ITB18-041c

Classification:
Reference:
Date:
EL18-024c
ITB18-041c
September 6, 2019
2019 QX50; AUDIO SYSTEM WILL NOT TURN ON AND/OR
SCREENS FREEZE UP AFTER HANGING UP A PHONE CALL
This bulletin has been amended. See AMENDMENT HISTORY on the last page.
Discard all previous versions of this bulletin.
APPLIED VEHICLE: 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.
2.
To confirm an update applies to the Display Control Unit (DCU) of the vehicle being worked on, you
MUST refer to page 4, step 8, AND page 13, Figure 19 in the SERVICE PROCEDURE.
IMPORTANT: Confirmation is determined by performing the following two steps.
1. Comparing the DCU part number with those listed in Table A on page 4,
AND
2. Verifying new software is required as shown on page 13, Figure 19.
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.
Connect the CONSULT PC and plus VI to the vehicle.
Start CONSULT-III plus (C-III plus).
Turn ON the ignition.
Wait for the plus VI to be recognized / connected.

5.
ASIST is connected to the Internet.
ASIST on the CONSULT PC has been synchronized (updated) to the current date.
The serial number will display when the plus VI is recognized / connected.
Select Diagnosis (One System).
Figure 2
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6.
Select MULTI AV.
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).
XXXXX
XXXXXXXX
Figure 4
b. Compare the P/N written down to the P/Ns in the CURRENT DCU PART NUMBER column in Table
A below.

If there is a match, proceed to step 9 on the next page.

If there is not a match, DCU updating does not apply. Refer to ASIST for further diagnosis.
Table A
MODEL
CURRENT DCU PART NUMBER: 283875NA0A, 5NA0B, 5NA0C
2019 QX50
5NA2A, 5NA2B, 5NA2C
5ZA0A, 5ZA0B
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Update the Display Control Unit
IMPORTANT: Before starting, make sure:
9.

ASIST is connected to the Internet.

ASIST has been synchronized (updated) to the current date.
Insert special tool USB drive J-52727 to an ASIST Station.
HINT: 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 based on Table B below (see Figure 6).
HINT: Use the scroll bar, if needed, to find the correct update software package.
Failure to select the correct update software package may result in needing to replace the DCU.
HINT: Replacement of an incorrectly updated DCU is not covered under warranty.
Table B
MODEL
DESCRIPTION
2019 QX50
IT5004
13. Use the drop-down menu and select the location of the USB drive that was inserted in step 9.
HINT: The Description section in Figure 6 may show differently than your C-III plus screen.
Check
box
Drop-down menu
XXXXXXXXXXXXXXXX
XXXXXXXXXXXXXXX
Infotainment
software
updates
XXXX
USB drive
location
XXXXXXXXX
XXXXX
Scroll
bar
XXXXXXXX
Figure 6
14.
Select Download, and then wait for the download to complete.
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15. Select OK.
E:\ Copy Process Completed
Figure 7
16. 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.
Follow the steps to safely remove the USB drive. If not followed, the USB drive may corrupt the
infotainment update software.

If you are 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 8
17. Close all ASIST Infotainment Software Update screens.
18. Start the engine, and then wait 60 seconds for the system to load.
HINT: The engine needs to idle for the duration of the update to retain battery charge.
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19.
Open the Settings Menu, and then select Bluetooth.

The Settings menu is accessed with the hard button located under the display.
Figure 9
20.
Select Connect Device from the Bluetooth Settings menu.
HINT: If no connected devices are present, Figure 16 (page 11) will display.
Figure 10
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21.
Check for devices in the Device List:

YES, one or more devices are listed: Select a device, and then proceed to step 22.

NO, there are no listed devices: Skip to step 24.
IMPORTANT: All paired (listed) devices must be deleted before proceeding to step 24.
Figure 11
22.
Select Delete and confirm the screens in Figure 13 and then Figure 14 are displayed.
Figure 12
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HINT: 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 13

The second screen will show information regarding repairing the Bluetooth® device.
Figure 14
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23.
Check for additional devices in the Device List:

YES, there are more listed devices: Perform steps 21 and 22 until all listed devices are deleted.

NO, there are no listed devices: Proceed to step 24.
IMPORTANT: All paired (listed) devices must be deleted before proceeding to step 24.
Example of one
device present
Figure 15

Figure 16 will be displayed when all listed devices have been deleted.
Example of no
devices present
Figure 16
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24.
Insert the USB drive with infotainment update software into the vehicle’s USB media port (see
Figure 17).

Do not remove the USB drive during the update to the vehicle until instructed.
HINT: 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
Figure 17
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25.
Wait approximately 10-30 seconds for the screen in Figure 19 or Figure 20 to appear.

If the screen shown in Figure 19 appears, proceed to step 26 below.

If the screen shown in Figure 20 appears, then no software update is available. Refer to ASIST for
further diagnostic information.
Figure 19
Figure 20
26.
Select Yes to begin the software update.
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27.
Wait for the update to complete.

Follow the on-screen instructions while waiting.
HINT: The update lasts 10-70 minutes.
Figure 21
28.
Once the update is complete, remove the USB drive, and then select Restart.
Figure 22
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Steps 29-32 must be completed. If they are not completed, the update may become corrupted.
29.
Allow the reboot to complete (2-5 minutes after selecting Restart).
30.
Once the reboot has completed, turn OFF the engine, and then wait three (3) minutes.
31.
Start the engine and allow the vehicle to run for two (2) minutes.
32.
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
March 19, 2019
ITB18-041b
Added Figure 20 and modified the ACTION statement on page 1
September 6, 2019
ITB18-041c
SERVICE PROCEDURE amended throughout
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