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Radio Module Software Update 20.11 (18-NA-195)

Publication date: 2019-01-28
Reference number: 18-NA-195

RADIO MODULE SOFTWARE UPDATE 20.11

RADIO MODULE SOFTWARE UPDATE 20.11

TECHNICAL SERVICE BULLETIN

Reference Number(s): 18-NA-195, Date of Issue:  Jun 28, 2018

SERVICE INFORMATION

Brand: Model: Model Year: VIN: Engine: Transmission:
from to from to
Cadillac ATS
CTS
XTS		 2018 2018   All All
GMC Terrain 2018 2018   All All
Involved Region or Country  North America and N.A. Export Regions
Additional Options (RPOs)  Equipped with Cadillac User Experience (IOS or IOT), GMC Infotainment System (RPO IOS, IOT or IOU)
Condition  Some 2018 model year Cadillac ATS, ATS-V, CTS, CTS-V, XTS and GMC Terrain vehicles, equipped with Infotainment system (RPO IOS, IOT, or IOU), have an available radio software package update. This new software package will provide changes to the climate control system, certain audio features and the navigation system so they continue to function properly.
Correction  OnStar will update vehicles remotely through in-vehicle prompts from the radio display. However, some customers may decline the vehicle update or the update is attempted, but is not successful. In such cases, and in all export markets plus fleet customers, dealers will need to reprogram the vehicle 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.

The update procedure in this bulletin includes the following four sections:

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 initial status of the software. Select "Settings" and "Updates" on the radio screen to check the status of the software. To determine if the vehicle requires a software update:

GM4880803Courtesy of GENERAL MOTORS COMPANY
CAUTION:

If Vehicle Update screen shows "Info Sys Update," 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 has been downloaded or installed, DO NOT install the update via USB. Complete the remote vehicle update.
  • If the remote vehicle update CANNOT be completed, the radio must be updated through SPS and USB. Refer to Update Procedure Using SPS   in this bulletin.
  • After the remote vehicle update has been completed, verify there are no updates. Select "Settings", scroll down to "Updates" and select "Updates."

UPDATE PROCEDURE USING REMOTE VEHICLE UPDATE

GM4880808Courtesy of GENERAL MOTORS COMPANY
  1. Start the vehicle to determine if the update has been downloaded to the radio. The vehicle must be running for the update screen to be shown.
    • If the radio has downloaded the remote vehicle update and the radio is ready to be updated, the screen above will be shown when the vehicle transitions to Park. Select Install Update and follow on the on-screen prompts.
    • If the remote vehicle update has not been downloaded, select "Start Download" as shown above.
      GM4880809Courtesy of GENERAL MOTORS COMPANY
    • If the vehicle needs to download the remote vehicle update file or the "Install Update" screen does not appear, select "Settings", scroll down to "Updates" and select "Updates" to download the remote vehicle update.
      GM4880811Courtesy of GENERAL MOTORS COMPANY
      GM4880822Courtesy of GENERAL MOTORS COMPANY
    • If there are no updates available, verify the software version. If the build number is less than 20.11 (i.e. 20.9 or 20.10), update through USB.
      GM4880823Courtesy of GENERAL MOTORS COMPANY
      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.

  2. Once the remote vehicle update has completed, verify there are no updates. Select "Settings", scroll down to "Updates" and select "Updates". If no updates are available, no further action required.

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 of 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.
  • Stable battery voltage is critical during programming. Any fluctuation, spiking, over voltage or loss of voltage will interrupt programming. When required install the EL-49642  SPS Programming Support Tool to maintain system voltage. 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.
  • Clear DTCs after programming is complete. Clearing powertrain DTCs will set the Inspection/Maintenance (I/M) system status indicators to NO.
  • Refer to Radio Programming and Setup   for additional information on programming.
IMPORTANT:

During USB programming, be sure to keep the vehicle doors closed.

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 drive with a minimum size of 2 gigabytes, however, 16 gigabytes is preferable.

  1. Before downloading begins, be sure the driver side door is either closed or the driver side door latch is closed.
  2. Go to "Settings", then "Updates" to determine if there is already a Remote Vehicle Update installed, the package must be deleted.
    1. If a Remote Vehicle Update exists on the vehicle, click "Details," to reveal the Decline Update option.
      GM4880805Courtesy of GENERAL MOTORS COMPANY
      GM4880807Courtesy of GENERAL MOTORS COMPANY
    2. To delete the Remote Vehicle Update, click on "Decline Update". On the next screen, click "Decline Update" again.
      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.

  3. Start SPS, select Radio - USB File Transfer and follow on-screen instructions.
  4. Record SPS Warranty Claim Code on job card for warranty transaction submission.
  5. Insert USB into vehicle. On the radio screen, select "Settings, "Updates" and select "Updates."
  6. If a Remote Vehicle Update exists on the vehicle and has not been declined, the screen above will be displayed. Select the "Info Sys Update" option and follow steps 1.1 and 1.2 to decline the update before continuing with the USB update.
    GM4880825Courtesy of GENERAL MOTORS COMPANY
  7. Once the Remote Vehicle Update has been declined, select the USB file (2) to continue programming the SPS update.

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 using a SANDISK USB drive and there are any errors, try using a different brand USB drive.

GM4882429Courtesy of GENERAL MOTORS COMPANY

If a USB was installed during a paused Remote Vehicle Update download, the paused update screen will have a blank update title and a 0 MB file size.

To correct this:

If the Vehicle Updates screen shows a blank update title, follow steps 1 and 2 of the "Update Procedure Using SPS" to decline the package and then proceed with USB programming.

GM4880804Courtesy of GENERAL MOTORS COMPANY
GM4892444Courtesy of GENERAL MOTORS COMPANY

If this screen above is shown when trying to update the radio through USB, use a different USB drive, format to FAT32 and try to download the update through TIS2WEB again. If the screen above is shown again, contact the Techline Customer Support Center (TCSC) at 1-800-828-6860 (1-800-503-3222 French) for assistance. If the Remote Vehicle Update takes longer than 30 minutes to download, or the radio displays "Unable to Update":

PARTS INFORMATION

No parts are required.

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
3480838* Perform Remote Vehicle Update (Without USB) 0.3hr
3480848** Reprogram Radio with USB (Includes Removing Remote Vehicle Update Files Prior to USB Update) 0.7hr
*SPS Warranty Claim Code is NOT required when submitting this transaction.
**To avoid warranty transaction rejections, the SPS Warranty Claim Code must be entered when submitting this transaction.

CUSTOMER NOTIFICATION

USA & Canada - General Motors will notify customers of this program on their vehicle (see copy of customer letter included with this bulletin). When possible, involved USA customers will also be notified via e-mail.

This notice applies to your vehicle, VIN: ________________________________  

Dear General Motors Customer:

As the owner of a 2018 model year Cadillac ATS, ATS-V, CTS, CTS-V, XTS or a GMC Terrain vehicle, your satisfaction is very important to us. This letter is to inform you of a new software update that will soon be available for your vehicle. This software provides security updates to your radio and will enhance the functionality of other vehicle systems and features. This includes, but is not limited to, climate control, in-vehicle navigation, audio and rear back-up camera. Additionally, the software update will prevent instances of pixilation on the display and intermittent system freezing. The software update will be provided to you at no charge  .

We are rolling out this software update package to owners in phases beginning this month. The update will be performed remotely, through in-vehicle prompts from the radio display. When the software update package becomes available for your vehicle, you will be notified through those in-vehicle prompts.

The software download and installation occurs as a two-step process. First, you will be asked to accept the download of the software update package. The vehicle must be parked to accept the download, but you will be able to use your vehicle normally during the download. Once it is complete, you will then be asked to accept the installation of the software update. During installation, your vehicle must be parked. You may notice one or more system resets during the installation process.

The software installation will take up to 15 minutes to complete and will begin after you accept the installation and follow the on-screen instructions while your vehicle is parked. You do not need to remain in your vehicle during the software installation, and please take note that your vehicle will not be operational during the software installation process.

For more information about the remote vehicle update process, please refer to the appropriate "Learn About Page" at:

ATS Coupe: my.cadillac.com/vehicle/2018/ATS%20Coupe

ATS Sedan: my.cadillac.com/vehicle/2018/ATS%20Sedan

ATS-V Coupe: my.cadillac.com/vehicle/2018/ATS-V%20Coupe

ATS-V Sedan: my.cadillac.com/vehicle/2018/ATS-V%20Sedan

CTS Sedan: my.cadillac.com/vehicle/2018/CTS%20Sedan

CTS-V Sedan: my.cadillac.com/vehicle/2018/CTS-V%20Sedan

XTS Sedan: my.cadillac.com/vehicle/2018/XTS

Terrain: my.gmc.com/vehicle/2018/Terrain

IMPORTANT: You do not need to remain in your vehicle during the software installation. The vehicle cannot be driven during the software install process (up to 15 minutes). The vehicle must be parked at a safe and secure location with the ignition in the OFF position.

Upon your next ignition cycle after the installation completes, your vehicle's radio will display a confirmation message that the update was successful. If you receive a message that the installation cannot continue or did not complete successfully, the installation process may retry after your next ignition cycle. If the problem persists, you can contact the Connection Center Team at 877-558-8352 or you can contact your dealer for assistance with the software update.

If necessary, you can decline the update by selecting the "Learn More" button, and then "Details" and then pressing the "Decline Update" option. If you decline the update, you can still receive it at a later date by contacting your dealer. This software update opportunity will be in effect until June 30, 2020.

We want you to know that we will do our best, throughout your ownership experience, to ensure that your General Motors vehicle provides you with many miles of enjoyable driving. If you have any questions, please contact the Connection Center Team at 877-558-8352, 7:00 AM to 10:00 PM, Eastern Standard Time (EST), seven days a week.

Neelie O'Connor

Executive Director

North America Contact Center Operations

SERVICE INFORMATION

Version  2
Modified  Released June 28, 2018
January 18, 2019 - Updated software version build number statements.
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