Unable to Access Apps and Remote Personalization Features in the Radio – 2021 Chevrolet Silverado & GMC Sierra

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Service Bulletin Bulletin No.: 20-NA-221
Date: December, 2020
TECHNICAL
Subject: Unable to Access Apps and Remote Personalization Features in the Radio
This bulletin replaces PIT5793A. Please discard all previous copies of PIT5793.
Brand: Model:
Model Year: Breakpoint Dates: Engine: Transmission:
from to from to
Chevrolet Silverado 1500 2021 2021
SOP
Silao
December 4, 2020
Fort Wayne
December 14, 2020
GMC Sierra 1500 2021 2021
Involved Region or Country United States and Canada
Additional Options (RPOs) Equipped with IOS, IOU, or IOT
Condition
Some customers may comment of any or all of the following symptoms:
• Unable to accept Terms and Conditions.
• Unable to access AppShop or install apps in the radio.
• Information within the OnStar app on the radio could be missing or incorrect.
• Unable to create or log into User Profiles.
• Connected Navigation (live traffic, etc.) is not functioning (base navigation functions
correctly).
• Unable to install apps through myChevrolet/myGMC mobile apps.
• Radio is unable to connect, or drops connection, with external WIFI connection.
Cause The cause of the condition may be a calibration anomaly.
Correction Reprogram the A11 radio calibrations.
Service Procedure
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 12 V jumper or booster pack
disconnected from the AC voltage supply. DO
NOT connect a battery charger.
• Ensure the ignition is turned OFF, load on the
vehicle’s battery such as; interior lights, exterior
lights (including daytime running lights), HVAC,
etc. may affect the download process.
• Please verify that the radio time and date are set
correctly before inserting USB drive into vehicle
for programming, otherwise an error will result.
• Clear DTCs after programming is complete.
Clearing powertrain DTCs will set the Inspection/
Maintenance (I/M) system status indicators to NO.
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Bulletin No.: 20-NA-221 December, 2020 Page 3
Important: Techline Connect and TIS2WEB screens
shown above.
Important: If the Same Calibration/Software Warning
is noted on the TLC or SPS Summary screen, select
OK and follow on-screen instructions. The system will
generate a warranty claim code (WCC) for
documentation purposes only. Perform service
information (SI) diagnostics to determine the cause of
the condition. Use the applicable labor operation code
when submitting a warranty claim. Do NOT use the
WCC with the warranty claim submission.
Important: When programming a module in GM’s new
Vehicle Intelligence Platform, or VIP, the power mode
(ignition) needs to be off or errors may occur. This
involves the 2020 Chevrolet Corvette, Cadillac CT5 and
CT4, as well as the upcoming full-size Chevrolet, GMC,
Cadillac SUVs and Buick Envision. Serial Data
Message Authentication also needs to have the
ignition off.
Do NOT replace parts for this condition.
1. Reprogram the A11 Radio. Refer to A11 Radio:
Programming and Setup in SI.
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Note: The screenshots above are an example of
module programming and may not be indicative of the
specific module that is being programmed. Module
selection and VIN information have been blacked out.
Important: To avoid warranty transaction rejections,
you MUST record the warranty claim code provided on
the SPS Warranty Claim Code (WCC) screen shown
above on the job card. Refer to callout 1 above for the
location of the WCC on the SPS screen
2. Record SPS Warranty Claim Code on job card for
warranty transaction submission.
Bulletin No.: 20-NA-221 December, 2020 Page 5
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
*2887068 Reprogram Radio for Appshop calibration 0.3 hr
*This is a unique Labor Operation for Bulletin use only.
Important: **To avoid warranty transaction rejections, carefully read and follow the instructions below:
• The 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/SPS2.
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 TLC/TIS on the computer used to program
the vehicle.
2. Select and start SPS/SPS2.
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 1
Modified Released December 14, 2020

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