Service Bulletin

Bulletin No.:

23-NA-125

Date:

July, 2023

INFORMATION
Subject:
Brand:

Over The Air (OTA) and In Market Enhancement (IME) FAQs
Model:

All GM Passenger Cars and Trucks

Involved Region or Country

Model Year:
to

from

to

2017

2024

—

—

Engine:

Transmission:

—

—

North America

Important: Service agents must comply with all
International, Federal, State, Provincial, and/or
Local laws applicable to the activities it performs
under this bulletin, including but not limited to
handling, deploying, preparing, classifying,
packaging, marking, labeling, and shipping
dangerous goods. In the event of a conflict between
the procedures set forth in this bulletin and the
laws that apply to your dealership, you must follow
those applicable laws.

OTA Overview and Requirements
What are Over-the-Air (OTA) Vehicle Software
Updates?
Vehicle software update technology allows specific
software updates for certain vehicle components to be
downloaded and installed over a wireless connection.
This technology provides a convenient way to update
your vehicle with the latest available software.
How often are OTAs sent to vehicles?
OTA updates are sent in fixed quarterly updates.
The update can be declined or delayed by the customer
or may fail to install if requirements are not met. In any
of these cases, the customer can always proceed with
the install at any time once requirements are met.
What are the requirements before an OTA update
can begin?
1. A strong signal and network connectivity, which
can be accessed through the vehicle's built-in
OnStar 4G LTE connection (Basic Connected or
paid plan) or a secure wi-fi hotspot network.
2. Customer must have accepted the connected
vehicle user terms and privacy statement (TCPS)
for that vehicle on the radio.
3. OTA update will be sent to the customer’s vehicle
when ready to install.

Copyright 2023 General Motors LLC. All Rights Reserved.

VIN:

from

4. Vehicle must be in PARK and will have to accept
Install 2 times; one when vehicle is put into PARK,
and another when the vehicle is shut OFF.
5. Vehicle software updates can only occur if vehicle
conditions are adequate. 12V battery state of
charge above 70% state of charge (SOC) and
ambient temperature above 14°F (-10°C).
Important: It is necessary to remove all external
devices that can cause an OTA to not appear or fail to
download. Aftermarket devices that plug into a vehicle's
OBD Data link Connector may include insurance
dongles, cameras etc.
How do I know if my vehicle is eligible for OTA
updates?
OTA updates are available on model year 2020 and
newer vehicles.
On the vehicle's infotainment screen, check for pending
OTA updates under "Settings ". Pathway can vary by
vehicle:
• Settings>Updates>Check for Updates
• Settings > System > Vehicle Software > Updates
• Settings > Software Information > System Update
If the customer sees these options, their vehicle
supports OTA Vehicle Software Updates.
Is a paid 4G Wi-Fi data plan required to get an OTA
Software Update?
No. OTA can work if the vehicle has an active
Connected Services or Basic plan, which has internet
connectivity built into the vehicle.
OTA will NOT work if the Vehicle or Unit is Disabled or
Cancelled.
Can the Customer connect their vehicle to another
Wi-Fi hotspot to get OTA Updates?
Yes, a secure Wi-Fi connection can be used, and data
rates may apply.

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July, 2023

What happens if the vehicle does not have an active
OnStar service plan?
If the vehicle does NOT have an active OnStar service
plan or Basic Plan, it would not be enrolled into an OTA
software update campaign. An active service plan is
required to receive an update.
How does General Motors prevent third parties
from connecting with a customer’s vehicle for OTA
updates?
GM has a record of all OTA software updates with
unique identifiers for each update, and can help confirm
that the update the customer is seeing is the one we
have sent to the vehicle.
General Motors takes the security of its vehicles very
seriously and has systems and procedures in place to
help prevent unauthorized third parties from connecting
to GM vehicles.
To let us know of specific concern or for more
information, the customer can contact GM's Privacy
Manager at [email protected].

OTA Download & Install Process
What is the difference between OTA Download vs
Install?
Download: Comes before the install. Downloads
compatible software to be installed. Requires network
connectivity and is not visible to the driver.
Install: Comes after the download. Installs the actual
content of the OTA update. Requires connectivity and
consent by the customer to begin.
Can the customer use their vehicle while the
software is being downloaded? (Not installed)
Yes. The pre-install download occurs in the background
and is not visible to the driver.
The download will automatically pause and resume if
the customer turns their vehicle OFF or loses network
connectivity during the download.
What happens during the OTA install?
Once the Install begins, the vehicle will be disabled and
cannot be driven, and features like door locks, windows
and chimes may not work.
• Customer is encouraged to exit the vehicle before
the update starts.
Customer has 60 seconds to turn vehicle ignition OFF
before OTA update starts.
• Install will not start until ignition is OFF.
• If you leave your vehicle during an update, close
your windows, and lock your doors. Ensure there
are no occupants inside.
The infotainment screen may stay ON for the entire
duration of the install, even after ignition turned OFF
and/or door is opened
• If screen does shut OFF, the OTA will still continue
installing until complete.
• You may also notice one or more system resets
during an installation process. Keep vehicle
ignition OFF until OTA install is complete before
re-starting. Install may take up to 20 minutes.
Can the Customer use their vehicle while the
software is being downloaded or installed?

Bulletin No.: 23-NA-125

During the software download, you can continue to use
your vehicle normally. The download will automatically
pause and resume if you turn your vehicle OFF or lose
network connectivity during the download (e.g., if you
pull into a parking garage).
During the installation, the vehicle will be disabled and
cannot be driven for most updates, meaning most
vehicle features cannot be used.
What if there is a failure, no crank or dead battery
during download or install?
Refer to Bulletin number PIT5966 and contact TAC by
creating a DCM case and reference this PI number in
the TAC case along with any other pertinent information
including the previously recorded campaign number.
For Canada dealership call TAC to create a TAC case.
Important: If the vehicle does not power up or start
once the battery is charged, then the PIT5966
procedure does not apply and perform normal SI
Diagnostics.
How long will an OTA Vehicle Software Install take?
Vehicle software update installation times will vary
depending on the size of the update and the wireless
signal strength.
Generally, software installation is expected to take 20
minutes or less. The update will not use the customers
personal data. The in-vehicle notice will provide the
estimated time that the installation will take to
complete.
How can I check on the progress of a vehicle
software download or installation?
On the vehicle's infotainment screen, check for
progress on an ongoing OTA install or any pending
OTA updates under "Settings ". Pathway can vary by
vehicle:
• Settings>Updates>Check for Updates
• Settings > System > Vehicle Software > Updates
• Settings > Software Information > System Update
Can install be cancelled once install has started?
No, there is no option to cancel or override the
installation once started. Therefore, customers are
presented with the option to "Download/Install " or wait
for a more convenient time using the "Remind Me Later
" or "Schedule " (if available) options; or they can exit
the vehicle.
What happens if vehicle restarted before OTA
install is complete?
If vehicle is restarted too early, OTA message will
re-appear on screen when vehicle PARKED, and the
customer will have to restart OTA download.
Will the Customer lose any of their vehicle settings
after an OTA update?
In some limited cases, certain vehicle settings may be
reset as a part of the software update process.
In those cases, communications regarding the update
will include information regarding the involved settings,
including relevant instructions for how to re-establish
the settings.
What if the customer Declined or did NOT accept
the OTA?

Bulletin No.: 23-NA-125

July, 2023

Page 3

Did Not Accept – If the customer did not Accept or
Ignored the update, the update will prompt again on
future ignition cycles or next time vehicle is in park.
Declined – If the customer accidentally Declined –
Dealership will need to create a TAC case stating
customer accidentally declined update to resend the
update to the vehicle. Inform the customer they will
receive a call back when their case is resolved, but they
may see the update.

OTA Communications
Will the customer receive any emails or other
communications about OTA updates?
Communications such as physical letters, email and
in-vehicle notifications may be sent as appropriate and
required for the specific software update. Customer will
be notified in their vehicle via the infotainment screen
and can select "Learn more " on the update screen
when offered. This will provide update release notes
about the improvements included in the update.
Can a customer tell if the update is critical or not?
All updates are considered important, and the customer
is encouraged to install them all. There will not be a
way to tell the update type.
Can a customer also receive the vehicle software
update from their dealer?
Yes. Vehicle software updates for select model year
2020 and newer vehicles can be performed by your
servicing dealer and are also available to independent
service centers. As always, if you have any questions
or concerns about a vehicle software update, you may
contact your servicing dealer for assistance.
Why are OTA alerts appearing on phone?
Mobile notifications may occur for certain In-Market
Enhancements (IME) & OTA notifications via push
notification and the MyBrand app.
Differences between In Market Enhancement (IME)
vs regular Over the air (OTA)?
OTA:
• Triggered by fixed-date quarterly updates
• Vehicle must be parked/IGN OFF to install
• May get alerts on mobile device before, during &
after install
IME:
• Triggered by customer after purchase of the IME
feature
• May still require fixed-date OTA quarterly update
• May get alerts on mobile device before, during &
after install
• Vehicle may not be immobilized during install
depending on feature
Version

1

Modified

Released July 12, 2023

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

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