Hello - I've been trying to get this issue resolved by a second dealer for the last 8 months. The first dealer wanted to take apart my dashboard and replace the touchscreen as well as the radio. I felt like they were going at it with a sledgehammer, and that, to me, felt like it was more of a software issue and not equipment. Thus I started to go to a second dealership, in hopes of a solution that doesn't mean opening up another can of worms with replacing equipment, etc.

My 2024 NX350H keeps popping up a blank box every 10 minutes on the screen - see below picture.


The first visit involved a 2 day stay at the garage where they did a major software update that they said didn't happen because it wasn't available at the time my car was built?? Anyway, it did fix a problem I had with Siri not sending text messages correctly, and also stopped this blank box from popping up.....but only for about 6 months.

The blank popup box came back after 6 months, and I just got it back from the dealer yesterday after an all day stay where they said they did yet another software update....and on the way home after 10 minutes of driving, it appears again! It keeps re-appearing every 10 minutes so I have to keep clicking the arrow to get back to carplay, etc to see anything else but this blank box. It is very frustrating especially when using navigation, as I have to keep pressing the arrow to go back to the screen I want. The only thing that has changed with this last visit to the dealer is that the blue screen in the above picture is gone (Experience Connect which I do not have a subscription to...) and now the background of this box is the audio screen.

They are telling me that they don't know of anyone else who has had this problem, so I am reaching out to this group to see if anyone else is experiencing this. I told them to me it seems like it is a popup box prompting me for something...and since it happens about every 6 months...maybe some sort of password? Additionally, can anyone tell me if they have to keep going back to the dealer to get a software update? I have checked my car and it appears that there is a way to get software updates....so why am I not getting them.....could it be because of this popup box that is asking me for some sort of password, but I can't enter it because no keyboard or anything for that matter is showing up in the box.

Many thanks in advance for any tips/info that can be shared!

 

This looks like the box you enter your passcode on. It's blank on yours, but looks about the same size. This might be a software issue, maybe when they initialized the car, something didn't finish loading. I'd go back to the dealer that sold it to you, or the other one if they have a better tech guy, and have them re-initialize the car. Appears those updates they gave you didn't instal properly either, in my opinion.

As for software downloading, they do have OTA update capability, but some of us had a nightmarish time the last time that was attempted a couple of years ago now. I think Lexus is nervous about that. The last update for the back up camera issue was a take it to the dealership thing.

 

Hi JasDmw - thanks so much for your reply and the tip. I'm going to reach out to a third dealership and see if they have a better tech person or maybe be lucky and they have heard of this!

Thanks again

 

Question

Why wouldn’t you let the dealership replace the control panel?

I’ve had a couple of mine go pink. Or just had parts of the control head go bad. And they replaced them under warranty

My last RX had a couple small oil leaks. Seemed like a lot of work since they had to pull the engine to fix them. But that’s on them.

 

A good practice to take up when communicating with your service department is to ask if they have Master Technicians on staff to work on your car and if they're not all certified ask that they use one the Master Techs to perform the work on your car. My dealership I go to, every Tech has reached Master Tech level. This is a subject that Lexus take seriously with their dealerships. I know humans are not perfect, and some dealers work may come into question but being a Lexus dealer, they have regional technical specialists that visit dealers regularly to help work on and facilitate between the dealers techs and the Lexus engineering specialists to get to the root of issues.

Here's a link from this forum (a little dated but still applicable) where the program is discussed. https://www.clublexus.com/forums/mai...echnician.html

 

Thanks, TheCDN, for the info on Master Techs!! Will definitely use this data for future work on my car!

 

UPDATE!!!! I contacted a third dealer (actually the one I bought the car from but it is 2.5 hours away) and told them the scenario. Within a day, I was contacted with steps to do to see if it fixed the problem and IT DID!!
It was indeed a password popup box and just a few steps of signing out and getting back in gave me a fully populated box to enter in my PIN!! A very simple resolution to an issue I have been dealing with for months....and it was done all over the phone and no wasted time/effort going to dealerships and leaving car, etc!!!!

A BIG THANKS to folks who responded with tips/info and this forum!!!