The first steps shown in the chart bellow are to be followed when a device is reported missing connection. Neither the customer nor the car need to be physically present in the workshop to conduct this part of the troubleshooting:
If the error causing the problem has not been found after the above troubleshooting guide has been followed, then contact support with what you have found out.
Following the troubleshooting guide part 1 does not mean that a device replacement needs to be carried out right after. We may still have the opportunity to solve this online, which means that neither customer and car do not necessarily have to show up at the workshop.