Blank Instrument Cluster

[Jamas]

Thanks, pretty crazy! How long did it take to do the actual replacement, did you have to re-update the software on the new unit and re-personalize your settings?

Surprisingly, the tech came to my house and did it there. I had originally requested concierge service but I think they were short a loaner car. Took him a couple hours, but he updated all the software too. Don’t remember if it affected my personal settings.

 

[MDB]

Surprisingly, the tech came to my house and did it there. I had originally requested concierge service but I think they were short a loaner car. Took him a couple hours, but he updated all the software too. Don’t remember if it affected my personal settings.

Surprisingly, the tech came to my house and did it there. I had originally requested concierge service but I think they were short a loaner car. Took him a couple hours, but he updated all the software too. Don’t remember if it affected my personal settings.

Thanks, just wondering...if connected services are connected to the cluster being replaced or some other component not being replaced. If the connection is to the cluster I would expect everything to have to be set up again, but sounds like you would have remembered that.

 

[Jeffdawgfan]

OK.........here is an update and a little info after my service visit this morning. Upon arrival the screen came on when they started car.........go figure. It was blank for me this morning. There were no thrown codes. On the third try by technician it came up blank! Problem duplicated. So, still no codes. So the Service manager calls Hyundai engineers (wherever they are) and they want my display cluster. My interpretation of all the back and forth with them is:

1) They know there is a problem with cars (or the drivers cluster in them) for a certain period of time from 2024...maybe into 2025. When this batch of clusters was made is anyone's guess. Since there is a owner here in this thread that had a cluster changed on a 2023 for a stuck update and then started having this issue on the new cluster (that was probably made in 2024) that sort of narrows down the time frame. So far he is the only 2023 owner to have had problem. I don't think any 2025's have reported the problem here yet.

2) The problem is probably not hardware, but the firmware in the cluster CPU board as it seems that most of the blank screens started after a OTA update. Maybe the update corrupted the firmware......who knows.

3) Problem can only be fixed at this point by replacing entire cluster.

4) They want to hook my panel up to a computer and duplicate issue for problem and cause resolution.

5) Issue not caused by temperature or wires needing thermal tape.

SO.....a new cluster will be incoming from Korea. 2 weeks delivery ETA. Then they are sending my old cluster as well as the new one to wherever the engineers call home. They will transfer all the data from old cluster to the new one. All that Genesis connected stuff, car ID, settings etc. and send back to be put back in my car. I was told that this will probably be a 2-3 week process. They will provide a loaner vehicle for us to drive. Sort of ticked me off as we have only had car for three weeks and now they are taking away for at least that long......Hope this isn't a harbinger of our first Genesis experience. Engineers confirmed that previous fixes attempted by dealerships such as rebooting, software updates, taping wires etc. will not fix issue.

I will provide more info when the new cluster comes in.

 

[Jamas]

OK.........here is an update and a little info after my service visit this morning. Upon arrival the screen came on when they started car.........go figure. It was blank for me this morning. There were no thrown codes. On the third try by technician it came up blank! Problem duplicated. So, still no codes. So the Service manager calls Hyundai engineers (wherever they are) and they want my display cluster. My interpretation of all the back and forth with them is:

1) They know there is a problem with cars (or the drivers cluster in them) for a certain period of time from 2024...maybe into 2025. When this batch of clusters was made is anyone's guess. Since there is a owner here in this thread that had a cluster changed on a 2023 for a stuck update and then started having this issue on the new cluster (that was probably made in 2024) that sort of narrows down the time frame. So far he is the only 2023 owner to have had problem. I don't think any 2025's have reported the problem here yet.

2) The problem is probably not hardware, but the firmware in the cluster CPU board as it seems that most of the blank screens started after a OTA update. Maybe the update corrupted the firmware......who knows.

3) Problem can only be fixed at this point by replacing entire cluster.

4) They want to hook my panel up to a computer and duplicate issue for problem and cause resolution.

5) Issue not caused by temperature or wires needing thermal tape.

SO.....a new cluster will be incoming from Korea. 2 weeks delivery ETA. Then they are sending my old cluster as well as the new one to wherever the engineers call home. They will transfer all the data from old cluster to the new one. All that Genesis connected stuff, car ID, settings etc. and send back to be put back in my car. I was told that this will probably be a 2-3 week process. They will provide a loaner vehicle for us to drive. Sort of ticked me off as we have only had car for three weeks and now they are taking away for at least that long......Hope this isn't a harbinger of our first Genesis experience. Engineers confirmed that previous fixes attempted by dealerships such as rebooting, software updates, taping wires etc. will not fix issue.

I will provide more info when the new cluster comes in.

Thank you for the very detailed update. Hopefully, the engineers will use your display to ascertain the problem and hopefully come up with a firmware fix. For now, I plan on holding out for that as I don’t want to go through a second replacement.

 

[memillh]

Thanks, just wondering...if connected services are connected to the cluster being replaced or some other component not being replaced. If the connection is to the cluster I would expect everything to have to be set up again, but sounds like you would have remembered that.

Good question. I’m on week 2 with my car and intentionally held off on or

OK.........here is an update and a little info after my service visit this morning. Upon arrival the screen came on when they started car.........go figure. It was blank for me this morning. There were no thrown codes. On the third try by technician it came up blank! Problem duplicated. So, still no codes. So the Service manager calls Hyundai engineers (wherever they are) and they want my display cluster. My interpretation of all the back and forth with them is:

1) They know there is a problem with cars (or the drivers cluster in them) for a certain period of time from 2024...maybe into 2025. When this batch of clusters was made is anyone's guess. Since there is a owner here in this thread that had a cluster changed on a 2023 for a stuck update and then started having this issue on the new cluster (that was probably made in 2024) that sort of narrows down the time frame. So far he is the only 2023 owner to have had problem. I don't think any 2025's have reported the problem here yet.

2) The problem is probably not hardware, but the firmware in the cluster CPU board as it seems that most of the blank screens started after a OTA update. Maybe the update corrupted the firmware......who knows.

3) Problem can only be fixed at this point by replacing entire cluster.

4) They want to hook my panel up to a computer and duplicate issue for problem and cause resolution.

5) Issue not caused by temperature or wires needing thermal tape.

SO.....a new cluster will be incoming from Korea. 2 weeks delivery ETA. Then they are sending my old cluster as well as the new one to wherever the engineers call home. They will transfer all the data from old cluster to the new one. All that Genesis connected stuff, car ID, settings etc. and send back to be put back in my car. I was told that this will probably be a 2-3 week process. They will provide a loaner vehicle for us to drive. Sort of ticked me off as we have only had car for three weeks and now they are taking away for at least that long......Hope this isn't a harbinger of our first Genesis experience. Engineers confirmed that previous fixes attempted by dealerships such as rebooting, software updates, taping wires etc. will not fix issue.

I will provide more info when the new cluster comes in.

Wow, great update. Makes me feel a little better about getting my full cluster replaced. However, the only difference for mine is they told me that, once my new cluster arrives from Korea, it will only take a half day for the work (similar to the time it took Jamas here in his previous reply). They offered a loaner, but it was only to get me to work and back for that day. I wonder what the extra time is for - for yours?

 

[MDB]

OK.........here is an update and a little info after my service visit this morning. Upon arrival the screen came on when they started car.........go figure. It was blank for me this morning. There were no thrown codes. On the third try by technician it came up blank! Problem duplicated. So, still no codes. So the Service manager calls Hyundai engineers (wherever they are) and they want my display cluster. My interpretation of all the back and forth with them is:

1) They know there is a problem with cars (or the drivers cluster in them) for a certain period of time from 2024...maybe into 2025. When this batch of clusters was made is anyone's guess. Since there is a owner here in this thread that had a cluster changed on a 2023 for a stuck update and then started having this issue on the new cluster (that was probably made in 2024) that sort of narrows down the time frame. So far he is the only 2023 owner to have had problem. I don't think any 2025's have reported the problem here yet.

2) The problem is probably not hardware, but the firmware in the cluster CPU board as it seems that most of the blank screens started after a OTA update. Maybe the update corrupted the firmware......who knows.

3) Problem can only be fixed at this point by replacing entire cluster.

4) They want to hook my panel up to a computer and duplicate issue for problem and cause resolution.

5) Issue not caused by temperature or wires needing thermal tape.

SO.....a new cluster will be incoming from Korea. 2 weeks delivery ETA. Then they are sending my old cluster as well as the new one to wherever the engineers call home. They will transfer all the data from old cluster to the new one. All that Genesis connected stuff, car ID, settings etc. and send back to be put back in my car. I was told that this will probably be a 2-3 week process. They will provide a loaner vehicle for us to drive. Sort of ticked me off as we have only had car for three weeks and now they are taking away for at least that long......Hope this isn't a harbinger of our first Genesis experience. Engineers confirmed that previous fixes attempted by dealerships such as rebooting, software updates, taping wires etc. will not fix issue.

I will provide more info when the new cluster comes in.

I got the same story today at my dealership as far as the problem goes and the only resolution being a new cluster (for now). They seemed a little secretive whether a bad code was thrown, yesterday they said yes today no so sure. I was told that once the new cluster comes in the dealership will send it to some third party to link the cluster with my vehicle (not sure how that is done but it did NOT sound like they needed my old cluster or even my car to make that happen). Then my new cluster will be installed. A question to the '23 guy who had his cluster replaced earlier: what was the process for transferring the old data to the new cluster -- were you without your car or old cluster while this work was being performed?

 

[Jamas]

I got the same story today at my dealership as far as the problem goes and the only resolution being a new cluster (for now). They seemed a little secretive whether a bad code was thrown, yesterday they said yes today no so sure. I was told that once the new cluster comes in the dealership will send it to some third party to link the cluster with my vehicle (not sure how that is done but it did NOT sound like they needed my old cluster or even my car to make that happen). Then my new cluster will be installed. A question to the '23 guy who had his cluster replaced earlier: what was the process for transferring the old data to the new cluster -- were you without your car or old cluster while this work was being performed?

The entire swap was pretty straight forward. They called me the morning of my appointment and told me the tech would come to me house and do the work there. Took him two to three hours, which included him installing the latest software updates. The whole process was pretty seamless.

 

[Jeffdawgfan]

I think the delay is that the engineers or whoever want to examine my cluster to see if there is something different about it causing the problem. Then they were going to transfer all data/settings and send the new one back to dealer. I guess I will eat the delay to help everyone else with the issue

 

[Jeffdawgfan]

The entire swap was pretty straight forward. They called me the morning of my appointment and told me the tech would come to me house and do the work there. Took him two to three hours, which included him installing the latest software updates. The whole process was pretty seamless.

So I wonder how the tech transferred your data. They made me think they had to hook up to a computer or something???

 

[Jamas]

So I wonder how the tech transferred your data. They made me think they had to hook up to a computer or something???

My wife just reminded me that our profile information did get wiped out and we had to re-do our profile setups.

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[MBGV60]

My wife just reminded me that our profile information did get wiped out and we had to re-do our profile setups.

Yeah, even i could probably reload my profile quicker than 2-3 weeks. Just sayin

 

[Jeffdawgfan]

I think they want to examine settings in the cluster…. Who knows

 

[MDB]

So I wonder how the tech transferred your data. They made me think they had to hook up to a computer or something???

My Genesis tech who seems pretty knowledgeable gave a credible explanation that the cluster is linked to something else in the car that is tied to the VIN. He was clear that the new cluster would go from the dealer (after they get it) and sent to a third party for the programming linking it to the car. I did not take from that discussion that they needed my car or cluster to do the programming, but maybe he wasn't anxious to share that tidbit (I emailed him about this question and have not heard back). If all that is lost is the profile, I suppose that would be a win.

 

[MDB]

Folks, let's try an experiment. When this problem first occurred I thought maybe I hit that button on the infotainment menu that shuts the screen off. Whether it was pure coincidence or not, that single time when I hit that button (toggling the infotainment screen off/on) the cluster came on. If there was indeed cause and effect this again would suggest a software issue and may be a clue to figuring out the problem. So, next time you're greeted by a black cluster give this a shot and report back, I will as well.

 

[MDB]

My experiment just failed. Toggling the infotainment screen on and off had no effect on the black cluster. That being said, in every case in which my car started with a black cluster and then the screen comes on (usually within a minute or two for me) the problem seems resolved, If you turn the car off and on the cluster starts normally. The problem would only occur on a restart hours later, never while driving. Does everyone agree on this behavior? If so, this would also seem to lean towards a software cause.

 

[Jamas]

My experiment just failed. Toggling the infotainment screen on and off had no effect on the black cluster. That being said, in every case in which my car started with a black cluster and then the screen comes on (usually within a minute or two for me) the problem seems resolved, If you turn the car off and on the cluster starts normally. The problem would only occur on a restart hours later, never while driving. Does everyone agree on this behavior? If so, this would also seem to lean towards a software cause.

This has been my experience as well.

 

[Jeffdawgfan]

Once it comes on its stays on. Sometime after it sits for a few hours will be blank again. Has never gone off while car is running.

 

[steveinarizona]

Good question. I’m on week 2 with my car and intentionally held off on or

Wow, great update. Makes me feel a little better about getting my full cluster replaced. However, the only difference for mine is they told me that, once my new cluster arrives from Korea, it will only take a half day for the work (similar to the time it took Jamas here in his previous reply). They offered a loaner, but it was only to get me to work and back for that day. I wonder what the extra time is for - for yours?

I have never had a loaner offer limited to one day for going to work and back. My car has been in for some mandatory fixes and I have had loaners for several weeks and never been questioned about it.

 

[Cincymark]

Once it comes on its stays on. Sometime after it sits for a few hours will be blank again. Has never gone off while car is running.

That’s my experience as well, but I will say it seems to be happening with increasing frequency. Today, upon the first start of the day after overnight in my garage, it stayed blank for around 6 minutes, the longest duration so far. It then popped on and after each stop while running errands, no problems. Starts after long parking periods seems to be when the screen is blank. I will be calling the nearby Genesis dealership tomorrow.

 

[MDB]

That’s my experience as well, but I will say it seems to be happening with increasing frequency. Today, upon the first start of the day after overnight in my garage, it stayed blank for around 6 minutes, the longest duration so far. It then popped on and after each stop while running errands, no problems. Starts after long parking periods seems to be when the screen is blank. I will be calling the nearby Genesis dealership tomorrow.

Agree, frequency is increasing. That could lean towards hardware issue...or maybe the colder temps are a factor (assuming its colder where you are as it is for me).