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

[MHT]

I was sharing this incident with my brother in law who owns a 2019 Cadillac XTS. I also owned a 2019 XTS before trading for the G80. He said that a similar incident occurred with his car a few weeks ago and he had to go in and restore all his previous settings. The infotainment screen also went blank. The infotainment screen came back up the next day and that was when he was able to restore all of his settings. It sounds like an isolated incident, but he did not know if any other owners had experienced the same.

 

[jayzala]

Car is with the dealership for an overnight stay so that they can try to fix it. They gave me a Electrified G80 as a loaner, it's nice.

 

[MHT]

Car is with the dealership for an overnight stay so that they can try to fix it. They gave me an Electrified G80 as a loaner, it's nice.

Great! I imagine service will call Genesis Tech Support. There is a screen that if they can gain excess to it will allow them to perform operations that should allow them to get out of the screen that is locked up, enabling the restoration of your previous settings to be restored.
I saw an owner on YouTube who I believed had a 2020, excess that screen with the code needed to make some sort of change to the Audio. I could not see how to excess that screen on my 2022. If I could I don’t think I would have posted that information for this present issue as I would not want someone to get into it and perhaps make matters worse.
If service with the help of Tech Support can not resolve the issue there is no doubt in my mind they will install a new head unit.
How do you like that EV loaner. Just as soon as one shows up on the dealers lot here I am definitely going to take it out for a test drive.

 

[TO Genesis]

The app on my phone just randomly resets to Cyrillic script.

 

[jayzala]

Update: Car sat at the dealership parking lot for 2 days untouched, they couldn't get anyone to work on it. I need the car back since I am going out of town and can't take their loaner out of state.

Genesis dealers remain utterly useless, and Genesis corporate keeps their stance of keeping their customers in the dark with this.

 

[MHT]

Update: Car sat at the dealership parking lot for 2 days untouched, they couldn't get anyone to work on it. I need the car back since I am going out of town and can't take their loaner out of state.

Genesis dealers remain utterly useless, and Genesis corporate keeps their stance of keeping their customers in the dark with

I was concerned so I called Genesis Customer Service 844 340 9741. I told them what you were dealing with. They told me that under the circumstances if you would call them and explain to them what is going on they would try and get someone to walk you through getting out of that screen so you can get your settings restored.

If I were you I would make the call from the service department in front of a service writer or the manager. Let them bring your car around while you are on the phone with customer service and let customer service try and walk you through the process of getting that screen cleared.
If there is a problem you can always put someone from the service department on the line with Genesis Customer Service.

 

[jayzala]

I am concerned so I called Genesis Customer Service 844 340 9741. I told them what you were dealing with. They told me that under the circumstances if you would call them and explain to them what is going on they would try and get someone to walk you through getting out of that screen so you can get your settings restored.

If I were you I would make the call from the service department in front of a service writer or the manager. Let them bring your car around while you are on the phone with customer service and let customer service try and walk you through the process of getting that screen cleared.
If there is a problem you can always put someone from the service department on the line with Genesis Customer Service.

Thanks!

I also have a Genesis Case Manager assigned to this. I called them when the dealer told me they couldn't take a look at it. I guess the Genesis Case Manager reached out to the dealership, because then they started to take a look. I don't know what the tech did, but they too, weren't able to fix it, so my issue is still unresolved. The tech said they needed to call Hyundai Tech Link, whatever that is. I have another appointment scheduled again to bring it in for service.

 

[MHT]

Thanks!

I also have a Genesis Case Manager assigned to this. I called them when the dealer told me they couldn't take a look at it. I guess the Genesis Case Manager reached out to the dealership, because then they started to take a look. I don't know what the tech did, but they too, weren't able to fix it, so my issue is still unresolved. The tech said they needed to call Hyundai Tech Link, whatever that is. I have another appointment scheduled again to bring it in for service.

Tech Link is the technical support team who should be able to guide them through resolving your problem wether it be with the head unit in your car or recommending the head unit be replaced. The service department should have contacted Tech Link in the beginning instead of wasting your time

 

[G-472842]

Today my wife went to use her 4 month old GV70 and found that her entire profile was missing! Everything, from log in screen to ambient lighting, all gone. However, my profile as driver #2, was still there but I lost the ambient lighting, lift gate height and a couple of other conveniences. Has anyone else had this happen?

Exact same thing on my GV80. Lost my primary, secondary remained. I think it may have been the same day.

 

[MHT]

Did anyone get a message today saying, online route guidance has been activated.? There was a box to check ok. This is the first time I have ever seen this message

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[Dealer60]

Well I am in a quandray .. may 2023 GV70 was in an airport garage whilst the debacle happened.. collected on Tuesday thinking I’d missed it .. then Wednesday it started to pronounce deleting profile and all settings but gets stuck at removing my fingerprint stating no smart key available .. I assume that means both Key fobs in the car ?. Then the whole head unit stops responding until I switch off the engine .. restarting and nothing happens until 3 starts later and rinse / repeat .. I have not idea if I’m able to stop this happening .. Worse of course is the lame service from Hyundai where I bought the vehicle from saying Genesis told them it was a glitch sent to all 2023 Genesis vehicles and they (Hyundai) can’t do anything to fix it . gave me the corporate phone number for genesis and .. I have no time during the week hours to address this with work .. so I went on the ‘Genesis website and opened a case / complaint. let’s see how they respond.. Love the car but now I’m regretting my purchase.. should have spent more $ on a reliable brand with proper customer service. I definitely won’t be recommending the brand to anyone I know after this experience and would love to return it for my money back.

Update 23 June .. Tuesday, I received the standard Genesis customer service response and instructions how to reset the profile etc.. I haven’t had the time to do this yet. I have noticed that since Wednesday morning, the remove profile prompts have stopped completely ! .. Not sure if there is an expiration set into the OTA signal or if another cancel code was sent out .. For now I’m doing nothing and normal service is resumed !

 

[gcd]

Update 23 June .. Tuesday, I received the standard Genesis customer service response and instructions how to reset the profile etc.. I haven’t had the time to do this yet. I have noticed that since Wednesday morning, the remove profile prompts have stopped completely ! .. Not sure if there is an expiration set into the OTA signal or if another cancel code was sent out .. For now I’m doing nothing and normal service is resumed !

Can you post the instructions?

By the way, I found a way to re-create the problem. If you have the fingerprint, try with another finger a couple of times and restrict access. Then, infotainment starts to show profile delete popups etc. Then you can start the car by pushing the engine start button with your car key. It'll start working again(no popups)

Every time infotainment shows delete profile popups, I stop the car and start again by pushing the engine start button with the car key. It works until the next profile popup errors

 

[bak_yn]

without bothering to take it to the dealer and let it sit. I just signed back into my profile on the dashboard. Had to redo my settings but it was done on like 10 min.

 

[EdP]

without bothering to take it to the dealer and let it sit. I just signed back into my profile on the dashboard. Had to redo my settings but it was done on like 10 min.

Demand restitution! Your connected serices expire at midnight, 3 years after purchase date. They should extend your time by the 10 minutes you spent correcting their error.

 

[bak_yn]

Demand restitution! Your connected serices expire at midnight, 3 years after purchase date. They should extend your time by the 10 minutes you spent correcting their error.

Demand restitution! Your connected serices expire at midnight, 3 years after purchase date. They should extend your time by the 10 minutes you spent correcting their error.

Did yours mess up too? Did you scour the forums looking for a fix or suggest it was a fluke and not to worry?

 

[EdP]

Did yours mess up too? Did you scour the forums looking for a fix or suggest it was a fluke and not to worry?

It saw a surprise when I started the car on June 10. Put the settings back in and it was a few hours later I read about it on this forum. That was on my eight day old 2023 Sonata Limited and I was 1100 miles from home. Annoying, but nothing critical lost and yes, it wasted some of my time. Since I did it a week earlier, I knew where to find most settings.

Ranks right up there with my cable/internet. One night recently internet went out. I told Alexa to turn off the bedroom lamp and I had to get out of bed and do it myself. Technology can be fun.

 

[Dealer60]

Update 23 June .. Tuesday, I received the standard Genesis customer service response and instructions how to reset the profile etc.. I haven’t had the time to do this yet. I have noticed that since Wednesday morning, the remove profile prompts have stopped completely ! .. Not sure if there is an expiration set into the OTA signal or if another cancel code was sent out .. For now I’m doing nothing and normal service is resumed !

Update 26 July . The prompts to remove profile started again Friday. Sunday, with both key fobs with me in the vehicle, still wouldn’t progress further than stating no smart key to remove fingerprint . Reset head unit, tried to remove my fingerprint from my profile . Wouldn’t delete. Updated my case details with Genesis. Had a support call this morning, ran through everything with support on the phone Sat in the car . Nothing worked so escalated now to national IT team . Waiting for further response ..

 

[MHT]

Update 26 July . The prompts to remove profile started again Friday. Sunday, with both key fobs with me in the vehicle, still wouldn’t progress further than stating no smart key to remove fingerprint . Reset head unit, tried to remove my fingerprint from my profile . Wouldn’t delete. Updated my case details with Genesis. Had a support call this morning, ran through everything with support on the phone Sat in the car . Nothing worked so escalated now to national IT team . Waiting for further response ..

I wonder if having the dealership to reprogram or reregister the smart keys to the car might solve the problem.
Even if the smart key is able to unlock the doors and start the car it still for whatever reason is not being recognized to remove fingerprint from profile. Perhaps a reprograming or reregistering the smart key to the car might solve the issue

 

[gcd]

Update 26 July . The prompts to remove profile started again Friday. Sunday, with both key fobs with me in the vehicle, still wouldn’t progress further than stating no smart key to remove fingerprint . Reset head unit, tried to remove my fingerprint from my profile . Wouldn’t delete. Updated my case details with Genesis. Had a support call this morning, ran through everything with support on the phone Sat in the car . Nothing worked so escalated now to national IT team . Waiting for further response ..

Can you start the car by pushing the engine start button with your car key? Popups should disappear

 

[Dealer60]

Can you start the car by pushing the engine start button with your car key? Popups should disappear

There’s no problem starting the car . in my advanced trim all the fingerprint sensor ever did was set my driver profile settings after I start the engine. It never functioned as an engine start button. But once the system attempts to remove my profile and fails as it can’t remove my fingerprint it locks up the head unit until I restart the engine. Then it doesn’t try again for a variable time it seems . Inconvenient, but not the end of the world .. I’m most interested to see how Genesis customer service handles the case as a good indicator for future issues too..