Hi all,

Has anyone else been experiencing issues with their Acura Link lately? I can't seem to get mine to connect to the car to remote start it. I keep getting a message stating "Something went wrong on our end." What the hell does that mean?

I deleted and reinstalled the app with no success.

Any other thoughts/suggestions?

Thanks!

 

Just use mine today and having been having no problems with it. You did what I would have done also. Call them Monday.

 

Is there any change to your AcuraLink subscription status lately, e.g. one of the trial packages expired? Regardless, you will probably need to contact AcuraLink. See this post:

https://www.reddit.com/r/Acura/comme...our_end_issue/

 

Is anyone having any issues with Acura Link today? I still can't get mine to work. I called on Tuesday, and they told me they were experiencing some outages. Well, it still doesn't work for me. Guess I'll be calling them again!

 

I have the same issue w my 2020 mdx, however the 2022 rdx works fine, so it is not a global issue, just impacting some cars.

Have a case opened today with Acuralink tech support and they are working it. Said prob 1-2 days for a fix.

 

Acuralink says the telematics unit on the car is broken, I'm scheduling an appointment to have CPO warranty replacement at the dealer. Will report back if it fixes it.

 

I had the same thing happen after my fakra connector TSB was performed. It’s been a headache, still no remote start from the app, only lights, locate, horn, TPMs psi, mileage and door status work.

They replaced the TCU but didn’t register the new TCU to the VIN so the app was trying to still communicate to the old TCU. 3 weeks with AcuraLink and their telematics team, we have the steady green light back near the sunroof switch.

I’m now awaiting an appointment at Acura for the TCU to be registered to the immobilizer software so the app remote start will function again.

it’s been a lengthy process.

the customer service has been friendly, but their turn around time is slow especially for a system that is used widely across Acuras and Hondas (different skins, same system)

also curious as to why the TCU $500-$700 part if out of warranty is failing so early. My car is only 8 months old.

 

Thanks for the update! I still need to call AcuraLink and get this figured out. I just haven't had the time, and my vehicle goes into Acura on 12/16, so I am going to see if they can take a look at it. Regardless, it isn't very pleasant! I never had issues with my previous RDX. I have just been using the remote fob to start the vehicle for now.

I'll try to give them a call later this week/weekend and let you know how it goes.

 

you’re welcome. I have an appointment on the 18th. I’ll post back; hopefully with a resolution. For now I have been using the key fob also.
After the dealer replaces the TCU; you may need to provide them (AcuraLink) with the new TCU information like the IMEI number so they can link it to the AcuraLink account and to the vehicle VIN


you can access that information via the top three button (buttons above trackpad) press and hold, until you see the diagnostics menu.
then select (detail information and setting)
select TCU
TCU status and take a picture of it.
It will have the serial #, software version, IMEI #, MSISDN and your VIN #
(that info is private info so don’t share it on here or to anyone except your dealer/ AcuraLink/ telematics team)

 

forgot to mention that I knew TCU was bad when the car’s factory navigation was showing me in the middle of the ocean

 

Thanks for the warning on the need to re-link after the repair. Dropped off the 2020 MDX today and am in a 2023 MDX loaner. Dealer SA has always been great to work with, so once he says the car is ready, I'll attempt a remote status/locate/lock/unlock from my phone, and if any don't work I'll ask him to sort it out with Acuralink until it works before I drive in to return the loaner.

SA said that Acuralink directly contacted the Service Manager and told him that I'll be calling for an appointment and already provided diagnostic steps, so hopefully there is a direct line between them now to get everything back in shape.

 

Acuralink tech support has been very slow to respond to me and the dealership service department. Acura client relations automatically joined my case, and they let me know there is a national problem with a large number of cars the past two weeks, and Acuralink technicians are working the issue and it has been slowing them down with the large number of incidents.

At this time, I agreed with my dealer to swap back my 24 apec MDX loaner back with my own 20 MDX advance. The loaner didn't have advance features (remote start, front cam, etc) so I preferred my own car back. Once Acuralink finishes/fixes the case I'll let people know.

 

Hey, thanks so much for the update! That is good to know that there is a known issue. I was going to give AcuraLink a call this weekend, but I'll hold off on doing so. I have been using the remote start on my keyfob, so it hasn't been a huge issue at this time anyway.

Thanks, again!

 

thanks for the update. I have my appointment next Monday. I hope things are resolved for the both of us.

 

just an updated my issues were resolved.

1. TCU (telematics control unit)replaced (because gps didn’t know where the car was when using navigation )

2. A few weeks AcuraLink restored service to the car (green led came back) all command worked except the remote start/ stop feature from app. Lights, location, horn, tpms reasons and send to car maps worked.

3. brought car back to dealer so they could link / register TCU to immobilizer to allow AcuraLink remote start
Now all app features work

 

Thanks for the update! My car goes into the dealership this Saturday for an oil change. How hard/long is the process of installing a new TCU? I'm still getting the "something went wrong on our end" message and NONE of the Acuralink features work as of now.

 

I have not been able to use this since before Thanksgiving 2023. I have called the support desk and it takes them days/weeks to call back with updates. When they do call, they seem annoyed with me and we keep getting the same error - something went wrong on our side. I just tried AcuraLink to make sure it was not working and what do you know - it worked today. I am hoping it has been resolved for everyone.

 

yeah it look them weeks to resolve my issue too, it’s not you. It makes me think that there are only 5 people working lol

 

So, I took my Type S into Acura last Friday (1/29) for an oil change and I mentioned that AcuraLink wasn't working. They looked into it, and said my TCU is working properly, and it's just a big network issue on Acura's end. For whatever reason, I opened the AcuraLink app on my phone on Monday, 1/1 and it now works for me. So, either it was an outage or Acura did something to get it to work (I don't believe so though).

As of right now, it is working. I report back if I have any future issues. If you haven't tried it again, try now. I think they may have resolved the network issues.

 

Thanks for the heads up. I retried and no change for me. RDX works fine, MDX is unresponsive.

Currently Acura approved the MDX telematics module replacement under CPO warranty, but am awaiting the backordered part with no ETA for the past 3 weeks. Acura client relations does email me every week and says they rechecked and still no eta.

 

hi, thanks for the update. My actual telematics unit failed. They replaced and reprogrammed it. Had been working good for the last two weeks

 

Is it currently working? I just tried mine and it's still working for me.

 

Acura Client Relations said prior customers with similar issues were running about a month for the part to arrive. I'm running about 5 weeks but that may be the holidays. Acura Client Relarions also said they will extend my Acuralink subscription for the duration that I couldn't use the service due to the backordered part.

All in all a satisfactory experience so far in a part shortage world.

 

Replacement part moved from no ETA status to a mid Feb target.

 

have to do a factory reset on info system

 

Mid Feb par status moved to early-May. I see a few others on this and other forums are waiting too...

 

An update on my saga if it helps anyone. The TCU delivery date kept getting pushed out 1-2 weeks at a time, and then finally arrived early June. It didn't initially make a difference, and Acuralink support felt the dealer might have missed a configuration step, and was researching what to do. 2 weeks later my service autorenewed and (almost) everything started working again, my guess is that the renewal cleaned out corruption in their subscription backend. Only thing that doesn't work is the blue button, and Acuralink support is working that issue now. They say they will extend my subscription for the 7 months outage once everything is fully fixed.

 

The account extension finally was completed today. Process took waaay longer than expected, but did conclude with me being made whole for the whole issue.


The history of the problem:
- Nov 2023 - Acuralink stopped working. I noticed that the subscription expiration date was changed to 2012. My guess is that, I am in basement garages so often, that the satellite lost signal one day and confused the car clock, while I was doing an Acuralink transaction. This would be the only root cause that might be similar to the Nav upgrade similarly breaking Acuralink, as was reported by others.
- Nov 2023 - Called Acuralink support, referred me to dealer, dealer had car for multiple days working with Acuralink while I had a loaner.
- Dec 2023 - Could not be fixed and dealer returned the loaner since I needed a bad Telematics Control Unit and it was backordered. Acuralink said that due to a large bunch of recent failures, TCUs are backordered, and they were running about 5 weeks. Acuralink support said they would refund my subscription for the weeks that the service was out.
- April 2024 - 2023 Navigation CD was on sale. I upgraded to it. I typically upgrade about every 5 years, and figured this was a good time to update since I couldn't further break a broken TCU.
- May 2024 - Every month, the ETA got pushed out, until the TCU arrived and was replaced for free by the dealer, but new TCU still wouldn't work. Acuralink tech support was continuing to "look into the problem" with no success.
- June 2024 - Acuralink subscription autorenewed, and the TCU started working on its own the day after renewal. Called Acuralink and they said they would extend instead of refund my subscription, which I agreed to. Said it would take a bit to process.
- September 2024 - Finally got the subscription extended. Case finally closed.

Acura client support kept me updated on progress of the whole incident with weekly updates, while they worked the issues with all the other areas of Acura (dealer, telematics team, subscription team, etc). Took forever, but they did make me whole and turned what would have been a terrible process into one that was only moderately annoying.

This is on a 2020 MDX, which doesn't have Acuralink remote start. The key features I was missing were the remote unlock and vehicle status, which was part of why it wasn't too annoying. The MDX does remote start via keyfob only for 2020 and earlier.