Uconnect/SiriusXM Guardian/Quite the mess

[caseyj]

So bear with me while I explain all of the issues and hoping someone might know where to go with this:

(Vehicle is in my signature - 12" screen):

Two weeks ago, I called Sirius Guardian because my remote start/app etc was not working.. first time I tried it after buying the vehicle new in February. (Haven't had a lot of time, crazy busy). The girl I talked to said something is not activated, try pressing the SOS button and see if they see your location and VIN number. I did, and the agent could not see my VIN number. She hangs up, however, the system freaks out and says "no cell service available, retrying call"... 25 TIMES! I kid you not, Sirius XM EMS called me after about 20 times and said what in the world is going on, do you need help? I told the agent I couldn't get it to stop, she had me hold down the SOS button for 10 seconds and it finally stopped after about 5 more tries. I called the dealership up, setup an appointment for Monday. Tech manager has the truck for the whole day, he feeds me this line that its something with SiriusXM Guardian and was an idiot.. didnt know they had a new app for uconnect, etc. Tries to tell me the red lights on the SOS button are the system working (which I know wasnt right, per the manual, that means system error). Shows me tech bulletins that are kinda close but not really saying dont replace the radio.. Says he'll dig into it and call me later. Later that afternoon, I get another call for SiriusXM Guardian saying they need to verify the SIM ID with tier 2 support. I ask if I can do it, she says no, dealer has to get into some mode on the radio to see this. I call the tech manager back and tell him that, and he says he doesn't have a number for backend support tier 2 for sirius xm guardian, he calls the same number i do, and he'll have to dig more. The agent calls back and asks if I had him do that, and told her the situation, asked her to give me the number for tier 2. She cant do that, and says he has the number somewhere. She also says, you need to also try doing a personal data reset on the radio. I do that, and that makes things worse. (Except it fixed my text messaging issues - those work and pop up now!). But, now the radio's no longer activated for Sirius Guardian. I press the activate services button, go through the registration, and told "Server Error". Call them back, (Can't call back on the assist button now because it's deactivated). They say, All your services are active, we can't help you, call your dealer. Tech manager gets pissed with me for calling back and says he's working on it.. (that was today after it being 4 days later). I called Sirius XM Guardian back, and they won't talk to me now because they insist it's dealer issue and noted on my account to not proceed any further.

Has anyone ran into any of these scenarios? What do I do? Do I try another dealer? Do I go at this with a Lemon Law issue? Half the stuff on the radio doesn't work right now, or I get the "services need activated, click to activate" and stuck in a loop.

Edit: I did open a case with RAM customer service this morning, and was told someone will call me back tomorrow, however, he was supposed to email me the ticket number and never showed up. I have the ticket number now, but wow..

 

[Falken]

I am having the same issue, very similar to yours. I bought my truck in Feb. I'll start with the first issue I had....
Signed up with xm guardian, installed the app on my phone, registered onilne at the mopar site. Assist, SOS, remote functions from computer or phone app (android) worked as they should.

Then a couple weeks later while leaving for work I reverse out of the driveway to find my cameras are displaying something that looks like black icicles from the top of the screen. I took a picture, then shifted back to drive and went to work. When I arrived at work I put it into reverse again to see the same issue. So I disconnected the battery to see if that would clear it.
To my surprise when I started the truck after the battery disconnect I saw no cameras at all on the display. (I thought I really messed up)
A few hours later I start the truck and find everything is back. Cameras are working and clear and all is well. I had to change the theme and a couple of things but it remembered most of my settings.
This continued each week and after the third time the dealer said they would order a new screen. They thought that would correct the problem. I had learned by now that I didn't have to disconnect the battery to fix the "black icicles". All I had to do was shut the truck off and power down the radio by opening the door. Start the truck back up and the screens were clear.
The screen was replaced soon after and it worked fine for about a week... black icicles were back.... UGH! So now the dealer immediately ordered a new module for the screen. They said this was the next step to take. --> During all of this the xm guardian functions were all working correctly. <--

The new module came in and the dealer installed it. Now when you get the new module it comes with all new numbers pertaining to the radio ID. Getting the trial subscription and everything swapped over to the new radio ID was painful. The dealer tried to do it when they installed the new module but of course they can only do so much, as they dont have access to my account. So I had about 5 lengthy calls with xm guardian and sirius xm over the next week to get my music channels back and the remote functions as well. They had to create support tickets and so on to get it going. They also needed the IME as well as some other numbers which you cant see unless you go into the dealer screen. (press and hold bottom left and right buttons of screen to access this)
So after all that, xm guardian had it all working again. And guess what? The black icicles came back lol. The dealer and myself figured it just must be a software issue, and decided to wait for the next update.

Things were fine until last week, when I lost the xm guardian functions as you have. I took it into the dealer today and they cheked the radio and said it has the latest update and they verified the GPS is working. They cant find anything wrong. Xm guradian called my cell to do some troubleshooting just after I got it back from the dealership. I went outside, started the truck and pressed the Assist button as they asked. Assist and SOS can talk to me and see the vehicle is a 2019 ram pickup, but they cannot see the VIN or my location. Remote functions will not work from their end, and they will not work from my computer or the phone app anymore. After the call with the SOS button, it would try to hang up but it couldn't. It then says the truck has lost cell service and redials SOS as you were saying. This went on for 5 times and I still had XM guardian support on the line! It wouldn't stop redialing on the SOS. So I disconnected the battery while I still had them on the line to shut it off.

XM guardian now has moved it up to a higher level of technical service to try and figure it out. Hopefully they or FCA get this sorted out.....

I haven't had any black icicles for a few weeks now though

 

[caseyj]

I am having the same issue, very similar to yours. I bought my truck in Feb. I'll start with the first issue I had....
Signed up with xm guardian, installed the app on my phone, registered onilne at the mopar site. Assist, SOS, remote functions from computer or phone app (android) worked as they should.

Then a couple weeks later while leaving for work I reverse out of the driveway to find my cameras are displaying something that looks like black icicles from the top of the screen. I took a picture, then shifted back to drive and went to work. When I arrived at work I put it into reverse again to see the same issue. So I disconnected the battery to see if that would clear it.
To my surprise when I started the truck after the battery disconnect I saw no cameras at all on the display. (I thought I really messed up)
A few hours later I start the truck and find everything is back. Cameras are working and clear and all is well. I had to change the theme and a couple of things but it remembered most of my settings.
This continued each week and after the third time the dealer said they would order a new screen. They thought that would correct the problem. I had learned by now that I didn't have to disconnect the battery to fix the "black icicles". All I had to do was shut the truck off and power down the radio by opening the door. Start the truck back up and the screens were clear.
The screen was replaced soon after and it worked fine for about a week... black icicles were back.... UGH! So now the dealer immediately ordered a new module for the screen. They said this was the next step to take. --> During all of this the xm guardian functions were all working correctly. <--

The new module came in and the dealer installed it. Now when you get the new module it comes with all new numbers pertaining to the radio ID. Getting the trial subscription and everything swapped over to the new radio ID was painful. The dealer tried to do it when they installed the new module but of course they can only do so much, as they dont have access to my account. So I had about 5 lengthy calls with xm guardian and sirius xm over the next week to get my music channels back and the remote functions as well. They had to create support tickets and so on to get it going. They also needed the IME as well as some other numbers which you cant see unless you go into the dealer screen. (press and hold bottom left and right buttons of screen to access this)
So after all that, xm guardian had it all working again. And guess what? The black icicles came back lol. The dealer and myself figured it just must be a software issue, and decided to wait for the next update.

Things were fine until last week, when I lost the xm guardian functions as you have. I took it into the dealer today and they cheked the radio and said it has the latest update and they verified the GPS is working. They cant find anything wrong. Xm guradian called my cell to do some troubleshooting just after I got it back from the dealership. I went outside, started the truck and pressed the Assist button as they asked. Assist and SOS can talk to me and see the vehicle is a 2019 ram pickup, but they cannot see the VIN or my location. Remote functions will not work from their end, and they will not work from my computer or the phone app anymore. After the call with the SOS button, it would try to hang up but it couldn't. It then says the truck has lost cell service and redials SOS as you were saying. This went on for 5 times and I still had XM guardian support on the line! It wouldn't stop redialing on the SOS. So I disconnected the battery while I still had them on the line to shut it off.

XM guardian now has moved it up to a higher level of technical service to try and figure it out. Hopefully they or FCA get this sorted out.....

I haven't had any black icicles for a few weeks now though
View attachment 23839

So my dealer has had my truck since Monday.. they told me yesterday they had to do a full reset on the radio, and seems to be ok.. however I told him I wanted verification that my stuff was activated. Right now, I still can't run remote locks, etc. from the app. So I'm not convinced. However, they did say they were waiting to hear back from Ram Corporate tech support on next steps and would let me know after that.

Glad to know you had the same issue I did.. I told the dealer not to press the SOS button unless they are ready to fight with the consistent calls.. they said they tried it and immediately disconnected the battery because it was doing the same thing before they did a full reset.

Whatever you do, don't do a reset of personal settings... SXM Guardian told me to do that, and now the system has lost its activation which had some things activated before, then they left me hanging saying they couldn't help.. wouldn't escalate, told me to go to the dealer. Now there's a note on my account if I try to call in saying dont troubleshoot, send to dealer.. lol

Guess we'll see what happens... Ram customer service did say that if this persists and they can't get it fixed, I can apply to get a replacement vehicle due to these problems and problems with brakes and starter issues i've had..

 

[eagle59]

So bear with me while I explain all of the issues and hoping someone might know where to go with this:

(Vehicle is in my signature - 12" screen):

Two weeks ago, I called Sirius Guardian because my remote start/app etc was not working.. first time I tried it after buying the vehicle new in February. (Haven't had a lot of time, crazy busy). The girl I talked to said something is not activated, try pressing the SOS button and see if they see your location and VIN number. I did, and the agent could not see my VIN number. She hangs up, however, the system freaks out and says "no cell service available, retrying call"... 25 TIMES! I kid you not, Sirius XM EMS called me after about 20 times and said what in the world is going on, do you need help? I told the agent I couldn't get it to stop, she had me hold down the SOS button for 10 seconds and it finally stopped after about 5 more tries. I called the dealership up, setup an appointment for Monday. Tech manager has the truck for the whole day, he feeds me this line that its something with SiriusXM Guardian and was an idiot.. didnt know they had a new app for uconnect, etc. Tries to tell me the red lights on the SOS button are the system working (which I know wasnt right, per the manual, that means system error). Shows me tech bulletins that are kinda close but not really saying dont replace the radio.. Says he'll dig into it and call me later. Later that afternoon, I get another call for SiriusXM Guardian saying they need to verify the SIM ID with tier 2 support. I ask if I can do it, she says no, dealer has to get into some mode on the radio to see this. I call the tech manager back and tell him that, and he says he doesn't have a number for backend support tier 2 for sirius xm guardian, he calls the same number i do, and he'll have to dig more. The agent calls back and asks if I had him do that, and told her the situation, asked her to give me the number for tier 2. She cant do that, and says he has the number somewhere. She also says, you need to also try doing a personal data reset on the radio. I do that, and that makes things worse. (Except it fixed my text messaging issues - those work and pop up now!). But, now the radio's no longer activated for Sirius Guardian. I press the activate services button, go through the registration, and told "Server Error". Call them back, (Can't call back on the assist button now because it's deactivated). They say, All your services are active, we can't help you, call your dealer. Tech manager gets pissed with me for calling back and says he's working on it.. (that was today after it being 4 days later). I called Sirius XM Guardian back, and they won't talk to me now because they insist it's dealer issue and noted on my account to not proceed any further.

Has anyone ran into any of these scenarios? What do I do? Do I try another dealer? Do I go at this with a Lemon Law issue? Half the stuff on the radio doesn't work right now, or I get the "services need activated, click to activate" and stuck in a loop.

Edit: I did open a case with RAM customer service this morning, and was told someone will call me back tomorrow, however, he was supposed to email me the ticket number and never showed up. I have the ticket number now, but wow..

Actually just give up and drive your truck. My UConnect stuff never worked. You have to understand that IF you live in an area that doesn't have much sprint just forget it. Watch out for your new battery. Many quality control issues. Replacing batteries left and right. Well that is if you can get one from the dealer. back ordered for atlas a month. Good luck.

 

[wirles]

Actually just give up and drive your truck. My UConnect stuff never worked. You have to understand that IF you live in an area that doesn't have much sprint just forget it. Watch out for your new battery. Many quality control issues. Replacing batteries left and right. Well that is if you can get one from the dealer. back ordered for atlas a month. Good luck.

I believe it all goes through AT&T for the 2019's. They are all LTE and that is who you have to sign up with for the WIFI hotspot.

 

[Ram-bunctious]

This is crazy. My uConnect stopped working after two weeks here in Florida. Today I checked the remote app to test the location and it returned with the correct location, so then I attempted to lock the doors and “BANG” it worked. What the heck.


Sent from my iPhone using Tapatalk

 

[rrbhokies]

What I hate about the guardian service is all the Thunderstorm warnings I get on my screen. I get warnings for counties that are hundreds of miles away. Why do I give S**t about a thunderstorm in Delaware or the Maryland Eastern Shore when I live in Northern Virginia? And those warnings don't go away until you physcially press the x on the screen. I call this a safety issue, and there is no way to disable the warnings in the settings.

 

[bmarcurella]

I believe we are all having very similar issues with XM Guardian and the Uconnect software doing odd things.. If you really want to help please post your Model/Packages/Issues so I can escalate for everyone up to FCA. I have some contacts I have been working with to get this under control. It is borderline embarrassing when you buy a 70K Truck and basic functionality like NAV doesn't work.

Uconnect 12" Software revision 18.45.40 Issues listed - PLEASE BUMP and respond so I can get this sent to the right person(s) at FCA.

Hey Guys, I just picked up a new 2019 Ram Laramie Sport Crew Cab w/new Tailgate, Customer Preferred package and Level 2 for all the audio and safety at 64K... Now, let me preface this by saying I am a Microsoft Engineer so technology is supposed to be my forte.. However, I haven't seen this...

5thgenrams.com

 

[Cray91]

What I hate about the guardian service is all the Thunderstorm warnings I get on my screen. I get warnings for counties that are hundreds of miles away. Why do I give S**t about a thunderstorm in Delaware or the Maryland Eastern Shore when I live in Northern Virginia? And those warnings don't go away until you physcially press the x on the screen. I call this a safety issue, and there is no way to disable the warnings in the settings.

Unless it is model year specific, there is a setting to disable this in the menus. I just ran across it in my '21.

 

[Bluesuitmatt]

I know it's been a while since this post has been active. I'm hoping that someone reads this and can help me with similar issues that I'm having.

I have a 2019 Ram 1500 Limited with the 12 inch Uconnect screen. In June of last year because it was defective my 12in module was replaced. This as stated above changed my IMEI number which I now know is how XM Guardian identifies each vehicle. I have been on the phone XM Guardian( side note xm radio works fine). The actions initiated from the app no longer work. XM Guardian has told me on the phone that there needed to be a "star case" opened. Wouldn't tell me how but that the dealer needs to call.

The dealer is a whole different conversation. They had not helped in 6mths to get this done. I went to a second dealer. They told me that they would not open a "star case" because they did not install the radio. I have 2 dealers that dont know or want to help.

I opened a case with Ram. They sent my case Uconnect and now emails are not being returned.

I think possibly the manual input of the new ID numbers in XM Guardian system would fix everything ie. "Star Case"?

Help?

 

[Mommanord14]

I know it's been a while since this post has been active. I'm hoping that someone reads this and can help me with similar issues that I'm having.

I have a 2019 Ram 1500 Limited with the 12 inch Uconnect screen. In June of last year because it was defective my 12in module was replaced. This as stated above changed my IMEI number which I now know is how XM Guardian identifies each vehicle. I have been on the phone XM Guardian( side note xm radio works fine). The actions initiated from the app no longer work. XM Guardian has told me on the phone that there needed to be a "star case" opened. Wouldn't tell me how but that the dealer needs to call.

The dealer is a whole different conversation. They had not helped in 6mths to get this done. I went to a second dealer. They told me that they would not open a "star case" because they did not install the radio. I have 2 dealers that dont know or want to help.

I opened a case with Ram. They sent my case Uconnect and now emails are not being returned.

I think possibly the manual input of the new ID numbers in XM Guardian system would fix everything ie. "Star Case"?

Help?

Same exact problem here. New radio installed last September and app, sos, and assist not working. Uconnect saying exact same thing about a star ticket. Dealer has never heard of that. When my radio was replaced my Xm stations and all the presets were completely the same as I had them. So truck is in the shop waiting for another radio. The dealer did say that there is a phone in the truck that is for 911, the sos. That was not working. Who knows. I can hear my dad in my head telling me, you never get a new model year vehicle. You wait till they work out the bugs. I should have listened.

 

[Mommanord14]

So update to the UConnect issues. Truck has been in the shop a week today. Called and the radio has been replaced for a second time. Still not working. Uconnect says they haven’t seen the truck through the sos since June of 2021. The radio was first replace September 8th 2021. I asked , wasn’t it tested before you had me pick it up? Silence. They cannot figure out what is going on. Wouldn’t you say that the sos feature is a safety feature? I love my ram but when I had my GM and Onstar I never had these problems. I really need my truck. Need to pickup feed for my livestock and the little Honda Civic they gave me as a loner won’t hold the feed I need to pick up. I am very tired of this issue. Between brake issues and radio issues since day one this has gotten really old.

 

[Lilwelder]

We're having the same problems! The 12" screen on our 2020 3500 Longhorn was locking up. Funny enough it had to do with the Memory 2 seat button and only happened when hooked up to a trailer. We could sometimes get it to unlock but it kept happening. So the dealer replaced the radio under warranty and the sirius button has been greyed out ever since, so it won't go to channel 0 like the Sirius technicians keep insisting I do. I've spoken to several Sirius people, and they really know nothing. Finally someone at the Sirius Guardian phone number said we needed to call our dealer and have them "open a star ticket". I just called our dealer and finally got thru to the Service Dept and they have no idea what a Star ticket is. So frustrating. What now? Has anyone gotten any answers?
We're calling this truck the "covid truck" because it's had so many problems. We're guessing the parts were being sourced from strange 3rd party vendors or something. It's been in the shop for warranty work more than it's not been and it only has 24,000 miles.

 

[dcpassman]

I have a 2021 Ram 1500 Laramie. I bought it from a dealer in town. However the factory warranty has expired. I am having issues with the SeriousXM Guradian. When I press the assist button, I get a message saying no services are activated. When I touch the activate button it just goes off.

 

[User_3336]

I have a 2021 Ram 1500 Laramie. I bought it from a dealer in town. However the factory warranty has expired. I am having issues with the SeriousXM Guradian. When I press the assist button, I get a message saying no services are activated. When I touch the activate button it just goes off.

That is a Serious issue.