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Discussion Starter #1
Thought I'd run this by the forum before locking horns with local JLR service. Ever since I took delivery in August, I've been unable to log into InControl services from the navigation screen. I'm sure you know the scenario -- Open the nav screen, the system prompts with "Please log in," prompts you for an email address and password, and ... "Sorry. There was a problem on our end. Please sign in later." All in-car functions seem to be working properly, telematics is on and working. I would pass on this except that JLR web sites (InControl, map update, etc.) tell me that "the primary user has not logged in from the vehicle," I don't have access to map updates, etc. Any thoughts?
 

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The car doesn’t seem to like complex/long passwords. On your computer change to a shorter password with just alphanumeric characters like Fall2019 and see if you can then log in. If you can it was the password. If you still can’t, you may need to have them reset the system
 

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shorter password with just alphanumeric characters like Fall2019
Ooooohhh, we have Dantrium's password [img= class=inlineimg]https://www.i-paceforum.com/forum/images/I-PaceForum/smilies/tango_face_devil.png[/img]
No, mine is Fall2018. I changed it up in my example because I wouldn’t want anyone to have my password, because I use that one password for all my accounts
 

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We're not going to Fall for that!
 

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Discussion Starter #7
The car doesn’t seem to like complex/long passwords. On your computer change to a shorter password with just alphanumeric characters like Fall2019 and see if you can then log in. If you can it was the password. If you still can’t, you may need to have them reset the system
Thanks for the suggestion, Dantrium, but no joy here. I DID learn, by accidentally entering the new password incorrectly, that when accessing the system via the car, the system seems aware of who I am -- it returned an "incorrect password for this account" message. So I'm pretty much forced to believe that the problem is at JLR's (or Here's) end, not with the car or the communications. Any ideas on where/how to go to JLR with this?
 

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19 I-pace HSE Polaris/Fuji white with most options and a lot of accessories
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Besides the Jaguar Remote app, there's the Jaguar Route Planner app. Download that app and login with the ID and password established at jaguar.here.com.

If you've done that, please clarify by specifying all steps you're doing.
 

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The car doesn’t seem to like complex/long passwords. On your computer change to a shorter password with just alphanumeric characters like Fall2019 and see if you can then log in. If you can it was the password. If you still can’t, you may need to have them reset the system
Thanks for the suggestion, Dantrium, but no joy here. I DID learn, by accidentally entering the new password incorrectly, that when accessing the system via the car, the system seems aware of who I am -- it returned an "incorrect password for this account" message. So I'm pretty much forced to believe that the problem is at JLR's (or Here's) end, not with the car or the communications. Any ideas on where/how to go to JLR with this?
Try doing a reset from the little wrench button in the car. Make sure you are in an area with good connectivity and press and hold the wrench button until the light starts blinking. Otherwise use the help button and see if they can force a reset in the car.

If that doesn’t do anything, download a map update and install it to see if that resets it.

Last resort, go to the dealer and get them to help you get it reset so it will log in.
 

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I'm having the exact same issue. Email exchange with JLR and a visit to the dealer for software update has not resolved. I've tried simple passwords and multiple email accounts. JLR did say to only use a .com email because it does not work with a .net email address. I will try the reset tonight. I can't try the map update because the Add a Vehicle on jaguar.here.com requires you to log in from the car. Please update the thread if you figure out how to get this working.
 

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Discussion Starter #11
I'm having the exact same issue. Email exchange with JLR and a visit to the dealer for software update has not resolved. I've tried simple passwords and multiple email accounts. JLR did say to only use a .com email because it does not work with a .net email address. I will try the reset tonight. I can't try the map update because the Add a Vehicle on jaguar.here.com requires you to log in from the car. Please update the thread if you figure out how to get this working.
NorCal, were you able to try logging on with a .com address? Did it work? I just took a stab at this, to no effect, but I may have done it incorrectly -- will try again when I have more time.
 

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2019 I-Pace HSE - Borasco Grey
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I'm having the exact same issue. Email exchange with JLR and a visit to the dealer for software update has not resolved. I've tried simple passwords and multiple email accounts. JLR did say to only use a .com email because it does not work with a .net email address. I will try the reset tonight. I can't try the map update because the Add a Vehicle on jaguar.here.com requires you to log in from the car. Please update the thread if you figure out how to get this working.
The email I use for login ends with a .net domain so that can't be the reason I'm afraid. This morning for some reason I had to login again so I just verified that a .net email address works.
 

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And now for a good-news update.... After verifying my login account information with Jaguar and HERE, my sales rep and I discovered that we had a serious problem with the AT&T account; took about a month to get that straightened out, and I'm still not sure I trust AT&T in this (or, really, any other) application. With all accounts now accessible, I still couldn't log into the nav account from the in-car nav screen. With COVID SIP causing a multi-month distraction (very little driving, very much forgetting), I got a call the other day from the service manager at my dealership, who had heroically persisted in trying to chase this down with JLR corporate, and voila! The problem turned out to lie with something called Shared Secrets (apparently some encryption feature that allows the systems of the various contractors to communicate). The dealer needed about a half-hour to apply the fix, and FWIW all's well - I can log into my nav account from the in-car screen, and have access to the full suite of Connected Navigation services (that I probably don't really need, but **** ... in a car this expensive, everything should work, even if I don't use it all!).
 

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Great news about a frustrating situation. It's nice to read about a service department that went above and beyond the norm to fix the problem. Perhaps send them a fruitcake for Christmas. They can either eat it or use it as a doorstop. ;)
 

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And now for a good-news update.... After verifying my login account information with Jaguar and HERE, my sales rep and I discovered that we had a serious problem with the AT&T account; took about a month to get that straightened out, and I'm still not sure I trust AT&T in this (or, really, any other) application. With all accounts now accessible, I still couldn't log into the nav account from the in-car nav screen. With COVID SIP causing a multi-month distraction (very little driving, very much forgetting), I got a call the other day from the service manager at my dealership, who had heroically persisted in trying to chase this down with JLR corporate, and voila! The problem turned out to lie with something called Shared Secrets (apparently some encryption feature that allows the systems of the various contractors to communicate). The dealer needed about a half-hour to apply the fix, and FWIW all's well - I can log into my nav account from the in-car screen, and have access to the full suite of Connected Navigation services (that I probably don't really need, but **** ... in a car this expensive, everything should work, even if I don't use it all!).
I also had a serious issue with the AT&T acct stemming from a replaced telematics module. Your problem sound similar. Apparently AT&T sets up the acct with an id number associated with the vin that is unique to the module. When you replace it, the new module comes with a new id#. Apparently AT&T requires permission from JLR to change the acct.
Agreed, this level of service in unusual, but welcome, these days.
 

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And now for a good-news update.... After verifying my login account information with Jaguar and HERE, my sales rep and I discovered that we had a serious problem with the AT&T account; took about a month to get that straightened out, and I'm still not sure I trust AT&T in this (or, really, any other) application. With all accounts now accessible, I still couldn't log into the nav account from the in-car nav screen. With COVID SIP causing a multi-month distraction (very little driving, very much forgetting), I got a call the other day from the service manager at my dealership, who had heroically persisted in trying to chase this down with JLR corporate, and voila! The problem turned out to lie with something called Shared Secrets (apparently some encryption feature that allows the systems of the various contractors to communicate). The dealer needed about a half-hour to apply the fix, and FWIW all's well - I can log into my nav account from the in-car screen, and have access to the full suite of Connected Navigation services (that I probably don't really need, but **** ... in a car this expensive, everything should work, even if I don't use it all!).
Thanks!! This makes sense I am having the same problem and I switched my SIM from AT&T to Rogers as it was much cheaper. I will phone the dealer.
 
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