Favorites Grayed Out or Unavailable At Times – 2018-2020 Buick Cadillac GMC

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Service B n
Bulletin No.: 19-NA-249
Date: June, 2020

TECHNICAL
Subject: Radio Favorites Grayed Out or Unavailable at Times

This bulletin replaces PIC6340B and PIC6402B. Please discard all previous copies of PIC6340 and
PIC6402.

Brand:

Buick Cadillac GMC

Model:

Regal ATS CTS XTS
Terrain
Model Year:
from to
2018 2020
2018 2019
2018 2019
2018 2019
2018 2018
VIN:
from to

— —

Engine:

All

Transmission:

All

Involved Region or Country Additional Options (RPOs)

Condition

Cause Correction

North America
Sirius XM Radio (U2K) and Infotainment System (IOS or IOT or IOU)
Some customers may comment that after the radio software was updated to 22.8, certain Sirius XM,
AM, or FM Favorites may be grayed out at times. Attempting to select that Favorite may result in a
message that it is currently unavailable. The Favorite may be saved again and work briefly but
could grey out and show Favorite Unavailable again later.
The cause of the condition may be a software anomaly. Reprogram radio software via USB to 22.10 or
greater.
Service Procedure

Note: This condition applies to radios that have received the 22.8 or 22.9 software update ONLY.
For Cadillac or GMC vehicles on 20.11 (and Buick models with 21.175) or lower, follow published
Service Bulletin 19-NA-100 and its associated Warranty Information section.
1. Determine the radio software version. Select Home, Settings, About, Build Number.
• 2018-2019 Model Year Vehicles on radio software version 21.175 or less – Refer to Service
Bulletin 19-NA-100 and its associated Warranty Information section.
• 2018-2020 Model Year Vehicles on radio software version 22.8 or 22.9 – Proceed to step 2.
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.
• 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 12V 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: TIS2WEB screen shown. Techline Connect screen is similar and will be included soon.
Important: Be sure to keep the vehicle doors closed prior to beginning, and during, the USB
programming event.
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 Information section of this bulletin.
Important: Be sure to keep the vehicle doors closed prior to beginning, and during, the USB
programming event.

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Tip: Tripping the door latch to closed status with the door open will allow exit of the vehicle
during the programming process. Do NOT open the latch until programming is complete.
2. Reprogram the radio software via the USB to version 22.10 or greater. Refer to A11 Radio:
Programming and Setup in SI.
3. Once the USB software update has completed, you MUST verify the following operations:
3.1. At ignition on, verify that the radio displays the proper brand splash animation.
• If the incorrect splash animation is shown (e.g. Cadillac logo in a GMC vehicle), proceed to
step 3.3.
• If the correct splash animation is shown, proceed to step 3.2.

3.2. Verify audio plays and that audible warning chimes function correctly.
• If the audio is muted or chimes are not operating as expected, proceed to step 3.3.
• If the audio and chimes are operating as expected, proceed to step 4.
3.3. Determine the software version now in the radio by selecting Home> Settings> About> Build
Number. It should be 22.10 or greater.
• If 22.10 or greater, reprogram the radio using SPS programming. Refer to the appropriate A11
Radio: Programming and Setup document in SI.
• If less than 22.10, reprogram the radio using USB and SPS programming events. Refer to the
appropriate A11 Radio: Programming and Setup document in SI.

5431209
Important: TIS2WEB screen shown. Techline Connect screen is similar and will be included soon.
Note: 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.
4. Record SPS Warranty Claim Code on job card for warranty transaction submission.
5. Favorites that were grayed out prior to the installation of 22.10, or greater, may need to be
manually tuned and stored again to return their functionality.

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
2886558*

Description

Radio Module Reprogramming with SPS/USB

Labor Time

0.3 hr

*This is a unique Labor Operation for bulletin use only.
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.

Version Modified

2
Released November 04, 2019
June 25, 2020 – Added another PI reference in supersede statement, updated Involved Region or
Country section, added Additional Options (RPOs) section, added the first Important statement under
both graphics, added a Tip before step 2 and changed references of 22.9 to 22.10 in the Correction
and Service Procedure sections.
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.
WE SUPPORT VOLUNTARY TECHNICIAN
CERTIFICATION

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