Bulletin No.: PIC6410A
Published date: 09/28/2020

Preliminary Information
PIC6410A Rear Seat Infotainment Poor, Distorted Image Will Not
Play on Front Screen in Park After Radio Software Update
Models
Brand:

Model: Model Years:

VIN:
from

to

Engine: Transmissions:

Cadillac CT6

2019

All VINs starting with LSG

All VINs starting with LSG

All

All

Cadillac CT6

2019 - 2020

All VINs starting with 1G6 All VINs starting with 1G6

All

All

Involved
Region or
Country
Addition
Options
(RPO)

North America, US, Canada, Mexico, Russia, Middle East, Israel, Japan, South Korea, Europe, U.K., and
China
Equipped with Rear Seat Infotainment (RPO UWG)
After radio software is updated to version V807, the rear seat infotainment (RSI) system (RPO UWG)
front display screen will show a black screen and/or a poor distorted image while playing rear video
to the front while in park

Condition

Cause

This may be caused by a software anomaly in radio software version V807.

Correction:
Engineering is working on a new software version to solve this issue. As a temporary workaround, an older
software version is still available until the next one can be released. Customer review and acceptance is required
before installing older software.

Service Procedure
IMPORTANT: This condition does NOT involve any concern with rear displays. Do NOT attempt to apply this
solution for ANY rear display issue.
Note: Dealers must review the issues that customers may experience if choosing to revert to an older software
version. Some conditions may occur frequently and could cause undesired operation and a poor user experience.
1. Review with the customer what xes and improvements (listed below) were provided in V807 and allow the
customer to make the decision to either:
Accept that engineering will release a x in the future for this front display playback issue and remain on
the current radio version (highly Recommended); or
Accept those issues that may be caused by using an older software version and have an older software
version installed. Customers must understand that any of the conditions below can occur repeatedly and
may cause undesired operation of their related system(s).
Customers may experience any combination of the following conditions if they choose to stay on an older
software version that allows RSI system playback on the front display while in Park. Updates were made in
the following areas: HVAC, Bluetooth, and general system improvements. Most notable improvements
included:
Previously paired Bluetooth device does not auto-connect.
SD Card Error code 0x40000
SD Card Removed message when card has not been removed
Last vehicle position is incorrect until vehicle begins moving
Climate O displayed on Climate app/page, fan speed greyed out, temperature selected does not
match user setting
Vehicle position may not update on maps or while in a tunnel (China)
Correct translation of Teen Driver Mode to My Driving Coach (Korea)
Unable to use speci c point-of-interest (POI) voice recognition commands (Korea)
Blank or static/scrambled screen
If the customer chooses to remain on V807 until the next update, then no further action is necessary. A
bulletin will be released once new software is available.
If the customer understands and accepts the possibility that they may experience any combination of the
above listed items and still wants to have front display playback in lieu of the above improvements, proceed
to step 2.
Note: With exception to the special process below, a normal Techline Connect (TLC) or TIS2Web USB dealer
reprogramming event, or an over-the-air (OTA) radio update will still allow the V807 or later software version to
be installed. You must follow step 2 below to get the older software version. This PI will be deleted, and this
special process cancelled once a new radio software version becomes available.
2. Reprogram the A11 radio following instructions that TCSC will provide. Contact the Techline Customer
Support Center (TCSC) at 1-800-828-6860 (English) or 1-800-503-3222 (French) for a VCI number and
programming instructions.
Caution: Before downloading the update les, be sure the computer is connected to the internet through a
network cable (hardwired). DO NOT DOWNLOAD or install the les wirelessly. If there is an interruption during
programming, programming failure or control module damage may occur.
Important: 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 uctuation, 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, etc.
• Clear DTCs after programming is complete. Clearing powertrain DTCs will set the Inspection/Maintenance (I/M)
system status indicators to NO.

Important: 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: 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.
3. Record SPS Warranty Claim Code on job card for warranty transaction submission.

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
3487018
3487028

Description
**Revert Radio USB Software for RSI Front Display Operation
No Repair Performed -Reviewed Options with Customer

Labor Time
0.3 Hr.
0.3 Hr.

*This is a unique Labor Operation for Bulletin use only.
Important: **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. 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 History
Version
Modi ed

2
03/23/2020 - Created on
08/03/2020 - Updated to add pictures.

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