: CUE System Freezes My I-Pod

03-01-13, 11:06 AM
My IPod freezes after about 10-15 minutes of being connected. This happens every time I connect. I then have to manually reset the IPOD. When I reconnect, the same thing happens. Why is the CUE system overpowering my IPOD?

Cadillac Cust Svc
03-01-13, 02:50 PM
Welcome to the forum! Which iPod are you trying to connect with your CUE system? There is a list of supported Apple products on page 32 of the infotainment manual that should have come with your vehicle.

Sarah (Assisting Katie), Cadillac Customer Service

03-05-13, 01:40 PM
Have you had the CUE update installed yet? Knowing that and the model iPod you're using (and if the iPod software has been updated fully through iTunes) would be helpful.

06-09-14, 07:52 PM
I am having the same problem with my 2014 SRX and my iPod (iPod has the latest update). I don't know if the CUE has an update or if it is installed - how do I find out about that?

Cadillac Cust Svc
06-09-14, 10:59 PM
I am having the same problem with my 2014 SRX and my iPod (iPod has the latest update). I don't know if the CUE has an update or if it is installed - how do I find out about that?

Hi PaulOnBiz,

I am sorry that you are having difficulties using your iPod with the CUE system. I recommend contacting our Infotainment team at 855-428-3669 and speaking with one of our specialists. They are open from 8am to 10pm EST, seven days a week. If they are not able to help resolve this issue, please PM me back and we can look into other possible options.

Have a great night,

Austin J.
Cadillac Customer Care

11-07-15, 04:27 PM
Good afternoon All,

I am the owner of a 2014 XTS Platinum (as well as an Escalade). For the past 2 years, I have been dealing with this issue. The CUE system is very buggy and clearly does not work well with the Classic iPod (mine is the 160MB version). Since day one, it has trouble indexing the music files, it freezes/hangs/stops playing at various intervals of time and is so slow and non-responsive. I have called the customer support line numerous times over the past two years. They are not very knowledgeable and provided absolutely no help. I have been to the dealership several times (by the way they are great people) but they have never been able to determine the cause and so here I am commiserating with all of you. Here is the latest "non response" from CUE customer support (look familiar?):

From: Infotainment@gm.com
Date: November 7, 2015 at 2:35:41 PM EST
To: rjones6028@aol.com
Subject: Your Service Request # 8-1655091439, Jennifer-Cadillac Infotainment Customer Support

Dear Mr Jones,

Thank you for contacting the Cadillac Infotainment Customer Support group. We appreciate you taking time out of your day to reach out to us today.

Your Service Request Number: 8-1655091439
My Contact Number: (866) 250-5600 Ext 5913545

You may contact me at any time. If I'm not available, please leave me a voicemail and I will return your call as soon as I can.
If you cannot reach me and wish to speak to an Infotainment Agent immediately, our department is always available to you Monday through Saturday from 8am-
10pm EST by dialing 855-250-5600.

Thank you again for contacting us and have a great day.

Infotainment Specialist

I have been a Cadillac enthusiast and long time owner but after spending nearly $200K between the XTS and an Escalade, I am at my wits end and am disgusted beyond belief. If Cadillac wants to be treated like a quality luxury "Standard of the World" brand it should damn well act like it. Johan deNysschen (Cadillac President) and Mary Barra (GM CEO) should pay careful attention or they are going to loose more market share.

Recently Mr. deNyschen commented on Cadillac's plans to appeal to Millennials by meeting their mobile connectivity needs. He said the following:

“It’s a misperception to think Millennials are tech-savvy, de Nysschen says. "What they are is tech-dependent. They have lived with technology all their lives, and now they can’t live without it.”

Really? If you can't get an iPod Classic to operate properly then I severely doubt those ambitions. We are sick of being "Beta Testers"! The Cadillac leadership should be ashamed. Mercedes Benz, Audi, Jaguar or Range Rover would have had their engineers all over this type of issue. When I look to replace my vehicles later this year, I am going to be looking elsewhere. I don't want to be unfair, perhaps someone out there has had a better experience than me (with this CUE/iPod issue), if so, please let me (us) know . . .

My best,

Rich (Very Frustrated 2014 XTS and Escalade Owner)

11-07-15, 05:00 PM
What if your problem is caused by the iPod? Have you tried to duplicate this fault with another model iPod? Do you have the latest CUE and iPod firmware updates? Are you using an interface cable? There are a few variables to eliminate before you zero in on CUE. Maybe you already have and just didn't post that info.

When troubleshooting, I always keep an open mind; duplicating the problem on another CUE system would cut your troubleshooting circuit in half. The symptoms generate questions, the answers from the questions provide data. The fix comes from understanding the data (and asking the right questions.)

Did anyone try to replicate the problem on another XTS with the same firmware rev at your dealership?

My 2013 CUE works fine with my iPod classic as well as my newer, iPad mini.


11-07-15, 06:40 PM
Someone here was told that the Ipod Classic is not supported. Given how much you spent on your cars, why not purchase a newer Ipod and see if that one works properly. I have an Ipod and it works fine in my XTS and SRX. I don't remember the name of it, but it's the little square one with the screen. It's about an inch and a half square.

11-08-15, 10:10 AM
Check the CUE forum. I was the one who posted about the Classic issues. Cadillac Infotainment Support verified that the iPod classic is not compatible with the CUE regardless of firmware version. They verified the freezing condition and offered no fix as it is due to the way the iPod classic is hard drive based and the way it access the hard drive. I ditched my Classic and am using a 1TB external hard drive with no issues at all. Never had it freeze or hang or anything of the sort.