Audio problem

h8pvmnt · Jul 23, 2012

The New TSB Still does not apply to the 2012 cars, it should hopefully do the trick for earlier MY Genesis sedans.

TimeOut · Aug 1, 2012

It has been almost two months since the TSB was released and my dealer still hasn't received the Discs with the software update.

How about you guys, any luck getting the software update?

QuantumRift · Aug 1, 2012

Having removed the head unit from my 2012 prem/tech pkg it's easy to see that an improperly installed connector or bad pins can cause problems. The connector coming out of the wiring harness is large and has a 'latch' that has to be properly inserted and locked down. It's important to ensure that it's latched right and if possible, especially in areas with high humidity (like along the shore) that the connectors are protected with anti-corrosion compound. NOTE: There is a fiber connector in that bundle as well that you have to be careful not to mess with or touch.

There are three connections..the main harness connector, the cheezy cable to the video unit, and the antenna.

wjakridgeii · Aug 2, 2012

Went to the dealer asking they apply the update from TSB 12-BE-012-1 to my 2012 Genesis. They said they could not because it is not approved for my VIN number and the update may crash other systems. If they can fix it for the older vehicles how hard would it be to fix it for the current vehicles. Come on Hyundai!

OneFunGenesis · Aug 2, 2012

I have heard reports of the update that isn't approved bricking the systems...no joke.

waveman · Aug 19, 2012

I had the no audio problem for the first time yesterday. Turning the AV system off and on didn't help, nor did a couple of engine shutdown and restarts while waiting at intersections. What eventually worked was leaving the car not running for about 30 minutes after I got home. I've since made a copy of the procedure to go to engineering mode and reset components (see below, copied from another post) and will keep it in the car with me.

If you have the Tech Package, next time you run into this no-audio issue or the voice command is not working, please try this:

Go to ENG menu (by pressing these buttons simultaneously: Disc/AUX, Navi/Menu, Back and the Volume Knob on the DVD player).

Go to the "Software Update" submenu and selet "To full ENG full mode". When you select it, it prompts for a key code.

If you have the old head unit with old NAV maps (2009 and 2010), first try entering ##0324#0704## as key code.

If you have a newer head unit (2011 or later) or upgraded the NAV maps, enter 0324 as key code. Once you enter the code, on the left hand side there will be few more menu items that make up the full engineering mode.

Select "Diagnostics" submenu then select "Reset Component". Select UTA. This should reset the Amplifier. If audio doesn't come back, try resetting the other components.

Crusty Old Shellback · Aug 30, 2012

I've had the same issues as the rest with an occasional "no audio" and also the surround sound not staying active when selected. I had the car in a few weeks ago for maintenance and asked them to look into it. I got a call back from the dealer service rep that said they had the TSB and needed to update the unit.

I started a thread about it as I hadn't seen this one but knew there was another thread where a guy was looking for/working with Harmon about an updated software. Some one posted a link to this thread and the post about the TSB "bricking" the '12 systems. So I called the service rep back and discussed this with him. He said that Hyundai told him they are not currently shipping any head units and that he needs to do the TSB first to see if that will fix the system.

So I need a definitive answer, does this TSB "brick" the '12 system? And if it does, is it recoverable by reloading the old SW or resetting the system? Or does this TSB fix teh '12 systems as well? I'd hate to have to drive around for a period of time while awaiting a new head unit when it could have been avoided.

One other note, the TSB is 12-BE-012-1 which he said superceeds 12-BE-012.

Crusty Old Shellback · Sep 13, 2012

OK I took the car in for the new S/W update. I picked it up yesterday.

#1. The suround sound staying selected issue has been fixed. No issues with it on all audio inputs.

#2. NAV works the same as it did before. No issues with NAV.

#3. BT phone works the same as it did before. No issues.

Old S/W was 13.001
New S/W 13.510

TSB is 12-BE-012-1 dated July 2012.

If you are going to take your car in, be sure they have the latest TSB, not the old one which has was number 12-BE-012.

So it looks like they have everything fixed now with the updated S/W.

Vince2 · Sep 13, 2012

That's good to hear Crusty. I checked HMAService two days ago and the TSB still stated "use for 2009-11" Genesis. If your system is working fine then I would like the update also. Last time I left my car with Hyundai for audio issues they called back several days later and said that could not reproduce the problem (since the problem was an intermittent loss of all audio, I knew that would be the case!!) PLUS there was a big scrap on the lower end of the front bumper...very exasperating.

Crusty Old Shellback · Sep 13, 2012

Yes the TSB still states 09-11 and does not state that it is for the 12. But it's a updated S/W and seem to work just fine in my'12 R Spec.

I too have had a intermittent audio issue with mine. Time will tell if this S/W fixed that issue as well. An intermittent fault is one of the worst faults to try and fix.

h8pvmnt · Sep 17, 2012

The dealer here in Gilbert, AZ refuses to apply the update to our 2012 RSpec. They still want to change the whole Head unit to a refurbished one. I have so far refused to let them change the head unit. I even went over there head and contacted Hyundai America Corporate there response is below. So i either have to find a different dealer, let them change the head or do nothing. Wonder how your dealer was able to apply it to a 2012. Let us know if any new issues crop up.

Email response #1

Thank you for contacting Hyundai Motor America regarding your 2012 Genesis 5.0. At this time, the 2012 Genesis is not a part of TSB-12-BE-012 and will not be a part of the software update.

We are completing further research to properly address your refurbished head unit concern. We will contact you within 3 business days with an update or the next steps for your case.

If you prefer, you can reach us by calling our toll-free customer service number, 800-633-5151, 7 days a week between 5:00 a.m. and 9:00 p.m. pacific time at your earliest convenience so we may properly gather the details of your case. When contacting us, please reference your case number 4881527 and any case manager can assist you. We look forward to assisting you further.

Thank you for contacting Hyundai Motor America.

Email Response #2

After speaking with the Service Manager at your local dealership it has been determined that the installation of a refurbished headset is the appropriate next steps to correct the problems with your Driver Information System.

We recommend your next step would be to schedule an appointment with the service department of your local Hyundai dealership to have your Genesis inspected and repaired, as they are the best-trained and most-qualified to service your Genesis.

We have documented your comments. Your case number 4881527 can be referenced if we can provide further assistance.

Thank you for contacting Hyundai Motor America.

Philth · Sep 17, 2012

FWIW - I reset the system via the maint menu when this did happen to me and got audio again. Has happened 3 times to me, IIRC.

xAcura · Oct 19, 2012

for Timeout:

i tried following your instructions:

-Go to ENG menu (by pressing these buttons simultaneously: Disc/AUX, Navi/Menu, Back and the Volume Knob on the DVD player).

-Go to the "Software Update" submenu and selet "To full ENG full mode". When you select it, it prompts for a key code.

-If you have the old head unit with old NAV maps (2009 and 2010), first try entering ##0324#0704## as key code.

-If you have a newer head unit (2011 or later) or upgraded the NAV maps, enter 0324 as key code. Once you enter the code, on the left hand side there will be few more menu items that make up the full engineering mode.

BUT under the 'software update' menu the is no submenu for 'To full ENG mode'

Any thoughts?

TimeOut · Oct 19, 2012

xAcura said:
for Timeout:

i tried following your instructions:

-Go to ENG menu (by pressing these buttons simultaneously: Disc/AUX, Navi/Menu, Back and the Volume Knob on the DVD player).

-Go to the "Software Update" submenu and selet "To full ENG full mode". When you select it, it prompts for a key code.

-If you have the old head unit with old NAV maps (2009 and 2010), first try entering ##0324#0704## as key code.

-If you have a newer head unit (2011 or later) or upgraded the NAV maps, enter 0324 as key code. Once you enter the code, on the left hand side there will be few more menu items that make up the full engineering mode.

BUT under the 'software update' menu the is no submenu for 'To full ENG mode'

Any thoughts?

You probably have the old DIS software. Try this:

- Press the INFO/PHONE button twice to enter the Phone Menu.
- Select Phone Book --> New Entry
- Select the symbol "1@" in the speller and then, "OK"
- Enter "##0324#0704##" and then "OK"

Now you should be in the Full Eng Mode menu.

Crusty Old Shellback · Oct 22, 2012

h8pvmnt,
They are correct, the TSB-12-BE-012 will not work on the 2012 cars.

You need TSB-12-BE-012-1 dated July 2012. The updated one.

notice the -1 at the end. So far I've had no issues with my system since it was installed.

kellyfiveo · Oct 23, 2012

Hi everyone. I have been to and spoke to the service director at Quality Hyundai in Branford CT and they of course could not replicate the no audio or lack of settings holding sooooo Hyundai America will not approve the new head unit that everyone is talking about. It runs $4000. There is no software update for the 2012 Genesis yet so it appears I am in a holding pattern. I am so disappointed with their supposed great sound system.

Vince2 · Oct 23, 2012

Kelly you are not alone...so well just see about the next car. Hyundai can't build a loyal customer base by this type of response.

TimeOut · Oct 23, 2012

kellyfiveo said:
Hi everyone. I have been to and spoke to the service director at Quality Hyundai in Branford CT and they of course could not replicate the no audio or lack of settings holding sooooo Hyundai America will not approve the new head unit that everyone is talking about. It runs $4000. There is no software update for the 2012 Genesis yet so it appears I am in a holding pattern. I am so disappointed with their supposed great sound system.

Mapnsoft website has the Map updates for sale for just $99 + dealer labor till end of this year.

Why do I mention this? Because the new version 5 of the NAV maps for the DIS (code 6D01) includes the Genesis 2012 and it comes with 3 extra firmware update discs that have to be applied to your car before updating the maps database. I presume that these 3 firmware update discs would at least update your Head Unit and Amp to the same software version mentioned in the TSB 12-BE-012-1.

Since your dealer is not willing to apply TSB 12-BE-012-1 on your 2012, try at least to negotiate the labor cost of applying this new NAV update to your car.

Crusty Old Shellback · Oct 23, 2012

kellyfiveo said:
Hi everyone. I have been to and spoke to the service director at Quality Hyundai in Branford CT and they of course could not replicate the no audio or lack of settings holding sooooo Hyundai America will not approve the new head unit that everyone is talking about. It runs $4000. There is no software update for the 2012 Genesis yet so it appears I am in a holding pattern. I am so disappointed with their supposed great sound system.

The lack of settings holding is an easy one. Set the surround sound on all settings, AM, FM, XM, CD. Then turn the car off and walk away and get a coffee or soda. return to the car and start it up again. Now check all of the surround sound settings you just set. They will not be set except for the last one you were on.

The new TSB will fix all of that IF you can get the clowns to install it. May be time to find another dealer.

Sorry for your pain. My new TSB has been in for a month now and no issues at all.

Vince2 · Nov 7, 2012

Well it occured again: NO AUDIO! (x3 for my 2012, x 10 for the 2010 I owned). I read in the Equus section that one owner had this occur while near a Hyundai Service Center and he droped in while the audio was dead. He reports that the service writer knew of the problem and the solve: remove the interior, driver's side, big, yellow fuse for a moment and then replace it. I did and this works. Add this to a list of quirks we have to live with.

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