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Audio system issue - cutting in and out

purplehaze227

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I am on week three in Wisconsin after camera replacement and NOT ONE ISSUE!!!!
We have had plenty of bad weather and very low low temps and NOT ONE ISSUE!!!

Go to your dealer while it is happening and show them this thread.
The fix is not anecdotal.
It is crystal clear that the camera is faulty.

You need to get it well documented by your service department.

Big shout out to my dealer service guys at Ewald in Oconomowoc, especially Jim!!!!
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Milburn

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So cold snap and my radio is on and off and my lines are gone. How is yours after adjusting connectors? Jeep “cares” last advice was no advice and no fix.
Works perfect!
Lines came straight back after taking it apart and gentle air cleaning.
I believe it's a connector issue.
Hope this helps.
If you need more information let me know.
Best of luck
 

nadc451

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I have a service appointment on Feb. 10 for my audio/camera issue. From what I can tell, it seems like you need to show the dealer the problem or they send you away and tell you they hope you don't have any more problems but they can't fix what they don't see.
So it was 14 degrees this morning and I walked out started the jeep and of course; no back up lines and the crazy audio issue was going off. Drove straight to the dealer and had the service manage confirm the issue, he plugged in the diagnostic and pulled a couple codes off it. Told me he would call at some point today with the plans to fix it when I bring it in on my scheduled appointment.
Keeping my fingers crossed that they follow through.
 

Bocephus

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Folks - I don't think a Star Case for this issue has previously been published.

Short version:

Reference Star Case S1908000046.
Had the same issue all report - audio cuts in and out, and reverse lines disappear.
Dealer note on invoice ..."using info outlined in Star case S1908000046 replaced rear view camera for audio issue."
This was performed under warranty.
I haven't driven the jeep yet, cannot confirm fix but will drive it lots of the next couple months, so should have a good sense of whether this worked.
Super glad this is done, great that it was at no cost. But by God Jeep service is deplorable. I would have rather paid $150 bucks and received good service.

Long version:

Dear wife took it to dealer.
I had written a short / concise summary of the issue, a link to thread, and a three to five sentence explanation of the probable solution being the back-up camera. Dealer rep could not have been more unpleasant / rude / condescending in his words, tone, attitude and action. Would not agree to look at the damn paper. Wife took it up a notch, he reluctantly agreed to look at paper.

Another service rep eventually came to talk to wife to say "sorry for that experience, can we still expect a top rating on the survey?" I cannot tell you how much I detest the service at most domestic dealers. And they completely ignored the second issue which I had documented just as clearly and concisely... They just ignored, no reference on the invoice.
 

Bri01

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Folks - I don't think a Star Case for this issue has previously been published.

Short version:

Reference Star Case S1908000046.
Had the same issue all report - audio cuts in and out, and reverse lines disappear.
Dealer note on invoice ..."using info outlined in Star case S1908000046 replaced rear view camera for audio issue."
This was performed under warranty.
I haven't driven the jeep yet, cannot confirm fix but will drive it lots of the next couple months, so should have a good sense of whether this worked.
Super glad this is done, great that it was at no cost. But by God Jeep service is deplorable. I would have rather paid $150 bucks and received good service.

Long version:

Dear wife took it to dealer.
I had written a short / concise summary of the issue, a link to thread, and a three to five sentence explanation of the probable solution being the back-up camera. Dealer rep could not have been more unpleasant / rude / condescending in his words, tone, attitude and action. Would not agree to look at the damn paper. Wife took it up a notch, he reluctantly agreed to look at paper.

Another service rep eventually came to talk to wife to say "sorry for that experience, can we still expect a top rating on the survey?" I cannot tell you how much I detest the service at most domestic dealers. And they completely ignored the second issue which I had documented just as clearly and concisely... They just ignored, no reference on the invoice.
I hear your frustrations. This is the second winter in a row I'm dealing with this issue, and I finally had my camera replaced yesterday. No issues so far....
But this whole experience has not been fun. Even though the solution seems to have been found last winter, with several forum members having had their cameras replaced and problem fixed, there still is a lot of confusion. I'm surprised the camera isn't replaced right away as soon as someone comes in complaining about this issue. Should be documented by now and most likely be a recall for it. They've lost thousands of dollars just on me alone by not replacing the proper component right away, and then multiply that by all the members that went through the same steps I did. This seems to be what goes on: you bring it to the dealer, if you are lucky, the issue is occurring; if not, they will ask you to bring it in when it does. They will read some codes and not have an answer for you. So then they will update your software...… then they will switch out your entire radio system (over $2k job)… then they may switch out your amplifier..... finally they may switch the cheapest of components, the camera, which is the SOLUTION.
Possibly the confusion is due to the fact that even though the worst symptom of this issue is the audio cutting in and out, which makes it seem like a radio/software/amp issue, it is actually the backup camera lines disappearing symptom (which most people can live with), that triggers the radio to act up. So it is the hardware in the camera, whether the camera itself, the connectors, etc... causing the infotainment system to go haywire. So my advise for anyone new to the problem, is to make the camera lines disappearing the main issue when you bring it to the dealer. Let them know the camera is malfunctioning so they focus on that and not the radio.
 

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JeepCares

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I have a service appointment on Feb. 10 for my audio/camera issue. From what I can tell, it seems like you need to show the dealer the problem or they send you away and tell you they hope you don't have any more problems but they can't fix what they don't see.
So it was 14 degrees this morning and I walked out started the jeep and of course; no back up lines and the crazy audio issue was going off. Drove straight to the dealer and had the service manage confirm the issue, he plugged in the diagnostic and pulled a couple codes off it. Told me he would call at some point today with the plans to fix it when I bring it in on my scheduled appointment.
Keeping my fingers crossed that they follow through.
We're sorry to hear that you are also experiencing this concern. If additional assistance is needed throughout your dealer visit, send us a PM. We'd be happy to connect you with a Case Specialist to assist.

Alison
JeepCares
 

nadc451

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We're sorry to hear that you are also experiencing this concern. If additional assistance is needed throughout your dealer visit, send us a PM. We'd be happy to connect you with a Case Specialist to assist.

Alison
JeepCares
I called the service department and they are ordering a new camera to replace the one causing the issues. The trick really does seem to show up when the problem is occuring.
 

JeepCares

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I called the service department and they are ordering a new camera to replace the one causing the issues. The trick really does seem to show up when the problem is occuring.
Hi, I'm happy to hear your concern is being handled. Please let me know if you ever need any more assistance.

Alison
JeepCares
 

SRQgunner

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If you go to the back of the tailgate there is a panel that you remove. The backup camera is the thick black wire with a white plug on the end. You just disconnect the white plug and you are good to go.

Is the panel ON the tailgate or in the corner like by the taillight
 

Milburn

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Open your tailgate. (Gently ")
Pull the black cover off the door.

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Milburn

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The fix lasted for a month.
It started to cut in.and out again.
After a deep freeze.
I pulled it apart again cleaned it and this time added Fluid film. It took less than 5 mins and it works perfect again.That was last weekend.
It gonna get real cold tonight
I will check it again and see if the fluid film makes the difference.
I believe condensation builds up on cold nights on the ground (silver barrel) and prevents it from grounding. The radio believes the camera comes on and goes into a cut loop back and off with the radio.
Hope this helps
 

Rmartinson

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Just got my camera replaced today. The shop replaced it with no questions asked. It only took a day to get the camera so I assume a warehouse had one in town. (Metro Minnesota) The service advisor stated that there is a service bulletin for this issue for camera replacement. I will keep you posted if I have any further issues. Hopefully this will take care of it because this is the 2nd winter I’ve dealt with the problem.
 

Bri01

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Just got my camera replaced today. The shop replaced it with no questions asked. It only took a day to get the camera so I assume a warehouse had one in town. (Metro Minnesota) The service advisor stated that there is a service bulletin for this issue for camera replacement. I will keep you posted if I have any further issues. Hopefully this will take care of it because this is the 2nd winter I’ve dealt with the problem.
Good to hear there is finally a service bulletin on this! Of course very annoying for all of us that had to deal with this issue back and forth for 2 winters, but at least moving forward anyone with the issue gets it fixed right away.
 

MpMal1

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Had new camera ordered back in early December. Back ordered...no surprise there. Finally came in and got it replaced about 2 weeks ago. No issues. Have had all kinds of temperature changes and a mix of weather. My issues were most prevalent when there were significant drops in temperature. Seems to be fixed for now.
 

nadc451

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Hi, I'm happy to hear your concern is being handled. Please let me know if you ever need any more assistance.

Alison
JeepCares
Had the camera replaced on 2/10 - lots of weather changes and no issues. I have even been leaving the jeep out of the garage and no issues. Thanks to Bill Deluca Jeep and Phil Sachetta for getting the problem fixed!
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