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Consequences of Failed Software Update.

11K views 33 replies 14 participants last post by  Qtown Charger 
#1 ·
2.1.0a installed in mid July with no problems.

A subsequent software version (number unknown) downloaded on 12 August. This new version refuses to install, either manually or scheduled, but it has introduced a bug.

I no longer have any remote connection, preconditioning is erratic and Jaguar Assist no longer works. My dealer (Marshalls, Oxfordshire) cannot even begin to investigate until 24 September and they admit they have no idea of what has happened.

Please will someone from Jaguar explain? Why is there no "Restore Point"?
 
#4 ·
Oddly I've had updates refuse to install, although I've not noticed any problems and the car remains drivable. We don't have a great mobile signal at home, so I drive into town where there is a signal and pressed the manual update button.
It may be coincidence but it has worked twice.
 
#5 ·
I had a problem with my car not communicating so phoned jag assist and the managed to push an update to me and all fixed. So yes, phone them and see if they can reset etc
 
#6 ·
I tried 'phoning Jaguar Assist and got a menu with three options:
1. Roadside Assistance
2. Onward Mobility
3. General Enquiries
All three lead to someone from the AA who can't help because my car is "not contactable".

My next step was to contact Jaguar Customer Services. The 'phone is answered with a truncated message, "…circumstances. The Jaguar Customer Relationship Centre is closed!"

I'm beginning to get annoyed.
 
#7 ·
I can see why you are getting annoyed. My problem is that I could not connect with my car via app. Therefore it would show me it's location. I phoned jag assist and explained that this was a major problem because if the car was stolen it could not be tracked. Everything was working etc. They immediately put me through to technical services. They identified a software fix which they pushed to the car. This failed as the car wasn't communicating. We set car to link with home WiFi still no joy. So sent roadside assistance out (was here in 30 mins) and he fixed problem loaded down software patch and all worked. Sorry for long story. I assume the jag assistance button is not working- mine did. Hence my suggestion of phoning them. They should send someone out as car is not functioning. Hope this helps and not hinders
 
#8 ·
I called Jag Assist re: my AC problem a few months back as I was directed to by the useless dealer who added to the problem rather than the solution.

I called from my phone rather than the car (as it was far too hot to sit in). That did get me through to what I assume was the AA but they did request a JLR support tech to contact me (and he did by follow up call). Ultimately this wasn't any real help in my situation (as they didn't have the equipment to diagnose and re-gas) but for something software related I assume they could come and fix it.
 
#9 ·
My telephone discussions with Jaguar Assist lead me to believe that no one is interested in dealing with a software fault because my vehicle is "Asleep" and they can't contact it. I don't see how I can get them to make a housecall because I have no way of contacting a higher authority!

Geoffham, I've noted your comments about getting an engineer out to physically load a software patch and I'll have a rethink about how to rephrase my cry for help to Jaguar Assist.

I made a couple more abortive attempts to contact Jaguar Customer Services/Customer Relations Centre but I still get the same unhelpful message.

The fact that my vehicle is asleep and will not wake up - actually, it's in a coma - means that remote alarms don't work (I'm not sure about the Tracker) and that, in turn, means that my insurance might be invalid. I hope I'm not driving illegally.
 
#12 ·
Latest update:
I went out to the car to try pressing and holding the Assist button again. I know that "Doing the same thing over and over again but expecting a different outcome" is the definition of madness but I'll keep trying.

When I powered up, the SOS light began flashing. This means that the vehicle is unable to contact Emergency Services (presumably because it's in a coma). I don't know why it didn't do this four days ago but who cares: this, combined with the failed remote warnings and tracking, means that the vehicle is undriveable.

I telephoned Jaguar Assist and they have agreed to send an engineer tomorrow.
 
#13 ·
I spent Thursday morning wondering what the situation with my insurance would be. I'm pretty sure that if I tried to make any claim regarding theft or vandalism then the insurance company would use the car's lack of connectivity as a get-out. Also, I think that if I contacted them to inquire about this, they would say that my insurance was invalid, and then I would be driving illegally.

The engineer (a Jaguar specialist) arrived at 2:30 and we spent ten minutes discussing what had happened. He agreed that the failed software installation was too much of a coincidence and the subsequent problem was probably related. However, he decided go through the installation process one more time, to eliminate it, and the result was as we expected - no improvement. He tried multiple start ups and shutdowns and pressed and held both overhead buttons to no effect. The SOS light continued to flash.

Next, he lifted the bonnet to connect jump leads to the 12volt battery. He explained that the battery was OK, but he needed a steady voltage to carry out his computer diagnostics through the OBD. I asked where the second auxiliary battery was, and he explained that this had been removed from later models and the TCU now had its own integral battery.

He spent the next hour running various tests, including an all module reset process (this is a soft reset of the hardware modules) and checking his online version of the I-Pace Technical Manual. He also called several colleagues to see if they could shed any light. The outcome of all this was that he decided that the TCU was probably the heart of the problem and, since it couldn't be awakened, it would have to be replaced.

He offered one final thing - a hard reset of the TCU. This is essentially "Big Red Switch Time", and he did it by simply pulling and replacing the TCU's dedicated fuse. Unfortunately, this didn't have any effect. The SOS light kept flashing and so we retired to lick our wounds.

He said that the car would have to go into the dealer's workshop. I pointed out that the earliest the dealer could accommodate this was 24th Sept (five weeks away) and then he dropped a bombshell. The dealer's techies would simply repeat what he had done and pronounce that the TCU had to be replaced and only then would they order the spare part! Given the availability of components, this would probably take a couple of months to arrive and, worse still, it might not solve the problem.

My mind had now shifted to the nuclear option - take my beloved I-Pace back to the dealer and tell them I wanted my money back!

We'd been standing discussing the options for at least 10 minutes when we heard a voice from the car say, "Hello, this is Jaguar Assist. How can we help?" The car had come out of its coma and automatically summoned help. Better still, the SOS light had stopped flashing.

Everything has been fine for 24 hours -- although I'm still getting a message asking me to install the latest software update, which of course has already been downloaded. There is no chance of me doing that until I'm parked on the dealer's forecourt with a tech guy standing-by! Also, the MyPace app shows the TCU battery at an unwavering 88%, which seems a strange number.

What I've learned:

1. It is possible for a legitimate piece of Jaguar software to totally stun a vital computer and Jaguar themselves are not aware of this.

2. There is no standard process (known to Jaguar) to wake up a comatose (not "sleeping") TCU. What the engineer did was a "Hail Mary" and he admitted he had no explanation of what happened.

3. Any First Responder (or owner) who finds an I-Pace in a coma should pull and replace that TCU fuse before doing anything else. It can't do any harm.
 
#17 ·
ExSootChucker said:
I think you've already stated the most sensible choice here, reject the vehicle and have a full refund, then think carefully if you're prepared to go with the same dealer, same vehicle type, same manufacturer again. Yours is clearly defective and they can't offer a timely resolution, rejecting it seems thoroughly reasonable at this point.
I've no problem with the dealer (Marshall's, Oxford): they gave me a great deal, plenty of sweeteners and have been in regular contact but they are tied by Jaguar's lack of communication. Jaguar's Customer Relationship department has shut up shop and the IT department is in hiding. I still think it's the software that's defective - not the car.

This is the first Jaguar I've owned - actually it's the first new car I've ever owned - and I love it to bits. I don't want to lose it and the optimist in me is thinking, "It'll be OK now. I'll give it one more chance". I've been preaching about the advantages of electric motors over combustion engines for about 20 years now and I really believed the I-Pace was the way to go. I'm just feeling a bit nervous - like a preacher being forced to question his faith.

I'm genuinely too old to be without a car for months while I play the aggrieved purchaser demanding reparation and l can't convey the sense of relief I felt when that voice went Hello, I'm Back.

At least once a week someone will approach me in a car-park and engage me in conversation about "That Fabulous Car". I was planning to be in the paddock at the Kop Hill Climb in a few weeks time, fielding questions. I'm not sure that will happen now.
 
#18 ·
i have alreadyhad jaguar assistance to try and install software update but it would download but not install so he suggests it may be a faulty Telematics unit but customer service have downplayed this theory , they claim , jaguar assistance do not have sufficient facilities on the vans to sort this out so it needs the dealership to check it out

It appears not all dealerships have trained guys for electric cars and my local Hatfields certainly does not.
 
#19 ·
Yes, this is more or less what happened to me. The Jaguar Assist engineer, who was an EV specialist, also failed to install the (already downloaded) software. He said that he believed that the TCU would have to be replaced -- whether it was the cause of the problem or not.

It wasn't until he pulled that fuse that it all came good and, as I said, he freely admitted that he hadn't a clue what had happened. It's my belief that the problem lies with the software -- not the TCU.

If you are waiting for a dealership (any dealership) to re-analyze the fault, order in another TCU and then install it, you are looking at months of delay.

I'm just two steps from rejecting the vehicle.
 
#20 ·
D762466C
My experience, after 18 months of different issues and initial request of returning the car to the dealer and Jaguar direct were refused.
4th September I advised JLR Finance the car was again in a dealer with repeated fault.

24th September offer from JLR F received.

Used CarW## other websites available! local dealer contacted by email. Car found at JLR exact spec I wanted paid a deposit collected New car on 4th October.
JLR F we're brilliant process very clear and quick, in all I had to wait a month from start to collection, had to hire a car for 2 days after mine was collected.
I waited far too long gave the dealer many chance to fix when I should have said enough!
 
#21 ·
Barthog24 said:
D762466C
My experience, after 18 months of different issues and initial request of returning the car to the dealer and Jaguar direct were refused.
4th September I advised JLR Finance the car was again in a dealer with repeated fault.

24th September offer from JLR F received.

Used CarW## other websites available! local dealer contacted by email. Car found at JLR exact spec I wanted paid a deposit collected New car on 4th October.
JLR F we're brilliant process very clear and quick, in all I had to wait a month from start to collection, had to hire a car for 2 days after mine was collected.
I waited far too long gave the dealer many chance to fix when I should have said enough!
Out of curiosity how much of a refund did you get from JLR F? Did they just agree cancellation of the contract and forfeiture of any sums paid or did they give you anything back?
 
#22 ·
I found JLR finance really good when I sent my car back. They processed the claim really quickly and there was no argument over the issues with the car. They work on a cost per mile figure for use of the car but add on interest on any money paid and also gave me a contribution for loss of use and inconvenience. I ended up getting back everything I paid for the car after 6 months. I would really recommend them for finance and also recommend anyone having a car get a small loan so that you don't end up fighting the dealer or JLR to take the car back.
 
#23 ·
ACB5 said:
I found JLR finance really good when I sent my car back. They processed the claim really quickly and there was no argument over the issues with the car. They work on a cost per mile figure for use of the car but add on interest on any money paid and also gave me a contribution for loss of use and inconvenience. I ended up getting back everything I paid for the car after 6 months. I would really recommend them for finance and also recommend anyone having a car get a small loan so that you don't end up fighting the dealer or JLR to take the car back.
I really want to pay off my PCP now as I have the money to do so and the interest rate is 5.9%. Whilst JLRF/Black Horse are still on the hook for the faulty car (as would a credit card company be if you paid a part of the cost on that), they are likely to feel less committed to a resolution if they have no outstanding balance which worries me a little given the issues I have had this far with the car (which currently appear sorted).

How much did they deduct per mile?
 
#24 ·
They charged 45p per mile which did not seem to unrealistic, this was more than made up for the 8% interest you get on any monies paid towards the car and as I has such a small outstanding balance I was no worse off.
 
#25 ·
ACB5 said:
They charged 45p per mile which did not seem to unrealistic, this was more than made up for the 8% interest you get on any monies paid towards the car and as I has such a small outstanding balance I was no worse off.
Wow, that is very reasonable.
 
#26 ·
Although I had a fixed appointment with Marshall, on 24th September 2021, to look at the problems with my car's connectivity, I also had a provisional appointment on 1st September 2021, to install some components related to the optional cycle-carrier I had ordered.

Marshall contacted me to say that this wasn't going to happen because the components needed were not going to be available. However, they suggested that they use the appointment to investigate the software problems and, at the very least, try to remove the update "timebomb" that was still waiting to install. I told Marshall that I was happy to go along with this and I pointed out that I had had some further problems with connectivity (Bluetooth pairings and my home wi-fi) and that there was a mysterious charging discrepancy.

I decided that Marshall were doing their best to deal with the problem, which had been created by Jaguar, and I felt that I needed to put some pressure on the manufacturer. I was still unable to get through to Jaguar Customer Relationships, so I emailed Thierry Obellé directly.

I explained to him about the problem with my car, how it had effectively left me stranded without aid and had destroyed my trust in my luxury vehicle. I made it clear that anything to do with software was entirely Jaguar's responsibility and it was unacceptable for them to dump it onto the dealership.

I also pointed out that Jaguar had committed to an "All-Electric Future" and to achieve this, they needed I-Pace owners onside. We, the I-Pace owners, are Jaguar's "Electric Cheerleaders". No matter how much good publicity Jaguar garners from Formula E or how much clever advertising Jaguar buys, their future sale of all EVs depends on I-Pace owners telling the world how good Jaguar is (or isn't).

I arrived early for my 10o'clock appointment. I was greeted by Marshall's service coordinator who explained that they had been contacted by Jaguar and had been given a service schedule, which ought to sort out the connectivity and TCU issues. They thought that this might also fix the charging discrepancy.

They settled me down in a comfy armchair with a bottomless coffee-pot and a plate of biscuits. Almost immediately, my mobile rang and I was talking to a chap from Jaguar's Executive Office. He said that he had taken personal charge of my case and was about to contact Marshall to brief them on what needed to happen. I told him that the person he was about to contact was sitting 10ft from me, so make the call and I could listen to the conversation.

My car went into the workshop and about 90mins later reappeared. The coordinator said that everything had been fixed to Jaguar's satisfaction, the software had been updated from 2.1.0a to 2.1.3 and the charging discrepancy had gone.

I've waited 48hrs before posting this, just to make sure that nothing else would go wrong. All appears to be OK and I believe that my beloved I-Pace is back with me.
 
#27 ·
Although I had a fixed appointment with Marshall, on 24th September 2021, to look at the problems with my car's connectivity, I also had a provisional appointment on 1st September 2021, to install some components related to the optional cycle-carrier I had ordered.

Marshall contacted me to say that this wasn't going to happen because the components needed were not going to be available. However, they suggested that they use the appointment to investigate the software problems and, at the very least, try to remove the update "timebomb" that was still waiting to install. I told Marshall that I was happy to go along with this and I pointed out that I had had some further problems with connectivity (Bluetooth pairings and my home wi-fi) and that there was a mysterious charging discrepancy.

I decided that Marshall were doing their best to deal with the problem, which had been created by Jaguar, and I felt that I needed to put some pressure on the manufacturer. I was still unable to get through to Jaguar Customer Relationships, so I emailed Thierry Obellé directly.

I explained to him about the problem with my car, how it had effectively left me stranded without aid and had destroyed my trust in my luxury vehicle. I made it clear that anything to do with software was entirely Jaguar's responsibility and it was unacceptable for them to dump it onto the dealership.

I also pointed out that Jaguar had committed to an "All-Electric Future" and to achieve this, they needed I-Pace owners onside. We, the I-Pace owners, are Jaguar's "Electric Cheerleaders". No matter how much good publicity Jaguar garners from Formula E or how much clever advertising Jaguar buys, their future sale of all EVs depends on I-Pace owners telling the world how good Jaguar is (or isn't).

I arrived early for my 10o'clock appointment. I was greeted by Marshall's service coordinator who explained that they had been contacted by Jaguar and had been given a service schedule, which ought to sort out the connectivity and TCU issues. They thought that this might also fix the charging discrepancy.

They settled me down in a comfy armchair with a bottomless coffee-pot and a plate of biscuits. Almost immediately, my mobile rang and I was talking to a chap from Jaguar's Executive Office. He said that he had taken personal charge of my case and was about to contact Marshall to brief them on what needed to happen. I told him that the person he was about to contact was sitting 10ft from me, so make the call and I could listen to the conversation.

My car went into the workshop and about 90mins later reappeared. The coordinator said that everything had been fixed to Jaguar's satisfaction, the software had been updated from 2.1.0a to 2.1.3 and the charging discrepancy had gone.

I've waited 48hrs before posting this, just to make sure that nothing else would go wrong. All appears to be OK and I believe that my beloved I-Pace is back with me.
Good morning Dave,

Thank you for your post.

While I am concerned to learn of your experience, I am happy to hear a resolution to your concerns was met.

Should you have any further questions please do not hesitate to contact me and I would be more than happy to help.

Many Thanks,

Dan - Jaguar UK
 
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