Home screen freezes up

[Cut-Throat]

My name is Brian and I have a G80 2017 sedan . This freezing and erratic XM functional behavior that freezes the entire system began to happen to me about one month ago. The last time I performed a map system upgrade was approximately one year ago. Any suggestions ?

MAP version 12.41.51.592.005.2
s/w ver DH19MY.USA.SOP.04.023

Yes, read this thread and you will have your exact answer.........

 

[Golfattorney]

If you read this entire thread, you'll have your answer... No need to be frustrated!

The CEO for Genesis USA is Mark Del Russo. I sent a complaint via the Genesis website and asked for his email address because I want to send him a scathing letter to tell him how disrespectful Genesis has been by not voluntarily contacting its owners with the problem--and they have the list since Genesis required us to register for connected Services and Travel Link. Does any have it? I think everyone who cares enough should write him a letter and tell him what we think about the lack of transparency, etc.

 

[rbwillnj]

The CEO for Genesis USA is Mark Del Russo. I sent a complaint via the Genesis website and asked for his email address because I want to send him a scathing letter to tell him how disrespectful Genesis has been by not voluntarily contacting its owners with the problem--and they have the list since Genesis required us to register for connected Services and Travel Link. Does any have it? I think everyone who cares enough should write him a letter and tell him what we think about the lack of transparency, etc.

I guess I really don't see it that way. Genesis didn't change anything. SXM changed their data feed causing a conflict with the MapnSoft software. We the owners discovered the problem and the cause. All of that happened over the course of a couple of weeks. I think Genesis could have been a bit more proactive in getting the word out once the problem was identified, but it's not like Genesis has everyone's email address. And while they should know who was still eligible for the complementary travel link service, once that expired, they would have no way of knowing who was still on it.

If you worked through MapnSoft, or Genesis, (at least after the first couple weeks) they would have suspended your travel link subscription. They have said that they would reinstate it and give us some extra time once reinstated. That said, you will still need to communicate with Genesis and/or MapnSoft. They will otherwise have no way of knowing when you install the updated software and when it's OK to turn Travel Link back on.

 

[Cut-Throat]

I guess I really don't see it that way. Genesis didn't change anything. SXM changed their data feed causing a conflict with the MapnSoft software.

Me neither! --- They actually swapped out my Navigation System Unit, and I'm sure they would have preferred knowing that it was a software problem and especially NOT THEIR Software problem.

 

[BWalla]

I respectfully agree with golf attorney I don't believe Genesis did anything to help its customers. The only information I ever got from consumer affairs, and this was multiple phone calls ,was that they were working on it. Absolutely no offer of compensation, no offer to turn off travel link, no information at all as to when it might be fixed. If it hadn't been for this forum and my own action of canceling my XM travel link subscription my car may still be having the same issues. And seriously, do you really believe they don't have everybody's email? they have enough information that they could have contacted all the owners. They don't have any problem contacting us when they want to sell us something.

 

[Cut-Throat]

The only information I ever got from consumer affairs, and this was multiple phone calls ,was that they were working on it.

Probably because 'Working on it' meant that they were trying to identify exactly what was wrong and the correct fix for it.... -- Not the guessing and trial and error methods that you see in this thread.

In the meantime they were replacing the Navigation Head Units on quite a few Genesis at their expense. So, don't you think it was in their best interest to get this resolved. Because this problem manifested itself in early February, there was not a lot of time to act. Add in a 3rd party like XM and it complicates things immensely..... But consumers can play the Woulda, Coulda, Shoulda finger pointing all they want, but they really don't know all the facts.

 

[EXCADDY]

Probably because 'Working on it' meant that they were trying to identify exactly what was wrong and the correct fix for it.... -- Not the guessing and trial and error methods that you see in this thread.

In the meantime they were replacing the Navigation Head Units on quite a few Genesis at their expense. So, don't you think it was in their best interest to get this resolved. Because this problem manifested itself in early February, there was not a lot of time to act. Add in a 3rd party like XM and it complicates things immensely..... But consumers can play the Woulda, Coulda, Shoulda finger pointing all they want, but they really don't know all the facts.

Really? Here's my facts. I started having issues for several weeks and only found out what the problem was by visiting this forum. So I went through the process with MapnSoft to get the download stopped until this problem is really fixed. But before I contacted MapnSoft I called my dealer's service manager to make sure this was the right thing to do. He and the dealership have been aware of the problem and cause for weeks as have Genesis USA. They all have contact information for me. My G80, bought new 2 years ago, was just in for the year 2 service and no mention of a potential problem like I encountered after the service. No contact to alert me of this problem and no proactive action on their part to address it. Meaning, they could have dealt with MapnSoft like I did. They could have sent out notifications to those customers who might be affected, etc. You may think there's no obligation on their part but for me, I didn't buy the car from XM or MapnSoft. I bought it from Genesis and it came with full support for any issue for 3 years. My facts say they have totally failed in service to their customers. They have done nothing to mitigate a problem affecting a large number of their customers. And your insulting Woulda, Coulda, Shoulda finger pointing comment is just BS.

 

[Cut-Throat]

Really? Here's my facts. I started having issues for several weeks and only found out what the problem was by visiting this forum. So I went through the process with MapnSoft to get the download stopped until this problem is really fixed. But before I contacted MapnSoft I called my dealer's service manager to make sure this was the right thing to do. He and the dealership have been aware of the problem and cause for weeks as have Genesis USA. They all have contact information for me. My G80, bought new 2 years ago, was just in for the year 2 service and no mention of a potential problem like I encountered after the service. No contact to alert me of this problem and no proactive action on their part to address it. Meaning, they could have dealt with MapnSoft like I did. They could have sent out notifications to those customers who might be affected, etc. You may think there's no obligation on their part but for me, I didn't buy the car from XM or MapnSoft. I bought it from Genesis and it came with full support for any issue for 3 years. My facts say they have totally failed in service to their customers. They have done nothing to mitigate a problem affecting a large number of their customers. And your insulting Woulda, Coulda, Shoulda finger pointing comment is just BS.

OK, just get a lawyer .... Or Get another Caddy !

 

[BPMonahan]

hello: I have a 2017 G80 that this exact behavior began happening to me at the end of January . I have not installed any software updates in over a year. Pressing the reset button, or stopping and restarting the car solves the problem for 10 minutes and then its back. It does not effect the FM/AM radio functions. Does anyone have any suggestions on a remedy ?
Thanks
Brian

 

[BPMonahan]

OK, just get a lawyer .... Or Get another Caddy !

thank you for pointing me to the solution. Can you suggest what I should do next ? does Genesis have a software update, or to I call XM to cancel my data service(weather, local movie times, stock prices...not very useful

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[Cut-Throat]

thank you for pointing me to the solution. Can you suggest what I should do next ? does Genesis have a software update, or to I call XM to cancel my data service(weather, local movie times, stock prices...not very useful

I called XM and cancelled my Entire Subscription, and had them credit me for the Music portion for the remaining time left. And then I re-newewed the Music Subscription for another year.... Problem solved and it has been outlined quite a few times in this thread already. What I cannot understand, is why people just don't take the time to read this thread and employ a solution to their problem. It's really not that difficult.

 

[BPMonahan]

thank you

 

[bubbaG80Sport]

I called XM and cancelled my Entire Subscription, and had them credit me for the Music portion for the remaining time left. And then I re-newewed the Music Subscription for another year.... Problem solved and it has been outlined quite a few times in this thread already. What I cannot understand, is why people just don't take the time to read this thread and employ a solution to their problem. It's really not that difficult.

You can lead a horse to water, but you can't make it drink.

 

[G-265741]

just a quick comment to those bad rapping Genesis customer services. I started a call March 1 and was treated well. They provided a case number and gave me the best knowledge they had at the time and also provide a direct phone number which has been noted in previous posts. They said that their engineers were working on a solution and to check back in a week or two. I called today and was surprised to get the same operator who rememberEd me and took my radio ID number and said that it would be given to the team to temporarily deactivate the travel link which genesis is aware is the issue and that would fix the. Screen freezes for now until a more suitable solution is developed. My service will be credited back from the time of solution and I can check the status any time via the provided phone number. Our discussion indicated that Genesis is aware and working on things for their customers. Of course when folks are doing work arounds they don’t know specifically which cars are still effected so they will need you radio ID and VIN to ensure it’s corrected. My two cents is work with Genesis and apply some patiences. Ive been using the tethered feature and android auto and listening to XM via my phone as a work around since March 1 and trusting Genesis to work the problem. I love my car. 2019 G80.

 

[G-135341]

This is exactly the issue I am having on my 2018 G80 Sport. This did not start until I installed the latest 14.10 version (November 23rd, 2020 release) of the update last week. I am still convinced it's the latest 14.10 update causing the issue.

What is the part number on your SD card?
What is the DIS information from your vehicle.

My versions are ...

SD-Card
MODEL / MODEL YEAR: 2018 G80 (9.2-inch HD navigation system with DIS Multimedia Controller)
PART NUMBER: 1411SP2_DHPE


Information from vehicle DIS
Model: DHBS.P2ALC.NA
S/W VER. : DH PE USA SOP.01.013
I-BOX VER.: PR-DH-NA E400 20201006
MAP VERSION: NAM.13.47.50.610.001.3
NAVI Application: PR2.NAM.HMC.201022.1001
Gracenote SDK VER.: 5.6.2.44
Gracenote DB VER.: NA[5804]

It would be useful if people could post the specific version information to determine the root cause of this issue.

Same car and same problem. Dealer said GPS updated needed. Didn't work. Dealer said Sirius problem & Sirius says car problem. Supposedly all working issue. Had to make direct contact with Sirius and Hyundai/Genesis to get anywhere. Waiting to see wht answer will be.

 

[joegr]

I feel like it is both Sirius and Genesis at fault here, but mostly Genesis's (Hyundai) problem.

It looks like Sirius changed something in their data stream. I don't know if it is now out of their specified protocol or not, but it probably is not since other manufacturers seem to be okay with it.

Even if they are now streaming "bad" data, it shouldn't be causing our receivers to crash or have other serious problems. The receiver should be checking the integrity of the data it receives and rejecting anything that is "bad" or that it doesn't understand. This is fundamental in software development, but it often seems to be overlooked. It can be relatively easy to program for the best case situation, but really good code allows for the graceful handling of everything that could reasonably go wrong. If they had done it right, the worst case right now should be that there was no longer traffic or related data, not that the unit freezes up.

 

[DavidPCortese]

I have not seen anyone post these additional symptoms yet and wanted to include a few of my other observations. Of course, I experience the same issues as the rest of the Genny owners here. However, I have also experienced the navigation lock up in the middle of a trip, which is frustrating to fumble with my phone while driving to get to my destination. Also, my G80 has the heads up display with the speed limit. After the system locks, the speed limit freezes and is incorrect. On occasion, I subconsciously rely on it while driving and have noticed myself speeding when the lockup occurs. Also, while the system is locked, text messages are not received by the unit via Bluetooth connection. While these issues are not serious primary system malfunctions, it does negatively contribute to driver safety.

I am happy to see there is a workaround to cancel the TravelLink service I paid when I bought the car (sorry, complimentary service). I am debating the SXM call to tech services, but am concerned they will give me $5 for my trouble (as another has pointed out). My patience is running low after 5 weeks with this issue so I might make the sacrifice. Thanks to all that have tested and contributed to this thread.

Maybe time for a class action lawsuit discussion. I also consider whether Motor Trend or Car and Driver might be interested in the story. I have considered a report with NHTSA. After a recent accident with a GV80 that caught the attention of the media, I would imagine an issue like this might garner more focus for Genesis / Hyundai, regardless of blame.

Thanks for listening to my frustration and ranting. Drive safe.

I agree 100% with this - I have a 2019 G80 and am very frustrated with the dealer's inaction. I'm also an attorney in Massachusetts. I'm starting to think about gathering names for an action. If Genesis - from whom I bought my vehicle - chooses to remain in hiding, perhaps we can force them out.

 

[Roger M]

Interesting, my Service Advisor also indicated that she was asked by Tech for my 'numbers' so they could fix my radio.

 

[Roger M]

Interesting, my Service Advisor also indicated that she was asked by Tech for my 'numbers' so they could fix my radio.

I agree 100% with this - I have a 2019 G80 and am very frustrated with the dealer's inaction. I'm also an attorney in Massachusetts. I'm starting to think about gathering names for an action. If Genesis - from whom I bought my vehicle - chooses to remain in hiding, perhaps we can force them out.

The common thread here appears to be the 9.2-inch HD navigation system with DIS Multimedia Controller. That can affect cars back to 2015. All the cars get at least the preview channels to Sirius XM whether they subscribe or not. Still other makes are not having this problem. This means there must be a software conflict on the Genesis side. This many cars affected in such a short time span doesn't seem like a random event.

 

[EdP]

I agree 100% with this - I have a 2019 G80 and am very frustrated with the dealer's inaction. I'm also an attorney in Massachusetts. I'm starting to think about gathering names for an action. If Genesis - from whom I bought my vehicle - chooses to remain in hiding, perhaps we can force them out.

What do you expect the dealer to do? The dealer can only install what they are given. While we are blaming Genesis it may actually be the maker of the head unit. Ultimately Genesis has to get the fix to the customer and they are allegedly working on it.