Has the SC326 instrument-cluster software update been verified as installed on this VIN, and what is the cluster software version before and after the visit?

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

Has the update been pushed via OTA already, and if so, when did installation complete?

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

Are any other open Kia EV9 recalls (SC329 seat bolts, SC337 rear GDU, RSPA) being addressed in the same visit, and if so, will each be documented separately on the repair order?

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

Were any diagnostic trouble codes recorded related to the cluster, head unit, or in-vehicle networking?

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

If the OTA update was attempted but did not complete, is there a service-center procedure available, and how long does the in-shop update take?

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 — infotainment failure

high severity infotainment failure 2024—2025 dealer

Kia EV9 infotainment failure (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

Instrument cluster screen goes blank or fails to display at vehicle start-up
Speedometer, odometer, or warning indicators not visible after ignition
Cluster freezes, reboots, or takes an extended time to boot
Random restart of the cluster during a drive
Multiple warning messages appearing with no clear cause
FMVSS (Federal Motor Vehicle Safety Standard) 101 non-compliance — required telltales (turn signal, gear selector) not visible

Questions to ask

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

Has the SC326 instrument-cluster software update been verified as installed on this VIN (Vehicle Identification Number), and what is the cluster software version before and after the visit?
Has the update been pushed via OTA (Over-the-Air software update) already, and if so, when did installation complete?
Are any other open Kia EV9 recalls (SC329 seat bolts, SC337 rear GDU, RSPA) being addressed in the same visit, and if so, will each be documented separately on the repair order?
Were any diagnostic trouble codes recorded related to the cluster, head unit, or in-vehicle networking?
If the OTA update was attempted but did not complete, is there a service-center procedure available, and how long does the in-shop update take?
Will the repair order specify the recall campaign reference numbers (SC326, plus any others applied) rather than only a generic 'software update' line?

Documents to request

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

Diagnostic report listing all stored, pending, and historical fault codes related to the instrument cluster, head unit, and in-vehicle network
Repair order with technician notes describing each recall campaign performed and the modules reflashed
Written confirmation of software versions installed before and after the visit
List of all open recall campaigns associated with this VIN as of the visit date
If OTA delivery is offered as the primary remedy, written confirmation of OTA installation status

Pre-service evidence

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

Photograph any cluster blackout incident — a phone photo of the dark cluster with the dashboard otherwise lit confirms the condition
Record VIN, mileage, and current cluster software version (if displayed in vehicle settings) at drop-off
Document each incident: date, time, ambient temperature, whether the cluster recovered after an ignition cycle
Note whether the vehicle has Kia Connect active — OTA delivery requires it
Retain any letters or emails Kia has sent regarding any of the EV9 recall campaigns

Service advisor interaction

Operational notes specific to the conversation at the service desk.

Record the service advisor's name and the date and time of each conversation
Note whether the visit is classified as recall (free), warranty, or paid — recall campaigns are owner-cost-zero
If the dealership cannot confirm a recall flag against the VIN, request that they check both the Kia DCS system and NHTSA (National Highway Traffic Safety Administration) database and document both results
Document any references to other open recalls — the EV9 has had multiple campaigns and owners frequently have more than one outstanding remedy

Repair authorization

Cautions before signing.

Recall remedies are at no cost. Diagnostic or labor charges presented in connection with a recall campaign should be confirmed in writing before authorizing
If the dealership bundles unrelated maintenance with the recall visit, request itemized authorization rather than blanket scope approval
If the OTA push has not been received and the dealer offers an in-shop update, the in-shop work is also at no cost as the same campaign
Repair authorization forms may include language permitting additional related work — read carefully

Post-service verification

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

Verify the cluster boots normally on at least three consecutive ignition cycles before leaving the service location
Confirm all required FMVSS 101 telltales (speedometer, odometer, turn signal indicators) display correctly
Confirm the repair order references the SC326 campaign and any other campaigns applied
Verify the software version on the repair order matches the post-update version displayed in vehicle settings, if accessible
Note odometer reading and any test-drive distance at pickup

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.

recall clarification

to: dealer service

Recall inquiry — EV9 SC326 instrument cluster recall + open campaign list

Service Department, I am scheduling my [YEAR] Kia EV9, VIN [VIN], for the SC326 instrument-cluster software recall. Before the appointment, I am requesting written confirmation of: 1. Whether SC326 has already been pushed via OTA to this VIN. 2. A list of all open recall campaigns associated with this VIN as of today (SC326, SC329 seat bolts, SC337 rear GDU, plus any others). 3. Which campaigns will be addressed in this visit and the expected time for each. 4. Confirmation that all recall work is at no cost to me. Please reply to this email so the visit is properly documented. Thank you, [NAME]

post-service follow-up

to: dealer service

Follow-up — written confirmation of recall work on [DATE]

Service Department, Following my appointment on [DATE] for VIN [VIN], I am requesting written confirmation of the following: 1. Each recall campaign applied (SC326, and any others). 2. Software versions installed before and after the visit for the instrument cluster and related modules. 3. Fault codes recorded during diagnosis. 4. List of any open recalls still outstanding against this VIN. Please reply to this email at your convenience. Thank you, [NAME]

Warranty notes

Recall work is performed at no cost to the owner. Any charges presented in connection with the SC326 procedure should be confirmed in writing.
Owners who experienced cluster blackouts prior to the recall remedy may have additional documentation needs if seeking goodwill consideration for related concerns. Records of incident details are relevant to that conversation.
The EV9 has multiple active recall campaigns — recall coverage for one campaign does not waive other warranty obligations or campaign remedies. Confirm in writing which campaigns are being applied.

Observational patterns

The 2024-2025 Kia EV9 has had unusually many recall campaigns in its first two model years — SC326 (instrument cluster), SC329 (seat mounting bolts), SC337 (rear GDU motor shaft), plus remote smart parking assist and front passenger seat belt retractor actions. Owners frequently have more than one outstanding remedy at any given time.

SC326 cluster software is the most likely recall to have already been delivered via OTA — vehicles with Kia Connect active typically receive software remedies without a service visit. However, OTA delivery has known failure modes; an in-shop confirmation visit is reasonable if cluster behavior continues to be intermittent.

The 2025 model-year EV9 was largely produced after the SC326 affected production window. Most 2025 EV9 vehicles are NOT included in this specific recall — but they may be affected by the other simultaneous campaigns. VIN-specific verification is the only reliable check.

A 2025 EV9 manufactured in late 2024 could be pulled into either '2024 EV9' or '2025 EV9' recall scopes depending on the campaign. Build date matters more than the badged model year for recall determination.

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