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**Cadillac User Experience (CUE)** Discussion, CUE Shutdown/Reboot in Item Specific Cadillac Discussion; Originally Posted by ChristinaMarie Hello: I have owned my Cadillac ATS for three days and tonight on the highway CUE ...
  1. #16
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    Re: CUE Shutdown/Reboot

    Quote Originally Posted by ChristinaMarie View Post
    Hello:

    I have owned my Cadillac ATS for three days and tonight on the highway CUE went completely dark and shut down. I called the dealer while still mobile and the service department said they've never heard of this. I pulled over, shut down the car, restarted it, but CUE was still dark, as were all the system controls (eg, air conditioning) on the same stack. No reboot. It's a little frightening to have the center stack suddenly shut off while driving. I would love an explanation from Cadillac, along with an effective fix and maybe a tranquilizer.
    Hello ChristinaMarie,

    I am sorry your CUE completely shut down on you while driving. Congrats on your new Cadillac! Besides your symptoms with the CUE, I hope you are enjoying it so far. Has the dealer performed the CUE update for your vehicle yet?

    Regards,

    Laura M.
    Cadillac Customer Service

  2. #17
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    Re: CUE Shutdown/Reboot

    Quote Originally Posted by Cadillac Cust Svc View Post
    Congrats on your new Cadillac! Besides your symptoms with the CUE, I hope you are enjoying it so far.
    I know what you mean Laura, but for some reason that reminded me of "other than that, how did you like the play, Mrs. Lincoln".

    Going dark is not good but, Christina, was CUE actually doing anything at the time (e.g. playing music, navigating, handling a call, etc.)? The reason I ask is that CUE has a dark (blank screen) option. Obviously you did not select that option so something is wrong but if it went into that mode rather than completely died, you may be able to get back to working by just hitting the home button. Not likely but worth a shot if it happens again before a real fix has happened.
    donavo and donavo like this.

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    Re: CUE Shutdown/Reboot

    Quote Originally Posted by Hoosier Daddy View Post
    I know what you mean Laura, but for some reason that reminded me of "other than that, how did you like the play, Mrs. Lincoln".

    Going dark is not good but, Christina, was CUE actually doing anything at the time (e.g. playing music, navigating, handling a call, etc.)? The reason I ask is that CUE has a dark (blank screen) option. Obviously you did not select that option so something is wrong but if it went into that mode rather than completely died, you may be able to get back to working by just hitting the home button. Not likely but worth a shot if it happens again before a real fix has happened.
    Hi Hoosier Daddy and ChristinaMarie,

    I apologize for if what I stated, sounded like that. I understand the CUE system going blank like that is frustrating and not a good sign. I wanted to congratulate on the new vehicle purchase and see if the CUE update was performed yet or not. If anyone would like to discuss their concerns or questions, please reach out to me via private message so I can further assist!

    Regards,

    Laura M.
    Cadillac Customer Service

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    Re: CUE Shutdown/Reboot

    Quote Originally Posted by Cadillac Cust Svc View Post
    Hi Hoosier Daddy,
    I apologize for if what I stated, sounded like that.
    No. It didn't sound like that. It just reminded me of that old joke because of the sentence structure and theme. No apologies necessary. In fact, thanks for the chuckle. I think you and your team do a great job!

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    inspectorudy is offline Cadillac Owners Enthusiast
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    Re: CUE Shutdown/Reboot

    My wife's '13 SRX did the same thing for about ten minutes although the car kept running. There was no center function at all, radio, A/C, etc. Then everything came back all at once. Its never happened again.

  6. #21
    CDN XTS is offline Cadillac Owners Fanatic
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    Re: CUE Shutdown/Reboot

    Quote Originally Posted by ChristinaMarie View Post
    Hello:

    I have owned my Cadillac ATS for three days and tonight on the highway CUE went completely dark and shut down. I called the dealer while still mobile and the service department said they've never heard of this. I pulled over, shut down the car, restarted it, but CUE was still dark, as were all the system controls (eg, air conditioning) on the same stack. No reboot. It's a little frightening to have the center stack suddenly shut off while driving. I would love an explanation from Cadillac, along with an effective fix and maybe a tranquilizer.
    Christina, While I did not have your problem, I once lost voice control, and shutting off the car and restarting it did not fix it either, but shutting off the car and actually LEAVING the car (i.e. moved the keyfob outside the car) and then getting back in and restarting it did the trick. That's not to say that "going dark" or "loosing Voice control" for no specific reason is any good.

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    Re: CUE Shutdown/Reboot

    As from my original post (the subject for this thread), this issue still occurs for me. I have targeted the relationship between the iPhone 5, bluetooth and this issue. My dealer actually tipped me off to this as a potential cause. I tested with my iPhone 4s paired and i could not replicate the issue (at least not yet). Still waiting for a response from GM. I still find it amazing that there is no debug information or log file created when the system reboots (because of an obvious fault). The dealer said that unless they are jacked into the matrix and monitoring when this happens, they cannot reproduce it (duh!). i think the ability to put the system into "debug mode" would make sense. Comments, Cadillac??? Anyone, Bueller?

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    Re: CUE Shutdown/Reboot

    Reviving this thread after 2.5 months of inactivity.

    This happened on my 2013 SRX three times during the past month the last being today. On previous two occasions it happened while driving but today it was when I started the car.

    Has anyone here had this issue fixed?

    Thanks!

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    Re: CUE Shutdown/Reboot

    No, it has not been "fixed" for me however I was just on an extended trip and i used CUE extensively in the configuration that i have noted above and did not have any occurrences. I did have the dealer open a case with Cadillac technical support so the issue can be logged. Since it just mysteriously "stopped" i am NOT confident that it will not reoccur. I will keep you posted via this thread.

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    vi2k13 is offline Cadillac Owners Member
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    Re: CUE Shutdown/Reboot

    Quote Originally Posted by pkadanec View Post
    No, it has not been "fixed" for me however I was just on an extended trip and i used CUE extensively in the configuration that i have noted above and did not have any occurrences. I did have the dealer open a case with Cadillac technical support so the issue can be logged. Since it just mysteriously "stopped" i am NOT confident that it will not reoccur. I will keep you posted via this thread.
    Thanks, pkadanec!

    I called my dealer and GM Canada but not much help.

    Canadians cannot contact CUE Hotline directly so we have to go thru Cadillac Customer Care.

  11. #26
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    Re: CUE Shutdown/Reboot

    Folks, we are at the 2013 halfway point of our CUE cars and we are about to be put into the dustbin of GM history. There will be no further "Big" changes in the system we have now. They will offer us some techno solutions to individual problems but the big fix is not going to happen. I have been a US auto owner too long to believe that they are going to waste money on present owners. All of their effort will go into the newer models and any big changes will come at that point. GM is selling a lot of cars right now so there is no impetus to right this wrong that they sold us. This is not sour grapes but only a reflection of the history of Detroit and its relationship with the American car buying public. This is not to denigrate the great dealers that we all know but only a big business policy by GM that when you get right down to it makes sense. We fell for their sales pitch and in the US car buyers market that is all you get. I know I felt like I was part of something new and great and was looking forward to the updates that we all knew were coming. They're not coming. We will get maintainence that we are owed and they will show you the newer model and how they "Fixed" the bugs we have but we are wiser now and will not be fooled again so easily. I only wish that my favorite car company understood that in this world of fake and ephemeral visions that we could believe in anything that they told us.

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    Re: CUE Shutdown/Reboot

    Had my 2013 SRX for two months, and one extended trip (3k miles on the trip, 4.5k miles total so far). It came with the updated version of CUE already installed. Have had four reboots, all while navigating. It's annoying when navigating, because the minute or so it takes to come back can mean a missed turn or interchange.

    I gather the CUE team is not currently acknowledging this as a known issue, so I guess I'll flag it to my dealer when I schedule my first oil change and see what they do about it.

    It does seem to me to be much more likely to be software than hardware, but if they want to replace the stack, that's up to them.

  13. #28
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    Re: CUE Shutdown/Reboot

    Quote Originally Posted by georule View Post
    Had my 2013 SRX for two months, and one extended trip (3k miles on the trip, 4.5k miles total so far). It came with the updated version of CUE already installed. Have had four reboots, all while navigating. It's annoying when navigating, because the minute or so it takes to come back can mean a missed turn or interchange.

    I gather the CUE team is not currently acknowledging this as a known issue, so I guess I'll flag it to my dealer when I schedule my first oil change and see what they do about it.

    It does seem to me to be much more likely to be software than hardware, but if they want to replace the stack, that's up to them.
    Hello georule,

    I am sorry for any trouble you experience when your CUE system reboots. I understand your frustration when you need the navigation to work. If you would like our assistance while working with the dealer, please let us know. Contact us via private message. We are more than happy to help.

    Sincerely,

    Laura M.
    Cadillac Customer Care

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    Re: CUE Shutdown/Reboot

    Laura, what would be helpful is if someone from the CUE support team could respond on this forum with any information on the status. The dealer's do not have the expertise in this area.

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    Re: CUE Shutdown/Reboot

    I think that is a great idea to have ALL responses from GM placed on this forum. I still don't get PM's to members who have problems with CUE on this forum. Some may have the same problem but due to life's time shortages simply don't make an issue of it. If we see an issue with someone else that is like one we might have then we will obtain the knowledge without having to make a separate case and inquiry about it. Also, it would be nice if someone like Codeman could regularly comment here on things that they are working on and fixes or improvements in the works.

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