Part 2
How to Troubleshoot the Navigation System
Earliest DVD Version Application for Each Model
Each navigation DVD contains a map/POI (point of interest) database and the navigation system software for each model that it supports. Inserting an older navigation DVD can cause problems since it lacks the software to provide the specific features needed for that model. Unfortunately, the navigation software does not detect or warn you that the version is outdated, and it may even appear to operate. Refer to any official Honda service website for more information about navigation DVD colors and versions.
NOTE: Replacing a navigation DVD just because the version number is higher is not always warranted. A higher software version does not necessarily mean it contains newer software for your model. The navigation DVD contains software for all models that use the same color navigation DVD, and a revised number may or may not have software fixes or upgrades for the model in question.
Typical warning symptoms that an outdated or incorrect navigation DVD is being used include:
- The Honda model navigation screen may display an Acura logo while booting up.
- A newly introduced model feature or current accessory may not display properly, and the term Extension may display instead.
- The system locks up when entering an address or POI.
- The current street (the street being driven on) does not appear properly at the bottom of the map screen display when the vehicle is driven on a main road.
NOTE: If necessary, compare the operation to the navigation system of the same model and year vehicle that has a current navigation DVD.
How to Identify Navigation DVD Versions, and How to Inspect A DVD for Damage
To determine the navigation version on a particular model, start the engine, then locate the audio-navigation unit. Open the DVD door, and push the eject button to eject the navigation DVD. Hold the navigation DVD by the edges, and check for these items:
- Check any official Honda service website for more service information about the navigation DVDs label color and versions.
- Read the navigation DVD version on the label, and note it on the repair order. The version number is near the bottom of the label text (for example, ver: 6.23A). You will need this version number:
- To verify that the DVD version is appropriate for the vehicle. Check any official Honda service website for more service information.
- Any time you call Tech Line regarding a navigation system issue.
- To answer customer inquires concerning update or coverage issues.
NOTE: Customers may obtain navigation DVDs from sources outside the normal ordering process. If you determine this is the case, recommend that your customer purchase the appropriate navigation DVD from the Honda Disc Fulfillment Center (see ORDERING A DVD).
- Check the underside of the navigation DVD for signs of mishandling. Deep scratches, or random scratches, light swirl marks, or fingerprints can cause random lock-ups, reboots, erratic voice response, erratic positioning errors, and navigation DVD read or format errors.
NOTE: A damaged navigation DVD is not covered under warranty unless the disc is damaged by the audio-navigation unit. Damage by the audio-navigation unit typically appears as circular scratches caused by something rubbing against the navigation DVD as it spins. The damage may appear as arcs or complete circles on the DVD reading surface.
- Verify that the underside of the navigation DVD is silver, and not a copy with a blue color. Copies will not work properly and can cause other symptoms that mimic hardware problems.
- Incorrectly colored navigation DVDs being put into the audio-navigation unit. This causes the system to either display error messages, or causes system malfunctions that mimic a hardware problem. This results in the customer leaving with a malfunctioning navigation system.
- The navigation DVD version provided to the customer is out-of date or incompatible with a particular model. This inconveniences your customer by delaying the repair, or by causing additional (and unnecessary) returns to your dealership.
- The customer experiences bugs or other issues that have already been resolved in later versions currently available at the fulfillment desk.
If the navigation DVD is defective, or has any of the issues mentioned above, return the vehicle to your customer and recommend that they order the proper navigation DVD from the Honda Disc Fulfillment Center.
NOTE: Navigation DVDs do not come with replacement audio-navigation units. If you are replacing a audio-navigation unit because it is defective, and the navigation DVD does not eject, order a navigation DVD. See Obtaining a navigation DVD.
How to Answer Customer Questions About Navigation Coverage
Some customers may ask questions regarding a city, address, or POI (point of interest) covered by the navigation system. It is better to verify a coverage question on an actual vehicle than to disappoint your customer by promising coverage that may be incomplete or missing in their area. The following suggestions can be used to answer coverage inquiries from your customer.
Is my address covered by the navigation system?
Using a current production vehicle (of the same model), try and enter the customer's address (street first) to see if their area is covered. Always enter the street first, because sometimes their city may be included in a neighboring township, or under some larger metropolitan city name. If the address is shown in a later year vehicle, but not your customer's vehicle, you might recommend that your customer purchase an update.
Is my city covered by the navigation system?
For general questions about whether a city is covered, view the map coverage link on the navigation DVD order site. On the site, select a year, and select a model, then click on the Coverage link. You then select a state or province, and the cities are listed. This does not guarantee that the customer's road or address is in the system. Verifying on an actual production vehicle is always the best guarantee that your information is accurate.
The gas station on my corner is now a restaurant. Why is it still incorrect in the navigation system?
For POI-related client questions, explain that businesses are constantly moving, and there can be a considerable lag in updating the millions of POIs in the system. The database is updated annually, and the best way to the verify whether the POI is accurate is verify the inquiry on a current production vehicle.
Answers to these and other questions regarding coverage can be found in these locations:
- In the Frequently Asked Questions section of the navigation system manual.
- At the online navigation DVD order site, by clicking on the FAQs link.
How do I find the local address of a business that is part of a national chain (for example, Starbucks)?
There are three ways to find the local address to businesses:
- If you know the phone number of the business, select Phone Number and enter the 10 digit phone number (area code plus seven digit number).
- Select Category, then Restaurant. Enter the keyword Star. The resulting list includes all restaurants that have the letters Star anywhere in the name.
- Select Name and enter Starbucks. For more common business names, like McDonalds, you may have to search through a list that includes other businesses like McDonalds Welding, McDonalds Automotive, etc.
Precaution on Customer Navigation DVD Sneak Previews
Your customer might request a look (or sneak preview) at features in the latest navigation software. You should never preview a navigation DVD in a customer's vehicle. Inserting a new navigation DVD installs the latest software from the navigation DVD into the memory of the customer's navigation system. When the original navigation DVD is reinstalled, the newer software remains in memory and is often incompatible with the customer's original navigation DVD Map and POI database or soft ware.
If your customer wishes to see the latest navigation coverage or software features, demonstrate it on an in-stock vehicle that already has the latest navigation DVD version.
If a newer version is loaded, either by the dealer or the customer, the only remedy is to enter the navigation diagnostic mode's Version screen and do a forced download. Check any official Honda service website for more information about what patches may need reinstalling.
Why are some features different or missing compared to my previous Honda vehicle?
Hardware and software continually go through updates and improvements. Features may change or disappear over time based on the navigation system development.
How to Check Error History
The Error History feature is to record some intermittent navigation issues that occur while using the system. Sometimes the customer complaint cannot be duplicated. The error history may record the information needed to diagnose the problem. To check the error history:
1. Start the engine.
2. Press and hold the MAP/GUIDE, MENU, and CANCEL buttons for 3 seconds.
3. When the Select Diagnosis Items menu is displayed, select Self-Diagnosis Mode.
4. When the audio-navigation unit has hard codes stored, the Error History icon appears yellow when the Self Diagnosis mode (System links) screen is displayed. When no hard errors are stored, the icon appears gray to green. To view the errors with their DTC codes, select the error history icon.
5. Select Hard Error
NOTE: Soft errors are for factory use only.
Hardware Error History
6. The Hard Error screen displays the following information for each error:
- The DTC trouble code for the error
- A brief description of the navigation DTC code
- The date and time when the error occurred.
NOTE:
- To see additional errors, use the interface dial to select UP or DOWN icons (A).
- Write down the DTCs, then select Clear to delete the error history. The Save feature is for factory use only.
- Use the DTC Symptom Troubleshooting table to troubleshoot the error.
- Clear the navigation DTCs.
- Select Return to exit the error history.
Software Error (Soft error) History
Software errors are not available. They are for factory use only.
How to Clear Error History
NOTE: It is recommended that you write down the stored DTCs before clearing them.
1. Do the steps in How to check Error History.
2. Select Clear in the error menu.
NOTE:
- By selecting Clear, all software and hardware errors stored in history are erased at the same time.
- Save is for factory use only.
Hard error history is displayed
Soft error history is displayed (Soft errors are for factory use only)
3. After selecting Clear, then selecting Yes, both Hard Error history and Soft Error history are cleared at the same time.
Hard error history clear
Soft error history clear (Soft errors are for factory use only)
4. Press return to exit.