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.
Comments
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 🙂
Cara, I agree with you…I’ve done the so-called hard reset over 3x’s plus, and the Q still doesn’t work…GM is responsible…and should recall all the Q’s that are damaged…GM shame on you….; (
This reset is pure B.S. : It does nothing!!
I still have a home screen with the icons
That do not respond to touch!!! There is
a class action law suite concerning the Cue
System screen malfunction that a lot of
CADILLAC OWNERS ARE having.
larry
Larry- its pretty easy, order just the touch screen and install it. These are the improved version that wont fail every few years like the factory ones. NO need to waste time with a diagnostic or hard resets cuescreens.com
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
I have a 2013 SRX, my trans went at 85,000 miles!!!–yes, thousands of dollars!! My air conditioning compressor just went!! – another 1,000 dollars—geez. Now my paired Galaxy phone will not recognize my outgoing voice!! Does the CUE reset work for that?
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?
It didn’t work for me I’ll try again tomorrow, wonder if I unhooked the battery? Where is the battery? Under the back seat maybe, 2019xts
Hard reset doesn’t do anything. The only solution is replacing the screen. Learn more here.
cuescreens.com
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 .
Does not work. I have had touch screen issues suspension issues. And driver assist issues. 55,000 dollar piece of crap. How is cadillac still in business????
What are the fuses located in the fuse box I am having the same issues with my cue I have a 2013 SRX I had bought an extended warranty when I bought the car. Is it covered on warranty
I’ve tried the above mentioned resets to no avail and finally took my 2013 SRX into our local Cadillac dealer. I too was told by someone in service that I just need to replace it, restarting it won’t help. I have over 70,000 miles and I no longer have the warranty. It didn’t get wet and wasn’t in an accident. I am responsible for replacing it at a cost of $1,250.00. Currently they are on backorder!!! They can’t get the part nor do they have any estimate on when they will get them. Unfortunately there isn’t even an aftermarket option because of all of the components that are tied into this one system (maybe why it freezes up) GM needs to step up and take responsibility for this mistake and make it right with ALL owners of this Cue system!!!
Since this is happening to many vehicles why is Cadillac not recalling the module. I guess the CADILLAC PEOPLE ARE NOT READING THIS BLOG. What does it take to elevate this issue?
Every CUE touch panel is failing after 2-3 years. No need to pay the dealer $1,500 to buy another one that will fail again, get the upgraded touch panel from cuescreens.com and never have the issue again.
this actually seems to have worked for me – but it seemed back to normal before I started as the car was parked for 2 hours after screen froze up. Really disappointed – had to replace Cue 1st week – 1 year ago. Rethinking Cadillac when this lease is up. Dealer was totally unhelpful.
My Cue screen in my brand new 2016 SRX flashed on & off yesterday when I was driving and today it is black & will not come up. It flashes ‘CUE’ when I start vehicle and then returns to black screen. The screen is still active to touch with temp, radio, etc. but the screen remains black. Please help – do I need to take it back to the dealer?
Definitely take it back. If you wait until it’s out of warranty, they don’t care. It will cost you a fortune to fix it.
Hi Judy…1st do a reset of the Que. You can call an Infotainment representative and they will guide you, or go online to Cadillac./owners/auto-owners-manuals.hmtl. If this doesn’t work take it to the dealer who will replace the module. My dealer says that it is a know issue with the Que…my appt is Monday. I will let you all know…
What was your dealerships response?
Did they pay or you?
My dealership was not interested in anything but the diagnosis, parts and labor.
would someone care to share where these fuses are you are referring to??????
I have a 2013 ATS and the CUE is frozen would someone care to share where these fuses are you are referring to??????
Joyce you need to look in the owners manual for the location of these fuses. To take someone else’s word for where they are on here is a bit foolish when you have instruction manual in your glove compartment.
I don’t see the wording Steering Wheel Backlight. Is it called something else in the SRX?
2014 cts vsport ,Cue not responding locked. Reset as instructed and Cue works as new.
Tried it multiple time. still doesn’t work.
This does not work I have tried it several times just like others “IT DOES NOT WORK”
CUE on my 2015 ATS has frozen, changes pages by itself and even changed channels. Brought it to dealer today and service guy stated that they have had many similar complaints. Apparently in the heat (I live in Florida) the layers of the screen seperate. He said it is happening with the 2013s more. It is under warrantee so they are going to replace it. Hope the replacement holds up in the heat for at least another couple years.
That is what I was told also Frank. Also live in Florida
I have a 2015 ATS also – was doing the same thing – even reprogramming presets! Took a week to get a new Cue ordered and installed (I did make a lot of noise as its my 3rd in 1 year) yesterday. Fingers crossed. In Florida also.
That is what I was told also Frank. Also live in Florida
Jeff you said you made a lot of noise. What type of noise did you make? Did you call GM? If so what are they going to do since you already had 3. Mine was ordered it 10 days ago and they said it’s back ordered.
I contacted Cadillac. It didn’t hurt that my selling dealer service manager blew me off so I guess they zoomed me to the front of the line but also it’s not a one fix thing. Lots of moving parts depending on your symptoms, different fixes. But yes, I called Cadillac.
The one heated seat was coming on under fluffy’s blacker in the back seat. I did the CUE reset and it unlocked the frozen, heated seat on. One year later another long trip and Fluffy was getting hot again. So I did the reset and it cleared itself again.
Also the rear climate was set at full cold and after 3 hours of driving be on full hot. Poor Fluffy.
Ill watch it again as we have a 11 drive in a few days to see if anything goes abnormal again. Last resort will be pulling the negative battery cable.
opening passenger door and opening radio faceplate method worked on my 2013 srx radio screen problem
Hi hilario,
I have 2013 srx as well, I tried but didn’t work.
What exactly you did so I can try.
Sorry to say that if it doesn’t work then it is fried. Do all of you live in the Southern area of the country? The dealer said that heat is causing this issue. There are 6 Cues on back order including mine. I have waited for over a month now. Good luck.
You know I have tried to understand what does the climate have to do with the electronics of an automobile when these cars were built did they not take the climate under consideration????This still does not work on my 2013 ATS.
I have a 2014 xts platinum with a little over 26000 miles. Cue screen is frozen and the hard reset didn’t work. locked in the manual for fuse location and the fuses and not in that location in my car. Do anyone know where the radio fuse is located on 2014 xts.
My 2013 xts has been in the shop 3 times already and as of today’s black screen will make 4 times. Reset, Screen replacement, hmi interface reprogrammed, etc… What a piece of crap!
I tried the reset trick with no luck, so I tried the voice command on the steering wheel and ask to show the weather. When my screen change it unlock and I was able to use it again. Hope this help everyone
Touch screen locked in home position, won’t recognize “touches”. Tried the sequence mentioned above, no joy. Thankfully my 2013 XTS is still under warranty, dealership here I come!
buttons are going on my 2014 XTS cue only the lower buttons though. I know its gonna get worse
The bluetooth functionality stopped working on my 2016 SRX. I performed the hard reset as described and the bluetooth started working again.
Just pleased to know I’m not alone with this problem. Speaks volumes about the quality of a supposed luxury car.
2013 cadillac xts 3 trips to cadillac dealership in the past 5 months. 1st time screen stop responding they replaced the screen. Within just a few weeks the screen went completely black, onstar was off line and the steering radio controls were blacked out and not working… They “fixed” it by reflashing the hmi module. Few weeks later repeat failures. At that point they replaced the entire tuner. I asked for them to replace the HMI module as well they said no… So I am holding my breath that I have no more issues since I only have 4k miles of warranty left. Very disappointed as this is my first Cadillac.
2013 cadillac xts 3 trips to cadillac dealership in the past 5 months. 1st time screen stop responding they replaced the screen. Within just a few weeks the screen went completely black, onstar was off line and the steering radio controls were blacked out and not working… They “fixed” it by reflashing the hmi module. Few weeks later repeat failures. At that point they replaced the entire tuner. I asked for them to replace the HMI module as well they said no… So I am holding my breath that I have no more issues since I only have 4k miles of warranty left. Very disappointed as this is my first Cadillac and more than likely my last.
Can someone tell me if removing the radio is easy and if so do you remove the radio to get to the steering wheel fuses?
Google inside fuse box on Cadillac ATS! It is on the left side of the steering wheel when your open the door. The panel pops off and the fuses are behind it.
1. Turn the radio off then turn the vehicle off and remove the keys from the ignition (or turn off using the push button for key-less vehicles)
2. Open the door and leave it open for 10 seconds then close it.
3. Once the door is closed lock the vehicle with your key FOB
4. Wait 5 minutes for the radio to complete the restart
5. Restart the vehicle
None of the above suggestions work for me either. Any other suggestions?
I had an issue with the infotainment center not working on my 2013 XTS. Blank screen along with the steering wheel controls. Took my vehicle to the dealer and as luck would have i had to make an appointment to bring it back. As I was getting ready to leave I just so happened to speak with a sales person as she was looking at my vehicle. During the conversation she told me to try taking out the #5 fuse (radio) under the dash and wait a few seconds and replace it. I left the dealer drove to a parking lot located the fuse box, removed the #5 fuse, replaced it started the vehicle and low and behold everything is working!
did we ever find a cure for this. Im having the same issue.. wont respond to touch..
Now I understand why the Cadillac dealership was pushing to have me buy an extended warranty. They know that the CUE system is a problem. This should be a recall on this make. At 42,000 miles and a pricey investment, I feel taken advantage of. I wanted to buy American but I’m going back to buying Lexus/Toyota. I never had any mechanical issues with them.
I am also facing the same problem in my ats 2013. The dealer replaced the cue during warranty and now no warranty after only two years from first replacement. As per him the lonely solution is replacement. Do we to repurchase our csrs from him by continue frequent replacement? Really frustrating
Same problem. So frustrating! This is the First and only time I will own of a cadillac.
I’m not even done paying for my Cadillac and now my “cue” is not working g – and it’s the second one they installed. My car was over 100 degrees and I could not turn the A/C on for my hour commute. My A/c was not broken! But my touch screen would not work. I have 55k miles so it just went out of warranty. For $1,300 they will replace the SECOND defective cue I’ve had. I’m so angry – saved all my life fur a Cadillac. My mustang never had A/C issues! So angry. Me my and kids nearly passed out I’ve tried the hard reset several times. Some days it works, yesterday it did not >:(
My 2013 srx recently did the same thing. Cost 1,400 to install new screen. This is ridiculous! Should’ve been recalled. I’ve always been a Cadillac person but never again.
Seems to have worked on my 2014 XTS…. didn’t see any yellow circle spinning but like I said, so far its responding. Hopefully it continues but if not, I take it in under the extended warranty i bought.
What steps did you take to fix it?
Yep, didn’t work for me either. So I guess it’s off to the dealer to see what they can do to resolve the problem.
I have a 2014 srx. Infotainment system is not working. Because I am out of warranty, which is only 4 years or 50000 miles, they will not fix it. I will be on the hook for $1500. Speaks volumes that GM can’t even have a 5 yr 60,000 warranty which is pretty standard. They don’t even have confidence in their own product. I have already needed two batteries in this car’s short life as well. I will continue to drive this but I will never purchase any GM product, ever, in the future.
what a big piece crap my 2015 caddilac srx the headlights dont work right you cant see at night i had them replaced but still same problem the crapy cue system sucks always freaks out the touch screen wheel bearing went bad this vehicle is supposed to be a represntation of an american standard all my last vehicles were mercedes benz or lexus its amazing how a 12yr old lexus has almost no issues compared to a new caddiliac iam a used car dealer for over 35 yrs i know vehicles very well and i have seen the value of these vehihcles go dwn a lot compaerd to a lexus rx 350. or an ml mercedes benz or a bmw i bought vehicle new for my personal use and it has been in the shop nine times my to my problem is take this high maintance piece crap to the auction take my hit and buy me a new lexus
I did the faceplate reset and it worked perfectly – thank you
my CUE would connect with my I-Phone then almost immediately disconnect. I would unpair them each then try again and had same results. the re-set fixed this problem for me. i have a 2015 ATS
Total BS
AGREED- I’ve tried a million times. ONLY fix is replacement on my 2014
I have an SRX 2014 and have the same issue where the cue display doesn’t respond to any touch anymore. Also, it start doing this at 52,000 miles; so I am out of warranty to replace the screen. This is very frustrating as most of the car controls are done with the touch screen display. Given all issue I saw online with people having the same problem, I think GM should classify it as a recall and fix it for free. The dealer told me that it was about $1.3K to fix. This is my last GM car ever, as I think GM should own up this issue and fix it.
Yup….had this issue at 52k miles but fortunately I had purchased an extended warranty covering the car (2014 XTS) until 86k miles. Cost me 3k for the warranty but the replacement of the display was $1500 alone so I definitely made the right choice & i would recommend anyone who still can to so no matter what brand you choose. With all the amenities in cars and trucks today, something is gonna fail & its gonna be expensive.
PS
I have always been a Cadillac guy & will always be one.
You can go on any car website like this one, & find a list of customers that have had issues with whatever car they purchased. GM / Cadillac is certainly not alone in having a component that failed.
BUY THE EXTENED WARRANTY FOR ANY CAR YOU BUY, THEN IF YOU CAN, BUY ANOTHER ONE.
We have a 2015, SRX, tried all the UTube reset videos, completely waste of time. Had to end up re placing, warning message driving us nuts, took it in and to our surprise we had 47 miles left on the warranty, Thank Goodness, it was paid for! by Mr Cadillac!
I so agree…..I own a 2103 ats…bought it with very low miles….but is out of warranty now…..we normally garage our vehicles…but it sat outside in hot humid weather while we were out town……came back and now my cue system is froze up…..the only thing I can control is the radio from the stirring wheel…..any ideas
Have a 2014 STX – I took it to Dealership in Warner Robins GA and ask them to take a look but do not touch my transmission. It was still under warranty. When I finally got it back, it was doing the same and was told by service depart they couldn’t find anything with it. The would never tell me what they did. Long story short I had to take it back a month later warrant was out. Come to find out they did take my transmission apart. I had to replace my transmission. During the time my car was waiting to be fixed my CUE started cracking in the corners and will not respond to touch. This is going to cost me !500.00 so yeah I have had trouble with this caddy for some while. Dealership would not make anything good even though they had my vehicle while under warranty.
Also have a 2014 SRX. No response on the touch screen. Tried reboot and also removing and replacing fuses. No luck. Dealer said probably needs to be replaced. Going to call Cadillac customer support and if they don’t fix it for free ( should be a recall issue ) I’ll trade my car and never buy GM or Cadillac again. ( always owned GM products). Also I’ll go on all forms of social media tell people not to buy GM as they won’t take responsibility for Their problems. This ticks me off, it’s a 3 year old car.
This is the first car I’ve had that wasn’t a Ford in about 20 years. My three children and husband all drive Fords now and we’ve never had an issue with any of them. I decided this year I wanted to be different so I bought a 2014 Cadillac SRX having this same issue with no luck with resetting. When this is paid off I’m definitely going back to Ford.
Cue Screen not detecting touch. Powers on. Attempted the hard reset listed above…did not work.
Any suggestions?
Followed instructions.. but turned my cue off (to only display the analog clock) before opening the storage compartment… seems to have worked for my 2013 Cadillac ATS… for now anyway. This cue is problematic to say the least. Such a shame.
Not to mention they charge a $115 diagnostic fee to tell you nothing is wrong!
I have the same issue with my 2013 XTS, CUE doesn’t respond to touch. I’ve hard reset it a few times same result. Yes! This should be a recall. I love my car, but this is crazy that Caddallic dealerships will not even address this issue. I would like to buy another, thinking otherwise now.
Not to mention they charge a $115 diagnostic fee to tell you nothing is wrong!
Amazing how many cry babies are on here. The CUE system was introduced in 2013 and yes there were some glitches in it’s inception like all other computer devices in our lives. The OS has been upgraded to improve speed and response in late 2014 and many updates (like all computer devices) since then. I own a 2016 ATS and the CUE system along with its voice activation is far superior than anything else out there. I absolutely love it and I love the car. Fantastic vehicle. People are natural bitches, and have no idea the growing pains of new devices, OS’s and processors. Its a natural progression.
This is all very true…..but shame on GM for making their clients the R&D guinea pigs that pay damn good money for the product they produce.
TEST THE HELL OUTTA THAT SHIT BEFORE YOU RELEASE IT TO YOUR CUSTOMER !
Only makes sense…..well to most anyway…..
Wow! I’m a computer tech and do board repair as well as diagnostics. I guess the next time I get a customer with a defective HP DV7, I’ ll just tell them to quit whining about his $1500.00 laptop that came with a defective GPU and heat sink problems. My business would last about 6 months. So customers do not have the right to expect reasonable treatment from their automobile manufacturer? This is a defective part. It is the screen overlay that is shot and has to be replaced…which is what I will be doing on my sister’s last SRX. Cadillac knew from 2013 this was a bad part that did not meet specification. PS, Automobile manufacturers have known for decades that high temps can kill electronics…especially anything with digital electronics. Just so you know, Ford had junk variable speed trans they sold for two years. They also had buy-back program.
Thanks for sharing…..so has this been defective part been corrected, or must I anticipate that my ‘replaced’ touch screen will fail as well?
TOUCH SCREENS ARE LESS THAN 150.00 on Amazon.
it would NOT be so bad if Dealerships didn’t rip you off for Cadillac parts. I have found many OEM parts through GM Parts Direct and they use your vin to assure you the parts are correct, So why does the dealer charge double ? Because they know you will be there looking for this part and they are ready for your cash.
I bought a Mercedes and it is afar superior car .Not worried about the schedule Maintenance cost. My fourth Cadillac is for sale.
BILL,
Growing pains or not, people expect better service when paying more for a Cadillac. And expect a billion dollar company’s technology to be quality, or pay to fix it by issuing a recall. Just because your 2016 works good for you doesn’t mean every one has the same experience. Besides, does GM pay you to advocate for them? Hope you’re not doing that work for free.
Ash –
While I’ve posted a few replies since that one a few years ago. I agree with you 100%.The part that fails is the touch screen itself (by Sanyo) and they offered Cadillac zero assistance. Cadillac obviously stood by their 4 yr/50K warranty on this catastrophic nightmare. Fortunately there is a 3rd party solution that is very reasonable fix. But I do agree with you – while this single part cost Caddy millions of dollars they still should have made some concessions for out of warranty customers.
Black screen hard reset doesn’t work steering wheel options work along with voice command, screen was replaced, only had it 2 weeks, has done it 4 times, due part is still under warranty guess I will drive 3 hrs to a dealership hopefully they can fix it in a day!!!!! If I knew the issue I would of bought the infinity I was looking at.
The screen needs to be replaced….thats what they did to my 2014 XTS…..just had surpassed the 50k mile mark too.
Thank God for extended warranties !
2013 SRX
I’m on my 3rd CUE system and had to pay 1200 to replace. Cadillac did nothing for me except to say they will log complain.
This is a problematic system and Cadillac does not stand behind their product so trading mine in before the system goes bad again and getting a real car a Lexus.
Lexus ?! LOL real car ?? LMFAO !!
OH PLEASE…..I’d go German before Jap any day of the week.
I have a 2013 SRX. Cue is frozen. I tried the hard boot as they call it several times. Did not work. Also disconnected battery, that did not help. Haven’t tried the fuses yet. Sure hope that works. I can’t even play the cd player. Very disappointed in the vehicle. Any other suggestions would be appreciated.
There should be a recall on these CUE systems and they refuse to do it because they claim it isn’t a safety issue. Well it is when you can’t even use the backup camera or navigation system. Unfortunately, it’s going to take a death due to this system failure before they recognize it. It’s too bad. I will never buy another Cadillac.
I’m on my third CUE system replacement the second was under warranty but the third was not cost me 1200 dollars from dealer to replace. Cadillac did nothing about it for my 2013 SRX never buying a Cadillac again !!!
did anyone have a solution to the malfunctioning Cue system?
Hard boot works but only last a few minutes then back to frozen screen again. I’m even Leary of having the problem fixed for it to happen again cause obviously cadillac hasn’t addressed this issue for it is still an issue even with their latest models. Never again will I get a cadillac, nor would i recommend to anyone to get one. Shame on you cadillac for not even trying to rectify this issue.
My 2013 XTS Cue stopped working, tried the hard reset, didn’t work. Very angry & disappointed. Im a very busy man & has to commute, everything such as ac/heat goes through the touchscreen cue. Everything i had set is gone.
My screen will not come up when using nav or putting in reverse. Any suggestions.
Pull the fuse for a minute
I’ve had it happen twice and both times I pulled the fuse and put it back in and the CUE system came right back up.
I bought a 2014 CTS 2.0T Luxury. It had 46k on it, right at 50150 my Cue started acting up. I did get the extended warranty, thank goodness. I have t taken it to the dealer yet. I notice when I’m listening to my XM stations it acts up. It locks, the screen jumps around, goes into a different viewing & adds the channel to my favorites even when it’s already there and another channel was locked in. So I’m curious is this happening to anyone else and could it be the antenna or the assembly at the antenna on the car? Just a thought.
Cue are a piece of crap that Cadillac ignores the problem I’m already in my 3rd Cue system not covered by extended warranty because it’s a radio warranty company claims. Never buying a Cadillac again !
There needs to be a recall on them and they won’t do it. Supposedly, it’s not a safety issue, like an airbag, so the owners take the hit on it. However, how can losing your navigation system and backup camera not be considered a safety issue? Ridiculous.
You might want to check that warranty. I was under the understanding that the cue system has it’s own warranty. If that wasn’t in your extended warranty contract, then guess what? Prepare to fork over about $1500 for a new one. It is a fiasco!
CUE systems is crap I am on my 3rd system at a great cost to me never buying another Cadillac.
My ’14 SRX’s CUE screen completely stopped working. I can only change channels using my steering wheel buttons. But I can’t play my music from my phone. Have had my car for a little over 2 years.
The hard reset described above doesn’t work. WIll try removing and replacing fuses
Extremely disappointed to see the volume of people having similar issues. I thought Cadillac was supposed to be a premium brand. This issue is making me rethink my purchase.
I am having the same problem with m 2014 ATS, at first the lower middle touch screen wouldn’t work and now the whole thing is unresponsive. I have tried everything suggested but nothing fixes it, currently i am 5,000 miles over warranty but for a luxury car you think they would have equipment that could hold up to being touched by your finger. At this point i will never buy Cadillac again unless they make this right and pay to replace their junk system. I am only 23yrs old so i will be buying multiple cars throughout my life time, nice little chunk of cash to loose out on Cadillac, just pointing that out and all over $1500 worth of parts they don’t wanna pay for. Pathetic.
Tell Cadillac, we’re through.
My second screen went out. I am getting the same run around as everyone else. The cue system is the worst thing to come out ever. I call and yell just for fun. And there 1200 dollar replacements are all refurbished u don’t get new ones. Ur right it’s not a safety issue to them. We need to create a page and just call them all the time. We need our voices heard. We obviously are not letting them hear us enough….we are pissed!!!
I’m on my 2nd screen & I’m very upset with Cadillac & the Que System!
I own a 2013 ATS, with 80k very easy highway miles. I bought the car after my lease was up and paid to certify the vehicle and extend warranty to 75k miles.
While under warranty the exhaust system was replaced, cue was replaced, as well as various minor recall items.
Just after the warranty expired I had to replace the struts, AC, rear end, and now the cue is bad again. The dealer and GM refuse to replace the cue even though they know it’s a defective part and should be recalled. After already dropping nearly $5k into the car in repairs I refuse to spend another $1500 on a new cue.
The car looks great and feels great when things work as they should. My family has owned Cadillacs for over 30 years…until me…I will NEVER buy another cadillac again given the horrible repair experience to date.
Mine finally went out with 39K miles. The fuse trick worked twice fore me. It’s pretty sad when the dealership acknowledges the problem. $1400 repair, I glad I have an extended warranty. You have to have a warranty with Cadillac’s. I explained to the dealer today when I dropped the car off for repairs that it’ll be very difficult to buy another. If I do, it’ll definitely always have an extended warranty. There is a do it yourself fix on YouTube for those of you that want to try. The screen is around $300 and it looks like a couple of hours of labor.
My 2013 SRX just hit 71,089 miles list the cue screen completely. Hard reset didnt work, all I got was the car alarm going off. I love the ride disappointed I have to deal with this issue. “Maybe I should have kept my Lincoln”
Mine died at almost the exact same mileage. 71,400 miles. Try to find a dealer that will work with you on it. Calling Cadillac does nothing. They really don’t care.
2014 SRX – same problem. 48K miles. CUE died after I took my car in for service at the dealer. This is my first and last Cadillac.
I have two buttons at the bottom of my display screen that are not working. I mean, when I push them, they will not turn on. The first is the vent(where I like warm air to blow out towards my upper body and the Bi-Level button (so I can get warm upper body and feet). I tried the hard reset/restart 3times but the buttons still don’t work. 🙁
I have a 2013 Cadillac ATS and have an appt with Cadillac on Friday for a diagnostic check, which will cost me $200.00 Any suggestions anyone????????????????????????
Thanks,
debby
Funny…I just bought out my lease on my 2014 Cadillac SRX in July 2018 and decided to not purchase the extended warranty which was almost an extra $100.00 per month. I thought what can possibly go wrong. They did mention electronics but I said I’ll take the chance. I also bumped into a friend of mine last week who used to work at the dealership and he said I should take the warranty. I didnt and today my CUE screen is frozen!! What the hell!! I live in Quebec and legal warranty of quality on anything works well here. So not even 3 months after deciding not to purchase the extended warranty should give me legal recourse against Cadillac….if they decide not to fix it. I’ll be calling next week for sure!!
I just read Amanda’s comment and that’s exactly what happened to me. She was trying to push the ext. warranty and said something to the effect ” Well you never know these days, there’s alot of electronics and you just never know”. She should have told me straight out that there seems to be a common problem with the CUE system. When I think about it, for 2 weeks before it froze, every time I used the bluetooth to make a call, the screen who stay on the phone screen after the call and I had to always go to home and touch the audio to see the audio screen. And then I pressed a favorite station and it took the one I was listening to and doubled the station while erasing the one I wanted. Again, I’ll be in touch with them next week!!
I havea 2016 Cadillac ATS 3.6 with 29,000 and My Question is system has completely stopped responding to touch. Tried to Hard Reset, this did not work. This sucks because I can’t connect my phone through Bluetooth or Use some of the functions in the Navigation System. Never will I ever by another Cadillac. BMW or Mercedes from here on out.
This is what a warranty is for.
Take it to your Cadillac dealer and have them take care of it. No product is without its defects, Cadillac, Mercedes, or BMW included.
Up Up Down Down Left Right Left Right B A (select) (start)
Oh wait, that’s 99 lives in NES Contra, nevermind…… 🙂
The same bad experience I faced 2 weeks ago.
I sent my car for service (Cadillac 2014 srx, 51000 km) to the parent company garage in Dubai. They did the normal service; I did extra job also by changing the brakes.
After I picked up the car, I found out that screen is froozen, while it was working normally before sending to garage. After doing the follow up to get it fixed, the company answer is that it needs to be changed and it costs around 7,000 derhams (around 2000 US dollars). Honestly I am chocked. I did not expect Cadillac to have such quality level and quality service level! Again the car was sent in good condition to the garage and returned in bad condition!!! More accurate details can be sent by mail upon request
in the meantime, change “SETTINGS”: Input- audio. Plug a 3.5 mm stereo audio jack cable, and you can play your music, in mobile phone, Amazon music, Pandora etc. and you can also make calls through car/speaker.
#MeToo – This seems unreal… I am bummed, hope I can figure out how to fix….
It’s just a matter of time! I was successful with the fuse trick a couple of times. Eventually, the CUE will die and you’ll need to have it replaced. My Cadillac dealer told me they’ve changed vendors for the CUE system and that they have an issue with the old units manufactured by the previous vendor. The best course of action is to have a warranty, trade or get rid of your vesicle all together with the older CUE system.
I have 2014 cts with same cue issues. Didnt work. We shouldn’t be paying for warranty. This is more recall on all this cars with same damn issue. GM’s should step up and fix there issue.
Thanks
Al
Not going to happen! Rumor has it all Cadillac’s except for SUVs are going to be discontinued!
I to had the same problem with my que system but it can be fix for about 3 to 400 dollars I recommend local car audio shop not best buy or Walmart you need a installer he can order a new screen off Amazon for about 125 to 175.00 and labor should be about 250 to 300 about 2 to 6 hr and you should be back in business I’m in the Cleveland Ohio area if your near I would be happy to hear
is there a comsumer law suit for CUE issue ? 2014 ATS system failed at 60k. tried reboot. Radio and some touch screen works. expensive extended warrant doesnot cover infotainment crap.
Really ? Mine sure as hell did …..
WTH, you didn’t read or ask what the warranty you were purchasing covered ?
Had same issue with cue. Purchased screen on Amazon was about $125. took to reputable audio shop was about $160. Labor and misc. Works perfect and screen has lifetime warranty. Funny the stealer has no warranty on theirs and only wants to replace the complete unit which is waiting to fail also?
I will never purchase another General Motors product. It will be Toyota for me forever. Cadillac sucks.
I have a 2013 cadillac srx, the que has been replaced 2 times under warranty. I’m now out of warranty and the que is shot again. This is total BS! I also have a 2016 Chevy camaro 2ss and it’s screen goes black 3 to 4 times in a 30 minute drive, not too mention the 8 speed transmission has been flushed 3 times and torque converter replaced. It’s pitiful that GM keeps pumping out this kind of junk. No more for me!
Followed the instructions and it fixed my issue of the display not recognizing touch and then going crazy
Nice post. To those that have a defective touch panel and the hard reset won’t fix your issue- you can get replacement OEM grade screens at cuescreens.com and replace it yourself. We provide the instructions and videos on how to do it for free. Defective touch screens is extremely common on all CUE equipped models.
Unbelievable that a high end Cadillac has these issues. This is ridiculous.
Mmmm., I dont know if its unbelievable….. I think you can find people having problems with any one of the high end names out there & wouldn’t hesitate to purchase an extended warranty on any of them to make sure my ass is covered.
Steering wheel volume control just stopped working. Followed the reset directions and back to normal functionality….??
Hi my name is Kimberly, I have a 2013 Cadillac XTS, I bought it brand new, had it fully loaded, $62,000.00 out the door. I was so happy when it was delivered. The first 3 months was awesome, then we were 467 miles away from anywhere when the battery stoped working. Had to have the car towed to a Cadillac dealership, in another state. They said the battery was corroded. But your good to go. On our way home the front right tire blew, 4 months of owning the car. We were lucky we were not on a highway going fast. No damage to car.
There were other minor problems starting to develop. Passenger seat lumbar would start retracting on its own, then the seat became very uncomfortable. We would go anywhere I would have major back pains, The mechanic would always say there’s not a problem. Took car to a different dealership mechanic, he said, looks like you replaced your battery recently,
That the battery caused a bad short in system, and system will not work right. Makes scene to me. So he replaced bad wiring, all was good. Then about 8 months ago, I took my car in for regular service like always, only to Cadillac, and I never trusted there top mechanic there, but it’s Cadillac, they are sapose to be the best. Well left the shop on my way home, my cue freezes up, stops working. Go back to the shop, they say ohh about 3400.00 to replace. Then I went on the Cadillac website and here about the hard restart on the cue. I went to the garage, followed the directions, and it was working again. I was so happy, I went to the shop and asked them why they never tried this, or even told us about this hard restart. They said nothing. But 3 1/2 was ago the cue stoped working again, but this time it will not start again. You know when you buy a Luxury Cadillac, you expect it to be exactly what they are advertising. The word Luxury says it all. You know I wanted a Cadillac for so long, because they are sa-pose to be the best. To do over again, I would of never bought this car. You know in retail business, your customer should be your number one priority, because with out them you have no business. I think Cadillac should man up to this problem with the cue. I know when I sell something, no matter what it is, if it’s not what I say it is, I replace the problem, or fix it. I don’t want to rip people off, I want them to be happy, money is hard earned, and the customer should be satisfied with an investment such as a Luxury car. Shame on you Cadillac. Thank you all for listening. If you have any other suggestions, about fixing the cue, please let me know. Thank again.
Sincerely
Kimberly
I have a 2015 SRX, the CUE started having issues at 52,000 miles . Hum yes right after the warranty ran out. I tried the reset several times, it would sometimes un freeze the screen, sometimes not. Then I tried to pull the fuse, no help. It finally got where it would change the stations on it’s own. When I contacted the dealer, I received the same response, no tech bulletins, just need to replace it. So I sprang for the $1,500.00 replacement. Now for the rest of the story, which is rare from what I have read.
All many previously bloggers, “It is a $50,000 vehicle with 50,000 miles, what??? SO I reached out to Cadillac Cares, really not thinking anything would happen, but I polietely vented my frustrations of myself and many other owner reports. Well how did it turn out? Cadillac cares (Elaine) was very understanding and appoligized for my troubles. In the end they actually covered the cost of a replacement unit. It works great for now. So don’t forget , you never know unless you ask. I will buy a new Cadillac in the future. Can’t say any other brand would honor parts as warranty, once the warranty has expired.
M. Rogers
2016 Cadillac Escalade platinum edition and 2017 CT6 Luxury edition
I purchased my Escalade brand new off the show room floor. My cue system malfunctioned when there was only 15,000 miles on it. My began changing stations and randomly programming radio channels on its on. After short period of time it would come on but no response to touch on the screen. I now own a certified pre-owned 2017 CT6 with very low mileage; I’ve had it for two months and cue system has malfunctioned. Total black screen and steering wheel controls are not responding
After talking with the service manager, I was told cue is a first generation system and the 2019, 20 won’t have this problem. What about first generation cue system? Is all I have to look forward to is expensive repairs and replacements. Do I have to buy a 2019 or 2020 Cadillac/GM vehicle to get a cue that works?
I have a 2013 xts platinum and THIS IS MY LAST CADILLAC.
What a piece of JUNK…….
DON’T BUY CADILLAC’S IS MY MESSAGE TO ALL
My problem is slightly different. CUE works except for the “Destination” and “Menu” options. Both work in the sense that they are actuated but all they do is move the map around. I can no longer set a destination.
– I tried the open door, etc. method. Many times and varying the procedure slightly as well.
– I pulled the radio (RDO) and data link fuses.
No joy. Has anyone found a solution?
Your touch screen is defective. Replace it with a gel free screen and never worry about it again 🙂
cuescreens.com
Why don’t you replace it?
Pull the fuse by the passenger foot space and let it sit out for a minute. Put it back in and you will be good to go. Worked every time for me. I pulled every fuse with RDO for radio.
The hard reset procedure is only good for clearing out software glitches- it won’t resolve the touch screen defect that EVERY 2013-2018 Cadillac has. The only solution is to replace the cue screen itself. Pretty easy fix and only $129.
The reason they are all failing is because the factory design has a gel middle layer that evaporates away after a few years, and leaves gaps and voids in the screen layers, so it won’t transmit touch anymore. It also has a cracked appearance sometimes.
There is a video at cuescreens.com showing the dried up gel powder. The recommended fix is to upgrade to a gel free cue screen.
Has anyone replaced the $129 touch screen doing the work themselves? If so, how much work is it? How much does the dealership charge to replace the $129 screen? Thanks.
I replaced the screen with one I bought on ebay for ~65 USD. Was a little annoying to get CUE out of the car and to replace screen; however, has been working fine for 7+ months. Far better than paying dealer ripoff “replace everything” approach. There is a write-up online which walks you through almost the entire process.
As far as the knucklehead saying not to replace “just the screen”, why not? Why would you throw away a perfectly working system over a cheap part that is easily fixable? I guess if you like filling up landfills with trash and paying more of your money than necessary …. more power to you….
Rob: My dealer would not replace if I did not buy the touchscreen from them 🙁
Cadillac does NOT replace JUST the touchscreen . I had my whole unit replaced for $800. Its the ONLY way . Dont buy that cheap Chinese touchscreen crap . GM do NOT make the touchscreen separately.
I’m not the expert here but it seems to me that the only cheap material is what GM outsourced for the original touchscreen and I believe it was also Chinese. Much of General Motors’ recent growth has been in China and they have several factories there. I looked at the reviews for the $129 touchscreen on Amazon and buyers seem satisfied, finding the replacement part superior to the Cadillac part it replaced. The only common negatives I saw had to do with the difficulty of popping off the panel and the need to be careful when removing and replacing the ribbon connector.
They will replace the whole unit with the same horrible factory gel based design. It will fail again in a couple years. The better option is to upgrade to a gel-free screen, and not have to worry about paying for a replacement module to the dealer every couple years. $
I just bought a $50 screen, spent a half hour replacing it, and it works like new. Spending $800 is NOT the only way.
Hey Rob. From where did you purchase?
I find that cuescreens.com has the highest quality, best reviews, and longest history of successful installs. Plus there is a promo code available to save even more : CADFAN
Thank you!
Cuescreens.com is highly recommended. There are cheaper ones on eBay, and amazon. I got mind from amazon for $54 including the pry tools.
Thank you!
The ONLY way to go is to have GM replace it for free!! I’m not sure what consumer laws are in place in other parts of North America, but Quebec has that great law where the consumer is protected for any kind of product that doesn’t work as it should in a reasonable period of time. My dealership told me it would cost about $1300.00 to fix. Bullshit!! I paid for this car and the CUE system is part of it and it has to work and not fail after 4 years!! So after a couple of calls to Cadillac, they agreed to replace it. And if it breaks again, I’ll get it replaced again!! Check your consumer laws wherever you live!!
I found a remedy for this cue problem = sell it , I owned 4 of them and that’s 4 too many. Never again…………..
I know.
Along with the majority, I switched to Japanese cars when the US fell so far behind innovation in the 1980’s. I got used to buying cars and selling them with 150,000 miles having never seen the inside of a repair shop. I still have a 1998 Lexus that’s a hangar car now. It has 135,000 miles on it and my expenses have amounted to one new battery and a few sets of tires. Its audio system, while dated, is superior to my Cadillac’s and the car manages the mountain roads I drive on much more smoothly than my new Cadillac.
I decided to give GM a try again after the bankruptcy and restructuring, partly because I wanted to support our US companies. Unfortunately, the experience has not been positive. My Cadillac has less than 80,000 miles on it and it has been in the shop twice, not counting the CUE problem.
Does ANYBODY have ACTUAL proof that the oem GM touchscreen FAILED TWICE,instead of opinions . I will admit I am not overimpressed with the CUE system ,or indeed AT ALL impressed.
What do you mean by failed twice Chris?
Well if the first OEM gel screen dried out and failed . Has there been an incident of the SECOND ,OEM replacement screen failing as well . TWICE . Get it . Or is everybody saying ,it failed ONCE so it will KEEP on failing if replaced . I can answer this in 4 years or NOT ,as I had my complete CUE system replaced . One other point ,how does a consumer KNOW that their replacement screen is NOT gel ?
I’ve been looking for a fix for a few years now, and after reading this thread, I bought a replacement screen on amazon for $54 including the pry tools. Following a YouTube video on installation, it was an easy replacement, and now works like new.
Good Morning All,
I just like many of you have had the same issue. Black screen, Controls working but all blacked out.
Came across a video stating that the best fix for this is to unplug the battery located in the trunk of the vehicle.
I have a 2014 Cadillac ATS and followed these instructions:
Unplug negative terminal.
Leave unplugged for 2 minutes.
Plug back in.
This for some reason restarted the system and when I turned on my vehicle everything was working fine.
I am no mechanic, so I cant explain the “Why?!?! or HOW?!?”
I just wanted to make these threads aware in the hopes this keeps anyone from spending thousands of dollars on a fix .
Good luck and Drive Safe!!!
Tried twice on 2015 SRX, and it does not work.
Hey evreone
I have a 2013 ats 2.0ltr and i want to change my 2.0 version cue to 2.5 is any one tried to do it so i will have all they opsions on it?
I have a 2015 XTS the cue worked fine then one day I get in and screen doesn’t light up or the temp controls below. You can still put heat on but you can’t see anything. I dissconected the battery and reconnected and everything works perfect but once I turn car off and wait few minutes the same thing happens. Any suggestions
The NAV screen in my 2010 SRX will only pop up when put in reverse and attempts, but fails, the rest of the time the car is on. I can’t use the radio, aux, CD, anything on the panel. How do I hard reset this vehicle?
There are 2 class action lawsuits against GM Cadillac for this issue they have known about for years but refuse to do a recall. Spidering screen generally goes along with the freezing issue. I have both. Of course this started happening just after my 4 years was up but I only have 40K miles on the car. If the dealer will not fix it under warranty then I will join one of the class action lawsuits currently taking place.
Which province do you live in? If Québec, you may be in luck.
I live in the United States.
Karen, check out cuescreens.com/installers to order the parts and to find a shop that specializes in the touch screen replacements. Get one of their Gel-Free screens to fix the issue permanently
Oops, sorry. I saw 40k and was thinking of kilometers. Check out your consumer protection laws in whichever state you live in….you never know! I had the same problem with my Cadillac and because Quebec has great consumer protection laws, the dealership changed my system for free.
Why do you guys keep posting this. It doesn’t work! GM knew in 2011 CUE was not working. In 2014 they said they had it fixed. So I bought the XTS in 2015. I have been disappointed with Cadillac ever since. Like I tell my children, if you get caught in untruths you will then be known as a liar.
Michael
I have the same problem GM you need step up to the plate And Fix the dam problem I have a 2013 Cadillac ATS
Easy fix- check out cuescreens.com to replace the defective factory screen with a gel-free screen and it will never happen again.
Same with my 2013 srx. There is a class action lawsuit but not sure they’re ever going to step up
The reason it fails is due to the GEL screen layer drying out . But a CUESCREEN which has NO gel it is ALL electronic and 1 hour later you are good to go . Instead of Cadillac replacing the WHOLE centre unit ,they do NOT have touchscreens separately btw,and instead of $1500 you pay CUESCREEN $125 and do it yourself.They will not recall millions of these at $1500 a pop.
I just had the headlights changed mid July and now my touchscreen is possessed. I don’t think the 2 are related, but come on! Tried the hard reset and it’s too good to be true. It didn’t work. The nearest aftermarket installer is also 50+ miles away.
I had mine replaced . But as I said it will cost over a BILLION to replace with a factory recall . This will NOT happen on a car that has been DISCONTINUED .
MY Que was replaced before I bought it. Needs to be replaced again as it is out. This time it is cracked and can not be used. RECALL RECALL RECALL
On my 2014 STX I have had transmission rebuild (under 85000 miles). Had QUE replaced before I purchased and now having to have it replaced again. Needless to say my next vehicle will not be a Caddy. This is my 2 caddy but will not have a 3rd one. I have spoken with GM and Cadillac about both of these issues and was told sorry it isn’t under warranty any more.
Hey Karen do you have any information about the class action lawsuit? I’d like to look into that for my 2013 ATS.
Our 2014 Cadillac SRX Cue infotainment screen has frozen … Did the hard reset and nothing. The dealership says not under warranty and if we pay 1700 dollars to replace it …well guess what? It could happen again.. We have only 57000 miles.. Forget about the 60000 mile warranty… Why has there not been a recall on these ? Does Cadillac not care about the customers ? I am very frustrated !!
Hard reset doesn’t do anything except get you out of the service manager’s hair for a while. No need to pay the dealer $1,700. Simply replace the touch screen for $129 (less than diagnostic fee) and you will be all set. Check out cuescreens.com, we have a special promo code for GMauthority members.
Goto cuescreens.com and order a gel free screen. This is really your only option to fix the problem. About 129 dollars. Do not pay the dealer and reward them for their previous known failure
All CUE screens will fail on vehicle models from 2013 to early 2018. Not a matter of if, but simply when. If yours looks like it is cracked, or like mine simply unresponsive and ghosting meaning you hit something and it starts going bananas, do yourself a favor go online look for a gel free cue screen. There is a fantastic company called CUESCREENS. COM. I have NO affiliation with this company other than being a satisfied customer. There is a fair amount of work involved, but it is fairly easy to do. Online videos included on how to swap out. This is the best advice I can give all of you.
Now if only I can get the hazard lights to stop flashing at night while the car is parked. Ordered a new switch yesterday I really hope that works. Keep having to unplug the battery
When will people understand ? There will NOT be arecall . GM do NOT even make the ATS any longer .
Had my CUE system replaced in 2017. Now the screen is already cracking again! They will not honor any replacement even though this screen is less than 3 years old. And I have driven less than 30,000 miles since the replacement.
I have a 2013 cadillac ATS with 52000 km on it (bought it new). The CUE is clueless. I have a frozen screen, and the dealer wants $1500 to fix it. I was told that the problem is with the radio inside the CUE, and because all controls in the CUE pass through it, to fix the problem the radio has to be removed and sent away to be rebuilt…apparently, the company only makes new ones for new cars, and that if your dealer doesn’t have a rebuilt one in stock, then you must wait for yours to be rebuilt and installed. I am currently driving a 2006 Toyota Matrix with over 300000 kms….It does exactly what a car is supposed to do, and that is provide reliable and easy transportation, and all it wants is regular oil changes. My cadillac sits on my driveway and unknown to me I killed a battery from lack of use due to all the crap the battery must keep going when the car is idle. I have since replaced the battery and included a battery saver. It is hard to tell from all these blogs just what the fix is, other than replacement and then selling the car, never to have a CUE again. I am so upset that cadillac sit on their asses and do nothing to help all those people who in good faith bought what is for many, the car of their dreams. You should all be ashamed, considering how much the American and Canadian government paid to bail your sorry butts out and saved thousands of jobs, and where do you think that money came from. The only plausible reason I can see for your lack of caring and lack of action is money, because fixing all these useless CUE systems must bring in a ton of cash to service departments and parts suppliers. Are there Chinese cars being sold over here yet?
Hey John, the part that fails in the CUE interface is made in China!! That’s why it’s crap! Your ATS is a fine automobile that out performs anything in its class – by a long shot. Granted the CUE interface is garbage but that’s not Cadillac who made that. Nevertheless Cadillac should have stood behind it better after warranty is up – I agree. There is a company called Cuescreens.com that has a fantastic solution for a fraction of the price. Get it done and enjoy your Caddy.
cuescreens.com is THE ANSWER! My husband put it in yesterday and I can’t begin to tell you how exciting it is to be able to use the screen and have things accessible and work! Got the Premium package with the $3 tool. Best $152 spent!
I’m having the same problem with my 2016 CTS with only 31,400 miles on it. Dealer wants $1,700+ to replace the Human interface module. Just 40 days out of warranty. Very sad.
Ed what is it doing? As you’ve read from this forum. Most of the problems unresponsive touch, ghosting (touch something and the screen scrolls etc, possibly where a screen looks cracked although this wasn’t my issue. DO NOT pay these people 1700…..many problems are simply a gel free screen replacement.
Ed please don’t replace the HMI. Your dealer has no idea what they are doing and will have you paying for parts that will not fix your issue. There is absolutely no reason to replace the HMI. Just order the replacement gel free touch panel from cuescreens.com and it will fix any unresponsive, erratic touch, or cracked appearance issue you may be having, and will be a permanent fix.
Final outcome…. The screen was not bad but the HMI module was replaced and all is working well. I had a local auto electronics repair shop in Cleveland do the repair saving 30% versus the Caddy dealer quoted price.
Thanks for the suggestions. The info screen works some of the time. Usually starts with with the warning message about using the touch screen too long and getting into an accident. It keeps coming back. If I follow the reboot scheme sometime the Cue boot screen comes on but no yellow circle in the corner and ends up in the same circular pattern. Sometimes the radio works and sometimes not. Eventually, the screen screen goes black and nothing is responsive.
Pisssed around with Cadillac untill I couldn’t stand ttheir bull any more. Contacted CUESCREEN.com, purchased a replacement screen and tools for $132.00. With their online step by step instructions. I was able to replace my screen and save $1368.00. Word is, even if Cadillac replaces your screen, you will soon have to replace their inferior replacement. It takes a several hours to get it swaped out. But boy does it look and work great!!
Just did a hard reset. Now CUE won’t even turn on. No clock, no nothing
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Oh my goodness! Amazing article dude! Thanks, However I am having problems with your RSS. I don’t understand the reason why I cannot join it. Is there anybody else having the same RSS problems? Anybody who knows the answer can you kindly respond? Thanx!!
I having the same problem in my 2017 XTS it don`t make since I have 38,000 mile and the Cue System is acting a fool and nothing is done, tried to hard set but still them same
Thank you so much for posting this super fast and easy fix! It took less than 5 mins to get this problem resolved. I’ve been dreading taking it in to the dealership and leaving it for a couple of days and having a big fat bill! This was so helpful.
Sandy, unfortunatley this is not a fix for the problem. It is only temporary and you will have the same issue after a few hours or days. The only permanent fix is to replace the touch screen with a gel-free screen from cuescreens.com. Its an easy installation and costs less than the diagnostic fee from the dealer.
Lindsay Johnson
Worked like a dream.
Thank you very much
missing Nav app, can I fix or is this a dealer issue-2014 cadillac cts
2014 SRX-Contacted Cadillac Headquarters, was informed that they provide cost assistance if you take the car to a Cadillac dealer. Love the car, but, don’t think that I will buy another. Too many people are having the same issue with the CUE!
@tammey- This is a a very low cost and super easy fix. Just replace the touch screen with a Gel Free version from cuescreens.com. For less than the cost of a diagnostic fee you can have it permanently fixed and never worry about it again.
Thanks for the response. My touch screen is totally frozen. It won’t even connect to my blue tooth
Hi Tammey, I can promise you, all you have to do is replace the touch screen. The factory gel screens freeze up and and harden on every cadillac made. Replace it with one from cuescreens.com for $129 and never worry about it again 🙂
It is totally untrue that they offer cost assistance on the CUE replacement. We have contacted the dealer and they will not reduce the cost at all.
Did the dealer contac5 Cadillac on your behalf? I have written communication that states otherwise
I agree there is ZERO cost assistance.
Why is this still a conversation? Do you think the Cadillac dealers like this situation? Their hands are tied because GM does not offer the dealers any relief on this issue. The design of the “gel” touch screen by Sanyo is 100% garbage and it will fail after a couple years or so – especially in variant climate areas. You people keep complaining non-stop and have been advised to go to a 3rd party for a reliable solution. As far as I know Cuescreens.com is the only place to get the non-gel screens (probably are others) that actually work very well and have a very low failure rate. I have personal experience with them in fixing the CUE on my 2013 XTS. My total outlay was around $250 for the screen and installation from a local technician. You can do it yourself but you definitely have to be a tad savvy (and confident) to remove it from your dash. But please, for the love of God, stop complaining and get it fixed properly. Then enjoy the Caddy for the engineering it is intended.
My problem is NOT the screen. Thanks for your advice. Snd if the post bothers you move on.
Hi Tammey- I am a technician that works on these every day. Your problem IS the touch screen. Every Cadillac made has the same problem. There is a simple fix. cuescreens.com .
I had a similar problem with my 2016 CTS. The screen was not the problem. I had the HMI module replaced at a local repair shop for $1188 vs the $1788 quoted by the Caddy dealer. All is working fine now. 55 days out of warranty.
Summary for everyone so you don’t have to read 500 comments:
Are your symptoms:
Cracked appearance/Unresponsive touch/ Random or erratic touch?
The touch screen has failed because it is a bad design from the factory. It will fail on every Cadillac after 2-6 years. Replace it with a gel-free touch screen from cuescreens.com and never worry about it again! Cheap and easy fix
Black screen? The HMI is the issue. Dealer only fix.
I bought the replacement screen for $132 and my son and I installed it in about 4 hours. Thankfully, he is tech savvy. I would not have been able to do it by myself. New screen looks beautiful and works great. I am very thankful for the blog, and the YouTube videos for installation.
I really hope it lasts longer than 45,000 miles. It seems strange that all these screens are cracking. My next door neighbor has the same issue. Did they all crack ?
Sandy, yes, every one of the 5 million cars that Cadillac made after 2013 use a defective Gel based touch screen that will fail after 3-6 years! Good news is, you can easily replace the touch screen with a gel free version that will never fail again. cuescreens.com
Use promo code CHAT5 to save even more
Sandy – Good job! Finally someone with a positive comment and not flying off the handle. It’s really not strange that the screens are failing because the Sanyo made screen has a gel laminate that is very susceptible to the weather change and give the appearance of “cracking” therefore losing touch response and reliability. The Bose electronics are totally fine and reliable. And yes, the new screen you installed will give you years of reliability and functionality.
Thanks Bill! I’m really glad it’s fixed and looks and acts like new.
Any advice on how to economically fix the sun shade ? A metal clip is sticking out of the track on one side, the cloth is puckered and the unit makes a clattering noise if I try to open it. Thanks!
This commonly fails, you will have to pull the door panel off and replace the sun shade track, the plastic components separate and cause issues.
Ugh… thanks
A tad confused – are you talking about the roof sun shade?
Yes, the shade that slides open to expose the sun roof.
Not sure why pulling the door panel off would have anything to do with the sunroof shade….but with any sunroof issues I definitely would take it to the dealer or your local shop to have them look at it. Proper tools are a must.
I am having the worst time ever with my CUE system on my 2014 Cadillac XTS…I have hard reset this thing like 10 times and the screen is still frozen. I live in Chicago and it’s cold here and of course the cue controls the selection of where the heat is distributed….the only thing I can do is put it on Auto but that takes forever for the car to heat up. Someone please give me some advice because that Cadillac dealer is suggesting that I change it for $1,500 out off pocket 🤦🏽♂️🤦🏽♂️🤦🏽♂️
Keith, there is no need to pay the dealer $1,500. You can easily fix this issue permanently by replacing the touch screen only for about $100. Check out cuescreens.com.
I was faced with the exact same problem. I contacted cuescreens.com and paid $129.00 for a replacement screen. I followed their online videos and after about an hour I had my CUE fully functional. I was so happy to see that screen functioning again. I kept putting it off because I thought I couldn’t do it. I had to call cuescreens only once. They were there to help me over the phone. If anyone is waiting on Cadillac. You are wasting your time. Anyone who has a kitchen table can do this themselves. I think it was $132.00 with tax to get your Stereo/ Heat & Air/Navigation/etc. BACK!
I had the change my touch screen in my 2017 XTS Cadillac it kept on freezing but now it works fine it will solve your problem.
I have a 2013 Cadillac XTS with 90,00 miles on it. All of a sudden the controls for the fans won’t work so I’m left to have the heat come out of the front and rear defrosters. The cue screen itself still works fine. The only button that doesn’t work is the fan increase button. Anyone ran into this before?
Jesse, this problem is related to the blend door actuators. Very common.
If your upper touch screen becomes unresponsive, or randomly reacting to touch, the fix is at cuescreens.com
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
I bought a replacement screen through amazon as well as the tool kit to enable the screen to be pried off easily. I bought the premium model, and am waiting for a friend to install it. My concern is that the original part is of the standard of quality that one would expect of anything made in china—-absolute junk! cadillac,give your heads a shake…you build a so called luxury sport sedan and out source things like the CUE system to some bandits in china to save a few bucks and then ignore the problems it has caused thousands of YOUR clients who have had to deal with your lies (denials). I think your reasoning is that if we can afford the vehicle price, then we can afford the $1700 (Canada) repair.
John, while you are mostly correct in your assessment… please differentiate between the “CUE System” and the “CUE screen”. The CUE system is an excellent, intuitive, full featured infotainment center – best in the industry. The touch screen on the other hand is exactly how you described it – absolute junk (fault Sanyo). And yes, shame on Cadillac for not doing more for customers when out of warranty. Thankfully there is a good, reliable solution at a reasonable price.
After reading all these and other comments and class action taken against cadillac, can anyone tell me if actual cadillac reps have ever acknowledged that there is a problem, or are they all a bunch of illiterate mutes that have to be told where to find the engine. My journey started with the purchase of a 2013 ATS in 2013, and there has never been a time when I could say that I was satisfied with the service. I am typing this in Saskatoon,Canada. I had to order an ATS, and during the wait time which I was told would be about 14-18 days (one of many laughs), cadillac came out with a promotion of $500 worth of gas. I called the salesman and he assured me that I was eligible and that I would receive it I double checked it. When the car arrived 3 MONTHS later I was told that the offer had run out and I would get no gas. When I went in to pay off the balance, the clerk didn’t remember that I had paid $2000 down, and I had to remind her, which she then had to look up. I had ordered a cargo net (dealer installed) and it came in a plastic bag that was tossed in the trunk. After it was given a final cleanup, I popped the trunk lid and found a couple of insect cocoons in the drain along the top of the trunk. The thing that really amazed me was that the sales manager jumped on my tail, and wanted to know why I was dissing that dealership on every survey that cadillac sent me, and what could they do to make things better. HA. In fact after one of my dealings with the service department (which in all sincerity was excellent), I had to go to the sales manager because he had my keys and wanted to talk to me. ( I felt like a kid being sent to the principal’s office). This was one of eight recalls. I am not unhappy with the vehicle, just out of my skull with the treatment by the dealership in Saskatoon, and the complete apathy shown by cadillac towards the thousands of people who were probably so excited to purchase this icon of a vehicle. Please note that every time I get in that car to use it, my blood pressure starts to rise. and I get angry. THANKS cADILLAC!
Re: 2015 ATS. I want to try a “real” memory reset before throwing myself at the mercy of the dealer. I tried the faceplate trick to no avail. However, the screen isn’t cracked, and the backup camera works. Also, with just ignition on, some icons appear, and I can switch screens back and forth, though the icons themselves don’t respond. Starting the car gives me the “Don’t take eyes off the road” screen. That some people have had luck with the faceplate trick suggests it’s not “always” the screen. I read of people taking off the battery terminals and touching them together to clear memory, which makes sense if the problem is software corruption.
What I’m wondering is what about just disconnecting the negative cable (easy on an ATS), and touching it to the positive cable still on the terminal? (fully disconnecting the positive cable is a PITA) There’s no circuit through the battery, as the negative isn’t connected. I’m thinking it’s the same as if I had both cables off. What am i missing?
Thanks in advance
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Please stop wasting your time with cadillac. In 2014 they were made very aware of the faulty cue system. They decided to continue installing it. They chose to get another $1,500.00 for each cue system screen they reinstalled. When I researched other issues with the 2015 XTS. I found an article about cheap shocks and struts that were failing shortly after the warranty expired. Low and behold I have had to put new shocks and then new struts on my wonderful cadillac. Contact Cuescreens.com and get their replacement screen. Use their on screen instructions and replace it yourself or have your 6th. grader do it for you. You will then know how great it feels to have your Cue back, and you only paid $135.00 for the screen. cadillac gets by with running their scam, but you weren’t buying another CAR FROM THEM EVER!!!
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Its ridiculous that cadillac will not do anything about my cue system in my SRX. I will be looking for a lincoln!!
I just replaced mine for the second time. Was told it isn’t being recalled because it isn’t a safety issue. Really, no backup camera, no navigation system, etc. isn’t a safety issue? I believe they are marketed as safety issues! I have a 2014 SRX and it’s already on CUE. system number 3. Utterly ridiculous. I will never touch a Cadillac again!
You can replace just the screen at cuescreens.com and not have to worry about it again. Only takes an hour.
Buncha BS. This is the second unit and the third screen I have had and now this new screen won’t do anything and resets are a waste of time. So NO ADVISE here has done one single thing to help. Nothing Caddy does works. JUNK, JUNK, JUNK. So y’all might as well quit wasting peoples time with those reset and replacement advisories. THEY DON’T WORK. PERIOD.
Touch screen on my 2013 Cadillac does
Not respond to touch. POS!!!