PIC6402B

Bulletin No.: PIC6402B
Published date: 04/29/2020
Preliminary Information
PIC6402B Radio Favorites Grayed Out - Favorite Unavailable - or
Long Radio Start Delay After 22.9 Software Installed per 19-NA249
Models
Brand:
Model:
Model Years:
VIN:
from
Engine:
to
Transmissions:
Buick
Regal
2018 - 2020
All
All
All
All
Cadillac
ATS
2018 - 2019
All
All
All
All
Cadillac
CTS
2018 - 2019
All
All
All
All
Cadillac
XTS
2018 - 2019
All
All
All
All
GMC
Terrain
2018
All
All
All
All
Involved
Region or North America
Country
Additional
IOS, IOU, IOT
RPO
In very rare occurrences, a customer may comment that Sirius XM Favorites continue to gray out after
radio software version 22.9 was installed to correct that condition per TSB 19-NA-249. Some
customers may also comment that in addition to grayed Sirius XM Favorites persisting; the radio
displays "Favorite Unavailable" when selecting a grayed Favorite, or there is a long delay at startup, or
Condition:
the radio displays" XM Tuner Initializing "or "Tuner Unavailable" messages brie y, or that changing
Audio sources is not available during this startup event. Changing to other modes such as; Navigation,
Climate Control, or Phone, etc. still function. The radio may still be playing audio when this is
occurring.
Cause:
Software anomalies may cause this concern
Correction:
Engineering has identi ed the cause of this greyed out Sirius XM Favorites concern and is working on updated
software to remedy the condition. Due to the COVID-19 pandemic, the development of this solution has been
delayed until such time that engineers are allowed to return to work. Because we are unable to predict when that
might happen, no estimated release time is available. Please continue to utilize the process steps below as that
can provide relief in certain instances.
The following steps may correct the condition or, at a minimum, reduce the frequency of occurrence.
Service Procedure
Caution: If the radio software update is necessary, it is critical to ensure doors remain latched closed during the
USB programming event.
1. Verify the radio software version. If the radio is not on software version 22.9 then this bulletin does not apply.
A radio software update may be necessary. Refer to A11 Radio: Programming and Setup in SI to update the
software via USB and re-evaluate the condition.
2. Perform the following steps. Proceed to the next step until the condition is improved:
– Perform a Sirius XM Signal Refresh via: https://care.siriusxm.com/retailrefresh_view.action#/refreshradio
– Re-evaluate Favorites operation.
Note: After deleting and resaving Favorites, it may take several seconds (depending on number of stored
Favorites) for the Tuner to initialize before Favorites are not gray. The following steps must be done for all User
Pro les, including Guest.
3. If the SXM signal refresh did not work, record every Favorite then try deleting all Favorites. This must be done
for all User Pro les, including Guest. There are three methods of deleting Favorites, all three should be attempted
if the previous method did not solve the issue:
– Rewrite/resave the Favorite –
– Direct tune to another SXM station (not the current Favorite channel) and save a di erent SXM station over the
old one.
– After all Favorites are rewritten, turn the ignition o and disable retained accessory power (RAP) for 3+ minutes.
– Turn ignition on and save Favorites.
– Turn ignition o and disable RAP again for 3+ minutes.
– Turn Ignition on and re-evaluate. It may take several seconds (depending on number of stored Favorites) for the
Tuner to initialize before Favorites are not gray.
4. Delete Favorites individually –
– Go into Settings > Apps tab > Audio > Manage Favorites to individually delete every Favorite.
– After all are deleted turn the ignition o and disable RAP for 3+ minutes.
– Turn ignition on and save Favorites.
– Turn ignition o and disable RAP again for 3+ minutes.
– Turn Ignition on and re-evaluate. It may take several seconds (depending on number of stored Favorites) for the
Tuner to initialize before Favorites are not gray.
5. Return to Factory Defaults, reset all three options.
– After all options are reset, turn the ignition o and disable RAP for 3+ minutes.
– Turn ignition on and save Favorites.
– Turn ignition o and disable RAP again for 3+ minutes.
– Turn Ignition on and re-evaluate. It may take several seconds (depending on number of stored Favorites) for the
Tuner to initialize before Favorites are not gray.
6. Important: If more than 25 SXM Favorites are stored in any User Pro le, suggest that the customer use less
than 25 SXM Favorites for now. Engineering has determined that greater than 25 saved SXM favorites may cause
this condition to occur more frequently. This is a temporary mitigating step to lessen the likelihood of
experiencing the condition until the permanent correction is released.
This PI will be replaced with a service bulletin once a permanent correction is released.
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
3486988
Description
Greyed SXM Favorites after 22.9 installed
Labor Time
0.7 Hr.
Version History
Version 3
02/05/2020 - Created on.
02/13/2020 - Updated to show the importance of Step 6, which may help reduce the issue frequency
Modi ed until the permanent correction is released.
04/29/2020 - Updated to advise that the issue has been root caused and a x is on the way.
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