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

[MHT]

I hadn't accepted the terms to accept OTA Updates when this happened as the page to do that was broken on the Genesis side. So, I'm not sure being able to receive OTA updates is the difference. I was finally able to accept OTA updates for my car two days ago. I'd honestly given up on being able to get OTA updates, and downloaded the update to a good quality memory stick and uploaded it in both of our GV70s directly. It went surprisingly smooth and was easier than I thought it would be.

If OTA updates are available for your car I believe it may have made no difference if you had agreed to accept them or not this bogus update made it through.
If for some reasons OTA updates are available for your car and you have been unable to receive an OTA update there is a possibility that this bogus update may not have affected your car.

 

[RBrylawski]

If OTA updates are available for your car I believe it may have made no difference if you had agreed to accept them or not this bogus update made it through.
If for some reasons OTA updates are available for your car and you have been unable to receive an OTA update there is a possibility that this bogus update may not have affected your car.

An OTA update was indeed available for my car. But it couldn't be received, because I was unable to accept them and Genesis was having an issue with the link which takes you to the page on Connected Services (web page) to accept them. Yet, this bogus update removed my settings and profile, requiring I redo everything all over again. Genesis has finally fixed the ability to accept OTA updates and I accepted the option to get them. Hopefully, the next time an update is released, I'll get it over the air.

 

[Genstevem]

My 2022 GV70 just reset itself for the second time, once on June 10 and then July 4. Aggravating.

 

[RBrylawski]

My 2022 GV70 just reset itself for the second time, once on June 10 and then July 4. Aggravating.

I haven't been in my car today, but we did go out in our other GV70, which was fine. You are the first person to report you had settings wiped today on this forum. I hope it's not another mass settings wipe like the one in June.

 

[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.

Have you gotten this matter resolved yet? I can’t believe it has been almost a month now and some owners are posting they are still having issues getting there previous settings restored.

 

[Genstevem]

I haven't been in my car today, but we did go out in our other GV70, which was fine. You are the first person to report you had settings wiped today on this forum. I hope it's not another mass settings wipe like the one in June.

False alarm? I knew something was wrong when I started up and the A/C was set to LO, the fan was increased and my radio settings were gone. Here we go again. The profile was set to Guest. Here’s the weird part. I pressed Change User to start a new profile, and to my surprise, my profile from before June 10 was there to choose, all intact. All the settings are back to normal.

 

[RBrylawski]

Glad it was a false alarm.

 

[jayzala]

Have you gotten this matter resolved yet? I can’t believe it has been almost a month now and some owners are posting they are still having issues getting there previous settings restored.

Not resolved. I have another appointment with the dealership this week.

 

[MHT]

Not resolved. I have another appointment with the dealership this week.

What in the world are they doing or saying?

 

[jayzala]

What in the world are they doing or saying?

They are saying their engineers are still investigating.

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[Dealer60]

I got a call this morning saying the Engineers sent out an OTA fix to my car on July 03 .. I didn’t get the pop up yesterday but only did 3 engine starts … let’s see !!

 

[pete5555]

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

Try to shut the vehicle to off let set then try again

 

[RBrylawski]

Try to shut the vehicle to off let set then try again

You're about a month late in your response. Either the OP saw settings restored by now or sat in their car and redid everything all over again. Surely, they haven't sat around for almost a month with their settings gone. This happened on June 10th to many of us. I had to reprogram everything all over again.

 

[Dealer60]

Well as an update 9th July .. after 5 days of almost no pop ups it came back with vengeance on Saturday .. I could not stop the pop ups even with engine restarts until I reset the head unit and two restarts later it cleared but now triggers again every 2 or 3 engine starts .. so worse than ever .. still nothing more from Genesis .. still can’t delete my fingerprint which is stopping the profile being deleted and a data reset. 1 month on and it’s getting worse .. so frustrated . Updated my case number .. next Saturday I’m going to the dealership hoping to get some support which has been zero so far ..

 

[MHT]

Well as an update 9th July .. after 5 days of almost no pop ups it came back with vengeance on Saturday .. I could not stop the pop ups even with engine restarts until I reset the head unit and two restarts later it cleared but now triggers again every 2 or 3 engine starts .. so worse than ever .. still nothing more from Genesis .. still can’t delete my fingerprint which is stopping the profile being deleted and a data reset. 1 month on and it’s getting worse .. so frustrated . Updated my case number .. next Saturday I’m going to the dealership hoping to get some support which has been zero so far ..

Did you try reconfiguring your Genesis Connect Service Account. I was told that even after restoring all of your previous settings after this bogus OTA update sent them into default, you have to reconfigure your Genesis Connect Service Account.
Without reconfiguring your account your settings are not properly restored and you could see a reoccurrence this problem again and you may have issues resolving any other problems that this bogus update may have caused.

 

[Dealer60]

Did you try reconfiguring your Genesis Connect Service Account. I was told that even after restoring all of your previous settings after this bogus OTA update sent them into default, you have to reconfigure your Genesis Connect Service Account.
Without reconfiguring your account your settings are not properly restored and you could see a reoccurrence this problem again and you may have issues resolving any other problems that this bogus update may have caused.

I never got as far as the system resetting .. it still can’t complete the reset due to the fingerprint .. I can’t delete the fingerprint either so I’m stuck in a perpetual cycle currently .. so my Genesis account was never disabled to need to reconfigure

 

[gcd]

I never got as far as the system resetting .. it still can’t complete the reset due to the fingerprint .. I can’t delete the fingerprint either so I’m stuck in a perpetual cycle currently .. so my Genesis account was never disabled to need to reconfigure

I have the same problem. I can't reset my profile. I talked to Genesis Customer Care today, and they have no idea what's going on. They told me that their "engineers" will look at it etc.

I have a service appointment on Friday, and I'll let you know. I'll bring the service notes posted here before. I hope they can follow the same steps and reset my profile.

It looks like only dealers will be able to reset it, and I hope it'll fix our issue. I think you should schedule an appointment. Here is a video of the problem, you may need it: Video Link

 

[jayzala]

Got back from the dealer today. They couldn't reset it, so they are ordering a new head unit and I will get it installed in a few weeks. Wow.

 

[MHT]

Got back from the dealer today. They couldn't reset it, so they are ordering a new head unit and I will get it installed in a few weeks. Wow.

If you have read some of my replies and post I have always expressed my belief that Genesis would have to replace the head units for all who are unable to restore their previous settings and If Genesis was smart they would just have Service departments to immediately replace the head units for all who are experiencing the problem that still goes unresolved. No one should have had to wait a month to get this particular issue resolved.
I am glad you are getting a new head unit and I am very hopeful that this will resolve your problem. That head unit should be expedited to were it could be installed this week if not next week.
I hope the next time you post it will be to tell us the problem has been resolved and that you are now a happy camper.

 

[gcd]

MAINTENANCE NOTICE​

Dear Genesis Connected Services Customer, We would like to inform you that this Thursday July 13th starting from 10pm Pacific Time until approximately 2am Pacific Time, Genesis Connected Services will be unavailable due to planned system maintenance. While we apologize for any inconvenience this may cause, the system maintenance is necessary to deploy system updates and improve reliability. Please plan accordingly for this downtime.​

Thank You, Genesis Connected Services Team​