[LawLady]

The remote Surround View Monitor Image Request on demand is not working in my car. It did not work when I tested it at my home the other day, and it still doesn’t work with my car at at remote location (getting PPF) while I’m at home.
The message I receive is:
“We received a find
my car SVM Image
request for your
2023 GENESIS GV80
(xxxxx). Date:
10/12/2022 at 10:50
am EDT near xxxx , Duluth,
GA 30096, USA and
failed.”

I think that I have seen that others are having the same problem, too, but I have not seen anyone identify the problem or a fix for it.

 

[03clyde]

2022 GV80 - mine working fine.

 

[SBS]

I have a 2023 GV80 as well and get the same failed message.

 

[DLT]

I also have a 2023 GV80 and I am getting the same FAILED message. I have contacted Genesis Connected Services several times in reference to this and no one seems to have a clue on how to fix it.

 

[Brigmix]

The remote Surround View Monitor Image

 

[Brigmix]

I don't have that problem on my 2021, but what does Genesis say? Just curious. Software update issue maybe?

 

[LawLady]

I don't have that problem on my 2021, but what does Genesis say? Just curious. Software update issue maybe?

The Genesis response was to take it to a dealer without so much as a suggestion of how to take care of it without wasting so much time.

 

[doom]

I have the exact same issue. The company has no user facing material on the feature. The connected care individuals are ill prepared to resolve the issue, as they use the same guides we receive at purchase. Many of them don’t know the feature is available, and get confused with the surround view monitor while IN the car. The local genesis dealer said to leave it with them; however, the techs admitted to not have any experience with the feature. They said they would work with the engineering team to diagnose the issue. I wish I could talk with them first to rule the out soft aware that I may able to resolve.

 

[DLT]

The remote Surround View Monitor Image Request on demand is not working in my car. It did not work when I tested it at my home the other day, and it still doesn’t work with my car at at remote location (getting PPF) while I’m at home.
The message I receive is:
“We received a find
my car SVM Image
request for your
2023 GENESIS GV80
(xxxxx). Date:
10/12/2022 at 10:50
am EDT near xxxx , Duluth,
GA 30096, USA and
failed.”

I think that I have seen that others are having the same problem, too, but I have not seen anyone identify the problem or a fix for it.

One of the Genesis Connected Customer Care Reps finally figured out how to get mine to work. They had to delete my account and wait 24 hrs. Then called me back and from a desktop computer, I had to delete the car out of my account and then when reactivated the account from the beginning and then it worked!! She said that she had helped someone else with the same problem and remembers that I was having the same issue so she called me. We tried it and it worked.

 

[DLT]

I have the exact same issue. The company has no user facing material on the feature. The connected care individuals are ill prepared to resolve the issue, as they use the same guides we receive at purchase. Many of them don’t know the feature is available, and get confused with the surround view monitor while IN the car. The local genesis dealer said to leave it with them; however, the techs admitted to not have any experience with the feature. They said they would work with the engineering team to diagnose the issue. I wish I could talk with them first to rule the out soft aware that I may able to resolve.

One of the Genesis Connected Customer Care Reps finally figured out how to get mine to work. They had to delete my account and wait 24 hrs. Then called me back and from a desktop computer, I had to delete the car out of my account and then when reactivated the account from the beginning and then it worked!! She said that she had helped someone else with the same problem and remembers that I was having the same issue so she called me. We tried it and it worked.

 

[DLT]

I have a 2023 GV80 as well and get the same failed message.

One of the Genesis Connected Customer Care Reps finally figured out how to get mine to work. They had to delete my account and wait 24 hrs. Then called me back and from a desktop computer, I had to delete the car out of my account and then when reactivated the account from the beginning and then it worked!! She said that she had helped someone else with the same problem and remembers that I was having the same issue so she called me. We tried it and it worked.

 

[DLT]

I tried to respond to everyone … but I got Surround View working.
One of the Genesis Connected Customer Care Reps finally figured out how to get mine to work. They had to delete my account and wait 24 hrs. Then called me back and from a desktop computer, I had to delete the car out of my account and then when reactivated the account from the beginning and then it worked!! She said that she had helped someone else with the same problem and remembers that I was having the same issue so she called me. We tried it and it worked.

 

[LawLady]

One of the Genesis Connected Customer Care Reps finally figured out how to get mine to work. They had to delete my account and wait 24 hrs. Then called me back and from a desktop computer, I had to delete the car out of my account and then when reactivated the account from the beginning and then it worked!! She said that she had helped someone else with the same problem and remembers that I was having the same issue so she called me. We tried it and it worked.

Thanks for this, DLT. The Genesis Connected Customer Care folks had no idea how to remedy this problem, and the only suggestion was to take the car to the dealer.

After seeing your suggestion, I contacted Genesis again and asked for my account to be deleted, reading your note to him. He was somewhat reluctant, but did delete my account.

After I logged back in and added my car back to the account, the Surround View Monitor on demand worked for the first time! Thanks again.

 

[DLT]

Thanks for this, DLT. The Genesis Connected Customer Care folks had no idea how to remedy this problem, and the only suggestion was to take the car to the dealer.

After seeing your suggestion, I contacted Genesis again and asked for my account to be deleted, reading your note to him. He was somewhat reluctant, but did delete my account.

After I logged back in and added my car back to the account, the Surround View Monitor on demand worked for the first time! Thanks again.

LawLady … glad it worked for you as well!!

 

[agsmithiv]

The remote Surround View Monitor Image Request on demand is not working in my car. It did not work when I tested it at my home the other day, and it still doesn’t work with my car at at remote location (getting PPF) while I’m at home.
The message I receive is:
“We received a find
my car SVM Image
request for your
2023 GENESIS GV80
(xxxxx). Date:
10/12/2022 at 10:50
am EDT near xxxx , Duluth,
GA 30096, USA and
failed.”

I think that I have seen that others are having the same problem, too, but I have not seen anyone identify the problem or a fix for it.

I get the same message.

 

[DLT]

I get the same message.

One of the Genesis Connected Customer Care Reps finally figured out how to get mine to work. They had to delete my account and wait 24 hrs. Then called me back and from a desktop computer, I had to delete the car out of my account and then when reactivated the account from the beginning and then it worked!! She said that she had helped someone else with the same problem and remembers that I was having the same issue so she called me. We tried it and it worked.

 

[agsmithiv]

One of the Genesis Connected Customer Care Reps finally figured out how to get mine to work. They had to delete my account and wait 24 hrs. Then called me back and from a desktop computer, I had to delete the car out of my account and then when reactivated the account from the beginning and then it worked!! She said that she had helped someone else with the same problem and remembers that I was having the same issue so she called me. We tried it and it worked.

Thanks @DLT. Do you have more than one driver on the account? My wife also uses the connected care app. Just wondering if that is confusing the issue.

 

[doom]

After sending several messages to Genesis, I received a vm from a Michelle in customer care. Apparently, she is one of 3 people that knows how to fix the issue. (No direct line). I set an appointment with her last Friday. She called and had me do a series of tasks and then she did something on her end (no account deletion). In a matter of minutes she fixed it! Basically, I turned car on for 30 seconds, turned off, opened door, repeated the 1-3 steps. Then I reactivated the Genesis services on the dashboard. She did something on her end then I reset the head unit. attuned car off a remote image worked. It also added a month more of service for free and now my car shows the correct subscription end date. She said that they are seeing incorrect end dates with this issue…they don’t know why, but this fixes all.

 

[DLT]

Thanks @DLT. Do you have more than one driver on the account? My wife also uses the connected care app. Just wondering if that is confusing the issue.

It’s my primary vehicle, so I’m the only one with the app. I think it was initially set up wrong at the dealership. I believe that it why it took deleting the account out and the re-adding it,