Cadillac ATS AWD V6-3.6L Technical Problem # 12293 Date: 130221
Campaign CUE System Software Updates
CUSTOMER SATISFACTION
Bulletin No.: 12293
Date: February 21, 2013
Subject: 12293 CUE System Update
Models:
2013 Cadillac ATS, SRX, XTS
Letters will be mailed to involved customers in phases.
*******THIS PROGRAM IS IN EFFECT UNTIL MARCH 31, 2015.*******
Condition
Software updates for the CUE system are available for certain 2013 model year Cadillac ATS, SRX, and XTS vehicles. These updates will enhance
the customer experience with the human machine interface (HMI) radio, including Phone/Bluetooth Pairing, Media Player, internal/external resets,
rear camera, and map database.
Correction
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Dealers are to update the software for the CUE system and the navigation map database for the HMI radio.
Vehicles Involved
All involved vehicles are identified by Vehicle Identification Number on the Investigate Vehicle History screen in GM Global Warranty
Management system. Dealership service personnel should always check this site to confirm vehicle involvement prior to beginning any required
inspections and/or repairs. It is important to routinely use this tool to verify eligibility because not all similar vehicles may be involved regardless of
description or option content.
For dealers with involved vehicles, a listing with involved vehicles containing the complete vehicle identification number, customer name, and
address information has been prepared and will be provided to US and Canadian dealers through the GM GlobalConnect Recall Reports, or sent
directly to export dealers. Dealers will not have a report available if they have no involved vehicles currently assigned.
The listing may contain customer names and addresses obtained from Motor Vehicle Registration Records. The use of such motor vehicle
registration data for any purpose other than follow-up necessary to complete this program is a violation of law in several states/provinces/countries.
Accordingly, you are urged to limit the use of this report to the follow-up necessary to complete this program.
Parts Information
The service procedure contained in this bulletin will require the use of a USB stick. Two USB sticks were shipped together in a zip lock bag to
Cadillac dealers beginning February 20, 2013, via FedEx (US and Canada), or will be sent by the local GM Aftersales Department as soon as
received (Export).
- The BLACK USB stick is for use on vehicles WITH a navigation system.
- The SILVER USB stick is for use on vehicles WITHOUT a navigation system.
US and Canada: All Cadillac dealers should receive the USB sticks no later than Wednesday, February 27, 2013. These USB sticks will update all
involved vehicles. DO NOT GIVE THE USB STICKS TO THE CUSTOMER. Do not order the USB sticks from GMCC&A or the GM Nav
Disc Center. If you have not received your USB sticks by February 27, 2013, and you have involved vehicles, the USB sticks can be obtained from
the Warranty Parts Center (WPC) using the Parts Request Form found at the back of this bulletin.
Courtesy Transportation - For US and Canada
The General Motors Courtesy Transportation program is intended to minimize customer inconvenience when a vehicle requires a repair that is
covered by the New Vehicle Limited Warranties. The availability of courtesy transportation to customers whose vehicles are within the warranty
coverage period and involved in a product program is very important in maintaining customer satisfaction. Dealers are to ensure that these customers
understand that shuttle service or some other form of courtesy transportation is available and will be provided at no charge. Dealers should refer to
the General Motors Service Policies and Procedures Manual for Courtesy Transportation guidelines.
Warranty Transaction Information
Submit a transaction using the table below.
Customer Notification - For US and Canada
General Motors will notify customers of this program on their vehicle (see copy of customer letter included with this bulletin).
Customer Notification - For Export
Letters will be sent to known owners of record located within areas covered by the US National Traffic and Motor Vehicle Safety Act. For owners
outside these areas, dealers should notify customers using the attached sample letter.
Dealer Program Responsibility
All unsold new vehicles in dealers' possession and subject to this program must be held and inspected/repaired per the service procedure of this
program bulletin before customers take possession of these vehicles.
Dealers are to service all vehicles subject to this program at no charge to customers, regardless of mileage, age of vehicle, or ownership, through
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March 31, 2015.
Customers who have recently purchased vehicles sold from your vehicle inventory, and for which there is no customer information indicated on the
involved vehicle listing, are to be contacted by the dealer. Arrangements are to be made to make the required correction according to the instructions
contained in this bulletin. A copy of the customer letter is provided in this bulletin for your use in contacting customers. Program follow-up cards
should not be used for this purpose, since the customer may not as yet have received the notification letter.
In summary, whenever a vehicle subject to this program enters your vehicle inventory, or is in your facility for service through March 15, 2015, you
must take the steps necessary to be sure the program correction has been made before selling or releasing the vehicle.
After the CUE update, all settings will revert back to the factory setting. All settings underlined are the factory settings. If the customer's selection is
equal to the factory setting, it is not necessary to reset that setting after the update.
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Special Note:
This form is not intended to be all encompassing; Dealership personnel will help reset the following items when the vehicle is re-delivered to the
customer:
-Memory Seat Settings
-Individual Remote/Key Fob settings
-Mirror Pre-sets
-Repair Blue-tooth devices (Note: When re-pairing the phone for the customer, the previously paired ("CUE-paired") device must be removed from
the phone)
IMPORTANT NOTE WHEN PRINTING THIS FORM: If the form prints out on two pages, make certain you fax both pages so the WPC
receives the needed information. Missing information will delay or prevent the part from being shipped.
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Part Request Form - Warranty Parts Center
Disclaimer
Service Procedure
Service Procedure
Caution
Do NOT program additional modules while programming the CUE system to avoid module damage and/or other component failure. Do NOT
perform any electrical repairs on the vehicle while the CUE system is being programmed.
Note
Ensure that all USB devices, SD cards, phone, and media devices have been disconnected.
1. Capture customer preset information from the CUE system. Refer to Cadillac Customer Presets Form at the back of this bulletin.
2. Verify that there is a battery charge of 12 to 15 volts. The battery must be able to maintain a charge during programming. Only use a
Midtronics(R) GR8 (Essential Tool EL-50313) set up in Power Supply Mode or an approved Midtronics(R) PSC 550 Battery Maintainer (SPS
Programming Support Tool EL-49642) or equivalent to maintain proper battery voltage during programming. Do NOT remove the battery
maintainer until both the USB and TIS2WEB programming events have been completed.
3. Determine if the vehicle is equipped with a navigation system. Press the navigation button on the display.
- If maps are populated, then the vehicle is equipped with navigation. Use the black USB stick for programming the CUE system.
- If a compass appears with OnStar instructions, the vehicle is NOT equipped with navigation. Use the silver USB stick for programming
the CUE system.
4. Press Engine Start/Stop button for 5 seconds. Do NOT have your foot on the brake while pressing the Engine Start/Stop button.
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5. Insert the correct USB stick into the display USB port (1).
6. Close the radio assembly bin door.
7. Select Update from the display.
8. Once Update has been selected from the display, the screen in the picture above will appear. This screen will show the progress of the update.
The navigation software update will take about 2 hours to load. The non-navigation software will take about 30 minutes to load.
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Note
Update Complete screen for CUE system equipped with navigation system shown. Update Complete screen for CUE system without
navigation is similar.
Note
If the "Calibrate Device" screen is NOT displayed, the Update Complete screen will appear on the display. The screen includes the following
message: Pass --- 23154812.mnf or Pass 23152613.mnf. Programming the Human Machine Interface Control Module (HMI) using TIS2WEB
is NOT required. Perform step 10 and then proceed to step 14.
Note
If the screen remains blank, make sure the radio assembly bin door is closed.
9. Do NOT remove the USB drive until the update has been completed. Once the update has been completed, the display will go black for a
minute and reset itself. Next, the words, "Calibrate Device" centered on the display. Refer to illustration.
10. Remove the USB stick from the port.
Note
Do not attempt to order the calibration number from GM Customer Care and Aftersales. The calibration numbers required for this service
procedure are programmed into control modules via a Multiple Diagnostic Interface (MDI) with the calibration update. When using a MDI for
reprogramming, ensure that is updated with the latest software version. Use TIS2WEB on or after 02/22/13 to obtain the calibration. If you
cannot access the calibration, call the Techline Customer Support Center and a VCI number will be provided.
11. Program the Human Machine Interface Control Module (HMI) using TIS2WEB. Refer to SI and Service Programming System (SPS)
documentation for programming instructions
1. Connect the MDI to the vehicle.
2. Select J2534 MDI and Reprogram ECU from the Select Diagnostic Tool and Programming Process screen.
3. Select K74 Human Machine Interface Control Module -- Programming from the Supported Controllers screen.
4. Follow the on-screen instructions.
12. Clear all diagnostic trouble codes (DTCs).
13. After programming the HMI module, the Update Complete screen will appear on the display. The screen includes the following message: Pass
--- 23154812.mnf or Pass --- 23152613.mnf.
14. Select Dismiss from the Update Complete screen.
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15. The Restart System Screen will appear on the display.
16. Turn the vehicle off, open and close the driver door, and wait at least two minutes before starting the vehicle. All vehicle doors MUST remain
closed during the wait period.
17. To ensure the software update was successful, review the main menu symbols and check that the Climate Control Symbol includes a
snowflake. Next, from the Home Page, press Settings > Software Information and check the current software part number. If the part number
is 23150273 for Navigation vehicles or 23150271 for non-navigation vehicles, the update was successful.
18. Re-enter customer information in the CUE System with the information collected in step 1. Refer to Cadillac Customer Presets Form.
Owner Letter
Owner Letter
Subject: Important Updates to Your Cadillac Vehicle
Dear Cadillac Customer:
On behalf of everyone at Cadillac, we sincerely hope that you are enjoying your 2013 Cadillac ATS, SRX, or XTS vehicle.
Your new Cadillac features first-of-its-kind technology throughout, including the intuitive and convenient CUE infotainment system. In order to
continually deliver the best possible user experience, CUE may periodically receive software updates. This letter is your notification that such an
update is ready for installation. While the CUE system is being updated, we will check to see if there are other outstanding service issues we can
address at the same time. Any other service items for your vehicle will be reviewed with you by your service professional during your initial visit.
Please contact your Cadillac dealer at your earliest convenience to make an appointment with your Cadillac service professionals. If you will be
traveling for an extended period of time, please call the Cadillac Infotainment Team at 855-428-3669 to locate a dealership near your destination.
Upon making an appointment, your dealership will reserve your complimentary Cadillac or "like" loaner vehicle if alternate transportation is needed.
Your service professional will also be able to inform you of the estimated time needed to complete your vehicle updates.
Before arriving for your vehicle update appointment, please note the following:
- The CUE system update will reset your stored presets back to their original factory settings, resulting in the removal of stored data (phone
numbers, destinations, stored preferences). As part of the update, your service professional will restore the presets (i.e. icons located on your
Home screen, Auto Volume setting). We apologize for this inconvenience. We recommend you store your contact information (phone
numbers and addresses) on your smartphone so they can be easily retrieved when your smartphone is paired with your CUE system.
- Please have any Bluetooth-paired devices with you upon redelivery of your vehicle; as the update will include the assistance of your service
professional in pairing these devices for you.
Importantly, these updates are not essential to the operation of your Cadillac or CUE system. You may continue to drive your vehicle. However, we
are certain these updates, once completed, will enhance your experience with Cadillac and we encourage you to schedule an appointment to
complete these updates at your earliest convenience.
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In closing, we are confident that these vehicle updates will further elevate your Cadillac vehicle driving experience.
Chase Hawkins
Vice President, Cadillac Sales and Service
