Have any service campaigns, technical service bulletins, or recalls been issued covering VIN [VIN]?

Request this answer in writing from the service advisor before authorizing repair work. The full playbook covers documentation procedures and post-service verification steps.

What software version is currently installed on VIN [VIN], and what version corresponds to the most recently released OTA update for this build?

Request this answer in writing from the service advisor before authorizing repair work. The full playbook covers documentation procedures and post-service verification steps.

Has VIN [VIN] received all OTA updates released since the build date, and if not, what prevented their application?

Request this answer in writing from the service advisor before authorizing repair work. The full playbook covers documentation procedures and post-service verification steps.

Are any of the open issues being addressed through dealer-side flash rather than OTA, and if so, when can a service appointment be scheduled?

Request this answer in writing from the service advisor before authorizing repair work. The full playbook covers documentation procedures and post-service verification steps.

Will the service ticket explicitly reference each campaign or update applied during this visit?

Request this answer in writing from the service advisor before authorizing repair work. The full playbook covers documentation procedures and post-service verification steps.

app / playbooks / Rivian R1S — software update issue

elevated severity software update issue 2022—2024 rivian direct

Rivian R1S software update issue (2022—2024)

Rivian R1S · 2022—2024 · all trims

Diagnostic code reference

Reading codes off a Rivian R1S service invoice? Look them up in our OBD-II DTC database →

Reported symptoms

Infotainment screen freezes, reboots unexpectedly, or becomes unresponsive during driving
Driver-information display flickering, partially blank, or showing intermittent warnings
OTA (Over-the-Air software update) update fails to apply, applies partially, or appears to install but does not enable expected behavior
Driver-assist or sensor-based features inactive, intermittent, or behaving inconsistently
Range estimation appears inaccurate or fluctuates more than expected during normal driving
Rivian app reports vehicle errors, shows feature inconsistencies, or reports vehicle as offline

Questions to ask

Pose these to the service advisor at intake. Request answers in writing or via email.

Have any service campaigns, technical service bulletins, or recalls been issued covering VIN (Vehicle Identification Number) [VIN]?
What software version is currently installed on VIN [VIN], and what version corresponds to the most recently released OTA update for this build?
Has VIN [VIN] received all OTA updates released since the build date, and if not, what prevented their application?
Are any of the open issues being addressed through dealer-side flash rather than OTA, and if so, when can a service appointment be scheduled?
Will the service ticket explicitly reference each campaign or update applied during this visit?
Are there related campaigns issued for the R1T sister vehicle that should be cross-referenced for this build?

Documents to request

Each item should be received in writing before authorizing repair work.

Service ticket detail, downloadable from the Rivian app, with the diagnosis and recommended remedy
Diagnostic report listing all stored and pending fault codes
Repair order with technician notes, including each campaign or update reference number addressed
Written confirmation of the software versions installed before and after the visit on the affected modules
Written confirmation of which campaigns are now closed for this VIN and which remain open

Pre-service evidence

Capture before drop-off. Once the vehicle leaves your possession, proving prior condition becomes significantly harder.

Screenshot the Rivian app status pages over time, showing any reported errors and the list of features available to your vehicle
Note specific incidents — failed OTA updates, infotainment freezes, feature unavailability — with dates and circumstances
Photograph or video-record any infotainment defects at the time they occur
Save all Rivian correspondence regarding software updates and feature delivery timelines
Note odometer reading at drop-off and at pickup
Record the service center location or mobile service technician name, and the ticket number

Service advisor interaction

Operational notes specific to the conversation at the service desk.

Rivian service communication occurs primarily through the Rivian app message thread and through scheduled service appointments. Treat the app thread as the official written record.
Mobile service rangers may perform software work at the owner's location; documentation should be added to the app ticket regardless of whether the work occurs at a service center or off-site
Note whether each campaign or update is classified as a recall, a service campaign, or a feature-delivery update — these classifications carry different documentation and warranty implications
If the advisor states that an OTA update has been delivered for VIN [VIN] but the expected behavior remains unchanged, request written documentation of the diagnostic steps before any release

Repair authorization

Cautions before signing.

Recall and software campaign work is performed at no charge to the owner; do not authorize any charge for parts or labor associated with these campaigns
Rivian service estimates appear in the Rivian app and approval is granted through the app interface. Approval is binding — review every line item before approving.
If unrelated work is recommended during the recall visit, request the unrelated work be itemized separately on the estimate before authorization
Mobile service has different scheduling and billing characteristics than service center work; for recall and software work, both should be at no charge

Post-service verification

Complete before leaving the service location. Issues that surface after departure are operationally harder to attribute to the visit.

Verify the software version on the vehicle matches the version stated in the repair order
Verify the infotainment system functions normally without unexpected freezes or reboots during a short test drive
Test driver-assist and sensor-based features to confirm correct operation
Confirm no warning messages or system errors after a full ignition cycle
Verify the Rivian app reflects accurate vehicle status
Confirm the repair order lists every campaign closed during this visit and any that remain open

Email templates

Documentation-focused templates for service correspondence. Tap copy to use. Subject and body are kept verbatim — paste them as-is into your email client.

pre-service inquiry

to: dealer service

Rivian app message — R1S software status, request for current campaign list

I am scheduling service for VIN [VIN] for evaluation related to software updates and feature behavior. Symptoms observed: [LIST SYMPTOMS WITH DATES AND CIRCUMSTANCES]. Before the appointment, I am requesting the following be addressed in this message thread: 1. The current software version on VIN [VIN] and the version associated with the most recently released OTA update for this build. 2. A list of every open campaign currently applying to VIN [VIN]. 3. Whether the visit will be at a service center or via mobile service. 4. Whether any related campaigns issued for the R1T sister vehicle apply to VIN [VIN]. Please respond in this thread so the conversation is on record.

documentation request

to: dealer service

Documentation request — R1S software service on [DATE], VIN [VIN]

Service Team, Following the service performed on [DATE] for VIN [VIN], I am requesting written confirmation of the following items, in addition to what is recorded in the Rivian app service ticket: 1. The full diagnostic report including all stored and pending fault codes. 2. The repair order listing every campaign reference number addressed during the visit. 3. Written confirmation of the software versions installed before and after the visit. 4. Confirmation of which campaigns are now closed for this VIN and which remain open. This email is for documentation purposes. Please reply at your convenience. Thank you, [NAME]

Warranty notes

Rivian has issued multiple software campaigns affecting the R1S during its production period. The applicable campaigns and update timeline for VIN [VIN] should be confirmed in writing.
R1S components are covered under Rivian's New Vehicle Limited Warranty. Coverage period and conditions vary by region and should be confirmed in writing.
Software-only remedies do not consume warranty time; the standard warranty period continues independently of OTA or service center software work.
Repairs performed under goodwill rather than warranty or recall do not extend the warranty period. Confirm in writing which classification applies.

Observational patterns

Sister-vehicle software pattern: campaigns issued for the R1T frequently apply to the R1S due to shared software stack. Cross-referencing R1T campaigns at any R1S service visit can be operationally relevant.

OTA campaigns that fail to apply are sometimes characterized as 'no action required' on the dealer side because no fault is actively stored. The failed application itself is the operative event and should be documented through the OTA history rather than only through stored faults.

Multi-campaign situations are particularly susceptible to incomplete documentation. A general 'software updated' note without enumerated campaign references creates ambiguity about which specific campaigns are closed.

Rivian app message threads can be modified or replaced when a ticket is updated. Local screenshots are the only reliable preservation of original message content for direct-service vehicles.

This playbook covers

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Track this case

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