[PJL]

Since GM pushed (over the air) an update for recall Program #N192217490 (issued: Jun 04, 2019) to my 2018 CTS with CUE-3, on occasion the Nav app does not load properly. It does not launch upon vehicle start when on the home screen split view (the one where audio information and a small nav screen are shown which is called the "porch" view), or the full screen Nav view is blank after selecting it from any screen. Killing the app once or twice usually gets it to load and work properly. At the same time, occasionally the USB media appears to be re-indexing, something it only did when the USB drive was plugged in for the first time prior to this update. If the vehicle is turned off with the full-screen Nav showing, it usually starts up properly when the car is next started.

After extensive GM testing on the vehicle (where the problem was reproduced multiple time allowing the collection of log data for analysis), I'm told that GM Engineering and the supplier analysis has shown that the symptoms are directly related to how my USB media is organized, the amount of data and size of the device, and how this stresses the system at start up following the last software update which occurred in July. So clearly it is a resource issue.

The USB drive is a 128 GB SanDisk drive with approximately 6,500 files, organized by artist in in about 168 folders under the root and then by album subfolders under each artist folder. This is the same drive and file organization that was used prior to the latest software update without incident since the car was purchased in July 2018. So clearly something in the latest software is the root cause.

Has anyone experienced this type of behavior? I'm trying to gather additional information to compel GM to fix this problem that they created with the latest software update.

 

[John Wicz]

When did you get this update "pushed" to your car? Do you have a valid on-star subscription?

 

[PJL]

Around July 2, 2019. All OnStar subscriptions are active, including unlimited data.

 

[shogun95]

I am seeing the same behavior you are describing. Any info on if GM is addressing it?

 

[PJL]

I reorganized my media files per GM directions: I configured a 32 MB Sandisk USB 2.0 device (the other was a 128 GB USB 3 device) and loaded all song files (around 4,200) into the root directly (with no folders) as recommended. The Nav app failed to launch and the drive re-indexed multiple times. The only time the Nav app launched properly was when the screen was left in the Nav full screen mode (not the split screen "porch" view). For further testing, I then removed half of the song files (around 2,100) and got the exact same behavior.

shogun95, I just completed the testing I described above yesterday and GM has acknowledged and is "looking into it." If you would like to provide further details about you car, I will pass them along.

Edit add: Opened a private conversation with you with more information. But I have no idea how to get back to it! Help! {I figured it out. Click your account icon on the upper right of the banner and select conversations.}

 

[Crasherhic66]

And if I could put a decent suspension and motor on my smart phone I'd be a happy camper.

 

[shogun95]

No real details to share. A 2019 CTS that was having issues with bluetooth and usb music not playing when the car started. New software fixed that and now the NAV does not always start and the USB ipod music always indexes at startup now. It also does not keep the playlist that was playing when the car last ran.

 

[PJL]

No real details to share. A 2019 CTS that was having issues with bluetooth and usb music not playing when the car started. New software fixed that and now the NAV does not always start and the USB ipod music always indexes at startup now. It also does not keep the playlist that was playing when the car last ran.

Please go to the private conversation I opened with you and respond as you can. The details relate to the identification of the car, software version running, etc.

Suggest you test leaving the full-screen Nav screen active when you shut the car down. If the Nav then launches properly the next time you turn on the car it would validate my testing of that process.

 

[oshguy2]

Same problem with Nav on my 2018 CTS after the recall. I had it at the dealership this week and they blamed it on overcast weather conditions. (!) I hope GM comes up with a real fix soon.

 

[PJL]

Your dealer is clearly clueless, as are many (of all brands by the way) when it comes to the technology in our vehicles. oshguy2, I'm opening a private thread. Please go there and answer the questions as best you can. The more precise data I can provide to GM the better. The engineers and vendor have acknowledged the issue, but they're blowing it off. Anyone else with this issue, please speak up.

Please try the one technique I've found that avoids the issue, and post your experience. This is the technique.

Before you turn the car off, ensure that the CUE screen is in the full screen navigation app. When you start it up, everything should load properly, although you will likely see re-indexing of the USB media.

This is the software version in question. Although yours was installed by the dealer in response to the recall, mine came via an over-the-air update. Apparently late 2018 builds and on can be update over-the-air.

We also have a 2019 Volt that has the Infotainment-3 system, essentially the same as CUE-3. We've had intermittent problems with Bluetooth phone connectivity (the car does not connect properly where the car microphone is not working when the phone microphone does, or the phone audio is not heard via the car audio), and recently it had an issue where the Nav did not launch and Internet streaming did not work. Since then, we've left the vehicle in the full screen Nav view when the car is turned off, and have experienced zero issues. The phone connectivity issue(s) has not happened again.

 

[PJL]

oshguy2, thanks for the information your posted in the private conversation. It will help since real-world concrete experienced like yours add to the case that GM and it's CUE vendor need to fix this. They broke it with the update for the recall, and they need to fix it. I've added a comment to the private conversation.

 

[shogun95]

There is a new update available, S22.9 per GM Authority. http://gmauthority.com/blog/2019/11/gm-infotainment-update-resolves-grayed-out-favorites-issue/ It is suppose to fix the grayed out favorites issue. Wondering if it also fixed the media indexing issue and Nav not always starting up. Has anyone installed the upgrade yet. It hasn't shown up as an option yet in my car.

 

[PJL]

Checked an no update currently available for my 2018 CTS. I'll check again in a few days.

 

[PJL]

Update after a conversation with GM-Exeuctive Support today 12/5/2019 on the functionality issues when using "porch" (split screen Nav/audio) or other than the "map" (full screen Nav) view when the vehicle starts:

1. GM engineering advised us to leave the map view rather than the porch (or any other) view when the vehicle is turned off to avoid the issue. I reminded them that this was a workaround that we customers sometimes forget and that we shouldn't have to limit our use to this workaround. I also suggested GM notify dealers -- and customers -- of this workaround since it would avoid customer trips to the dealer and the associated cost in time and money. Response was "hmmmm…."
2. GM asserted that this was related to the use of USB 2.0 (versus the higher-rate USB 3.0). When I reminded them that the issue occurred without ANY USB device inserted, they were speechless.
3. When I reminded GM (as I had informed them of back in October) that the issue also occurred on a similar Infotainment-3 (2019 Volt) system that had never used a USB device (other functionality broke, e.g. phone connectivity, Internet connectivity, etc. when the vehicle was started in porch view), and that leaving the Volt in the map view (full screen Nav) mitigated all issues, they were (no surprise) speechless.
4. When I reminded GM that the CUE-3 issue began to manifest itself after the June/July 2019 and an Infotainment-3 update around the same time, they were (again) speechless.
5. Estimated further updates are not expected until January, although the Executive Support team may have further information after they present the "new data" (that I initially informed them of as far back as October and reminded them of today) to engineering.

Bottom line from this conversation:
1. The Executive Support team is going back to engineering with the "new" data I presented -- which wasn't really new since I had notified them of all of this in emails as far back as October.
2. Starting the vehicle in anything but the map view can impact other functionality (Bluetooth functionality, Internet connectivity, etc.) even if a USB drive is not being used.
3. I indicated I would get the word out as best I could.

Bottom line: Leave your vehicle on the Map (full screen Nav) screen as this is the best method to mitigate the Nav issue (which is fully repeatable) and other functionality issues (that can intermittently occur).

Questions from anyone?

 

[oshguy2]

Only one question ..... would it be of any benefit for more of us to complain to GM, and if so, how? I’ve already been to my dealership with this problem (a wasted trip) and a conversation with OnStar.

 

[PJL]

Only one question ..... would it be of any benefit for more of us to complain to GM, and if so, how? I’ve already been to my dealership with this problem (a wasted trip) and a conversation with OnStar.

It would always be helpful for more of us to complain to GM. I would go to the top and let it trickle down: [email protected] . This will get to the Executive Support Team, the manager of which I've been communicating with. I tried to explain to him that the three cases documented in this thread statistically imply a large number of customers being impacted by this issue. (Small number of total owners are members of this forum, fewer may have read this thread, and yet three have the identical problem and actually took the time to reply -- all of which implies a probable large number of impacted customers. That went over his head.) I also made the point that many customers experience CUE issue like this (Air Play issues, Bluetooth connectivity, etc.) and simply get to the point that they'll never buy another Cadillac again because of the issues and GM's (dealers and GM itself) inability to fix them.

 

[oshguy2]

No prob... email forthcoming.

 

[edsandra]

No prob... email forthcoming.

 

[edsandra]

I have experienced the same problems with the Nav screen and also intermittent Bluetooth connection with my IPhone. This is without ever having used a USB connection.

 

[PJL]

I have experienced the same problems with the Nav screen and also intermittent Bluetooth connection with my IPhone. This is without ever having used a USB connection.

edsanda, what model year is your CTS? Try leaving CUE on the full screen Nav map when you turn the vehicle off to see if this prevents the issues when you start it up the next time. Please post if this helps.