Technical Service Bulletin
Topic

Questionnaire For All Technical Connected Car
Queries

Market area

Bentley: worldwide (2WBE)

Brand

Bentley

Transaction No. 2079669/1
Level

EH

Status

Released for publishing

Release date

Jan 6, 2026

New customer code

Complaint
type

Object of complaint

information, navigation, communication, entertainment -> radio, navigation, MMI and
functionality
drive device functions

Vehicle data
All Models | 20MY - Onwards
Sales types

Type MY

Brand Designation Engine code Gearbox code Final drive code

4V1* 2020 E

*

*

*

4V1* 2021 E

*

*

*

4V1* 2022 E

*

*

*

4V1* 2023 E

*

*

*

4V1* 2024 E

*

*

*

4V1* 2025 E

*

*

*

4V1* 2026 E

*

*

*

Z23* 2025 E

*

*

*

Z23* 2026 E

*

*

*

Z24* 2025 E

*

*

*

Z24* 2026 E

*

*

*

Z32* 2025 E

*

*

*

Z32* 2026 E

*

*

*

Position

ZV1* 2023 E

*

*

*

ZV1* 2024 E

*

*

*

ZV1* 2025 E

*

*

*

Documents
Document name
master.xml
retailer_questionnaire.pdf

Technical Service Bulletin
Questionnaire For All Technical Connected Car Queries

Transaction No.: 2079669/1
Release date: Jan 6, 2026

Condition
This questionnaire is designed to gather all necessary information from retailers before escalating a
technical request through DISS for connected car related issues.

Technical Background
This is to ensure relevant details are accessible to address the issue efficiently and effectively. If this isn’t
filled out correctly then the technical request will be returned and marked as avoidable. Refer to the measure
section for more information.

Production Solution
Not Applicable

Service
Please refer to the attachment and fill in the information on the Full Questionnaire For All Technical
Connected Car Queries.

Full Questionnaire For All Technical Connected Car Queries
Questions for General Connected Car Queries
1 ) Provide a detailed description of customer complaint

2 ) Provide the customer email associated with their My Bentley account?

3) If a error message is displayed on the My Bentley App, please provide the associated message
below accompanied by a screenshot.

4) If a fault code is displayed on the My Bentley App, please provide the associated code below
accompanied by a screenshot.

5) Since when has this issue started happening?

6) Has the service worked previously and if so when did it stop?

7) When was the last time the connected services worked?

INTERNAL

8) Has anything changed? E.g. new customer phone, Phone update or app update?

9) Has anything changed after a retailer visit? E.g. a module replacement or a software update

10) What troubleshooting has been attempted by the technician? Please ensure detailed
troubleshooting is filled out.

11a) Provide the Phone Model

11b) Phone software version

11c) My Bentley version

12) Is the customer logged into the APP?

13) Has the customer set their S-PIN?

14) Is the vehicle in a good signal area? E.g. outside in view of clear sky

15) Does the issue happen with the vehicle in multiple locations or in just one particular location?

16) Do any of the In-car services work? If no, what colour is the E-Call light? If the E-Call light is
green, what in-car services work? E.G. Weather/News

INTERNAL

17) What DATA connection is used for the in-car services? Embedded sim or tethering from a
Phone/Using SIM card?

18) Has an Infotainment factory settings, Infotainment hard reset, KL30 disconnect or Conbox
restart been carried out?

19) What is the LTE signal bar status on the Infotainment screen?

20) Provide the latest possible timestamp when the issue last happened

21) Has the customer set the Online user? (Only applicable to 25 model year Bentayga,
Continental GT and Flying spur models due to Asterix)

22) Please ensure a full Measured value block log of Conbox (0075) is uploaded for review. (This is
to be carried out in a good connection area with a clear view to the sky)
What is the Visible/Tracked
Satellite status?

INTERNAL

What is the Antenna signal
strength?

What is the GSM/LTE/TCP
status?

Extra Questions Required For E-Call Specific Connected Car Queries
1) Is the E-Call light red, green or clear?

2) When the E-Call button is pressed, what was the audio message that was communicated?
(Please record this for review)

3) On the E-Call attempt what was being displayed on the Infotainment screen

Extra Questions Required For PUN Specific Connected Car Queries
1) Has the customer’s account been verified on CCAT, what is the current status of the account and
is another user currently set as the PU

2) Is the customer inputting the correct credentials into the correct field (S-PIN/Email/Account
Password/Vehicle code)

3) If the user list is being failed to generate, has a KL30 disconnect, service immobiliser ran for cGW
(0019) and a replace test been ran for cGW (0019) without physical replacement

This form must be completed for all remote service complaints. Each troubleshooting attempt
should be conducted from a different physical location to ensure comprehensive testing.
For each attempt:
Capture a screenshot of the error displayed on the app screen.
Upload the screenshot to the DISS attachments section.
Name the file according to the corresponding attempt (e.g., Attempt1, Attempt2, etc.).
Date/Time
stamp (CST)

INTERNAL

Successful or error
received Y/N

Vehicle Location
(Address/What3Words/c
oordinates
Attempt 1

Attempt 2

Attempt 3

Attempt 4

Attempt 5

INTERNAL

Error code
received if
attempt failed