Complaint USB port not functioning properly. Cause Most reported USB port issues are due to improper use or contamination. Note: Any repair costs must be discussed with the customer beforehand. Common external factors identified include: • Fluid intrusion • Broken bushings or physical damage See attachments. Remedy If a component needs replacement but shows no visible external damage, submit a detailed TIPS case only when technical support is required. Include details of all connected external devices (such as charging cables, USB drives, and hard drives). If diagnostic results directly indicate component replacement, a TIPS case is not necessary.

Complaint USB port not functioning properly. Cause Most reported USB port issues are due to improper use or contamination. Note: Any repair costs must be discussed with the customer beforehand. Common external factors identified include: • Fluid intrusion • Broken bushings or physical damage See attachments. Remedy If a component needs replacement without visible external damage, submit a detailed TIPS case. Include information on all connected external devices (e.g., charging cables, USB drives, hard drives).

Complaint Yellow instrument cluster message: Cooling system fault, operating energy input reduced, service required. Cause Fault code B3A0077 - The regulation valve in the refrigerant circuit for the battery cooling gets stuck open. The ordered position cannot be achieved stored. Faulty expansion valve component part Y140/1 Remedy Check the part number of Y140/1. If the vehicle has A 297 830 79 03 or older, replace Y140/1 with A 297 830 89 03 or newer. Do not replace defective components with part number A 297 830 8903 and an expansion valve production date after February 1, 2025! Please create TIPS case, attach the current quick test and attach picture of the evaporator assembly component part label and a picture of the production date of the EXV Y140/1 (see exampled attached).

Complaint At low speeds and light brake pressure, brakes will make a groaning or honking noise. Cause Frictional vibrations with very light brake pressure/modulations. Remedy This condition can be duplicated on most vehicles. To validate, use a like for like reference vehicle. The noise is normal behavior under the conditions listed. With very light brake pressure this noise can be induced/caused due to normal brake pad and brake rotor vibrations. Exchanging brake components will not rectify.

Complaint The Easy entry and exit feature function deactivates itself after a brief period. (see attachment). Cause The cause is currently being investigated. Remedy Update the HU7 to the latest software version, then perform a factory reset of the HU7. Steps to perform factory reset: Navigate to Settings > System > Reset > Reset to factory settings and confirm. If the problem persists, please record HU7 log and also a trace of the Body CAN (For Star 2 Body Can 1 and for Star 3 Body Can 2) during the symptom and send via a TIPS case to the Telematics team. Note: Only collect and submit the log and trace if the symptom can be reliably reproduced.

Complaint Clanking noise from the area of the speakers in the doors. Cause Under analysis. Remedy To narrow down the cause, first of all remove the door trim. • If the noise continues to occur even with the door trim removed, then continue the diagnosis working towards the speaker and if necessary, create a TIPS case with an informative video as an attachment. Note: Please refer to this document in the warranty claim and, once diagnosis is completed, select the damage code depending on the component part that is causing the issue. • If the noise stops when the door trim is removed, please proceed in accordance with LI72.10-P-067691. Note: In this case, do not use the damage codes for the speakers in the warranty claim.

Complaint The result from the XENTRY battery test does not match the current state of the battery. Cause The XENTRY battery tester uses the stored on-board electrical system data in the SAM module to access the health of the 12 volt battery. The XENTRY battery test may not take into account a single discharge event because the SAM or EZS cannot record the data if the battery is discharged. Note: A discharged battery does not necessarily need to be replaced. A discharged battery may be recovered with no permanent damage. Remedy 1) If the battery is discharged, charge the battery. Review WS54.00-P-0037B for minimum charger specifications. • Note the amperage difference between trickle (maintainer) chargers of at least 16A and quick chargers of at least 30A. • Review AP54.10-P-5449U. Note when battery is sufficiently charged the charger current is less 5A. 2) While charging the battery, analyze the vehicle data to determine root cause of discharge using the following data points: • NOTE: For guidance on use of the on-board electrical data please review the AKUBIS video titled New onboard electrical system diagnosis shown on BR 166. The video can be accessed through WIS by following the path WSM--> content by model series --> passenger cars --> ML-Class --> Model 166 --> group 54 --> New onboard electrical system diagnosis. • Refer to the March 2023 PCTT for the video walkthrough of analysis as well as the attachment of the slides to this Li. • Review GF54.10-P-1012A regarding what can cause deep discharge protection to not end a battery draw. • Review SI54.10-P-0024A for proper maintenance of the vehicle. For Star 2 vehicles: -Review FSAM on-board electrical data conspicuous records • NOTE: This data can be found via FSAM N10/6 -> Actual Values -> On-board electrical system -> On-board electrical system data For Star 3 vehicles: -Review N73/3 EZS on-board electrical data conspicuous records • NOTE: This data can be found via EZS N73/3 -> Actual Values -> On-board electrical system -> On-board electrical system data 3) Determine if root cause is due to: • vehicle technical issue? • customer behavior? NOTE: Recommend using battery analysis sheet found in XiW -> Local Contents -> Diagnostic info -> Battery Discharge Worksheet 4) If battery still does not accept charge AND the vehicle does not fall within the parameters of improper maintenance, then create a TIPS case. *IMPORTANT* - If the improper maintenance/use is found during diagnosis, DO NOT open a TIPS case. If a TIPS case is opened, it will be marked 1 star and directed to your assigned FSE for review. TIPS Case must include with the case: • Amperage setting of charger and time battery was on charger • XENTRY Battery Tester results • Voltage of battery taken with multimeter: Do not connect charger while taking measurements • N10/6 FSAM, (N73 or N73/3) and (N73*1 or N73/3*1) • Workshop analysis of conspicuous data • Root cause analysis for battery discharge based on the above documents (technical, customer, etc.) • NOTE: For expedited results when creating a case write customer complaint as XENTRY Battery Tester implausible. 

Complaint The OTA software update prepares the SRS/ORC controller and enables it to be updated remotely in the future. Based on technician feedback, the OTA (code: 25P5496529) does not start even after an extended period of time and several driving cycles. In addition, the Continue button is grayed out. Cause The exact cause for the OTA not to start is currently under analysis. Remedy Please check whether the vehicle is affected by the field measure Update software of Supplemental Restraint System (SRS) control unit (code: 25P5496529) and if yes, perform this update using a XENTRY  with all latest Add-Ons and bill under accounting number 5496529. If the vehicle is not affected by this field measure, in the event of a complaint update control unit ORC223 (N2/5 -Supplemental Restraint System SRS) using XENTRY and use damage code 8251M01. As of XENTRY Release Version 06/25, control unit ORC223 can also be updated in this context without a password. Provided control unit ORC223 is error-free after the update, the vehicle can be handed back. ***IMPORTANT*** -In isolated cases, the OTA update may continue to be displayed for up to 3-4 weeks even after flashing with XENTRY. Note: This LI applies only to the OTA update for occupant protection!

Complaint No audio is output either in radio mode, or with media playback via app, Bluetooth or USB. In such cases, Playback not active is shown in the display. Cause Mute line between communication module N112/2 and sound control unit N40/3. Remedy Check the mute cable between control units N112/2 (communication module) and N40/3 (sound system). • Inspect the cable and plug contacts for damage or deformation. • Repair or replace the cable as needed. Important: If any plug contact is found to be deformed, you must also inspect the corresponding connector on the control unit to ensure it is not compromised.

Complaint The OTA software update prepares the SRS/ORC controller and enables it to be updated remotely in the future. Based on technician feedback, the OTA (code: 25P5496529) does not start even after an extended period of time and several driving cycles. In addition, the Continue button is grayed out. Cause The exact cause for the OTA not to start is currently under analysis. Remedy Please check whether the vehicle is affected by the field measure Update software of Supplemental Restraint System (SRS) control unit (code: 25P5496529) and if yes, perform this update using a XENTRY with all latest Add-Ons and bill under accounting number 5496529. If the vehicle is not affected by this field measure, in the event of a complaint update control unit ORC223 using XENTRY and use damage code 8251M01. As of XENTRY Release Version 06/25, control unit ORC223 can also be updated in this context without a password. Provided control unit ORC223 is error-free after the update, the vehicle can be handed back. ***IMPORTANT*** -In isolated cases, the OTA update may continue to be displayed for up to 3-4 weeks even after flashing with XENTRY. Note: This LI applies only to the OTA update for occupant protection!

Mercedes-Benz EQS 450+ SUV

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