Cadillac has released a service update for model year 2021 XT4, XT5 and XT6 luxury crossovers to address an issue with the vehicles’ infotainment system.
The problem: the infotainment display in affected vehicles may appear black or freeze. In addition, the vehicle may not play audio in cold weather conditions. This issue will also cause the vehicle to not emit the chime that indicates a key has been detected or inserted.
The hazards: while this problem may be inconvenient, it does not pose any immediate safety risk(s) to vehicle occupants. However, if the screen is black and/or frozen, certain vehicle features may not be available or accessible. Because of this, this action is a service bulletin and not a recall.
The fix: a dealership service technician will evaluate the affected vehicle to determine if a radio software update is necessary. If needed, the update will be performed, which should prevent the infotainment screen from going black or freezing again in the future.
Additionally, this update can be pushed to Cadillac XT4, XT5 and XT6 models over-the-air (OTA). As a result, dealers will confirm the update has not already been performed remotely.
Affected vehicles:
- 2021 Cadillac XT4
- 2021 Cadillac XT5
- 2021 Cadillac XT6
Number of affected vehicles: Cadillac has not indicated how many vehicles are affected by this issue.
Affected components:
- Onboard vehicle infotainment display
- Vehicle audio system
- Vehicle chime system
Next steps: owners of affected vehicles can reach out to Cadillac directly if there are any questions or concerns they wish to address using the contact information below.
Contacts:
- Cadillac Customer Service: 1-877-248-2080
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Nancy Ringer
The radio on our Cadillac XT5 isn’t working. The radio audio isn’t coming on when we start the vehicle. This began on March 3, 2022 and we are still having problems with it. We called the dealership and they said “there is no fix” for the problem and we should wait until the screen freezes or goes black. Considering Cadillac has been having problems with infotainment center for years I believe there should be a fix by now. I don’t think waiting for the screen to freeze or go black is a poor solution and is just kicking the can down the road possibly until the vehicle’s warranty runs out. I would like a reply to this problem and not just wait until it fails completely. Thank you.
Nancy Ringer
Patricia Taylor
My 2019 xt4 has lost its sound no radio no phone Thru Bluetooth no signal turn sound etc. I’m having to take into the dealership only 27,680 miles
Marlene Ryan
I have a 2019 XT5, I just purchased the vehicle after leasing it and the radio sound went. Also when I signal left or right there is no sound. I think they knew about this problem and Have done nothing to fix the problem sense I think it is very unsafe when you don’t have sound for your hazards or your signal it should be a recall