File in Section:

Service Bulletin

Bulletin No.:
Date:

PI0962
July, 2013

PRELIMINARY INFORMATION
Subject:

Radio Resets, Navigation Inoperative, Map Not Displayed, DVD Will Not Play or
Resume, Bluetooth® Inoperable, Radio Lockup, Voice Recognition Cuts Off, USB
Source not Returning to Last Song, OnStar® Default Volume Low

Models:

2013 Buick Enclave
2013 Chevrolet Traverse
2013 GMC Acadia
Equipped with Radio RPOs UHU, UG4, UGU, UGY, UGX

Attention: The USB flash drive required for this PI was shipped to the dealer the week of June 24,
2013 in the DWD box (U.S. dealers) and through regular mail in Canada.

Condition/Concern
Some customers may comment on the following conditions:
• Navigation inoperative, map not displayed.
• Rear display will not turn on when DVD playing after ignition cycle.
• IPhone® Bluetooth® Hand-free call audio not available after call answered.
• Radio Lockup after Bluetooth ® private call ended (common with IPhone ®).
• Bluetooth® Phonebook download and Contact dialing not available with Voice Recognition.
• Voice recognition truncated prompts with radio power Off for Navigation models.
• Intermittent radio reset when shifting out of reverse.
• USB Audio source not returning to the same location after ignition cycle.
• Radio switching to USB source by itself on startup.
• Radio Preset selection does not match audio source.
• Route Guidance will not start with OnStar ® Destination Download while radio is off.

Recommendation/Instructions
An updated radio software calibration has been released to address these conditions.
Reprogram the radio following these steps:
Important: This procedure is a USB flash drive programming event. This IS NOT a SPS programming event. USB
flash drive with label software P/N 23162853 will be shipped in a zip lock bag to dealers by the GM Aftersales
Department.
Note: During programming, the battery voltage MUST be maintained within the proper range of 12-15 volts.
Connect the Midtronics® PSC 550 Battery Maintainer (SPS Programming Support Tool EL-49642) or an equivalent
to the battery.
Note: The radio will be set back to factory defaults after this update has been completed. Please note any custom
settings prior to updating.
1. Turn ON the ignition, with the engine OFF and transmission in PARK. Confirm radio software part number is
23130114 or 23117455 using Diagnostic tools Tech 2.
Important: Do not proceed further if radio software part number is not one of these numbers.
2. Insert the USB drive into the radio USB port in the vehicle.

3462549

Note: If the following screen above is shown on the screen, the radio already has the latest calibration installed and
no further action is required.
3. When the update info screen comes on, select UPDATE.
Note: If UPDATE is not selected within 10 seconds, the screen will disappear and the USB drive will have to be
removed and inserted again to start the update process.

3447928

3447930

– Once Update has been selected from the display, the screen will show the progress of the update. The
navigation software update will take up to 90 minutes to load. The non-navigation software will take up to 30
minutes to load.
– If “Invalid Product Update” message display with “Invalid Manifest(s)” error, the radio software is up to date.
No update is required.
4. 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, reset itself and then display the start-up screen. Remove the USB flash drive.
Turn the ignition off and then turn back on.
Caution: Removing the USB drive during the software installation will cause radio failure. There is no recovery.
5. To ensure the software update was successful, use Diagnostic tools Tech 2 to confirm the new software part
number. If the part number is 23162853, then the update was successful.
6. Re-enter any custom settings recorded prior to the update.
If the USB stick is lost, dealers may order an additional one through WPC using the form below.

Parts Information
Part Number

Description

23162853

USB Stick

Warranty Information
For vehicles repaired under warranty, use:
Labor Operation

Description

Labor Time

2880008*

USB Radio Reprogramming (Non-Navigation Radios)

0.7 hr

2880018*

USB Radio Reprogramming (Navigation Radios)

1.0 hr

*This is a unique labor operation for bulletin use only. It will not be published in the Labor Time Guide.

IMPORTANT NOTE WHEN PRINTING THIS FORM: If the form prints out on two pages, make certain you fax BOTH
pages so that the WPC receives all the needed information. Missing information will delay or prevent the part from
being shipped.

Parts Request Form – Warranty Parts Center
Use this form ONLY for U.S., Canadian and Mexico Dealers. Export markets located outside of North America must
contact their regional Technical Assistance Center for assistance.
To: Warranty Parts Center
e-mail: [email protected]

(cont'd)
Parts Request Form – Warranty Parts Center
or WPC Fax: 248-371-0192
Attn: Amina Winfrey
Part Being Requested: #WPC 717
Dealer BAC (U.S.) /Dealer Code (Canada)/Dealer Number (Mexico):
Dealer Name:
Dealer Address:

Dealer Contact Person:
Dealer Phone Number:
Repair Order Number:
Vehicle VIN:
Important: If you do not receive the part within 2 business days after e-mailing or faxing your part request to the Warranty Parts
Center, please call Customer Assistance at 248-371-9901/9902.
IMPORTANT NOTE WHEN PRINTING THIS FORM: If the form prints out on two pages, make certain you fax BOTH pages so
that the WPC receives all the needed information. Missing information will delay or prevent the part from being shipped.