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Service Information
User’s Guide
CONTENTS
Introduction
Starting & Using SI
Finding Documents
Navigating & Printing
Viewing Documents
Other Options

©2004 GM Service and Parts Operations

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Service Information User’s Guide

The Service Information (SI) User’s Guide provides a comprehensive overview of SI software.
Everything contained in this manual is based on the latest product information available at the time of
publication. The right is reserved to make changes at any time without notice.
No part of this publication may be reproduced, stored in any retrieval system, or transmitted in any form
by any means, including but not limited to electronic, mechanical, photocopying, recording, or otherwise,
without the prior written permission of GM Service and Parts Operations. This includes all text, tables,
illustrations, and charts.
Requests for permission should be sent to:
General Motors Corporation
Service and Parts Operations
Product Engineering
37350 Ecorse Road
Romulus, MI 48174-1376
U.S.A.

© 2003 GM Service and Parts Operations. Printed in the U.S.A. All rights reserved.
Microsoft Windows screen captures are used for instructional purposes.

GM Ser vice and Par ts Operations

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Customer Support Overview

To obtain assistance with a question or problem concerning the operation of your SI software, telephone
the GM-Techline Customer Support Center.

Before Calling
Before making a call to the Customer Support Center, be sure to have the following information ready:
• Dealership name, address and dealer code number
• Telephone number where the technician may be reached
• Tell when the problem occurred, and whether CD or Web usage
• List any error messages
• Give vehicle entry information

Making the Call

The GM Service and Parts Operations Techline Customer Support Center telephone lines operate from
8:00 a.m. to 8:00 p.m. (Eastern Standard Time) Monday to Friday.
In the United States and Canada to contact Customer Support, dial:
• English: 1-800-828-6860 (option 1)
• French: 1-800-503-3222
• Customer Support fax line: 248-265-9327
For International Customer Support, fax all questions or comments to the customer support fax line.
A GM-Techline Customer Support representative will answer questions and make suggestions; and also
will record each problem, question, or suggestion into a special problem tracking system. Any problems
that cannot be resolved over the phone will be directed to the appropriate group for resolution.

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Software License Agreement

Please read this license agreement carefully before proceeding to operate the software. Rights to the
software are offered only on the condition that the customer agrees to all terms and conditions of the
license agreement. Proceeding to operate the equipment indicates your acceptance of these terms and
conditions:
1. USE: Customer may use the software only on the computer system on which it was originally installed.
Customer may not reverse assemble or decompile software unless authorized by law.
2. OWNERSHIP: Customer agrees that it does not have any title or ownership of the software, other than
ownership of the physical media. Customer acknowledges and agrees that the software is copyrighted
and protected under the copyright laws. Customer acknowledges and agrees that the software may
have been developed by a third party software supplier named in the copyright notices included with the
software, who shall be authorized to hold the Customer responsible for any copyright infringement or
violation of this agreement.
3. TERMINATION: General Motors may terminate this software license for failure to comply with any of
these terms provided GM has requested Customer to cure the failure and Customer has failed to do so
within thirty (30) days of such notice.

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Using This Manual

To increase effectiveness with the Service Information (SI) software, users should familiarize themselves
with the format and information contained in this guide.

IMPORTANT
SI figures and illustrations are hyperlinked to the text of this manual. To view a figure, simply click on its
description, which is shown in blue text. After viewing the figure, click on the rainbow-colored arrow at
the lower left-hand corner of the screen to return to your place in the manual.

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SI Overview
SI is the software delivery tool for General Motors service information. SI contains General Motors service
information including service manuals, owner’s manuals, bulletins, and campaigns.
SI is available on the Internet and on CDs. SI is formatted in hypertext markup language (HTML), which
can be viewed on any computer with an Internet browser, such as Microsoft® Internet Explorer.

Finding Information on SI
Search for information in the following ways:
• Vehicle year, make, and model
• VIN number
• Keyword search
• Document number
You can find details about searching for service information beginning on page 5.

Printing from SI
Connect to a printer. Print from the File menu, the Printer icon on the toolbar, or the Print button on the
selected document.

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Apache Server Application

Apache is a powerful UNIX-based hypertext transfer protocol (http) server application that organizes the
complex functions of SI. Apache must be running in order for SI to operate.
The Apache server application installs from the SI installation CD-ROM automatically. If you have Windows
2000 or XP, Apache runs transparently in the background.
After SI has been installed, Apache will start automatically every time the terminal is booted.
Do not close Apache.
Note: If the Apache application is accidentally closed, the terminal must be rebooted in order to restart
Apache and run SI.

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Starting SI
You can access SI in three basic ways: on the Internet, by installing CDs, or by GM ACCESS (Canada).

Web Access
• Open your Internet browser and enter http://service.gm.com in the address bar. At the GM Service and
Parts Operations home page, click the Service Information tab (Figure 1).
• Click the underlined text Service Information at the next screen (Figure 2).
• Enter your user identification and password at the Enter Network Password screen (Figure 3) to open
the Service Information home page (Figure 4).

Compact Disks
• Install the SI application and data on your computer using the latest CDs and installation instructions.
• Double-click the “eSI” icon on the Desktop (Figure 5) to open the Service Information home page.

GM Access
• Double-click your GM ACCESS folder and select a language folder.
• Double-click the “eSI” Service Information icon to open the Service Information home page.

Figure 1 Figure 4
GM Service and Parts Operations home page Service Information system home page

Figure 2 Figure 5
Service Information selected Service Information icon on Desktop screen

Figure 3
Enter Network Password screen
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SI’s Home Page

The Service Information home page is shown in Figure 4. Wherever your search leads you within the SI
system, you can return to the home page by clicking the Home icon.

When you need information for a specific vehicle, use the upper half of the SI home page to initiate a
search for GM service publications on the vehicle. A full description of this method begins on page 6.
Use the lower half of the SI home page to select other options:

Unit repair manuals are If you have the ID The Latest News icon Select the YPK icon and Operating instructions
published for specific number for a specific allows you to review enter your desired and other helpful hints
engines, transmissions, bulletin or campaign that the latest released Year range + Platform + are located under the
and other components. you want to view, select documents. Keyword Question Mark or
Select the Unit Repair the Number Search icon Select the time period to find bulletins, Help icon.
Manual icon to see a list to enter the number and you wish to review, campaigns, and See page 14 for details.
of available manuals. see the document. from two to eight weeks. preliminary information.
See page 11 for details. See page 12 for details. See page 12 for details. See page 13 for details.
These links are also shown as bracketed text at the bottom of the screen, and are available for selection
on most pages within the SI system. Clicking one of these icons or text links will open the start page for
the particular function, no matter where you are within the system.

Language Note: SI’s default language is English. You can select a different language from the drop-down
menu at the upper right of the SI home page (Figure 4). If you are using CDs, you must
first install the data CDs for the desired language before this option is available.

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Accessing GM Service Publications for Specific Vehicles

Follow the steps below and on the continuing pages to access service manuals, bulletins, and other
publications available for a specific GM vehicle.
1. At the SI home page (Figure 4), you can initiate a vehicle specific search in two ways (Figure 6):
• Select the vehicle year, make, and model from the respective drop-down menus and click Next, or
• Click the line of bracketed text near the top of the screen to open the vehicle identification number
(VIN) entry screen (Figure 7), enter the VIN, and then click Submit.
2. At the publication selection screen for the specified vehicle (Figure 8) you can select available options
for the various types of publications, listed below.
• Service Manual/Bulletins, which contain information on all optional and standard
equipment for the specified vehicle (see Figure 9 and pages 7 to 10 for examples)
• Unit Repair (see page 15)
• Owner’s Manual (see page 15)
• Owner’s Manual Supplement (see page 16)
• Owner’s Warranty Books (see page 16)
Subsequently in your search, you can return to the vehicle’s publication
selection screen (Figure 8) by clicking on the Publications icon, shown here.
3. After selecting a specific vehicle publication, a search screen similar to the one shown in Figure 9
gives you the option of entering keywords or selecting a category (see pages 7 and 8).
Figure 6 Figure 8
Enter VIN or “build” the vehicle Publication selection screen for specified vehicle

Figure 7 Figure 9
VIN entry screen SI search screen
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Searching for Service Information Using Keywords

1. At the search screen (Figure 9), type a word or phrase in the search field. Enter three words or fewer
to optimize system performance.
Note: If you want to see a list of valid words and phrases, click on one of the lists named below the
search field (e.g. Keyword, Symptom, or DTC), then click Back or Previous Page to return to
the search screen.
2. Click Search (or press the Enter key), and every document with a title that contains the requested
keyword(s) will appear. In the example shown in Figure 10, the user typed “engine electrical” in the
search field, and then clicked the search button. The program automatically adjusted the search term
to “electrical engine” to facilitate the database search. Figure 11 shows the resulting document list.
3. Click on the title of the document you wish to view.

Figure 10
Sample SI keyword search process

Figure 11
Resulting list of available titles

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Searching for Service Information by Category

Using this method, you make on-screen selections, “drilling down” from a general category to a more
specific subcategory and eventually to the precise information for which you are searching. (As you click
your way toward the final document, the path you chose is displayed near the top of the screen.)
1. At the search screen (Figure 9), select one of the categories listed at the left. In the Figure 12
example, the user selected “Steering” from the available categories.
2. At the next search screen(s), select from among the subcategories listed for your chosen category.
In the example, the user selected “Steering Wheel and Column” (Figure 13) and subsequently
“Diagnostic Information and Procedures” (Figure 14) from the available options.
Note: After you select the primary category (e.g. Steering), the keyword search function offers you the
option of searching the “Entire manual” or “This section only” (see Figure 13).
3. When you reach a document selection screen, click on the title of the document you wish to view. In
the example shown in Figure 15, the user has selected the document “Lock System Does Not Lock,”
which is a troubleshooting table (Figure 16).

Figure 12
Steering selected from the category list on the first search screen (for service manual and bulletins)

Figure 13
Steering Wheel and Column selected from the category list on the next screen

Figure 14
Diagnostic Information and Procedures selected from the category list on the next screen

Figure 15
Lock System Does Not Lock selected from the document selection screen

Figure 16
Lock System Does Not Lock document displayed
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Navigating and Printing Service Information Documents

The Document ID number appears at the top of your selected document. Use the Print button at the upper
right to print the page, if desired. Use the Back and Forward buttons to return to the previous page or to
advance to the next page (Figure 17).
Links are shown in blue text. The cursor changes to a hand when over a link. Click the link to open it.
Links change color after they have been opened (Figure 16).
Scroll through the document using the scroll bar to the right of the document page. You can also use the
Page Up and Page Down keys, or the arrow keys on your keyboard.

Figure 17
Document ID number, Back, Forward, and Print buttons indicated

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Viewing Service Information Documents

Many documents contain images for which special viewing functions are available. For example, selecting
Repair Instructions on the 2004 Cadillac SRX Steering Wheel and Column screen (Figure 18), and then
selecting Ignition Switch Replacement on the resulting document selection screen (Figure 19) opens an
illustrated repair instructions document (Figure 20).
Clicking the magnifying glass icon below each illustration
opens an image viewing screen (Figure 21) with a special
set of tools for viewing the image in more detail.
The image viewing toolbar icons are described in Figure 22.
Note: One of the tools, the mobile magnifier, is especially useful for viewing schematic drawings like the
example shown in Figure 23.

Figure 18
Repair Instructions selected from category list for the 2004 Cadillac SRX steering wheel and column

Figure 19
Ignition Switch Replacement document selected

Figure 20
Illustrated repair instructions

Figure 21
Image viewing screen showing toolbar

Figure 22
Description of SI image viewing toolbar icons

Figure 23
Sample schematic drawing showing the mobile magnifier tool function
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Other Options
Other search options are available if you are not looking for service information for a specific vehicle.
These options are described on page 5 as a group, and individually beginning below.

Finding Information in Unit Repair Manuals

1. Click the Unit Repair icon, which occurs on the SI home page (Figure 4).
2. At the Unit Repair Manual selection screen (Figure 24), click the desired manual.
3. Click the desired category from those listed on the next screen (Figure 25), or search the whole unit
repair manual by keyword (optional).
4. Click a subcategory from those listed on subsequent screens (Figure 26), narrowing your search to
the final subcategory (Figure 27) to select and view the document you seek (Figure 28, Figure 29).

Figure 24 Figure 27
Unit Repair Manual selection screen Unit repair final category selection screen

Figure 25 Figure 28
2004 Unit Repair category selection screen Unit repair document selection screen

Figure 26 Figure 29
Unit repair subcategory selection screen Unit repair document

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Finding Information by a Number Search

1. Click the Number Search icon, which occurs on the SI home page
and at the top of many other search screens throughout the system.
2. At the document number entry screen (Figure 30), enter the ID number of the document you seek.
Note: You can omit dashes between numbers. You can also omit letters, or enter them in upper or
lower case. For example, 980-08B can be written 98008b or 98008.
3. Click Search for Matching Document to open the corresponding document (Figure 31).

Figure 30 Figure 31
Document number entry screen Document with corresponding number displayed

Finding the Newest Publications

1. Click the Latest News icon, which occurs on the SI home page
and at the top of many other search screens throughout the system.
2. Click to view the document of your choice.
Note: The screen shows bulletins, campaigns, and preliminary information released during the past
four weeks. Narrow your search by selecting a two-week period from the drop-down menu, as
shown in Figure 32, or select a longer time period (six or eight weeks) to broaden your search.
In the example, the user selected one of the bulletins (Figure 33), which subsequently appears
on the screen (Figure 34).

Figure 32 Figure 34
Documents released during past four weeks Selected document displayed

Figure 33
Search narrowed to most recent documents
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Finding Information by a Year Range + Platform + Keyword Search

1. Click the Y+P+K icon, which occurs on the SI home page and
at the top of many other search screens throughout the system.
2. At the Y+P+K entry screen (Figure 35):
• Select a beginning model year
• Select an ending model year
• Select a vehicle platform
• Enter a keyword or keywords*
• Click Submit
3. Select from among the resulting document list for your criteria (Figure 36) to view the document of
your choice (Figure 37).

Figure 35 Figure 37
Y+P+K entry screen Selected document displayed

Figure 36
Documents hit list resulting from Y+P+K search

*You may enter one, two, or three words in the Keyword field. If you enter the keywords “fuel” and “pump,”
the search engine will look for “fuel pump.” Select a button to match All or Any of the entered words.

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Finding Assistance
1. Click the Help icon, which occurs on the SI home page and at
the top of many other search screens throughout the system.
2. Select from the SI Help topics listed (Figure 38) to view your selection (Figure 39).

Figure 38
Service Information Help topics

Figure 39
“Contacting Us for Assistance” displayed

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Unit Repair Selection

This selection provides unit repair information. Complete specifications, component locator, repair
instructions, and special tools and equipment for the specified vehicle are all covered under this selection.
1. Click the Unit Repair option, which appears on a vehicle’s publication selection screen (Figure 8).
2. Click on the desired unit repair title from the resulting category list.
3. Repeat the previous step as your search narrows (Figure 40).
4. Select a document to view from the document list offered.

Figure 40
Example of a unit repair selection screen

Owner’s Manual Selection

This selection provides specific owner’s manual information for the vehicle requested. Complete owner’s
manual coverage is provided for seats and restraint systems, instrument panels, vehicle features and
controls, service and care, maintenance schedules, and customer assistance information.
1. Click the Owner’s Manual option, which appears on the publication selection screen if the owner’s
manual is available for the vehicle requested (Figure 8).
2. Click on the desired owner’s manual title from the resulting category list.
3. Repeat the previous step as your search narrows.
4. Select a document to view from the document list offered.

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Owner’s Manual Supplement Selection

This selection provides supplemental owner’s manual information for the vehicle requested—for example,
how to operate a vehicle’s air conditioning, cellular phone, radio, navigation, voice recognition system, etc.
1. Click the Owner’s Manual Supplement option, which appears on the publication selection screen if an
owner’s supplement is available for the vehicle requested (Figure 8).
2. Click on the desired owner’s manual supplement title from the resulting category list.
3. Repeat the previous step as your search narrows.
4. Select a document to view from the document list offered.

Owner’s Warranty Book(s) Selection

This selection provides warranty and owner assistance information. Complete warranty coverage, new
vehicle limited warranty, emission control systems warranties, and owner warranty assistance information
are all covered under this selection for the vehicle requested.
1. Click the Owner’s Warranty Books option, which appears on the publication selection screen if a
warranty book is available for the vehicle requested (Figure 8).
2. Click on the desired warranty book title from the resulting category list (Figure 41).
3. Repeat the previous step as your search narrows.
4. Select a document to view from the document list offered.

Figure 41
Example of a warranty book selection screen

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Service Information home page

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Service Information icon

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Click
this line
to enter
the VIN.

Select the Select the

OR Make. Model.
Select the
Year.
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and click
Enter the VIN
Submit.
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To find
Service
Information:
Select a
category
from the OR
list... and click
Enter a keyword...
(Type a word or phrase in the
Search.
blank field or select from the
Keyword, Sympton, or DTC list.)
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The user types the term The program automatically

“engine electrical” in the adjusts the search term to
search field and clicks the “ELECTRICAL ENGINE.”
Search button.
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Steering category selected

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Keyword search
options:
“Entire manual” or
“This section only”

Steering Wheel and Column

category selected
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Diagnostic Information
and Procedures category
selected
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The user has selected

the document Lock
System Does Not Lock.
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Return to Arrow Cursor Fit to Screen

Returns to an arrow cursor from a previously Resizes the image to fit your screen.
selected magnifying glass or image mover.

Magnifying Glass Plus (+) Fit to Height

Enlarges image size. Resizes the image to fit the height of
your screen, regardless of width.

Magnifying Glass Minus (–) Fit to Width

Decreases image size. Resizes the image to fit the width of
your screen, regardless of height.
Mobile Magnifier Original Image
Allows the user to scan a magnified image. Restores the original image.
Press and hold the left mouse button.
Image Mover Print
Allows the user to move the image while in Prints the page.
an enhanced mode.

Service Information image viewing icons

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