Bulletin No.: PIC6402
Published date: N/A

Preliminary Information
PIC6402 Radio Favorites Grayed Out, Favorite Unavailable, or Long
Radio Start Delay After 22.9 Software Installed per 19-NA-249
Models
Brand:

Model:

Model Years:

VIN:
from

Engine:

to

Transmissions:

Buick

Regal

2018 - 2020

All

All

All

All

Cadillac

ATS

2018 - 2019

All

All

All

All

Cadillac

CTS

2018 - 2019

All

All

All

All

Cadillac

XTS

2018 - 2019

All

All

All

All

GMC

Terrain

2018

All

All

All

All

Involved
Region or North America
Country
Additional
IOS, IOU, IOT
RPO
In very rare occurrences a customer may comment that Sirius XM Favorites continue to grey out after
radio software version 22.9 was installed to correct that condition per TSB 19-NA-249. Some customers
may also comment that in addition to greyed Sirius XM Favorites persisting that the radio displays
Condition: Favorite Unavailable when selecting a greyed Favorite, or that there is a long delay at startup, or that
the radio displays" XM Tuner Initializing" or "Tuner Unavailable" messages brie y, or that changing
Audio sources are not available during this startup event. Changing to other modes such as Nav,
Climate Control, or Phone, etc. still function. The radio may still be playing audio when this is occurring.
Cause:
Engineering is investigating possible causes for this condition.

Correction:
Until engineering can identify root cause, there are things that can be done which may correct the condition or
reduce the frequency of occurrence.
Caution: If the radio software update is necessary, it is critical to ensure doors remain latched closed during the
USB programming event.
1. Verify the radio software version. If the radio is not on software version 22.9 then this bulletin does not apply. A
radio software update may be necessary. Refer to A11 Radio: Programming and Setup in SI to update the
software via USB and re-evaluate the condition.
2. Perform the following steps. Proceed to the next step until the condition is improved:
- Perform a Sirius XM Signal Refresh via: https://care.siriusxm.com/retailrefresh_view.action#/refreshradio
- Re-evaluate Favorites operation.
Note: After deleting and resaving Favorites, it may take several seconds (depending on number of stored
Favorites) for the Tuner to initialize before Favorites are not gray. The following steps must be done for all User
Pro les, including Guest.
3. If the SXM signal refresh did not work, record every Favorite then try deleting all Favorites. This must be done
for all User Pro les, including Guest. There are three methods of deleting Favorites, all three should be attempted
if the previous method did not solve the issue:
- Rewrite/resave the Favorite –

- Direct tune to another SXM station (not the current Favorite channel) and save a di erent SXM station over the
old one.
- After all Favorites are rewritten, turn the ignition o and disable retained accessory power (RAP) for 3+ minutes.
- Turn ignition on and save Favorites.
- Turn ignition o and disable RAP again for 3+ minutes.
- Turn Ignition on and re-evaluate. It may take several seconds (depending on number of stored Favorites) for
the Tuner to initialize before Favorites are not gray.
4. Delete Favorites individually –
- Go into Settings > Apps tab > Audio > Manage Favorites to individually delete every Favorite.
- After all are deleted turn the ignition o and disable RAP for 3+ minutes.
- Turn ignition on and save Favorites.
- Turn ignition o and disable RAP again for 3+ minutes.
- Turn Ignition on and re-evaluate. It may take several seconds (depending on number of stored Favorites) for
the Tuner to initialize before Favorites are not gray.
5 Return to Factory Defaults, reset all three options.
- After all options are reset, turn the ignition o and disable RAP for 3+ minutes.
- Turn ignition on and save Favorites.
- Turn ignition o and disable RAP again for 3+ minutes.
- Turn Ignition on and re-evaluate. It may take several seconds (depending on number of stored Favorites) for
the Tuner to initialize before Favorites are not gray.
6. If more than 25 SXM Favorites are stored in any User Pro le, suggest that the customer use less than 25 SXM
Favorites for now. Engineering is investigating the condition to understand why a small number of vehicles
continue to experience greyed Favorites after radio software version 22.9 has been installed.
This PI will be replaced with a service bulletin once a permanent correction is released.

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
3486988

Description
Greyed SXM Favorites after 22.9 installed

Version History
Version
Modi ed

1
02/05/2020 - Created on.

© 2020 General Motors. All Rights Reserved.

Labor Time
0.7 Hr.