Navigation Radio Diagnostic Questionnaires for Warranty Exchanges Through PQC Parts Restriction Process -For Navigation Radios with AM, FM, XM, CD, DVD, NAV, GPS, MP3, USB,Audio, Display, Map Concerns

This bulletin is being revised to update the radio part number list and delete questionnaires 6 and 7. Please discard Corporate Bulletin Number 08-08-44-010C (Section 08 -- Body and Accessories).

As of September 2, 2008 , Navigation Radio assemblies for warranty repair only will be placed on restriction through the PQC (telephone number 866-654-7654) as part of our ongoing quality improvement efforts. In recent Navigation Radio part reviews there were a large percentage of radios exchanged in which the customer's concerns could not be duplicated during testing or published SI documents were available to correct the condition without the need for an exchange unit. Your cooperation with this program is greatly appreciated.

Note: To order non-Navigational Radios and Instrument Panel Clusters (IPC) please continue to follow the normal process and contact an authorized Electronic Service Center (ESC) for assistance. Only Navigation Radios are on restriction through the Product Quality Center (PQC).

Prior to contacting the PQC and requesting an exchange Navigation Radio, the repairing technician should fill out the appropriate part number specific questionnaire and review the referenced bulletins and PIs. If this is not possible, the dealer representative should be knowledgeable with the customer concern and what diagnostics have taken place. The information gained from these questionnaires is fundamental in helping GM identify and solve radio concerns as we strive to improve quality and increase customer satisfaction.

Printing This Document

To print the applicable questionnaire pages, select File then Print Preview. Use the arrows at the top of the screen to scroll left and right through the bulletin to identify the correct pages containing the questions. With the pages identified, click on the Print button at the top left. In the pop-up box, select "Pages" in the "Print Range" and type in the pages. For example, to print pages 19 through 22, type in the box provided "19-22". Once the page range has been filled in, click the Print box at the bottom of the pop-up box.

Navigation Radios with physical damage (for example: shattered displays, impact damage to the radio face and fluid damage) must be reviewed with the District Service Manager for appropriate coverage prior to contacting the PQC. The dealership must note the District Service Manager's approval on the Repair Order. along with the reason for the goodwill assistance. Do NOT disassemble the radio to try and retrieve stuck CDs/DVDs as this may result in a debit to the dealership.

Retrieve the Navigation Radio part number using the Tech 2®. Refer to Corporate Bulletin Number 04-08-44-005C Utilizing Tech 2 to Retrieve Part Numbers for Radios, Compact Disc (CD) Changers and Instrument Panel Clusters (IPC). Scroll down the bulletin for the appropriate questionnaire based on the Navigation Radio part number. Fill out the "General Questions" section and the section that applies to the customer concern. For example: If the customer concern is with the CD mechanism, it is only necessary to fill out the questions pertaining to the CD/DVD. The appropriate questionnaire must be completed before contacting the PQC.

*For Navigation Radio part numbers NOT listed in the table below, contact the PQC.

*For Navigation Radio part numbers NOT listed in the table above, contact the PQC.

General Questions

1. What is the radio part number?
2. Which Electronic Service Center (ESC) should the radio be ordered from?
3. What is the radio RPO Code?
4. What is the customer concern? Describe in detail including unusual noises and what functions are affected.
5. Can the concern be duplicated and how (step-by-step instructions)?
6. Is the condition eliminated after the ignition is cycled?
7. What Diagnostic Trouble Codes (DTCs) are set?
8. Is there any aftermarket equipment installed on the vehicle (list)?
9. If the concern is physical damage (broken/shattered video screen or scratched face plate), has the DVM approved the replacement? If not, the dealer must contact the DVM for review and approval. Refer to Corporate Bulletin Number 08-08-44-015, Information on Inappropriate Warranty Claims submitted for Damaged Radios and Instrument Panel Clusters.

A copy of the Repair Order should be included with the returned radio.

Ensure the radio is sufficiently protected during shipping to prevent damage to the radio assembly.

Answer the appropriate questions that relate to the customer's concern.

Navigation Map Questions

1. Are other radio operations functioning properly? (Yes/No)
2. Will the radio accept and read a map disc with no errors?

If No:

•	What is the Map DVD disc part number?

•	What are the specific NAV Error messages displayed?

•	Will the Map disc work in a similar vehicle?

•	Did the following bulletin or PI change the condition?

-	08-08-44-013 Navigation Radio Intermittent Blank/Black Screen, Map Disc Read Errors, Features Not Accessible While Driving, Navigation Radio Resets Upon Startup (Update Navigation Radio Software)

-	PIT4329D Navigation Disc Replacement

If Yes:

•	Is the navigation map displayed?

•	Is the system able to enter/choose destinations and run Route Guidance?

•	If the customer concern is accuracy, drive to the intersection and check the map for proper location.

Notice: Specific addresses are not always accurate. Address numbers in the MAP database may be equally spaced along roads and may not display the actual location.

•	Did the following bulletins and PI change the condition?

-	08-08-44-023 Navigation Radio Not Displaying Accurate Vehicle Location After Radio Replacement

-	07-08-44-026 Navigation System Has Old Map And/Or Voice Recognition Commands Do Not Work

-	PIT4369A Navigation System Gives Out Of Way Directions

3. Is the red "No GPS Signal" icon on constantly/frequently?

If No:

•	Check for a faulty GPS antenna

•	If the GPS antenna checks good, then replace the radio.

If Yes:

•	Confirm that the vehicle does not have aftermarket window tinting added. Some tinting interferes with GPS reception.

•	Are items placed on the center of the Instrument Panel (I/P) or attached to the windshield which could reduce GPS reception?

•	Has the GPS Antenna connection to the radio been checked?

•	Did the following bulletin and PI change the condition?

-	08-08-44-027 Information on NAV Radios That Have A Weak Or No GPS Signal

-	PIC4611 Nav Radio is Inoperative or Inaccurate

4. Is the Nav/map operation intermittent?

If Yes:

•	Has the MAP disc been checked for scratches, fingerprints, oils?

•	Has a known good correct part number MAP disc been tried in the radio?

•	Perform a "Two Button Press" to check the map drive software version (last 11 characters) to see if non-alphanumeric text is displayed.

Two Button Press Procedure

-	Black Tie -- FM screen tuned to a non-RDS FM station, press and hold Menu and Config buttons

-	SuperNAV -- FM screen tuned to a non-RDS FM station, press and hold Menu and Seek-Up

-	If necessary, press the Audio button to return to the FM screen to view the displayed text.

-	If non-alphanumeric text is displayed, the radio will need to be replaced.

5. Is the map or arrow icon spinning or rotating while driving? Confirm that the customer understands the difference between Heading up and the MAP showing North as up. Press the top left icon on the screen to change the MAP view. This information is in the Owners Handbook Symbols section.

DVD/CD Player

1. Will the player accept and eject a disc?

If No:

•	Does the radio display indicate that there are discs installed?

•	Does the DVD/CD make noises?

•	Disconnect battery power from the radio to reset the CD mechanism. Will the CD eject?

•	Did the following bulletins and PIs change the condition?

-	08-08-44-021 Navigation Radio Will Not Accept, Eject Or Play CDs Or DVDs (Cycle Power To The Radio And Update Radio Software) (Cadillac)

-	07-08-44-024 Radio Locks Up While Playing CDs, DVDs or MP3/WWA discs; Radio Will Not Play CDs or DVDs; Disc Becomes Unplayable And Will Not Eject; DVD Freezes Up While Playing

-	PIT4189C Navigation Radio Media Installation

-	PIT4251A Inserted Navigation Disc into CD player and Now Radio Will Not Eject Disc (Non Cadillac)

-	PIT4329D Navigation Disc Replacements For Service Repairs 1-877-NAV-DISC (1-877-628-3472)

If Yes:

•	When does the CD/DVD concern occur?

-	Same length of play time?

-	Same track/chapter?

•	Is the suspect disc a commercial copy? In not, suspect an incompatible format. Use a commercial legal known good disc (CD audio and DVD movie) to evaluate the DVD and CD functions.

2. What is the specific error message that is displayed? Refer to the System Message table below.
3. For Cadillac NAV only:

•	"Top Drive" is for NAV Map disc only. Confirm that the Navigation MAP disc is used in this slot only. A DVD movie or audio CD will not play in this slot.

•	"Bottom Drive" is CD/DVD changer.

-	Check the disc quality. Check for paper labels. Is the disc cracked, scratched or warped?

-	Is the disc stuck? If it is, pull the radio fuse and try to eject the disc again.

Display Screen, Back Up Camera Or Rear Video Operation

1. Is the radio power on?
2. Is the complaint for a black screen?

If Yes:

•	Is the I/P dimming turned all the way down? Is the twilight sentinel/sensor working properly?

•	Are the hard key buttons backlit?

•	Is the radio LCD screen backlight on?

•	Has the display been turned "OFF" by the driver? Selectable in menu.

•	What mode is the radio in during the fault? Navigation, radio or CD/DVD?

•	Will the display tilt button work?

•	Is the map section black only?

•

When does the black screen occur? Immediately upon startup? When going into or out of Reverse gear? While driving? Is the concern repeatable? If yes, remove and replace the radio. Did Corporate Bulletin Number 08-08-44-013 Navigation Radio Intermittent Blank/Black Screen, Map Disc Read Errors, Features Not Accessible While Driving, Navigation Radio Resets Upon Startup (Update Navigation Radio Software) change the condition?

•	Is the touch screen functional? Test by pressing in the area that the soft buttons would be. For example, the radio presets. If the radio changes station, replace the radio.

3. Is the concern for rear video operation? Did the following bulletins and P/Is change the condition?

•	07-08-44-018 -- EI07233 Rear Seat Entertainment Does Not Work Properly, Blank Screen, Audio Heard But No DVD Playing, Video Screen Monitor Inoperative

•	06-08-44-026A Rear Video Screen Inoperative -- Blank/Black Screen With Audio Present

•	06-08-44-035 Blank/Black Screen After Ignition Key Is Cycled, DVD Audio Is Present

•	PIT4062A Lost or Missing Parental Security Code for U42 Video System

•	PIT4120A Rear Seat Audio Inoperative After Service Repair

•	PIT4252 How To Fade All Audio To Rear Speakers When Playing A DVD

•	PIT4452 No Video On Rear Screen But Audio Works From Speakers

4. Is the complaint for another display or screen concern? Did the following bulletin and PIs change the concern?

•	06-08-44-032 Blank/Inoperative Screen, No Audio Present

•	PIT4481 Blue or White dots displayed on NAV Screen

•	PIT4474 Navigation Display blank or flashing DTC B1288 And B1289

•	PIT3862E Rear Vision Camera Inoperative

Radio / Audio Control

1. Is the chime too loud? If yes, reset to normal volume in Driver Information Center (DIC).
2. Does the "splash" screen show the Delphi or GM brand when the radio is turned on? If yes, calibrate the radio for the given vehicle.
3. Can the volume be adjusted?
4. Do the steering wheel radio controls all function properly? If not, check the wiring and perform the Steering Wheel Controls Diagnostic procedure.
5. Can bands be changed using the radio hard key or touchscreen? If not, remove and replace the radio.
6. Is the concern with XM, AM or FM operation? Did the following bulletins and P/Is change the condition?

•	08-08-44-008A XM Does Not Retain Station Settings From Previous Ignition Cycle

•	02-08-44-007C Negative Impact Of Dealer-Installed Cloth/Vinyl Roofs On XM Radio and/or OnStar® Systems

•	03-08-44-005H Poor Radio Reception Or Radio Static/Increased Interference With Rear Window Defogger On or Some Rear Window Defogger Grids May Be Inoperative (Diagnose and Repair Rear Window Defogger Heating Grid)

•	06-08-44-015A Information On Eliminating Noise In Audio System When Using Portable Playback Device

•	07-08-44-004A Diagnostic Information On Navigation Radio Aftermarket Modules Causing Various LAN Communication Concerns, DTC, No Crank, Vehicle Stability Lights/Messages, TPM Warning Lights, PRNDL Position Errors

•	PIC3228E Dealers Seeking Technical Support for XM Digital Radio Receivers

•	PIC4674 Static Whine or Loud Pop Noise In Speakers

•	PIT4163A Audio from Left Front Speaker Only

•	PIT4616 XM Radio Inoperative Or XM Band Missing From Radio at Times

7. Is the voice recognition inoperative? Did Corporate Bulletin Number 06-08-46-004 Navigation Radio Voice Recognition Is Inoperative, May Not Follow Customer Command Or May Not Recognize Customer Voice (2007 model year only) change the condition?
8. Is the concern with the Heads Up Display (HUD)? Did Corporate Bulletin Number 07-08-44-023 Heads Up Display Does Not Display Station, Band Or Turn By Turn Information change the condition?
9. Is the concern during OnStar® operation? Did the following bulletins and P/Is change the condition?

•	07-08-46-002B Audio Whine Noise From Radio Speakers When Using OnStar®

•	02-08-44-007C Negative Impact Of Dealer-Installed Cloth/Vinyl Roofs On XM Radio and/or Onstar® Systems

•	PIC4500C OnStar® Progression Tones After Call End Attempt Is Made

•	PIC4801A Onstar® Turn By Turn Feature Inoperative

10. Is the concern about noise from the radio? Did Corporate Bulletin Number 06-08-44-034C Information On Noise Sources From Navigation Radio-CD/DVD Disc Accessing Noise From Radio Fan, For Cooling, Disc Accessing Noise For Navigation Operation Or NAV Traffic Information change the condition?
11. Is the concern about clock accuracy? Did PI PIT4635 Navigation Radio Clock Looses Time or Becomes Inaccurate change the condition?
12. Is the concern with the radio display being locked or with Theft Lock? Did PI PIT4007C Radio Displays Locked After SPS Programming change the condition?
13. Is the concern with the Speed Compensated Volume? Did PI PIT4626 Speed Compensated Volume Does Not Change the condition?
14. Is the concern with the radio changing stations or volume by itself? If yes, confirm with the customer that the steering wheel controls are not being inadvertently pressed while driving. Did Corporate Bulletin Number 07-08-44-022 Radio Volume, Band And Stations Change By Themselves change the condition?

General Questions

1. What is the radio part number?
2. Which ESC should the radio be ordered from?
3. What is the radio RPO Code?
4. What is the customer concern? Describe in detail including unusual noises and what functions are affected.
5. Can the concern be duplicated and how (step-by-step instructions)?
6. Is the condition eliminated after the ignition is cycled?
7. What Diagnostic Trouble Codes (DTCs) are set? Make a list.
8. Is there any aftermarket equipment installed on the vehicle? Make a list.
9. If the concern is physical damage (broken/shattered video screen or scratched face plate), has the DVM approved the replacement? If not, the dealer must contact the DVM for review and approval. Refer to Corporate Bulletin Number 08-08-44-015, Information on Inappropriate Warranty Claims submitted for Damaged Radios and Instrument Panel Clusters.

A copy of the Repair Order should be included with the returned radio.

Ensure the radio is sufficiently protected during shipping to prevent damage to the radio assembly.

Answer the appropriate questions below that relate to the customer's concern.

Important: This questionnaire ONLY applies to vehicles equipped with radio RPO Codes UM8 and UA4.

Navigation Map

1. Will the radio accept and read a disc with no errors?

If No:

•	Will the display faceplate open so that the Map disc can be inserted?

•	What is the Map DVD part number?

•	Record the specific NAV error messages displayed.

•	Try the Map disc from a known good similar vehicle.

•	Try a known good Map disc in this vehicle.

If Yes:

•	Is the navigation map displayed?

•	Is the system able to enter/choose destinations and run route guidance?

•	If the customer concern is accuracy, drive to an intersection and check the map for proper location.

Notice: Specific addresses are not always displayed in the actual location. Address numbers in the map database may be equally spaced along roads and may not display the exact location.

•	Did Corporate Bulletin Number 08-08-44-023 Navigation Radio Not Displaying Accurate Vehicle Location After Radio Replacement change the condition?

2. Is the red "No GPS Signal" icon appearing constantly/frequently?

If Yes:

•	Confirm that the vehicle does not have aftermarket window tinting installed. Some tinting interferes with GPS reception.

•	Are items placed on the center of the I/P or attached to the windshield, which could reduce GPS reception? Did Corporate Bulletin Number 08-08-44-027 Information On Navigation Radios That Have A Weak Or No GPS Signal change the condition?

•	Check for good GPS antenna electrical connections and for DTCs.

In No:

•	If the three items above are all OK then check for a faulty GPS antenna.

•	If the GPS antenna checks good then replace the radio.

3. Is Navigation or MAP operation intermittent?

If Yes:

•	Examine the disc for scratches.

•	Try a known good map disc. Confirm that the Map disc part number is correct.

•	Did PI PIT4329D Navigation Disc Replacements For Service Repairs change the condition?

•	Retrieve the Software Version from the radio by using one of the following procedures:

-	On the H3, H3T and 9-7X perform a "Two Button Press" by pressing and holding the Seek Up and Config buttons simultaneously.

-	On the Full Size Pick-Ups and Utilities and the Chevrolet and GMC Midsize Utilities perform a "Three Button Press" by pressing and holding the Seek Up, NAV and NAV RPT buttons simultaneously.

If No:

•	Check for a faulty GPS antenna.

•	If the GPS antenna checks good, then replace the radio.

DVD/CD Player -- Does the DVD or CD eject, read and play properly?

Display Screen

1. Is the radio on?
2. Is the radio audible?
3. Is the touch-screen functional? Are you able to select stations?
4. Is the radio functional? Are you able to seek stations?
5. Is the concern for a black screen?

If Yes:

•	Is the I/P dimming turned all the way down? Is the twilight sentinel/sensor working properly?

•	Are the hard key buttons backlit?

•	Is the radio LCD/screen backlight on?

•	What mode is the radio in during the fault? Is it Navigation, radio, CD or DVD?

•	Is only the map section black?

•	When does the black screen occur? Immediately upon startup or while driving?

•	Is the clock showing correct time?

•	Is the touch screen functional? Test by pressing in the area that the soft buttons would be. For example, the radio presets.

•	Can you change the radio stations using the seek button?

If No:

•	Is the map white in daylight?

•	Is the map dark at night or in the dark?

6. Are there vertical or horizontal lines scrolling on the display?

Audio

1. Are the chimes too loud?
2. Can the volume be adjusted?
3. Does the radio change stations on its own? If yes, confirm with the customer that the steering wheel controls are not being pressed inadvertently while driving.
4. Do the Steering Wheel Controls (SWC) all function properly (full size pick-ups and utilities and mid-size sport utility vehicles)?
5. Is the audio distorted?
6. Is the AM, FM or XM reception poor?
7. Did the following bulletins and PIs change the condition?

•	02-08-44-007C Negative Impact Of Dealer Installed Cloth/Vinyl Roofs On XM Radio And/Or OnStar® Systems

•	03-08-44-005H Poor Radio Reception Or Radio Static/Increased Interference With Rear Window Defogger On Or Some Rear Window Defogger Grids May Be Inoperative

•	06-08-44-015A Information On Eliminating Noise In Audio System When Using Portable Playback Device

•	PIC3228E Dealers Seeking Technical Support for XM Digital Radio Receivers

8. Can the bands be changed using the Audio hard key, Steering Wheel Controls or touchscreen?

Other Radio Hardware

1. Does the radio reset spontaneously and lose radio presets and the clock setting?
2. Is the radio fold down screen functional
3. Are the buttons functional? If not, which buttons do not function?
4. Did the following bulletins change the condition?

•	05-08-44-029A Radio Knobs Available For Service

•	08-08-44-026 Information On Refurbish Instead Of Replace Out Of Warranty Radios With Worn Graphics On Faceplate, Knobs Or Buttons

General Questions

1. What is the radio part number?
2. Which Electronic Service Center (ESC) should the radio be ordered from?
3. What is the radio RPO Code?
4. What is the customer concern? Describe in detail including unusual noises and what functions are affected.
5. Can the concern be duplicated and how (step-by-step instructions)?
6. Is the condition eliminated after the ignition is cycled?
7. What Diagnostic Trouble Codes (DTCs) are set? Make a list.
8. Is there any aftermarket equipment installed on the vehicle (list)?
9. If the concern is physical damage (broken/shattered video screen or scratched face plate), has the DVM approved the replacement? If not, the dealer must contact the DVM for review and approval. Refer to Corporate Bulletin Number 08-08-44-015, Information on Inappropriate Warranty Claims submitted for Damaged Radios and Instrument Panel Clusters.

A copy of the Repair Order should be included with the returned radio.

Ensure the radio is sufficiently protected during shipping to prevent damage to the radio assembly.

Answer the appropriate questions that relate to the customer's concern.

Navigation Map

1. Are all other radio operations functioning correctly? If no, what else is not working properly? Make a list.
2. Will the radio accept and read a map disc?

If yes:

•	Is the navigation map displayed?

•	Is the system able to enter or choose destinations and run route guidance?

Did the following PIs change the condition?

-	PIC4274A Navigation System Gives Out Of The Way Directions

-	PIT4369B Navigation System Gives Out Of The Way Directions

-	PIT4481 Blue or White Dots Displayed on the Navigation Screen

•	If the customer concern is accuracy, drive to an intersection and check the map for proper location.

Notice: Specific addresses are not always accurate. Address numbers in the MAP database may be equally spaced along roads and may not display the actual location.

•	Did Corporate Bulletin Number 08-08-44-023 Navigation Radio Not Displaying Accurate Vehicle Location After Radio Replacement change the condition?

If No:

•	What is the map DVD disc part number?

•	What is the specific NAV error message that is displayed?

•	Has the suspect map disc been tried in a known good similar vehicle?

•	Has a known good disc been tried in the suspect radio?

•	Check the disc quality. Is the disc scratched, or does it have smudges or fingerprints on it?

Did the following PIs change the condition?

-	PIT4698 Navigation Display and Hardkeys Inop/Frozen

-	PIT4499 Navigation Radio Responds Slowly/Locks Up/CD Error

3. Is the red "No GPS Signal" icon on constantly or frequently?

If Yes:

•	Does the vehicle have aftermarket clear window tinting on the windshield? Some tinting interferes with GPS reception.

•	Are items placed on the center of the I/P or attached to the windshield which could reduce GPS reception?

•	Has the GPS antenna connection to the radio been checked?

Did the following bulletin and PI change the condition?

-	08-08-44-027 Information On Navigation Radios That Have A Weak Or No GPS Signal

-	PIC4611 Nav Radio GPS in Inop or Inaccurate

•	Was a poor GPS antenna connection found? Also check for GPS DTCs.

•	Has a known good GPS antenna been used to correct the condition?

4. Is the Nav/map operation intermittent? Does the display freeze or blank out? Please explain.

If Yes:

•	Does the map disc have scratches or other damage?

•	Has a known good map disc from a like vehicle been tried in the suspect radio?

Did the following PIs change the condition?

-	PIT4698 Navigation Display and Hardkeys Inop/Frozen

-	PIT4499 Navigation Radio Responds Slowly/Locks Up/CD Error

5. Is the map or arrow icon spinning or rotating while driving? Confirm that the customer understands the difference between Heading Up and the Map showing North as up. Press the top left icon on the screen to change the map view. This information is in the Owners Handbook Navigation Radio Supplement Symbols Section.
6. Is the concern with a fan or CD accessing noise? Did Corporate Bulletin Number 06-08-44-034C Information On Noise Sources From Navigation Radio, CD/DVD Disc Accessing Noise, Fan For Cooling, Disc Accessing Noise For Navigation Operation Or NAV Traffic Information, change the condition?

DVD/CD Player

1. Is the customer concern related to the following?

•	Will not accept CD/DVD disc?

•	Will not eject CD/DVD disc?

•	Will not play CD disc?

•	Will not play DVD disc?

•	Will not play CD/DVD and disc will not eject?

•	Other (describe).

2. Will the player accept, play and eject a CD/DVD disc?

If No:

•	Does the radio display indicate that there are discs installed?

•	Does the DVD/CD drive make any noises? Describe them.

•	Is the suspect disc a commercial legal copy? If not, suspect an incompatible format. Use a commercial legal known good disc, CD audio and DVD movie, to evaluate the DVD and CD functions.

•	Check the disc quality. Is the disc improperly labeled or is the paper label peeling? Is the disc cracked, scratched or warped?

•	Does the concern occur with multiple discs or just one disc?

•	Is the concern that the radio will not play a DVD? If yes, verify that the radio is capable of playing DVDs. Follow PI PIT 4196B to verify.

If Yes:

•	When does the CD/DVD concern occur?

•	Does it occur immediately after disc insertion?

•	Does it occur at the same length of play time?

•	Does it occur at the same track or chapter?

3. What is the specific error message that is displayed?
4. Is the concern with a fan or CD accessing noise? Did Corporate Bulletin Number 06-08-44-034C Information on Noise Sources From Navigation Radio-CD/DVD Disc Accessing Noise, Fan For Cooling, Disc Accessing Noise For Navigation Operation or NAV Traffic Information change the condition?

Display Screen, Back Up Camera or Rear Video Display

1. Has the radio power and ground been checked?
2. Is the concern for a black or white screen?

If Yes:

•	Is the I/P dimming turned all the way down? Is the twilight sentinel/sensor working properly?

•	Are the hard key buttons backlit?

•	Is the radio LCD screen backlight on?

•	When does the black screen occur? Does it occur immediately upon startup or while driving?

•	Is the touch screen functional? Test by pressing in the area that the soft buttons would be. For example, the radio presets. If they are working a beep should be heard.

•	Can you change the radio stations using the seek button or steering wheel controls?

•	Does the rear camera display work when in reverse (for vehicles with rear camera, RPO UVC)?

Did the following PIs change the condition?

-	PIT4698 Navigation Display and Hardkeys Inop/Frozen

-	PIT4499 Navigation Radio Responds Slowly/Locks Up/CD Error

3. Is the concern for rear video operation? Check the radio menu settings to ensure that the camera has not been turned off.

Did the following bulletin or PI change the condition?

•	07-08-44-018 Rear Seat Entertainment Does Not Work Properly, Blank Screen, Audio Heard But No DVD Playing, Video Screen Monitor Inoperative

•	PIT3862E Rear Vision Camera Inoperative

4. Is the concern for the radio clock not appearing? Did Corporate Bulletin Number 08-08-44-002A Navigation Radio Clock and/or Clock Tab Do Not Appear or Disappears Intermittently, Split Screen, Points of Interest or an Exit List Appears While Driving, Text Color May Be Difficult to See change the condition
5. Is the concern for the Rear Overhead Video Display?

Did the following PIs change the condition?

•	PIT4196B Navigation Radio Will Not Play DVD Audio or DVD Video Discs

•	PIT4474 Navigation Or Radio Display Blank Or Flashing DTC B1288 and B1289

Radio / Audio Control

1. Which term best describes the concern?

•

Distorted

•

Static

•

Too loud

•	Too soft/weak (If the condition is after a radio replacement, program the radio to the correct vehicle)

•	Fades in/out

•	Other (describe)

•	Did bulletin 06-08-44-033A, Radio-Poor AM and FM Reception (Inspect and Fully Seat Connector), change the condition?

2. Which audio source is affected? Select all that apply.

•

AM

•

FM

•

XM

•

CD

•

DVD

•	Front AUX input

•	Rear AUX input

3. Can the volume be adjusted? If no, did you verify that the correct files were loaded from SPS?

Did the following PIs change the condition?

•	PIT4034A Audio Volume Stuck In Loud Position

•	PIT4120A Rear Seat Audio Inoperative After Service Repair

•	PIT4163A Audio From Left Front Speaker Only

4. Does the radio change stations or volume on its own? How frequently? If yes, confirm with the customer that the steering wheel controls are not being inadvertently pressed while driving. If the vehicle is equipped with rear or cargo area radio control switches, then there is a potential for luggage or groceries to touch the controls.
5. Do the steering wheel radio controls all function properly? If no, what controls do not function properly?
6. Is the concern with AM, FM, XM and/or OnStar® operation?

Did the following bulletins and PIs change the condition?

•	02-08-44-007C Negative Impact of Dealer Installed Cloth/Vinyl Roofs on XM Radio and/or OnStar® Systems

•	03-08-44-005H Poor Radio Reception or Radio Static/Increased Interference with Rear Window Defogger On or Some Rear Window Defogger Grids May Be Inoperative

•	06-08-44-015A Information on Eliminating Noise in Audio System When Using Portable Playback Device

•	07-08-46-002B Audio Whine Noise from Radio Speakers When Using OnStar®

•	08-08-44-008A XM Radio Does Not Retain Station Setting From Previous Key Cycle and Changes to Channel 1, The Preview Channel, at Vehicle Startup

•	PIC3228E Dealers Seeking Technical Support for XM Digital Radio Receivers

•	PIT4556 Heart Beat Type Noise from Radio When Turn Signal On

•	PIT4616 XM Radio Inoperative or XM Band Missing from Radio at Times

Other Radio Hardware

1. Does the radio reset spontaneously? If yes, did you check the radio power and ground?

Did the following PIs change the condition?

•	PIC4641 Radio, Navigation, or HVAC Concerns (oversized terminals)

•	PIT4474 Navigation or Radio Display Blank Or Flashing DTC B1288 and B1289

2. Is the motorized radio screen for accessing the MAP drive nonfunctional?
3. Are the hard key buttons functional? If not, which buttons do not function?
4. Is the concern with the Volume/Tuner Knob? Did Corporate Bulletin Number 08-08-44-025 Information on Navigation Radio Tuner and Volume Knobs Now Available For Service Replacements change the condition?
5. Is the concern with a fan or CD accessing noise? Did bulletin, 06-08-44-034C Information on Noise Sources from Navigation Radio -- CD/DVD Disc Accessing Noise, Fan For Cooling, Disc Accessing Noise for Navigation Operation or NAV Traffic Information
6. Is the concern for the radio clock?

Did the following bulletin and PIs change the condition?

•	08-08-44-002A Navigation Radio Clock and/or Clock Tab Do Not Appear or Disappears Intermittently, Split Screen, Points of Interest or an Exit List Appears While Driving, Text Color may be Difficult to See

•	PIC4693A Navigation Radio Clock Inaccurate by 1 Hour

•	PIT3830C Unable to Rest Clock on Navigation Radio

7. Is the concern for Bluetooth?

Did the following PIs change the condition?

•	PIC4657 Bluetooth Phone Interface Concerns

•	PIC3378D Facts About the Bluetooth Enabled Phone Interface

8. Is the concern with the radio displays locked or with Theft Lock?

Did the following PIs change the condition?

•	PIC4729 Unable to Perform Navigation Radio VIN Relearn Using Tech 2®

•	PIT4007C Radio Displays Locked or Theft Lock

9. Is the concern with the Voice Recognition? Did PI PIC4745B Poor Navigation Radio Voice Recognition change the concern?
10. Does the radio appear to be locked with no response from button press, static/distortion on the display or not turn off for several minutes?

Did the following PIs change the condition?

•	PIT4698 Navigation Display and Hardkeys Inop/Frozen

•	PIT4499 Navigation Radio Responds Slowly/Locks Up/CD Error

General Questions

1. What is the radio part number?
2. Which ESC should the radio be ordered from?
3. What is the radio RPO code?
4. What is the customer concern? Describe in detail.
5. Can the concern be duplicated? If yes, how (step-by-step instructions).
6. Is the condition eliminated after the ignition is cycled?
7. What DTCs are set? Make a list.
8. Is there any aftermarket equipment installed on the vehicle? Make a list.
9. If the concern is physical damage (broken/shattered video screen or scratched face plate), has the DVM approved the replacement. If not, the dealer must contact the DVM for review and approval. Refer to Corporate Bulletin Number 08-08-44-015 Information On Inappropriate Warranty Claims Submitted For Damaged Radios And Instrument Panel Clusters for more information.

A copy of the Repair Order should be included with the returned radio.

Ensure the radio is sufficiently protected during shipment to prevent damage to the radio assembly.

Answer the appropriate questions that relate to the customer's concern.

Navigation Map

1. Are all other radio operations functioning properly?
2. Will the radio accept and read a map disc?

If Yes:

•	Is the navigation map displayed?

•	Is the system able to enter/choose destinations and run route guidance?

Did the following PIs change the condition?

-	PIC4274A Navigation System Gives Out Of The Way Directions

-	PIT4369A Navigation System Gives Out Of The Way Directions

-	PIT4481 Blue or White Dots Displayed on the Navigation Screen

•	If the customer concern is accuracy, drive to an intersection and check the map for proper location.

Notice: Specific addresses are not always accurate. Address numbers in the MAP database may be equally spaced along roads and may not display the actual location.

•	Did Corporate Bulletin Number 08-08-44-023 Navigation Radio Not Displaying Accurate Vehicle Location After Radio Replacement change the condition?

If No:

•	What is the Map DVD disc part number?

•	What is the specific NAV Error message that is displayed?

•	Has the suspect map disc been tried in a known good similar vehicle?

•	Has a known good disc been tried in the suspect radio?

•	Check the disc quality. Is the disc scratched, or does it have smudges or fingerprints on it?

3. Is the Red "No GPS Signal" icon on constantly or frequently?

If Yes:

•	Does the vehicle have aftermarket clear window tinting on the windshield? Some tinting interferes with GPS reception.

•	Are items placed on the center of the I/P or attached to the windshield which could reduce GPS reception?

•	Has the GPS antenna connection to the radio been checked?

•	Was a poor GPS antenna connection found? Also check for GPS DTCs.

•	Has a known good GPS antenna been used to correct the condition?

•	Did PI PIT4118B Navigation Radio Displays No GPS Signal change the condition?

4. Is Nav/Map operation intermittent?

If Yes:

•	Does the Map disc have scratches or other damage?

•	Has a known good map disc from a like vehicle been tried in the suspect radio?

5. Is the map or arrow icon spinning or rotating while driving? Confirm that the customer understands the difference between Heading Up and the Map showing North as up. Press the top left icon on the screen to change the map view. This information is in the Owners Handbook Navigation Radio Supplement Symbols Section.
6. Is the concern with a fan or CD accessing noise? Did Corporate Bulletin Number 06-08-44-034C Information On Noise Sources From Navigation Radio, CD/DVD Disc Accessing Noise, Fan For Cooling, Disc Accessing Noise For Navigation Operation Or NAV Traffic Information change the condition?
7. Does the NAV/Map system not recognize a certain address or Point Of Interest (POI)? If yes, confirm that the correct region is selected in the NAV setup menu.

Notice: Some NAV systems have two map DVDs for coverage of the US and Canada.

DVD/CD/MP3 Player

1. Will the radio eject the disc?

If No:

•	Does the radio display indicate that a disc is installed?

•	What error message is displayed when trying to eject the disc?

•	Does the CD mechanism make noise?

•	Disconnect battery power from the radio to reset the CD mechanism. Will the CD eject now?

2. Is the player playing or accepting a disc?

If No:

•	Does the radio display indicate that there is a disc installed?

•	Is the suspect disc a commercially legal copy? If not, suspect an incompatible format. Use a commercial legal known good disc, CD audio and DVD movie, to evaluate the DVD and CD functions.

If Yes:

•	When does the CD/DVD concern occur?

•	At what ignition cycle, specific track or length of play time does the concern occur?

3. What type of media was being used when the concern occurred? Was is CD, DVD or MP3?
4. What is the specific error message that is displayed?

Display Screen, Back Up Camera or Rear Video Display

1. Is the radio power on?
2. Is the concern for a black screen?

If Yes:

•	Is the I/P dimming turned all the way down?

•	Are the hard key buttons backlit?

•	Is the radio LCD/screen backlight on?

•	What mode is the radio in during the concern? Is it Navigation, radio, CD/DVD?

•	When does the black screen occur? Immediately upon startup or while driving?

•	Is the touch screen functional?

•	Did PI PIT4677A Upper 1/3 of Navigation Screen Is Distorted or Dark Band change the condition?

Radio / Audio Control

1. Can the volume be adjusted?
2. Do the steering wheel radio controls all function properly?
3. Can bands be changed using the Audio hard key, steering wheel controls and touch screen?
4. Does the radio change its presets by itself? If yes, confirm matching Driver 1 and Driver 2 setting with key fob.
5. Does the clock display readjust by itself to an incorrect time? Ensure that the correct time zone has been selected.
6. Is the concern with AM, FM and/or XM operation?

Did the following bulletins and PIs change the condition?

•	02-08-44-007C Negative Impact of Dealer Installed Cloth/Vinyl Roofs on XM Radio and/or OnStar® Systems

•	03-08-44-005H Poor Radio Reception or Radio Static/Increased Interference with Rear Window Defogger On or Some Rear Window Defogger Grids May Be Inoperative

•	07-08-46-002B Audio Whine Noise from Radio Speakers When Using OnStar®

•	08-08-44-009 Poor Reception of Radio Stations on AM Band, Static/Popping Noise

•	PIC3228E Dealers Seeking Technical Support for XM Digital Radio Receivers

•	PIC4969 Steering Wheel, ON/OFF and Volume Controls Inoperative At Start Up

•	PIT3024A Radio Preset Reads Something Other Than The Station ID or Station Call Letters

•	PIT3034C Low Audio Output from Speakers

•	PIT3193B Diagnostic for No Sound From Speakers But Radio Display is Operative

•	PIT3195A Replacement Radio Read Cal Error, Has No Audio or Will Not Program

•	PIT3328A Hum or Fan Noise From Navigation Radio

•	PIT3534B Buzz Pop Static or Whine Noise From Any Speaker

•	PIT3581A Navigation Radio Defaults to FM1 After CD is Removed

•	PIT3747 No Radio Sound Through Wireless Infrared Headphones

•	PIT3758A Excessive Chime Volume after Replacing Navigation Radio

•	PIT3942A No Sound From Rear Speakers After Center Console Harness Replaced

•	PIT3970A XM Band Presets for UM8, UAV or UA4 Navigation Radios

Bluetooth Phones Control (RPO YQ4 Radio Only)

1. What is the Bluetooth Phone model and service carrier?
2. Is the NAV radio successfully paired with the phone? If no, is the paring initiated from the handheld device or from the radio?
3. Is the concern about audio quality or phone functions? Describe the audio quality or phone function concerns.
4. Does the concern occur with a different phone model and carrier?

Did the following PIs change the condition?

•	PIC3378D Facts About Bluetooth Enabled Phone Interface

•	PIC4657 Bluetooth Phone Interface Concerns

General Questions

1. What is the radio part number?
2. Which ESC should the radio be ordered from?
3. What is the radio RPO code?
4. What is the customer concern? Describe in detail.
5. Can the concern be duplicated? If yes, how (step-by-step instructions).
6. Is the condition eliminated after the ignition is cycled?
7. What DTCs are set? Make a list.
8. Is there any aftermarket equipment installed on the vehicle. Make a list.
9. If the concern is physical damage (broken/shattered video screen or scratched face plate), has the DVM approved the replacement. If not, the dealer must contact the DVM for review and approval. Refer to Corporate Bulletin Number 08-08-44-015 Information On Inappropriate Warranty Claims Submitted For Damaged Radios And Instrument Panel Clusters for more information.

A copy of the Repair Order should be included with the returned radio.

Ensure the radio is sufficiently protected during shipment to prevent damage to the radio assembly.

Answer the appropriate questions that relate to the customer's concern.

XM Questions

1. Is the XM subscription activated? Subscriptions: audio subscription, traffic and weather subscription.
2. If in the Traffic Mode, what is the concern with traffic? All cities are not supported. Visit <www.xmradio.com/navtraffic/market coverage.xmc> for the current coverage area.
3. Is the Traffic feature activated in the Menu settings?
4. If in Weather mode, what is the issue with weather? All US cities are not supported. Canadian cities are not supported.
5. Is the Weather feature activated in the Menu settings?

Did the following PIs change the condition?

•	PIC3228E Dealers Seeking Technical Support For XM Digital Radio Receivers

•	PIC4707 NO DATA message on Weather Screen

•	PIC4633 CHECK ANTENNA message on XM band

OnStar®

1. Is there audio when the OnStar® button is pressed?
2. Is there a voice icon when in OnStar® mode?
3. Destination Entry Assist, did customer accept?
4. Did customer see Destination Entry Assist on screen?
5. Is the concern related to cannot use audio functions when on a call? OnStar® cannot go into radio functions, only navigation functions, when on a call.
6. Turn-by-Turn function: Did customer receive Turn-by-Turn through OnStar®? This will not show up on navigation display.

Did the following bulletin and PI change the condition?

•	08-08-46-003 Information on OnStar® Destination Download Incomplete, Intermittent

•	PIC4801 Information OnStar® Vehicles Unable to Receive Turn By Turn Directions

Pop Up Display

1. Does the display show any information, such as AM/FM stations, CD/DVD or Map data?
2. Does the display work properly when pressing buttons?
3. Does the display go Up and Down when the navigation button is pressed?
4. Is there any abnormal noise with the display?
5. Is the noise there all of the time or is it intermittent? When the noise occurs does it go up or down, or both?
6. Is the display dark? Check for Day/Night mode.
7. Do the preset buttons work?
8. Is the display blank or inoperative?

Did the following bulletin or PI change the condition?

•	08-08-44-019 Intermittent XM, Blank Display, System Resets, Timeshift Operation or Music Copy Functionality, Incorrect Dimming Level, System Stating Unable to Plan Route After a Route Deviation

•	PIC4680 Navigation Radio Display is Frozen

Navigation

1. Can a destination be entered?
2. Can a route be calculated?
3. Does the map show vehicle position? If not check antenna and connections.
4. Is there voice output for the Turn-by-Turn?
5. Confirm that the customer understands the difference between Heading Up and North Up.
6. If the customer concern is accuracy, drive to an intersection and check the map for proper location.

Notice: Specific addresses are not always accurate. Address numbers in the MAP database may be equally spaced along roads and may not display the actual location.

7. Did Corporate Bulletin Number 08-08-44-023 Navigation Radio Not Displaying Accurate Vehicle Location After Radio Replacement change the condition?

Voice Recognition

1. Does the voice icon appear on the screen with an audible beep when the button is depressed? If so, the voice recognition is working.
2. If voice recognition is not working properly, what is the command being used?
3. What happens after you give a verbal command? Is the response "Cannot Understand Command"? If this is the case, voice recognition is working but does not understand the command. Refer to SI or the Owner Manual for voice commands.
4. Is voice recognition not responding at all? Voice recognition may not be turned on.
5. Are navigation voice commands working? Navigation voice commands will not work if you have not been in Navigation screen.
6. What command is not recognized?

iPod USB

1. What device is connected to the USB?
2. If it is an iPod, is the correct GM iPod connector being used?
3. If an iPod is being used, what version is the iPod? What software version is in the iPod?
4. If iPod has GM logo, the iPod can be operated through the radio. If the iPod does not have a GM logo, the operation is through the device. iPhone and touch have limited function.
5. Refer to Corporate Bulletin Number 07-08-44-025 -- iPhone, iPod Cable Missing, Inoperative, Compatibility, Firmware, Software, Shareware -- Required Firmware/Software and Cable Availability for more information.

Other Media Plugged Into USB

1. What type of media is customer trying to play? What is connected (a portable unit, a hard drive, memory stick, 2G, 4G, etc.)?
2. Is this media supported by the radio per the owners manual?
3. Did PI PIC4900-Device Not Supported-USB Flash Stick Does Not Function change the condition?

Setting

1. Is the navigation voice low or not present? Check setting for navigation voice turned down or off.
2. Is the concern for Traffic Info not coming in? Check setting to see if traffic has been turned off.
3. Customer may not have all of the presets. Check audio setting for presets.
4. XM categories are not present. The XM categories may be deleted.
5. Points Of Interest (POI) is no longer on the map. The POI may be turned off.
6. Customer may not have voice prompt. The voice prompt may be turned off.
7. Traffic flow bubbles are not present. The Traffic flows/events may be turned off.
8. If there is a database issue call the Navigation Disc Center hotline.

Radio / Audio Control

1. Is the chime too loud?
2. Does the "splash" screen show a crest when the radio is turned on?
3. Can the volume be adjusted?
4. Does the radio change stations on its own? How frequently?
5. Do the steering wheel radio controls all function properly?
6. Is the audio distorted?
7. Can the radio bands be changed using the Audio hard key, steering wheel control buttons and the touchscreen?
8. Does the radio turn back on when the vehicle is started even though it had been shut off? Refer to PI PIC4954.

Did the following bulletins and PIs change the condition?

•	02-08-44-007C Negative Impact of Dealer Installed Cloth/Vinyl Roofs on XM Radio and/or OnStar® Systems

•	03-08-44-005H Poor Radio Reception or Radio Static/Increased Interference with Rear Window Defogger On or Some Rear Window Defogger Grids May Be Inoperative

•	06-08-44-015A Information on Eliminating Noise in Audio System When Using Portable Playback Device

•	07-08-46-002B Audio Whine Noise from Radio Speakers When Using OnStar®

•	08-08-44-020 Information on XM Activation After Radio Replacement

•	08-08-44-024 Voice Recognition System Will Not Recognize Bluetooth Command

•	PIC4640A Radio Navigation IPC or HVAC Concerns (Oversized Terminals)

•	PIC4652 Radio Navigation Heated Seat Or HVAC Controls Inop

DVD / CD Player

1. Will the player accept and eject a disc?

If No:

•	Does the radio display indicate that there are discs installed?

•	Does the DVD/CD make noises?

2. Is the suspect disc a commercially legal copy?

If No:

•	Check the disc for a loose or improper label.

•	Suspect an incompatible format.

•	Use a commercially legal known good disc, CD audio and DVD movie, to evaluate the DVD and CD function.

If Yes:

•	When does the CD/DVD concern occur?

•	After how many ignition cycles?

•	Any specific track? What is the length of play time?

3. What is the specific error message that is displayed?