READ THIS BEFORE INSTALLING!
Seriously. Stop and read all of this before installing. I know you are in a rush to finish it but it is important to be patient. Almost all of our tech support calls for "it's not working" are due not reading the instructions. Slow down, take 10 mins to read the instructions and watch the videos and it will save you hours of frustration, I promise :)
important technical bulletin 4/18/2021
Due to an error in manufacturing, some (about 20%) of our products shipped from 4/20 will have the circuit board misaligned
You can fix this easily in a few seconds without needing to return it by reviewing the photos and videos below.
watch video to see how to fix
Be aware of v2018
Around August of 2017, the factory that makes the CUE systems changed the screen design slightly. The ribbon cable was changed to a diamond pattern, and the software values were changed. Of course, they did not fix the gel design error that is causing all of the CUE systems to fail. As a result, there are thousands of vehicles that have had their CUE system replaced by the dealer after 08/2017 that are now starting to fail.
These updated CUE systems will only work with our V2018 screen.
Our Basic, Premium, and Blue HD screens are only compatible with original 2013-2017 factory installed CUE units only. If your CUE unit was replaced by the dealer after approximately August 2017, you will need to order our V2018 screen.
You can identify these newer replacement CUE units by a crosshatch pattern ribbon cable, and a module part number starting with 8. Our V2018 product doesn't have a crosshatch pattern, this is normal. See the photo below. Be sure to check this before installing or ordering if you are unsure. Click here for more info
avoid cheap screens
The market is flooded with replica screens from a variety of overseas distributors. These are found for $35-$55 in many online stores. In fact, you may have bought one of these screens and been directed here for the install help.
My advice, as a professional installer who has helped 35,000+ people get their CUE system working, is to return the cheap screen and order only Genuine CUESCREENS replacement products. About half of the cheap screens are dead on arrival (DOA)- and the ones that do work, leave the customer upset and paying install costs twice.
The replica screens are not visible in direct sunlight, the proximity sensors won't work correctly, and there is no technical support. Additionally, we find that these screens are produced in a dirty facility so there is dust, fibers, hair, plastic, foam and other debris embedded in the middle of the screen.
Most customers opt to spend the few dollars extra for a Genuine CUESCREENS product in their Cadillac, rather than deal with the cheap knock offs. Many of my customers are people who are dissatisfied with the replica and need something that actually works and looks original.
Always look for the Genuine CUESCREENS logo
$35 replica screen from Autokay, CC, Motoku, etc. Not able to see in sunlight, prox sensors don't work, lots of foam and dust embedded in the screen layers.
do not touch any white flex cable
We have had many instances of customers ignoring this warning and removing or breaking the white connectors. These are easy to break and difficult to reconnect. There is no need to touch any white flex cable inside the unit. Do not remove any white cable. One more time for the people in the back. Do not touch the white cables.
If any white cables were removed, something has gone wrong. Do not remove any white flat flex cable.
be careful with the screen ribbon cable
The screen ribbon cable connector is tucked into the display to protect it during shipping. This flat connector is how the touch screen communicates with the CUE module. Carefully pull it out with a toothpick or similar tool, be careful as it is very delicate.
This ribbon cable is how the touch panel communicates- it is easily missed or damaged by installers. 99% of situations where the screen doesn't respond after replacement is due to the ribbon cable not being plugged in. Be sure your installer is aware of this.
be careful with the black clip
The screen ribbon cable is secured by a hinging locking clip on the connector. Be gentle with this, you don't want the lock to snap off and fall somewhere. If this happens, it will require a full module replacement at $900.
To disengage the clip, simply use the micro ESD pliers to gently lever the tab upwards. You can also use the small trim tool to lift up on the clip. More details is in the screen swap video.
To reinstall, be sure the ribbon cable is fully inserted and press down until the lock clicks into place.
test before reassembly
This is the most important: After installing the new screen and plugging it back in- turn the car on and TEST it to make sure everything works! If you are having issues, follow the troubleshooting guide in the FAQ, and please contact us if you can't resolve it.
Trust us, it is very frustrating to find that you missed plugging a connector in or left the inner screen protector on after all the trim pieces are already reinstalled :)
Metal tools can scratch trim pieces or delicate plastic surfaces. Use only plastic trim tools when removing parts to avoid damage. Check our store page to add these tools to your order.
Once the CUE module is out, place it on a soft surface when swapping the screen to avoid scratching it.
Ribbon cable routing tips
During the screen placement, when routing the ribbon cable, DO NOT route the cable through little hole shown in the photo red circle. It doesn't fit and will damage it.
Be sure you install the ribbon cable connector correctly. Shown below is the right orientation, sometimes installers place it upside down and it won't work.
Black side face up towards the black clip, gold pins down touching the circuit board, large tab toward you while installing. Fully seat it all the way in the connector before locking the clip.
screw hole alignment
Cadillac used several supplies from different countries when sourcing the CUE module. This variation causes slight differences in the position of the 9 screw holes on the screen.
It is recommended to leave out any screws that aren't lining up- you don't want to risk breaking it. The screen only needs 7 screws to hold it securely. If the other plastic screw holes are not aligned, don't force it, just leave the screw out.
Try to get the plastic alignment pins through the metal holes on both sides first.
If a few screws don't align well, just leave the screws out to avoid cracking.The screen only needs 7 screws total to be perfectly tight
Finally- check our troubleshooting section if you are having issues. 99% of installation problems are from not following the instructions or missing a step. If you don't feel comfortable disassembling the unit- mail it in to us and we will handle it. It will be far lower cost in the long run. Good luck- contact us with any questions!
Disclaimer: CUESCREENS is not responsible for any damage caused to your vehicle. If you do not feel comfortable with doing this type of repair, seek the help of a local audio installer.