Blank Screens are back!

10080 Views 21 Replies 9 Participants Last post by moraggrassie, Mar 31, 2019

Waltk

Discussion Starter · Mar 9, 2019

So as I posted before, we took delivery of our I-pace in late December. Purchased in Honolulu and shipped to Maui. 2 days after arrival the center screens went black and would not come back on. A few days after that, the radio decided to play and could not be turned off. The car was boated back to Honolulu and after 2 weeks in Honolulu was returned to us (another boat ride) with screens now working. All good. So last week we decided to try the voice commands. No voice commands! It will not ding, talk to us or show any list of possible commands for the phone, nav or radio. So I contacted jaguar Honolulu again and guess what? - They want to take it for another boat ride! I declined as we figured we could live without the voice command and hopefully some day in the future there might actually be OTA updates and the thing might update on its own. So today, with 1109 miles on the car, the screens go dark again! The mobile app no longer connects to the car and yes, the only solution is yet another boat ride! This will be the second time the car is back in the shop for the screen issue. I informed them today that if it goes in a 3rd time (seems pretty likely at this point) I would be submitting it under the Hawaii Lemon law and looking for my money back. I find it astonishing that Jaguar could sell a car for $90,000 with as many electronic bugs as these cars obviously have. We have a 2015 Nissan Leaf that my wife has bounced off walls in parking structures with that operates absolutely flawlessly. This car has never been back to the dealer for any service or any kind. Perhaps naively, I expected as much from Jaguar. As much as we love this car (and we do) I can't express how embarrassing it is to have to tell people your 90k supercar had to be put back on a boat because the screens won't light up. i guess my biggest lesson in all this is to only buy cars on Maui that are actually SOLD on Maui. I guess that means another Leaf (at least they have a long range model now) or a MB if they ever actually build one. :crying:

See less See more

1 - 20 of 22 Posts

McRat

· #2 · Mar 9, 2019

A quick push of the button on a fully booted car is what does it. It's not like a microphone.
If you have an iPhone plugged in, holding the button down does the voice.

Waltk

Discussion Starter · #3 · Mar 10, 2019

Yes, I know how to work the voice control. The issue is there is no voice and no commands appear on the screen. The bigger issue is that now the car indicates 0 range with a full charge as well as no AC control, radio, cameras, etc and still the black screens. Jaguar Honolulu called yesterday and is working on solution hopefully without having to boat the car back. They are getting ready to ship the 2nd I-pace to Maui and are of course concerned the other islands will become a nightmare for them. I will update as we progress.

billfan

· #4 · Mar 11, 2019

Waltk said:
Yes, I know how to work the voice control. The issue is there is no voice and no commands appear on the screen. The bigger issue is that now the car indicates 0 range with a full charge as well as no AC control, radio, cameras, etc and still the black screens. Jaguar Honolulu called yesterday and is working on solution hopefully without having to boat the car back. They are getting ready to ship the 2nd I-pace to Maui and are of course concerned the other islands will become a nightmare for them. I will update as we progress.

I'm right there with ya, Waltk. I started a similar thread ("Infortainment issues...") complaining about my blank screens. I tried all the recommended self-fixes, including McRat's and others' but nothing got the screens to come back. There are only 2 dealerships within an hour and a half of me in San Diego and both are backed up for 2-3 weeks for any service, and my I-Pace is undriveable due to both the Infotainment and Climate screens having stopped working, and the heater uncontrollably blasting hot air every time you start the car. Recently I wrote a letter to the service manager of the dealership to see what, if anything, they can do. I'm really concerned that my car is going to continue to have random problems and I can't be having at the service dept for 2-3 weeks every time there's an issue. That's just insane and unacceptable. I'll let you know if I get any progress or if/when they resolve the issue.

Waltk

Discussion Starter · #5 · Mar 12, 2019

Yes, billfan, I saw your post as well. You are having the exact same issues as my car. I spoke with Jaguar Customer service today and they opened a case for me just to document the service trail. So far the car has been in service for 14 days the first time for the screen issues (not counting the two boat rides). They are working on shipping it back again now and hopefully will have it back in Honolulu by weeks end. The dealer claims they are making it a priority so we will see. To add to my issues, yesterday the mileage estimator went from 246 miles with a full charge to 0 with a 94% charge and the cruise control stopped working yesterday as well. I assume it's all related to the software issue but who knows. The rep did say she "understood" OTA updates were going to be available in future but she didn't think it would be for a couple months at best before they are available. I'll keep updating my progress here. The car has 1100 miles and this will be the 2nd trip back for this issue.

See less See more

billfan

· #6 · Mar 12, 2019

Update: After not hearing back from my dealership service dept manager for the last 4 days, I turned to social media. Took a couple of tries but I got Jaguar USA to reply to me and start a DM conversation. They asked for my info, VIN, dealership, and recap of issues. I gave them a full accounting of the issues, the people I've worked with thus far at my local dealership at at JLR, and they said they are going to make sure an appropriate person see this. Don't know what that means but gives me more hope than no response at all. More to come.

Reactions: 1

Waltk

Discussion Starter · #7 · Mar 12, 2019

Well, my I-pace is taking it's next boat ride to Honolulu tomorrow. This will be it's 4th boat ride! They are supposedly making it's return a priority...I'll update as I have news!

CyberSlug

· #8 · Mar 12, 2019

Have they considered replacing it with a duck boat?

Waltk

Discussion Starter · #9 · Mar 15, 2019

That could be more reliable (the duck boat!) As it turns out the car missed the boat yesterday so now waiting for another ship date. To make it more interesting, on the way home from the dock yesterday, all screens lit up and everything in the car started working normally. It's all good for now. I'm thinking possibly there is a loose connector that keeps jarring loose. Hopefully they can figure it out on it's next trip.

fedorachef

· #10 · Mar 18, 2019

billfan said:
Update: After not hearing back from my dealership service dept manager for the last 4 days, I turned to social media. Took a couple of tries but I got Jaguar USA to reply to me and start a DM conversation. They asked for my info, VIN, dealership, and recap of issues. I gave them a full accounting of the issues, the people I've worked with thus far at my local dealership at at JLR, and they said they are going to make sure an appropriate person see this. Don't know what that means but gives me more hope than no response at all. More to come.

I did the same and was told my case manager would contact me today. Of course no call. My case has been open since Dec. On 2/26 my case manager told me he was meeting w/ consumer affairs team on that Thursday to discuss next steps with my car. Since I've had no update. Last Thursday I called the customer line again and spoke to a different case specialist. He apologized and said these cases are normally handled much faster and said he was escalating my case to a supervisor. No call back yet. Jaguar 1-800-452-4827, Option 9

Waltk

Discussion Starter · #11 · Mar 19, 2019

So I missed the boat last Wednesday and my car never got to Honolulu. I dropped it off today for shipping tomorrow. As you would expect, after I missed the boat on the way home the screens lit back up and everything has been working flawlessly since! I'm starting to wonder if it's simply a loose connector that jars itself loose from time to time. I fully expect them to tell me they cannot replicate my issues after keeping my car for a week or two, then returning it to me only to have the screens go black on the drive home!

To make it more interesting, after dropping my car off at the port I notice an all black I-pace sitting in the pickup area so we will no longer be the only I-pace on Maui! Hopefully the buyer has better luck!

billfan

· #12 · Mar 20, 2019

Posted this in a couple other places but following up here as well:

Here are my updates after the first 3 weeks of ownership:
- At the 2 week mark, the infotainment and climate control screens stopped working and the heater wouldnt turn off. Incontrol App also would not work at all...no accurate information because it couldnt update the data from the car. Opened issue with JLR tech support, they said they could not get a signal from the car.

-Brought it into dealership for service immediately because car was undriveable (got too hot inside because heater wouldnt turn off...plus no screens). Service said they were backed up 2 weeks-ish. I complained and escalated to manager. They moved my car up and looked at it after 5 days. Took another 2 days of them fiddling with it along with JLR headquarters technicians to do 3 software updates.

-Got my I-Pace back on 3/15, all screens working properly (although still take a while to boot up on a fresh start of the car) but now when I try to add certain shortcuts to the Home screen (such as the EV Panel which gives you shortcuts to Creep mode and Regen mode) will not stick. Every time I start the car again the EV Panel Title Bar still shows but the Creep, Regen buttons are gone. Have to delete the shortcut and re-add to get it to stay. Creep function, even when I turn on, reverts back to Off the next time i start the car. So every day now I have to delete the EV Panel shortcut, re-add it, then re-enable Creep. Very annoying.

-Incontrol app was still not working until today, 3/19. still working with JLR support, who said I needed to bring it back into service dept. I did NOT want to do that but felt like I had no choice. All of a sudden today, the app seems to have magically started working, including pre-conditioning functionality which never worked before today. Last time the app was updated was 2/28 so no idea why it's working now and not before.

-Spoke to service rep today and we agreed that I would test the app for the next 2 days and call him on 3/21. If it's not still working well I'll bring it back in and they'll make it a priority to look at, as well as the issue of Home page shortcuts and Creep mode not sticking

-Still have my case open with JLR tech support. Told them I'll update them in a few days of using the Incontrol app, and they can coordinate with my service dept if the app stops working.

See less See more

billfan

· #13 · Mar 22, 2019

2

Update 3/22/19:

Black screens have seem to gone away. I'm on what service says is the latest software version. S19A_19.07.2-312706.

All functions of the Remote app have been working the last 3 days. Not sure what triggered it to start working as the Android app has not been updated in almost a month.

The last remaining issues I still have are:

1) the home screen shortcuts such as the EV Panel are not sticking, and I have to turn creep mode back on after every drive...when I get back in the car for the next drive Creep is always off.

2) When I press and hold on the home screen and add the EV Panel shortcut (screenshot 1). I then turn Creep (middle button) ON. Everything stays that way until I turn the car off. When I start it back up it looks like screenshot 2. The EV Panel is still there, but the 3 buttons at the bottom are gone, and Creep has been turned off.

My case manager at JLR corporate doesn't know why that's happening but said the best way to document it is to call or show my local service dept and ask them to open a "TA" case with Jaguar so they can document it.

See less See more

Dantrium

· #14 · Mar 22, 2019

billfan said:
Update 3/22/19:

Black screens have seem to gone away. I'm on what service says is the latest software version. S19A_19.07.2-312706.

All functions of the Remote app have been working the last 3 days. Not sure what triggered it to start working as the Android app has not been updated in almost a month.

The last remaining issues I still have are:

1) the home screen shortcuts such as the EV Panel are not sticking, and I have to turn creep mode back on after every drive...when I get back in the car for the next drive Creep is always off.

2) When I press and hold on the home screen and add the EV Panel shortcut (screenshot 1). I then turn Creep (middle button) ON. Everything stays that way until I turn the car off. When I start it back up it looks like screenshot 2. The EV Panel is still there, but the 3 buttons at the bottom are gone, and Creep has been turned off.

My case manager at JLR corporate doesn't know why that's happening but said the best way to document it is to call or show my local service dept and ask them to open a "TA" case with Jaguar so they can document it.

Was 19A loaded by the dealer or did it just show up OTA?

billfan

· #15 · Mar 22, 2019

Dantrium said:
Was 19A loaded by the dealer or did it just show up OTA?

Dealer installed it. Both they and my JLR case manager told me that OTA updates still aren't happening. However my case manager told me that they were just recently trained on handling OTA update cases so he think they're going to start soon, he just doesn't know when.

McRat

· #16 · Mar 23, 2019

It sucks that it matters what dealer you go to as to whether you can get updates or not. I am not used to that at all.

If I knew exactly what com hardware was acceptable, I'd have already bought it and used Pathfinder to do my own updates, read codes, and do some datalogging. But I'm NOT buying a Panasonic Toughbook only to find out I have wrong cable. They can bite me. I have tons of 'garage' notebooks from XP to Win10pro.

4000 miles ago the car spewed a Traction Battery error. I never did find out what the error was. Right after it happened, I made an appointment to get the code read. They said they do it while I wait. After a couple hours, they said they didn't know when they would get to it. So I made an appointment at another dealer. When I arrived I was told it would take 9 days for them to read the code, no exaggeration. By the time I finally brought it in to get updates, the code could not be read. So if it happens again, I won't know if it's the same unimportant error, or something more serious. But at this stage, I'm not even sure they CAN read codes as strange as that might sound.

Trivia. That 'trouble' button in the car? Nobody there can read codes even though the car is connected just like OnStar. So the answer for all calls is 'do you want a tow truck?'. That is an expensive business model for sure.

See less See more

fedorachef

· #17 · Mar 23, 2019

billfan said:
Dealer installed it. Both they and my JLR case manager told me that OTA updates still aren't happening. However my case manager told me that they were just recently trained on handling OTA update cases so he think they're going to start soon, he just doesn't know when.

What dealership did you go to? I know if I ask my dealership they will say they don't have the update.
Latest on my case, my case manager said they are working with the dealership to exchange my car. However, when I asked questions about how that would work he couldn't answer so I asked to speak to his manager and still no call back (2 days).

billfan

· #18 · Mar 25, 2019

I went to Land Rover San Diego. I'm not sure if it helped that I had an open case with JLR and that case manager was in contact with the service dept rep, so they may have coordinated. But it's all a mystery to me how or who knows what the latest update it, but my service rep said I'm on the latest version (as of now, of course)

Joshuableu

· #19 · Mar 26, 2019

With 19A (dealer installed) there are many new faults.
"billfan" you are correct, Creep turns off every time the vehicle is turned off and there is no way to change it.
The Air Quality Sensor does nothing even when triggered.
My rear camera works only every so often even when booting slow. Rear cross traffic monitor does not work when camera is not operational.
CarPlay screen randomly goes blank.

billfan

· #20 · Mar 28, 2019

Joshuableu said:
With 19A (dealer installed) there are many new faults.
"billfan" you are correct, Creep turns off every time the vehicle is turned off and there is no way to change it.
The Air Quality Sensor does nothing even when triggered.
My rear camera works only every so often even when booting slow. Rear cross traffic monitor does not work when camera is not operational.
CarPlay screen randomly goes blank.

My JLR case manager said the best way to make sure JLR is made aware of these issues is to have your local service dept open a "TA" ticket with JLR so they get properly documented. Hopefully the more people do this the more issues will get on JLR's radar and get prioritized for fixing.

1 - 20 of 22 Posts

This is an older thread, you may not receive a response, and could be reviving an old thread. Please consider creating a new thread.

Top