Nissan Connect EV Registration and Issues

Rafal · 16-02-2016 08:40PM #1

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 · 16-02-2016 09:42PM

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 · 17-02-2016 12:11AM

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

RGS · 17-02-2016 12:19AM

No problem logging onto website.

mobile app appears to be the problem.

Rafal · 17-02-2016 01:41AM

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 · 17-02-2016 09:48AM

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 · 17-02-2016 11:26AM

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

Rafal · 17-02-2016 11:36AM

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 · 19-02-2016 01:21PM

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 · 19-02-2016 03:36PM

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 · 19-02-2016 04:08PM

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 · 19-02-2016 07:32PM

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 · 19-02-2016 07:51PM

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 · 19-02-2016 07:55PM

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 · 19-02-2016 08:19PM

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:

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).
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".
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 · 20-02-2016 01:09PM

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

steelboots · 22-02-2016 11:38AM

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

Rafal · 22-02-2016 11:54PM

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

RGS · 23-02-2016 12:11AM

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 · 23-02-2016 09:34AM

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 · 23-02-2016 06:50PM

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 · 23-02-2016 06:56PM

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 · 07-03-2016 08:37PM

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?

07-03-2016 08:48PM

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 · 07-03-2016 08:48PM

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

BoatMad · 07-03-2016 09:12PM

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

Rafal · 07-03-2016 09:14PM

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

slicedpanman · 07-03-2016 09:19PM

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 · 08-03-2016 08:28AM

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 · 08-03-2016 01:22PM

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 · 08-03-2016 02:57PM

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

Nissan Connect EV Registration and Issues

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