ITB19-002a

Classification:
Reference:
Date:
EL18-040a
ITB19-002a
July 26, 2019
2018-2019 INFINITI;
DISPLAY CONTROL UNIT SERVICE INFORMATION
This bulletin has been amended. See AMENDMENT HISTORY on the last page.
Please discard previous versions of this bulletin.
APPLIED VEHICLES: 2018-2019 Q50 (V37)
2018 Q50 Hybrid (V37)
2018-2019 Q60 (V37)
2018-2019 Q70 (Y51)
2018 Q70 Hybrid (Y51)
2018-2019 QX30 (H15)
2019 QX50 (J55)
2018-2019 QX60 (L50)
2018-2019 QX80 (Z62)
Q50, Q60 and QX50 vehicles
SERVICE INFORMATION
If the Display Control Unit (DCU) needs to be
replaced on an APPLIED VEHICLE for any reason,
follow the steps in the Service Procedure to:

Display
Control Unit
Confirm proper diagnosis and repair with
TECH LINE to obtain DCU order approval,
and then place the order with DENSO.
NOTE: The DCU order approval process
does not apply to 2017 model year and
earlier models. TECH LINE authorization is
not needed for 2017 model year and earlier
models.
Figure 1

Configure the Multi AV system.

2018-2019 QX30 vehicles only: Register the replacement DCU. DCU registration is necessary whether or
not the vehicle has an active Infiniti InTouch Apps subscription.
NOTE: The original DCU must be installed in the vehicle while performing part of this procedure.
DO NOT remove the original DCU until instructed.
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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SERVICE PROCEDURE
Before starting, make sure your ASIST has been synchronized to the current date and all CONSULT-III plus
(C-III plus) upgrades have been installed.
Parts of the Procedure
PART 1: Confirm Proper Diagnosis and Repair with TECH LINE to Obtain DCU Order Approval / Place
Order with DENSO
PART 2: Record Multi AV Configuration Values of Original DCU / Replace DCU
PART 3: Configure Multi AV System
PART 4: Manually Configure Multi AV System (if needed)
PART 5: 2018-2019 QX30 Vehicles Only – Register Replacement DCU
PART 1: Confirm Proper Diagnosis and Repair with TECH LINE to Obtain DCU Order Approval / Place Order
with DENSO
NOTE: The DCU order approval process is to be performed on all 2018-2019 APPLIED VEHICLES and does
not apply to all 2017 and earlier models. TECH LINE authorization is not needed for all 2017 and earlier models.
To improve customer satisfaction by providing the correct repair on the first visit, Infiniti has put in place a procedure
for ordering an “exchange” or “new” DCU.

To ensure a proper diagnosis and repair, the technician will need to contact TECH LINE to confirm (or assist
with) their diagnosis and the proper repair prior to ordering the DCU.

DENSO will require a confirmation from TECH LINE prior to shipping an exchange DCU.

Approval from TECH LINE does not mean the DCU has been ordered. The DCU must be ordered from
DENSO.

New DCUs will be put on parts restriction and will need to be cleared before the order is shipped. In the
event that a new DCU is required, the warranty claims call center will verify that TECH LINE has
recommended replacement.

This process applies to vehicles equipped with a Navigation system as well as non-Navigation vehicles.
TECH LINE has the support of engineering and DENSO in diagnosis, if needed.
Most DCUs ordered will be an exchange unit versus a new unit.
The requirement of contacting TECH LINE for confirmation to replace a DCU will be monitored to ensure the most
effective and accurate method of repair.
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In most cases, an exchange DCU will be ordered. A new DCU is required only if:

The vehicle has not yet been sold.

The customer requests a new DCU on a non-warranty repair.

The exchange DCU is not available.

Insurance claim replacement.
NOTE: While not required, Infiniti recommends using this procedure for non-warranty repairs to ensure that proper
diagnosis and repair is performed.
Contact TECH LINE to Confirm DCU Replacement is Needed
NOTE:

Steps 1-4, below, do not apply to 2017 model year and earlier Infiniti vehicles. Proceed to Order an
Exchange DCU from DENSO on page 4

Contacting TECH LINE is done to confirm diagnosis. An exchange DCU can be ordered by your parts
department directly from DENSO, after approval from TECH LINE.
1.
Duplicate and verify the customer’s concern if possible. If duplication is not possible, gather as much
information about the issue as possible from the service advisor/writer or customer.
2.
Check for any connected devices (phone, iPod, MP3 player, etc.) or determine if a connected device is
present during the concern. Gather model and software version information if possible.
3.
Contact TECH LINE after gathering preliminary information of the concern. After diagnosis of the concern
has been performed, and the technician and TECH LINE agree that the DCU should be replaced, go to step
4.
4.
TECH LINE will confirm with DENSO, by email, that the diagnosis has occurred and a DCU replacement is
approved.
NOTE:

TECH LINE will not send an email or fax to your parts department.

Approval from TECH LINE does not mean the DCU has been ordered. The DCU can be ordered from
DENSO only after approval from TECH LINE (see page 4).
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Order Exchange DCU from DENSO
After steps 1-4 have been completed, your parts department will order the replacement exchange DCU as
instructed below.
5.
Go to the Denso-Ten website (https://www.f10ncs.com), and login with your username and password.

6.
If you do not have a login username and password (first time users), call Denso-Ten tech line (1-800237-5413, Mon – Fri: 7:00am – 4:00pm PT) to obtain a login username and password.
Select Orders > Place An Order.
Figure 2
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7.
Enter the Dealer contact information, vehicle information, and warranty status information.
8.
Select Next.
Populate all fields
Figure 3
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9.
Select the vehicle model and original DCU part number.

The DCU part number can be found on the label on the back of the DCU, or with C-III plus by going to
Diagnosis (One System) > MULTI AV > ECU Identification.
NOTE: The replacement DCU you receive may have a different part number than the original DCU.
10.
Select Next.
xxxxx
QX60
Figure 4
xxxxx
xxxxx
xxxxx
xxxxx
xxxxx
xxxxx
xxxxx
xxxxx
xxxxx
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11.
Populate the Customer Complaint field, choose a symptom from the drop down menu, and select an
option for each displayed question.
12.
Select Next.
Enter customer
complaint here
Figure 5
13.
Select the conditions under which the symptoms occurred.
14.
Select Next.
Figure 6
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15.
Check all symptoms that apply for each component.
16.
Select Review.
Figure 7
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17.
Confirm all of the information displayed is accurate, and then select submit order.
NOTE: Changes cannot be made once an order has been submitted.

If changes are needed, select Cancel and Edit to return to the form.
xxxxxxx
xxxxxxx
xxxxxxx
xxxxxxx
xxxxxxx
xxxxxxx
xxxxxxx
xxxxxxx
xxxxxxx
xxxxxxx
xxxxxxx
xxxxxxx
xxxxxxx
xxxxxxx
QX60
xxxxxxx
xxxxxxx
xxxxxxx
xxxxx
Click here to
make
changes
Figure 8
18.
After sumbit order is selected, a confirmation page and number will display. If needed, select View My
Order, Submit a New Request, or Printer Friendly Page.
xxxxxxxxxxxxxxxxx
xxxxxxxxxxxx
Figure 9
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NOTE:

To view order status and shipping/tracking information at a later date, select View Orders on the DensoTen website and select the applicable order.
Figure 10
xxxxxxxxxxxxxxx
Figure 11
19.
After the order is submitted, DENSO will email a confirmation to your parts department stating the order has
been placed.
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PART 2: Record Multi AV Configuration Values of Original DCU / Replace DCU
20.
Prepare the vehicle:

Make sure the shift selector is in Park and the parking brake is set.

Connect a battery maintainer or smart charger set to reflash mode or a similar setting.

Connect the plus VI to the vehicle.

Launch C-III plus on the CONSULT PC.

Turn the ignition ON. DO NOT start the engine.

21.
Hybrid vehicles: Turn the ignition to ON. DO NOT put in Ready Mode.
Select Re/programming Configuration.
Figure 12
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22.
Read the Precautions.
When finished, click in the Confirmed
instructions box to insert a check
mark, and then select Next.
Figure 13
23.
Select the Manual Selection (Vehicle
Name) tab, and then select the Vehicle
Name and Model Year.
NOTE: If the screen shown in
Figure 14 does not display, proceed to
step 28.
24.
Select Select.
Figure 14
25.
Confirm the correct Vehicle Name and
Model Year are displayed.

When finished, select Confirm.
xxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxx
xxxx
Figure 15
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Steps 26 and 27 below apply to 2018-2019 QX30 vehicles ONLY. For all other vehicles, proceed to step 28
on the next page.
26. Select USA/CANADA Dealers in the
drop down menu, and then select OK.
NOTE:

The screen in Figure 16 will only
appear during the first login on a
CONSULT PC. Future logins with
same CONSULT PC will display the
screen in Figure 17 only.

If the screen shown in Figure 16 does
not display, proceed to step 27.
Figure 16
27. Enter your NNAnet.com Username and
Password, and then select Submit.
NNAnet.com
Username &
Password
Figure 17
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28.
After System Call completes, confirm the
correct Vehicle Identification Number
(VIN) is displayed.

When finished, select Confirm.
NOTE: If the VIN displayed is incorrect,
input the correct VIN. When finished,
select Confirm.
Figure 18
29.
Select MULTI AV.

Use the scroll arrows if needed.
Figure 19
30.
Select Before ECU Replacement.
Figure 20
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31.
Confirm Setting Value (current
configuration) and write it down.

The current configuration can also be
printed with the Print Screen button or
Screen Capture button.

Use the scroll arrows if more than one
page of information is available.
Write down / print this
information
NOTE: Configurable options will differ.
Your screen may look different.
32.
Select Save.
Figure 21
NOTE: If the configuration data cannot be
saved, replace the DCU as instructed in the
applicable Electronic Service Manual
(ESM), and then proceed to page 17,
PART 4: Manually Configure the Multi
AV System (if needed).
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxx
33.
Select End.
xxxxxxxxxxxxxxxxx
Figure 22
34.
Replace the DCU as instructed in the applicable ESM.

Refer to the ESM, section DRIVER INFORMATION & MULTIMEDIA > AUDIO, VISUAL & NAVIGATION
SYSTEM > INFINITI INTOUCH > REMOVAL AND INSTALLATION > DISPLAY CONTROL UNIT >
Removal and Installation.
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PART 3: Configure Multi AV System
35.
Perform steps 20-28 again before proceeding to step 36.
36.
When you get to the screen shown in
Figure 23, select Confirm.
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xxxxxxxxxxxxxxxxx
Figure 23
37.
If the screen in Figure 24 appears, skip
to page 20, step 48.
38.
If the screen in Figure 24 does not
appear, go to step 39.
Figure 24
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39.
Select OK.
After performing Step 39:

If an error message does not display,
proceed to page 21, step 52.

If an error message does display,
proceed to PART 4: Manually
Configure the Multi AV System (if
needed), below.
Figure 25
PART 4: Manually Configure the Multi AV System (if needed)
NOTE: If the screen in Figure 26 is not
displayed, click on the Home icon.
40.
Select Re/programming Configuration.
Figure 26
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41.
Read the Precautions.
When finished, click in the Confirmed
instructions box to insert a check mark,
and then select Next.
Figure 27
42.
Select the Manual Selection (Vehicle
Name) tab, and then select the Vehicle
Name and Model Year.
NOTE: If the screen shown in Figure 28
does not display, proceed to the next
page, step 45.
43.
Select Select.
Figure 28
44.
Confirm the correct Vehicle Name and
Model Year are displayed.
When finished, select Confirm.
xxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxx
xxxxxxx
Figure 29
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Step 45 below applies to 2018-2019 QX30 vehicles ONLY. For all other vehicles, skip to step 46.
45.
Enter your NNAnet.com Username and
Password, and then select Submit.
NNAnet.com
Username &
Password
Figure 30
46. Confirm the correct VIN is displayed.
When finished, select Confirm.
NOTE: If the VIN displayed is incorrect,
input the correct VIN. When finished,
select Confirm.
Figure 31
47. Select MULTI AV.

Use the scroll arrows if needed.
Figure 32
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48.
Select After ECU Replacement.
Figure 33
49.
Select Manual selection.
Figure 34
50.
Use the drop down menus to select the
configuration options that were printed
or written down in step 31 on page 15.

Use the scroll arrow if more than one
page of information is available.
NOTE: Configurable options may differ
and look different from Figure 35.
Figure 35
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51.
Confirm the configuration items
displayed under Setting Value are
correct, and then select OK.
Figure 36
52.
Turn the ignition OFF, and then start the engine.
53.
After starting the engine, wait for about 30 seconds.
54.
Use C-III plus to erase any codes from the Multi AV system.
a. Select Home on the C-III plus screen.
b. Select Diagnosis (One System) > Multi AV > Self Diagnosis Results.
c. Erase any codes that may be present.
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Step 55 below applies to 2018-2019 QX30 vehicles ONLY. For all other vehicles, proceed to step 56.
55.
Write down the UNIT ID number (see Figure 37) as follows:
NOTE: The UNIT ID number will be used in Part 5 of the procedure.
a. Select the ECU Identification tab on the C-III plus screen.
b. Write down the UNIT ID number.
Figure 37
56.
Close C-III plus and disconnect the plus VI from the vehicle.
57.
Check that the operation of the DCU and, if equipped, RearView Monitor camera images (fixed guide lines
and predictive course lines) are normal.
58.
Disconnect the battery maintainer/smart charger from the 12V battery.
2018-2019 QX30 vehicles only: Go to the next page.
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PART 5: 2018-2019 QX30 Vehicles ONLY – Register Replacement DCU
Register the replacement DCU by calling Infiniti Owner Services at 1-855-444-7244. Listen to the prompts
and select the option for the “Infiniti Connection Specialist.”
59.

During this call you will be asked for the UNIT ID number (see step 55) and Vehicle Identification Number
(VIN).

Infiniti Owner Services hours of operation are:
Monday – Saturday: 8:00am to Midnight EST
Closed Thanksgiving, Christmas, and New Years Day
IMPORTANT: Step 59 MUST be performed to register the replacement DCU. If this step is not performed, the
Infiniti InTouch Apps feature – if the vehicle has an active subscription – will not function. Perform this step even if
the vehicle does not have an active Infiniti InTouch Apps subscription, as future enrollment will also be affected.
AMENDMENT HISTORY
PUBLISHED DATE
REFERENCE
DESCRIPTION
January 15, 2019
ITB19-002
Original bulletin published.
July 26, 2019
ITB19-002a
Order an Exchange DCU from DENSO procedure revised.
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