VOLVO CAR

SERVICE AND PARTS BUSINESS

Technical Journal
TITLE:

Infotainment System (IHU) Resets/Reboots while driving (blank screen)
REF NO:

ISSUING DEPARTMENT:

CAR MARKET:

TJ 31602.9.3

Technical Service

United States and Canada

PARTNER:

ISSUE DATE:

STATUS DATE:

3 US 7510 Volvo Car USA

2019-05-24

2019-08-30

FUNC GROUP:

3930

FUNC DESC:

Equipment for entertainment
(radio/TV/VC)

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“Right first time in Time”
Attachment
Vehicle Type
Type

Eng

Eng
Desc

Sales

Body

224
225
227
234
235
236
238
246
256
536

Gear

Steer

Model Year
2019-9999
2019-9999
2019-9999
2017-2017
2017-9999
2017-9999
2018-9999
2018-9999
2016-9999
2019-9999

Plant

Chassis range
-

Struc Week
Range
201835-999952
201817-999952
201846-999952
201617-201716
201624-999952
201646-999952
201717-999952
201717-999952
201505-999952
201746-999952

CSC Customer Symptom Codes
Code
32
2E
DO
FC
6B
7N

Description
Infotainment/System reboots
Audio other/Keypad on center console does not work
Audio other/Audio unit (complete) does not work
Audio other/Other audio problems
Buttons/control knobs on centre console (Media, communication and navigation)/No/reduced/incorrect function
navigation)/No/reduced/incorrect function
Navigation/Other navigation problems
Produced in the USA and available as an electronic document. Hard copy documents are printed in USA on recycled paper containing
a minimum of 50% wastepaper and 10% post-consumer waste.
© 2019 VOLVO CAR USA, LLC

Technical Journal 31602.9.3
VST Operation Number
VST Operation Number
36004-2

Description
Software control module downloading.

DTC Diagnostic Trouble Codes
Rows beginning with * are modified
Note! If using a printed copy of this Technical Journal, first check for the latest online version.
Text
DESCRIPTION:
* Information on extracting log files added
* Type 227 added
IHU = Infotainment Head Unit
CCD = Center Console Display
DIM= Driver Information Module
The customer may report that the infotainment system in the vehicle re-starts or reboots intermittently
while driving.
When this happens the CCD and the center area of the DIM will go blank for a few moments and then
start back up as if the vehicle has just been started up.
The customer may also notice that the infotainment system is not responding as normal (ex.- long
response time) just before this occurs.
When the system reboots, some customer settings may change back to a previous setting (ex.- navi
destination, climate settings, radio station, etc.)
Follow the instructions under Service to aid with this symptom.
*The latest IHU software released 5/22/2019 contains stability improvements. Please follow the
instructions under Service.
SERVICE:
Do NOT replace the IHU for this symptom unless directed to in a Vehicle Report.
If the above symptom(s) occur, the IHU needs to be upgraded. Please perform a Total Upgrade in
accordance with TJ 31543.
(The improved IHU software is included in the Total Upgrade)
Also make sure any installed in-car apps are of the latest version by checking for updates in the
Download Center.
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2019-08-30

Technical Journal 31602.9.3
*NOTE: If the IHU software has not been upgraded since before May 2017 (i.e. - Center display has
old HMI layout per https://volvo.custhelp.com/app/answers/detail/a_id/9837), the in-car apps should be
deleted and re-downloaded to the car after the Total Upgrade. This is because the apps that worked with
the older IHU software are not compatible with the latest IHU software.
If the IHU software and in-car apps all have the latest version and the customer still experiences
a rebooting symptom: follow the instructions below for retrieving Reset log files from the IHU and
attach them to a Vehicle Report following the instructions under Vehicle Report.
Extracting IHU Reset Log Files with VIDA
- A Diagnostic Sequence named IHU Export Log Files can be found in VIDA under Diagnostic
Sequences for the IHU in the Diagnostics section.
- Running the diagnostic sequence will give you the option of extracting Snapshot, Reset, or All log files
to a USB flash drive.
- Follow the instructions provided and select “Reset” - these log files are generated as a result of an IHU
reset event.
*NOTE: Selecting “All” will extract a large number of files from the IHU and will result in excessive
file size that cannot be attached to a Vehicle Report. Do not use this option unless instructed to do so
in a vehicle report.
- Once the sequence is completed, the CCD may be blank. At this point turn off the ignition and remove
the USB. The CCD should come back on at the next ignition cycle.
If any logs were extracted, they will show up in a folder called “extracted_logs” on the USB drive.
Within that folder there will be individual folders for each log. The folder names should look similar to
this: 028_20190207140616_R.
There should only be folders that end with the letter “R” on the USB. Each folder is a log file for an
individual reset event.
The extracted log files can be compressed and attached to a Vehicle Report
If VIDA indicates that there are no Reset logs to extract, create a Vehicle Report according to the
instructions below and make note of it when contacting the Tech HelpDesk.
VEHICLE REPORT:
Yes, please submit a Vehicle Report if the service solution described in this TJ has no effect. Use
concern area “Vehicle Report” and sub concern area “Support Needed”, use function group 3930.
Ask the customer how frequently this symptom occurs and if any special circumstances are noted in
relation to the symptom such as if it only happens during use of certain functions or when using a
specific app or source. Include this information in the Vehicle Report.
Compress any log files using file compression software such as WinZip and attach them to the Vehicle
Report.
2019-08-30

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