Uconnect/SiriusXM Guardian/Quite the mess

caseyj

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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

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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 :)
20190402_070626.jpg
 

caseyj

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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

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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

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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

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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

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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

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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.

 

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