June 2, 2021 NHTSA CAMPAIGN NUMBER: 21V411000
MBUX System Software Malfunction
A backup camera that displays a blank image reduces the driver’s rear view, increasing the risk of a crash or injury.
NHTSA Campaign Number: 21V411
Manufacturer Daimler Vans USA, LLC
Components ELECTRICAL SYSTEM, BACK OVER PREVENTION
Potential Number of Units Affected 33,437
Summary
Daimler Vans USA, LLC (DVUSA) is recalling certain 2019-2021 Mercedes-Benz
Sprinter and Freightliner Sprinter vehicles. The MBUX multimedia system software may cause the display to remain black, or reboot after startup. This could result in the rearview camera image not displaying properly. As such, these vehicles fail to comply with the requirements of Federal Motor Vehicle Safety Standard (FMVSS) number 111, “Rear Visibility.”
Remedy
The multimedia system software will be updated by a dealer, or through an over-the-air (OTA) update, free of charge. DVUSA issued owners an interim notification on July 23, 2021. Owners may contact DVUSA customer service at 1-877-762-8267. DVUSA’s number for this recall is VS3UXPOBOX.
Notes
Owners may also contact the National Highway Traffic Safety Administration Vehicle Safety Hotline at 1-888-327-4236 (TTY 1-800-424-9153), or go to www.nhtsa.gov.
Check for Daimler Vans Recalls
| TO: Mercedes-Benz Principals, General Managers, Sales Managers, Service Managers, Parts Managers | FROM: Anthony Washington, Department Manager, Regulations and Certifications |
| Re: Initial Recall Campaign Notification Model 907 (Sprinter) Model Years 2019-2021 Update MBUX Software | DATE: July, 2021 |
IMPORTANT RECALL CAMPAIGN INFORMATION
Please see the attached documents related to the campaign listed above
| Campaign No. : | Campaign Desc. : | Update MBUX Software | |
| 2021070001 | PDGUXPOBOD | ||
| This is to notify you of an Initial Recall Campaign to update the MBUX software on approximately 32,411 MY19-21 MercedesBenz Sprinter vans. The recall campaign will be visible on the www.safercar.gov website and may generate questions from customers. All affected VINs will be flagged as “PENDING” in VMI on 7/2/21 | |||
| Background | |||
| Issue | Mercedes-Benz AG (MBAG) has determined that the software of the MBUX multimedia system might not meet specifications. Under very specific conditions, the MBUX multimedia system might not start and the display might remain black, or could reboot unintentionally after 50 seconds of initial startup.
Accordingly, the rearview camera image might not be displayed or the display might be interrupted which could increase a risk of a crash or injury. | ||
| What We’re Doing | MBUSA is conducting a voluntary recall. Either an authorized Mercedes-Benz dealer or an over-the-air (“OTA”) update will update the MBUX software on the affected vehicles. | ||
| Remedy | Software is not yet available. An additional notification will be sent once the remedy is available. | ||
| Vehicles Affected | |||
| Vehicle Model Year(s) | Model Year 2019-2021 | ||
| Vehicle Model | Sprinter VS30, Platform 907 | ||
| Vehicle Populations | |||
| Total Recall | 32,411 | ||
| Dealer Inventory | 388 | ||
| Given this notice, it is a violation of Federal Law for a dealer to sell or lease any new or used Sprinter vehicles in dealer inventory covered by this notification until the vehicle has been repaired.
Loaner and demonstrator vehicles may continue to be driven, but must not be retailed until repaired.
Additionally, given this notice, it is a violation of Federal Law for rental companies to rent Sprinter vehicles covered by this notification until the vehicle has been repaired.
| |||
| Next Steps/Notes | |||
| Customer Notification Timeline | An owner notification letter to be mailed in End of July, 2021. | ||
| AOMS/SOMS | AOMs – This recall may generate questions from your dealers. Please forward this notice to your dealers ASAP. | ||
| Rental Fleet Partners | This recall may affect vehicles in your fleet. Please contact your respective MBUSA fleet representative for further information and next steps. For repairs, please contact your preferred MBUSA dealer. | ||
| While we regret any inconvenience this may cause, we are determined to maintain a high level of vehicle quality and customer satisfaction. | |||
| TO: Mercedes-Benz Principals, General Managers, Sales Managers, Service Managers, Parts Managers | FROM: Anthony Washington, Department Manager, Regulations and Certifications |
| Re: Recall Campaign Launch Notification Model 907 (Sprinter) Model Years 2019-2021 Update MBUX Software | DATE: July, 2021 |
IMPORTANT RECALL CAMPAIGN INFORMATION
Please see the attached documents related to the campaign listed above
| Campaign No. : | Campaign Desc. : | Update MBUX Software | |
| 2021070023 | VS3UXPOBOD | ||
| This is to notify you of a Recall Campaign Launch to update the MBUX software on approximately 32,411 MY19-21 MercedesBenz Sprinter vans. The recall campaign will be visible on the www.safercar.gov website and may generate questions from customers. All affected VINs will be flagged as “OPEN” in VMI and CANNOT BE SOLD until remedied. | |||
| Background | |||
| Issue | Mercedes-Benz AG (MBAG) has determined that the software of the MBUX multimedia system might not meet specifications. Under very specific conditions, the MBUX multimedia system might not start and the display might remain black, or could reboot unintentionally after 50 seconds of initial startup.
Accordingly, the rearview camera image might not be displayed or the display might be interrupted which could increase a risk of a crash or injury. | ||
| What We’re Doing | MBUSA is conducting a voluntary recall. An authorized Mercedes-Benz dealer will update the MBUX software on the affected vehicles. | ||
| Remedy | Software is Available | ||
| Vehicles Affected | |||
| Vehicle Model Year(s) | Model Year 2019-2021 | ||
| Vehicle Model | Sprinter VS30, Platform 907 | ||
| Vehicle Populations | |||
| Total Recall | 32,411 | ||
| Dealer Inventory | 388 | ||
| Given this notice, it is a violation of Federal Law for a dealer to sell or lease any new Sprinter vehicles in dealer inventory covered by this notification until the vehicle has been repaired.
Loaner and demonstrator vehicles may continue to be driven, but must not be retailed until repaired.
Additionally, given this notice, it is a violation of Federal Law for rental companies to rent new Sprinter vehicles covered by this notification until the vehicle has been repaired.
| |||
| Next Steps/Notes | |||
| Customer Notification Timeline | An owner notification letter will be mailed in August, 2021. | ||
| AOMS/SOMS | AOMs – This recall may generate questions from your dealers. Please forward this notice to your dealers ASAP. | ||
| Rental Fleet Partners | This recall may affect vehicles in your fleet. Please contact your respective MBUSA fleet representative for further information and next steps. For repairs, please contact your preferred MBUSA dealer. | ||
| While we regret any inconvenience this may cause, we are determined to maintain a high level of vehicle quality and customer satisfaction. | |||
Campaign No. 2021070023, July, 2021
| TO: | ALL MERCEDES-BENZ CENTERS |
| SUBJECT: | Model 907 Sprinter, Model Year 2019-2021 Update MBUX Software |
Mercedes-Benz AG (MBAG) has determined that the software of the MBUX multimedia system might not meet specifications. Under very specific conditions, the MBUX multimedia system might not start and the display might remain black, or could reboot unintentionally after 50 seconds of initial startup. Accordingly, the rearview camera image might not be displayed or the display might be interrupted which could increase a risk of a crash or injury.
Prior to performing this Recall Campaign:
- Please check VMI to determine if the vehicle is involved in the Campaign and if it has been previously repaired.
- Please review the entire Recall Campaign bulletin and follow the repair procedure exactly as described.
Please note that Recall Campaigns do not expire and may also be performed on a vehicle with a vehicle status indicator.
Approximately 32,411 vehicles are involved.
Order No. V-RC-2021070023
SEOCONTENT-START
IMPORTANT SAFETY RECALL
Mercedes-Benz USA, LLC
A Daimler AG Company
One Mercedes-Benz Drive
Sandy Springs, GA 30328
Phone: (770) 705-0600
IMPORTANT SAFETY RECALL INTERIM NOTICE
This notice applies to your vehicle
VIN:
Update MBUX Software
NHTSA Recall #21V411
July, 2021
Dear Valued Mercedes-Benz Sprinter Owner:
This notice is sent to you in accordance with the requirements of the National Traffic and Motor Vehicle Safety Act.
Mercedes-Benz AG (“MBAG”), the manufacturer of Mercedes-Benz Sprinter vans, has decided that a defect which relates to motor vehicle safety exists in certain Model Year 2019 – 2021 Mercedes-Benz Sprinter vehicles. Our records indicate that your vehicle is included in the affected population of vehicles.
What is the concern?
On certain Mercedes-Benz Sprinter vans the MBUX multimedia system software might not meet specifications. Under very specific conditions, the MBUX multimedia system might not start and the display might remain black, or could reboot unintentionally after 50 seconds of initial startup. Accordingly, the rearview camera image might not be displayed or the display might be interrupted, which could increase a risk of a crash or injury.
Unfortunately, the software to remedy this issue is currently not yet available.
We are working to obtain the necessary software to correct this condition as quickly as possible. When the software update becomes available, we will send you another letter asking you to take your vehicle to an authorized Mercedes-Benz Sprinter dealer to have the recall completed free of charge.
Should you have any questions or concerns regarding your vehicle, please contact us at 1-800-MERCEDES (1-800-367-6372)
A vehicle identification number (VIN)-based recall lookup tool on our website offers a search function that will indicate whether a vehicle has been subject to a safety recall, and whether that vehicle has had the free remedy performed.
Please visit https://www.mbvans.com/en/recall-information and enter your 17 digit VIN in the VIN Look-up tool.
We also encourage you to sign up for recall alerts at www.nhtsa.gov/alerts.
In the event that you are no longer the vehicle owner, or have had a change of address, please complete the reverse side and return the updated information in the enclosed envelope. If this is a leased vehicle and the lessor and registered owner receive this notice, please forward this information by first class mail to the lessee within 10 business days to comply with Federal Regulations.
We apologize for any inconvenience this may have caused and look forward to taking care of this important safety issue immediately.
Sincerely,
Mercedes-Benz USA
•A safety defect exists in your vehicle
•Remedy software is not yet available
•We will contact you again once the software is available
IMPORTANT SAFETY RECALL
Mercedes-Benz USA, LLC
A Daimler AG Company
One Mercedes-Benz Drive
Sandy Springs, GA 30328
Phone: (770) 705-0600
Additional Information for Owners:
If an authorized Mercedes-Benz dealer for any reason is unable to remedy the situation without charge, or within a reasonable amount of time, pursuant to law 49 U.S.C. Chapter 301, you may submit a complaint to the Administrator, National Highway Traffic Safety Administration, 1200 New Jersey Avenue, S.E., Washington, D.C. 20590 or call the toll-free Auto Safety Hotline at 1-888-327-4236 (TTY 1-800-424-9153); or go to https://www.safercar.gov.
IMPORTANT
If for any reason YOU NO LONGER OWN THIS VEHICLE OR have a CHANGE OF ADDRESS, please COMPLETE THE SECTION BELOW, place in the ENCLOSED ENVELOPE, and DROP IN ANY MAIL BOX. If possible, provide the name and address of the present owner so that we may contact them.
❑ EXPORTED
❑ LEASE, VEHICLE RETURNED
❑ SCRAPPED
❑ SOLD
❑ STOLEN
❑ OTHER _________________________
❑ NEW OWNER INFORMATION
OR
❑ MY NEW NAME OR ADDRESS IS:
Last Name, First Name
Street Apt
City State ZIP
Email Address
Phone (numbers only) Mobile (numbers only)
———————————————– ———————————————————————————-
Date Signature
VIN:
*************************************************************************************************************
IMPORTANT SAFETY RECALL
Mercedes-Benz USA, LLC
A Daimler AG Company
One Mercedes-Benz Drive
Sandy Springs, GA 30328
Phone: (770) 705-0600
IMPORTANT SAFETY RECALL NOTICE 2021070023
This notice applies to your vehicle
VIN:
Update MBUX Software
NHTSA Recall ID: 21V411
August, 2021
Dear Valued Mercedes-Benz Sprinter Owner:
This notice is being sent to you in accordance with the National Traffic and Motor Vehicle Safety Act.
Mercedes-Benz AG (“MBAG”), the manufacturer of Mercedes-Benz Sprinter vans, has decided that a defect which relates to motor vehicle safety exists in certain Model Year 2019 – 2021 Mercedes-Benz Sprinter vehicles. Our records indicate that your vehicle is included in the affected population of vehicles.
What is the issue?
On certain Mercedes-Benz Sprinter vans, the MBUX multimedia system software might not meet specifications. Under very specific conditions, the MBUX multimedia system might not start and the display might remain black, or could reboot unintentionally after 50 seconds of initial startup. Accordingly, the rearview camera image might not be displayed or the display might be interrupted, which could increase a risk of a crash or injury.
What will your Mercedes-Benz Dealer do?
An authorized Mercedes-Benz Sprinter dealer will perform a software update on the MBUX infotainment system.
Steps to take.
For additional information and to schedule an appointment, please contact your preferred authorized Mercedes-Benz Sprinter dealer at your earliest convenience. To locate authorized dealers, visit https://www.mbvans.com/en/dealers or call 1-800-FOR-MERCEDES (1-800-367-6372). Please mention you are scheduling an appointment to Update MBUX Software under Recall Campaign # 2021070023.
You may be asked for your 17-digit Vehicle Identification Number (VIN) which for your convenience is located above your name at the top of this letter. This could take approximately 1hour. This service will be provided free of charge.
If this is a leased vehicle and the lessor and registered owner receive this notice, please forward this information by first class mail to the lessee within 10 business days to comply with Federal Regulations.
A VIN-based recall lookup tool on our website offers a search feature that will indicate whether a vehicle has been subject to a safety recall, and whether that vehicle has had the free remedy performed. Please visit www.mbvans.com/en/recall-information.
Should you have any questions, please contact your authorized Mercedes-Benz dealer. We apologize for any inconvenience this may have caused and look forward to taking care of this important safety issue immediately.
Sincerely,
Mercedes-Benz USA
• A remedy is available for your vehicle.
• Schedule an appointment with your authorized Mercedes-Benz Sprinter dealer as soon as possible.
• This repair will be provided free of charge.
IMPORTANT SAFETY RECALL
Mercedes-Benz USA, LLC
A Daimler AG Company
One Mercedes-Benz Drive
Sandy Springs, GA 30328
Phone: (770) 705-0600
Additional Information for Owners:
If an authorized Mercedes-Benz dealer for any reason is unable to remedy the situation without charge, or within a reasonable amount of time, pursuant to law 49 U.S.C. Chapter 301, you may submit a complaint to the Administrator, National Highway Traffic Safety Administration, 1200 New Jersey Avenue, S.E., Washington, D.C. 20590 or call the toll-free Auto Safety Hotline at 1-888-327-4236 (TTY 1-800-424-9153); or go to https://www.safercar.gov.
IMPORTANT
If for any reason YOU NO LONGER OWN THIS VEHICLE OR have a CHANGE OF ADDRESS, please COMPLETE THE SECTION BELOW, place in the ENCLOSED ENVELOPE, and DROP IN ANY MAIL BOX. If possible, provide the name and address of the present owner so that we may contact them.
❑ EXPORTED
❑ LEASE, VEHICLE RETURNED
❑ SCRAPPED
❑ SOLD
❑ STOLEN
❑ OTHER _________________________
❑ NEW OWNER INFORMATION
OR
❑ MY NEW NAME OR ADDRESS IS:
Last Name, First Name
Street Apt
City State ZIP
Email Address
Phone (numbers only) Mobile (numbers only)
———————————————– ———————————————————————————-
Date Signature
VIN:
SEOCONTENT-END
24 Affected Products
Vehicles
| MAKE | MODEL | YEAR |
| FREIGHTLINER | SPRINTER 1500 | 2019-2021 |
| FREIGHTLINER | SPRINTER 2500 | 2019-2021 |
| FREIGHTLINER | SPRINTER 3500 | 2019-2021 |
| FREIGHTLINER | SPRINTER 4500 | 2019-2021 |
| MERCEDES-BENZ | SPRINTER 1500 | 2019-2021 |
| MERCEDES-BENZ | SPRINTER 2500 | 2019-2021 |
| MERCEDES-BENZ | SPRINTER 3500 | 2019-2021 |
| MERCEDES-BENZ | SPRINTER 4500 | 2019-2021 |
12 Associated Documents
Manufacturer Notices(to Dealers,etc)
RCMN-21V411-1977.pdf 637.827KB
Manufacturer Notices(to Dealers,etc)
RCMN-21V411-6370.pdf 643.768KB
Defect Notice 573 Report
RCLRPT-21V411-3094.PDF 214.962KB
Recall Acknowledgement
RCAK-21V411-8123.pdf 646.025KB
Interim Owner Notification Letter(Part 577)
RIONL-21V411-4726.pdf 189.702KB
Interim Owner Notification Letter(Part 577)
RIONL-21V411-8231.pdf 185.766KB
ISSUED Owner Notification Letter(Part 577)
RCONL-21V411-2829.pdf 182.551KB
Manufacturer Notices(to Dealers,etc)
RCMN-21V411-4334.pdf 1294.394KB
Manufacturer Notices(to Dealers,etc)
RCMN-21V411-2774.pdf 1291.486KB
ISSUED Owner Notification Letter(Part 577)
RCONL-21V411-1083.pdf 192.725KB
Recall Quarterly Report #2, 2021-4
RCLQRT-21V411-5597.PDF 211.251KB
Recall Quarterly Report #1, 2021-3
RCLQRT-21V411-1315.PDF 211.144KB
Latest Recalls Documents
Mercedes-Benz Reprogramming
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