Blank Instrument Cluster

[pippa]

Thanks, seems crazy that the dealer could not tap into a Genesis database to see that this is a known issue with an official response even if "under investigation" or the like. That's why the reporting to NHTSA is so important! That being said, others who have reported the issue have eventually been told the fix is a new cluster so one would think the service people have some intel to go on as that's a big job. In my case, the service people found nothing wrong but based on my report alone ordered a new cluster.

I reported to the NHTSA, thanks for the link.

dealer still has the car, they were able to duplicate the issue (hooray) yesterday and I was told they did some kind of 'clearing' of the computer/battery. it's a more complete reboot than what the customer can do...they said they haven't had the issue since, but I've asked them to keep it another 24 hours to see if the problem persists.

I found the issue to be inconsistent, so it not happening once doesn't mean it's fixed, per my previous experience. the dealer is an hour and a half from my home, so I'd prefer to make less trips rather than more if the issue isn't actually solved. plus I have a loaner, so I'm fine. I'll report back.

ETA, the new service manager at the dealership has been in the job six weeks, and this is the second GV60 he's seen in that time. no idea if there's a database he can check, but it's obviously not something he's used to dealing with. I was thrilled they were able to 'see' the problem.

 

[MDB]

I reported to the NHTSA, thanks for the link.

dealer still has the car, they were able to duplicate the issue (hooray) yesterday and I was told they did some kind of 'clearing' of the computer/battery. it's a more complete reboot than what the customer can do...they said they haven't had the issue since, but I've asked them to keep it another 24 hours to see if the problem persists.

I found the issue to be inconsistent, so it not happening once doesn't mean it's fixed, per my previous experience. the dealer is an hour and a half from my home, so I'd prefer to make less trips rather than more if the issue isn't actually solved. plus I have a loaner, so I'm fine. I'll report back.

ETA, the new service manager at the dealership has been in the job six weeks, and this is the second GV60 he's seen in that time. no idea if there's a database he can check, but it's obviously not something he's used to dealing with. I was thrilled they were able to 'see' the problem.

Thanks for the update. The battery disconnect is like a hard reset. I believe it's been tried by others and is not a solution but keep us posted anyway. I also think the cold DOES contribute to the occurrence of the issue but as others have noted it's not the only issue. On warm days the problem occurs about 50% of the time. On cold days its almost all the time at first startup. One thing that may be useful for techs to know is that it seems that when the cluster does finally illuminate after not doing so at startup it has the icons showing what usually show at startup. Thus the problem may not be with the screen itself if that makes sense.

 

[pippa]

Thanks for the update. The battery disconnect is like a hard reset. I believe it's been tried by others and is not a solution but keep us posted anyway. I also think the cold DOES contribute to the occurrence of the issue but as others have noted it's not the only issue. On warm days the problem occurs about 50% of the time. On cold days its almost all the time at first startup. One thing that may be useful for techs to know is that it seems that when the cluster does finally illuminate after not doing so at startup it has the icons showing what usually show at startup. Thus the problem may not be with the screen itself if that makes sense.

as I expected, the battery disconnect didn't solve the problem.

it was chilly this morning, maybe 40 something, and I'm genuinely thrilled the car behaved normally (which is to say, the instrument cluster was black upon startup) at the dealer, so I didn't have to push...they've ordered a replacement cluster, which anyone following this thread knows is backordered. they recommended I use climate conditioning before driving the car in cold weather so the panel isn't black.

I agree the issue is likely not with the panel...when it does illuminate while I'm driving, the little watts/mile widget doesn't register the miles I've driven since starting the car.

 

[pippa]

I had a dream last night, I drove to work with a blank screen and I was wondering how fast I was going. lol I would image you can use a Nav screen to find out speed...

this is what heads up display is for!

 

[steveinarizona]

this is what heads up display is for!

Interesting. So when the display goes blank the HUD still works?

 

[MDB]

Interesting. So when the display goes blank the HUD still works?

Yes, it does.

 

[pippa]

Interesting. So when the display goes blank the HUD still works?

as MDB says, yes it does...which is convenient if you'd like to know how fast you're going with a black instrument cluster.

 

[steveinarizona]

as MDB says, yes it does...which is convenient if you'd like to know how fast you're going with a black instrument cluster.

duh...yes. It makes it a little less of a critical error to me. I would still not be able to see the idiot lights (which, of course, are more important when you can't see them) but if it came back on so it was intermittent I could live with it for a couple of weeks while I waited for an appointment.

 

[pippa]

duh...yes. It makes it a little less of a critical error to me. I would still not be able to see the idiot lights (which, of course, are more important when you can't see them) but if it came back on so it was intermittent I could live with it for a couple of weeks while I waited for an appointment.

correct. and the idiot lights--along with the panel--do come back eventually, usually within five minutes or so. also, you can avoid the problem entirely but starting climate control and heating the car up before you get into it. it's a workaround, but a decent one.

 

[Jeffdawgfan]

correct. and the idiot lights--along with the panel--do come back eventually, usually within five minutes or so. also, you can avoid the problem entirely but starting climate control and heating the car up before you get into it. it's a workaround, but a decent one.

I've had my panel stay off all day long.....then like magic the next day it works all day. No rhyme or reason to the problem.

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[MDB]

FYI, my replacement cluster came in and is being installed as we speak. Hope this works!

 

[Jeffdawgfan]

Keep us informed. My panel is coming in on the 29th they say.

 

[pippa]

FYI, my replacement cluster came in and is being installed as we speak. Hope this works!

congrats! hope it works.

as a data point, I noticed today that if the car is plugged in and actively charging (so it's not already fully charged) the panel works first thing in the morning even if it's cold out.

 

[G-774604]

Lately, on random occasions, I start my car and my instrument cluster screen remains blank. Shutting the car off and back on doesn’t rectify the situation. Only waiting (sometime up to two minutes) before the screen finally goes on. Anyone else experience this? Seems to have started after that last OTA update, but don’t know if it’s related or just coincidental. Problem I foresee is because of the random nature of it (I.e. can’t replicate it on demand) dealer may be unable or unwilling to do anything about it unless they can replicate it themselves.

Yes have same problem after the update mostly when its cold but it has happened at 50f
Called to service and getting the new update from 12-10-24 They said they will look at it then.

 

[Keebler65]

I too have had this problem after the my update. Especially in cold when outside. Going in on Jan 13 for 12-10-24 update. Service will check it out then.
Software is 24.11.1

 

[Keebler65]

Here's another attempt to make a correlation with the cluster problem.

For those who have experienced the cluster blackout problem, which Vehicle System Version software do you have?:

23.12.1 or 24.11.1 ??

You can find the version on the Setup/General screen at the very bottom of the list of various application software versions.

Mine is 24.11.1
Starting happening after my last update. Going back in Jan to get the 12-10-24 Recall for 12 volt. They will check it out then.
I feel now that others have similiar problem its a software problem. Just my guess tho.

 

[MDB]

Happy to report the new cluster worked today in 23 degree weather. (I was actually scared to look!) Opened the car door and the usual black screen showed the open car door (may also have quickly flashed the Genesis logo, not sure I saw that before but wasn't really looking). Also pleased to report that all of my settings were saved, just needed to reconnect my phone to airplay, touched the screen and I phone was recognized. Got work all done in one day with the latest VCU update. So far so good!

 

[vexige]

I think I was one of the first who suggested that the screen problems are related to the ambient temperature... Well, after coming back from vacation and car being parked outside for 7 days in 15F, the screen came right on (no preheat), subsequently I moved the car in a relatively warm garage and it took close to 10 minutes to work (longest ever) the next morning, while I was on my way to work on highway and started panicking a little...
My service is scheduled for this Thursday...

 

[MDB]

I think I was one of the first who suggested that the screen problems are related to the ambient temperature... Well, after coming back from vacation and car being parked outside for 7 days in 15F, the screen came right on (no preheat), subsequently I moved the car in a relatively warm garage and it took close to 10 minutes to work (longest ever) the next morning, while I was on my way to work on highway and started panicking a little...
My service is scheduled for this Thursday...

That sounds like my experiences. I think it does happen more often on colder days, but definitely not a necessary or sufficient condition. Something else at play.

 

[Jeffdawgfan]

I am just the opposite. It seems to work better on cold days than warmer ones. No set trend that I can identify.