I have had the most curious event happen to me now, 3 times post the CUE update. All three occur after about 30 min of continuous driving on the interstate. There is nothing rough about the road (compared to other roads that I drive on) and the only constant is that i have Pandora on and cabled to an iPhone 5. CUE will just "reboot". The entire screen goes dark, including the portion of the DIC that is CUE related (I have the cluster configured for the performance view). The phone will disconnect, bluetooth will disconnect and the system will reboot. This lasts for about 30 seconds or so. Then everything will come back up just as it was, no loss of Nav (during one of the reboots i was using navigation), same place in the song i was at, bluetooth reconnects, etc.
If you look at the original post in this thread that I started you will see that is my suspicion as well. Whenecer my system reboots the common factor is that the Pandora app is active. It is distressing that the QUE team had no previous reports of this since I brought this to the dealers attention on several visits. They assured my that they had opened an incident with GM.
Service called back this morning --Cadillac has instructed them to pull the plug on the original unit and install a new one, which will take another day to get. So I get another two days with the XTS (which is no hardship). This should make for an interesting test, to see if I have any more random reboots with the new unit.
I appreciate you taking the time to update the thread. I apologize for the inconvenience you've been dealing with while having the dealer resolve your CUE system. Gregory and I will continue to look for additional updates. Don't hesitate to contact us if you would like to further discuss anything.
Amanda from the Infotainment Team just called. She spoke with the dealer service people as well. She's of the opinion that probably my hardware was faulty, and it's just as well that the unit failed while the dealer was stressing it with an update, as that resulted in its early replacement. Better now than months of chasing intermittent problems that can't be replicated on demand by the service folks.
She also said that the team would get my original unit back from the dealer and look it over for why it failed.
So, hopefully this will be the end of it. . . . (we'll see!). We're planning another long driving trip (2,000+ miles) at the end of December, which will serve as a good test of whether the new unit exhibits the same behavior.
That’s great to hear that Amanda has been very active in your case. I am also glad that our team will be doing some additional research on your original unit. Thank you for keeping us all updated and please let us know how your trip in the end of December goes! We will be on the lookout for your future updates!
It could be caused by both, of course. A random reboot is a sign of a catastrophic failure somewhere in the system --but the "where" isn't necessarily the same in all cases. I had five in less than three months.
In my mind, entirely speculative but based on 30 years of working with computers, I keep coming back to heat buildup caused by intense multi-tasking over time. Like running the navigation and .mp3/.mp4/whatever decoding simultaneously for an extended period of time. There is variation in individual cpus and individual memory modules as to tolerance to heat --computer overclockers can go on about the subject at length. This would explain why it happens to some units and not others, and could lead eventually to total system failure (which my unit has now failed). It might also indicate a need to beef-up heatsinks or fans or radiators or whatever inside the unit.
For instance, I used Nero to rip my CDs and let it do what it wanted --and it made .mp4 instead of .mp3. .mp4 is more cpu intensive to decode than .mp3. Did that play a role in my particular case? If it was heat-related, then maybe.
But that's a seat of the pants analysis, and could be completely wrong, or only apply to a minority of cases. A memory leak/overflow (i.e. software) would also have cumulative build-up during an extended multi-tasking session resulting in catastrophic failure (random reboot), and would also fit the available facts (tho generally wouldn't result in eventual total system failure as happened to me).
Got my SRX back today (after a week and a new CUE unit).
Tech notes say "Found DTC's u0029 and u0184 set in multiple modules"
These are error codes that indicate in the first case "Vehicle Communication Bus A Performance" and in the second case "Lost Communication With Radio". I don't know that those are terribly helpful in providing them hints on where to look for the ultimate cause, but at least they would show it isn't all in the customer's head. . .
So today was my first extended drive using navigation (while simultaneously playing music from a USB stick) with the new CUE unit that my local dealer installed last week.
We were going to a restaurant about 40 mins away. We were within a few miles of it, when I turned a little too quick at a junction of several roads, and the nav should have recalculated the route. First it almost-not-quite-froze. Slowed way down (like I drove 1/4 mile on the new street and the nav updated from turn in 150 ft to turn in 120 ft). . . and then bang. . . screen went black, unit rebooted, blew away the USB music index entirely (it started playing one song from the lowest alphabetic named artist over and over again). It did resume the navigation automatically at least without having to re-enter the destination address once it completed rebooting.
So, it wasn't the original unit having a one-off problem as far as my experience indicates.
I'll send an email to Amanda at the Infotainment Team with this newest experience (#6 reboot in three months, #1 on this CUE unit). All happened while navigation and music decoding was happening simultaneously. . . and I *think* all happened when the nav was actually trying to "do something" like give verbal directions and/or recalculate the route.
Heard back from Amanda at the Infotainment Team. They wanted to know if I was open to trying a different device that was 16GB or smaller (currently using a 32GB USB) and see if any difference was made. I ordered a 16GB SDHC Class 10 from Transcend to give that a try, since my music collection is about 9GB. They were more concerned about the size of the storage than interface type (USB vs SD). Switching USB to SD opens up another recharging option for me, so I thought I'd go that route.
My impression is this is speculative and hunting around for data points on the team's part, rather than a definitive "do this and it'll work" kind of thing. But they likely have some reason to think it might make a difference.
A good 16GB SDHC card only cost me $12.99 on Amazon, and is still big enough for my music collection (I understand that would not be true for everyone reading this), so I'm willing to play guinea pig on this one and see what happens.
I mentioned this on another thread, but using certain USB sticks in my 2011 CTS would at random cause the nav screen to freeze, all directions to stop, music to stop, and radio controls to stop working. Unless you turned off the car, there was no way to reboot the system. I had to wait it out until the head unit restarted and then it worked again. Problems went away after changing USB sticks. The USB stick in question was only 4GB. I tried two of the same model, both fresh formats in FAT32 and NTFS and I still had the issue until I changed it.
I have my SRX back after a week at the dealership. The new CUE didn't arrive when they'd expected it, so it was just yesterday that they called and said it was ready. So, the loaner Chevy went back and I got my car. I've not driven it a lot since yesterday, but so far, so good.
I hope Cadillac has found whatever the problem is and resolved the issue of my CUE just going black at random.
I apologize that the CUE system didn’t arrive when they expected it would. I am glad to hear that they replaced your CUE system to address this concern. Have you experienced the concern further since you have had your vehicle back?
Gregory...I haven't driven it much...just around town and not at night, so I don't know if the top of the CUE changes to night mode and dims as I understand it's supposed to.
Is it true, as I was told by a fellow 2014 SRX owner here in this little town, that GM/ Cadillac is doing a total redo/update/fix of the CUE software nationwide before Christmas? Has anyone else here heard this info?
Please let me know if you do experience the concern again and keep us updated when you do drive it around at night. I have reached out to an internal resource of mine regarding a CUE update, but I haven’t gotten a response back as of yet. We are usually not made aware of updates or changes until the day they are rolled out.
Had four reboots yesterday in 600 miles of driving, the first one just fifteen minutes after I left home. Navigation was running 100% of the time.
After the third one, I switched from playing digital music off my SD card to playing Sirius XM radio in a bid to not have any more. Still had a fourth one while navigating and listening to Sirius XM.
So now I'm thinking the music may not be a factor at all, and whatever the problem is entirely based in the navigation system.
I apologize that you have had four more reboots happen since you posted last. Have you contacted Amanda on our Infotainment team about your recent concerns?
Have driven 750 + miles in the last couple of days, with the XM and navigation on full time, and not a single "black out" since the CUE system was totally replaced with a new unit by the dealer. Before the replacement, the CUE would go black 3-4 times in a 70 mile trip and need to be turned back on.
I am happy to hear that the replacement of your CUE system has helped and that you have not experienced the concern again. Thanks for keeping us updated and please continue to do so if the concern happens again.
Amanda and I have been back and forth today by email, and she set up a service appointment for me at the local dealer this next Monday. Maybe being more focused on just the navigation system this time will produce different results than the last time. We'll see.
That is great to hear that you have been in contact with Amanda. Please keep us updated as to how the appointment goes on Monday and if you even have any trouble getting in contact with Amanda, please feel free to private message Laura or myself with your VIN and case number so we can locate your file within our system and notify her. We will definitely be on the lookout for your future posts.
The navigation does not come with the base model and cannot be added, and is only "optional" on Luxury (which is what I have). Standard on Performance and Premium. So likely a minority of SRX have it. Plus it would have to be integrated (when present) with the rest of CUE. Which certainly presents more opportunities for there to be issues facing only a minority of SRX owners with less visibility to Cadillac those issues exist and greater challenges in identifying and fixing them, working with the other vendor that supplies the nav system.
georule, can you explain your last comment? I read it and then re-read it but cannot make any sense of it. Every person that I know that has an SRX has NAV and my dealer doesn't have one without it. I would think that Cadillac would know about the CUE problems no matter the model of the car. Like I said in another comment I am driving a 2014 ATS loaner with CUE and it is twice as fast as the CUE in my '13 SRX. Maybe there is something to look forward to after all.
I don't know the relative distribution of models sold, it is true. But the base model does not come with Navigation, and it isn't even an option. It can be purchased optionally on the Luxury model, but is not inherently included in the sense that every Luxury model must have Navigation. It is standard on Performance and Premium. All 2013-2014 SRX have CUE. . .but not all 2013-2014 SRX have Navigation integrated into CUE.
Usually you'd expect the bottom two models to outsell the top two models because of price --but maybe Luxury is typically built with Nav as an optional upgrade even tho it *is* optional. I really don't know.
Nav, when present, is integrated with and controlled thru CUE, but there clearly is an integration process as some SRX have Navigation, and some don't, while every 2013-2014 SRX has CUE.
So after three days in the shop, got the SRX back today. Tech notes indicate they were looking at the power system, and it was undervolting. Reference to DTC B1325 which the intertubes indicates is a system undervolt. Looks like they "severely discharged" the battery then charged it again and were happy with the results.
Also a reference to bulletin #PI1126A as having been found and possibly related and Cadillac advised them to perform whatever it said, so they did. Was not able to find anything on that with Google. Anyone here know what it is/addresses?
Also looks like they reinstalled the software again, but that might just be on general principles.
Anyway, fingers crossed. My big driving trips are probably done for several months now, tho I'll probably go out of my way to run the navigation even when I normally wouldn't just to see how it does.
CUE software version is 23427521 (which seems to be the same as someone reported on their new 2014 ATS). . .. tho I didn't notice any difference with icons from what was there previously on my 2013 SRX.
Also a reference to bulletin #PI1126A as having been found and possibly related and Cadillac advised them to perform whatever it said, so they did. Was not able to find anything on that with Google. Anyone here know what it is/addresses?
Heard back from Amanda at Infotainment today. According to her, the bulletin contents are considered confidential proprietary information, which sounds strange to me given how many dealers must have access to them. Dunno if that's in general, or that one in particular.
I'm noticing I'm getting fewer "media initializing" messages when I try to do voice, and it seems like only with a paired phone, not my SD card. If I don't have the phone with, I don't get that message at all even just a few seconds after starting up the car. Straight to "State your command".
Ah well. Trip to a restaurant about 30 miles away using Nav on Saturday. Rebooted twice in that distance on the way down, and after the second one the voice recognition no longer worked (no response from pushing the VR button on the steering wheel), and the navigation no longer provided voice guidance --just a chime when it wanted to alert that a turn was coming up. After returning to the vehicle after our meal, all was back to normal.
Notified Amanda, we'll see what they feel the "next move" should be.
Thank you very much for your updates regarding your concern. I definitely apologize that this has been a reoccurring concern. I do hope that Amanda is able to assist in reaching a resolution for this. If you have any trouble getting in contact with her, please feel free to reach out to me via private message. I look forward to your future updates.
I don't know what your state has but here in GA we have a "Lemon Law" that is the last straw for lemons like yours. Do you have a relative who is an attorney?
Amanda said there's a new bulletin out that might apply here, so back it went to my local dealer this morning. We'll see.
The only two times we've been to that restaurant (about 30 miles away), the navigation has rebooted multiple times in the last 5 miles of the trip. The first time was before we asked the local Cadillac dealer to look at the problem the first time. The second time was after the second (obviously still unsuccessful) effort to fix it by my local dealer. When I get my SRX back, we're going back to that restaurant (happily, they have the best chicken and wild rice soup in the state!) as the test of whether it is fixed, and with a FlipHD recording the entire trip so if it happens again I'll have video & audio of it.
Dealer still stumped. They're keeping my SRX for the weekend and their tech is going to drive it around with the navigation running all weekend. I don't mind a few more miles on it if it actually results in them seeing it for themselves with their diagnostic computer attached.
Meanwhile, I'm going to run my own experiment. I'm taking their 2014 XTS loaner, also with CUE and Navigation, on the same route where my nav has rebooted twice before. I'll have my same phone paired to CUE, and the same store of digital music (on a different SD card since the original is still in my car, but the same group of 3,000 or so songs) along for the ride. And the wife with her FlipHD to record any problem.
What would it tell us if the XTS CUE fails too? If that happens, it would likely prove it is a software problem in some fashion due to interaction between CUE/Nav/music/phone rather than something specific to my SRX.
Nah, it's happened in something like 8 different states now. . . .but the route to that restaurant is the closest thing I have so far to an easily replicatable local route where it has happened more than once (2 for 2, so far). Don't use the navigation as much locally, for obvious reasons. . . but this was a "new" restaurant for us.
The '14 XTS CUE/Nav passed the test today with flying colors. Guess it really is just my SRX. I hope the tech who has my car this weekend was able to reproduce the issue, or they're going to start thinking I'm crazy.
But boy, what a difference with the FWD XTS with stock tires vs my AWD SRX with real winter tires. Couldn't get up my driveway (which is only a little uphill, not steeply) on 4" of snow until I parked the car and snowblowed the driveway.
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