Proactive Alert System Overview

NOTE:

The customer must enroll their vehicle in this program through the OnStar website or with an OnStar advisor to receive Proactive Alerts. When the customer enrolls their vehicle, they select their notification preferences (email address, in-vehicle alert, and/or text message). They also identify their preferred service provider which is often the selling dealer.

This feature collects and stores specific system performance data each ignition cycle. The data is then transmitted via the cellular system (OnStar) when the ignition switch has been in Run or Accessory power mode for ten minutes. The transmitted data is stored off-board the vehicle and analyzed by special algorithms to detect degraded performance. When monitored system performance degrades to predetermined levels, the off-board system sends a Proactive Alert identifier. The affected system is identified within the alert.

When a Proactive Alert is set, one or more of the following may occur:

E-mail and/or text message is sent to the customer
E-mail is sent to the preferred service provider (Customer Experience Manager at GM Dealers)
A message is sent to the vehicle through the cellular system

When the vehicle receives the Proactive Alert identifier, it is stored in the Communication Interface Module. When stored, the Communication Interface Module may request a specific identifier to display on the radio and/or play an audio message. Each identifier is displayed and/or played one time only when the vehicle is started after the Alert has been set. If there is no performance improvement detected within seven days and then again at fourteen days, the system will send a reminder which contains the same identifier as the original.

When the collected data indicates component performance is normal again, no reminder alerts are sent and the system continues to monitor as before the active alert.

Proactive Alert identifiers stored in the Communication Interface Module will clear once the system is repaired. They can also be cleared using a scan tool, if desired. Ask the customer if they can produce the E-mail and check the date it was sent if you suspect that it is not active. If the customer is unable to provide the documentation, the Proactive Alert can be verified utilizing the scan tool: "Vehicle Diagnostics" >> "Vehicle Proactive Alerts", or Service Workbench Alerts.

Note: The identifier will not be retained if the Communication Interface Module is replaced.