Application Malfunction (with App error codes)

Cellular, Entertainment, and Navigation | Diagnostic Information and Procedures | Document ID: 5751476 Diagnostic Instructions Perform the Diagnostic System Check - Vehicle prior to using this diagnostic procedure. Review Strategy Based Diagnosis for an overview of the diagnostic approach. Diagnostic Procedure Instructions provide an overview of each diagnostic category. Circuit/System Description The term application refers to any piece of software that works on a system (hardware) that is being operated by its own software. Applications are typically small software programs which uses the hardware to perform a specific task, as opposed to operating the entire system. Diagnostic Aids For an application to be used, it must be installed on both the vehicle infotainment system and a compatible mobile device. The application must work correctly on the device to work with the vehicle infotainment system. The user may be required to log-in to the application on the mobile device before using the application from the vehicle controls. Applications use the mobile device and connection to a service provider to operate. Connection quality issues, or service provider data transmission issues can give the appearance of a vehicle malfunction. The device must be connected to the system. This may be done wirelessly via Bluetooth ®, or via the vehicle USB port. When a mobile device is connected via Bluetooth®, some or all of the device controls may be unavailable from the radio controls. This varies dependent upon the device being used. Refer to the vehicle owner manual, supplements, and the device manufacturer’s information for information on devices, control, and operation. Refer to the device manufacturer’s information for the preferred connection method. The device must be unlocked, and any additional applications should be closed. If the device has any sound enhancement features such as noise reduction or echo control, these features should be turned off. A low battery condition in the mobile device may not allow the device to connect to the system, or can create communication issues with the device. Verify the device battery state of charge and re-charge or replace as needed. If a ‘Please See Device’, ‘Connection Failure’ or similar type error message is displayed, this may indicate the device has lost its connection to the vehicle, or the device has lost its external data connection. Force close the application on the device and reopen application. If a cable is used for connection, attempt to connect the device using a different cable; cables can deteriorate over time or become damaged. When error code CLI000 appears on the radio display some interpret it as CL1000. This diagnostic aid was added so this document can be searched by either keyword. Reference Information Schematic Reference Radio/Navigation System Schematics Connector End View Reference Master Electrical Component List Description and Operation Radio/Audio System Description and Operation Electrical Information Reference Circuit Testing Connector Repairs Testing for Intermittent Conditions and Poor Connections Wiring Repairs Scan Tool Reference Control Module References for scan tool information Circuit/System Verification

Verify the application is installed on the mobile device and is up to date. ⇒ If the application is not installed or is not up to date. Install or update the application on the device. ⇓ If the application is installed on the mobile device and is up to date
Verify the application operates correctly on the mobile device. ⇒ If the application is not operating correctly on the mobile device. Refer to the application web site. ⇓ If the application is operating correctly on the mobile device.
Verify the A11 Radio calibrations are current. ⇒ If the calibrations are not current Reprogram the A11 Radio and re-evaluate the concern. ⇓ If no update calibrations are available
Verify the application is installed on the A11 Radio and is up to date. ⇒ If the application is not installed or is not up to date. Install or update the application and re-evaluate the concern. ⇓ If the application is installed and is up to date
Ignition On/Vehicle in Service Mode. Infotainment system ON.
Verify the mobile device can connect to the infotainment system. Refer to the owner manual for information on the preferred connection method for the device. ⇒ If the mobile device cannot connect to the vehicle infotainment system. If unable to connect via Bluetooth, refer to Bluetooth Malfunction. If unable to connect via USB, refer to Auxiliary Audio Input Malfunction. ⇓ If the mobile device connects to the vehicle infotainment system.
Launch the application.
Verify the application operates properly with the vehicle infotainment system. ⇒ If the application does not function properly Refer to diagnostic aids. ⇓ If the application functions properly
All OK. Application Error Codes

Error Message on Radio Information Display	Description	Action
CLI000 CLI001	Back office is having issues for the API being invoked	Back office needs to be engaged. Contact Technical Assistance Center for further information.
CLI003	Task was cancelled for some reason other than a connection issue	Contact Technical Assistance Center for further information.
401	Issue with an app or user profile authentication with back office. Possible causes- server down, connectivity time out, inactive user profile or expired OnStar password.	For OnStar account issues instruct customer to contact OnStar to reactivate their account or they can reset their password through the OnStar website. If issue persists or for all other issues contact Technical Assistance Center for further information.
408	App download timeout	Contact Technical Assistance Center for further information.

Repair Instructions Perform the Diagnostic Repair Verification after completing the repair.