uConnect 12.1" & 8.4" - Intermittent Pauses in Audio for All Sources

[Gemlin]

I was just informed by "Diane" (case manager) from Ram Customer Care that she can not resolve, extend my warranty on the radio or give any recommendations on how to resolve the issue.

Her suggestion is take my truck to the dealer and let the service advisor drive the vehicle as their vehicle until the system messes up with them. When I asked, would you buy a 60k+ truck and allow someone else to use it? She said of course not, but if you want this fixed you will do this. (BTW I would have to pay for a rental, not Ram Customer Care).

She said the "Offline" Search for the N aviation is working as designed. When I bring up the fact that Ford & Chevys will SEARCH if I type Walmart in the search bar, while as my Ram one Sits and spins saying "Offline" displaying nothing. She said, it just searches your favorites. WTF?!?!?

She said Ram is working on the back up camera glitches

She said there is no issue with Blue Tooth putting anyone's mic on MUTE while talking on the phone (Yet I see many people posting about this).

She said that when the radio starts playing static, take it to the dealer. (I HAVE, TWICE, they RESET IT and say it's good. I want this to stop doing it.)

She told me that I have to take it to the dealer and allow them to drive it until it repeats all my issues with them. If I had to leave them the truck for a month or so and they can document it.

A MONTH!?!?!?!??!?!?!?!?!?!?!?!?!?!??!

REALLY!?!?!?!

BTW: I asked When ford had an issue with their sync in their vehicle, their customer service gave me a Unlimited Mileage Warranty / 10 Years on the radio itself. I asked can they do something similar because I'm having issues and you haven't fixed it yet. She said NO. I asked what happens when my warranty expires, she said, I'm on my own and they would not be responsible for it...


REALLY?!?!?!?!?!?

This is the FIRST and PROBABLY LAST Mopar product I will ever own. My wife's car is going to need replacing soon and I was thinking about buying a new Durango R/T or SRT but to heck with that. They won't honor their own warranty and won't do anything. I'd rather have a GM or Ford again, at least they take care of their customers.....

 

[d_THRILL]

I was just informed by "Diane" (case manager) from Ram Customer Care that she can not resolve, extend my warranty on the radio or give any recommendations on how to resolve the issue.

Her suggestion is take my truck to the dealer and let the service advisor drive the vehicle as their vehicle until the system messes up with them. When I asked, would you buy a 60k+ truck and allow someone else to use it? She said of course not, but if you want this fixed you will do this. (BTW I would have to pay for a rental, not Ram Customer Care).

She said the "Offline" Search for the N aviation is working as designed. When I bring up the fact that Ford & Chevys will SEARCH if I type Walmart in the search bar, while as my Ram one Sits and spins saying "Offline" displaying nothing. She said, it just searches your favorites. WTF?!?!?

She said Ram is working on the back up camera glitches

She said there is no issue with Blue Tooth putting anyone's mic on MUTE while talking on the phone (Yet I see many people posting about this).

She said that when the radio starts playing static, take it to the dealer. (I HAVE, TWICE, they RESET IT and say it's good. I want this to stop doing it.)

She told me that I have to take it to the dealer and allow them to drive it until it repeats all my issues with them. If I had to leave them the truck for a month or so and they can document it.

A MONTH!?!?!?!??!?!?!?!?!?!?!?!?!?!??!

REALLY!?!?!?!

BTW: I asked When ford had an issue with their sync in their vehicle, their customer service gave me a Unlimited Mileage Warranty / 10 Years on the radio itself. I asked can they do something similar because I'm having issues and you haven't fixed it yet. She said NO. I asked what happens when my warranty expires, she said, I'm on my own and they would not be responsible for it...


REALLY?!?!?!?!?!?

This is the FIRST and PROBABLY LAST Mopar product I will ever own. My wife's car is going to need replacing soon and I was thinking about buying a new Durango R/T or SRT but to heck with that. They won't honor their own warranty and won't do anything. I'd rather have a GM or Ford again, at least they take care of their customers.....

is this through STAR?

 

[d_THRILL]

My "chat" conversation with Ram Care Specialist just now. They speak of a solution, but left me more confused and frustrated. For what it's worth, read below:

RAM: Hi, my name is Alexander with Ram Customer Care, How may I help you?

RAM: Hello, how are you today ?

ME: My radio is a piece of sh*t and I think I deserve better answers from Ram as to why it is a piece of sh*t and how long it will continue being a piece of sh*t.

RAM: So sorry to hear that! You came to the right place, I would be glad to help put together a plan to get this resolved!

ME: I had a STAR case opened on this issue in November or December of last year. That case number is ********. It has since been closed but I still have the same issue.

RAM: Ok perfect, thank you for that

ME: I think I have another opened STAR case on the issue. That number is ********.

ME: But bottom line is I'm not getting a fix to my problem and I'm not getting answers as to what is causing the problem. I'm being ignored and pushed off. And that's RAMS choice to do so. But they're losing a customer and I'm sure as hell spreading the word to everyone I can that RAM is the worst brand to buy right now because they don't back their product.

RAM: I apologize, absolutely, sorry for the disappointment. I can see the cases here, how were things left with the dealer?

ME: The dealer is supposed to receive instructions from STAR. The dealer has not reached out to me about anything. My assumption, from past dealings, is that STAR never in fact reached out with instructions. But I'm also tired of my truck being a lab rat. I don't want to bring it into the dealer unless there's a known fix. That means that RAM actually knows what the problem is and has a solution. My truck has been at the dealer at least a dozen times for this issue. I can't understand that they don't have a handle on this. I am one of many owners with this continuing problem and we have gotten nothing from RAM other than excuses to blow us off. No solutions.

RAM: I really am sorry to hear this. Lets get the dealer and find out the latest status. What dealer were you working with?

ME: Scranton Dodge.

RAM: Alright, lets see here. Is that the location 1146 Wyoming Ave, Scranton, PA 18509, United States? Do you know who you were dealing with there?

ME: Yes. And no, the person I was dealing with is now at a different location since they closed the first STAR case.

RAM: Alright, please bare with me. I will be right back with the latest update.

ME: And the latest TSB, September 11, 2019 UAX and UCX Radio Enhancements - #008-009-19 REV. B., does not fix my issue. I haven't had my radio updated to this version, but I can confirm that other owners with the same issue as mine had the update and still have the problem.

RAM: Alright Dylan, thank you so much for your patience, greatly appreciated! I spoke with service at the dealer, they are expecting to have the parts and details needed anytime now! They are expecting it no later than end of 2019, thats a month away.

ME: what are the parts and details? Please share.

RAM: I wish I had those details, those would come from STAR and they havent been released to the dealer yet

RAM: We apparently are expecting them anytime now.

ME: so you can see why, again, I feel like I'm being blown off, right? That does absolutely nothing for me other than leave me even more clueless and feeling pushed away by RAM. It's just not fair. Clearly if there's parts and details that STAR has, and I have an OPEN STAR case, then those details should be shared with me asap.

RAM: I hear you and if we had a fix or more information, I would gladly pass it along, I promise you that. On the positive side, it looks like this should be resolved in no more than a month at most, which is great to see

ME: I call BS. But whatever.

RAM: Sorry you feel that way, I understand the disappointment. I work here but I am a vehicle owner too

ME: then why not try and go above and beyond and help me get the answers? You said there's parts and details that the STAR people have, you have access to my STAR case, so why can't you share the details with me? It would put my mind at ease. Telling me that this will be resolved in less than a month does nothing for me but make me mad, because guess what, I've been being told that since last year.

RAM: I am sorry, if I made it sound like there is an answer and its being held back, thats not the case, once STAR has the next steps, they immediately release them. At this point we lack the next step that STAR provides. I do apologize for the frustration though.

ME: so is the dealer expecting parts and details like you said? They can't receive parts if RAM doesn't know what's wrong. So I'm confused as to what you're telling me.

RAM: I apologize again, STAR is currently working on the answer, that may include parts or updates or other tweaks, until they release the fix, we lack those details.

ME: Ok so really no update because that's what they've been saying for over a year. That's really the bottom line.

RAM: STAR has not updated this yet, thats correct. I am sorry for the disappointment

ME: Ok. What a disappointment. I wish RAM would take a different approach to this issue with us owners. Not fair to us and really just a sh*tty way of going about their business. Nothing pisses me off more than seeing them advertise Motortrend and other awards, trying to get more business, and completely ignore the ongoing problems and frustration their current customers have. Really sh*tty business model.

RAM: I hear you. I am sorry again. I would love to have a solution ready here. I can say that we are looking to have this fix any time now and before the new year at most.

ME: Ok nothing more for me to say at this point. Thanks.

RAM: Alright, Dylan I do wish you a great rest of your day, can I assist with anything else for now?

ME: nothing.

RAM: Thank you again Dylan for taking the time to contact Ram Customer Care today. Please reach out to us again if you need further assistance. Our phone number is 1-866-726-4636. You can also look for updates on our website www.Ramtrucks.com. Have a great rest of your Tuesday!

 

[RIC3BOY]

UPDATE

Rear back-up camera replaced, as well as recall V61 was also completed. I dropped off the truck at 8:45am, but according to my dash cam, the technicians didn't get to it until 6:00pm that evening. I picked up the truck for 7:00pm. Regardless, the camera was replaced and the V61 recall was addressed. No damage. I understand that dealerships are busy this time of the year (winter tire swaps, etc).

FWIW - I personally purchased the rear back-up camera out of pocket. This was the only way to avoid the whole "diagnosing" stage, as the technicians were not able to previously diagnose it (it was in 2-3 times before). When I spoke to the Service Manager regarding my issues, I asked him if he could perform the replacement labour free-of-charge, and he obliged.

When I picked-up the truck in the evening, I spoke with the Service Advisor and the Technician. A few notes:

1. They were not able to replicate the issue. Although when I dropped off the truck that morning, I was experiencing the issue (audio cutting in/out, no rear back-up camera guidelines, etc). When I listened to the dash cam audio when the Technician got to my truck, it appeared that the issue wasn't happening, so it would be impossible to replicate since the truck would need to sit for at least another 30mins turned off, and even then that would only be a chance for it to happen again (weather dependent).

2. All dealerships are privately owned. They only sell and maintain the vehicles. Therefore, they only perform repairs based on what FCA engineers advise. If they cannot diagnose the issue on their own, they look to FCA. If FCA doesn't know, then they don't know. Simple as that.

3. Note every issue, every single time you bring your vehicle in for service. This puts a note on their files, which they officially have to report to FCA for unresolved issues. They say eventually issues get resolved, but it takes time based on volume and urgency. This also puts a record on your profile with the dealership, for when your vehicle is out of warranty and the issue is still there, they have records to fall-back on so they can perform retro-warranty fixes.

4. Any warranty repairs that involve replacing parts, needs to be verified by the dealership with FCA. This is because FCA requires that the part be sent back to them for diagnosing. If the part is not faulty, the dealership gets charged for the part. This presents a few issues, where the dealership will be very critical about diagnosing issues. If they are incorrect with their diagnosis, they will eventually pay for the replacement part. This is the EXACT reason why I decided to purchase the camera myself. It forces the replacement (regardless if you pay for the labour).

Regarding the rear back-up camera, it was as I suspected - there was a hardware part number change. When I did my research for the replacement part number, I found that #68414414AA replaced #68322864AF. I found this odd, considering my truck is a 2019, and there was a revision in the middle of the year. Here's a link for reference:

Rear Camera - Mopar (68414414AA) | Mopar America

Mopar part # 68414414AA - Rear Camera

www.moparamerica.com

This is the original camera (I kept it since I purchased the replacement, I own this. This is not to be sent back to FCA). Note the hardware part number (#68322864AF)

This is the replacement part number.

######################################################​

As most of you can tell, I am obsessed with this issue. I've never been so upset on a new vehicle purchase, yet when the truck works, I love it. Its a love-hate relationship for sure. Will advise in the coming days if the issue returns. Fingers crossed.

Reference Links:

uConnect 12.1" & 8.4" - Intermittent Pauses in Audio for All Sources

ISSUE RESOLVED If you are experiencing the issue below, replace your rear back-up camera. See original and related links here: TSBs, Maintenance, Warranty Issues https://5thgenrams.com/community/threads/uconnect-12-1-8-4-intermittent-pauses-in-audio-for-all-sources.3975/ uConnect Systems...

5thgenrams.com

https://5thgenrams.com/community/threads/uconnect-12-1-8-4-intermittent-pauses-in-audio-for-all-sources.3975/

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[d_THRILL]

Fingers crossed.

 

[xdrugfreex]

Let us know how it goes - I might have to take that route if the replacement camera solution doesn't work. Appointment is tomorrow morning, so I should know within the week if it worked. I basically get the issue at least once a day with the weather we've been having here in Toronto.

How did you insulate the camera?

To date, I haven’t had the issue again. Granted, it’s been a tad warmer. But it hasn’t returned. I actually took a dish towel and rolled it up long way and then wrapped it around the camera and handle assembly from the inside, nothing fancy or permanent at this time.

 

[Donbaragar]

Only been a weekend since I had it done, no issues yet.

 

[RIC3BOY]

I'm coming up to a full week, issue hasn't returned either.

 

[d_THRILL]

This sounds positive! Not getting my hopes up, but happy to hear from those of you who have insulated/replaced cameras and aren't having issues. I can confirm that I haven't attempted an insulation or camera replacement and I've been bombarded with the stupid bug over the past week and longer... Keep us updated!

 

[RIC3BOY]

This sounds positive! Not getting my hopes up, but happy to hear from those of you who have insulated/replaced cameras and aren't having issues. I can confirm that I haven't attempted an insulation or camera replacement and I've been bombarded with the stupid bug over the past week and longer... Keep us updated!

So far this is the longest I've had the issue resolved during the cold weather temperatures. I'm confident that this is the resolution, as it was proven by other members on the Wrangler forum with the same issue.

Just have to remember, if you're getting the camera replaced - you have to ensure its the correct camera part number. Don't end up with the same part number as before. I believe those with the surround view camera system has a different part number all-together (since you can run multiple different views on the same camera - wide angle, etc), so you'll have to research into that. I essentially have the "base" camera, so it was cheap and relatively easy to fix.

 

[d_THRILL]

So far this is the longest I've had the issue resolved during the cold weather temperatures. I'm confident that this is the resolution, as it was proven by other members on the Wrangler forum with the same issue.

Just have to remember, if you're getting the camera replaced - you have to ensure its the correct camera part number. Don't end up with the same part number as before. I believe those with the surround view camera system has a different part number all-together (since you can run multiple different views on the same camera - wide angle, etc), so you'll have to research into that. I essentially have the "base" camera, so it was cheap and relatively easy to fix.

Do you think Ram/Fiat/Chrysler is picking up on this?! Good lord! Leaving it to the owners to figure out...

 

[Jpace]

Dealer replaced my camera with new part #68414414AA . No issues since.

 

[jdefoe0424]

Happened again with my truck last night, went to the store and it was acting up...on the way home it was fine.
It was upper 30s but we did have the storm come through and dump a bunch of rain.. mentioned to the dealer about replacing the camera so we'll see what they say

Sent from my Moto Z (2) using Tapatalk

 

[Donbaragar]

Been over a week, varying temps, humidity, wind, snow and rain levels. No issue. Hopefully you won't hear from me again boys. Thanks for all the help along the way. I'll report back if anything happens again.

 

[d_THRILL]

Just letting everyone know that I haven’t had my camera replaced yet and I’m having issues more than ever. It’s almost every start now.

 

[RIC3BOY]

Coming up 2 weeks, the issue hasn't returned. Will update the title of this thread.

 

[d_THRILL]

Does anyone have the updated camera part # for trucks with the 12” screen and tow package? (No surround view)

 

[RIC3BOY]

Does anyone have the updated camera part # for trucks with the 12” screen and tow package? (No surround view)

It should be the same part number then. When I searched for mine, it only gave two options ("w/ Surround View" and w/o Surround View".

You can always confirm with your dealership. Ask for the parts department and say you need to replace your rear camera. They should ask for your VIN to confirm. From there just ask them what the part number is.

 

[xdrugfreex]

Update on my attempt at insulating camera and the issue is still there. Been in the 30s and problem returned. Looking into the camera replacement

 

[Jpace]

Does anyone have the updated camera part # for trucks with the 12” screen and tow package? (No surround view)

Same part - #68414414AA. I have tow package without surround view. No issues since camera replacement.