17206 - 02 - Radio Module Software Update (17206-02)

17206 - 02 - RADIO MODULE SOFTWARE UPDATE

SERVICE CAMPAIGN BULLETIN

SERVICE INFORMATION

Reference Number:  N172098380	Release Date:  November 2017
Revision:  02
Revision Description:  The Update Procedure has been revised. Please discard all previous copies of bulletin 17206-01.

Attention:

Reprogramming the vehicles involved in this field action will be initially attempted by OnStar through in-vehicle prompts from the radio display. If the remote vehicle update is unsuccessful or the customer declines this service, dealers will be required to reprogram the vehicle with the new software package. This program is in effect until October 31, 2019. All involved vehicles are identified by Vehicle Identification Number (VIN) on the Investigate Vehicle History (IVH) screen in GM Global Warranty Management (GWM) system. During the service write-up process, dealership personnel should check IVH to determine if installation of the new software package has already been completed. If the remote vehicle update has been downloaded or installed, DO NOT install the update via USB.  Otherwise, proceed to Update Procedure Using TIS2WEB (USB Download).

Make	Model	Model Year		RPO	Description
		From	To
Cadillac	CTS	2017	2017	IOS or IOT	Cadillac User Experience
Cadillac	CTS - V	2017	2017	IOS or IOT	Cadillac User Experience

Involved vehicles are marked "open" on the Investigate Vehicle History screen in GM Global Warranty Management system. This site should always be checked to confirm vehicle involvement prior to beginning any required inspections and/or repairs.

Condition

Certain 2017 model year Cadillac CTS and CTS-V vehicles need to be reprogrammed with an updated software package. This new software package will provide changes to the radio to help the climate control system and certain audio features, including Wi-Fi password recognition, continue to function properly. Also, if equipped with the Forward Collision Alert (FCA) system, this update will provide enhanced menu options.

Update

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, dealers will be required to reprogram the vehicle with the new software package.

PARTS INFORMATION

No parts are required.

CLAIM INFORMATION

Labor Code	Description	Labor Time	Trans. Type	Net Item
9103452*	Module Programming Not Required	0.2	ZFAT	N/A
9103453*	Perform Remote Vehicle Update (Without USB)	0.3	ZFAT	N/A
9103454**	Reprogram Radio with USB (Includes Removing Remote Vehicle Update Files Prior to USB Update)	0.7	ZFAT	N/A

* 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.

UPDATE PROCEDURE

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

• Determining Where to Start - Checking for Update Status
• Update Procedure Using Remote Vehicle Update
• Update Procedure Using TIS2WEB (USB Download)
• Troubleshooting

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:

• From the radio home screen, select "Settings" then "Vehicle Software". Under "About", locate the Build Number. If the build number is anything other than 19.2, proceed with software update.

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• 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 CAN NOT 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 

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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.

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   • If the remote vehicle update has not been downloaded, select "Start Download" as shown above.

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     Courtesy 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.
   • If there are no updates available, verify the software version. If the build number is anything other than 19.2, update through USB.

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     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 my 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)  

• 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.

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.

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   Courtesy of GENERAL MOTORS COMPANY

   1. If a Remote Vehicle update exists on the vehicle, click "Details", to reveal the Decline Update option.
   2. To delete the Remove 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".

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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.
7. Once the Remote Vehicle Update has been declined, select the USB file (2) to continue programming the SPS update.

Troubleshooting 

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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:

• Turn the vehicle off, and remove the USB device from the vehicle.
• Contact the Techline Customer Support Center (TCSC) at 1-800-828-6860 (1-800-503-3222 French) for assistance.

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.

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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":

• The Remote Vehicle Update download must be paused. During download the update cannot be deleted. Continue with the Update Procedure through SPS.

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• After programming via Update Procedure through SPS navigate to Vehicle Settings - Updates. A screen will be displayed that an update is available to continue downloading. The paused update screen will have a blank update title and a 0 MB file size.
• Contact the Techline Customer Support Center (TCSC) at 1-800-828-6860 (1-800-503-3222 French) for assistance.

DEALER RESPONSIBILITY

All new, used, GM Certified Used, courtesy transportation vehicles, dealer shuttle vehicles, etc. in dealers' possession and subject to this program must  be held and inspected/repaired per the update procedure of this bulletin before  customers take possession of these vehicles. Involved vehicles must be held and not delivered to customers, dealer-traded, released to auction, used for demonstration, or any other purpose until the update has been completed.

All GM Certified Used vehicles currently in the dealers' inventory within the Certified Pre-Owned Inventory System (CPOIS) will be de-certified and must be held and remedied per the update procedure in this bulletin. Upon submitting an accepted/paid warranty transaction in the Global Warranty Management (GWM) system, the vehicle can be re-certified for sale within the CPOIS system, or once again be used in the CTP program.

Dealers are to service all vehicles subject to this program at no charge to customers, regardless of mileage, age of vehicle, or ownership, through October 31, 2019. Customers who have recently purchased vehicles sold from your vehicle inventory, and for which there is no customer information indicated on the involved vehicle listing, are to be contacted by the dealer. Arrangements are to be made to make the required correction according to the instructions contained in this bulletin. A copy of the customer letter is provided in this bulletin for your use in contacting customers. Program follow-up cards should not be used for this purpose, since the customer may not as yet have received the notification letter.

In summary, whenever a vehicle subject to this program enters your vehicle inventory, or is in your facility for service through October 31, 2019, you must take the steps necessary to be sure the program correction has been made before selling or releasing the vehicle.

DEALER REPORTS

For dealers with involved vehicles, a listing with involved vehicles has been prepared and will be provided to U.S. and Canadian dealers through the GM GlobalConnect Recall Reports, or sent directly to export dealers. The listing may contain customer names and addresses obtained from Motor Vehicle Registration Records. The use of such motor vehicle registration data for any purpose other than follow-up necessary to complete this program is a violation of law in several states/provinces/countries. Accordingly, you are urged to limit the use of this report to the follow-up necessary to complete this program.

COURTESY TRANSPORTATION - FOR USA & CANADA

Courtesy transportation is available for customers whose vehicles are involved in a product program and still within the warranty coverage period. See General Motors Service Policies and Procedures Manual, Sections 1.4 and 6.1.10, for courtesy transportation program details.

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

OWNER LETTER

October 2017

This notice applies to your vehicle, VIN:  _____________________________________

Dear General Motors Customer:

As the owner of a 2017 model year Cadillac CTS or CTS-V vehicle, your satisfaction is very important to us. This letter is to inform you of a software update that will soon be available for your vehicle. This software update will provide software changes to your radio to help the climate control system and certain audio features, including Wi-Fi password recognition, continue to function properly. Also, if your vehicle is equipped with the Forward Collision Alert (FCA) system, this update will provide enhanced menu options. The software update will be provided to you at no charge. 

We are rolling out this software update package to owners in phases beginning October 24, 2017. 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 after you accept the download 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.

The software installation will take up to 15 minutes to complete and will begin after you accept the installation and follow the onscreen 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:

CTS Sedan: my.cadillac.com/learn/2017/CTS%20Sedan 

CTS-V Sedan: my.cadillac.com/learn/2017/CTS-V%20Sedan 

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 during installation. 

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 an OnStar advisor by pressing your OnStar Blue Button or by calling 877-558-8352 or you can contact your dealer for assistance with the software update.

You can also decline the update by selecting the "Learn More" button, and then "Details" and then the "Decline Update" option. If you decline the update, you can still receive it at a later date by contacting your dealer. This programming opportunity will be in effect until October 31, 2019.

We want you to know that we will do our best, throughout your ownership experience, to ensure that your 2017 model year Cadillac CTS or CTS-V 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.

Terry M. Inch

Executive Director

Global Connected Customer Experience

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