How To Restart, Or ‘Hard Reset’, Cadillacs With CUE Infotainment System
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The growing amount technology in today’s vehicles has enabled about all kinds of convenient and exciting connectivity, information, and entertainment possibilities. Said technology works very well most of the time, but it does malfunction or cease to work every now and again. A perfect example is the Cadillac CUE infotainment system, which can sometimes “run away”, preventing the driver and passengers from controlling such items as radio, navigation, and sometimes even HVAC functions. The good news is that most CUE glitches can be solved simply by restarting the system.
Besides solving general glitches with CUE, a hard reset/restart can also solve issues with:
- CUE not recognizing inputs on the touchscreen
- CUE not recognizing HVAC settings on the touch panel
- Issues with various OnStar features
So, here’s how to perform a restart — otherwise known as a hard reset — on Cadillac vehicles equipped with CUE:
- Turn the vehicle on
- Open the CUE faceplate, thereby exposing the storage area behind it
- With the faceplate up, turn off the vehicle
- Open the driver’s side door
- Wait 30-60 seconds with the driver’s side door open
- Close the door and start the vehicle
- Lower the faceplate
After performing this sequence of steps, CUE and the vehicle’s other infotainment and telematics technologies will have been “hard reset”, but CUE won’t show any messages this to be the case. The tell-tale sign of a hard reset, however, is a spinning yellow circle in the top right corner of the system, which indicates that CUE is reloading settings.
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7. Lower the faceplate.
8. Bang heal of palm on forehead.
9. Shake head vigorously.
10. Wonder why you spent so much on a Beta version of a car.
11. Suppress road rage.
12. Ignore other drivers laughing at you.
13. Get out of car, turn crank to start the car.
14. Fill burlap bag with water in case radiator overheats.
15. Get back into Flivver and hope Route 66 isn’t washed out.
16. Don’t pick up hitchhikers in striped clothing and leg irons.
Is this authentic Que or generic?
Did this twice and the CUE is still not recognizing inputs on the touchscreen. What now?
It is stuck on the home page, yet we can change radio stations on the steering wheel.
Same is happening to me what can I do? Please kelsey let me know if you got its fixed
I give 2+ more thumbs down. This doesn’t work. This is complete BS. GM is multiple billion dollar company and won’t recall the cue and replace for free even though they clearly know this is an issue and more than that is a safety hazard as well. This goes to show what type of morals GM has when they won’t stand behind their product a fix something that is clearly a manufacturing issue since multitudes of people have the same problem. Shame on you GM. You deserve every piece of bad publicity that comes your way. The local dealership managers are even cowards and won’t address the problem. They are so busy and can’t talk when you confront them about this issue.
Have tried this at least 8 times! Sitting in SRX! Didn’t do ANYTHING! Still stuck in French and nothing works on screen, NOTHING! I’m so frustrated right now🤬
Where do you live Cindie? If in French, I presume Quebec? If so, you let me know and I’ll tell you what to do.
Hi Cindie, this is a simple fix. No need to visit the dealer and shell out $2000.
1. Order a new touch screen at cuescreens.com
2. Check reputable installers at cuescreens.com/installers and call them to install it.
3. Never worry about this issue again 🙂
Good tip Mike..!
Or if you live in Quebec, you can probably get it all done for free at the dealership.
Wait? Its for free to replace the cue system at a dealership in Quebec??? My screen completely blacked out last friday i didn’t know what to do
Rytch- no, they are not replacing for free. Plus if you are having a blacked out screen it is a separate issue. Check cuescreens.com/black-screen for tips on that also very common problem.
My Radio seems like it has a mind of its own it’s like it’s on seek but it’s not and it doesn’t just change the stations it changes everything like it’ll be on audio and then radio and then a.m. and then FM and then CD and then the AC and heater also will go on and off by them self what could this be causing this problem just bought the car used off of a car lot they said maybe the computer system needs to be reset hopefully that doesn’t cost too much at the dealership… And it’s a Cadillac
Hi Angel, this is a simple fix. No need to visit the dealer and shell out $2000.
1. Order a new touch screen at cuescreens.com
2. Check reputable installers at cuescreens.com/installers and call them to install it. Or, you can use the instructions at cuescreens.com/support and install it yourself
3. Never worry about this issue again 🙂
I am currently having the same issue
same thing happened to me, please let me know how did you eventually fix it
So have you got this fixed yet? If so what did it take to fix it?
I am not sure if I am the john you are wanting a reply from but I no longer have the cue screen problem because I now drive a Toyota, and I am considering cutting off the roof and trunk lid of the cadillac and parking it in my driveway and planting flowers in it.
Piece of crap ATS. Nothing but problems. This hard reset is a joke
I had my doubts, but it worked on my 2013 SRX. So easy, but I saw no spinning yellow circle. Nothing was lost in the “Hard Reset”.
Bill
Worked on my 2015 SRX,
Didn’t see any change after first attempt, so did it a second time and I’ll be damned if it didn’t fix it. Never saw the spinning yellow circle either. But I finally got my radio station changed off of country, my navigation system works and so far all the buttons seem to work,HVAC etc.
Having the same problem with 2014 SRX. So called hard reset has not worked yet or made a difference after several attempts.
My CUE on my 2014 srx is just a black screen. This is our 2nd CUE! ?
Did not work for 2014 SRX either.
I have done this three times on my 2013 SRX and nothing happens. Except I feel like an idiot opening my door to fix my CUE. And Cadillac was bragging about how great this version of the CUE is. BTW, if you haven’t already found out the hard way, the transmission in the 2013 SRX also sucks. Just over 100,000 miles and it went down like a rock and cost me thousands of dollars and two weeks of waiting. My next Cadillac will be a Toyota. Maybe a Chevrolet.
A Chevrolet isn’t that different from a Cadillac. All GM platforms share parts. Purchasing a Chevy to distance yourself from your Cadillac will just put you back in the same boat you are already in.
Guess I should go to Ford. I have a 1998 Ford Ranger with 3006000 miles , yes three hundred and six thousand miles on it and I trust it more than my 2013 Cadillac XS with 38000 on it
You know you wrote the number as three million six thousand, right? SMH
Yes the radio is on but can not used the touch screen.
Same thing here did reset and still not recognizing touch screen – at top there is haptic feedback but nowhere else
Same thing is happening to me. I am stuck on the icons page.
Me too. Nice of Cadillac to help us out
Have a 2013 srx. Touchscreen cracked and frozen. Junk car, bought it brand new only has 56000 on now. Cant answer the phone handsfree. Where’s the recall?
Just replace the screen with an upgraded gel free replacement and never worry about it again. Lasts forever, looks sharper, and much faster response. Cuescreens.com. $129 and super easy diy
Hi I have a 2016 escalade esv
You think this screen replacement for $129.00
Could work?
If so where you get and is it easy to install?
Thank you very for your reply in advance
It’ll definitely work. Look for an experienced installer in your area.
I replaced the screen, and I still have a black screen and no Bluetooth. I have the radio, but I can only control it through the steering wheel.Please help, any advice at all would be great! I’m at a loss. 😞
Did you ever figure out how to fix this?
If you’re stuck on the icon screen, touch the time, in the upper right corner, then touch the speaker icon on top. That’s all I was able to do. The rest of the touch screen doesn’t work for me.
2017 CT6 Cadillac cue
How to hard reset cue
Bluetooth only works
No radio.
Hard reset doesn’t do anything. The only solution is replacing the screen. Learn more here.
cuescreens.com
Same thing here in my xts with only 25k miles. I’m in Caribbean called dealer told to disconnect battery terminals for 10 minutes. Still did not work. What next? Can GM offer the USB reset software for direct purchase by users?
I tried that twice and still not working.
I was told by someone in service that I just need to replace it, restarting it won’t help. I had 48,000 miles when it first started getting stuck but then it would start back working again. I wish I would have taken it in then. Now it’s over 50,000 miles and I no longer have the warranty. I never imagined that a pivotal part of the car could just stop working after 2 years without anything happening to it. ( By that I mean, it didn’t get wet and wasn’t in an accident.) The beginning signs were a couple places on the bottom of the screen didn’t change when I touched them. Certain spots were not responding. Then one day it froze and never came back on. If I were under warranty, it would have been replaced but since I wasn’t I would be responsible for replacing it. I traded my SRX without repairing it. More than it costing around 1200, it was the principle. I think they should have been recalled if so many people are having the same problem.
I was in the dealer , as soon as I told him the problem, he said it needs to be replaced.
It appears that GM knows nothing about the problem . what?
Should have purchased a Ford and spent the rest on a fishing trip.
I was under the impression that Cadillac was a luxury brand.
Not so much
Have 2013. Week 2 car of owing the car it would not start due to a bad battery (first week in November) car was serviced and a battery replacement occurred at zero cost.
I Also from November until recently the information console lagged greatly. I used my iPhone a lot with iTunes or sound cloud . I notice I would plug in device and no music. This happpened for many weeks. I thought it could be my use abort knowledge or my outdated iPhone. Updated iPhone and lagging continued.
Eventually the information center went black. Music stop playing. I called Vera and was told no rental availability until tomorrow . Brought car in few hours later I was told car is fix. There was a issue with battery corrosion causing the issue. This was around February/ march. A week later I drive car into the dealer to show them the frozen screen , and the lack of function when using my iPhone. The advisor could not figure out the problem. If I push a media button the air conditioner came on…I took Car in and a rental was obtained.
Later that day the advisor called me and left a message to collect car because a part will need to be ordered. I went to service department and spoke with a manger and complained about the nonsense and the wasting of my time and how I have address this issue in person around 4 to 5 times already.enough I expressed my frustration.
I left car with them and retained rental car until my car was ready. Two weeks later. The information center stalls and lags and can’t read load my device.
I again called an advisor of whom I have dealt with throughout the debacle. He suggested that I use a Auxiliary cord and offered this as a possible reason. He also suggested that my iPhone 7 may not be compatible with the car. Hummmm… interesting enough the car lagged and stalled with my iPhone 6 and when using the auxiliary cord.
Overall because I believe that if I’m paying for something I want it fully functional which is why I am vigilant in this matter. To add insult to injury I brought the car from Vera cadillac and they are servicing my vehicle. So far I am looking to trade car in.
The rear seat screen was locked up and right seat heater stuck on. I did the reset and everything is back in sync! Yahoo!
Does anyone know how to perform a hard reset on an ATS that does not have the touchscreen and cue faceplate?
Did you ever hear back?
i have 2013 xts, had it at dealer and they said disconnect battery for 6 minutes will hard boot computer, it worked on mine when all dash gauges, radio, lights were not working
did it stop working again yet?
I tried this with my srx but nothing happens, wondering if there is any other way to hard rest the cue
Take out the radio and steering wheel backlight fuses. Ours were not blown but when we put them back in the Que system started working in our 2015 escalade.
Where are the fuses located?
Thank you! This works!
We now have the same problem on our Cadillac…..did you have the car running when you did this and did it fix the problem for good, or did it freeze up again after your fix?
This way really works!
I had same problem on my Escalade 2015….
Our dealers could’t fix it (I live in Russia)
And today I found this page and fixed problem during 2 minutes.
Thanks you…
Unfortunately there were no fuses in the 2013 SRX labeled as such.
We tried all of the steps previously mentioned and nothing worked. We then removed the radio and steering wheel backlight fuses to see if they were blown. They were not so out them back in. When we started the car again the Que system came back on. It must have needed a power disconnect to reboot it. All is working now.
Hello, can you please let us know where is the radio and steering wheel backlight fuses? thx
thank you! this worked to reset the Cue – it is working some. still having difficulty with some options. OnStar works fine, phone is prompts do not all work on screen. It was suggested that where the fuse box is located gets hot. My screen first went out during 100 degree heat so that made sense.
Can you tell me if the radio and steering wheel “backlight” fuses are labeled as such? I’ve removed and reinstalled all fuses that seemed to be related to steering, radio, infotainment system…etc. Nothing helped and the fuses were all good yet. I did this while the car was off. Should I have done it with the car running? I’ve also performed the restart sequence several times and my husband disconnected the battery and let it sit. Nothing helped!! So disappointed in Cadillac this time around!! I have a 2013 SRX
My biggest problem with my 2013 SRX is the CD part. I listen to books on tape everywhere I drive to and It plays the cd when it wants, it goes for miles saying “loading disc” or it says very often “no disc inserted” when I know there is one in there. It has been doing this since I purchased the vehicle in October 2013!!!! I’m about ready to trade this $52,000 vehicle because of a ridiculous cd
Look in your owners manual. There is a diagram of the fuses
I have a problem with my xts 2013 usb. It recognize only one song on the list, play it again and again. What to do
We did this on my 2014 SRX because the screen got all scrambled. It worked!
Debb what exactly did yall do?
Turn the vehicle on
Open the CUE faceplate, thereby exposing the storage area behind it
With the faceplate up, turn off the vehicle
Open the driver’s side door
Wait 30-60 seconds with the driver’s side door open
Close the door and start the vehicle
Lower the faceplate
Read more: http://gmauthority.com/blog/2015/05/how-to-perform-a-hard-reset-on-cadillacs-with-cue-infotainment-system/#ixzz4KvLmv2VJ
This does not fix the problem. I see all of these Cadillac and GM commercials on how good their cars are now, well, really ……………….. You could have fooled me, oh yeah, you did!!!!!!!!
So this is where the definition of insanity had it’s roots.
So if that doesn’t work do I get back out of the car, put my left foot in, put my left foot out, put my left foot in and shake it all about?
No no no ! Jesus No !!
That will only make it worse !!
Im having the exact same problems with my Cadillac Cue system on my 2017 XTS as stated by many on this platform. Locked screen, changing stations, freezing. The hard reset does not work. This is horrible. Tjis is
a widespread issue. Why hasnt Cadillac fixed this? Why is there no recall? Wow GM/Caddillac! Very pathetic, dissatisfied & dissapointed. This is a major stain on your image.
I had complained on this blog about 1 year ago as my 2014 Cadillac SRX had a frozen screen. Long story short….I took this up with Cadillac and even though my warranty was over and they weren’t going to fix it for free, I reminded them that I live in Quebec where we have this beautiful thing called “Legal warranty of Quality”. In other words, anything and everything we purchase MUST work for a reasonable period of time and that of course depends on how much you pay for your product. I paid enough for the car…..and they changed it for free!!
No idea if it will help you, but my 17 CTS started having issues a couple months ago. Spontaneous reboot, error messages about the SD card for navigation, looping messages….by accident I discovered all worked perfectly as long as my iPhone was not connected by Bluetooth. Turn off Bluetooth on my phone and all is perfect. Turn it on and within 30 seconds or so the whole system goes berserk. Dealer says Cadillac says apple software is to blame.
G. Gilliam, same problem here. They are ridiculous and they need to have a recall……….
I am on screen #2 and its cracked and not responding…
Go to Cue Screen and replace your Screen that will fix your problem, I had to do that and that fix the problem
This is the greatest comment ha ha ha .