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Discussion Starter #1
I am looking for advice. Before I took my car in for my 30k checkup/inspection Apple CarPlay would generally work pretty well. After the recall service, the Apply CarPlay icon will not always pop-up, i.e. be recognized that it is plugged in via USB. So I have a couple of questions someone in the forum might be knowledgeable about. There were; however, a couple if issues I had before the 30k checkup with Apple CarPlay that I want to list.
  • Not always recognized via USB.
Here are my questions:
  • How do I force my 2019 Ascent to recognize, i.e. force it, Apple CarPlay when it is not doing it automatically. (Yes, I have the option to be able to use Apple CarPlay when the phone is locked.)?
  • Now, after my recall work during my 30k checkup, everything is sluggish and when I listen to Apple Music the steering wheel buttons are no longer working correctly. When you press the "<" or ">" buttons on the steering wheel the song will always go back one or advance one song. When you long press the songs will either rewind, or fast forward. Now the buttons will rewind/fast forward with just short pressed and the music gets "stuck". Also, when pressing on the glass to pause the song while this "runaway rewind/fast forward" is happening when I press the glass, the pause is not responding. Anyone else having this problem?
*I have tested out the USB cable on my wife's 2019 Honda Pilot and the USB cord (an Apple manufactured cord) works great. Also, Apple CarPlay works just fine. Any help would be greatly appreciated. It obviously sounds like I need to go back to the dealer but I wanted to check this forum first.
 

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Have you tried holding down the Vol/Power button on the head unit until it reboots? If that doesn’t help you can check for updates while connected to WiFi. If you hadn’t already updated it yourself they may have updated it for you while at service. If something went wrong with installation it would probably just need reflashed.
Best of luck. Let us know if anything works.
 

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What's the software version of your head unit?
  • Settings->General->System Information
Also, don't plug in the phone until after the head unit has booted to the full interface.
 

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Discussion Starter #4
What's the software version of your head unit?
  • Settings->General->System Information
Also, don't plug in the phone until after the head unit has booted to the full interface.
My apologies for not getting back to you sooner Robert.Mauro. The whole COVID-19 thing is focusing my attentions in a million-different directions. So, do answer your question on my question...

S/W Version: Rel_UA.19.36.70
Navi Database Version: North America_2017.03_7006_28/12545/272294/18208

*It is so strange Robert.Mauro. I did take your suggestion and only plugged in the USB cable after boot-up. It is so strange. If my car was sitting over night and then I drive it for errands/work, etc. it weems to work. The Apple CarPlay app comes up and I can operate within that app just fine. Say I go to the grocery store and come back in the car after an errand, then the touch screen won't work very well. If i want to call someone, the touch won't work. Or if I want to play Apple Music, the touch screen for he song will not work. Or it is wickedly delayed. What often happens is that I use the advance track button on the steering wheel. For the short press it is supposed to advance the track. If I long press, or hold it down it will fast forward or fast rewind. Well, now when I short press it gets stuck in fast forward mode and I can't get it out of it.

When I just do the Bluetooth connection, of course the songs play through the "media" screen just fine. As far as I can tell it is not the touch screen as all of the inherent built in Starlink features work fine. There is something weird between whatever software version I have for the 2019 Ascent and the iPhone XS that I connect via the USB cable.

Here are the notes from the work that was performed on my receipt.

Checked software version of Harmon Kardon audio unit. Found the audio unit was not up to date.

Downloaded software update to USB drive. Installed latest update to Harmon Kardon High Audio Unit.

Software Version Installed: Rel_UA.19.36.70


So what they installed matches what the radio unit says it is. The question is that they did not seem to test it. They wouldn't see the issue if it was powered down for a while and then started it and borrowed someone's iPhone and tried it out.

Due to COVID-19 stay in place orders I scheduled a return service appointment for May. They seemed to indicate that the next step would be a new radio (car still under warranty). While that might be a solution, I feel it very drastic. What if there is a software bug on the Harmon Kardon Unit, or an inherent flaw/mistake that was carried from the last s/w version to the new one they installed. The other question I have is why did it work the day I took it in but when I brought it home after the 30k mile check-up/service did it not work. They said they didn't do anything. I do not believe that. Something happened. So while a new radio unit would fix things (most likely), why are they so gung-ho/nonchalant with putting in a new radio. I am and Engineer and it just bothers me that a true diagnosis was not done. It just seems too simple for the Tech. It seems like there are only two steps; is the radio's s/w up to date?, if not, upload the new s/w version, end check up. There is more to it and they are just letting a potential error go forward. They could say, "we have not seen this problem with other Ascents that have come in." My reply would be, how many of your customers here use CarPlay? I guarantee they don't ask that question. So they do not have a fair sample size to make that judgement call / decision.\

*I did test this in my wife's Honda Pilot and it works just fine. I also use an Apple iPhone USB/lighting cord. I switched out cords and tested both vehicles. I am getting the consistent result that it still doesn't work in the Ascent.

Any advice you might be able to offer before I just get the radio replaced? (Thanks for your time. Robert.Mauro!)
 

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@Rolfsteri8 is your phone itself laggy/ unresponsive when it’s plugged into your Ascent? Just thinking that could narrow it down to a firmware issue on your phone vice the head unit. I’m guessing the phone is fine so you’ll likely need the dealer intervention to fix it. Keep us posted!
 

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Discussion Starter #7
@xydadx3 - It is so weird. When my car has sat overnight and I do the USB plug in, it will usually work great. It is only after I have done that initial power on that things go down hill. To answer your question, the system Harmon Kardon does lag in some regards; however, options are just not doing what they are supposed to be doing. After that initial power on, the advance track buttons no longer (on a short push) will not longer advance a track. It fast forwards or rewinds and gets "stuck". I then have to go to my phone to try and control things. Also on thing to note is that after that initial power on, sometimes, after plugging in the USB cable the phone is not even recognized at all. Of course the phone always indicates that it is charging (at a minimum).

Question: I have never been a fan of turning on automatic updates since there is the chance you can interrupt the download simply due to the fact that your traveling may not be that long of a duration. When I turn it on I just get more (paraphrasing here), "download interrupted", or there is a software update, do you want to download?" I was advised at my second appointment where I could ask questions not to turn on the auto update feature and they will take care of it at your service increments. Isn't that ironic given my situation now. So to combat this, where do I (a) go to get the latest s/w downloads for my radio (I am familiar with the Navi updates as I down load those on a USB drive)? (b) Do I need a USB drive once I download it?

*I have plenty of time before my May appointment (pushed out due to COVID-19 outbreak) so please keep bringing on the suggestions as I have time to work them.

Also than you very much for taking the time to look at my questions/issues!!!!!
 

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@Rolfsteri8 if you have navigation I'm not familiar with it but I believe theres a usb update option. Mine doesn't have navigation but I've managed to do a software update to the head unit sitting in my driveway in wifi range. I keep automatic updates on the head unit turned off to minimize annoying messages.
I also don't have automatic updates on my phone turned on, but I do keep it up to date and haven't had any issues with CarPlay in a long time. Current setup is an iPhone 11pro, this cable, and current updates on my phone and head unit.
Which phone model do you have and which iOS version? After ensuring everything is updated and other variables eliminated then it may be the usb hub as @Robert.Mauro mentioned.
 

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I had very similar issues with CarPlay in our 2019 Premier since we took possession of the car in Jan/2019. I went through all the possible steps with the dealership, updates on car software, resets, replace phone, cable, replace the whole head unit and nothing solved the issue.
Until I suggested replacing the USB hub, which was done last January. After that car play as been working flawlessly. Not a single disconnection or bump.
 

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Question: I have never been a fan of turning on automatic updates since there is the chance you can interrupt the download simply due to the fact that your traveling may not be that long of a duration. When I turn it on I just get more (paraphrasing here), "download interrupted", or there is a software update, do you want to download?" I was advised at my second appointment where I could ask questions not to turn on the auto update feature and they will take care of it at your service increments.
Automatic updates only happen when the vehicle is authenticated to a WiFi 2.4ghz network, such as at your home. They do not update "over the air" using cellular. So you'll have no interruption while you are traveling with updates.
 

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Discussion Starter #12
I have an iPhone XS with an apple Lighting USB cable (I learned that a lot of knock off cables do not work.)

Can one download a s/w update for the head unit online to a USB flash drive? The techs do it, I just don’t know where it resides. I will google it to find out I suppose.
 
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