2021-2022 Kia Head Unit Log Collection for Malfunctions

This Pitstop bulletin, PS677 Revision 2, issued on April 7, 2023, provides detailed instructions for technicians to collect log files from certain Kia head units. This procedure is crucial for diagnosing customer complaints about infotainment systems that are malfunctioning or not working as intended. When Kia America Techline requests log files, service technicians use this guide to extract data from the head units for analysis.

Symptoms

Owners may experience various issues with their vehicle's infotainment system, including the AVN 5.0/W or Display Audio 2.0/V head units. These symptoms generally involve the head unit malfunctioning or not operating as expected.

Diagnosis / Trigger Conditions

Log file collection is initiated when a customer reports a complaint about their head unit, and Kia America Techline requests these files for further analysis. The process involves duplicating the concern and then extracting diagnostic data directly from the head unit using a USB storage device.

Repair Procedure Summary

There are two primary procedures for collecting log files, depending on the specific head unit installed in the vehicle. Both methods require a USB storage device and involve entering a special 'Dealer Mode' on the head unit.

For AVN5.0 Wide Head Unit Log Collection

1. Insert a USB storage device into the vehicle's USB media port.
2. Reproduce the customer's concern or issue on the head unit.
3. Press and hold the 'RADIO' hard key on the head unit until the pop-up window "Making LogDump file." is displayed.
4. Once the "LogDump Success" message appears, select 'OK'.
5. To enter Dealer Mode, first ensure the radio is in FM mode. Then, adjust the 'Volume' to level '7', tap the 'General Settings' banner, adjust 'Volume' to level '3', tap the 'General Settings' banner again, adjust 'Volume' to level '1', and tap the 'General Settings' banner one last time.
6. Enter the password "2400" and select 'OK'.
7. Select 'Copy image to USB' from the Dealer Mode menu.
8. After the "USB copy is completed" message appears, select 'OK'.
9. Remove the USB storage device from the vehicle, insert it into a computer, and locate the log file, which will start with "log-".
10. Attach this log file to the specific Techline case, ensuring the date and time of the concern are noted.

For AVN5.0 and Display Audio 2.0 (DA2V) Head Unit Log Collection

1. Insert a USB storage device into the vehicle's USB media port.
2. Reproduce the customer's concern or issue on the head unit.
3. Press and hold the 'RADIO' hard key on the head unit for at least 10 seconds.
4. Press and hold the 'RADIO' hard key again until the pop-up window "Making LogDump file." is displayed.
5. After the "LogDump Success" message appears, select 'Close'.
6. To enter Dealer Mode, press and hold the 'SETUP' hard key to display 'General Settings'. Then, adjust the 'Volume' (A) to level '7' and press down on the 'Tune' knob (B). Repeat this for volume levels '3' and '1', ensuring the radio is in FM mode.
7. Enter the password "2400" and select 'OK'.
8. Select either 'Copy image to USB' or 'Copy all to usb' from the Dealer Mode menu.
9. After the "USB copy is complete" message is displayed, remove the USB storage device.
10. Insert the USB drive into a computer and locate the log files, which will end in ".tar".
11. Attach these log files to the specific Techline case, noting the date and time of the concern.

Important Warnings

• When submitting log files, always include the date and time the concern occurred in the Techline case.
• The log dump procedure requires the radio to be in FM mode for successful completion.
• A log dump will not complete if the head unit is in any other mode.
• For newer head units, the "Copy all to usb" option may appear. If it does not, refer to the specific instructions for "Log File Collection (Log Dump) for AVN5.0 and Display Audio 2.0 head units" on page 5 of the original bulletin.

Owner Action

If you own a 2021-2022 Kia and are experiencing issues with your AVN 5.0/W or Display Audio 2.0/V head unit, you should contact your authorized Kia dealer. They will be able to follow the procedures outlined in this bulletin to collect the necessary diagnostic log files if requested by Kia America Techline, helping to resolve your head unit malfunctions.

NHTSA ID: 10235104