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Remote Services Thru App Not Working

bobbymcgraw

Well-known member
Hi All,

Overall, I have been very pleased with my L. I bought it back in the July.

The one thing that has been a big disappointment to me is the app function not working correctly. Below is a description. Anybody else have a similar issue that you have been able to resolve?

The remote services available thru the Jeep App work when my car is already on or running. However, none of the features work when the car is off -- every command I send times out.

After a few months of escalation with Jeep, I received an email that looked promising, but it did not fix the issue. I'll include it below in case it's helpful to anyone else. I appreciate any advice or tips you may have.

Email from Jeep:

We are reaching out to you regarding concerns with the Connected Services on your Jeep Grand Cherokee L. An update has been released for your vehicle to ensure features such as Remote Operations through the Jeep mobile app, in-vehicle AT&T Wi-Fi, and SOS functionality are working as designed.

This update is for the telematics box module in your vehicle, and the update can be performed at your preferred Jeep dealership. For your convenience, the service bulletin that your dealership may reference is service bulletin number: 08-174-21 REV. A.


My response after it didn't work:

Thank you for helping troubleshoot this issue. It has been going on since I purchased the vehicle in July 2021. I was hopeful that the service bulletin would have fixed my ongoing issues — but it appears that it did not.

If this helps, here is a recap of what I’m seeing from my end. To me, the issues point to a hardware or software issue inside the vehicle:

When Remote Services Work:
The app works perfectly if the car is on or is running. When on or running, the car immediately receives the command I send from the phone app and within seconds it locks/unlocks the doors, locates the car, etc.

To me, this says that the app on my phone is working correctly and the car has an active cellular connection and coverage.

When Remote Services Don’t Work:
None of the remote features work when the car is off. Every command times out. Which, of course, defeats the purpose of having remote services.

To me, it seems like the built in cellular radio in the car that is supposed to receive the remote signals is not functioning when the car is turned off.

Which makes me wonder if this is a piece of hardware that needs to be replaced? Or is it something tin the software?

Additional Steps Taken:
I went ahead and reset my uConnect system to factory defaults. The problem persists after the reset.

What are the best next steps to solve this?
 

ColeSD16

Member
Hi All,

Overall, I have been very pleased with my L. I bought it back in the July.

The one thing that has been a big disappointment to me is the app function not working correctly. Below is a description. Anybody else have a similar issue that you have been able to resolve?

The remote services available thru the Jeep App work when my car is already on or running. However, none of the features work when the car is off -- every command I send times out.

After a few months of escalation with Jeep, I received an email that looked promising, but it did not fix the issue. I'll include it below in case it's helpful to anyone else. I appreciate any advice or tips you may have.

Email from Jeep:

We are reaching out to you regarding concerns with the Connected Services on your Jeep Grand Cherokee L. An update has been released for your vehicle to ensure features such as Remote Operations through the Jeep mobile app, in-vehicle AT&T Wi-Fi, and SOS functionality are working as designed.

This update is for the telematics box module in your vehicle, and the update can be performed at your preferred Jeep dealership. For your convenience, the service bulletin that your dealership may reference is service bulletin number: 08-174-21 REV. A.


My response after it didn't work:

Thank you for helping troubleshoot this issue. It has been going on since I purchased the vehicle in July 2021. I was hopeful that the service bulletin would have fixed my ongoing issues — but it appears that it did not.

If this helps, here is a recap of what I’m seeing from my end. To me, the issues point to a hardware or software issue inside the vehicle:

When Remote Services Work:
The app works perfectly if the car is on or is running. When on or running, the car immediately receives the command I send from the phone app and within seconds it locks/unlocks the doors, locates the car, etc.

To me, this says that the app on my phone is working correctly and the car has an active cellular connection and coverage.

When Remote Services Don’t Work:
None of the remote features work when the car is off. Every command times out. Which, of course, defeats the purpose of having remote services.

To me, it seems like the built in cellular radio in the car that is supposed to receive the remote signals is not functioning when the car is turned off.

Which makes me wonder if this is a piece of hardware that needs to be replaced? Or is it something tin the software?

Additional Steps Taken:
I went ahead and reset my uConnect system to factory defaults. The problem persists after the reset.

What are the best next steps to solve this?
Ahh same issue and I have service scheduled for this Saturday! Please keep posted and I’ll also after Saturday JIC
 

Juggernaut

Well-known member
So weird. Today I got an email saying my GCL has been reconnected to uconnect. It hasn’t worked all last month. Now today all of a sudden the location is working and the health report. I didn’t even try a remote start or lock or unlock because they pretty much never worked to begin with.
 

Juggernaut

Well-known member
So weird. Today I got an email saying my GCL has been reconnected to uconnect. It hasn’t worked all last month. Now today all of a sudden the location is working and the health report. I didn’t even try a remote start or lock or unlock because they pretty much never worked to begin with.
Just for clarity I am referring to the Jeep App.
 

ColeSD16

Member
Yeah, I’m referring to the Jeep app as well.

I drop my car off today, so let’s see. I’m not very confident seeing as OP dropped their car off under same bulletin and no remedy.

I was reading the reviews of the app from iOS App Store and there are a ton of reviews with the same issue. Looks like the developer teams respond and ask To be emailed with VIN# so they can look into the problem. I left a 1 star review so I can also talk to the app side of things. Willing to try anything as it’s winter and I wanna use my APP!
 

bobbymcgraw

Well-known member
Yeah, I’m referring to the Jeep app as well.

I drop my car off today, so let’s see. I’m not very confident seeing as OP dropped their car off under same bulletin and no remedy.

I was reading the reviews of the app from iOS App Store and there are a ton of reviews with the same issue. Looks like the developer teams respond and ask To be emailed with VIN# so they can look into the problem. I left a 1 star review so I can also talk to the app side of things. Willing to try anything as it’s winter and I wanna use my APP!
It dawned on me that my dealer installed LoJack on my GCL before I bought it. I wonder if there is anything about the LoJack wiring, etc that could be interfering with proper remote functions.
 

Juggernaut

Well-known member
Doubtful. I don’t have LoJack on either of my Jeeps. The app just doesn’t work correctly. It would be nice if it did and it definitely should work but I don’t really care because I don’t plan on buying it when the trial is up. Ofcourse maybe I would have been swayed if it worked correctly and I got used to the benefits. I guess I will never know lol.
 

bobbymcgraw

Well-known member
Yeah, I’m referring to the Jeep app as well.

I drop my car off today, so let’s see. I’m not very confident seeing as OP dropped their car off under same bulletin and no remedy.

I was reading the reviews of the app from iOS App Store and there are a ton of reviews with the same issue. Looks like the developer teams respond and ask To be emailed with VIN# so they can look into the problem. I left a 1 star review so I can also talk to the app side of things. Willing to try anything as it’s winter and I wanna use my APP!
Any luck today?
 

ColeSD16

Member
Any luck today?
So I went to drop it and they didn’t have a programmer so I did a Sunday night drop.

I literally just called to get an update and left a message, so I’m waiting to hear back. I opened the app and the location now shows at the dealership and I unlocked and locked it and it showed successful. I didn’t wanna start the car though . Looks promising …

Stay tuned
 

Buldawg

Well-known member
I was just on the App Store. It shows the latest version as 1.4
I have version 1.36.1 and there is no option to update. I just did a 1 star review.
I think FCA would be better off if they would turn this app development over to a random middle school programming class. They couldn’t do any worse then the FCA development team.
 

bobbymcgraw

Well-known member
I was just on the App Store. It shows the latest version as 1.4
I have version 1.36.1 and there is no option to update. I just did a 1 star review.
I think FCA would be better off if they would turn this app development over to a random middle school programming class. They couldn’t do any worse then the FCA development team.
I get the same thing. I deleted the app and downloaded from the App Store. I wonder if it's really just a typo.
 

bobbymcgraw

Well-known member
Do u think that maybe they didn’t do the programming correctly where u went?

I have my work order and wonder if it compares to yours or if it’s just vague entries
“35ch18 perform rrt sos inoperative” journal prefix docs
Great tip - I will double check. I do know the invoice mentions the specific service bulletin the connected services told me I needed. Connected Services verified that the service bulletin was performed.

I will check to see if your entry was included in that.

Thanks!
 

bobbymcgraw

Well-known member
I received a call from a Jeep Connect agent today. They said they are confused since the software update has worked for all but mine and 1 other vehicle that they know of.

I asked for a technician/engineer to call me directly. I don't get the impression that they fully understand the issue. They see that the car occasionally responds to the app, so they think it works ... when in actuality it's only working because the is already on or I'm standing within proximity to it.
 

Buldawg

Well-known member
I received a call from a Jeep Connect agent today. They said they are confused since the software update has worked for all but mine and 1 other vehicle that they know of.

I asked for a technician/engineer to call me directly. I don't get the impression that they fully understand the issue. They see that the car occasionally responds to the app, so they think it works ... when in actuality it's only working because the is already on or I'm standing within proximity to it.
Sounds like an example of Jeep Connect being willfully ignorant. There is absolutely no way Jeep is not fully aware of the problems with this useless app.
 

Buldawg

Well-known member
I posted a review in the App Store about how bad the Jeep App is. I got a response from Jivona saying how sorry they are that I have so many problems. They asked for my VIN so they could look into the situation. I sent the VIN and a detailed description of my problems.
I finally received a response…they told me they are sorry I’m having problems. And asked me to send them the VIN so they can look into it for me. I reminded them I had already sent them this same information and resent them a copy of my original email.
Again just more evidence that Jeep under Stellantis is useless and is not concerned about quality or customer satisfaction. Empty promises.
 

ChitownJGCL

Active member
I posted a review in the App Store about how bad the Jeep App is. I got a response from Jivona saying how sorry they are that I have so many problems. They asked for my VIN so they could look into the situation. I sent the VIN and a detailed description of my problems.
I finally received a response…they told me they are sorry I’m having problems. And asked me to send them the VIN so they can look into it for me. I reminded them I had already sent them this same information and resent them a copy of my original email.
Again just more evidence that Jeep under Stellantis is useless and is not concerned about quality or customer satisfaction. Empty promises.
Similar issues with this Jeep app. Has not updated fuel or health in almost 50 days. Remote start and lock functions work fine. But it would be nice to conveniently see how much fuel is left and the health of the vehicle ( I posted a burning smell from vents in another thread). Left a 1 star review as well on the App Store. Called customer service where they stated they are having issues with the app updating. I told them “For 40 days you guys haven’t been able to fix this?!”
 
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