My Silverado hasn't communicated with MyChevrolet app in 18 days. I've restarted app, signed out and in, and also uninstalled and reinstalled the app. The old information comes back again.
Thank you for bringing these difficulties with your app not communicating the current vehicle status information of your 2023 Chevrolet Silverado to our attention, Kevin. We recognize how important this information is to your experience and would like to learn more about this concern to best assess how we may be able to assist with resolving this trouble. Is the Vehicle Status information the only area of the app that you're experiencing concern in? Additionally, we'd like to ask whether the LED light next to the OnStar module in your vehicle is illuminated green when the vehicle is running? These details will give us a better understanding of where any errors are originating? Once you've had a chance to verify this information, our team kindly asks that you send it to us here so that we may continue troubleshooting this together. We hope to hear from you again very soon.
I have verified that the green OnStar light is on while the vehicle is running. I believe the updating of vehicle status is the only area of the app not working. There have been many occasions of the vehicle not starting from the app but that issue isn't constant.
We appreciate you getting back to us so promptly with this additional information, Kevin. Our team is glad to hear that your OnStar hardware appears to be functioning properly. As a next step, we'd like to run through one more troubleshooting step before consulting with our internal technical team for additional insight. When you have a moment, we kindly ask that you complete a Power Cycle on your vehicle to see whether this allows your Vehicle Status information to update. Our team has attached the instructions for this process below. Once completed, please let us know whether this trouble persists so that we can move forward with additional support. Our team will be on the lookout for your response.
Detailed Power Cycle Process Steps:
Note: If vehicle is not currently running (engine on, ignition on), the customer will need to start the vehicle and run for at least 15 seconds (30 max).
Note: Only to be used, when safe for the customer to do so.
Enter the vehicle and turn ignition on
Move vehicle to an open, uncovered area, if not already
Vehicle should run for at least 15-20 seconds
Shut off vehicle
Remove Key from ignition or Press start/stop button
Open the driver’s door
Only if Safe to do so, customer to exit vehicle
Key FOB must also exit vehicle
Close Driver's door
All other doors, hatch, liftgate should also be closed
Lock vehicle doors using Key FOB
Key FOB must be outside of vehicle
Critical Step: Wait at least 15 seconds (Max 30)
This allows time for the OnStar unit and other electrical systems to turn off
At a minimum, the OnStar unit needs to turn off
Re-Enter the vehicle and turn ignition on
Move vehicle to an open, uncovered area, if not already
I have followed the above steps several times with no change. The first time I did it the OnStar light stayed on for several minutes. My vehicle received an over the air update yesterday which I allowed to run. Now when I do the power cycle process the OnStar light goes off in a few seconds but after performing the test still no change in app communication.
Thank you for continuing to keep us informed on the results of your troubleshooting attempts, Kevin. Our team regrets to hear that these concerns are still impacting your OnStar experience. At this time, we would like to escalate these concerns for further assistance and resolution with our best equipped internal technical team. To do so, we kindly ask that you send us a private message with some additional details to ensure that they're best prepared to continue supporting you through this process. Our team has listed the requested information below and hopes to hear from you again soon. To send us a message, you only need to select the envelope icon at the top right of your screen to begin. When crafting your message, please be sure to enter Advisor_Jack to get connected directly to me.
OnStar Account Number:
Preferred Phone number:
Preferred callback time:
Preferred method of contact (email/phone):
Device brand/model:
Device operating system:
Device service provider:
App Version:
By sending us a message, you consent to the information you provide being monitored and recorded by GM or those acting on GM’s behalf, subject to the GM Privacy Statement: https://www.gm.com/privacy-statement
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I've restarted app, signed out and in, and also uninstalled and reinstalled the app. The old information comes back again. ","body@stringLength":"201","rawBody":"
My Silverado hasn't communicated with MyChevrolet app in 18 days. I've restarted app, signed out and in, and also uninstalled and reinstalled the app. The old information comes back again.
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I have verified that the green OnStar light is on while the vehicle is running. I believe the updating of vehicle status is the only area of the app not working. There have been many occasions of the vehicle not starting from the app but that issue isn't constant.
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I have verified that the green OnStar light is on while the vehicle is running. I believe the updating of vehicle status is the only area of the app not working. There have been many occasions of the vehicle not starting from the app but that issue isn't constant.
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Thank you for bringing these difficulties with your app not communicating the current vehicle status information of your 2023 Chevrolet Silverado to our attention, Kevin. We recognize how important this information is to your experience and would like to learn more about this concern to best assess how we may be able to assist with resolving this trouble. Is the Vehicle Status information the only area of the app that you're experiencing concern in? Additionally, we'd like to ask whether the LED light next to the OnStar module in your vehicle is illuminated green when the vehicle is running? These details will give us a better understanding of where any errors are originating? Once you've had a chance to verify this information, our team kindly asks that you send it to us here so that we may continue troubleshooting this together. We hope to hear from you again very soon.
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Thank you for bringing these difficulties with your app not communicating the current vehicle status information of your 2023 Chevrolet Silverado to our attention, Kevin. We recognize how important this information is to your experience and would like to learn more about this concern to best assess how we may be able to assist with resolving this trouble. Is the Vehicle Status information the only area of the app that you're experiencing concern in? Additionally, we'd like to ask whether the LED light next to the OnStar module in your vehicle is illuminated green when the vehicle is running? These details will give us a better understanding of where any errors are originating? Once you've had a chance to verify this information, our team kindly asks that you send it to us here so that we may continue troubleshooting this together. We hope to hear from you again very soon.
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app","moderationData":{"__ref":"ModerationData:moderation_data:8205"},"body":"
We appreciate you getting back to us so promptly with this additional information, Kevin. Our team is glad to hear that your OnStar hardware appears to be functioning properly. As a next step, we'd like to run through one more troubleshooting step before consulting with our internal technical team for additional insight. When you have a moment, we kindly ask that you complete a Power Cycle on your vehicle to see whether this allows your Vehicle Status information to update. Our team has attached the instructions for this process below. Once completed, please let us know whether this trouble persists so that we can move forward with additional support. Our team will be on the lookout for your response.
\n
\n
Detailed Power Cycle Process Steps:
\n
Note: If vehicle is not currently running (engine on, ignition on), the customer will need to start the vehicle and run for at least 15 seconds (30 max).
\n
Note: Only to be used, when safe for the customer to do so.
\n\n
Enter the vehicle and turn ignition on\n \n
Move vehicle to an open, uncovered area, if not already
\n
Vehicle should run for at least 15-20 seconds
\n
\n
Shut off vehicle
\n
Remove Key from ignition or Press start/stop button
\n
Open the driver’s door
\n
Only if Safe to do so, customer to exit vehicle\n \n
Key FOB must also exit vehicle
\n
\n
Close Driver's door\n \n
All other doors, hatch, liftgate should also be closed
\n
\n
Lock vehicle doors using Key FOB\n \n
Key FOB must be outside of vehicle
\n
\n
Critical Step: Wait at least 15 seconds (Max 30)\n \n
This allows time for the OnStar unit and other electrical systems to turn off
\n
At a minimum, the OnStar unit needs to turn off
\n
\n
Re-Enter the vehicle and turn ignition on\n \n
Move vehicle to an open, uncovered area, if not already
\n
\n
Vehicle should run for at least 15 seconds
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Retest
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I have followed the above steps several times with no change. The first time I did it the OnStar light stayed on for several minutes. My vehicle received an over the air update yesterday which I allowed to run. Now when I do the power cycle process the OnStar light goes off in a few seconds but after performing the test still no change in app communication.
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Thank you for continuing to keep us informed on the results of your troubleshooting attempts, Kevin. Our team regrets to hear that these concerns are still impacting your OnStar experience. At this time, we would like to escalate these concerns for further assistance and resolution with our best equipped internal technical team. To do so, we kindly ask that you send us a private message with some additional details to ensure that they're best prepared to continue supporting you through this process. Our team has listed the requested information below and hopes to hear from you again soon. To send us a message, you only need to select the envelope icon at the top right of your screen to begin. When crafting your message, please be sure to enter Advisor_Jack to get connected directly to me.
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By sending us a message, you consent to the information you provide being monitored and recorded by GM or those acting on GM’s behalf, subject to the GM Privacy Statement: https://www.gm.com/privacy-statement
