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Discussion Starter · #1 · (Edited)
In an effort to help us and perhaps Infiniti understand the InTouch lockup issue, I’ve put together some standard questions to gather data about the failure. If everyone could quote the questions below, and do their best to answer, we may be able to help isolate the problem. If you aren’t sure about an answer, it’s better to leave it blank.

If anyone has suggestions to add to the template (I don’t have a Q50 yet!) please PM me.

Here is a link to the original lockup thread started by Q50Aggie where discussion is ongoing.

Car Model (e.g. Q50 Hybrid Sport Nav Tech):

InTouch Software Version - Settings->App Garage-> App Garage Settings->System Information (e.g. 2.3.7.0473):

Date and Time of Lockup:

Approximately how long had the car been on:

For each screen, what was being displayed at time of failure:
Upper
(e.g. Map):
Lower (e.g. Radio Station Presets):

Which of the following were active at time of failure:
  • Stereo (If Yes, What Source?):
  • Nav:
  • Bluetooth Phone:
  • Bluetooth Streaming:
  • USB Phone:
Approximate outdoor temperature:

Update applied by Dealer or At Port:

How many lockups have you experienced:

Have you experienced a lockup since doing a reset (hold volume button 15 seconds):

What did you do to resolve the issue:

If you are comfortable entering Diagnostics Mode, what error messages are listed in Error History that corresponds to the time of the lockup:

Additional Information:

 

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Discussion Starter · #2 · (Edited)
SAMPLE DATA - not an actual failure

Car Model (e.g. Q50 Hybrid Sport Nav Tech):
Q50 Hybrid Sport Nav Tech

InTouch Software Version - Settings->App Garage-> App Garage Settings->System Information (e.g. 2.3.7.0473):
2.3.7.0473

Approximately how long had the car been on?
30 minutes

For each screen, what was being displayed at time of failure:
Upper
(e.g. Map):
Map
Lower (e.g. Radio Station Presets):
Settings

Which of the following were active at time of failure:
  • Stereo (If Yes, What Source?): Yes - Sirius
  • Nav: No
  • Bluetooth Phone: Yes
  • Bluetooth Streaming: No
  • USB Phone: No
Approximate outdoor temperature: 88F

Update applied by Dealer or At Port: Dealer

How many lockups have you experienced:
0
 

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greenhut

Thanks for setting this up

I have a background in medical devices and for device failures we like to also collect:

Time and Date of the event, location (city, state, country)

First time event was observed or not

Contact info

Did the event happen to you or are you an observer (driver/owner/passenger would apply here)

Did the event resolve on its own

Any additional information you are able to provide.
 

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Car Model RWD Premium

InTouch Software Version - 2.3.7.0473

Date and Time of Lockup: ~ Aug 10, 2013, 3 pm CDT

Approximately how long had the car been on: About an hour

For each screen, what was being displayed at time of failure:
Upper
(e.g. Map): Navigation
Lower (e.g. Radio Station Presets): Bluetooth audio

Which of the following were active at time of failure:
  • Stereo (If Yes, What Source?):Bluetooth audio
  • Nav: yes, giving directions
  • Bluetooth Phone: iPhone 5
  • Bluetooth Streaming: yes it was on audio music
  • USB Phone: not connected

Approximate outdoor temperature: ~95 degrees

Update applied by Dealer or At Port: at dealer

How many lockups have you experienced: 2 so far

What did you do to resolve the issue: shut of car and restarted

Additional Information:
also had all safety systems on, as well as active cruise control was being used

I have not suffered another lockup since i did the volume knob reset
 

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Car Model Q50S AWD - Tech, Nav, Touring, Spare

InTouch Software Version - 2.3.7.0473

Date and Time of Lockup: 08/09/2013 10:45 AM EDT

Approximately how long had the car been on: 25 Minutes

For each screen, what was being displayed at time of failure:
Upper (e.g. Map): Navigation
Lower (e.g. Radio Station Presets): USB Audio

Which of the following were active at time of failure:
Stereo (If Yes, What Source?):
USB Audio
Nav: No
Bluetooth Phone: iPhone 5
Bluetooth Streaming: Nothing Streaming
USB Phone: not connected

Approximate outdoor temperature: ~80 degrees

Update applied by Dealer or At Port: At Dealer

How many lockups have you experienced: 1

What did you do to resolve the issue: Shut off car and restarted

Additional Information: All driving aids were on and drive mode set to personal

I have not suffered another lockup since my last incident.
 

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Car Model: Hybrid Sport RWD

InTouch Software Version - 2.3.7.0473

Date and Time of Lockup: 8/9/2013 ~ 3:30 pm CDT

Approximately how long had the car been on: About 15 minutes

For each screen, what was being displayed at time of failure:
Upper (e.g. Map): Navigation
Lower (e.g. Radio Station Presets): Fuel economy

Which of the following were active at time of failure:
Stereo (If Yes, What Source?):FM Radio
Nav: yes, giving directions
Bluetooth Phone: Galaxy S3
Bluetooth Streaming: no streaming
USB Phone: connected to charge phone battery

Approximate outdoor temperature: ~98 degrees

Update applied by Dealer or At Port: at dealer

How many lockups have you experienced: 1

What did you do to resolve the issue: shut of car and restarted. It only corrected itself after car was off for 35 minutes. System was frozen for over 3 hours

Additional Information: also had all safety systems on, not using active cruise control at that time. Navigation was recently rerouted due to accident and had to change route.

I have not suffered another lockup since i did the volume knob reset
 

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Car Model: Q50 Hybrid Sport AWD Nav

InTouch Software Version: 2.3.7.0473

Date and Time of Lockup: 8/12/2013 8:30 PM EDT

Approximately how long had the car been on: 20 Minutes

For each screen, what was being displayed at time of failure:
Upper (e.g. Map): Map
Lower (e.g. Radio Station Presets): Home Screen

Which of the following were active at time of failure:
Stereo (If Yes, What Source?): Bluetooth Audio
Nav:Just displaying the map
Bluetooth Phone: iPhone 5
Bluetooth Streaming: Yes, audio
USB Phone: none

Approximate outdoor temperature: 71 F

Update applied by Dealer or At Port: Dealer

How many lockups have you experienced: 1

Have you experienced a lockup since doing a reset (hold volume button 15 seconds): No

What did you do to resolve the issue: Hold volume button for 15 seconds, nav did not come up properly (see below)

Additional Information:

The car was stopped and parked in a driveway at the time of the lockup.

After the system locked up and I reset by holding the volume button the map screen came back showing a map of my current location. I could not zoom or scroll the map and any navigation screen inputs would not work producing an error that the navigation SD card was missing. Pressing the traffic information button said that a SXM traffic subscription was required. Viewing the Map Info screen all versions and other information were shown as XXXXXXXXXXX or XXX.XXXX.XXXX.

All other functions of InTouch seemed to be working correctly, fuel economy, energy usage, bluetooth audio, climate etc. I powered the entire car off and back on again immediately and everything was still functioning as it had been with no Navigation functionality and the SD card errors.

I powered the car off and left it for about 20 minutes. Upon returning everything was again functioning as it should be including the Nav system.
 

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Car Model: Hybrid Sport RWD

InTouch Software Version - 2.3.7.0473

Date and Time of Lockup: 8/14/2013 ~ 4:30 pm PST

Approximately how long had the car been on: About 45 minutes

For each screen, what was being displayed at time of failure:
Upper (e.g. Map): Navigation
Lower (e.g. Radio Station Presets): Fuel economy

Which of the following were active at time of failure:
Stereo (If Yes, What Source?):FM Radio
Nav: No
Bluetooth Phone: HTC One S
Bluetooth Streaming: no streaming
USB Phone: No

Approximate outdoor temperature: ~70 degrees

Update applied by Dealer or At Port: at dealer

How many lockups have you experienced: 12

What did you do to resolve the issue: shut of car and restarted. It only corrected itself on multiple occasions.

Additional Information: See below.


I was driving in a parking lot very slowly, someone was backing out, I stopped and saw that the person driving was an old lady so I decided to give her some more room, I put in reverse and backed up a little then put it back in drive. She parked and I noticed that my Nav screen was black but still showing the reverse parking line guides, yes I was in drive moving forward. I tried everything and nothing fixed it until I parked and turned the car off.

I did not "reboot" the system
 

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Car Model (e.g. Q50 Hybrid Sport Nav Tech): Q50 Premium w/ Nav, Touring, and Tech

InTouch Software Version - Settings->App Garage-> App Garage Settings->System Information (e.g. 2.3.7.0473): 2.3.7.0473

Date and Time of Lockup: 8/14/2013

Approximately how long had the car been on: just a few minutes

For each screen, what was being displayed at time of failure:
Upper (e.g. Map): Map
Lower (e.g. Radio Station Presets): BTA

Which of the following were active at time of failure:
Stereo (If Yes, What Source?): Bluetooth Audio
Nav: route programmed
Bluetooth Phone: connected
Bluetooth Streaming: yes
USB Phone: none

Approximate outdoor temperature: 100

Update applied by Dealer or At Port: Dealer

How many lockups have you experienced: 2

Have you experienced a lockup since doing a reset (hold volume button 15 seconds): no

What did you do to resolve the issue: first time restarted the car, second time did reset while driving

Additional Information:
I have experienced 2 potential lockup situations, they were very annoying, but it wasn't completely dead.

First, I believe somebody was driving by when I quickly started my car and put it in reverse. It alerted me with the beeping, but kept doing it. I put it in drive and proceeded to drive off and it kept beeping. I was still in the parking lot so I stopped, shut it off, and restarted just fine. This may actually be outside of the InTouch system, I think the camera display switched off, but don't remember.

Second, I was on my way home, and had the route active in Nav. I had bluetooth audio streaming from my iPhone. I tried calling my wife but the call audio didn't go through (I believe it did successfully pause my music, that may have been an iPhone function though). I switched to handset and it worked, then back to car and still nothing. InTouch seemed to be hung up even though it was still passing through music. I couldn't change volume or anythingh. I held down the power/volume buttom to reset, and it seemed to come back up fine.
 

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Car Model: Hybrid Sport RWD

InTouch Software Version - 2.3.7.0473

Date and Time of Lockup: 8/16/2013 ~ 2:30 pm PST

Approximately how long had the car been on: About 45 minutes

For each screen, what was being displayed at time of failure:
Upper (e.g. Map): Navigation
Lower (e.g. Radio Station Presets): Radio

Which of the following were active at time of failure:
Stereo (If Yes, What Source?):FM Radio
Nav: No
Bluetooth Phone: HTC One S
Bluetooth Streaming: no streaming
USB Phone: No

Approximate outdoor temperature: ~70 degrees

Update applied by Dealer or At Port: at dealer

How many lockups have you experienced: 13

What did you do to resolve the issue: reboot

Additional Information: See below.

Tried adding a person to my "favorites" to call someone. The system froze, both screens. I waited to see if it would catch up and but it didn't. I ended up rebooting after waiting 10 minutes.
 

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Car Model: Hybrid Sport RWD

InTouch Software Version - 2.3.7.0473

Date and Time of Lockup: 8/17/2013 ~ 12:30 pm PST

Approximately how long had the car been on: About 30 minutes

For each screen, what was being displayed at time of failure:
Upper (e.g. Map): nothing
Lower (e.g. Radio Station Presets): Radio

Which of the following were active at time of failure:
Stereo (If Yes, What Source?):FM Radio
Nav: No
Bluetooth Phone: HTC One S
Bluetooth Streaming: no streaming
USB Phone: No

Approximate outdoor temperature: ~70 degrees

Update applied by Dealer or At Port: at dealer

How many lockups have you experienced: 14

What did you do to resolve the issue: reboot

Additional Information: See below.

This one is interesting. It wasn't Intouch that locked up but Nav. I started the car put it in reverse back out put in drive. The radio came on and I was driving normally and then I noticed my nav screen was black. Nothing but the radio was playing and it was frozen. I had to reboot it and it booted up fine and worked after that.
 

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Car Model: Premium RWD with Nav, Deluxe Touring and Technology

InTouch Software Version - 2.3.7.0473

Date and Time of Lockup: 8/16/2013 ~ 12:47pm CDT

Approximately how long had the car been on: About 30 minutes

For each screen, what was being displayed at time of failure:
Upper (e.g. Map): Navigation
Lower (e.g. Radio Station Presets): Sirius Radio

Which of the following were active at time of failure:
Stereo (If Yes, What Source?):Sirius
Nav: Yes
Bluetooth Phone: iPhone 5
Bluetooth Streaming: No
USB Phone: Yes (although doesn't seem to connect automatically when plugged in)

Approximate outdoor temperature: 77 degrees

Update applied by Dealer or At Port: At dealer

How many lockups have you experienced: 1

What did you do to resolve the issue: Reboot by pushing music knob

Additional Information: See below.

I'm not sure when it froze because I had not changed the channel and didn't need the navigation so I didn't realize everything was frozen until I attempted to finally change stations on Sirius. Both screens were frozen so I rebooted and it worked fine after the quick reboot.

I have been experiencing issues with my iPhone not connecting while plugged in. I have to go into the settings on the InTouch and it displays my phone but not connected. But once I go to the screen it seems to wake it up and connect. Very annoying. I also have never had the phone call information or even ability to hang up visible on my monitor. I have to grab my phone and hang up that way. I haven't had much time in my car to do more phone tests but will try to do so this afternoon to see if it had been a fluke.
 

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JR69, I see you are now up to 14 issues. Have you gone to the dealership yet or at the very least contacted them with all these issues???? (Sorry if you posted that you have. I haven't been on here in a couple of days so no way to catch up on all the posts.)
 

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Instead of shutting off the car - just press and hold the round radio button - yes even while moving - and it will restart thre system. This button is a system reset button. You need to hold it down for a short while then the creens (top and bottom) will both go blank - it will then restart.
 

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JR69, I see you are now up to 14 issues. Have you gone to the dealership yet or at the very least contacted them with all these issues???? (Sorry if you posted that you have. I haven't been on here in a couple of days so no way to catch up on all the posts.)
Yeah, I will be taking it in next week and have them reload the software, so we'll see if that fixes it...at least to a point.
 
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