QUICK LINKS for Subscriber Issues:
- BMW/Mini Preset Issue
- Channel Blocking
- Chrysler C2V12 Receivers with 140 Channel Limits
- Ford/Lincoln/Mercury/Fiat - "Rock" category and channels are not available
- Mercedes Benz
- Presets
- Recordings
- Refresh
- Certain Sirius Radios that don’t include channels over 128
- Incorrect Channels and Logos
- Update Required
- XM GM Customers
Issues that will need to be Transferred to the ATS Team for Advanced Troubleshooting
- Chrysler, Jeep, Dodge Model Year 06, 07, or 08 -- Radios may not display all the available Sirius channels.
- Land Rover/Range Rover -- Customer’s radio stuck on "acquiring signal" or "Sirius update please wait“.
- Toyota/Lexus/Scion Customer with special radios -- Customer's XM radio programming does not match the channel name/number displayed on the radio.
- Ford F Series or CMAX Vehicles - Radio Stuck in "Updating" or is locked up
Issue: Some BMW and Minis with a specific type of head unit will find that all presets are erased and the preset list is empty. (If a channel number associated with a preset is eliminated, the whole preset list may be wiped out.)
Radios Affected: BMW/Mini OEM
Resolution: A dealer process is required to restore the system to allow saving presets again. You should refer customers to their local dealership.
Issue: The Customer had blocked channels and they are no longer blocked.
Radios Affected: Mostly occurs on "older" aftermarket radios
Resolution: The Customer will need to re-block the channels. Refer Customers to their radio's user guide.
Chrysler C2V12 Receivers with 140 Channel Limits
Issue: Customers who have not refreshed their radios in a long time may only have access to channel numbers 2 through 158 until a refresh is performed.
They will have channels that are not intended for these radios, and they will be missing channels that are intended for these radios.
REMINDER - If there is more than 1 radio, you should make sure they are refreshing the correct radio.
Resolution: Perform a refresh.
Ford Model Year 11 Vehicles/Lincoln, Mercury and Fiat (with certain high-end radios)
Issue: Customers with certain Model Year 2011 Ford, Lincoln and Mercury vehicles may experience the "Rock" category and channels being unavailable using "Seek Up" and "Seek Down" tuning when "Select Genre" mode is used.
Resolution: Customers should select "All" after "Select Genre" to see the Rock category and seek up and down through the Rock channels..
Issue 1: Unable to switch to or from the “All Channels” category to other categories (e.g. Pop, Rock, etc.) when switching between categories via left and right buttons.
Resolution:
You should instruct the Subscriber to:
- Push and hold the “on” button for at least 10 seconds. The radio will now be turned “off.”
- Push the "on" button again to turn the radio back on. The issue should now be resolved.
If unsuccessful, customer should be direct to contact Mercedes Benz customer care for further assistance 1-800-FOR- MERCEDES (1-800-367-6372).
Issue 2: Radio resets every 55 seconds, or radio displays “Call Sirius to Subscribe – Saturday 8 a.m. to 11 p.m. EST and Sunday 8 a.m. – 8 p.m. EST."
Impacted Vehicles
- 2004 - 2007 SLK, Maybach
- 2006 - 2007 S class
- 2007 - CL
- 2008 - E Class, CLS, SLK, Maybach, S Class, CL
- 2009 - SL, SLK, E Class, M Class, R Class, GL, G Class, S Class, CL
Resolution:
Verify in CEP that the subscriber has active service.
If yes, follow the process detailed below:
1) Send a refresh signal IF the subscriber is in their vehicle.
If this does not fix the issue, move to step 2.
2) If general troubleshooting is unsuccessful instruct the customer to contact Mercedes. They may need the "COMAND" software update to gain access to the updated channel lineup.
Issue: Sirius Subscribers may have presets that do not go to the correct channel.
Resolution:
You should instruct Subscribers to reset their preset channels.
- Most radios presets are set by tuning to a station and pressing and holding the desired preset button.
- If the customer has issues with presetting their channels:
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- OEM Subscribers: Refer them to the vehicle owner’s manual for assistance (the process will be the same for setting their vehicle's AM/FM presets).
- Aftermarket Subscribers: Refer them to their radio's User Guide.
Issue: Subscribers with radios that have recording features will need to reprogram their recordings. (This will only occur for Sirius Customers who have recorded Bloomberg, or XM Customers who have recorded any of the eliminated Channels.)
Resolution: You should inform Subscribers that they will need to reset their recording schedule, and refer them to user guides.
| XM | Sirius |
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IMPORTANT NOTE: Do NOT send multiple refreshes to the same radio at the same time.
Issue: Subscribers are receiving more/less channels than they are supposed to receive. This impacts Customers on Music Showcase, News, Sports, and Talk, Basic, Español and Family Friendly plans. This also impacts older aftermarket radios.- Pre-Gen3 receivers with Music Showcase (both U.S. and Canada)
Resolution: The Customer needs a refresh signal (If the Customer has more than one radio, be sure to verify the correct Radio ID/ESN.)
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Certain Sirius Radios that don’t include channels over 128.
Issue: Certain older Sirius-model radios lack the appropriate bandwidth to receive over 128 channels. This includes many channels which have been added in recent years.
Resolution: Apologize to the Subscriber for any inconvenience. Let the Subscriber know that there are aftermarket radios available that are capable of receiving the newer channels.
Issue: Incorrect Channels and Logos display after programming update
Affected Radios: Onyx Plus Radio
Resolution: Instruct the customer to:
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Turn on your radio and make sure the radio has a clear view to the sky (not blocked by a garage, large trees, or buildings).
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Press the radio's power button to turn it off.
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After the radio’s display goes blank, press the power button again to turn it back on.
After powering up the radio, your channel lineup and logos should now be up-to-date. If your radio is still not updating after performing these steps, it may require a hard reset.
To reset your radio, please follow these steps:
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Press Menu
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Press down arrow key to scroll and highlight “factory Settings” and press “Select Button”
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Press down arrow key to scroll and highlight “restore defaults” and press “Select” button.
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A warning screen will be displayed. Hit select to confirm and the radio will revert back to its default settings.
Please note that by resetting your radio, some of your settings may be removed.
Issue: The new logos for the channels on Stiletto radios (Sirius) will not appear, but the new lineup will be correct
Affected Radios:
- S50
- Stiletto 10 (SL10)
- Stiletto 100 (SL100)
- Stiletto 2 (SL2)
- MiRGE
Resolution: Some Sirius radios can not display our new channel logos, and will instead display the Sirius dog logo or the channel name and number.
You should reinforce with the Subscriber that "this does not affect any of the actual programming you hear. We apologize for any inconvenience."
Updating / Loading Message (constant display) -- Update Required
Issue: Subscribers with XM radios may see a constant "Loading" or "Updating" message (radios may display other messaging for his same issue)
- Subscribers may say they hear the wrong audio content for the last channel tuned to,
- Preset stations are playing incorrect audio, or
- Not all the new channels are present within the first minute or so after turning on the radio.
Affected Radios:
|
Onyx |
Roady2 | XpressRC | ||
| Onyx EZ | RoadyXT | XpressRCi | ||
| Onyx Plus | SkyFi | Commander | ||
| SkyDock | SkyFi2 | CommanderMT | ||
| Snap | SkyFi3 | Sportscaster R101 | ||
| Edge | Xpress | AudioVOX SRXM-00 | ||
| M!RGE | XpressEZ | AudioVOX XR9 | ||
| Roady | XpressR | Sony DRN-XM01 |
Resolution:
You should instruct Subscribers to:
- Leave the receiver ON in good signal conditions for 3-5 minutes.
- Press the receiver's power button to turn the receiver off.
- After the receiver's display goes blank, press the power button again to turn the receiver back on.
- After the receiver powers up, the issue should be resolved.
XM GM Radios (Specific Models)
Issue: The preset channel number display will not update, the preset itself will update.
Resolution:
You should instruct Subscribers to update the preset button labels on their radio. This is a simple procedure. The Subscriber should:
- Press and hold the preset button until they hear a beep.
- The preset button label should then match the currently tuned channel name and number.