GLOBAL SAFETY FIELD INVESTIGATIONS
DCS5651
URGENT - DISTRIBUTE IMMEDIATELY
Date:

January 19, 2021

Subject: N202316130 - Service Update
OnStar Emergency Low Volume Calibration
Models: 2021 Cadillac Escalade
2021 Cadillac Escalade ESV
Equipped with Cadillac User Experience (RPO IOV)
To:

All General Motors Dealers

General Motors is releasing Service Update N202316130 today. The total
number of U.S. vehicles involved is approximately 4,650. Please see the
attached bulletin for details.
Global Warranty Management (GWM)
The Required Field Action section on the Investigate Vehicle History (IVH) screen will
be updated January 20, 2021 or sooner. A list of involved vehicles in dealer new
inventory is attached to this message. Please hold all warranty transactions until IVH
has been updated.
END OF MESSAGE
GLOBAL SAFETY FIELD INVESTIGATIONS

Service Update
N202316130 OnStar Emergency Low Volume Calibration
Release Date:
Attention:

January 2021

Revision:

00

This service update includes vehicles in dealer inventory and customer vehicles that return to the
dealership for any reason. This bulletin will expire at the end of the involved vehicle’s New Vehicle Limited
Warranty period.

Make

Model
Escalade
Escalade ESV

Cadillac

Model Year
From
To

RPO

Description

2021

IOV

Cadillac User Experience

2021

Involved vehicles are marked “open” on the Investigate Vehicle History screen in GM Global Warranty Management
system. This site should always be checked to confirm vehicle involvement prior to beginning any required inspections
and/or repairs.
Condition

Correction

Certain 2021 model year Cadillac Escalade and Escalade ESV vehicles, equipped with the Cadillac User
Experience infotainment system may have a condition where, during a secondary or backup emergency
call, customers might complain it is difficult to hear the OnStar advisor. A volume boost calibration for
emergency calls was incorrectly set to 0 instead of +16 as expected. This results in the secondary call
being 10 db below requirement.
Dealers will reprogram the radio with the latest calibrations.

Parts
No parts are required for this repair.
Warranty Information
Labor
Operation
9105387*
9105388*

Description
Verified Module Software or Calibration Level: Module Is
Programmed with Same Level Software or Calibration
Radio Reprogramming with SPS

Labor
Time
0.2

Trans.
Type

Net
Item

ZFAT

N/A

0.3

Important: * To avoid warranty transaction rejections, carefully read and follow the instructions below:
•

The Warranty Claim Code must be accurately entered in the “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
“Warranty Claim Code field of the transaction, otherwise the transaction will reject. It is best practice to enter
the FINAL code provided by SPS/SPS2.

Warranty Claim Code Information Retrieval
If the Warranty Claim Code was not recorded on the Job Card, the code can be retrieved in the SPS system as follows:
1.
2.
3.
4.

Open TLC/TIS on the computer used to program the vehicle.
Select and start SPS/SPS2.
Select Settings.
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.
Service Procedure
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.
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.

Copyright 2021 General Motors. All Rights Reserved.

Page 1 of 5

Service Update
N202316130 OnStar Emergency Low Volume Calibration
•

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

•

Ensure the ignition is turned OFF, load on the vehicle’s battery such as; interior lights, exterior lights (including
daytime running lights), HVAC, etc. may affect the download process.

•

Please verify that the radio time and date are set correctly before inserting USB drive into vehicle for programming,
otherwise an error will result.

•

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

5644477

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Service Update
N202316130 OnStar Emergency Low Volume Calibration

5431207

Important: Techline Connect and TIS2WEB screens shown above.
Important: If the same calibration/software warning is noted on the TLC or SPS Summary 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: When programming a module in GM’s new Vehicle Intelligence Platform, or VIP, the power mode (ignition)
needs to be off or errors may occur. This involves the 2020 Chevrolet Corvette, Cadillac CT5 and CT4, as well as the
upcoming full-size Chevrolet, GMC, Cadillac SUVs and Buick Envision. Serial Data Message Authentication also
needs to have the ignition off.
1.

Reprogram the radio. Refer to A11 Radio: Programming and Setup in SI.

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Service Update
N202316130 OnStar Emergency Low Volume Calibration

5644478

5431209

Note: The screenshots above are an example of module programming and may not be indicative of the specific
module that is being programmed. Module selection and VIN information have been blacked out.
Important: To avoid warranty transaction rejections, you MUST record the warranty claim code provided on the
Warranty Claim Code (WCC) screen shown above on the job card. Refer to callout 1 above for the location of the
WCC on the screen.
2.

Record SPS Warranty Claim Code on job card for warranty transaction submission.
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Service Update
N202316130 OnStar Emergency Low Volume Calibration
Dealer Responsibility
Whenever a vehicle subject to this service update enters your vehicle inventory or is in your facility for service in the
future, and the vehicle is still covered under the New Vehicle Limited Warranty, you must take the steps necessary to be
sure the service update correction has been made before selling or releasing the vehicle.
All new, used, GM Certified Used, courtesy transportation vehicles, dealer shuttle vehicles, etc. in dealers' possession
and subject to this bulletin must be held and inspected/repaired per the service procedure of this bulletin before customers
take possession of these vehicles. Involved vehicles must be held and not delivered to customers, dealer-traded,
released to auction, used for demonstration, or any other purpose.
All GM Certified Used vehicles currently in the dealers’ inventory within the Certified Pre-Owned Inventory System
(CPOIS) will be de-certified and must be held and remedied per the service procedure in this bulletin. Upon submitting
an accepted/paid warranty transaction in the Global Warranty Management (GWM) system, the vehicle can be re-certified
for sale within the CPOIS system, or once again be used in the CTP program.
Dealer Reports
The Inventory tab of the Open Vehicle Report will contain Service Update Bulletin VINs that apply to this field action.
This information is intended to assist dealers with the PROMPT COMPLETION of these vehicles. The Customer InService tab will not contain Service Update Bulletin VIN data because the intent of a Service Update Bulletin is to not
inconvenience a customer with a special trip for service. Service Update Bulletins are to be completed when the
customer is in for a regularly scheduled visit.

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 tools, equipment, 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 dealer for information on whether your
vehicle may benefit from the information.

We Support
Voluntary Technician
Certification
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