Bulletin No.:

Service Bulletin

Date:

19-NA-249
November, 2019

TECHNICAL
Subject:

Radio Favorites Grayed Out or Unavailable At Times
This bulletin replaces PIC6340B. Please discard all previous copies of PIC6340.

Brand:

Model:

Buick

Model Year:

VIN:

from

to

Regal

2018

2020

ATS

2018

2019

Cadillac

CTS

2018

2019

XTS

2018

2019

GMC

Terrain

2018

2018

from

to

Engine:

Transmission:

All

All

Involved Region or Country

United States, Canada, Mexico, N.A. Export Regions

Condition

Some customers may comment that after the radio software was updated to 22.8, certain
Sirius XM, AM, or FM Favorites may be grayed out at times. Attempting to select that
Favorite may result in a message that it is currently unavailable. The Favorite may be
saved again and work briefly but could grey out and show Favorite Unavailable again
later.

Cause

The cause of the condition may be a software anomaly.

Correction

Reprogram radio software via USB to 22.9 or greater.

Service Procedure
Note: This condition applies to radios that have
received the 22.8 software update ONLY. For Cadillac
or GMC vehicles on 20.11 (and Buick models with
21.175) or lower, follow published service bulletin
19-NA-100 and its associated Warranty Information
section.
1. Determine the radio software version. Select
Home, Settings, About, Build Number.
• 2018-2019 Model Year Vehicles on radio
software version 21.175 or less – Refer to
Service Bulletin 19-NA-100 and its associated
Warranty Information section.
• 2018-2020 Model Year Vehicles on radio
software version 22.8 – Proceed to step 2.
Caution: Before downloading the update files, be sure
the computer is connected to the internet through a
network cable (hardwired). DO NOT DOWNLOAD or
install the files wirelessly. If there is an interruption
during programming, programming failure or control
module damage may occur.
Copyright 2019 General Motors LLC. All Rights Reserved.

Note: Carefully read and follow the instructions below.
•

•

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 12V jumper or booster pack
disconnected from the AC voltage supply. DO
NOT connect a battery charger.

Page 2
•

•

November, 2019

Bulletin No.: 19-NA-249

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.
Clear DTCs after programming is complete.
Clearing powertrain DTCs will set the
Inspection/Maintenance (I/M) system status
indicators to NO.

5431207

Note: If the Same Calibration/Software Warning is
noted on the SPS screen, select OK and follow screen
instructions. After a successful programming event, the
WCC is located in the Service Programming System
dialogue box of the SPS Summary screen. No further
action is required. Refer to the Warranty section of the
bulletin.
Important: Be sure to keep the vehicle doors closed
prior to beginning, and during, the USB programming
event.
Tip: Tripping the door latch to closed status with the
door open will allow exit of the vehicle during the
programming process. Do NOT open the latch until
programming is complete.
2. Reprogram the radio software via the USB to
version 22.9 or greater. Refer to A11 Radio:
Programming and Setup in SI.

3. Once the USB software update has completed,
you MUST verify the following operations:
3.1. 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 3.3.
• If the correct splash animation is shown,
proceed to step 3.2.

Bulletin No.: 19-NA-249

November, 2019

Page 3

3.2. 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 3.3.
• If the audio and chimes are operating as
expected, proceed to step 4.
3.3. Determine the software version now in the
radio by selecting Home> Settings> About>
Build Number. It should be 22.9 or greater.
• If 22.9 or greater, reprogram the radio using
SPS programming. Refer to the appropriate
A11 Radio: Programming and Setup
document in SI.
• If less than 22.9, reprogram the radio using
USB and SPS programming events. Refer
to the appropriate A11 Radio: Programming
and Setup document in SI.

5431209

Note: To avoid warranty transaction rejections, you
MUST record the warranty claim code provided on the
SPS Warranty Claim Code (WCC) screen on the job
card. Refer to callout 1 above for the location of the
WCC on the SPS screen.
4. Record SPS Warranty Claim Code on job card for
warranty transaction submission.
5. Favorites that were grayed out prior to the
installation of 22.9, or greater, may need to be
manually tuned and stored again to return their
functionality.

Page 4

November, 2019

Bulletin No.: 19-NA-249

Warranty Information
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

2886558*

Radio Module
Reprogramming with
SPS/USB

0.3 hr

*This is a unique Labor Operation for bulletin use only.
To avoid warranty transaction rejections, carefully read and
follow the instructions below:
• The SPS Warranty Claim Code must be accurately
entered in the “SPS Warranty Claim Code” field of the
transaction.
• When more than one Warranty Claim Code is generated
for a programming event, it is required to document all
Warranty Claim Codes in the “Correction” field on the job
card. Dealers must also enter one of the codes in the
“SPS Warranty Claim Code” field of the transaction,
otherwise the transaction will reject. It is best practice to
enter the FINAL code provided by SPS.

Warranty Claim Code Information Retrieval
If the SPS Warranty Claim Code was not recorded on
the Job Card, the code can be retrieved in the SPS
system as follows:
1. Open TIS on the computer used to program the
vehicle.
2. Select and start SPS.
3. Select Settings.
4. Select the Warranty Claim Code tab.
The VIN, Warranty Claim Code and Date/Time will be
listed on a roster of recent programming events. If the
code is retrievable, dealers should resubmit the
transaction making sure to include the code in the SPS
Warranty Claim Code field.

Version

1

Modified

Released November 04, 2019

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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