19NA100

Service Bulletin
Bulletin No.:
19-NA-100
Date:
June, 2019
TECHNICAL
Subject:
Radio Software Version 22.8 Over-the-Air Update
Brand:
Model:
Cadillac
CTS
Model Year:
VIN:
from
to
2018
2019
2018
2018
from
to
Engine:
Transmission:
ATS
XTS
GMC
Terrain
Involved Region or Country
North America
Additional Options (RPOs)
Equipped with Infotainment System IOS, IOT or IOU
Condition
Some customers may comment on software issues. A continuous improvement software
update is being released with updates made on the following areas: navigation,
Bluetooth, DIC display and general system improvements. This update includes over
120 improvements, most notable ones include:
• Greyed out Favorites
• DIC Speed Limit sign may be stuck on a value, have no value or is blank, or the unit of
measurement (KPH/MPH) may flash.
• The navigation radio may display a message of “Navigation Service Has Expired” or
“Navigation services is going to expire in XX days” every ignition cycle.
• Device Not Connected message when device is connected via USB or Bluetooth.
• Bluetooth audio is not consistent.
• Bottom status/icon bar is gone until Home button is pressed.
• Radio is not connected back to last external device after an ignition cycle.
• When no phone is paired and customer only uses OnStar hands free calling, the
phone Contacts are deleted after every ignition cycle.
Cause
The cause of the condition may be software anomalies.
Correction
A new radio software update, 22.8, is being released for vehicles equipped with
Infotainment system RPO IOS, IOT or IOU, in addition to providing general robustness
and stability enhancements.
This update can occur remotely through in-vehicle prompts from the radio display.
However, some customers may decline the vehicle update or the update may be
unsuccessful. Along with the vehicles mentioned above, vehicles in unconnected
markets and fleet customers will need the dealer to reprogram the radio with the new
software package.
Service Procedure
Important: If the remote vehicle update has been
downloaded or installed, DO NOT install the update via
USB. DO NOT attempt to complete the programming
event without reading Determining Where to Start –
Checking for Update Status first to avoid programming
failures or module lockup conditions.
Copyright 2019 General Motors LLC. All Rights Reserved.
The update procedure in this bulletin includes the
following four sections:
• Determining Where to Start – Checking for Update
Status
• Update Procedure Using Remote Vehicle Update
• Update Procedure Using TIS2WEB (USB
Download)
• Troubleshooting
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June, 2019
Bulletin No.: 19-NA-100
Important: DO NOT attempt to complete the
programming event without reading Determining Where
to Start – Checking for Update Status first to avoid
programming failures or module lockup conditions.
Determining Where to Start – Checking for Update
Status
The process used for this update is dependent on the
status of the software on the module and if the module
already has a remote install package downloaded. To
verify if an update package is already on the vehicle,
open “Settings” and then scroll to “Updates” on the
radio screen. If an update is shown under the “Updates”
screen, proceed to the Update Procedure Using
Remote Vehicle Update section of this document.
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If no update is shown (see “No Updates Available”
image in next section), go to the “About” screen and
verify the build number (i.e. 20.9, 20.10, 20.11, 21.17x,
etc.). If the build number is less than 22.8, proceed with
the software update following the Update Procedure
Using TIS2WEB (USB Download) section of this
document.
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June, 2019
Page 3
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Caution: If Vehicle Update screen shows
“Infotainment System Update” (such as the screen
above) do not use TIS2WEB or insert a USB stick. Use
of the USB stick when the Remote Update has already
been downloaded, installed, or paused during
installation could result in program failures or module
lockup condition. The update should be completed
using the Remote Vehicle Update procedure, following
prompts on the infotainment screen. Refer to Update
Procedure Using Remote Vehicle Update after reading
the remaining information in this section if the Remote
Update has already been downloaded to the radio.
• If the remote vehicle update CANNOT be
completed, the radio must be updated through
SPS via USB. Refer to Update Procedure Using
TIS2WEB (USB Download) in this bulletin.
Update Procedure Using Remote Vehicle Update
1. If a remote package is on the system, you may see
the below pop up.
• If the remote vehicle update has not been
downloaded, select “Start Download”, wait for
the download to complete and then follow the
prompts to complete installation.
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Bulletin No.: 19-NA-100
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2. If no “Start Download” or “Install Now” pop up is
displayed, navigate to “Settings” -> “Updates.” If
there is a remote package on the system, it will
display “Install Now” Or “Start Download.” If the
screen below is shown, then there is no remote
update package on the system. Navigate to
Settings -> About to verify the software version. If
the build number is not 22.8 or greater, update
via USB.
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June, 2019
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Important: During installation, the vehicle will be
disabled and cannot be driven. Features like door
locks, windows and chimes may not work. If you leave
the vehicle, DO NOT lock occupants inside.
Note: Download may pause due to cellular connection
speed. If the download pauses, click resume to
continue. If the download takes longer than 30 minutes,
see the Troubleshooting section in this bulletin.
3. Once the remote vehicle update has completed,
verify the following operations: Select “Settings”,
scroll down and select “Updates.” If no updates are
available, verify software build is at 22.8 or greater
in “Settings” -> About screen. If confirmed, no
further action is required.
3.1. At ignition on, verify that the radio displays the
proper brand splash animation.
• If the incorrect splash animation is shown
(e.g. Cadillac logo in a GMC vehicle)
proceed to step 2.3.
• If the correct splash animation is shown
proceed to step 3.2.
3.2. Verify audio plays and that audible warning
chimes function correctly.
• If the audio is muted or chimes are not
operating as expected proceed to step 3.3.
• If the audio and chimes are operating as
expected, no further action is required.
3.3. Determine the software version now in the
radio by selecting Home> Settings> About>
Build Number. It should be 22.8 or greater.
• If 22.8 or greater, reprogram the radio using
SPS programming. Refer to the appropriate
A11 Radio: Programming and Setup (IOS/
IOU/IOT/IOR) document in SI.
• If less than 22.8 reprogram the radio using
USB and SPS programming events. Refer
to the appropriate A11 Radio: Programming
and Setup (IOS/IOU/IOT/IOR) document
in SI.
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June, 2019
Update Procedure Using TIS2WEB (USB Download)
Caution: If the Same Calibration/Software Warning is
noted on the SPS Controller screen, do NOT attempt to
program the module. No further action is required.
Caution: Do not use TIS2WEB or insert a USB stick if
a Remote Update has been downloaded to the radio.
Use of the USB stick when the Remote Update has
already been downloaded, installed, or paused during
installation could result in program failures or module
lockup condition.
Note: Carefully read and follow the instructions below.
•
•
•
DO NOT attempt to order the calibration number
from GM Customer Care and Aftersales. The
calibration numbers required for this update
procedure are programmed into control modules
via a Multiple Diagnostic Interface (MDI) with the
calibration update. If you cannot access the
calibration, call the Techline Customer Support
Center and it will be provided.
DO NOT program a control module unless
directed to by a service procedure or a service
bulletin. If the control module is not properly
configured with the correct calibration software,
the control module will not control all the vehicle
features properly.
Ensure the programming tool is equipped with the
latest software and is securely connected to the
data link connector. If there is an interruption
during programming, programming failure or
control module damage may occur.
•
Bulletin No.: 19-NA-100
Stable battery voltage is critical during
programming. Any fluctuation, spiking, over
voltage or loss of voltage will interrupt
programming. Install a GM Authorized
Programming Support Tool to maintain system
voltage. Refer to www.gmdesolutions.com for
further information. If not available, connect a fully
charged 12 V jumper or booster pack
disconnected from the AC voltage supply. DO
NOT connect a battery charger.
• Turn OFF or disable systems that may put a load
on the vehicles battery such as; interior lights,
exterior lights (including daytime running lights),
HVAC, radio, etc.
• During the programming procedure, follow the
SPS prompts for the correct ignition switch
position.
• Refer to Radio Programming and Setup for
additional information on programming.
Important: For every vehicle that needs to be updated
through USB, be sure to download the files through
TIS2WEB on a USB drive each time for each vehicle.
DO NOT use the same files downloaded from a
previous vehicle. Use a USB 3.0 drive formatted to
FAT32 with a minimum size of 4 gigabytes, however,
16 gigabytes is preferable.
Important: Before downloading the USB update files,
be sure the computer is connected to the internet
through a network cable (hardwired). DO NOT
DOWNLOAD the files wirelessly.
1. Start SPS, select Radio – USB File Transfer and
follow the on-screen instructions.
2. Record the SPS Warranty Claim Code on the job
card for warranty transaction submission.
Bulletin No.: 19-NA-100
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5313331
3. Insert the USB into the vehicle while in Park. On
the radio screen, select “Settings, “Updates” or
select “Learn More” on pop up after USB insertion.
4. Confirm the part number with image below.
5. Follow on screen prompts to complete the update.
6. Once the remote vehicle update has completed,
verify the following operations:
6.1. At ignition on, verify that the radio displays the
proper brand splash animation.
• If the incorrect splash animation is shown
(e.g. Cadillac logo in a GMC vehicle)
proceed to step 6.3.
• If the correct splash animation is shown
proceed to step 6.2.
6.2. Verify audio plays and that audible warning
chimes function correctly.
• If the audio is muted or chimes are not
operating as expected proceed to step 6.3.
• If the audio and chimes are operating as
expected, no further action is required.
6.3. Determine the software version now in the
radio by selecting Home> Settings> About>
Build Number. It should be 22.8 or greater.
• If 22.8 or greater, reprogram the radio using
SPS programming. Refer to the appropriate
A11 Radio: Programming and Setup (IOS/
IOU/IOT/IOR) document in SI.
• If less than 22.8 reprogram the radio using
USB and SPS programming events. Refer
to the appropriate A11 Radio: Programming
and Setup (IOS/IOU/IOT/IOR) document
in SI.
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Bulletin No.: 19-NA-100
Important: During USB programming, be sure to keep
the vehicle doors closed.
5324626
•
Clear DTCs after programming is complete.
Clearing powertrain DTCs will set the Inspection/
Maintenance (I/M) system status indicators to NO.
Troubleshooting
Important: When downloading USB update files, be
sure the computer is connected to the internet through
a network cable (hardwired). DO NOT DOWNLOAD the
files wirelessly.
Important: If having issues with the USB drives, try
using a different brand. The USB drive should be
USB 3.0.
Important: It is normal operation of the Over-the-Air
(OTA) update process for a radio to remain on for
30 seconds after ignition is turned off and retained
accessory power (RAP) has been disabled. The radio
will return to normal power down operations, i.e. off
when RAP is disabled, once the OTA update has been
installed.
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Scenario 1: Vehicle conditions are not ideal
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If the above screen is shown, download the update
through TIS2Web and perform USB update. Upon USB
insertion while vehicle is running, the “Install Now” pop
up will be presented. Ensure the vehicle battery is
being maintained (using EL-49642 or battery
maintainer) while performing this update.
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Bulletin No.: 19-NA-100
Scenario 2: Consistently Paused Download
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If the above screen is shown and resuming the
download repeatedly fails, a USB update will need to
be performed. Turn the vehicle on, return to the home
screen, and insert USB stick (see previous section). A
pop up should be shown to “Install Now.” Click “Install
Now”, verify the part number is correct and follow on
screen prompts.
Bulletin No.: 19-NA-100
June, 2019
Page 11
Scenario 3: Update Failed. Return to dealer screen
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1. If the above screen is shown, download the update
through TIS2Web and insert USB stick into the
radio twice (USB stick is not recognized on first
insertion). A blue progress bar should come on the
screen and update will proceed. If this screen
above is shown when trying to update the radio
through USB, reformat to FAT32 on your PC, and
then try to download the update through TIS2WEB
again.
2. After selecting USB File Transfer, if you are
prompted by TIS2Web to select a software PN,
then follow the on-screen instruction to attempt to
gather the software PN from the A11 Radio using
GDS2 scan tool. If GDS2 indicates the radio is not
communicating, go back to TIS2Web, select A11
Radio, and select "Per Bulletin 19-NA-100 " to
complete the USB File Transfer programming
event.
3. If the screen above is shown again, contact the GM
Technical Assistance Center (TAC) at
1-800-828-6860 for assistance.
Parts Information
No parts are required for this repair.
Warranty Information
For vehicles repaired under the Bumper-to-Bumper
coverage (Canada Base Warranty coverage), use the
following labor operation. Reference the Applicable
Warranties section of Investigate Vehicle History (IVH)
for coverage information.
Labor
Operation
Description
Labor Time
9104434*
Remote Vehicle Update:
TIS2WEB/USB Download
Not Required
0.3 hr
9104377**
Radio Module
Reprogramming with
SPS/USB
0.3 hr
*A Warranty Claim Code is not required for this transaction.
**To avoid warranty transaction rejections, the SPS
Warranty Claim Code must be entered when submitting this
transaction. When more than one Warranty Claim Code is
generated for a control module programming event, it is
required to document all Warranty Claim Codes in the
Correction field on the Job Card. Dealers must only enter
one code in the “SPS Warranty Claim Code” field on the
transaction, otherwise the transaction will reject.
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Bulletin No.: 19-NA-100
Warranty Claim Code Information Retrieval
If the SPS Warranty Claim Code was not recorded on
the Job Card, the code can be retrieved in the SPS
system as follows:
• Open TIS on the computer used to program the
vehicle.
• Select and start SPS.
• Select Settings.
• Select the Warranty Claim Code tab.
The VIN, Warranty Claim Code and Date/Time will be
listed on a roster of recent programming events. If the
code is retrievable, dealers should resubmit the
transaction making sure to include the code in the SPS
Warranty Claim Code field.
Version
1
Modified
Released May 30, 2019
GM bulletins are intended for use by professional technicians, NOT a "do-it-yourselfer". They are written to inform these
technicians of conditions that may occur on some vehicles, or to provide information that could assist in the proper
service of a vehicle. Properly trained technicians have the equipment, tools, safety instructions, and know-how to do a
job properly and safely. If a condition is described, DO NOT assume that the bulletin applies to your vehicle, or that your
vehicle will have that condition. See your GM dealer for information on whether your vehicle may benefit from the
information.
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