SyncUP DRIVE issues & support

• Confirm the customer is using a SyncUP DRIVE Legacy device compatible with T-Life.
• View important SyncUP DRIVE Legacy device information by using the Look up SyncUP Product tool in Atlas.
• Use the SyncUP DRIVE FIX flows in Atlas and other troubleshooting resources

FIX Flows:

• Application Issues
• Can't connect device during setup
• Only escalate when directed by the flows in the FIX
  • Always use the correct ticket Category and Complaint type as advised by the FIX flow. Follow steps in Complaints, forms, & tickets.
  • Search by the MSISDN used in the SyncUP DRIVE Legacy app and file the ticket under that MSISDN.

• Vehicle: Lists any cars that were associated with the device.
• Last updated: Shows the date the data was last updated.

• Device Details section: Contains info about the Device Unlock App
• Device Accessories & Warranty:
  • Warranty of Last Used Device:
  • Warranty of Last Used Accessories:
  • Device Type:
  • Manufacturer:
  • Model:
  • IMEI:
  • First Used Data:
  • Last Used Dat:
  • Active JUMP Features:
  • Device Protection:
• IMEI Status:
  • IMEI in use
  • IMEI number
  • Status

• The device is designed to only show features supported by your car in the app.
• If a feature is not supported or not working correctly, such as Fuel Level, you will not see that section in the app.

If customers report flashing dashboard lights or issues that interfere with normal vehicle operation (such as electrical issues, engine cutoff, or steering/braking issues), follow troubleshooting in Atlas for "Dashboard light or vehicle issues."

Advise customers:

• Thank you for reporting your concerns that the SyncUP DRIVE Legacy device is not working properly in your vehicle.
• Based on what you’ve told me, I’d like to refer this matter to our technicians and engineers for further review.
• Until we confirm the problem and determine appropriate next steps, we ask that you remove the device from your vehicle.
• If you’d like to use the device in another vehicle until we have a response, I can double check the other vehicle in our vehicle compatibility tool.
• We'll reach out in three days to give you a status update.

• Advise customers that during OnStar & Starlink updates/maintenance service, they will need to unplug their SyncUP DRIVE Legacy device from their vehicle. They should reconnect it immediately once service is complete.
• Customers will receive emails informing them about the diagnostic tests failing and the service not working correctly
• The OBD-II port and internal diagnostic system both receive their data from the same system. Only one communication channel is allowed at a time.
• SyncUP DRIVE Legacy device is continually accessing the communication channel while in use, the internal diagnostic cannot receive the data it needs and returns an error.
• Review the information below for handling steps:

OnStar

• OnStar is in General Motors vehicles and runs diagnostics once a month.
• Customers can set the date when the diagnostics run. They'll need to speak with their Authorized Retailer or check their vehicle manual for assistance with that.

Starlink

• Starlink is in Subaru vehicles and runs diagnostics on a regular basis.
• It repeatedly accesses the communication channel instead of once a month, and there is no workaround.
• Let customers know they can't use the two services together.

• Make sure the engine is on and that the customer is on the Wi-Fi hotspot network before attempting to access the site.
• If you're having trouble logging into the mobile hotspot admin page, there may be an issue with your temporary internet files. Check the How Tos for your device for steps to clear the history, cookies, and data then try again. If the issue persists, continue troubleshooting using The Fix in Atlas under Mobile Hotspot: Cannot access Mobile Hotspot Admin console.

• View important SyncUP DRIVE device information by using the Look up SyncUP Product tool in Atlas.
• Use the SyncUP DRIVE FIX flows (SyncUP & IoT Category in Atlas). 

FIX Flows:

• Application Issues
• Can't connect device during setup
• Only escalate when directed by the flows in the FIX
  • Always use the correct ticket Category and Complaint type as advised by the FIX flow. Follow steps in Complaints, forms, & tickets.
  • Search by the MSISDN used in the SyncUP DRIVE Legacy app and file the ticket under that MSISDN.

Occurs when the device is already linked to another customer's account.

1. Access Atlas from any active line on the account.
2. File a trouble ticket using Category: SyncUP DRIVE, Complaint: USER FEEDBACK. Include the following information in the ticket:
   • BAN
   • MSISDN
   • IMEI
   • Error "Device ID Not Found" (include any other details of the issue as well)
3. Set a follow up for a week after filing the ticket to confirm for the customer their device has been unclaimed.

Use these steps for customers who are unable to create a roadside assistance request.

1. Verify the following:
   • The customer is using the T-Life app.
   • The customer is on an active SyncUP DRIVE rate plan
   • The customer has onboarded a device/vehicle onto their SyncUP DRIVE account
2. Walk the customer through using the app to access the Roadside section via the top-lefthand hamburger menu and accept terms (if they have not accepted terms)
   • If the customer is able to accept terms, they will be able to complete their request digitally. If they want to complete the request over the phone, cold transfer them to AAA: 1-888-291-1006
3. If the customer is unable to enroll via the app, initiate a warm transfer to AAA by phone: 1-888-291-1006
   • Select " 1 ". Call should connect within 30 seconds.
4. Explain to AAA rep:
   • You are a T-Mobile care agent
   • The customer has an active rate plan for roadside assistance
   • The customer should be able to receive a goodwill request
5. Connect customer to AAA rep, introduce customer to complete interaction.

What is happening?

Customers attempting to pair a Legacy SyncUP DRIVE device (specifically those with IMEI numbers starting with 8612, 3591, 3523, and 3523) will need a replacement device to continue DRIVE services wiht T-Life.Check SyncUP: Free replacement SyncuUP DRIVE for details.

What is happening?

Fuel Prices are displaying incorrectly.

Symptoms

Fuel prices not showing accurately for SyncUP DRIVE. They are either a static incorrect number or rounded to nearest zero. 

Workaround / Next Steps

We are currently working with our vendor to get a resolution. There is no current ETA on a resolution. 

For both iOS and Android

• Currently, most notifications will be delivered around 30 - 60 seconds after the event has happened. 
• Disturbance waits 2 minutes before being triggered to prevent false positives.
• For Android users, if the screen is locked notifications will not be delivered until the screen is unlocked. This is mentioned in Known Android issues at launch.

For Android only

Users on Android 7.x or higher may report a delay of up to 10 minutes for trip start or other notifications.

• Since Android 7.x, Google optimizes battery life over notifications and background activity.
• Some App notifications are prioritized more than others based on how frequently an App is accessed and based on user behavior and this result in delayed notifications.

To resolve this issue with a workaround, opt-out of battery optimization for SyncUP DRIVE Legacy device to enable quicker notifications:

1. From the home screen, go to Phone settings.
2. Select Battery Optimization.
3. Tap the drop down and select All apps
4. Scroll down to SyncUP DRIVE.
5. Tap SyncUP DRIVE and select Don’t Optimize.

What is happening?

Timeline details are limited to trips within the last 90 days.

Symptoms

When checking the timeline, users will not see any trips taken before June 25th.

Workaround / Next Steps

Please assure the customer the SyncUP Drive team is actively working on restoring timeline data.

On March 15, 2025, the SyncUP DRIVE Legacy app was retired. Customers using Legacy SyncUP DRIVE devices ZTE 6200, K1 SD 6200, and K1 SD 6500 (those with IMEI numbers starting with 8612, 3591, and 3523) will need to replace their drive device to continue use of DRIVE service in T-Life.

Check SyncUP: Free replacement SyncUP DRIVE for replacement details.

Feature availability will depend on the vehicle type and device.

Feature availability limitations are due to information each vehicle provides via OBD-II port, not product issues.

• The device is designed to only show features that are compatible with your vehicle. Please check the compatibility tool.
• If a feature is not supported, it will be absent in the app.

Use these steps to process device exchanges for customers who have a defective SyncUP DRIVE device. 

Check exchange eligibility

• For Care, follow standard troubleshooting processes in Atlas. Do not continue with an exchange until all steps have been completed.
• For Retail, call into Care to try to resolve device issues before processing any exchanges.
• Determine if the device is within Buyer's remorse. All Buyer's remorse device issues should follow Buyer's remorse.
• Determine if the customer's device is eligible for warranty exchange. If purchased over a year ago, they will need to purchase a new SyncUP Drive.