ITB20-021C

Classification:
Reference:
Date:
AN20-026C
ITB20-021C
February 25, 2022
SOFTWARE UPDATE FOR INFOTAINMENT ISSUES
This bulletin has been amended. See AMENDMENT HISTORY on the last page.
Please discard previous versions of this bulletin.
APPLIED VEHICLES:
2020-2021 Q50 (V37)
2020-2021 Q60 (CV37)
2020-2021 QX50 (J55)
SERVICE INFORMATION
When diagnosing an infotainment issue, always confirm that the latest software is installed in the AV control
unit before starting the diagnosis.
The update-software in the following SERVICE PROCEDURE is for the items below:

Stability improvements and “bug” fixes
Refer to steps 1 - 4 to confirm that this bulletin applies.
NOTE: Download infotainment update-software “PVI002 (Not for use with QX80)” if this bulletin applies. DO
NOT use infotainment update-software PVI001.
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 special tool, USB drive J-52727-1, has been previously shipped to each retailer (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: infinititechmate.com or 1-800-662-2001.
Part number: J-52727-1.
HINT:

The update-software only needs to be downloaded once and can then be used continuously on
multiple APPLIED VEHICLES.

The update-software must be the only file on the USB drive.
Figure 1
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SERVICE PROCEDURE
Check Software Version
1. Press and hold the AUDIO button, and at the
same time rotate the volume knob left and right
until the System Diagnostic Menu displays
(Figure 2 and Figure 3).
Figure 2
2. Select Confirmation/Adjustment.
Figure 3
3. Scroll down and select Version Information.
Figure 4
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4. Confirm the Software Version number (Figure 5).

If the Software Version (digits 6-9 as shown in Figure 5) is lower than xxxxx2992x, select the back
button and continue to step 5 on the next page.

If the Software Version is xxxxx2992x or higher (digits 6-9), select the back button; this bulletin does
not apply. Refer to ASIST for further diagnostic information.
Back button
Figure 5
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Update AV Control Unit
IMPORTANT: Before starting, make sure:

ASIST is connected to the internet.

ASIST has been synchronized (updated) to the current date.
NOTE: In the following steps, if more than one CONSULT PC is available and the PVI002 (Not for use with
QX80) infotainment update-software has already been downloaded through ASIST to one of them, use the
CONSULT PC with the pre-existing download.
5. Insert special tool USB drive J-52727 into a CONSULT PC.

If the infotainment update-software has already been downloaded onto special tool USB drive J-52727
from a prior service procedure, skip to step 14 on page 7.
HINT:
o Special tool USB drive J-52727 is the only one approved for use with this procedure.
o The update is estimated to take 6 hours to download to the USB drive, depending on internet
speed.
o The update-software only needs to be downloaded once and can then be used continuously on
multiple APPLIED VEHICLES.
 The update-software must be the only file on the USB drive.
6. Open ASIST.
7. Select Specialty Tools, and then select Infotainment Software Updates.
Specialty Tools
Infotainment Software Updates
Figure 6
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8. Select the check box next to the PVI002 (Not for use with QX80) infotainment update-software (refer to
Figure 7 below).

If the PVI002 (Not for use with QX80) infotainment update-software has already been downloaded,
“Transfer” will be displayed instead of Download when the infotainment software update box is
checked.
9. Use the drop-down menu to select the location of the USB drive that was inserted in step 5 on page 5.
Check
box
D:\
USB drive
location
PVI002 (Not for use with QX80)
Infotainment Version:
update-software
“Transfer” displays here if
Infotainment update-software
is already downloaded
Drop-down
menu
Figure 7
10. Select Download, and then wait for the download to complete.
HINT:

The update is estimated to take 6 hours to download to the USB drive.

If while attempting to download the update-software to the CONSULT PC, you receive the message
shown in Figure 8:
a. First attempt to clear space on the CONSULT PC hard drive (40 GB required).
b. If space cannot be cleared and a second CONSULT PC is available with space, use it and start
over from step 5.
Figure 8
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11. Select OK.
D:\E:\ Copy Process Completed
Figure 9
12. Once the transfer is complete, safely remove the USB drive from the CONSULT PC.
a. From the PC toolbar, select the Safely Remove Hardware icon.
o The icon is on the toolbar, or can be found after selecting the arrow.
b. Select the USB drive to be removed, and then remove the USB drive from the CONSULT PC.
Follow the steps to safely remove the USB drive. If not followed, the USB drive may corrupt the
infotainment update-software.
o If you are not familiar with the process of safe USB drive removal, ask for assistance at your
retailer.
Safely Remove
Hardware icon
USB Drive (E:)
Arrow on toolbar
Figure 10
13. Close all ASIST Infotainment Software Update screens.
14. Set the parking brake.
15. 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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16. Insert the USB drive with infotainment update-software into the vehicle’s USB media port (Figure 11).

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 11
Figure 12
17. Wait for the update to complete.

Follow the on-screen instructions while
waiting.
HINT: The update lasts 15-25 minutes.
Figure 13
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18. Once the update is complete (Figure 14), remove the USB drive; the system will reboot (restart).
HINT: The system will not reboot until the USB drive is removed.
Figure 14
Figure 15
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Steps 19-26 must be completed. If they are not completed, the update may become corrupt.
19. Allow the reboot to complete (approximately
30 seconds).

The Infiniti logo will be displayed during the
reboot.
20. Turn the ignition OFF.
Figure 16
The steps below will fully reboot the infotainment system twice.
21. Open and close the driver door and ensure that all doors are closed.
22. Wait 5 minutes.
Ensure that all doors remain closed during the 5-minute wait period. If a door is opened during the 5-minute
wait period, the update may not complete and the AV control unit may become inoperable.
HINT: The engine does not need to be running for the next steps.
23. Turn the ignition ON (engine OFF) and wait for the Infiniti logo to appear (Figure 16).

If the Infiniti logo does not appear (this might take up to 30 seconds), start over from step 20.
24. After the Infiniti logo appears, wait about 1
minute.

The MENU (Home) screen in Figure 17 will
be displayed.
25. Turn OFF the ignition.
Figure 17
26. Repeat steps 21-25 one more time (a total of two [2] times) to complete the update.
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CLAIMS INFORMATION
Submit a Primary Operation (PO) type line claim using the following claims coding:
DESCRIPTION
OP CODE
SYM
DIA
FRT
Perform Software Check
RX9KAA
ZE
32
0.2
OR
Submit a Primary Operation (PO) type line claim using the following claims coding:
DESCRIPTION
OP CODE
SYM
DIA
FRT
Perform Software Check and Update
RX9JAA
ZE
32
0.3
AMENDMENT HISTORY
PUBLISHED DATE
REFERENCE
DESCRIPTION
August 31, 2020
ITB20-021
Original bulletin published
February 3, 2021
ITB20-021A
Classification number updated
March 15, 2021
ITB20-021B
APPLIED VEHICLES revised, changes made on pages
2, 4-6 and 8-10, and a NOTE added to page 1
ITB20-021C
QX80 removed from APPLIED VEHICLES, Bosch
contact information removed, and infotainment updatesoftware name revised on pages 1, 5, and 6
February 25, 2022
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