GM Infotainment Update Resolves Grayed-Out Favorites Issue27
Some owners have reported an issue with their GM infotainment system wherein their favorite selections will be grayed out and inaccessible. Now, a new software update has been released that addresses the issue for Buick, Cadillac, and GMC customers.
As for the issue itself, affected customers will find their favorites grayed out on the infotainment screen, and will receive an error message that says the selection is currently unavailable when attempting to select it. The favorite can be re-saved, which will make the functionality work again briefly. However, the favorite but may again become grayed out and un-selectable later.
Users may have experienced this issue following the GM infotainment 22.8 radio software update. This update may have been performed either from the dealer, or via an over-the-air update.
Earlier this year, GM advised dealers and customers that it was aware of the issue and was working towards a workable solution. That solution is now available though the latest GM infotainment radio software update S22.9. The software update is offered via technical service bulletin (TSB) 19-NA-249.
Note that while the GM infotainment S22.9 software update will prevent favorites from greying out as before, the fix will require the user to identify the currently grayed-out favorites, manually tune to the desired station or stations, and press and hold Favorite to re-save the selection. This process must be followed after the completion of the S22.9 software update.
Affected customers include those with vehicles equipped with infotainment systems that fall under the RPO codes IOS, IOT, or IOU. This could potentially impact the following vehicles:
- 2018-2020 Buick Regal
- 2018-2019 Cadillac ATS
- 2018-2019 Cadillac CTS
- 2018-2019 Cadillac XTS
- 2018 GMC Terrain
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So there’s none for 2019 terrains?
My problem is with mine telling me no (no device connected) when I want play my USB music stick! 2019 Buick regal sport back G S .
This update DOES NOT WORK. The favorites become grayed out again after a period of time. Try again, GM. This is a despicable company that fails it’s customers.
I have the same issue happening again. This fix is a total failure! Back to the drawing board post haste!
Told Cadillac Care that this fix doesn’t do a thing. They keep contacting me to see if I am satisfied. What a bunch of clueless bozos!!!!
They are scum. At least they try to contact you. Cadillac corporate didn’t have the decency to even tell me this TSB existed, though they have cases open for me. I had to research my own problems on a 2019 car that is under warranty to find out there even was a TSB. I found out about the November TSB in January, not that it matters since it doesn’t work anyway. My dealer is also garbage. Getting them to even return a call or an e-mail is near impossible.
This isn’t that big an issue. I’ve been a software developer for almost 35 years. If they wanted to fix this, they would. We all make mistakes, but if I put out software like this to our customers and then didn’t fix it, I’d rightly be fired.
Just amazing to me. My car was fine when I bought it. Cadillac broke it five months later with the June TSB and hasn’t fix it and has made no form whatsoever of restitution. I pay for XM Radio and sometimes cannot even tune it. it’s not just the greyed-out favorites. There are times when XM Radio cannot be tuned at all, not by favorites or voice command. It will say “XM Tuner unavailable.”
I had this TSB applied after 7 months of annoyance. And it fixes nothing. What a clown car of a company.
I haven’t had the “xm tuner unavailable ” happen yet , but I’ll be expecting it. You’re right though the problem started with the June over the air update. Cadillac customer care contacted my local dealer on my behalf and they want me to bring it in for further diagnosis. You won’t see me fall into that trap of wasting half a day and accomplishing nothing. My favorites will sometimes work for a couple of weeks to where you start to think that maybe it corrected itself, but then sure as hell the next time I start the car 4-5 out of 15 will be grayed out. Not the end of the world, but an annoyance never the less.
When my favorites are reset, they may last a couple of days, then it happens again. I have 25 XM favorites and anywhere from 1 to 25 will grey out. Sound like a small thing, but when you’re reset them for the 100th time (at least), it’s really annoying. I’m a patient guy and I get that cars are complex, but mine has now been wrong for 8 of the 13 months I’ve owned the car. And Cadillac caused the problem on a car that was totally fine before. I seriously would not buy another GM product after almost 35 years of loyalty. Since that June update, CUE also is slower to load at started than it was before. For several minutes after starting the car, you often can’t change the XM station by any method (and sometimes even the regular radio).
Ironically, at the beginning of every month CUE displays a message that you have to acknowledge about the dangers of distracted driving. This is my biggest distraction and they are the cause.
‘18.5 Buick Regal TourX owner…same situation here, only my dealer installed a new radio yesterday and now I still get the “XM tuner unavailable” PLUS — new for spring — I can’t change or manually tune the radio station at all…not even to FM. Even though it tells me XM tuner is unavailable, it is stuck on the last XM that was playing when I shut it off. This seems totally fixable with some software engineer coding…but it’s been several months now and still no fix…and this was an issue even before Covid so they can’t blame that. WTH. I love this wagon. It’s my first new GM but if this isn’t fixed fast, likely my last.
They are so pathetic. I’ve never not been able to tune to AM or FM. My three issues, all sporadic, are:
1. Nav sometimes will not load. You have to stop and restart.
2. XM tuner unavailable. Only station you can use is the last one listened to. Can’t be tuned by touch screen or voice. You have to stop and restart.
3. Disappearing favorites. They grey out, must be reset. I have 25 XM faves. Anywhere from 1 to 25 will gray out sometimes. They will not come back on their own.
I have a 2018 Buick tourx, from the very beginning I’ve had problems with the radio freezing not playing audio, and my phone
connecting. My phone will randomly disconnect and reconnect and then disconnect again. My stored favorite channels will go gray and not come back until I have to reset them. I just recently received a notice from Sirius they are offering five days free starting today, naturally it will not come through on my car. I love my car, but this has been driving me insane, for a 2018 car I should be able to talk hands-free without worrying.
Ditto here with the limited presets and ALL the issues mentioned above, they said that limiting the presets to 20-25 was the temporary fix but it does not work, most if not all of my XM still go to grey within a day or two. The only way to get a real solution on this is for us to call GM and bug the crap out of them about it.
866-790-5600 is the number to call.
Demand a software update so that it fixes our cars NOW. 22.9 came out last year, it didn’t fix what was wrong for me from day one of ownership back in Feb of ’19 — it made it far, far worse. I’ve been working with someone at this number for a few months replete with the wasted time dealer rigamorale and no solutions. They offered me a free year of XM and I told them that does not make it right, nor does it fix the problem. We all have to keep the pressure on or it simply will not ever be fixed. NOTE: Mentioning the fact that you don’t want to start the lemon law process but that you will if necessary seems to get their attention.
I have a 2017 Buick LaCrosse and yesterday makes the 6th time that my infotainment screen blanks to black .. no Onstar (red light) blinkers make no noise … oh and I’m in Florida and NO AIR CONDITIONING FOR 2nd time . It’s all linked through info system . I have 33,510 miles and my warranty will be out soon and no hope in sight . Road trips with no a/c and no radio and no Bluetooth …. why me ?
14 months now and still no fix. Absolutely pathetic company. No way I’d ever buy another Cadillac. Maybe this isn’t a critical defect, but 14 months is unacceptable.
I was told in March, in writing, that the cause of this has been identified. But now they’re blaming the delay in a fix on COVID. Lots of companies are using the “COVID excuse” for wretched customer service. Okay, your people are working at home. I’m a software developer working at home too. Why isn’t this fixed?
To not fix the car in 14 months when they literally broke my car is ridiculous. I bought the car in January, 2019. It was fine. They sent out a software update in June, 2019, that broke my car. They have done nothing to address this. How is this any different than if someone hit my car? They’d have to compensate me for the damage. Cadillac damaged my car and they just don’t care. They’re Just bad, immoral people.
8/11/20 Update: Apparently GM released a software fix for this, 22.10, sometime between March and June of this year. I guess it was a big secret because no one from GM bothered to let me or apparently any of us know. Not even my dealer knew about it. I’d think as a matter of course and good customer interaction, they’d keep a list of us who had contacted them with the issue. An email or call with “Hey, really sorry for the hassle we’ve put you through with this, but now it’s fixed! Just make a dealer appointment and we’ll get you taken care of ASAP!” would have gone a very long way. I happened to see it mentioned on a FB forum for my TourX which I don’t check very often, so just got lucky.
My dealer applied the 22.10 software update about 2 weeks ago. It is holding XM presets through about 30 starts thus far, and there don’t seem to be any other side effects…so this one appears to be the fix if you are one of us with the radio preset issues. It may help with other issues, I don’t know. Per GM’s TSB, I had mine set to 20 radio (mix of XM/FM) presets before this — which never held beyond one startup. I left it at 20 the first few weeks and it worked fine. Have now expanded to 30 presets and it is still working fine. Anyway, hope this helps others and good luck to you all.
I got GM paperwork from my dealer back in April I think that said the root cause was identified, but the release date of a fix was still unknown due to COVID. So whenever they fixed this, it was after April.
I often searched for “s22.10” online and never saw anything. I didn’t know of an update until CUE itself told me that it could be downloaded on 8/19 or 8/20.
As an aside, I know we are all frustrated and I’m pretty sure I’ve also been guilty of what I’m mentioning here…but I think sometimes it is helpful to take a step back. This is my first new GM car, I’ve been mostly a Honda/Acura guy for 35 years now; GM is a huge company that overall from what I’ve seen puts together a good product. There are certainly much worse automakers, and organizations in general. But GM are not “bad, immoral people.” We are all just po’d right now because of this stupid infotainment issue and so many other issues that are happening here and in the world. Just wanted to say, hey…things will be okay. We just all need to work together to help that happen. Including being fair to GM. Are they inept and clueless at times? Yep, I can get behind that 100%. And I’d bet if they’re honest with themselves, they can, too. But I’m also 100% certain they don’t intend to harm others. It is easy to paint with that angry brush these days, but it robs us all of real, actual commonality with each other, and the opportunities to work together solving real problems. So let’s keep the pressure on to fix what needs to be fixed with our cars and elsewhere…and let’s also be fair about it. And we’ll all keep rolling…probably with lower blood pressure, ha!
I’ve been a loyal GM buyer since 1986. I understand that cars are very complex and accept that bad things can happen. What I can’t accept is waiting over 14 months for a fix. I’m a software developer. There is simply no way that this fix should have taken 14 months if they gave any priority whatsoever on the customers who have purchased their vehicles. And this was a problem caused by them with a prior update. They literally broke my car and did nothing to fix it for 14 months.
S22.10, which I got over-the-air, does seem to fix the presets issue. But you posted on 8/11 that you got this update two weeks prior. I didn’t get it until around 8/19. so it was available for quite a while, and they didn’t bother to notify me. And that after having had considerable correspondence with them for 14 months. That is terrible customer service.
Amen to that, Ken. I agree 110% and had the exact same experience you described. A call or even an email from GM or my dealer when the fix came out, which was possibly as early as March (?), would’ve gone a very long way to keeping me a loyal GM customer. I had been in contact with them about it from early this spring through early summer. We talked several times on the phone, and I made several inconvenient dealer visits to try and get it resolved with zero success. Agree, a huge opportunity for good customer service was lost.
The fact that the dealers aren’t even notified is just amazing.
My dealer brought me in for an attempt to fix it back in April, which was actually applying s22.9 again, which they were told “might help.” Waste of a few hours, but they tried anyway. But I knew about s22.9 long before they did last year. They don’t seem to have a good communications system. They did give me documentation from GM at that time that said a solution was pending, but delayed due to COVID. So, s22.10 wasn’t out at least until May.
There are 2 TSBs dealing with this issue.
TSB 19-NA-249 & TSB 19-NA-100 (both issued November 2019)
The first one supposedly addresses vehicles with software (Build Number) 22.8 ONLY.
The second one is for software 22.11 or lower. (This one also reportedly addresses a host of other issues.)
To see which software you’re running: (According to the TSB, via CUE go to HOME>SETTINGS>ABOUT>BUILD NUMBER)
For myself: I’m running 22.10 ( “Over the air” August 23 this year) and still experienced the greyed-out problem.
So, good luck.
My wife’s 2018 Terrain had v20.11 for the last two years and there were no issues. She just received the auto update (should have turned this off!) for v22.10 a few days ago and that’s when her favorites grayed out! Going to see if the dealer can flash this back to an older version but I’m not confident that will help. Or see if TSB 19-NA-100 helps. But I’ll bug the hell out of them until the replace the unit if it doesn’t work.
I always liked her interface better than mine (Sierra’s & Yukon’s) but I guess I’m glad I don’t have the system she has now!
s22.10 did fix my grayed-out preset issue. The only issue I have with CUE now is that navigation won’t always load. You hit the button and sometimes get a blank screen. If you remember to bring up navigation before you shut the car down, it works fine the next time you use the car. So, I just try to remember to do that and I can live with this issue.
It seems like their updates work or don’t work based on how well your CUE is working to start with. I had no issues when s22.8 came out in June, 2019. After that, I had the grayed-out problem. My dealer said that the grayed-out problem occurred on CUE systems that didn’t have the issues that s22.8 was meant to resolve. s22.9 was supposed to fix this but fixed nothing.
I’d be very reluctant to accept any more over-the-air updates, or even updates installed by the dealer. But, with s22.10, you really didn’t have a choice. You could delay the install, but not permanently.
I got an update in Aug 2020 that caused the greyed out XM favorites. I spent about 2 hours on the phone and the help staff acted like they had never heard of this problem. Then I do my own online search and it’s a common known problem! So frustrating! They said I would have to take it to a dealer, but those are all about an hour away, so I haven’t made it there yet. Not sure after reading these reviews if that would even fix things……Yup my Terrain is under warranty and GMC “broke” it while pushing out an auto update. Very Frustrating!