Locked out! Neither phone as a key nor key card worked.

[Atlrivian]

Hello everyone,

I'm currently locked out of my truck at work. Neither phone as a key nor key card worked. After an hour, support is basically out of ideas except that it may be stuck in a sleep cycle? Apparenlty that takes ~30 min to fix. Gear guard is still working (I can see the guy on the screen staring at me).

They are paying for a Lyft for me to get home and then back to work in the morning. Does the hive mind have any other ideas? Hopefully I can post a resolution tomorrow.

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[manitou202]

Does your App connected to the vehicle? Can you unlock through the App?

Restart your phone?

 

[SANZC02]

Do you not have the key fob with you? Curious if you can lower the windows with the fob to get in.

Second question, can you use the app to do something like cool down the interior? Curious if that would wake it up.

 

[Atlrivian]

Does your App connected to the vehicle? Can you unlock through the App?

Restart your phone?

App does connect...sort of. I get a cabin temp, but then a "can't connect" error when I try and hit the unlock icon.

We tried restarting phone, reinstalling the app, playing with the frunk button, walking away from the vehicle, turning off / on Bluetooth, etc.

They could NOT remote unlock it.

 

[Atlrivian]

Do you not have the key fob with you? Curious if you can lower the windows with the fob to get in.

Second question, can you use the app to do something like cool down the interior? Curious if that would wake it up.

Do not have my fob unfortunately. I'm going to take it with me to work tomorrow. Could not cool the interior. Same error that I could not connect to the truck.

 

[ironpig]

This is why I started carrying the stupid fob with me. Not that I know it would fix this situation for sure as it seems like the truck is totally asleep to communication, but at least I have 3 options. I don't trust the overly complicated lock and unlock protocols on this truck yet.

Sorry - hope you get back in it quickly and they sort it out.

 

[CommodoreAmiga]

This is why I started carrying the stupid fob with me. Not that I know it would fix this situation for sure as it seems like the truck is totally asleep to communication, but at least I have 3 options. I don't trust the overly complicated lock and unlock protocols on this truck yet.

Sorry - hope you get back in it quickly and they sort it out.

If RFID isn't working I think there's a good chance the fob wouldn't, either. The car's computer has to communicate with the fob, and if it's hung then it's hung.

 

[ironpig]

If RFID isn't working I think there's a good chance the fob wouldn't, either. The car's computer has to communicate with the fob, and if it's hung then it's hung.

Yeah that's what I was thinking, but at least I'd know for sure.

OP - did you do the whole "hold the card against the car for 8 seconds" thing? That's the only advice I have heard if it's just "asleep". I assume they had you do that.

 

[Dark-Fx]

Check to make sure it's not actually unlocked and just not presenting the handles?

 

[Atlrivian]

Yeah that's what I was thinking, but at least I'd know for sure.

OP - did you do the whole "hold the card against the car for 8 seconds" thing? That's the only advice I have heard if it's just "asleep". I assume they had you do that.

Unfortunately, yes tried for 30+ seconds.

Wish there was a combination of buttons I could press to hard reset from outside the truck. Yes I realize that would constitute a security issue.

 

[Atlrivian]

Check to make sure it's not actually unlocked and just not presenting the handles?

Yea no such luck.

 

[Christopher]

This has always been a fear of mine. I always have my fob on me, and the card in my wallet, plus my phone. I never trusted the locking/unlocking capability and always carry these with me. Unfortunately it sounds like it wouldn't have even mattered in this instance.

 

[Atlrivian]

Update:
Service tech came out to my car and I *believe* has fixed the issue. He had to take apart most of the front driver's side wheel well, in order to manually release the frunk. Once the frunk was released, he disconnected the main and 12v batteries to do a hard reset of the computer. After that, everything started working again. They've run the codes up the Wazoo and he was in the process of putting everything back together before I had to run.

I was told by both phone service folks and in-person service tech that no one had seen this issue before. Half the time he was on the phone with who I assume is a home base engineer who was helping him troubleshoot. Fingers crossed everything works when I get back to work tomorrow morning.

Tech was very pleasant and knowledgeable. The only nit I have to pick with this whole process is having to speak to several different customer service reps. It's like playing telephone and you have to rehash all previous conversations with each new person.

 

[COdogman]

I hate having to go over the entire story multiple times like that, but it seems inevitable in these situations. Glad they got it figured out for you!

Probably the only good thing about waiting for my truck is the hope they will have some of these bugs worked out by next year when I finally get mine.

 

[SANZC02]

Update:
Service tech came out to my car and I *believe* has fixed the issue. He had to take apart most of the front driver's side wheel well, in order to manually release the frunk. Once the frunk was released, he disconnected the main and 12v batteries to do a hard reset of the computer. After that, everything started working again. They've run the codes up the Wazoo and he was in the process of putting everything back together before I had to run.

I was told by both phone service folks and in-person service tech that no one had seen this issue before. Half the time he was on the phone with who I assume is a home base engineer who was helping him troubleshoot. Fingers crossed everything works when I get back to work tomorrow morning.

Tech was very pleasant and knowledgeable. The only nit I have to pick with this whole process is having to speak to several different customer service reps. It's like playing telephone and you have to rehash all previous conversations with each new person.

Thanks for the update, that is good information to keep in mind. Would be nice to know if just unplugging the 12 volt batteries and waiting a few minutes was the extent or if more steps were required.

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