Service Bulletin

Bulletin No.:

18-NA-195

Date:

May, 2019

TECHNICAL
Subject:

Radio Module Software Update 20.11

Brand:

Model:

Cadillac

CTS

Model Year:

VIN:

Engine:

Transmission:

2018

All

All

2018

All

All

from

to

2018
2018

from

to

ATS
XTS
GMC

Terrain

Involved Region or Country

North America and N.A. Export Regions

Additional Options (RPOs)

Equipped with Cadillac User Experience (IOS or IOT), GMC Infotainment
System (RPO IOS, IOT or IOU)

Condition

Some 2018 model year Cadillac ATS, ATS-V, CTS, CTS-V, XTS and GMC Terrain
vehicles, equipped with Infotainment system (RPO IOS, IOT, or IOU), have an available
radio software package update. This new software package will provide changes to the
following concerns:
• Displayed speed limit is stuck on a value, not updating as the roadway speed limit
changes.
• Non-responsive touchscreen.
• Pixelated radio display. When this occurs, the rear vision camera image without
gridlines will be displayed on the screen when in reverse and normal chime operation
will be observed but an intermittent loss of music audio may be experienced.
In addition to the above, changes were made to the climate control system, certain audio
features, and the navigation system so they continue to function properly.

Correction

OnStar will update vehicles remotely through in-vehicle prompts from the radio display.
However, some customers may decline the vehicle update or the update is attempted, but
is not successful. In such cases, and in all export markets plus fleet customers, dealers
will need to reprogram the vehicle with the new software package.

Service Procedure
Important: If the remote vehicle update has been
downloaded or installed, DO NOT install the update via
USB. DO NOT attempt to complete the programming
event without reading Determining Where to Start –
Checking for Update Status first to avoid programming
failures or module lockup conditions.
The update procedure in this bulletin includes the
following four sections:
• Determining Where to Start – Checking for Update
Status
• Update Procedure Using Remote Vehicle Update
• Update Procedure Using TIS2WEB (USB
Download)
• Troubleshooting

Copyright 2019 General Motors LLC. All Rights Reserved.

Page 2

May, 2019

Important: DO NOT attempt to complete the
programming event without reading Determining Where
to Start – Checking for Update Status first to avoid
programming failures or module lockup conditions.

Bulletin No.: 18-NA-195

Update Procedure Using Remote
Vehicle Update

Determining Where to Start – Checking
for Update Status
The process used for this update is dependent on the
initial status of the software. Select “Settings” and
“Updates” on the radio screen to check the status of the
software. To determine if the vehicle requires a
software update:
• From the radio home screen, select “Settings”
then “Vehicle Software”. Under “About”, locate the
Build Number. If the build number is less than
20.11 (i.e. 20.9 or 20.10), proceed with software
update.

4880808

1. Start the vehicle to determine if the update has
been downloaded to the radio. The vehicle must be
running for the update screen to be shown.
• If the radio has downloaded the remote vehicle
update and the radio is ready to be updated, the
screen above will be shown when the vehicle
transitions to Park. Select Install Update and
follow on the on-screen prompts.

4880803

Caution: If Vehicle Update screen shows “Info Sys
Update,” do not use TIS2WEB or insert a USB stick.
Use of the USB stick when the Remote Update has
already been downloaded, installed, or paused during
installation could result in program failures or module
lockup condition. The update should be completed
using the Remote Vehicle Update procedure, following
prompts on the infotainment screen. Refer to Update
Procedure Using Remote Vehicle Update after reading
the remaining information in this section if the Remote
Update has already been downloaded to the radio.
• If the remote vehicle update has been downloaded
or installed, DO NOT install the update via USB.
Complete the remote vehicle update.
• If the remote vehicle update CANNOT be
completed, the radio must be updated through
SPS and USB. Refer to Update Procedure Using
SPS in this bulletin.
• After the remote vehicle update has been
completed, verify there are no updates. Select
“Settings”, scroll down to “Updates” and select
“Updates.”

4880809

• If the remote vehicle update has not been
downloaded, select “Start Download” as shown
above.

Bulletin No.: 18-NA-195

May, 2019

4880811

Page 3

4880823

Important: During installation, the vehicle will be
disabled and cannot be driven. Features like door
locks, windows and chimes may not work. If you leave
the vehicle, DO NOT lock occupants inside.
Note: Download may pause due to cellular connection
speed. If the download pauses, click resume to
continue. If the download takes longer than 30 minutes,
see the Troubleshooting section below.

4880822

• If the vehicle needs to download the remote
vehicle update file or the “Install Update” screen
does not appear, select “Settings”, scroll down
to “Updates” and select “Updates” to download
the remote vehicle update.
• If there are no updates available, verify the
software version. If the build number is less
than 20.11 (i.e. 20.9 or 20.10), update
through USB.

2. Once the remote vehicle update has completed,
verify the following operations:
2.1. At ignition on, verify that the radio displays the
proper brand splash animation
• If the incorrect splash animation is shown
(e.g. Cadillac logo in a GMC vehicle)
proceed to step 2.3.
• If the correct splash animation is shown
proceed to step 2.2.
2.2. Verify audio plays and that audible warning
chimes function correctly.
• If the audio is muted or chimes are not
operating as expected proceed to step 2.3.
• If the audio and chimes are operating as
expected, no further action is required.
2.3. Determine the software version now in the
radio by selecting Home> Settings> About>
Build Number. It should be 20.11 or greater.
• If 20.11 or greater, reprogram the radio
using SPS programming. Refer to the
appropriate A11 Radio: Programming and
Setup (IOS/IOU/IOT/IOR) document in SI.
• If less than 20.11 reprogram the radio using
USB and SPS programming events. Refer
to the appropriate A11 Radio: Programming
and Setup (IOS/IOU/IOT/IOR) document
in SI.
3. Once the remote vehicle update has completed,
verify there are no updates. Select “Settings”,
scroll down to “Updates” and select “Updates”. If
no updates are available, no further action
required.

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May, 2019

Update Procedure Using TIS2WEB
(USB Download)
Caution: If the Same Calibration/Software Warning is
noted on the SPS Controller screen, do NOT attempt to
program the module. No further action is required.
Caution: Do not use TIS2WEB or insert a USB stick if
a Remote Update has been downloaded to the radio.
Use of the USB stick when the Remote Update has
already been downloaded, installed, or paused during
installation could result in program failures or module
lockup condition.
Note: Carefully read and follow the instructions below.
DO NOT attempt to order the calibration number
from GM Customer Care and Aftersales. The
calibration numbers required for this update
procedure are programmed into control modules
via a Multiple Diagnostic Interface (MDI) with the
calibration update. If you cannot access the
calibration, call the Techline Customer Support
Center and it will be provided.
• DO NOT program a control module unless
directed to by a service procedure or a service
bulletin. If the control module is not properly
configured with the correct calibration software,
the control module will not control all of the vehicle
features properly.
• Ensure the programming tool is equipped with the
latest software and is securely connected to the
data link connector. If there is an interruption
during programming, programming failure or
control module damage may occur.
• Stable battery voltage is critical during
programming. Any fluctuation, spiking, over
voltage or loss of voltage will interrupt
programming. Install a GM Authorized
Programming Support Tool to maintain system
voltage. Refer to www.gmdesolutions.com for
further information. If not available, connect a fully
charged 12 V jumper or booster pack
disconnected from the AC voltage supply. DO
NOT connect a battery charger.
• Turn OFF or disable systems that may put a load
on the vehicles battery such as; interior lights,
exterior lights (including daytime running lights),
HVAC, radio, etc.
• During the programming procedure, follow the
SPS prompts for the correct ignition switch
position.
• Clear DTCs after programming is complete.
Clearing powertrain DTCs will set the Inspection/
Maintenance (I/M) system status indicators to NO.
• Refer to Radio Programming and Setup for
additional information on programming.
Important: During USB programming, be sure to keep
the vehicle doors closed.
Important: For every vehicle that needs to be updated
through USB, be sure to download the files through
TIS2WEB on a USB drive each time for each vehicle.

Bulletin No.: 18-NA-195

DO NOT use the same files downloaded from a
previous vehicle. Use a USB drive with a minimum size
of 2 gigabytes, however, 16 gigabytes is preferable.
1. Before downloading begins, be sure the driver side
door is either closed or the driver side door latch is
closed.
2. Go to “Settings”, then “Updates” to determine if
there is already a Remote Vehicle Update
installed, the package must be deleted.

•

4880805

4880807

2.1. If a Remote Vehicle Update exists on the
vehicle, click “Details,” to reveal the Decline
Update option.
2.2. To delete the Remote Vehicle Update, click on
“Decline Update”. On the next screen, click
“Decline Update” again.
Important: Before downloading the USB update files,
be sure the computer is connected to the internet
through a network cable (hardwired). DO NOT
DOWNLOAD the files wirelessly.

Bulletin No.: 18-NA-195

May, 2019

3. Start SPS, select Radio – USB File Transfer and
follow on-screen instructions.
4. Record SPS Warranty Claim Code on job card for
warranty transaction submission.
5. Insert USB into vehicle. On the radio screen, select
“Settings, “Updates” and select “Updates.”

Page 5
8.3. Determine the software version now in the
radio by selecting Home> Settings> About>
Build Number. It should be 20.11 or greater.
• If 20.11 or greater, reprogram the radio
using SPS programming. Refer to the
appropriate A11 Radio: Programming and
Setup (IOS/IOU/IOT/IOR) document in SI.
• If less than 20.11, reprogram the radio
using USB and SPS programming events.
Refer to the appropriate A11 Radio:
Programming and Setup (IOS/IOU/IOT/
IOR) document in SI.

Troubleshooting
Important: When downloading USB update files, be
sure the computer is connected to the internet through
a network cable (hardwired). DO NOT DOWNLOAD the
files wirelessly.
Important: If using a SANDISK USB drive and there
are any errors, try using a different brand USB drive.

4880825

6. If a Remote Vehicle Update exists on the vehicle
and has not been declined, the screen above will
be displayed. Select the “Info Sys Update” option
and follow steps 1.1 and 1.2 to decline the update
before continuing with the USB update.
7. Once the Remote Vehicle Update has been
declined, select the USB file (2) to continue
programming the SPS update.
8. Once the remote vehicle update has completed,
verify the following operations:
8.1. At ignition on, verify that the radio displays the
proper brand splash animation.
• If the incorrect splash animation is shown
(e.g. Cadillac logo in a GMC vehicle)
proceed to step 8.3.
• If the correct splash animation is shown
proceed to step 8.2.
8.2. Verify audio plays and that audible warning
chimes function correctly.
• If the audio is muted or chimes are not
operating as expected proceed to step 8.3.
• If the audio and chimes are operating as
expected, no further action is required.

4882429

If a USB was installed during a paused Remote Vehicle
Update download, the paused update screen will have
a blank update title and a 0 MB file size.
To correct this:
• Turn the vehicle off, and remove the USB device
from the vehicle.
• Contact the GM Technical Assistance Center for
assistance.
If the Vehicle Updates screen shows a blank update
title, follow steps 1 and 2 of the “Update Procedure
Using SPS” to decline the package and then proceed
with USB programming.

Page 6

May, 2019
•

Bulletin No.: 18-NA-195
The Remote Vehicle Update download must be
paused. During download the update cannot be
deleted. Continue with the Update Procedure
through SPS.

4880804

4882429

•

•

After programming via Update Procedure through
SPS, navigate to Vehicle Settings – Updates. A
screen will be displayed that an update is
available to continue downloading. The paused
update screen will have a blank update title and a
0 MB file size.
Contact the GM Technical Assistance Center for
assistance.

Parts Information
No parts are required.

Warranty Information

4892444

If this screen above is shown when trying to update the
radio through USB, use a different USB drive, format to
FAT32 and try to download the update through
TIS2WEB again. If the screen above is shown again,
contact the GM Technical Assistance Center for
assistance. If the Remote Vehicle Update takes longer
than 30 minutes to download, or the radio displays
“Unable to Update”:

For vehicles repaired under the Bumper-to-Bumper
coverage (Canada Base Warranty coverage), use the
following labor operation. Reference the Applicable
Warranties section of Investigate Vehicle History (IVH)
for coverage information.
Labor
Operation

Description

Labor Time

3480838*

Perform Remote Vehicle
Update (Without USB)

0.3 hr

3480848**

Reprogram Radio with USB
(Includes Removing Remote
Vehicle Update Files Prior to
USB Update)

0.7 hr

*SPS Warranty Claim Code is NOT required when
submitting this transaction.
**To avoid warranty transaction rejections, the SPS
Warranty Claim Code must be entered when submitting this
transaction.

Bulletin No.: 18-NA-195

May, 2019

Page 7

Version

3

Modified

Released June 28, 2018
January 18, 2019 – Updated software version build number statements.
May 03, 2019 – Updated the Condition section to add conditions covered by this software
update, updated the stable battery voltage during programming statement in the Note list
under Update Procedure Using TIS2WEB (USB Download), changed the contact
information references under Troubleshooting and removed the Customer Notification
section.

GM bulletins are intended for use by professional technicians, NOT a "do-it-yourselfer". They are written to inform these
technicians of conditions that may occur on some vehicles, or to provide information that could assist in the proper
service of a vehicle. Properly trained technicians have the equipment, tools, safety instructions, and know-how to do a
job properly and safely. If a condition is described, DO NOT assume that the bulletin applies to your vehicle, or that your
vehicle will have that condition. See your GM dealer for information on whether your vehicle may benefit from the
information.

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