BIG NEWS! There is a TSB that fixes 2017-2019 G90 Connected Services

[Mrskin]

I went to my dealer and he told me he can’t fix my connected service. He mentioned the TSB is not valid for my vin# and that I need to call CS at Genesis …for the 100th time!

 

[captain74]

I went to my dealer and he told me he can’t fix my connected service. He mentioned the TSB is not valid for my vin# and that I need to call CS at Genesis …for the 100th time!

I will try to upload the update files here, so anyone can update their own.

 

[wojas322]

I went to my dealer and he told me he can’t fix my connected service. He mentioned the TSB is not valid for my vin# and that I need to call CS at Genesis …for the 100th time!

That just sounds like they don't know what they're talking about. The TSB is not VIN related, it's for all G90s. And it's not an update, it's just a hard reset of the unit. I know it's probably for paperwork or whatever but all they really have to do is plug it for 5 minutes and its done. I was out of warranty when they did mine and I unfortunately had to pay one labor hour for "diagnosis" for this reset, well worth it though. You can just request getting it done no matter what they say, or hopefully @captain74 can upload the files and you can just do it yourself and get it back up and running.

 

[Mcc]

I went to my dealer and he told me he can’t fix my connected service. He mentioned the TSB is not valid for my vin# and that I need to call CS at Genesis …for the 100th time!

@Mrskin this makes so little sense. I apologize if you have said this before but I cannot fine this is your post:

• What is the model year of your car?
• What is the exact model?
• What exactly is your problem and when did it start?
• Do you have an active CS subscription. The CS rep should give you one assuming you had a working CS
• Have you entered your VIN in this form and what did it say?

3G Wireless Service Update

Genesis Connected Services services will be discontinued for certain 2017-2019 vehicles

owners.genesis.com

Assuming the above all checks out, ask dealer to show you why the TSB is not your VIN
You need to push back here. What makes him say that?

 

[Mrskin]

@Mrskin this makes so little sense. I apologize if you have said this before but I cannot fine this is your post:

• What is the model year of your car? 2018
• What is the exact model? 5.0
• What exactly is your problem and when did it start? No remote start or points of interest etc.
• Do you have an active CS subscription. The CS rep should give you one assuming you had a working CS I do have a case number since Jan 1,23
• Have you entered your VIN in this form and what did it say?

3G Wireless Service Update

Genesis Connected Services services will be discontinued for certain 2017-2019 vehicles

owners.genesis.com

Assuming the above all checks out, ask dealer to show you why the TSB is not your VIN
You need to push back here. What makes him say that?

 

[Mrskin]

I also wanted to let you know that I do have a 4g head unit and my system should have not been interrupted. It worked up to the 3rd which was 2 days after the sunset was issued
bewildering!!

 

[XXX]

Just got off the phone with my Hyundai dealer to schedule an oil change. I asked about the TSB that provides a USB reset for the sunset issue. She was totally clueless. Told me to discuss it with the service rep when I got there. Another day in Genesis paradise.

 

[Taxexempt]

That just sounds like they don't know what they're talking about. The TSB is not VIN related, it's for all G90s. And it's not an update, it's just a hard reset of the unit. I know it's probably for paperwork or whatever but all they really have to do is plug it for 5 minutes and its done. I was out of warranty when they did mine and I unfortunately had to pay one labor hour for "diagnosis" for this reset, well worth it though. You can just request getting it done no matter what they say, or hopefully @captain74 can upload the files and you can just do it yourself and get it back up and running.

You say all G90's but I was under the impression that is was only for the 17,18,19 model years.

 

[Mcc]

You say all G90's but I was under the impression that is was only for the 17,18,19 model years.

You are correct. It’s only for 2017-19 G90

 

[wojas322]

You say all G90's but I was under the impression that is was only for the 17,18,19 model years.

Yeah sorry thats what I meant, years 17,18 and 19

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[lukes4]

I will try to upload the update files here, so anyone can update their own.

Any luck uploading those files? I just brought mine into the dealer, and they said they had a USB stick they just got last week and updated it, but I’m doubtful they actually did it. I didn’t get a chance to verify that it was actually this TSB. Would love to be able to download them and do it myself…

 

[Taxexempt]

Any luck uploading those files? I just brought mine into the dealer, and they said they had a USB stick they just got last week and updated it, but I’m doubtful they actually did it. I didn’t get a chance to verify that it was actually this TSB. Would love to be able to download them and do it myself…

Does your connected services and Google search both work from the rear view mirror buttons now? If so, nothing to worry about.

 

[Mcc]

Any luck uploading those files? I just brought mine into the dealer, and they said they had a USB stick they just got last week and updated it, but I’m doubtful they actually did it. I didn’t get a chance to verify that it was actually this TSB. Would love to be able to download them and do it myself…

So is your connected services still offline? You say you are doubtful they did anything. Either they fixed it or they didn’t. Your situation seems to be different from the one targeted by the TSB since you didn’t loose service until July, not January. I doubt the TSB is going to help you but I guess it’s possible.

Your display with the red circle and a diagonal line through it seems to point to a different issue.

 

[lukes4]

So is your connected services still offline? You say you are doubtful they did anything. Either they fixed it or they didn’t. Your situation seems to be different from the one targeted by the TSB since you didn’t loose service until July, not January. I doubt the TSB is going to help you but I guess it’s possible.

Your display with the red circle and a diagonal line through it seems to point to a different issue.

I know for a fact now that they actually did not load the TSB update because they actually said it was another map update.

I did not lose service until July, however, I had all sorts of problems with connected services from the beginning of the year. This included problems with the Google search and other issues.

 

[Mcc]

I know for a fact now that they actually did not load the TSB update because they actually said it was another map update.

I did not lose service until July, however, I had all sorts of problems with connected services from the beginning of the year. This included problems with the Google search and other issues.

Well then the TSB is for you. Why not go there and ask them to see the USB stick.
Or go to another dealer for it.

 

[lukes4]

Well then the TSB is for you. Why not go there and ask them to see the USB stick.
Or go to another dealer for it.

There is a long wait before they’ll let us come back to the service department. We’ll try to see if they are even aware of the actual TSB. We have a Genesis Motor America case manager now and maybe they can help facilitate this for us.

 

[Mcc]

There is a long wait before they’ll let us come back to the service department. We’ll try to see if they are even aware of the actual TSB. We have a Genesis Motor America case manager now and maybe they can help facilitate this for us.

The TSB is not a secret. Give them the detail. Tell them it is TSB 23-BE-012G Software Update for Dis 2.0 Head Units. As long as this is your problem there is no reason for them to deny it for you.

 

[Mrskin]

So a big thanks to everybody that is on this forum. All the advice, information goes along way. I was able to take have the dealer upload the information yesterday and I’m back online. 11 months to the day exactly. It took all but 4 minutes!
However, I do have my doubts with Genesis connected care as if I called them right now. I put money down that they would tell me they do not have a fix for my problem yet somebody on this forum found it so you tell me how that is possible?
Pretty poor as far as I’m concerned, but again, thanks to the person that found the TSB and all of the responses to get this fixed.
My dealer basically thanked me as I was the first to get it fixed in my area and they are in the process of calling numerous people to bring their vehicles in to get it fixed.

 

[lukes4]

So a big thanks to everybody that is on this forum. All the advice, information goes along way. I was able to take have the dealer upload the information yesterday and I’m back online. 11 months to the day exactly. It took all but 4 minutes!
However, I do have my doubts with Genesis connected care as if I called them right now. I put money down that they would tell me they do not have a fix for my problem yet somebody on this forum found it so you tell me how that is possible?
Pretty poor as far as I’m concerned, but again, thanks to the person that found the TSB and all of the responses to get this fixed.
My dealer basically thanked me as I was the first to get it fixed in my area and they are in the process of calling numerous people to bring their vehicles in to get it fixed.

I am taking mine in on the 14th to another dealership (who knows about the TSB) after the first one didn’t know what in the world we were talking about with the TSB. We are going into month six of this. We have had multiple calls with our case manager, and even Genesis connected services on top of this who don’t even acknowledge this TSB. This is hands-down, the worst customer service experience I’ve had with any company in my entire life, apart from scam companies! Apart from our case manager, who was very helpful and tried her best, everyone else has been extremely dismissive and condescending when the question of the TSB would get brought up. Part of me is hoping that it gets fixed in a couple of minutes on the 14th, and then I contact connected services again for their “help”, and while they start telling me I don’t know what I’m talking about with the TSB, I can tell them that that is what fixed it and they weren’t one bit of help to us in the whole process!

Really, the truth of the matter is that there are so few G 90s from 2017 through 2019 that I would guess that only a few thousand cars at most were affected by this. Compared to everything that they deal with, this is a very small fraction of the issues reported, so it makes sense that they wouldn’t have any idea. However, if they don’t know about it, they need to take action to make sure some kind of deeper look into a resolution is done, instead of just telling us to wait and sending us on a wild goose chase with people who don’t know how to resolve the problem and then blaming us for trying to fix the problem.

Sorry, just had to rant about that! This has been the most frustrating customer service experience I’ve ever had!

 

[Mrskin]

I am taking mine in on the 14th to another dealership (who knows about the TSB) after the first one didn’t know what in the world we were talking about with the TSB. We are going into month six of this. We have had multiple calls with our case manager, and even Genesis connected services on top of this who don’t even acknowledge this TSB. This is hands-down, the worst customer service experience I’ve had with any company in my entire life, apart from scam companies! Apart from our case manager, who was very helpful and tried her best, everyone else has been extremely dismissive and condescending when the question of the TSB would get brought up. Part of me is hoping that it gets fixed in a couple of minutes on the 14th, and then I contact connected services again for their “help”, and while they start telling me I don’t know what I’m talking about with the TSB, I can tell them that that is what fixed it and they weren’t one bit of help to us in the whole process!

Really, the truth of the matter is that there are so few G 90s from 2017 through 2019 that I would guess that only a few thousand cars at most were affected by this. Compared to everything that they deal with, this is a very small fraction of the issues reported, so it makes sense that they wouldn’t have any idea. However, if they don’t know about it, they need to take action to make sure some kind of deeper look into a resolution is done, instead of just telling us to wait and sending us on a wild goose chase with people who don’t know how to resolve the problem and then blaming us for trying to fix the problem.

Sorry, just had to rant about that! This has been the most frustrating customer service experience I’ve ever had!

You’re not at all wrong and I agree with you. Customer Care would say they don’t have a fix as the right doesn’t know what the left is doing.
It is an algorithm written to do a hard reset of the head unit to allow it to receive a single over the air wave.
Bless the person who did it but why not publicize it!