Bulletin No.: PIT5966E

Service Bulletin

Date: May, 2025

PRELIMINARY INFORMATION
Subject:

OTA Failure or Download Will Not Complete

Brand:

Model:

Model Year:
from

All

All

VIN:
to

2021 - 2026

Involved Region or Country

from
All

Engine:

Transmission:

to
All

All

All

North America
Some customers may comment on any of the following complaints after an Over The Air
(OTA) update:
- The radio will remain on for up to 11 minutes after RAP is canceled.
- Loss of super cruise, “Super Cruise Unavailable”, message.
- No Crank due to a dead battery. Vehicle will start and run after the battery is charged

Condition

- Intermittently at start up the radio display may momentarily display "Important Update ...... Download Resuming". Example shown below (1).
- When checking the Vehicle Update screen, it will show OTA failure, or an OTA available that will not complete. Examples shown below (2 and 3).
Note: These messages will indicate which OTA is being downloaded examples: N222379480, N22236683, N222386380, N22236410, N22236365, N222382220.
Not all OTA campaign numbers will show up in Global Warranty under Required Field Actions.

Cause

Copyright 2025 General Motors. All Rights Reserved.

The cause of these concerns could be an OTA is stuck in a pending or download state.

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Correction
If you have a vehicle that has these symptoms, please perform the following to reset the OTA and clear the
messages:
1. Verify the battery status and if it is low or dead, then disconnect and charge the vehicle battery by accessing the
connections in the Figure below (If the IBS sensor is disconnected from the battery a 4+ hr IBS relearn will need to
be performed). Then test for a good battery and confirm the vehicle will start and run. State of charge required for
OTA updates is 70%, see 23-NA-125 for more information.

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Note: When connecting the negative battery charger lead, use a solid engine ground or the ground stud in the
engine compartment that is connected directly to the battery negative cable/terminal/post. Do NOT connect the
battery charger lead directly to the negative battery post.
Note: Ultium High Voltage “Battery Negative Cable Disconnection and Connection” see Service Information
procedure.
Note: Battery State of Charge SOC must be above 70% for the OTA to prompt the install button. If you receive a
"Conditions Not Ideal" or "Condtions Not Met" message, please refer to SI for Battery SOC% relearn process.

6944089

2. Go into vehicle Settings > Updates > Updates and History, and verify under "Vehicle Updates" that it shows an
OTA available. Record the campaign number that is shown.
Note: If "Check for Updates" or "Updates and History" is greyed out, it means there is an OTA package onboard, but
conditions are not met. See 23-NA-125 for the full list of conditions required for OTA.

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3. Move the vehicle to a location that has a known good cellular connection. Then turn the ignition off, exit the
vehicle with the key/fob, close all doors and lock the vehicle. Let the vehicle go to sleep, then reenter the vehicle and
navigate to the Settings > Updates menu and reattempt the OTA install, if possible. If OTA completes successfully,
stop here. If not, and further assistance is required, continue to step 4.
4. Contact TAC by creating a DCM case and reference this PI number PIT5966 in the TAC case along with any other
pertinent information including the previously recorded campaign number and status of the Onstar LED. Please
attach a photo of the failure screen to the case. For Canadian dealerships, please call TAC to create a case for
assistance.
5. TAC will send your VIN to the OTA diagnostics group for review. TAC will send a confirmation message back
indicating that the OTA group is reviewing your case. Allow the vehicle to remain undisturbed during this time as GM
may need to send data to the vehicle. Please allow up to 2 business hours for feedback.
6. After following direction from TAC, start the vehicle and go into vehicle settings and go into the "Vehicle Update"
Tab and select any OTA's that come up as available, examples shown below (4). NOTE: This is only an example
showing your software is up to date and the version or dates will vary. In some cases there will be an OTA to accept
and when selected it may just clear from the vehicle as the update was previously installed.
7. Next, confirm there are no excessive parasitic battery draws.
8. If no further issues are found, then before releasing the vehicle back to the customer, complete any open safety
recalls.

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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
*3487878

Description

Labor Time

Clear OTA Update
Message

.6 Hr.

* This is a unique labor operation for bulletin use only.

Version

6

Modified

12/22/2022 - Created.
01/13/2023 - Update to the Warranty Section
06/14/2023 - Update to cover all OTA failures
10/02/2023 - Updated OTA Handling process
08/30/2024 - Updated to edit admin details.
05/22/2025 - Updated to add 25 & 26 model years and update correction info and edit
admin details

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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