Blank Instrument Cluster

[memillh]

Well, that didn't fix the issue. Now I have to decide whether to go through the trouble of making another service appointment, or waiting a bit longer and hoping they figure this out and issue a proper TSB.

My service notes indicated they received a fault code back too, but it didn't provide more specifics. My cluster was replaced, but the blank screen has happened twice since the replacement. I have an appointment tomorrow, but I'm currently trying to see if I can get back in today because my heat failed this morning. It's 5 degrees in the Chicago area and my commute is an hour. Walked into my office completely frostbitten this morning. In addition to my cigarette charge port failing after the cluster replacement and the hatch rattle that started last night (known TSB), I'm losing patience. Not sure this purchase was a good decision.

 

[Jamas]

My service notes indicated they received a fault code back too, but it didn't provide more specifics. My cluster was replaced, but the blank screen has happened twice since the replacement. I have an appointment tomorrow, but I'm currently trying to see if I can get back in today because my heat failed this morning. It's 5 degrees in the Chicago area and my commute is an hour. Walked into my office completely frostbitten this morning. In addition to my cigarette charge port failing after the cluster replacement and the hatch rattle that started last night (known TSB), I'm losing patience. Not sure this purchase was a good decision.

That sucks losing heat when you most need it. Hopefully it’s a quick fix. I fixed the hatch rattle myself last year with a couple of washers which worked fine. My main concern now is the cluster screen, as well as some general anxiety about future OTA updates as they always seem to screw something up.

 

[memillh]

That sucks losing heat when you most need it. Hopefully it’s a quick fix. I fixed the hatch rattle myself last year with a couple of washers which worked fine. My main concern now is the cluster screen, as well as some general anxiety about future OTA updates as they always seem to screw something up.

Also attempted my own fix with washers for the hatch, weeks ago. I guess 5 degrees is the fail point. I noticed in the TSB bulletin they used 3 washers around each scree (I only use 1 each). I'm just going to let them figure it out at this point.

 

[noremacnova]

... because my heat failed this morning. It's 5 degrees in the Chicago area...

Wait! Your heat failed? Is there any way this is related to the cluster failure? What were the symptoms? E.g., did the fan stop blowing or just blow cold air, did the HVAC controls not respond, etc?

If the heat failure is somehow related to the cluster failure, then it raises the bar even higher for a NHTSA issue. Heat is required to maintain safe visibility in freezing precip conditions.

 

[memillh]

Wait! Your heat failed? Is there any way this is related to the cluster failure? What were the symptoms? E.g., did the fan stop blowing or just blow cold air, did the HVAC controls not respond, etc?

I assume it's not related. Probably more related to these arctic temps testing the limits of Hyundai build quality. I've lived here all my life and have never experienced a heat failure, even in sub-zero temps in other car makes. This is my first Hyundai/Genesis. I first noticed because the heat usually kicks in faster than any vehicle I've owned - and after a few blocks, it was still frigid in the car. I played with the controls and took it off auto. I could turn up the fans (and temp levels), but only cold air blew through. All controls definitely responded though. I assume there's a heat pump failure - and likely not related.

 

[ljnelson109]

These cars have 2 sources of heat. In addition to the heat pump, we have the resistance heater (which explains the rapid heat we enjoy). Heat pumps, in general don't work well at 5 degrees. With the resistance heat available, the system might be designed to disable the heat pump at that low temperature. If not, then technically you have 2 sources of heat that have failed.

 

[Sampras]

I assume it's not related. Probably more related to these arctic temps testing the limits of Hyundai build quality. I've lived here all my life and have never experienced a heat failure, even in sub-zero temps in other car makes. This is my first Hyundai/Genesis. I first noticed because the heat usually kicks in faster than any vehicle I've owned - and after a few blocks, it was still frigid in the car. I played with the controls and took it off auto. I could turn up the fans (and temp levels), but only cold air blew through. All controls definitely responded though. I assume there's a heat pump failure - and likely not related.

I've also had intermittent failure of the heating system. I can usually get it to work eventually by turning it off and on a few times but it never gets close to the set temperature. Even when it's "working" I'd guess it hasn't been warmer than about 60° in the cabin for a couple of months.

My service advisor says I need a new "heat box," whatever that is. It goes in Monday so I'll report back on its effectiveness.

That said, I've never had the blank instrument cluster problem described in this thread...

 

[Jeffdawgfan]

Well, my GV60 is still sitting at dealership after 16 days awaiting the "new" cluster to get back from California where it was to go for transferring data. Just curious how many people who have had it replaced had everything done in a day or a multi week ordeal like I am going through. With my luck, the new cluster was probably destroyed in the wild fires out in LA.

 

[Jeffdawgfan]

For those that follow the "Genesis GV60 USA" Facebook group, I'm seeing more and more folks complain about this blank screen issue. My working theory is that it's software related. Here's my initial thoughts:

1. For me, the problem began happening after the last OTA Update. (Curious if anyone experienced this issue prior to the update.)

2. The last update provided Wireless CarPlay capabilities which also displays the map on the instrument cluster - so we know software that operates the instrument cluster was modified for this update, with the potential to introduce new software bugs.

3. Some folks have hypothesized that it is related to colder temperatures, and that pre-conditioning the car resolves the issue. In my experience with this issue, it occurs regardless of ambient temperature. It's possible that by enabling pre-conditioning, that action attempts to display something on the cluster screen, so that by the time the driver enters the car, the cluster screen has already had time to "wake up", thus giving the false impression that warming the car is what corrected it.

4. This reminds me a bit of the previous OTA update that got stuck at 63% for some of us. Genesis original solution to that was to replace the head units until they finally figured out how to correct it with a firmware update. My guess is the same will happen here.

Curious to know if anyone has any additional thoughts on this.

I am 100% certain it is not temperature related. It has happened with the temps in the 70's and also in the 30's here. No pattern to it.

 

[MDB]

Well, my GV60 is still sitting at dealership after 16 days awaiting the "new" cluster to get back from California where it was to go for transferring data. Just curious how many people who have had it replaced had everything done in a day or a multi week ordeal like I am going through. With my luck, the new cluster was probably destroyed in the wild fires out in LA.

Are you saying that you have been without your car for 2 weeks? If so that is totally unacceptable IMO. In my case, I brought the car to the dealership and had the new cluster and a few other things done same day. The programming was done in house and while perhaps my dealer has some special stuff another poster said the tech came to his house and did the replacement in his driveway. I doubt your dealer is intentionally misleading you (my dealer also initially thought the cluster needed to be sent out for programming until I pushed back) so either they have not bothered to check...or simply don't want to be bothered with the programming.

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[memillh]

Well, my GV60 is still sitting at dealership after 16 days awaiting the "new" cluster to get back from California where it was to go for transferring data. Just curious how many people who have had it replaced had everything done in a day or a multi week ordeal like I am going through. With my luck, the new cluster was probably destroyed in the wild fires out in LA.

My dealership shipped it to California for the data transfer but they allowed me to keep my vehicle while that was happening. In fact, I wouldn't have even known if I wasn't bugging them. They intended to do that in the background - and then call me to set the appointment once it was delivered back to them.

Once it actually was delivered back to the dealership, they then scheduled my appointment. The service took 2 days.

Unfortunately, that didn't fix my issue, so my car has now been back with them over a week just sitting in their back lot. They downloaded some cluster data and sent it to some engineering department that's been parsing through the data to look for anomalies. Apparently, the engineers requested more today. So, it's just wait and see for me. My service manager advised that I should expect to just hold onto my loaner for a while.

 

[steveinarizona]

My dealership shipped it to California for the data transfer but they allowed me to keep my vehicle while that was happening. In fact, I wouldn't have even know if I wasn't bugging them. They intended to do that in the background - and then call me to set the appointment once it was delivered back to them.

Once it actually was delivered back to the dealership, they then scheduled my appointment. The service took 2 days.

Unfortunately, that didn't fix my issue, so my car has now been back with them over a week just sitting in their back lot. The downloaded some cluster data and sent it to some engineering department that's been parsing through the data to look for anomalies. Apparently, the engineers requested more today. So, it's just wait and see for me. My service manager advised that I should expect to just hold onto my loaner for a while.

Give me a quality loaner and I can then handle a delay. But give me no loaner, or a crappy loaner, and I am an annoyed and annoying customer who keeps asking for a status report.

 

[Jamas]

My dealership shipped it to California for the data transfer but they allowed me to keep my vehicle while that was happening. In fact, I wouldn't have even know if I wasn't bugging them. They intended to do that in the background - and then call me to set the appointment once it was delivered back to them.

Once it actually was delivered back to the dealership, they then scheduled my appointment. The service took 2 days.

Unfortunately, that didn't fix my issue, so my car has now been back with them over a week just sitting in their back lot. The downloaded some cluster data and sent it to some engineering department that's been parsing through the data to look for anomalies. Apparently, the engineers requested more today. So, it's just wait and see for me. My service manager advised that I should expect to just hold onto my loaner for a while.

Glad to hear the engineers back at corporate are aware of the problem and diagnosing it now. I was concerned that the dealerships were just swapping hardware without proper diagnosis. My car is currently in the shop for this so fingers crossed.

 

[Jeffdawgfan]

Are you saying that you have been without your car for 2 weeks? If so that is totally unacceptable IMO. In my case, I brought the car to the dealership and had the new cluster and a few other things done same day. The programming was done in house and while perhaps my dealer has some special stuff another poster said the tech came to his house and did the replacement in his driveway. I doubt your dealer is intentionally misleading you (my dealer also initially thought the cluster needed to be sent out for programming until I pushed back) so either they have not bothered to check...or simply don't want to be bothered with the programming.

2 1/2 weeks now. They did give me an ICE GV70 as a loaner (the GV60) is much nicer. The frustrating thing is they do not know exactly where the new part is....probably lost in the LA fires with my luck. We shall see.

 

[gvjim]

probably lost in the LA fires with my luck

If you're not kidding, I think this is extremely unlikely. I live in an area that was under evacuation warning, so I've been following the situation closely. Genesis headquarters is in Fountain Valley, which is at least 25 miles from any fire. There are Genesis dealers in Glendale (about 5 miles from the Eaton fire) and Santa Monica (a few miles from the Palisades fire) but neither was directly affected. None of the ports or airports were directly affected. So I think you'll just have to blame Genesis for the delay.

 

[Jmbgv60]

Are you saying that you have been without your car for 2 weeks? If so that is totally unacceptable IMO. In my case, I brought the car to the dealership and had the new cluster and a few other things done same day. The programming was done in house and while perhaps my dealer has some special stuff another poster said the tech came to his house and did the replacement in his driveway. I doubt your dealer is intentionally misleading you (my dealer also initially thought the cluster needed to be sent out for programming until I pushed back) so either they have not bothered to check...or simply don't want to be bothered with the programming.

We are starting on our second week being without our gv60. They were fixing the issue with the blank instrument cluster panel. They replaced the panel but are unsure of how to reset odometer. This all started after the last update. We park in our garage and the temps were in the 40s when this started.

 

[ljnelson109]

We are starting on our second week being without our gv60. They were fixing the issue with the blank instrument cluster panel. They replaced the panel but are unsure of how to reset odometer. This all started after the last update. We park in our garage and the temps were in the 40s when this started.

If the new one is showing zero, tell them you are okay with starting over.

 

[Jmbgv60]

We are starting on our second week being without our gv60. The dealer was fixing the issue with the blank instrument cluster panel. They replaced the panel but are unsure of how to reset odometer. This all started after the last update. We park in our garage and the temps were in the 40s when this started. The screen instrument cluster would be blank when first starting. We are not impressed with Genesis technical team. This is an EV. We purchased the ev60 based on good reviews. We are very sad to have spent so much on this issue ridden car.

 

[memillh]

We are starting on our second week being without our gv60. The dealer was fixing the issue with the blank instrument cluster panel. They replaced the panel but are unsure of how to reset odometer. This all started after the last update. We park in our garage and the temps were in the 40s when this started. The screen instrument cluster would be blank when first starting. We are not impressed with Genesis technical team. This is an EV. We purchased the ev60 based on good reviews. We are very sad to have spent so much on this issue ridden car.

I have similar feelings. Been without my GV60 for two weeks now (in addition to the 4 previous repair appointments since getting mine in November). Since the first replacement screen didn't fix the issue, and now appears to have zapped my electrical system causing other issues, they've ordered another replacement. I assume they're still taking a while to ship - so I'm likely looking at a few more weeks. I get the tech issues can be a part of EV ownership, but the dedicated Genesis dealership near me leaves something to be desired in the way of tech understanding and customer service. They rarely answer the phone in the service department..and when they do, I'm transferred to a voicemail that no one seems to be monitoring. It could just be this location...and it's a beautiful facility. The service department is just not tight.

 

[Jeffdawgfan]

We are starting our 4th week without the GV60. Just got off the phone with the Genesis Customer Service Representative who is following our issue/complaint. I first reported the problem on November 13th (one week after we bought the car). It has now been over two months and the car is still not repaired. We are now into the Lemon law time frame and if car is not repaired this week I am filing a case and asking for a replacement vehicle. The service rep said she is going to try and get us some monetary reimbursement for the payments we have made while we have not even been able to drive the car. We love the GV60.....if we could just get it back and working correctly.