Bulletin No.: PIT5737B
Published date: 07/9/2020

Preliminary Information
PIT5737B Loss of Sirius XM Audio Until XM Channel Change
Models
Brand:

Model:

VIN:

Model Years:

from

Engine:

to

Transmissions:

Buick

Enclave

2020

All

All

All

All

Buick

Encore

2020

All

All

All

All

Cadillac

XT4

2020

All

All

All

All

Cadillac

XT5

2020

All

All

All

All

Cadillac

XT6

2020

All

All

All

All

Chevrolet

Blazer

2020

All

All

All

All

Chevrolet

Camaro

2020

All

All

All

All

Chevrolet

Silverado

2020

All

All

All

All

Chevrolet

Traverse

2020

All

All

All

All

GMC

Acadia

2020

All

All

All

All

GMC

Sierra

2020

All

All

All

All

Involved Region or Country North America
Additional Options (RPO)

Condition

IOS, IOT, or IOU with U2K
Certain vehicles built with a radio that supports Sirius XM (SXM) new 360L experience which includes both satellite (SAT)and
internet (IP) channels may brie y play SXM audio for up to 3 seconds then lose SXM audio. This condition may happen
atstartup or when switching from another audio source to SXM. Sirius XM audio can be restored by switching to any other
SXMchannel and will remain functional for the remainder of the drive cycle.
This may be caused by a Sirius XM software anomaly related to Sirius XM service plans that do not include SXM’s internet
services (example: Mostly Music service plan).

Cause

Correction:
Contact Sirius XM Dealer Support team for assistance.

Service Procedure
To visually identify if the radio may be involved, switch to the Audio page and select SXM as the Source and look for the “Related” button. When in SXM
mode, radios that support the SXM IP channels have a “Related” button on the screen.

1. When changing to SXM from another source (AM, FM, etc.) audio will play for a few seconds and stop. It will not return until the user changes to
another SXM channel. This happens 100% of the time when mode changes to SXM are made.
2. Additionally, it was found that if in SXM mode when the vehicle is turned o , on the next power up into SXM mode, the same issue will occur (audio
will stop after 2-3 seconds forcing the user to tune away and back).
Speci cally, the issues listed are only seen when customers have elected to purchase a SXM service plan that does not include SXM’s internet services
(example: Mostly Music service plan).
Note: Do NOT replace parts for these conditions.

Sirius XM can assist in resolving the issue. Sirius XM is making a change in their system that can help
these affected radios. Please call the SXM Dealer Support team using one of the phone numbers below:
Important: Canada dealers cannot call on behalf of their customers. Due to Sirius XM customer privacy
policies specific to Canada, a customer’s account cannot be discussed with a technician.

Canada dealers: Due to Sirius XM Customer Privacy policies please provide a copy of this document to
the customer and direct them to call Sirius XM Technical Support at (888) 539-7474 and request the
SXM agent refer to article number 1734.
United States dealers: (800) 852-9696. Request the SXM agent refer to article number ASC# 9537.
This will directly reference this issue in their system and allow the Sirius XM team to discuss next steps.

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
3487038

Description

Labor Time

Contact Sirius XM Dealer Support
*This is a unique Labor Operation for Bulletin use only.

Version History
Version
Modi ed

3
04/02/2020 - Created on.
05/14/2020 - Updated to add Canada contact info
07/09/2020 - Updated to add Canada handling info

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