Safety Warning
DIY auto repair can cause serious injury, fire, or vehicle damage. These guides are for informational purposes only. Always follow OEM torque specs, wear PPE, and consult a certified mechanic if you are unsure. You are solely responsible for your safety.
Diagnostic Tip: Unable To Connect To ONSTAR Or Connects Failed To Voice (PIT5389F)
Reference number: PIT5389F
Supersedes refnos: PIT5389, PIT5389A, PIT5389B, PIT5389C, PIT5389D, PIT5389E
DIAGNOSTIC TIP: UNABLE TO CONNECT TO ONSTAR OR CONNECTS FAILED TO VOICE
TECHNICAL SERVICE BULLETIN
SERVICE INFORMATION
| Brand: | Model: | Model Year: | VIN: | Engine: | Transmission: | ||
|---|---|---|---|---|---|---|---|
| from | to | from | to | ||||
| All | All | 2000-2019 | All | All | All | All | |
Applies to All 2015 - 2019 With OnStar Gen10 and 2000 - 2015 With OnStar Canada Upgrade OnStar 9.4 or Gen 10
Supersession Statement:
This PI was superseded to update model years. Please discard PIT5389E.
CONDITION/CONCERN
A customer may comment that an OnStar (Blue) button, emergency (red) button or/and HFC (call answer/end button) key press results in: Cellular messages, progression tones (1 every 6 seconds), dropped calls or no data on the call with OnStar (failed to voice).
RECOMMENDATION/INSTRUCTIONS
Verify the customers concern. Install the test antenna and retest operation.
If the above steps do not correct the condition, record the following information and contact GM Technical Assistance.
****DO NOT cycle power to the OnStar VCIM prior to calling GM TAC for assistance. ****
From GDS2 Record
IDENTIFICATION INFORMATION:
End Model Part Number:
Mobile Equipment Identifier:
OnStar Customer Identifier:
Module Generation Identifier:
GSM Network Code:
Off Board Navigation:
Mobile Identification Number:
Mobile Directory Number:
SIGNAL STRENGTH DATA:
GSM Signal Strength:
Public Land Network Number:
Perform an outbound OnStar personal call
Results:
OnStar key press
Results:
Can the vehicle receive a call?
Results:
- When did the issue start (Date and Time)?
- Has Service Worked in this location before (Y/N):
or If yes, when and where it last worked?
- Does it occur in multiple locations?
- Other vehicle's in the area experiencing the same problem (Y/N):
A possible cause of a no connect concern could be a lack of cellular coverage, limited cellular coverage, or a cellular service outage in the area.
NO RELATED
Use the Manual With the Right Hardware
Pair factory procedures with proven DIY tools so the instructions are easier to execute.
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When to See a Mechanic
Stop DIY work and contact a certified mechanic immediately if any of the following apply:
- • You smell fuel, burning insulation, or see smoke.
- • Brakes feel soft, pull hard to one side, or make grinding noises.
- • The engine overheats, stalls repeatedly, or misfires under load.
- • You are missing required tools, torque specs, or safe lifting equipment.
- • You are not confident in the next step or safety outcome.