the client whether all doors and windows are closed.
4. Identify abnormal behavior:
ATH_FAIL without specific comments:
Example: "open door" error when client cannot unlock the car:
In case DEVICE_OFFLINE error is displayed, it may be a different type of issue.
4. Check the vehicle model in Object settings in LCM:
5. Check the installation method used in the vehicle from the Confluence page:
Note: Be careful - some vehicles can be connected using older methods! Which method is being used in the specific device can be checked in CFG update module, with configuration file name used:
6. Take notes which DOUTs are used for commands execution for this specific car model, this information will be needed during diagnostics. Notes on the right side shall be useful as well.
Note: "ATH" means DOUT used for Ignition blocking.
7. Open raw data report in TT2.
For quick investigation (while being on the call, SupportMode should be enough):
Raw data report in Excel format takes longer to download but allows easier investigation (strongly recommended for deeper investigation):
Note: In case Excel file is used, special color-coded formatting is recommended for easier visual identification. In the examples, a color-coded file will be used.
7. Continue on the respective Knowledge article, depending on the connection method:
DOUT1 Lock, DOUT2 Unlock, DOUT3 ATH - Using 2 DOUTs (VW e-Up, Škoda CityGo, Hyundai Ioniq, Hyundai Kona, BMW i3, older VW e-Golf, etc.)
DOUT1 Lock/Unlock, DOUT2 ATH - Using 1 DOUT (Renault Zoe, Peugeot e-208, Peugeot e-2008, Opel e-Mokka, etc.)
DOUT1 ATH - using CAN commands (VW ID.3, VW ID.4, Audi Q4 eTron, new VW e-Golf, Volvo XC40, etc.)
Note: in most cases, ATH_FAIL type of errors lead to a physical check-up, therefore it's recommended to check with the technician on the spot. In case the Technician is near the car, you shall try troubleshooting on the spot.