Nissan Connect EV Registration and Issues

Rafal

To those who are just getting their new Leafs, if you try to register for Connect EV on Nissan.ie it will probably take you to a page with a dark blue background. If you enter your VIN on it, you may get an error, shown in a yellow font, that the VIN had not been recognised, and suggesting you call a UK, London number.

For what it is worth, the U.K. and the rest of Europe have now switched to different registration pages, specific to each country, with white backgrounds and the a new black and red theme. I used it, and it has accepted my VIN. The page that I have used, which seems to have been designed for Ireland, sits at:

https://ie.nissanconnect.eu/

Just press the small red font "Register" button, and as soon as you have created your account it will let you add a car using your VIN number.

For what it is worth, Connect EV worked for me before the TCU gave up—I am still waiting for the new TCU. I was able to start heating and perform other remote functions, including route planning and drive stats reporting. However, I had never been able to log in with the iOS app, always getting "Incorrect username or password" error. I don't know if this is because of continuing Connect EV issues, or because I have registered this way, so press on at your own risk.

Please report here, or on speakev.com, if you find any Connect EV functionality that does not work via either the web or the mobile device apps.

RGS

Have registered and logged on through the laptop,

cant get logged on through my phone(samsung A3)
getting error message-__"user id/password invalid."

using same password and user name

Rafal

I have the same error on the app, but I can log in using the web site. Can you?

RGS

No problem logging onto website.

mobile app appears to be the problem.

Rafal

Same here. I planned to wait a few days till we get more reports, but perhaps we should start reporting those to Nissan CS to get case numbers?

Padraig Mor

Rafal wrote: »

Please report here, or on speakev.com, if you find any Connect EV functionality that does not work via either the web or the mobile device apps.

I'm afraid Carwings / Nissan Connect not working as it should is service as normal! I have my Leaf 7 months and I'd say it's worked reliably for maybe 2 weeks earlier this year - and that's it (and no, I'm not exaggerating!).

Rafal

Dear Padraic, thanks for chiming in. Have a look here: https://speakev.com/threads/30-kwh-nissan-connect-issues.13928/

Rafal

For those of you accessing the new Connect EV system, the username is the email address you used when you registered on https://ie.nissanconnect.eu. The in-car username settings that used to be part of the older Carwings process are no longer in use, according to this thread: https://speakev.com/threads/30-kwh-nissan-connect-issues.13928/

It works for me on the web site, but I cannot log in on the iOS app. I suggest if you have the new TCU you should report this issue, perhaps to Nissan Ireland, or maybe, since that is what the web site suggests, straight to their UK call centre on: +443301231231.

I suspect that thei backend authentication and identity management system is still buggy, perhaps they can reset your username and password so it logs into all the backends.

Rafal

The registration page has been updated, and it now takes you directly to the site which I have given at the top of this thread. If you are experiencing the issues you will need to call Nissan Europe Customer Services. I am currently awaiting a reply from them, and will post back when I hear.

Their contact number, even for Ireland, is: 00443301231231.

Fastpud

Had new TCU installed yesterday and it is still not working. Dealer is on to Nissan. Seems that the new TCUs aren't "registered" with Nissan Connect services. Not a great fix is it

Rafal

Fastpud wrote: »

Had new TCU installed yesterday and it is still not working. Dealer is on to Nissan. Seems that the new TCUs aren't "registered" with Nissan Connect services. Not a great fix is it

Oh dear. Have you registered online for Connect EV yet? When I did that even my broken TCU functioned for just under a day.

By the way, there are registration issues unique to Irish customers, on the web site, which seems to create a username/password credential that only works on the web site but not in the app or in the car. Nissan CS are currently helping me with it, and I have to admit, so far, I am very impressed with the quality of service I have received. I suppose I got lucky to speak to someone who knows what is happening. I will report how it develops, as I hope to have an answer by this evening.

In any case, even the broken credentials have managed to remotely "activate" the older TCU: there was nothing to enter on the car, all was done from the browser.

RGS

Fastpud wrote: »

Had new TCU installed yesterday and it is still not working. Dealer is on to Nissan. Seems that the new TCUs aren't "registered" with Nissan Connect services. Not a great fix is it

Nissan CS did indicate this may be part of the problem.

Fastpud

This is really weird, in the car I can't download any of the charger updates or connect to NissanConnect services, however from the PC I can get the battery status, turn on the climate control and set the timer but I can't plan a route or find my car or get any of the stats!
Is any one able to plan a route or find their car from a PC.
Looks like some of the comms are working.

I also downloaded the IOS app but I'm unable to log in, keep getting invalid ID/Password but I am sure they are correct.

RGS

Fastpud wrote: »

This is really weird, in the car I can't download any of the charger updates or connect to NissanConnect services, however from the PC I can get the battery status, turn on the climate control and set the timer but I can't plan a route or find my car or get any of the stats!
Is any one able to plan a route or find their car from a PC.
Looks like some of the comms are working.

I also downloaded the IOS app but I'm unable to log in, keep getting invalid ID/Password but I am sure they are correct.

Same problem that i have.
Nissan CS to ring me monday. will provide an update.
Its a good job Nissan withheld deliveries till the comms issue was resolved.:)

Rafal

TCU Swap: Important Note for Dealers

I have just finished chatting with a very helpful guy from Nissan Customer Service Telematics Dept—PM me for his name if you need it. I have to admit I was impressed with his professionalism and willingness to work the issue thoroughly through. Based on this interaction alone, my perception of Nissan has improved a lot.

I have three new bits of info, two possibly unique to Irish/non-UK customers:

1. When the TCU gets replaced, it is paramount that the dealer (not you!) snaps a photo of the back of the unit, showing its serial number, and makes a note of the IMEI, and passes this back to Nissan Telematics through their own channel, so that they can complete the transfer on their back-end. With the new unit in the car, it will take at least 2 hours for them to complete the switch-over, perhaps longer. Without that, it will not work. If it is not working after this time has passed, please call Nissan CS Telematics (UK/Irish number +443301231231, option 2, option 4).
2. Additionally to the above, the new units are, by default, "UK-based", and will not communicate with accounts set-up for customers in Ireland (and I assume, but cannot be sure, in other countries outside of UK). Part of the work the Nissan Telematics team has to do during the replacement is to take the unit "out of UK" and put it "in Ireland".
3. If you have experienced the issue (like me) that you can log-in on the Connect EV web site but you get an Incorrect Username/Password error in the mobile device app, this is because the web site communicates with a different system, which only holds a snap-shot of the telematics data, while the apps talk more directly to the system that directly services the TCUs/head units. Once your TCU has been successfully replaced, activated, and re-homed if needed, you should only then create the account, and not before. If you already have an account that is only working with the web site, disassociate your VIN from it, and create a new account or re-associate the VIN with it once your TCU is known to be communicating.

My TCU should get replaced next Thursday, I will report my experiences. I cannot stress how professional Nissan Customer Services have been in my case, spending a day testing, and reporting to me, the issues with my Nissan Connect account. I can only wish you get to talk to someone as helpful as I have been chatting with.

As a footnote, if, after all of this, you find any other niggles or issues with the Leaf, please report them to Nissan CS—I was encouraged to do that.

** This is a repost from: https://speakev.com/threads/30-kwh-nissan-connect-issues.13928/page-16#post-244076

BoatMad

My new 30kw is in build first week in march , I presume the TCU issues should be sorted for new builds

steelboots

Is there an support e-mail address, don't have the time to spend on the phone, much easier by e-mail.

Rafal

Yes, but resuits better on the phone. No wait times except menus. Email gb@nissan-services.eu or call +443301231231. Good luck.

RGS

Spoke to NIssan CS today. They indicated the dealers needs to send a photo of the TCU serial number to allow access to the app.
Spoke to the dealership and they will speak to nissan hq and try and resolve this issue.

Rafal

RGS wrote: »

Spoke to NIssan CS today. They indicated the dealers needs to send a photo of the TCU serial number to allow access to the app.
Spoke to the dealership and they will speak to nissan hq and try and resolve this issue.

It is a little more involved than just a photo of the unit, please see the procedure, which I detailed on Friday here: https://speakev.com/threads/30-kwh-nissan-connect-issues.13928/page-16#post-244076

Fastpud

Just been informed that my TCU needs to be replaced again! Not a happy camper as it is realy inconvenient to give them the car for a couple of hours during working hours, especially as i don't work any near the garage.

Rafal

Fastpud wrote: »

Just been informed that my TCU needs to be replaced again! Not a happy camper as it is realy inconvenient to give them the car for a couple of hours during working hours, especially as i don't work any near the garage.

Sorry to bang on about it, but are you sure your garage has taken photos of the TCU back showing its serial, the VIN, and the IMEI and emailed that to Nissan Telematics in Paris? If not, then even after the next TCU you will not have it working. This is a necessary procedure and I have been very reliably informed that Irish dealers have been forgetting it: there is a customer in Galway, Tiperrary and in Waterford, all who had a TCU replaced with the procedure skipped, and so they need to go back not so much for a new TCU but for theirs to be removed, photographed, and put back.

If anyone is in doubt, I would happily pass the name of the person to talk to at Nissan CS in Paris. See my earlier post here and on speakev.com.

slicedpanman

I'm having trouble registering my vin on the site... It's not a new car, it's a 151. I'm getting the following error:

This VIN is not supported

Anyone else having this problem? Or is it because they have blocked the service while they fix their security issue?

Follow the link from nissan.ie, owners, leaf and that should take you to the right place. Sounds like you might be trying to register to NissanConnect, whereas Leaf process is slightly different.

Rafal

I'd call CS on the number I shared. Speak to John if you can.

BoatMad

given the app isn't working I cant see why many are worried about Nissan connect

Rafal

The web site is working, and let's you control the car OK.

slicedpanman

Thanks guys, I tried the nissan.ie site as well as the one Rafal posted at the start of this thread... Neither worked.

I'll try the CS phone number tomorrow

Fastpud

Since the TCU was replaced last week, (for the second time!), I now can't get SOC or start / stop charging. The Climate control is temperamental as well from NissanConnect web site. I can send routes to car no problems - all in car functions are working though. This is better than it was but still not fixed, so a bit of a pain.
Have gone back to dealer -and I am awaiting a response. Will try the CS number this evening

slicedpanman

slicedpanman wrote: »

Thanks guys, I tried the nissan.ie site as well as the one Rafal posted at the start of this thread... Neither worked.

I'll try the CS phone number tomorrow

Problem solved... called CS - the VIN is still linked to the e-mail of the previous owner; they never de-registered the car. I just need to e-mail a scanned copy of the reg cert to CS and they'll switch the VIN over to me.

possible issue for all new owners of 2nd hand leafs

mylesm

slicedpanman wrote: »

Problem solved... called CS - the VIN is still linked to the e-mail of the previous owner; they never de-registered the car. I just need to e-mail a scanned copy of the reg cert to CS and they'll switch the VIN over to me.

possible issue for all new owners of 2nd hand leafs

well they told me the same and I did email reg cert that was 4 weeks ago and still waiting for carwings to work so hope you work out better than me

slicedpanman

mylesm wrote: »

well they told me the same and I did email reg cert that was 4 weeks ago and still waiting for carwings to work so hope you work out better than me

Thanks mylesm... could you at least register your VIN? I understand that the app doesn't work for anyone at the moment as they are still working on the security issues

mylesm

slicedpanman wrote: »

Thanks mylesm... could you at least register your VIN? I understand that the app doesn't work for anyone at the moment as they are still working on the security issues

Yes Registered VIN and app worked until they shut it down but carwings Web site not working either now so I cant do anything remotely

This is what it looks like now all menus are greyed out I am really sick of Nissan at the moment on the phone to CS including John but no joy

https://www.dropbox.com/s/hkygiir8raspcjy/Screenshot%202016-02-18%2015.59.42.png?dl=0

mylesm

mylesm

mylesm wrote: »

Yes Registered VIN and app worked until they shut it down but carwings Web site not working either now so I cant do anything remotely

This is what it looks like now all menus are greyed out I am really sick of Nissan at the moment on the phone to CS including John but no joy

https://www.dropbox.com/s/hkygiir8raspcjy/Screenshot%202016-02-18%2015.59.42.png?dl=0

mylesm

Ok after nearly 3 weeks trying to sort out the greyed out menus I got an email today from nissan CS telling me they reset my account and to try it out

I logged on to web and sure enough I can now control car from web portal so roll on the new app

mylesm

mylesm

I cannot believe Nissan held up Leaf Delivery due to Telematics issues and after frustrating customers for 6 weeks they then release cars and they still have telematics issues

Have to say its pretty poor service

mylesm

BoatMad

mylesm wrote: »

I cannot believe Nissan held up Leaf Delivery due to Telematics issues and after frustrating customers for 6 weeks they then release cars and they still have telematics issues

Have to say its pretty poor service

mylesm

as someone who develops telematic solutions , I agree, its all rather bizarre to be having issues at this stage of development, all this stuff is " off the shelf" technology

cros13

Most car companies don't have the skill set in house so they outsource. Nissan outsourced the Leaf telematics to CS (including sourcing hardware and managing infrastructure), and having worked with CS on a rail telematics project, my opinion is CS couldn't find their own arse with both hands.

Et voila... NissanConnect EV.

Rafal

It looks like some car companies, at long last, are understanding that good car software experience is key to their future, and not just an after-thought, as recently shown by Nissan Connect. From an Engadget article, BMW are increasing in-house software skills to 50-50 of their staffing levels. Quote:

"Our task is to preserve or business model without surrendering it to an internet player,", BMW's Klaus Froehlich says. "Otherwise we will end up as the Foxconn for a company like Apple, delivering only the metal bodies for them."

Read more here: http://www.engadget.com/2016/03/04/bmw-wants-to-build-the-most-intelligent-car/

mylesm

Does anyone have any update re the Nissan Connect App

Thanks
mylesm

slicedpanman

mylesm wrote: »

Does anyone have any update re the Nissan Connect App

Thanks
mylesm

Still not working for me... Can't log in as it will not allow me to select a country.
But the web site is working but a bit of a pita to fire up the laptop to use.
Not heard anything from Nissan

mylesm

slicedpanman wrote: »

Still not working for me... Can't log in as it will not allow me to select a country.
But the web site is working but a bit of a pita to fire up the laptop to use.
Not heard anything from Nissan

Just went to Android Play store and updated the Nissan EV app and surprise its working again

BoatMad

Hi I just downloaded the iphone NissanconnectEV app and it works just great !!!

BoatMad

They really need to allow multiple users on the same car. So that for example alerts can go to two people not just one

kala85

Was there some security concerns with carwings and Nissan connect and has it all been sorted

BoatMad

kala85 wrote: »

Was there some security concerns with carwings and Nissan connect and has it all been sorted

Yes , but I presume it's been sorted. Download the latest connectEV app and it works

Mind you I can't get the alerting features to work , I don't know how it does ssm alerts given there no place to enter your number ?

slicedpanman

Thanks guys for the update, the app is working for me now too.
Regarding updates, the web app mentioned that some of the notifications could only be set in the car... Also on the web app you can add a second email address for notifications - possibly you can add your phone number there too for the SMS alerts

BoatMad

slicedpanman wrote: »

Thanks guys for the update, the app is working for me now too.
Regarding updates, the web app mentioned that some of the notifications could only be set in the car... Also on the web app you can add a second email address for notifications - possibly you can add your phone number there too for the SMS alerts

I can't see anyway to set alerts in the car. You can " select email " but no settings

I don't see anywhere to sms details or add second emails ??? In the web app

( which would be very useful )

BoatMad

BoatMad wrote: »

I can't see anyway to set alerts in the car. You can " select email " but no settings

I don't see anywhere to sms details or add second emails ??? In the web app

( which would be very useful )

You do this from the connect website. At least that's what I did for carwings.

I think there are some settings in the head unit can't rem, you got the newer head unit anyway so it will be different.

slicedpanman

BoatMad wrote: »

I can't see anyway to set alerts in the car. You can " select email " but no settings

I don't see anywhere to sms details or add second emails ??? In the web app

( which would be very useful )

I was just out and about in the car myself and the only setting in the car (151 model) under car wings settings was to notify when charging is finished.

As mad lad says, in the connect web app there is a page for notifications and in the I've got a 2nd email added for the notifications.

I'll log in to the web app later and get a screen shot

It's actually handy because if you forget to plug in it will e-mail you to tell you. But you need to make sure your mobile syncs or remember to check your mail.

This is the reminder.

"This is a notification message regarding your Nissan LEAF.

Your Nissan Leaf is not plugged in at a location you have defined as a charge reminder spot. "

I can't remember defining a charge spot !

slicedpanman

here is the image from carwings where you set the 2nd emai... you get this page if you select "Notifications" in the menu pane on the left