Genesis App Connected Service Not Working?

[mllattanzi]

Anyone else having problems getting the Genesis app to connect to their car?

I'm using the app on an iPhone 14. I've refreshed the cache, removed and re-installed the app but still can't get status or do any of the connected service features such as lock/unlock or remote start. This has been going on for a few days now.

FYI...I have a 2023 GV70 2.5T Sport Prestige, have only owned it for 2 months now.

 

[Jhon]

Anyone else having problems getting the Genesis app to connect to their car?

I'm using the app on an iPhone 14. I've refreshed the cache, removed and re-installed the app but still can't get status or do any of the connected service features such as lock/unlock or remote start. This has been going on for a few days now.

FYI...I have a 2023 GV70 2.5T Sport Prestige, have only owned it for 2 months now.

Have you have never been connected or were you connected before and now it is not working? I had an issue with mine when I got my car. I called the 800 number they took some information from me and said wait 24 hours. The next day i was up and running and it has been working ever since. It appeared that the dealership never registered me and I just had to prove I purchased the car.

 

[mllattanzi]

Thanks for the reply. Yes, it was already setup/connected and working the first day I purchased. It's been great for the last 2 months, only stopped connecting a few days ago.

 

[mllattanzi]

Quick follow-up...issue resolved.

Ended up calling the Concierge as Jhon mentioned. There was a minimal wait on hold and the Rep authenticated me quickly via phone number before he went immediately into troubleshooting.

The Rep walked through me through a few steps in the car while the engine was running. He asked me to hold the Map & Setup buttons and walked me through the service reconfiguration process. Easy to follow process.

Everything is working as expected after a few short minutes, yay!

The Rep said the system was stuck in "sleep". He said this sort of thing happens when there is unexpected disconnect during a software update. Apparently there was a recent update pushed out and I must have driven into a cell tower deadzone and lost the connection. The update system defaulted the service into "sleep" but did not reinitiate the session.

Would have been nice if they notified me before the update was activated so I could make sure I'm staying in a coverage area. Or at least provide some notification/message for me to restart the update.

Hopefully this insight will help other owners who experience the same problem.

 

[AnClar52]

Yep, the “Hold down the Setup and Map keys” (system reboot) is a good method to try if the connected app loses connection. I’ve had to do this a couple of times now but it’s worked each time I’ve needed to do it.