Mass Issue: Genesis Infotainment Driver/User Profile Settings Reset Discussion

[MHT]

I disconnected the battery for 15 mins. Is that the hard reset?

Yes

 

[MHT]

Yes

With Genesis customer service sometimes you have to keep calling until you get someone willing to take the initiative to really help you, unfortunately this is what I have had to do.

 

[Andyj]

Dang. This sounds nasty trying to resurrect a complex vehicle by trial and error. If you have a spare car I would let the car sit unused for a couple days and see if a solution materializes.

 

[MHT]

Dang. This sounds nasty trying to resurrect a complex vehicle by trial and error. If you have a spare car I would let the car sit unused for a couple days and see if a solution materializes.

I don’t think you really have to let the car sit for a couple of days to see if the issue resolves itself as if it were to resolve itself it will do it while the car is being driven or parked as I have seen this happen.
One thing for certain is this bogus software update has created a lot of havoc. I feel sorry for those who are still trying to get things restored.

 

[MHT]

This is just a follow up post of everything I had to contend with:

Audio Turned Off and would not come on until head unit reset was performed.

Reset Audio Presets

Open Media and check option for Audio to turn off after ignition is turned off and drivers door is opened.

Pair Phone

Reset my profile.

Reconfigure Genesis Connect Service Account.

Open Map and make selection for map to display properly.

Reenter my home address for my favorite.

Select Connections on the center cluster to get the digital speed display back.

There were also some other settings that needed to be reset.

This was a learning experience as I learned how to do things that the owners manual says nothing about and even Genesis Customer Service and Engineers seem to be oblivious to

The last word from Genesis Customer Service is a software update is supposedly in the works to address this issue

I am curious to know if other owners have been able to restore everything to normal and if there are owners who still can not get out of the users agreement screen.

Sent from my iPhone

 

[Speeder]

This is just a follow up post of everything I had to contend with:

Audio Turned Off and would not come on until head unit reset was performed.

I had to reset Audio Presets

I had to go into Media and check option for Audio to turn off after ignition is turned off and drivers door is opened.

I had to reset my profile.

I had to reconfigure Genesis Connect Service Account.

I had to go into Map and make selection for map to display properly.

I had to reenter my home address for my favorite.

I had to go into Select Connections on the center cluster to get the digital speed display back.

There were also some other settings that needed to be reset.

This was a learning experience as I learned how to do things that the owners manual says nothing about and even Genesis Customer Service and Engineers seem to be oblivious to

The last word from Genesis Customer Service is a software update is supposedly in the works to address this issue

I am curious to know if alk other owners have been able to restore everything to normal and if there are owners who still can not get out of the users agreement screen.

Sent from my iPhone

Fortunately, I never lost anything or noticed any abnormal behaviors from the Infotainment System. I left the car in the garage over the past weekend and all was normal on Monday morning.

 

[Jhon]

This is just a follow up post of everything I had to contend with:

Audio Turned Off and would not come on until head unit reset was performed.

Reset Audio Presets

Open Media and check option for Audio to turn off after ignition is turned off and drivers door is opened.

Pair Phone

Reset my profile.

Reconfigure Genesis Connect Service Account.

Open Map and make selection for map to display properly.

Reenter my home address for my favorite.

Select Connections on the center cluster to get the digital speed display back.

There were also some other settings that needed to be reset.

This was a learning experience as I learned how to do things that the owners manual says nothing about and even Genesis Customer Service and Engineers seem to be oblivious to

The last word from Genesis Customer Service is a software update is supposedly in the works to address this issue

I am curious to know if other owners have been able to restore everything to normal and if there are owners who still can not get out of the users agreement screen.

Sent from my iPhone

I got everything back to where it was. It took me about 30 minutes to do it all except for getting the speed back between the two circles. I wasted a lot of time on that but someone posted a video from Genesis on how to do that. But, I don't use the radio or the navigation so I did not lose much there. I have about three stations in the preset and nothing in the nav. If your nav was loaded with waypoints, that would take a while.

 

[AnClar52]

This is just a follow up post of everything I had to contend with:

Audio Turned Off and would not come on until head unit reset was performed.

Reset Audio Presets

Open Media and check option for Audio to turn off after ignition is turned off and drivers door is opened.

Pair Phone

Reset my profile.

Reconfigure Genesis Connect Service Account.

Open Map and make selection for map to display properly.

Reenter my home address for my favorite.

Select Connections on the center cluster to get the digital speed display back.

There were also some other settings that needed to be reset.

This was a learning experience as I learned how to do things that the owners manual says nothing about and even Genesis Customer Service and Engineers seem to be oblivious to

The last word from Genesis Customer Service is a software update is supposedly in the works to address this issue

I am curious to know if other owners have been able to restore everything to normal and if there are owners who still can not get out of the users agreement screen.

Sent from my iPhone

I got everything back to normal after the wipe of both profiles. I first rebooted the system, then reconnected Connected Services. Then I went through the lengthy process of resetting everything in my and my wife's profile. Major PITA and took a couple of hours...mostly re-inputting the Sirius/XM presets...there were a lot. Since the reconfig, everything seems to be back to normal and holding. I just hope this doesn't happen again anytime soon. Hyundai/Genesis "response" to this has been terrible. My confidence in the brand has taken a major hit. If this becomes a regular, or even a semi-regular occurrence, I'll look to another brand for my next car. Shame as I really like my GV70.

 

[Markdes]

My confidence in the brand has taken a major hit. If this becomes a regular, or even a semi-regular occurrence, I'll look to another brand for my next car.

Me thinks you are not alone in your thinking...

 

[RBrylawski]

I got everything back to normal after the wipe of both profiles. I first rebooted the system, then reconnected Connected Services. Then I went through the lengthy process of resetting everything in my and my wife's profile. Major PITA and took a couple of hours...mostly re-inputting the Sirius/XM presets...there were a lot. Since the reconfig, everything seems to be back to normal and holding. I just hope this doesn't happen again anytime soon. Hyundai/Genesis "response" to this has been terrible. My confidence in the brand has taken a major hit. If this becomes a regular, or even a semi-regular occurrence, I'll look to another brand for my next car. Shame as I really like my GV70.

You're right. Their response to this or total lack of response is more accurate has not been a smart move on their part. I'm sure they're just hoping once we reset everything, which like you I did, we'll forget about it. But something so simple as a letter or email from Genesis leadership apologizing for the mess they created and maybe even a small offer of something to compensate the likely thousands of people they did this to would go a long way. It's not good enough to build a great car. You also have to take really good care of your customers and yes, apologize when you screw up.

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[Hueydriver]

Guess I am lucky! Not a problem with my 2023 G70. Granted, haven't driven it for a week.

 

[gcd]

I had the problem again with GV70 today(stuck on the fingerprint screen, resetting profile popups, etc.). It was not working until I started the car by pushing the start-stop button with the key. It passed the fingerprint screen and allowed me to access the menu. There, on the Connected Services menu, I pressed reconfigure and suddenly got a service due notification(which is true). Maybe pure luck, but you may try it.

EDIT: Ok, it happened again, but I started the car by pushing the button with the key and fixed it.

 

[MHT]

I

I had the problem again with GV70 today(stuck on the fingerprint screen, resetting profile popups, etc.). It was not working until I started the car by pushing the start-stop button with the key. It passed the fingerprint screen and allowed me to access the menu. There, on the Connected Services menu, I pressed reconfigure and suddenly got a service due notification(which is true). Maybe pure luck, but you may try it.

I had posted earlier that Genesis Customer Service had informed me that even if you successfully restore all your settings you have to go in and reconfigure the Genesis Connect Service Account, as to not do so your settings are not properly restored and you could encounter other issues. The account must be properly activated to perform a number of other task.

I am glad to know you are back up and running.

 

[Jjl8868]

Hello,
I have a 2021 GV80/Prestige. 30K miles
Today I started it up & all my settings were somehow back to factory default !!!! What pain.
Does anyone have a clue why this happened ?
Thanks

Hey Tim, just happened to my 2023, GV70 as well. It just so happens. I took mine in for a recall, and was told by the service writer that he thought my battery went down too low. I think they’re having more trouble than they let on. No matter who I talk to, they all seem to be withholding what’s really going on. Not a good sign!

 

[MHT]

Hey Tim, just happened to my 2023, GV70 as well. It just so happens. I took mine in for a recall, and was told by the service writer that he thought my battery went down too low. I think they’re having more trouble than they let on. No matter who I talk to, they all seem to be withholding what’s really going on. Not a good sign!

After all these posts do you really believe it was your battery Genesis Customer Service advised me to take my car into service for an issue I was still having after restoring most of my settings. This had to do with an Audio issue that others had posted about due to the bogus software update. Genesis Customer Service kept saying the issue was unrelated but I knew differently.
I would not take the car into service because I knew service would not know what was going on and I was not going to waste my time. Instead I reached out to members on this forum and they provided the information I needed to quickly resolve my Audio problem.
I called Genesis Customer Service back and read the rep the riot act over how poorly this situation was being handled and the lack of knowledge by some customer service reps as well as engineers. I let the rep know that as far as I was concerned this was a serious matter and that this Forum was lighting up like a Christmas Tree from complaints from other disgruntled owners.
The service rep expressed her apologies and gave me three months extended services for my Connect Service which is complimentary until 2025. I gladly excepted as something is better than nothing.
Other than this issue I have had no real problems with my G80 which I am very pleased with.
I really have no issue with Genesis as this problem could happen with any brand and who is to say that it has not, we just don’t know about it.
My problem with Genesis is the inadequate way they are handling this issue and how it appears they are not taking it seriously. We as customers deserve better and need to be more informed as to the cause of this problem and what step Genesis is taking to make certain this does not happen again. By doing so would better strengthen our Confidence in Genesis.

 

[RaysGen]

I had contacted Customer Care about this issue last Sunday. They sent me a response Wednesday which was not too helpful. Friday Customer Care sent a survey. My response..

We really like our 7 month old 2023 Genesis G80 Prestige. We previously had a 2017 Ultimate and like that very much as well. In 7 months we only had the forced reset with no other problems with the current Car. So love the car but it took me over an hour to reenter my settings. I contacted Genesis Care on Sunday and didn't receive a response until Wednesday afternoon. I am very disappointment that Genesis support did not proactively reach out to Customers given this impacted many (but not 100%) of the Customers. It was mostly left to customers to use a non Genesis forum to figure out what was going on. A very non luxury experience for a car costing $74,000. I still like the car but do not have confidence in the support. the 5 of 10 star reflects a blended response Car/Support

 

[Jjl8868]

After all these posts do you really believe it was your battery Genesis Customer Service advised me to take my car into service for an issue I was still having after restoring most of my settings. This had to do with an Audio issue that others had posted about due to the bogus software update. Genesis Customer Service kept saying the issue was unrelated but I knew differently.
I would not take the car into service because I knew service would not know what was going on and I was not going to waste my time. Instead I reached out to members on this forum and they provided the information I needed to quickly resolve my Audio problem.
I called Genesis Customer Service back and read the rep the riot act over how poorly this situation was being handled and the lack of knowledge by some customer service reps as well as engineers. I let the rep know that as far as I was concerned this was a serious matter and that this Forum was lighting up like a Christmas Tree from complaints from other disgruntled owners.
The service rep expressed her apologies and gave me three months extended services for my Connect Service which is complimentary until 2025. I gladly excepted as something is better than nothing.
Other than this issue I have had no real problems with my G80 which I am very pleased with.
I really have no issue with Genesis as this problem could happen with any brand and who is to say that it has not, we just don’t know about it.
My problem with Genesis is the inadequate way they are handling this issue and how it appears they are not taking it seriously. We as customers deserve better and need to be more informed as to the cause of this problem and what step Genesis is taking to make certain this does not happen again. By doing so would better strengthen our Confidence in Genesis.

No, I don’t believe it was the battery. I believe that there are so many issues with these cars that they just want people to go away. Not the thought process to grow the company and achieve brand recognition. Instead, they are penalizing the people who took a chance with the Genesis brand. The poor customer service and lackluster reliability is not going to get them anywhere. Word of mouth will get around faster than anything else. It’s a shame, they could have really been great!

 

[Jhon]

No, I don’t believe it was the battery. I believe that there are so many issues with these cars that they just want people to go away. Not the thought process to grow the company and achieve brand recognition. Instead, they are penalizing the people who took a chance with the Genesis brand. The poor customer service and lackluster reliability is not going to get them anywhere. Word of mouth will get around faster than anything else. It’s a shame, they could have really been great!

I agree with your frustration and if I had the issues you have, I would be as mad as hell.
But, other than my car resetting last saturday, mine GV80 has been trouble free and my yearly service has been a delight. Not all people have issues.
That being said, they have gone radio silent on the Saturday wipeout. I think they need to get their heads out of the sand and start talking to people.
Oh, and get some batteries in stock.

 

[RBrylawski]

I agree with your frustration and if I had the issues you have, I would be as mad as hell.
But, other than my car resetting last saturday, mine GV80 has been trouble free and my yearly service has been a delight. Not all people have issues.
That being said, they have gone radio silent on the Saturday wipeout. I think they need to get their heads out of the sand and start talking to people.
Oh, and get some batteries in stock.

I agree with you. We're only in our 4th month with two 2023 GV70 Sport Prestige, it has been excellent. And so far, my dealer has been beyond responsive to me. Other than the reset of all system settings in my GV70 (but not our other GV70) it's has been a great experience.

But I called Genesis and asked why they were not communicating with their customers and all I got was the polite, requisite I'm sorry. In contrast, a couple years ago, Mercedes did something which messed up the Me Connected app for many many users. I wasn't even aware, until I received an email from Mercedes saying they messed something up, how to fix it and invited people to drop by their dealer, if they had any issues. They were apologetic as they should be and they acknowledged, they messed up.

I told the Customer Support about this and suggested they convey this message higher up. But here we are week later and I don't think we'll ever hear about their mistake from Genesis directly.

I've also seen some people say, they were offered 3 months of connected services. I wasn't offered anything after even suggesting Genesis needs to compensate us in some thoughtful way for what they did.

Genesis makes a WONDERFUL car. They have growing pains, for sure, not the least of which is how to treat customers when you cause them pain.

 

[Markdes]

They have growing pains, for sure, not the least of which is how to treat customers when you cause them pain.

The problem with that statement is Genesis has been around long enough to know better. Since I believe 2008!