Wireless Phone Projection Audio Cuts Out Every 10 Seconds on New/Unsold Vehicles – 2021 Buick Cadillac Chevrolet GMC

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Copyright 2020 General Motors LLC. All Rights Reserved.
Service Bulletin Bulletin No.: 20-NA-160
Date: October, 2020
INFORMATION
Subject: Normal Characteristic – Wireless Phone Projection Audio Cuts Out Every 10 Seconds
on New/Unsold Vehicles
Brand: Model:
Model Year: VIN:
Engine: Transmission:
from to from to
Buick Encore GX
(VIN M)
2021 2021 — — All All
Cadillac
CT5
Escalade
XT4
XT5
XT6
Chevrolet
Blazer
Colorado
Malibu
Silverado
1500
Silverado
2500/3500
Suburban
Tahoe
GMC
Acadia
Canyon
Sierra 1500
Sierra
2500/3500
Yukon
Yukon XL
Page 2 October, 2020 Bulletin No.: 20-NA-160
Involved Region or Country North America, Middle East, Russia, Israel, Palestine, Chile, Colombia, Ecuador, Peru,
Japan, Cadillac Korea (South Korea), GM Korea Company, Thailand
Additional Options (RPOs) Equipped with PPW and IOR, IOS, IOU, IOT or IOV
Condition
Some dealers and potential customers may comment that while operating a new, unsold
vehicle (ex: test drive) and using wireless phone projection (Android Auto or Apple
CarPlay), they experience the streaming audio volume cut out, blip, or mute for up to
300ms. This occurs consistently every 10 seconds while using wireless phone projection.
This condition is easily reproducible and will only occur while using wireless phone
projection. If wireless phone projection is connected, but another audio source is playing
(AM/FM/SXM), the audio plays without interruption. This audio cut out every 10 seconds
only occurs while streaming audio through wireless projection.
Cause
The cause of condition may be the OnStar® (IOR-equipped vehicles) or Radio (IOS, IOU,
IOT, or IOV equipped vehicles) being in Demo mode.
While in Demo mode, the radio is actively seeking a wireless / WiFi internet connection to
check for any applicable over the air (OTA) updates. Wireless projection also uses the
vehicle’s WiFi antenna and this audio cut out is a result of the WiFi system checking for
new access points.
Correction
This is normal, inherent behavior of the new, unsold vehicle and does not indicate any
malfunction of the infotainment system.
Once a new, unsold vehicle is sold, OnStar or radio is taken out of demo mode and the
condition will cease.
Service Procedure
Note: OnStar demo mode is NOT the same as Demo
mode that is displayed in the radio at startup.
Setting up the customer’s OnStar account, or having
the customer decline Terms and Conditions are the only
ways to take the OnStar system out of demo mode.
Refer to Radio/Audio System Description and
Operation in SI for more information on Radio
demo mode.
1. Verify the condition only occurs while streaming
audio via wireless projection and that it occurs
consistently every 10 seconds.
2. Press the OnStar button to confirm the OnStar
system is still in demo mode.
This bulletin does NOTapply if any of the following
are true:
• If the condition is intermittent in nature
• If the vehicle has already been sold, delivered, or
is pre-owned
• If the condition occurs on sources other than
wireless projection
If any of the above bullet points are true, then refer to
published diagnostics in SI for additional diagnostic
information based on the condition being experienced.
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
Description Labor Time
3487098* Verify OnStar Demo Mode
Audio Cutout
0.3 hr
*This is a unique Labor Operation for bulletin use only.
Version 3
Modified Released August 13, 2020
September 10, 2020 – Added Buick, Cadillac, Chevrolet and GMC Models, updated
Cause, Correction and Service Procedure Sections.
October 16, 2020 – Added Cadillac CT5, XT4, Chevrolet Malibu, Silverado, GMC Sierra
Models and RPO IOV to the Additional Options (RPOs) section.
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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