Classification:

Reference:

AN21-004B

Date:

NTB21-038B

February 10, 2023

DIAGNOSING SOFTWARE VS. HARDWARE AV ISSUES
This bulletin has been amended. See AMENDMENT HISTORY on the last page.
Please discard previous versions of this bulletin.

APPLIED VEHICLES:
APPLIED SYSTEMS:

All Nissan vehicles
Infotainment

SERVICE INFORMATION
When diagnosing audio visual infotainment issues, confirming whether the issue is software
or hardware based can be difficult to determine. To help the diagnostic process, a
comparison of hardware vs. software issues and recommended resolutions has been
provided in TABLE 1 on page 2.
In most cases, replacing an AV unit that has a software concern with the same level part
will not correct the issue. First, check ASIST for the latest related bulletins, and use the
correct software package or Over The Air (OTA) updates, if available.

HINT:


As of the publication date of this bulletin, global shortages of raw materials have
resulted in a very limited supply of AV units. Do not replace an AV unit unless it is
absolutely necessary.



Refer to the 2021 February-March Tech Talk article “Hardware vs. Software” for
additional information.

Nissan Bulletins are intended for use by qualified technicians, not 'do-it-yourselfers'. Qualified technicians are
properly trained individuals who have the equipment, tools, safety instruction, and know-how to do a job
properly and safely. NOTE: If you believe that a described condition may apply to a particular vehicle, DO
NOT assume that it does. See your Nissan dealer to determine if this applies to your vehicle.

1/3

Software vs. Hardware Issues
HINT: For all AV unit concerns, the Bluetooth Device Compatibility web page should be
consulted first to confirm the customer’s phone is compatible with the vehicle.
https://www.nissanusa.com/connect/bluetooth/device-compatibility.html

TABLE 1

Software Issues

Example
Conditions

Duplication

Known Good
Vehicle
Comparison

 Intermittently freezes/reboots

 Constant blank screen

 Issues that are triggered
when a specific sequence
of events occurs

 Continuous rebooting

 Usually difficult to duplicate

 Typically easy to duplicate

 Typically no DTCs

 Sometimes DTCs present

 Buttons inoperative

 Note any steps for
duplication
 Happens in all vehicles

 Only happens in incident
vehicle

 Check configuration is
correct

 Check configuration

 Check for applicable bulletins
 Confirm software version is
latest (refer to bulletins)
What to Check

Hardware Issues

 Check connections
 Check power and ground

 Frequency that issue
occurs
 Conditions when issue
occurs, for example:
- Cold start
- After driving XX hours

Software update required
Recommendation

Parts replacement not
recommended

2/3

Replace parts

NTB21-038B

AMENDMENT HISTORY
PUBLISHED DATE

REFERENCE

DESCRIPTION

May 7, 2021

NTB21-038

September 17, 2021

NTB21-038A

Bluetooth Device Compatibility information
added to page 2

February 10, 2023

NTB21-038B

Publication date revised to include the latest
models and model years

Original bulletin published

3/3

NTB21-038B