I have a 2020 silverado 1500 and recently discovered that my truck has failed to update the app since July 2023. It will not call onstar (although they are charging me) and will not update. The app will not unlock, start or anything. There are no bars on the infotainment for cell service. Lastly it no longer reports its location to the app as well, and just keeps flashing "location services on" on the infotainment screen. Like it's in airplane mode... dealership looks at me like I am crazy! So tired of technology!! Any info would be much appreciated....

 

What you may need to do is to call OnStar on your cellphone or landline and have them open a trouble ticket. After a few phone calls from them to you it will get escalated to one of their "high powered" Level 3 technical support teams that will actually work on the problem fairly quickly.

However, read my entire response before you do anything.

Unfortunately, GM is "separating" the over the air updates and problems associated with them away from the dealership service departments and over to OnStar's tech support. I went through this about 3 months ago when my system would not install over the air updates. Service Advisor at the dealership I was using told me "Sorry, unless something mechanical or electrical is broken, we cannot help you..." even though the display in my 2022 Silverado said to go to a dealership service department for assistance. I even got the Service Manager involved and she spent an hour with me inside the truck witnessing what I was experiencing and talking to various departments at OnStar. It came down to let OnStar handle the problem and if they say to take it to a dealership service department, have OnStar call to arrange the service appointment.

That was on a Monday. By Friday, OnStar tech support determined that the problem was the battery did not have a sufficient state of charge. They recommended I drive the truck on the interstate for 30 - 60 minutes with the lights manually turned off, no AC, and no radio. Instead, I put a battery charger on the battery for 6 hours, and I'll be a monkey's uncle, it worked! No need for the dealership's service department.

Also, when I went in to the updates menu under Settings, the menu entry that said "Check for Updates" text was greyed out. After charging the battery for 6 hours, the "Check for Updates" text was no longer greyed out and when I touched it with my finger, it connected to OnStar's mother ship. According to the OnStar tech team I was dealing with a greyed out "Check for Updates" text is indicative of a battery that is not fully charged. Apparently, a 60 - 70% full State of Charge is not enough. It needs to be as close to 100% as you can get it. Remember these vehicles have a smart battery charging system so the PCM/BCM knows what the battery's state of charge is.

So, my suggestion to you is to first get hold of a battery charger that will work on AGM batteries, and charge the battery for at least 4 to 8 hours at a 10 amp rate, uninstall the MyChevrolet app and then reinstall it, and then see if your truck will connect with OnStar and let the update(s) install. If the update(s) does not install then call OnStar and open a trouble ticket.

Good Luck!

 

Thank you for your advice. I am having a different issue than you explained and have called in the past and told to open my door etc. Although no solution...

However with your advice, I pushed and pushed "Onstar" finally got them to try and locate my truck and run diagnostic on it. Oh my, go figure, they could NOT ping or reach my truck or communicate with it. They then said my Onstar module is not responding and made an appointment with the dealership and explained to them what they need to do. Only time will tell, I will update this thread after I get it looked at.

Additionally they were then able to see the last time my tuck was communicated with "4 Jul" and are giving me a refund of my fees paid to Onstar. So bottom line once you get through all the checklist you can finally get to someone who can help you troubleshoot.

Dave

 

I went through the steps you detailed - shut off the engine, open the door for 2 or 3 minutes, etc. However, if I recall correctly, they did see my truck. So I do understand what you are going through. Glad to hear that they are going to credit you! Hope the dealership is a little more responsive towards you.

Just for kicks, go into settings in your "infotainment center" (or should I call it infuriating center), select updates and see if "Check for Updates" text is white like the line above it, or if it is greyed out. If it is greyed out, just for kicks, toss a battery charger on your battery for 3 or 4 hours at a 10 amp or so charging rate and then check to see if the "Check for Updates" text is now white or greyed out and let me know.

Yesterday, I had to charge my battery in order to get the "Check for Updates" to reappear as white text and get the current update installed.

Good Luck!

 

Copy that did exactly what you asked and "Updates" is not shadowed unless I am in drive. However when I hit the button I get the following. (See pic)

Failed network connection, the only way to get it to run an update is to either Hot Spot my phone or connect to my house Wi-Fi.


Additionally I would ask you what do you see on your screen here (see pic)

Those 5 little empty squares in between the battery and the little arrow? My understanding is that this is the reception or cell cervice bars of the vehicle.


Anyway I will post again next week after the dealership gets a crack at it.

Dave

 

OK, thanks for humoring me. Dealership time.

As far as the icons, those a completely different that the ones I see on my infotainment center display. I suggest you check your owners manual.

What I see is Pat (my name) and a Battery Icon with a rough indication of the charge in my cell phone and then the Temperature and Time numbers. Also mine are at the top of the screen.

Good Luck!