OnStar Voice Recognition Operation Issues - keywords information intermittent microphone performance voice

This PI was superseded to update model year and diagnostic information. Please discard PIC3011D.

The following diagnosis might be helpful if the vehicle exhibits the symptom(s) described in this PI.

When using the OnStar® voice recognition dialing, the customer may report that the system does not respond properly to some numbers and/or commands.

Dealers should test the OnStar® voice recognition (VR) system with the customer in the vehicle to verify the condition. It is helpful for the technician to also operate the VR to confirm that the system does respond with the customer present. If available, the dealer should also have the customer try the voice recognition in an identical vehicle. If the OnStar® system properly responds to any command for the user, the hardware is assumed to be good. In rare instances a specific command or number may not respond properly for any user. Only in these rare occasions would hardware be suspect.

The customer should be directed to the operational characteristics in the OnStar® Users Guide. They may also be directed to contact OnStar® Customer Assistance, who can provide additional guidance with system operation and voice recognition tips. Dealers may also refer to OnStar Description and Operation in service information (eSI) and go to the section labeled "General Tips for Better Speech Recognition". This information is available in eSI for most vehicles and can be useful when working through the concern with some customers.

Please follow this diagnostic or repair process thoroughly and complete each step. If the condition exhibited is resolved without completing every step, the remaining steps do not need to be performed.