R65

January 2016
Dealer Service Instructions for:
Customer Satisfaction Notification R65
Reprogram Radio Control Head
Effective immediately all repairs on involved vehicles are to be performed
according to this campaign. Service Bulletin 08-033-15 REV. B is no longer
applicable for vehicles involved in this campaign. Those vehicles that have
already had this repair performed, as determined by our warranty records,
have been excluded from this campaign.
Models
2014-2015
(JC) Dodge Journey
NOTE: This campaign applies only to the above vehicles equipped with Radio 8.4
NAV (sales code RB4, RB5, RB6) built from February 16, 2013 through July 24,
2015 (MDH 021602 through 072415).
IMPORTANT: Many of the vehicles within the above build period have already
been inspected or repaired and, therefore, have been excluded from this
campaign.
IMPORTANT: Some of the involved vehicles may be in dealer new vehicle
inventory. Dealers should also consider this requirement to apply to used vehicle
inventory and should perform this campaign on vehicles in for service. Involved
vehicles can be determined by using the VIP inquiry process.
Subject
The radio navigation system on about 30,300 of the above vehicles may experience
a condition which permanently renders the navigation features not functional as a
result of memory corruption.
 Copyright 2016, FCA US LLC, All Rights Reserved
(tdb)
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Repair
The radio navigation will be checked for functionality. If functional, the radio and
navigation software levels must be checked. If software is found to be outdated, the
radio control head will need to be reprogrammed with the latest radio and/or
navigation software. If the navigation was found to not be functional, the radio will
need to be replaced. Order the replacement radio through the audio and electronic
products exchange center. Then return the vehicle to the customer and inform the
customer that a return visit will need to be scheduled for radio replacement once
the replacement radio arrives.
Parts Information
No parts are required to perform this service procedure unless the radio navagation
is locked and does not respond. If the radio must be replaced, use current electronic
exchange center stock. Proceed to the Parts section within DealerCONNECT.
Within the ORDER PARTS catagory, click on "Exchange Order Entry” to place
the radio order. For additional information, refer to the "Audio and Electronics
Products Exchange Process Guide" located within the NEWS AND
INFORMATION catagory of the Parts section. The replacement radio will
contain the latest software update and will not require reprogramming.
Part Number
Description
68283424AA
RB6 Radio 8.4 NAV (All Countries)
68283417AA
RB5 Radio 8.4 NAV (NAFTA only)
68283420AA
RB4 Radio 8.4 NAV (Europe only)
68283422AA
RB4 Radio 8.4 NAV (Russia only)
68283425AA
RB6 Radio 8.4 NAV (Mexico only)
Parts Return
If the radio is replaced, the defective radio must be returned to the exchange center.
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Special Tools
The following special tools are required to perform this repair:
 NPN
Laptop Computer
 NPN
wiTECH Software
 NPN
USB Flash Drive (4 gb or larger)
 C-4755
Trim Stick (or equivalent)
Service Procedure
A. Check Navigation Functionality
1. Start the vehicle, turn the radio
on and allow the radio to power
up.
2. Press the navigation screen icon
and attempt to access the
navigation main menu system
(Figure 1).
3. If the radio is stuck on the
“Loading Please Wait” screen,
proceed to Section E. Radio
Replacement. If the navigation
screen main menu appears,
continue with Section B.
Download Software Files.
NAVIGATION
SCREEN
ICON
Figure 1 – System Loading Screen
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Service Procedure (Continued)
B. Download Software Files
NOTE: If the radio and navigation software update USB flash drives were
previously created, proceed to Section C. Update Radio Software.
1. To download the software files, follow the on screen instructions and perform
the following:
a. Go to DealerCONNECT.
b. Select the “Service” tab.
c. Select “Uconnect
Information & Utilities”
from the list.
Figure 2 – System Loading Screen
d. Select “Uconnect Dealer Software Downloads” and down load the radio
software files to a local PC’s desktop.
e. If a security message appears “Do you want to view only the web page
content that was delivered securely” click “No” to continue (Figure 2).
NOTE: Two blank USB flash drives must be used to download the
software, one for the radio control head and one for the Garmin navigation
system. Only one software update can be used on one USB flash drive.
One USB flash drive can be used to service multiple vehicles.
NOTE: If the software cannot be downloaded, verify for the proper
security access.
2. To create a USB flash drive, follow the on screen instructions and perform the
following:
a. Acquire a blank USB flash drive with at least 4 gb of space.
b. Extract the downloaded software file before copying it to the blank USB
flash drive.
c. Once the file is saved to the USB flash drive, label the USB flash drive with
the corresponding model year and radio sales code.
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Service Procedure (Continued)
C. Update Radio Software
WARNING: This procedure requires the engine to be running for up to 25
minutes. The vehicle must be located in an area with adequate ventilation.
Failure to have adequate ventilation could cause a build-up of carbon
monoxide and/or low oxygen levels. Do not attempt to perform this
procedure in an enclosed garage or parking structure.
CAUTION: The software update procedure takes 25 minutes. You must
allow 30 minutes to perform this software update.
CAUTION: Do not drive the vehicle while the radio software update is
being performed.
CAUTION: Do not perform this radio software update while the vehicle is
parked over combustible material (tall grass, brush, leaves, etc.). The
exhaust pipe temperatures could cause a fire.
CAUTION: Be sure that there is at least ¼ tank of fuel before performing
this software update.
CAUTION: Do not leave the vehicle unattended while performing this
software update. An unattended running vehicle may result in vehicle
theft. Also, a running unattended vehicle may violate state and/or local
laws.
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Service Procedure (Continued)
CAUTION: Do not install the USB Drive into any other FCA vehicles.
Permanent radio damage to those vehicles may occur.
1. Install the correct USB flash drive containing the radio control head update into
the USB port.
2. The screen will now display the current and new software levels. If the radio
software level is at or above the new software level, do not update the radio
software. Proceed directly to Section D. Update Navigation Software.
CAUTION: If the old radio software level is at or above the new software
level, DO NOT perform the radio control head software update.
3. To start the update press the soft key “Yes” on the screen that displays the old
and new radio software level.
NOTE: If the software update process is interrupted/aborted, the process
should be restarted.
NOTE: Do not cycle the ignition or touch the radio during the update
process.
NOTE: This update may take over 15 minutes to complete. Once the
update has been started, no other actions are required to complete it.
4. When the update is completed, the screen will read “Reflash Successful”
Touch the screen and the radio will reboot.
5. The screen will now show the current and new software levels. Verify if the
new and current software levels are now the same, then press no on the screen.
6. Remove the USB flash drive from the USB port.
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Service Procedure (Continued)
D. Update Navigation Software
1. From the navigation main menu
screen, press the “Settings” icon
(Figure 3).
Figure 3 – Settings Icon
2. Press the “System” Icon
(Figure 4).
Figure 4 – System Icon
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Service Procedure (Continued)
3. Press the “About” screen icon
(Figure 5) then record the software
version.
4. If the current software version is
6.22 or above, the Garmin
Navigation system is already up to
date. The campaign is now
complete. Return the vehicle to the
customer. If the software version
is below 6.22, then perform the
software update. Continue with
Step 5.
Figure 5 – About Icon
5. Insert the correct USB flash drive containing the Garmin Navigation update into
the USB port.
6. The radio screen will now display one of two pop up screens as shown in
(Figure 6) and (Figure 7).
Figure 6 – Garmin Software
Already Updated
Figure 7 – Garmin Software
Requires Updating
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Service Procedure (Continued)
7. Which screen does the radio currently display?
 (Figure 6) >>> The radio has the latest Garmin software installed. Press OK
and proceed to Step #11.
 (Figure 7) >>> Press Yes to continue then proceed with the Garmin software
update Step #8.
8. The first step in the update is
“system recover”. There will be a
pop up that indicates this step along
with a progress bar. This step will
take a few minutes.
9. This next screen will be displayed
when the update is being loaded as
shown in (Figure 8).
CAUTION: Do not interrupt the
software update process once it
has begun. It may cause
permanent damage to the radio
which will require replacement.
Figure 8 – Garmin Software Loading
10. When the software has completed
loading, the screen will change to
the Garmin main screen as shown
in (Figure 9).
11. Remove the USB flash drive and
cycle the key. The campaign is
now complete. Do NOT perform
Section E. Radio Replacement.
12. Return the vehicle to the customer.
Figure 9 – Update Complete
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Service Procedure (Continued)
E. Radio Replacement
1. Disconnect the negative battery cable.
WARNING: To avoid serious or fatal injury on vehicles equipped with
airbags, disable the Supplemental Restraint System (SRS) before
attempting any steering wheel, steering column, airbag, seat belt tensioner,
impact sensor or instrument panel component diagnosis or service.
Disconnect and isolate the battery negative (ground) cable, then wait two
minutes for the system capacitor
to discharge before performing
RIGHT SIDE OUTLET VENT TRIM
further diagnosis or service.
This is the only sure way to
disable the SRS. Failure to take
the proper precautions could
result in accidental airbag
deployment.
2. Using a trim stick, release and
remove the instrument panel outlet
vent trim located to the right of the
center stack bezel (Figure 10).
Figure 10 – Right Side Outlet Vent Trim
INSTRUMENT PANEL TRIM
3. Using a trim stick, release and
remove the instrument panel trim
located to the left of the center
stack bezel (Figure 11).
Figure 11 – Instrument Panel Trim
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Service Procedure (Continued)
SWITCH-BANK SCREWS
4. Remove the two screws that secure
the switch-bank to the instrument
panel (Figure 12).
5. Using a trim stick, release the two
lower retaining clips that secure
the switch-bank lower edge to the
instrument panel (Figure 13).
Figure 12 – Switch-Bank Screws
6. Remove the switch-bank from the
instrument panel (Figure 14) only
far enough to access the electrical
connector on the back side of the
switch-bank (Figure 15).
SWITCH-BANK RETAINING CLIPS
Figure 13 – Switch-Bank Retainers
SWITCH-BANK
ELECTRICAL CONNECTOR
SWITCH-BANK
Figure 14 – Switch-Bank Removal
Figure 15 – Switch-Bank Connector
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Service Procedure (Continued)
NOTE: If the electrical connector locking clip release tab is broken, use a
small flat blade screwdriver or pick tool to release the locking clip. Do not
replace the harness with a broken release tab, the harness will still function
as designed and the connector will provide an audible click when installed.
CAUTION: Do NOT pull the electrical connector out by the wires. Failure
to follow these instructions will damage or break the electrical connector
locking clip and/or damage the wires.
7. Disconnect the electrical connector
from the back side of the switchbank (Figure 16) by performing
the following:
a. Push in on the electrical
connector.
b. Gently push down on the
electrical connector locking
clip release tab.
c. Using a trim stick or
equivalent, gently lift on one
side of the electrical connector
to release it from the switchbank. Never pull on the wires.
LOCKING CLIP
RELEASE TAB
ELECTRICAL
CONNECTOR
TRIM STICK
Figure 16 – Electrical Connector
SWITCH-BANK
8. Remove the switch-bank from the
instrument panel once the
electrical connector has been
released (Figure 17).
ELECTRICAL
CONNECTOR
Figure 17 – Electrical Connector
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Service Procedure (Continued)
SCREWS
9. Remove the four screws from
the Telematics Gateway
Module (TGW) (Figure 18).
Figure 18 – TGW Screws
10. Pull the TGW out from the
instrument panel far enough
to access the electrical
connectors on the back side
of the TGW (Figure 19).
TELEMATICS
GATEWAY
MODULE
Figure 19 – TGW Removal
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Service Procedure (Continued)
CAUTION: Never pull on the antenna cable to remove it from the radio.
Damage to the antenna cable or radio could occur. Release the antenna
cable from the radio by pulling on the cable connector only.
11. Disconnect the antennas, Hands Free Module (HFM), UCI cable, video cable,
and wiring connectors, from the TGW (Figure 20).
12. Remove the TGW from the instrument panel and obtain the replacement TGW.
13. To the back side of the replacement TGW, connect the antennas, Hands Free
Module (HFM), UCI cable, video cable, and wiring connectors (Figure 20).
WIRING CONNECTORS
VIDEO CABLE
HANDS FREE
MODULE (HFM)
AND UCI CABLES
TELEMATICS
GATEWAY
MODULE
ANTENNAS
Figure 20 – TGW Electrical Connectors
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Service Procedure (Continued)
TELEMATICS
GATEWAY
MODULE
14. Install the TGW to the
instrument panel.
Figure 19 – TGW Installation
SCREWS
15. Install the four screws to the
TGW and tighten securely.
Figure 19 – TGW Installation
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Service Procedure (Continued)
SWITCH-BANK
16. Connect
the
electrical
connector to the back side of
the switch-bank.
ELECTRICAL
CONNECTOR
Figure 17 – Electrical Connector
17. Install the switch-bank to the
instrument
panel
while
engaging the two lower clips
securing the switch-bank to the
instrument panel.
SWITCH-BANK RETAINING CLIPS
Figure 17 – Electrical Connector
18. Install the two screws that
secure the switch-bank to the
instrument panel and tighten
the screws securely.
SWITCH-BANK SCREWS
Figure 17 – Electrical Connector
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Service Procedure (Continued)
19. Install the instrument panel
trim located to the left of the
center stack bezel.
INSTRUMENT PANEL TRIM
Figure 17 – Electrical Connector
RIGHT SIDE OUTLET VENT TRIM
20. Install the instrument panel
outlet vent trim located to the
right of the center stack bezel.
Figure 17 – Electrical Connector
21. Connect the negative battery cable.
22. Inspect the radio and the navigation for proper operation before returning the
vehicle to the customer.
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Completion Reporting and Reimbursement
Claims for vehicles that have been serviced must be submitted on the
DealerCONNECT Claim Entry Screen located on the Service tab. Claims
submitted will be used by FCA to record campaign service completions and
provide dealer payments.
Use one of the following labor operation numbers and time allowances:
Labor Operation
Time
Number
Allowance
Inspect radio and navigation software
level
18-R6-51-81
0.2 hours
Inspect software levels and update
either radio or navigation software
18-R6-51-82
0.2 hours
Inspect software levels and update
both radio and navigation software
18-R6-51-83
0.4 hours
Inspect and replace radio
18-R6-51-84
0.3 hours
18-R6-51-50
0.2 hours
Related Operations
Create USB Flash Drive from CD or
UCONNECT Website (One Time Only)
NOTE: The Related Operation LOP may only be used one time per dealer
when downloading the software onto a USB flash drive. The dealer can only
use the download LOP, one time for each of the radios listed.
Add the cost of the campaign parts package plus applicable dealer allowance to
your claim.
NOTE: See the Warranty Administration Manual, Recall Claim Processing
Section, for complete campaign claim processing instructions.
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Dealer Notification
To view this notification on DealerCONNECT, select “Global Recall System” on
the Service tab, then click on the description of this notification.
Owner Notification and Service Scheduling
All involved vehicle owners known to FCA are being notified of the service
requirement by mail. They are requested to schedule appointments for this service
with their dealers. A generic copy of the owner letter is attached.
Enclosed with each owner letter is an Owner Notification postcard to allow owners
to update our records if applicable.
Dealers are encouraged to consider alternative scheduling and servicing
approaches for this notification. This repair does not require hoists or other full
service facility special equipment and is an FCA Mobile Service approved repair.
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Vehicle Lists, Global Recall System, VIP and Dealer Follow Up
All involved vehicles have been entered into the DealerCONNECT Global Recall
System (GRS) and Vehicle Information Plus (VIP) for dealer inquiry as needed.
GRS provides involved dealers with an updated VIN list of their incomplete
vehicles. The owner’s name, address and phone number are listed if known.
Completed vehicles are removed from GRS within several days of repair claim
submission.
To use this system, click on the “Service” tab and then click on “Global Recall
System.” Your dealer’s VIN list for each campaign displayed can be sorted by:
those vehicles that were unsold at campaign launch, those with a phone number,
city, zip code, or VIN sequence.
Dealers should perform this repair on all unsold vehicles before retail
delivery. Dealers should also use the VIN list to follow up with all owners to
schedule appointments for this repair.
VIN lists may contain confidential, restricted owner name and address information that was
obtained from the Department of Motor Vehicles of various states. Use of this information is
permitted for this notification only and is strictly prohibited from all other use.
Additional Information
If you have any questions or need assistance in completing this action, please
contact your Service and Parts District Manager.
Customer Service / Field Operations
FCA US LLC
REPROGRAM RADIO CONTROL HEAD
____________________________________________________________________________________
CUSTOMER SATISFACTION NOTIFICATION
R65
This notice applies to your vehicle (VIN: xxxxxxxxxxxxxxxxx).
Dear: (Name)
At FCA US LLC, we recognize that the success of our business depends on the satisfaction of our customers. We
are constantly monitoring the quality of our products and looking for opportunities to improve our vehicles even
after they are sold. Because your long-term satisfaction is important to us, we are contacting you on important
improvements we would like to make to your vehicle. This will be done at no charge to you.
We are recommending the following improvements be performed on certain 2014 through 2015 model year
Dodge Journey vehicles equipped with an 8.4 inch screen navigation radio.
The problem is...
The navigation system on your vehicle may experience a condition which permanently
renders the navigation features not functional as a result of memory corruption.
What your dealer
will do…
FCA will repair your vehicle free of charge. To do this, your dealer will check the radio
navigation functionality. If the navigation is found to be functional, the radio and navigation
software level will be checked for the latest version. If the software is found to not be up to
date, the radio control head will be reprogrammed with updated radio and/or navigation
software. If the navigation is not functional, the radio may require replacement. If a
replacement radio needs to be ordered, the dealer will need to schedule a return visit once
the replacement radio arrives. The work will take about ½ hour to complete. However,
additional time may be necessary depending on service schedules.
What you should
do…
Simply contact your Chrysler, Jeep, Dodge or RAM dealer right away to schedule a
service appointment. Please bring this letter with you to your dealer.
If you need help...
If you have questions or concerns which your dealer is unable to resolve, please contact the
FCA Group Recall Assistance Center at either fcarecalls.com or 1-800-853-1403.
Please help us update our records by filling out the attached prepaid postcard, if any of the conditions listed on the
card apply to your vehicle. If you have further questions go to fcarecalls.com.
If you have already experienced this specific condition and have paid to have it repaired, you may visit
www.fcarecallreimbursement.com to submit your reimbursement request online or you can mail your original
receipts and proof of payment to the following address for reimbursement consideration: FCA Customer
Assistance, P.O. Box 21-8004, Auburn Hills, MI 48321-8007, Attention: Recall Reimbursement. Once we
receive and verify the required documents, reimbursement will be sent to you within 60 days. If you’ve had
previous repairs and/or reimbursement you may still need to have the campaign repair performed on your vehicle.
We apologize for any inconvenience this service may cause to your schedule. FCA is committed to providing our
customers with world class quality products, ensuring that you have a positive dealership experience and following
up on any issues and concerns that you may have in a timely manner through our Customer Assistance Center.
Thank you for being our customer.
Sincerely,
Customer Service / Field Operations
FCA US LLC