App issue for six months - has anyone else seen this issue?

[Emad1]

Since version 2024.27.01 (some time this past summer), my app has been unable to properly connect with my 2023 first gen R1. I have spoken with Rivian support several times about this (apparently none of the Rivian support people that I have spoken with have heard of this problem before) and the mobile tech has also been unable to resolve this issue. I am wondering if anyone in the community has seen this issue and if so, how was it finally corrected. Perhaps I can point the Rivian support people in the right direction if someone has already been down this road. I will list below the various issues I am having. I have performed several hard and soft resets and I've uninstalled the reinstalled the app. The problem is neither IOS nor Android specific (our family has both and all apps exhibit the same issues). Thanks in advance for taking a look. Any help/advice is much appreciated.
1. The vehicle appears to complete all updates successfully. Rivian has confirmed that the vehicle's software is current.
2. The app on my phone I believe is current (Android app version 2.17.0)
3. Everything was fine prior to the update mentioned above.
4. On the app under 'vehicle updates' it says that the vehicle is updated and is stuck at 8%. Uninstalling and reinstalling the app changes nothing.
5. As a result, on the app I cannot access Gear Guard, location does not update, mileage on the app does not update (still shows the mileage from this past summer), I cannot see my charge status on the app while charging, I cannot adjust my charge limit on the app, I cannot use the climate control features on the app, the 'drivers and keys' section of the app is ghosted and therefore entirely inaccessible, the app always states that I am in conserve mode, if I use the app to sound the alarm, the app freezes and the alarm continuously goes off until I get to the vehicle and unlock it.
6. In the vehicle itself, mostly everything appears to function properly. I do have an active Connect + but none of the streaming services are functional. No Youtube and no casting.

Thanks in advance for reading this. As I'm sure you can imagine, this is getting a bit frustrating. I love the vehicle and everyone I have spoken with at Rivian has been a pleasure to speak with. I'd had the vehicle for approximately eight months before this problem popped up. It really shouldn't take this long to get this corrected.

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[Donald Stanfield]

It seems like some communication module failure on your truck is occurring with multiple phones.

 

[Laserboy1054]

Dumb suggestion: have you tried deleting the phone from the list of "drivers and keys" and then re-adding it? (The standard "have you turned it off and on again" that's first on any tech-support flowchart.) Other than that, yeah, some comm module in the truck ain't right. Sounds like a warranty thing to me, for what it's worth.

 

[Emad1]

Dumb suggestion: have you tried deleting the phone from the list of "drivers and keys" and then re-adding it? (The standard "have you turned it off and on again" that's first on any tech-support flowchart.) Other than that, yeah, some comm module in the truck ain't right. Sounds like a warranty thing to me, for what it's worth.

Yes I did try that as well. Took several tries to get PAAK working again.

 

[COdogman]

Is your phone the only one used with your Rivian? If anyone else installs the app and connects to your Rivian do they see the same behaviors?

If the same issues occur on their phone I would say it’s an issue with the truck. If not I would lean more towards an issue with the app and/ or your phone.

 

[Emad1]

It's the same issue with four phones. Two IOS and two Android. IT at Rivian has a ticket on this but it doesn't appear that they've ever addressed it. The mobile tech says the truck appears to be fine. Thinks it's a 'cloud issue'.

 

[Joe Hoffman]

I agree that this seems to be a problem with the state of your truck in the cloud. It’s not a problem with phones and it’s not a problem with your truck, that’s why no one can solve it because they keep looking at your truck and the phone. But there’s the third element that makes all this work together, which is the cloud state information stored at Rivian.
Sounds like this case needs to be escalated within Rivian. Reach out to me privately for suggestions.

 

[Bippie]

Since you tried 4 phone unsuccessfully, both Android and Apple, keep reporting the issue to Rivian. Open a new ticket. Insist that this must be Rivian's problem and mention that you have the same issue with 4 phones using multiple operating systems.

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