Issues updating radio, stuck in boot loop

Brandon Technician Medina, Minnesota Posted   Latest   Edited  
Question
Infotainment
Programming
2013 GMC Acadia SLT 3.6L (D LLT) 6-spd (6T75)—1GKKVRKD2DJ264856
Bootloop
No Codes

I've got a radio that keeps rebooting itself, not sure of RPO (sticker blank), but it's nav. GM issued bulletin PI0962F pertaining to this issue. I've successfully changed the language in the DIC to Spanish and the radio has stabilized. I've verified the software version is out of date and doesn't match the new version in the bulletin. I've formatted 2 USB flash drives and extracted the software update to them. Both give me an "Unsupported Device" message after about a minute of the radio reading the drive. Both drives are 32GB formatted NTFS, one is a SanDisk, the other Lexar. Has anyone experienced this with updating GM radios before? The bulletin says it's not a programming event, so I'm not sure if an SPS script will help me here.

diag​.​net/file/fqh9inmpp…

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Kabel Technician
Wailuku, Hawaii
Kabel Default
 

When I was trying to update a 2016 ZO6 Corvette radio I had to try six different USB sticks until I found one that was compatible, after that I saved that stick as just for GM radios. I talk to a GM technician after that and he said that somebody in their shop would find one that worked and then they would all just buy that one. Sorry I can’t tell you what brand mine is because it was a Ford…

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Brandon Technician
Medina, Minnesota
Brandon Default
 

That seems to be the consensus among GM vehicle owners. Their cars are very picky about which flash drives will work to play music from as well.

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Anthony Technical Support Specialist
Kirkwood, Pennsylvania
Anthony Default
 

Hi Brandon: I know that you said it is a 2013. I'm curious if it is a 2012 radio though. Does your application require this? amazon​.​com/ACDelco-228291… HTH, Guido

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Brandon Technician
Medina, Minnesota
Brandon Default
 

Unfortunately, it does not require any cables. Just googling flash drive problems in GMs tells me they're very finicky and I think I'm having a hardware issue here more than anything.

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Eric Owner/Technician
Edgerton, Wisconsin
Eric Default
 

Use the smallest size USB drive that will work. I've had several problems using larger drives. I keep several 1, 2, 4 and 8 GB drives around for those times I get error messages when updating older radios.

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Brandon Technician
Medina, Minnesota
Brandon Default
 

I agree. I have an assortment and of course can only find 2 of them. I have a larger stash of SD cards :D The only ones I have at the moment are these 32GB ones and an 8GB, which is too small. Unzipped file size is 10.5GB.

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Kabel Technician
Wailuku, Hawaii
Kabel Default
 

I think the worst part is that when you call GM with this issue they try to blame it on your computer or software issues which is their software to begin with, but they won’t just tell you oh use XYZ brand of USB stick and it will work. They don’t seem to want to admit it even though there is an issue with this according to everyone I’ve talked to.

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Martin Instructor
Burnaby, British Columbia
Martin Default
 

Hi Brandon. Only use a USB 2.0 (Black plastic with 4 pins), not USB 3.0 (Blue plastic 5-6 pins) and only large enough to accommodate the files. Typically an 8 Gb USB is sufficient unless identified in a bulletin, but 16 Gb would be the largest and a brand name. The drive should be formatted FAT 32. This size range was determined through GM engineering field research as well as feedback from…

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Helpful
Brandon Technician
Medina, Minnesota
Brandon Default
 

Thanks for the insight, Martin. I’m going to reply here for the USB drive side of things and to Caleb below for the programming side. The TSB states the drive should be formatted for NTFS. I believe this is due to one of the disc image files in the .zip being well over 4GB, the threshold for FAT32 file sizes. Inside that disc image were all sorts of files pertaining to the nav part of the…

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Martin Instructor
Burnaby, British Columbia
Martin Default
 

Hi Brandon. Yes, with a file that size, it would technically be too much for the old FAT 32 format that was good for about 4Gb. The only info I had stated FAT 32 format. Most files used to be quite small, but have grown in leaps and bounds. A 16Gb drive should suffice nicely. Any bigger and it will likely time out. I rarely need to program vehicles these days, but hear from those who do it on…

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Caleb Diagnostician
Mishawaka, Indiana
Caleb Default
 

Hey Brandon, I do several USB updates on various GM vehicles a month. The drive must be FAT32 format as Martin Smith indicated. I have always used a 16gb with no issues. A couple things to verify unless you already have. #1 The radio is the correct part number for the car. #2 Make sure and select "Reprogram" only and not " Replace and Reprogram". You probably know all this already. Also might be…

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Brandon Technician
Medina, Minnesota
Brandon Default
 

That’s a good point, I don’t have an active TDS script at the moment so I was hoping for some insight on that. I don’t do GM often, but I am capable. Am I able to perform this update via SPS and my CarDaq or is it USB drive only? The bulletin seemed to make it pretty clear that it wasn’t related to SPS programming in any way and the files are free to download. I will verify radio parts numbers…

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Caleb Diagnostician
Mishawaka, Indiana
Caleb Default
 

Hmm I guess I have only ever used SPS for all regular programming and USB so I guess I dont know anything about the free files lol. I work at a GM dealer and I dont even use an MDI 2 ever anymore. I also use my Cardaq Plus 3 for everything GM. It works great.

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Brandon Technician
Medina, Minnesota
Brandon Default
 

I will test more drives on Monday and if that doesn't work I'll try SPS, can't hurt at this point. I was expecting to buy a script, but the URL in the bulletin worked so...free files this time :D

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Caleb Diagnostician
Mishawaka, Indiana
Caleb Default
 

I also looked up your VIN and here is all the entertainment RPO's relevant to that car. This could be critical in selecting the correct software to be loaded on the drive. Hope these help or confirm. RPO's are as follows: U80 UD7 UG1 UBS UH9 ULD USR UVC UUD UQA UK3 UGY UE1

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Brandon Technician
Medina, Minnesota
Brandon Update
 

I bought 2 more flash drives over the weekend - a 16GB Memorex (PNY) and a 16GB SanDisk. Both formatted fresh to NTFS and the downloaded .zip files extracted directly to the root of the drive. Neither flash drive worked. I did some experimenting and transferred an .mp3 to both drives, they also would not read. I then formatted both drives back to FAT32 and transferred the .mp3 again, both drives…

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Brandon Technician
Medina, Minnesota
Brandon Resolution
   

I'm going to preemptively mark this resolved, but I am still in the process of updating. Update - I was able to complete the update, read the last paragraph. I couldn't get any drive to work no matter what. What I did know was that 1) FAT32 was the only file system that the radio would read and 2) the one large 9.3GB file would not work with FAT32. So, in a final hail mary, I formatted a flash…

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Martin Instructor
Burnaby, British Columbia
Martin Default
 

Good job Brandon. Thanks for the update and clarification on your procedure so far. You could be there for a little while yet!

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Brandon Technician
Medina, Minnesota
Brandon Default
 

Thank you. I just updated my resolution post to say I couldn't start out from the get go holding the eject button, so my hypothesis was wrong. You will have to do a partial update with FAT32 and then finish it off with NTFS while the radio module is "bricked". All is working and well now.

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Martin Instructor
Burnaby, British Columbia
Martin Default
 

Good work Brandon. your documentation here will surely be appreciated by others encountering a similar situation. I only deal with GM technicians in my work and have made a note to ask if, or how others have approached this situation. Some creative methods surface from time to time. The training materials identify FAT 32 and as we know that is for limited file sizes, supporting the need for…

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Anthony Technical Support Specialist
Kirkwood, Pennsylvania
Anthony Default
 

Hi Brandon: I don't know if this is applicable but will throw it out there just in …e. Unlike many others, I dictate when I update Win 10. Needless to say, I am not "a seeker". (That's an M/S designation for anyone foolish enough to click on "check for updates". Being an unpaid beta tester is no longer the highlight of my day.) Anyhow, I was trying to create a USB Image for a 1809. Failure…

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Brandon Technician
Medina, Minnesota
Brandon Default
 

Hey Guido, I'm the same way with my Windows updates. I'm also firewall/anti-virus/Windows Defender free due to J2534 software. I wasn't doing anything special with the extraction, just "extract all files" directly to the drive. I also extracted them to the desktop and then copied the files. I used WinRAR, WinZip, built-in Windows extraction, nothing changed. I really thought I had made a…

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Martin Instructor
Burnaby, British Columbia
Martin Default
 

Hi Brandon. At least the radio is now functioning thanks to your determination to see it through. FWIW, there is no "GM official" flash drive. The recommendations are simply, "always use a “Brand Name” USB drive". The USBs you tried would normally suffice, provided that they are not corrupt and will format. The USB drive should also be removed once the update has completed, or an "invalid…

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