ITB18-041a

Classification:
Reference:
Date:
EL18-024a
ITB18-041a
December 19, 2018
2019 QX50; AUDIO SYSTEM WILL NOT TURN ON AND/OR
SCREENS FREEZE UP AFTER HANGING UP A PHONE CALL
This bulletin has been amended. Please see Amendment History on the last page.
Please discard previous versions of this bulletin.
APPLIED VEHICLES: 2019 QX50 (J55)
IF YOU CONFIRM
There is no audio, and the audio controls do not turn the radio/audio ON.
and/or
Both screens freeze up after hanging up a phone call.

The phone call was initiated with Voice Recognition while the phone menu was displayed on the
upper screen.
NOTE: These conditions can be temporarily resolved by pressing and holding down the Volume/Audio
ON/OFF button for 5-10 seconds.
ACTION
1. Refer to page 4, step 8 in the SERVICE PROCEDURE to confirm an update applies to the
Display Control Unit (DCU) of the vehicle being worked on.

Confirmation is determined by comparing the DCU part number with those listed in Table A
on page 4.
2. If this bulletin applies, update the DCU software.
 See REQUIRED SPECIAL TOOL on page 2.
NOTE: The updated software resolves the items above along with improving software stability.
IMPORTANT: The purpose of ACTION (above) is to give you a quick idea of the work you will be performing.
You MUST closely follow the entire SERVICE PROCEDURE as it contains information that is essential to
successfully completing this repair.
Infiniti Bulletins are intended for use by qualified technicians, not 'do-it-yourselfers'. Qualified technicians are properly trained
individuals who have the equipment, tools, safety instruction, and know-how to do a job properly and safely. NOTE: If you believe that
a described condition may apply to a particular vehicle, DO NOT assume that it does. See your Infiniti retailer to determine if this
applies to your vehicle.
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REQUIRED SPECIAL TOOL



One of special tool USB drive J-52727 has been shipped to each dealer (see Figure 1).
Do not use any other USB drive to perform the procedure in this bulletin.
Additional USB drives may be purchased from Tech•Mate (1-800-662-2001).
Figure 1
SERVICE PROCEDURE
Check the DCU P/N
IMPORTANT: Before starting, make sure:


1.
2.
3.
4.
ASIST is connected to the Internet.
ASIST on the CONSULT PC has been synchronized (updated) to the current date.
Connect the CONSULT PC and plus VI to the vehicle.
Start C-III plus.
Turn ON the ignition.
Wait for the plus VI to be recognized / connected.
 The serial number will display when the plus VI is recognized / connected.
5. Select Diagnosis (One System).
Step
5
Step
4
Figure 2
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6. Select MULTI AV.
Step
6
Figure 3
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7. Select the ECU Identification tab.
8. When the screen in Figure 4 displays, confirm this bulletin applies as follows:
a. Write down the ECU PART NUMBER on the repair order.
NOTE: This is the current DCU part number (P/N).
Step
7
Step
87
XXXXX
Figure 4
b. Compare the P/N you wrote down to the P/Ns in the CURRENT DCU PART NUMBER column in
Table A below.

If there is a match, this bulletin applies. Go to the next page, Update Display Control Unit.

If there is not a match, this bulletin does not apply. Refer to ASIST for further diagnosis.
Table A
MODEL
2019 QX50
CURRENT DCU PART NUMBER: 283875NA0A, 5NA0B, 5NA0C
5NA2A, 5NA2B, 5NA2C
5ZA0A, 5ZA0B
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Update Display Control Unit
IMPORTANT: Before starting, make sure:

ASIST is connected to the Internet.

ASIST has been synchronized (updated) to the current date.
9. Insert special tool USB drive J-52727 to an ASIST Station.
NOTE: Special tool USB drive J-52727 is the only one approved for use with this procedure.
10. Open ASIST.
11. Select Specialty Tools, and then select Infotainment Software Updates.
Specialty Tools
Infotainment Software Updates
Figure 5
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12. Select the check box next to the correct update software package below (also refer to Figure 6 below).
CAUTION: Failure to select the correct update software package may result in needing to replace the DCU.
NOTE: Replacement of an incorrectly updated DCU is not covered under warranty.
MODEL
DESCRIPTION
2019 QX50
IT5004
13. Select Continue, and then wait for the download to complete.
Version:
Check
box
Step
12
Step
13
Figure 6
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14. Once the download is complete, select the USB drive for update software package transfer.

See example in Figure 7. The drive selection on your PC may be different.
15. Select Transfer, and then wait for the transfer to complete (see Figures 7 and 8).
Step
15
IT500X
Step
14
Figure 7
16. Select OK.
E:\ Copy Process Completed
Step
16
Figure 8
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17. Once the transfer is complete, safely remove the USB drive from the ASIST Station.
a. From the PC toolbar, select the Safely Remove Hardware icon.

The icon is on the toolbar, or to be found after selecting the arrow.
b. Select the USB drive to be removed, and then remove the USB drive from the ASIST Station.
CAUTION: Failure to safely remove the USB drive may corrupt the update software.

If not familiar with the process of safe USB drive removal, ask for assistance at your dealer.
Safely Remove
Hardware icon
USB Drive (E:)
Arrow on toolbar
Figure 9
18. Close all ASIST Infotainment Software Update screens.
19. Start the engine, and then wait 60 seconds for the system to load.
NOTE: The engine needs to idle for the duration of the update.
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20. Open the Settings Menu and then select
Bluetooth.

The settings menu is accessed by selecting
the settings app icon on the lower display.
Figure 10
21. Select Connect Device from the Bluetooth
Settings menu.
NOTE: If no connected devices are present,
Figure 17 will be displayed.
Figure 11
22. Is a device present in the Device List?

YES: Select a device and then proceed to
step 23.

NO: Proceed to step 25.
IMPORTANT: All paired devices must be
deleted before proceeding to step 25.
Example of two
devices present
Figure 12
23. Select Delete and confirm the screens in Figure
14 and then Figure 15 are displayed.
Figure 13
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NOTE: The following screens will be displayed
while a paired device is being deleted.

The first screen will show “Deleting…”
followed by the device name.
Figure 14

The second screen will show information
regarding repairing the BT device.
Figure 15
24. Are any devices still present in the Device List?

YES: Select a device and then perform step
23 and 24 again.

NO: Proceed to step 25.
IMPORTANT: All paired devices must be
deleted before proceeding to step 25.
Example of one
device present
Figure 16
 Figure 17 will be displayed when all devices
have been deleted.
Example of no
devices present
Figure 17
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25. Connect the USB drive with update software package into the vehicle’s USB media port.
CAUTION: Charging ports are marked in the vehicle with a “lightning bolt” symbol. Do not insert the USB
drive into a charging port. If used, the update software and/or USB drive may become damaged. Only
insert the USB drive in a USB media port.
USB media
port symbol
DO NOT USE
USB ports with a
“Lightning bolt!”
Figure 18
26. Wait approximately 10-30 seconds for the screen in Figure 19 to appear.
27. Select Yes to begin the software update.
Step 27
Figure 19
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28. Wait for the update to complete.

Follow the on-screen instructions while waiting.
NOTE: The update lasts 10-70 minutes.
Figure 20
29. Once the update is complete, remove the USB drive, and then select Restart.
Step 29
Figure 21
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CAUTION: Steps 30-33 must be completed. If they are not completed, the update may become
corrupted.
30. Allow the reboot to complete (2-5 minutes after selecting Restart).
31. Once the reboot has completed, turn OFF the engine, and then wait three (3) minutes.
32. Start the engine and allow the vehicle to run for two (2) minutes.
33. Turn OFF the engine.
CLAIMS INFORMATION
Submit a Primary Part (PP) type line claim using the following claims coding:
DESCRIPTION
PFP
OP CODE
SYM
DIA
FRT
Perform Software Update
(1)
RX6SAA
ZE
32
0.5
(1) Reference the Electronic Parts Catalog (EPC), and use the Display Control Assy (28387-*****) as the
Primary Failed Part (PFP).
AMENDMENT HISTORY
PUBLISHED DATE
REFERENCE
DESCRIPTION
December 2, 2018
ITB18-041
Original bulletin published
December 19, 2018
ITB18-041a
Amended to add Bluetooth device deletion procedure.
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