How many open recall and software campaigns currently apply to VIN [VIN], and which function does each address?

Request this answer in writing from the service advisor before authorizing repair work. The full playbook covers documentation procedures and post-service verification steps.

What software versions are currently installed on the relevant modules, and which versions correspond to the closed remedies for each open campaign?

Request this answer in writing from the service advisor before authorizing repair work. The full playbook covers documentation procedures and post-service verification steps.

Is each remedy delivered via OTA, dealer-side flash, or hardware adjustment?

Request this answer in writing from the service advisor before authorizing repair work. The full playbook covers documentation procedures and post-service verification steps.

Will all open campaigns be addressed in a single visit, or are sequential visits required?

Request this answer in writing from the service advisor before authorizing repair work. The full playbook covers documentation procedures and post-service verification steps.

app / playbooks / Kia EV9 — software update issue

elevated severity software update issue 2024—2025 dealer

Kia EV9 software update issue (2024—2025)

Kia EV9 · 2024—2025 · all trims

Diagnostic code reference

Reading codes off a Kia EV9 service invoice? Look them up in our OBD-II DTC database →

Reported symptoms

Infotainment screen freezes, reboots unexpectedly, or becomes unresponsive during driving
DC fast charging session refuses to initiate, terminates early, or sustains charge rate well below specification
Driver-assist features (Highway Driving Assist, lane keeping, adaptive cruise) inactive, intermittent, or behaving inconsistently
OTA (Over-the-Air software update) update fails to apply, applies partially, or appears to install but does not change visible behavior
Cluster, head-up display, or driver-information display flickering, partially blank, or showing intermittent warnings
Kia Connect app reports vehicle errors, shows feature inconsistencies, or reports vehicle as offline

Questions to ask

Pose these to the service advisor at intake. Request answers in writing or via email.

How many open recall and software campaigns currently apply to VIN (Vehicle Identification Number) [VIN], and which function does each address?
What software versions are currently installed on the relevant modules, and which versions correspond to the closed remedies for each open campaign?
Has VIN [VIN] been inspected for the documented ICCU (Integrated Charging Control Unit) charging-system defect cluster affecting other E-GMP (Electric-Global Modular Platform — Hyundai/Kia/Genesis EV architecture) vehicles?
Is each remedy delivered via OTA, dealer-side flash, or hardware adjustment?
Will all open campaigns be addressed in a single visit, or are sequential visits required?
Will the repair order list each campaign reference number applied during the visit and confirm closure for each?

Documents to request

Each item should be received in writing before authorizing repair work.

Diagnostic report listing all stored, pending, and historical fault codes from the affected modules
Repair order with technician notes, including a list of every campaign reference number addressed during the visit
Written confirmation of software versions installed before and after the visit on each affected module
Written confirmation of which campaigns are now closed for VIN [VIN] following the visit
Schedule of any remaining open campaigns and the expected timeline for their remedy

Pre-service evidence

Capture before drop-off. Once the vehicle leaves your possession, proving prior condition becomes significantly harder.

Screenshot or video-record any infotainment, display, or driver-assist defects at the time they occur
Note specific incidents — system reboots, charging failures, driver-assist anomalies, ambient conditions — with dates
Save all Kia correspondence regarding the recall and software campaigns
Screenshot the Kia Connect app status pages over time, showing any reported errors
Note odometer reading at drop-off and at pickup
If the vehicle has been towed at any point, retain the tow receipt

Service advisor interaction

Operational notes specific to the conversation at the service desk.

Record the full name of the service advisor and the technician performing the work
Multiple open campaigns require explicit confirmation of which were addressed during this visit and which remain open. A general 'all software updated' statement does not document which specific campaigns are closed.
Kia dealer service may not always cross-reference Hyundai service campaigns affecting the same E-GMP platform; confirm in writing that any cross-platform service campaigns applicable to VIN [VIN] have been considered
If the advisor states that an OTA update has been delivered for VIN [VIN] but the vehicle still shows the affected behavior, request written documentation of the diagnostic steps before any release

Repair authorization

Cautions before signing.

Recall and software campaign work is performed at no charge to the owner; do not authorize any charge for parts or labor associated with these campaigns
Kia dealers may schedule recall remedies across multiple visits for parts availability or technician scheduling reasons; this is acceptable but should be documented through correspondence retention rather than verbal commitments
If a diagnostic fee is presented for issues the dealer characterizes as unrelated to the open campaigns, request written documentation distinguishing campaign-related and unrelated faults before authorization
Repair authorization signatures often include language permitting additional related work — read the document and decline blanket additional work in advance

Post-service verification

Complete before leaving the service location. Issues that surface after departure are operationally harder to attribute to the visit.

Verify the infotainment system functions normally and does not reboot unexpectedly during a short test drive
Conduct a verified DC fast charging session at an authorized fast charger before traveling more than a short distance from the dealership
Test driver-assist features to confirm correct operation across a representative range of conditions
Confirm no warning messages or system errors on the cluster, head-up display, or infotainment after a full ignition cycle
Verify the Kia Connect app reflects accurate vehicle status with no reported errors
Confirm the repair order lists each closed campaign and any campaigns that remain open

Email templates

Documentation-focused templates for service correspondence. Tap copy to use. Subject and body are kept verbatim — paste them as-is into your email client.

pre-service inquiry

to: dealer service

Service inquiry — EV9 software, request for written campaign list and scope

Service Department, I am scheduling my [YEAR] Kia EV9, VIN [VIN], for service related to software-based recall campaigns. Before the visit, I am requesting written confirmation of the following: 1. A list of every open recall and service campaign currently applying to VIN [VIN], including the campaign reference number and a brief description of the function addressed by each. 2. Whether the documented ICCU charging-system defect cluster has been inspected for this VIN, since the cluster affects multiple E-GMP-platform vehicles. 3. Whether all open campaigns can be addressed in a single visit, or whether sequential visits are required. 4. Whether any of the campaigns are being delivered as OTA updates, and if so, whether VIN [VIN] has already received them. Please reply to this email so the planned scope is on record. Thank you, [NAME]

documentation request

to: dealer service

Documentation request — EV9 service on [DATE], VIN [VIN]

Service Department, Following the service performed on [DATE] for VIN [VIN], I am requesting the following documents for my ownership records: 1. The full diagnostic report including all stored, pending, and historical fault codes. 2. The repair order listing every campaign reference number addressed during this visit. 3. Written confirmation of which campaigns are now closed for this VIN and which remain open. 4. Written confirmation of the software versions installed on each affected module before and after the visit. These documents form part of the vehicle's service record and are operationally important. Please reply to this email at your convenience. Thank you, [NAME]

Warranty notes

Kia has issued multiple software-related recalls and service campaigns affecting the EV9 during the early production period. The applicable campaigns for VIN [VIN] should be checked at every service visit.
EV9 components are covered under Kia's New Vehicle Limited Warranty and the high-voltage battery component warranty (typically 10 years / 100,000 miles for the original purchaser in most US markets). Coverage period and conditions should be confirmed in writing.
Software-only remedies do not consume warranty time; the standard warranty period continues independently of recall remedies.
Repairs performed under goodwill rather than warranty or recall do not extend the warranty period. Confirm in writing which classification applies.

Observational patterns

The EV9 launched with multiple early production software defects, similar to the early production period of other newer EVs. Multi-campaign situations are particularly susceptible to incomplete documentation if the repair order does not enumerate which specific campaigns were closed during a visit.

Cross-platform E-GMP defects can produce parallel campaigns affecting Hyundai IONIQ 5, IONIQ 6, Kia EV6, EV9, and Genesis GV60. Single-vehicle campaign coverage may not capture all relevant remedies for shared software stacks.

The documented ICCU charging-system defect cluster affects multiple E-GMP vehicles; whether it applies to the EV9 in any specific build should be confirmed during a charging-related diagnostic.

OTA delivery does not always produce a corresponding entry in the dealer-side service record. The closure of a recall delivered over the air requires explicit documentation through the dealer system.

This playbook covers

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