Mass Issue: Genesis Infotainment Driver/User Profile Settings Reset Discussion

[RBrylawski]

From what I've seen online it's a bluelink issue and it happened to a lot of cars in the Hyundai family, not just EVs.

I don't use the nav or radio so putting my settings back was not that big of a deal, but I can see how it will be very annoying for some. =(

Not just Bluelink. It was pretty much anyone with Connected Services and newer Genesis models don't have Bluelink.

 

[fika]

Not just Bluelink. It was pretty much anyone with Connected Services and newer Genesis models don't have Bluelink.

It's all the same company, just different names

 

[RBrylawski]

It's all the same company, just different names

I understand that.

 

[fika]

I understand that.

So then apply that understanding to my first post when I said "Bluelink", it applies to all Hyundai group connected services, including Genesis.

 

[RBrylawski]

I understand that. Not sure why you feel it so important to berate me over this. Geesh. I get it, OK?

 

[fika]

I understand that. Not sure why you feel it so important to berate me over this. Geesh. I get it, OK?

Not trying to berate you, you felt the need to correct me so I wanted to make sure you knew it was the same company.

I changed my post to reflect that Bluelink and Genesis Connected Services are the same. Hope that helps!

 

[RBrylawski]

OK. Let's just start over here. I don't know anything about Bluelink, so when you said it was evidently Bluelink, I suppose I did interject with Connected Services, which is all I know. When I open the App for Connected Services, it shows the Genesis Logo. I don't know what the Bluelink app looks like. If you say they are the same service, then I have learned something new.

 

[MHT]

BlueLink or Connect Services it makes no difference as neither Hyundai nor Genesis really knows what caused this problem, it is still being investigated

Genesis has yet to explain to me how an OTA Software Update for a GV80 was sent to my G80. The OTA Update never successfully ran because it was not for my car. It was not until the correct Update was downloaded to my car that the incorrect update cease trying to run

 

[drjsg]

Haven't used my car for about a week. Started it today and all the settings were fine. Car had been parked on the street. Feel lucky...

 

[Jhon]

Haven't used my car for about a week. Started it today and all the settings were fine. Car had been parked on the street. Feel lucky...

It seems to be that if you did not use your car on Saturday, you were not affected. Was I going anywhere on Sat.... NOOOOOOOOOOOOOOOOO, But my wife made me go look at bathroom tiles.

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[NLTND]

Reply from Genesis from my inquiry where I got a case#

"Thank you for contacting Genesis Customer Care Center. We apologize for your concerns in regards to your profile resetting.

At this time the reason as to why this took place is being investigated as it was unexpected and did affect several other clients as well. Once we have more information to provide we will then be able to provide an update to our clients.
We sincerely apologize for any inconveniences this has caused.

If you have additional questions or concerns, please contact Genesis Customer Care and reference case number 21558796.

Thank you for being a valued member of the Genesis Family."

Respectfully,

Genesis Customer Care
(844) 340-9741
Monday-Friday 5:00 AM to 5:00 PM Pacific Time
Saturday 6:30 AM to 3:00 PM Pacific Time
Sunday - Closed

***Today I went ahead and did the latest software update via USB which I had been waiting to do so just in case that may prevent it happening again.

 

[Markdes]

At this time the reason as to why this took place is being investigated as it was unexpected and did affect several other clients as well.

Several? What a crock! Sounds like a generic response to dismiss a huge problem!

 

[DeeCee Dubya]

New 2023 GV70 owner, less than 500 miles on it and I also got hit with the profile wipe out from the botched OTA update.
Called Genesis Customer Care and got the same song and dance that a “few” people were hit with profile wipeouts and their “engineers“ are working on it. What a bunch of BS!

customer care gal sent me this set of instructions to restore the user profile. FYI it did absolutely nothing to fix my system. But you’re welcome to try and let’s keep each other informed on this thread.

=================
Here are the troubleshooting steps:

1). In an open area, turn the engine on, turn the engine off and when the exterior and the interior lights go out, restart the engine.

2). On the infotainment screen, Press the Setup/Settings button.

Press Bluelink or Genesis Connected Services (for some models, press Bluelink or GCS then Bluelink or GCS Settings).

Press Service Activation or Reconfigure.

Wait for the "Enrollment Successful" message then press OK.

3). On the radio where the ac, heater and volume buttons are, on the row of buttons, press and hold the map and setup buttons at the same time until the screen goes off, release the buttons after the screen goes off the system will reboot itself.

4). Turn the engine off and immediately back on and see if your settings retuned.
============

 

[EricGV70]

As with many other people, when I started my car Saturday morning I saw a message about settings being reset to default. The only option was to press ok. The bigger problem, and I seem to remember someone else posting this scenario, is that it would not reset and continues to give the message that the smart key must be in the car to delete a fingerprint. I'm currently on day 4 of my display being stuck on the user agreement screen.

After spending about 45 minutes on the phone with Genesis support yesterday, I was told that my case would be referred to the engineering group and it may be a week before a resolution is reached. It's hard to say at this point whether or not I'll lose any settings once things get sorted out.

 

[MHT]

New 2023 GV70 owner, less than 500 miles on it and I also got hit with the profile wipe out from the botched OTA update.
Called Genesis Customer Care and got the same song and dance that a “few” people were hit with profile wipeouts and their “engineers“ are working on it. What a bunch of BS!

customer care gal sent me this set of instructions to restore the user profile. FYI it did absolutely nothing to fix my system. But you’re welcome to try and let’s keep each other informed on this thread.

=================
Here are the troubleshooting steps:

1). In an open area, turn the engine on, turn the engine off and when the exterior and the interior lights go out, restart the engine.

2). On the infotainment screen, Press the Setup/Settings button.

Press Bluelink or Genesis Connected Services (for some models, press Bluelink or GCS then Bluelink or GCS Settings).

Press Service Activation or Reconfigure.

Wait for the "Enrollment Successful" message then press OK.

3). On the radio where the ac, heater and volume buttons are, on the row of buttons, press and hold the map and setup buttons at the same time until the screen goes off, release the buttons after the screen goes off the system will reboot itself.

4). Turn the engine off and immediately back on and see if your settings retuned.
============

It took a few attempts, but I was able to restore my profile without going through these steps, however afterwards I had to restore all my previous settings.

I suspect that this issue may very well happen again until Genesis and Hyundai find out what happened to cause this problem in the first place

 

[GV70ATL_Leonard]

Add me to the list. I spent an hour in the car rebuilding my profile, I just can't seem to get the numbered speedometer back between the two circles, I only have the choice of alertness, the lane thing and compass. No more numbered speed. I posted this in another post about the speedometer.

I spent 15 minutes and 3 times setting it before it took. Ughh!

 

[AmyU]

Hello,
I have a 2021 GV80/Prestige. 30K miles
Today I started it up & all my settings were somehow back to factory default !!!! What pain.
Does anyone have a clue why this happened ?
Thanks

Yes! This happened to us on Saturday. It is the third annoying time! UGH!

 

[Ike Arumba]

It seems to be that if you did not use your car on Saturday, you were not affected. Was I going anywhere on Sat.... NOOOOOOOOOOOOOOOOO, But my wife made me go look at bathroom tiles.

I think you are right Jhon. I hadn't driven my GV80 in over a week, and held my breath when I drove it today. No issues, no message, both our profiles were still there.

 

[Mlj]

Mine did that as well. Have not called them yet

Had the same issue on Saturday the day after I had an oil change, pretensioner recall at the dealer.

 

[MHT]

Add me to the list. I spent an hour in the car rebuilding my profile, I just can't seem to get the numbered speedometer back between the two circles, I only have the choice of alertness, the lane thing and compass. No more numbered speed. I posted this in another post about the speedometer.

Did you get your digital speed display back?
You need to do a reset of the head unit.
Using the scroll wheel to the right on the steering wheel, scroll until you see Select Connections, press ok, scroll until you see the digital speed display and hit ok to place a check mark in the box. You can exit or just wait for a minute and you will see select connections, scroll until you see what will now be the actual digital speed display.