I hadn't seen this info posted here before. This is my story. Maybe Dawg can comment. This might explain some of the HK radio problems of late. Anyway, hope it helps somebody.

My 2010 Ultra had intermittent "COM Option Not Installed - see dealer" messages. I never used the intercom or the CB, so I procrastinated fixing it. I took it into a dealer before the warranty ran out, sure enough, it worked for them. 10 miles down the road, it didn't work for me... whatever. That was this past spring.

I was off on a 3-state ride with a buddy and on the 3rd day, I started getting the audio start/stop... reboot audio start/stop thing going on. Back from the trip, OK - time to send off to Iron Cross Audio.

Shipped on Thursday, got a call this afternoon (Tuesday) that it was all fixed. Nice gal on the phone read sections of the work order and tech notes to me over the phone. My logic board had a crack in it, there were marks where the bottom of the radio had been hitting the forward handlebar clamp bolts. She said that the radio failed due to vibration damage as a result of this situation. She suggested I address the matter per Service Bulletin M1289, of which she sent me a copy. I will try to attach it here.

So, M1289 describes a situation where the bottom of the radio impacts the forward handlebar clamp bolts, causing "customer concern from CD skips". Well, according to Iron Cross Audio, that impact can do a lot more damage than causing your favorite "Prince" CD to skip (as if one could tell the difference). She also said to check the radio mounting brackets as these failing are usually the root cause of radio head failure. I thank her for her info, give her my CC number, and should have my radio back in time to install for the weekend.

More of the story: I call the dealer where I get a 7% parts discount and is closest to my normal daily travels. Ask for Al the parts guy. Give him the number for the bolts referenced in the TSB (12600003). He says, not in the computer, what's it about? I explain. He says he'll call me back. (not so much as of this evening)

Call another dealer two counties over, talk to the parts guy, not in his catalog/computer thing. "What is it about?" I tell y story again. "Oh, if this is part of a TSB, you need to talk to service" (great). Well, I got passed to "Bob" there at Down Home Harley (a.k.a. Davis HD of Burlington, NC). Bob is one awesome service writer. Worked with him before. Just don't get into the Service department in general, but really he is good. I tell Bob my story.

Bob pulls my VIN and the TSB. Seems that my bike's build date falls outside the range for the TSB. No worries he says. "I'll get the bolts in in 5 days. If you want us to put it together for no charge, bring it in, 90 minutes and you're on the road. Or, if you want to do it, I'll hand you the bolts. Either way, no charge." Cool. Thanks Bob.

So.... with the rash of HK failures I've read about here lately, min included, it seems that there may be a root cause known in Milwaukee. This TSB seems to be "news" to the two dealers I talked to today.

When I got home, I grabbed hold of the mounting brackets on the inner fairing. They seem to be on there pretty good. This was another point the Iron Cross Audio lady was pretty insistent that I check citing that the techs there say that is like the #1 cause of HK radio failures. I think I'm OK there.

I'm no HD engineer, and as I mentioned, maybe Dawg or someone like him can provide more details, but this is what I learned, what I'm going through, and I hope it can arm some folks still under warranty to get this fixed for free.

<seems Dawg already posted a link to the TSB.>

Well, it was news to me. Sorry if I got all redundant and sh*t.

 

Which bolts exactly???

edit: Nevermind, I saw it on the TSB. Thanks for the info!

 

Read the TSB - it's the front handlebar clamp bolts. The HD fix is bolts with smaller heads that don't "smack" into the bottom of the radio. Iron Cross Audio suggests that is what caused the crack in my main logic board.

Gotta love fixed-price repairs.

 

An explanation for HK radio problems? (Short)

It's Crap.

 

Well, one could go that route too.

I'm just trying to add to the community knowledge bank 'round here.

 

It was under warranty until you had Iron Cross fix the radio. Hope they honor the bolt replacement for you.

 

That's fine, don't let me stop you. I'm quite sure there are a lot of people who want to keep the stock head unit and need the info you are providing. One other thing, I'm pretty sure Iron Cross is authorized by HD to fix the radios, sending it to them does not void the warranty. That is what I have heard, I have not checked it out and confirmed that.

 

And I told him the radio was at Iron Cross. Yea, I'm pretty sure they'll take care of me. The bike warranty ran out in April, 5 months ago. All I'm trying to do is get my radio back and fix the root cause. I'm surprised as hell that it took Iron Cross to tell me about the TSB, and not the dealer when I took it in complaining of radio problems.

It takes what, 7 screws to pull the outer fairing, and stick a flashlight up there? At this point, I trust Iron Cross' repair, free bolts, and my labor more than I do anything else.

 

There is a little "slop" in the fairing vertical main mounts, you can snug the four bolts along the outside of the upper fork tubes that hold them, then push forward on the fairing and finish tightening them while holding a little pressure forward, you can gain about an 1/8" clearance with this technique, don't even need new bolts.

 

One week from when I shipped the radio to Iron Cross, it's back in the bike. Everything works, even the stuff the dealer said "is fine". Got solid audio, CB/Intercom working, and the rear AUX jack to clean up the Zumo 550 install - finally. $325 including shipping both ways. Comes with a 1-year warrenty and a 50% discount on future repairs.

Plus they turned me on to the Service Bulletin M1289, which a dealer OTHER than the one who sold me the bike, is going to do for free at my convenience. I'm going to avoid dealing with that radio in/out business again if I can.

So far, I think this is turning out as best as can be expected.

A big shout out to Iron Cross Audio. FAST, accurate, open & honest. Yea it costs a couple bucks, but the good sheet usually does.

Happy, rockin', gonna be a beautiful weekend.....