Part Two
How to Troubleshoot the HandsFreeLink System
Continued...
Pairing Troubleshooting
Many pairing issues are resolved by altering the customer's phone settings.
Bluetooth feature settings must be turned on. Phone manufacturers set the default to disable Bluetooth features to conserve battery life. Cell phones may provide procedures to Temporary Power On Bluetooth, or Power On Bluetooth. Turn the Bluetooth feature on, pair the phone to the vehicle, and confirm the phone is linked. Do this by turning the phone off and back on. Make or receive a call to confirm that the cell phone is successfully paired.
When the phone's Bluetooth feature is on, other handsfree accessories such as earpieces or headsets may automatically reconnect to the phone when you turn on the accessory or move it within range of the cell phone. This results in the phone not connecting to the HFL system when the customer enters the vehicle. You must unlink the hands-free accessory from the phone before the HFL system can reconnect.
Some phones have an Auto Answer setting that functions with a headset. This setting must be turned off or the HFL system cannot accept any incoming calls. When this setting is on, it blocks the HFL system from answering the call, and the call goes to voice mail. This can cause the customer to think that the cell phone is not paired properly.
The HFL system can pair a maximum of six phones. Some vehicles will tell you that the HFL system has reached its maximum while other vehicles will not. To check how many phones are paired, press and release the HFL TALK button. After the beep, say "Phone setup list." The HFL system lists every assigned phone name paired with it, then finishes by saying "The entire list has been read." Count the number of phones listed. If there are six, you must delete one phone before adding a new one.
Pairing Checks
For more information about pairing, refer to the cell phone owner's manual.
1. Is the cell phone compatible with the HFL?
2. Is the Bluetooth feature turned on?
3. Is the customer using the HFL buttons, not the navigation TALK/navigation BACK buttons, when pairing?
4. Is the cell phone battery fully charged, and is there good signal strength when pairing?
5. Do a soft reset on the cell phone.
6. If the customer is trying to pair a Blackberry(R) or Palm Treo device, make sure the customer uses the shift key when entering the pass code. If the shift key is not pressed, the customer may be entering letters. The HFL does not recognize letters.
Dropped Calls
Customers may perceive dropped calls as being an HFL system fault, but most dropped calls are from cell phone and cell phone carrier issues. The HFL system does not directly handle the cell phone signal. It allows the cell phone to transmit the cell phone audio over the vehicle's audio system.
Before troubleshooting for dropped calls, confirm the cell phone settings:
- Disable Auto Answer. If Auto Answer is enabled, incoming calls are routed to voice mail.
- Disable Always Ask/Trust, Authorize Device, or similar setting. If these settings are enabled, each time the HFL system attempts to link to the phone, the phone will ask if you want to connect. If you do not allow the connection, the HFL will not operate. The phone must be set to Never Ask, Authorize Device, etc. (based on the phone manufacturer and carrier) for permission. Refer to the cell phone owner's manual for more information.
- Disable Flip Open to Answer. If this setting is enabled, the phone must remain open in the vehicle. If it is closed, the incoming calls are routed to voice mail.
Always confirm with the customer if the number of dropped calls is higher while using the HFL system as opposed to using the cell phone only. Customers often confuse problems with their phone or carrier as a problem with the HFL system. The HFL system cannot control or determine:
- Cellular connection quality.
- Signal strength.
- Cellular coverage.
- Ambient weather conditions that affect cellular signals.
When a customer complains about dropped calls, ask questions about when or where the calls are dropped, such as:
- Do you drive the same route on a regular basis?
- Does the call drop in the same location?
- Where do you keep your cell phone?
- Have you compared the number of dropped calls using the HFL versus making calls from the handset?
- Does your phone have an antenna that needs to be extended?
Many reasons for a dropped call are not related to the HFL system. Here are some causes for dropped calls:
- If the quantity of dropped calls is about the same when the customer uses the HFL system versus the handset, the issue is likely due to the cellular phone or carrier.
- If the phone is equipped with a retractable antenna, it needs to be extended to maximize signal strength.
- If a customer also notices that the calls tend to drop in the same areas, the HFL system may be operating normally, but something about the area diminishes cellular coverage to a point where the call drops.
- Hills or mountains can block or interfere with cellular signals.
- High-rise buildings, bridges, or other large structures may block or interfere with cellular signals.
- Placing the cell phone in a purse, in a metal briefcase, under the seat, in the glove box, or in the trunk can all affect signal reception.
- There are coverage gaps in the cellular service. When driving, a call is typically passed from one tower to another. If the customer drives through an area where there is a coverage gap between towers, the call drops.
- Electrical storms, heavy rain, or overcast conditions interfere with signal strength.
- The cell phone battery's state of charge can affect signal reception. A low battery may reduce the phone's ability to boost the antenna's power and function properly, especially in low signal strength areas. Some phone manufacturers trade off signal transmission and reception strength for battery life. As the battery weakens, the signal strength may also weaken. Some cell phones may operate more effectively than others in low signal strength areas, especially with a partially charged battery, and depending on whether or not the retractable antenna is fully extended (if applicable). On these models, make sure the antenna is always extended to maximize signal strength and extend battery life.
Phone Will Not Automatically Connect the HFL
If a customer complains that their cell phone is not automatically connecting to the HFL system when they enter the vehicle, do this:
1. Make sure the Bluetooth feature is turned on in the cell phone.
2. Make sure the cell phone is properly paired to the HFL system.
3. Do a soft reset to the cell phone.
4. Check if the phone has an Authorized Connection or Trusted option.
5. Check the battery and signal strength on the cell phone. Pairing a phone requires optimal signal strength and a nearly full battery.
Incoming Calls
If a customer complains that they cannot receive incoming calls through the HFL system, see if the call is routing to the cell phone instead of the HFL system. An easy way to know if the call is routed to the cell phone is when the customer says, "I can't hear the caller, but they can hear me."
1. Make sure the Bluetooth feature is turned on in the cell phone.
2. Make sure the cell phone is paired to the HFL system and linked.
3. Make sure the answer settings in the cell phone are set to multi-key or any-key answer. If the phone is set to flip open to answer, recommend changing the setting to Any Key or leaving the phone flipped open when using the HFL system.
4. Make sure the Auto Answer feature is turned off in the cell phone.
5. Do a soft reset to the phone.
6. Make sure the battery is fully charged and there is adequate signal strength.
7. Ask the customer if they have set specific ring tones or ringer IDs to specific contacts. If they have, recommend using one standard ring tone for all calls.
8. Make sure the customer is pressing the HFL TALK button and not the HFL BACK button or the navigation TALK/navigation BACK buttons.
Outgoing Calls
'09 model
If a customer says that they cannot place a call using the HFL system, ask if the call was initiated through the HFL system or the cell phone itself.
If the call is placed by the HFL system:
9. Make sure the Bluetooth feature is turned on in the cell phone.
10. Make sure the cell phone is paired to the HFL system and linked.
11. Make sure the customer is pressing the HFL TALK button before each command and going through the calling process correctly.
12. Make sure the customer is pressing the HFL TALK button and not the HFL BACK button or the navigation buttons.
13. Check if the cell phone has an Authorized Connections or Trusted option.
14. Do a soft reset to the cell phone.
If the call is placed by the cell phone:
The call will remain on the handset until you transfer it over to the HFL system. To continue the call on the HFL system, you must use the Transfer command by pressing and releasing the HFL TALK button during an active call and saying "Transfer." The customer can now continue the call using the HFL system.
'10-11 models
If a customer says that they cannot place a call using the HFL system, ask if the call was initiated through the HFL system or the cell phone itself.
If the call is placed by the HFL system:
15. Make sure the Bluetooth feature is turned on in the cell phone.
16. Make sure the cell phone is paired to the HFL system and linked.
17. Make sure the customer is pressing the HFL TALK button before each command and going through the calling process correctly.
18. Make sure the customer is pressing the HFL TALK button and not the HFL BACK button or the navigation TALK/navigation BACK buttons.
19. Check if the cell phone has an Authorized Connections or Trusted option.
20. Do a soft reset to the cell phone.
If the call is placed by the cell phone:
By default, the call will automatically transfer to HFL. This setting can be changed using the "Auto Transfer" command under the "System Setup" menu. If it is preferred to have a call placed by the cell phone remain on the cell phone, then the Auto Transfer featured should be set to Disabled. The "Transfer" command can be used to transfer calls between the HFL and handset.
Clearing the HFL system
'09 model
NOTE:
- This operation clears the HFL system of all passcode(s), any paired phones, and all names in the HFL phonebook.
- Clearing the HFL system is recommend before selling the vehicle.
- If the system is locked and the pass code is lost or forgotten, see the symptom troubleshooting.
21. Press and release the HFL TALK button. After the beep, say "System clear" and the HFL system responds, "This process will clear all paired phone, clear all entries in the phonebook, clear the passcode and restore all defaults in the system setup. Is this what you would like to do?"
22. Press and release the HFL Talk button. After the beep, say "Yes" and the HFL system responds, "Preparing to clear all paired phone, all phonebook entries, the passcode. This may take up to 2 minutes to complete."
23. Press and release the HFL TALK button. After the beep, say "OK" to proceed, or say "Go back" or "Cancel."
24. If you said "OK", after a short period of time, the HFL system responds, "System has been cleared. Returning to the main menu, the Clearing HFL system procedure is now complete."
'10-11 models
NOTE:
- This operation clears the HFL system of all passcode(s), any paired phones, and all names in the HFL phonebook.
- Clearing the HFL system is recommend before selling the vehicle.
- If the system is locked and the pass code is lost or forgotten, see the symptom troubleshooting.
25. Press and release the HFL TALK button. After the beep, say "System Setup Clear" and the HFL system responds, "This process will clear all paired phones, clear all entries in the phonebook, clear the security passcode and restore all defaults in the system setup. Is this what you would like to do?"
26. Press and release the HFL TALK button. After the beep, say "Yes" and the HFL system responds, "Preparing to clear the system, which may take up to 2 minutes to complete. To proceed, press the talk button, and say continue. Otherwise say go back or cancel."
27. Press and release the HFL Talk button. After the beep, say "Continue" to proceed, or say "Go back" or "Cancel".
28. If you said "Continue" the HFL responds, "Please wait until the system is cleared." After a short period of time (up to two minutes) the HFL responds, "The system has been cleared."
Self-Diagnostic Function
NOTE: This procedure should be used only if HDS is unavailable.
To run the self-diagnostic function, do the following:
1. Turn the ignition switch to ON (II).
2. Press and hold the HFL BACK button for more than 5 seconds.
3. When the HandsFreeLink system enters the self-diagnostic function, the following will occur.
- If the system has not completed testing for DTCs, the HandsFreeLink system says "The hands free system test is in progress".
- If there is no DTC, the HandsFreeLink system says "The hands free system is OK".
- If there is any DTC, the HandsFreeLink system says "The hands free system needs to be serviced".
NOTE: The self-diagnostic function can only be initiated while the HFL is in its idle state.
Glossary of Terms
Auto Answer
This cell phone setting forces incoming calls to automatically be answered by the handset. Disable this feature on the phone when using the HFL system, as it may interfere with the HFL system answering incoming calls. Set the phone setting to:
- Send Only
- Any Key
- Multi-Key answer
Answer Options
These cell phone settings allow you to select how you would like to answer an incoming call on the handset. The answer option in the phone can affect inbound calls on the HFL system.
Authorized Connection
This cell phone setting allows the phone to connect automatically with the HFL system without prompting the customer for permission to connect. In some instances, it can affect the ability of the phone to properly route sound to the HFL system.
Bluetooth Power
This cell phone function enables or disables the Bluetooth application. When using a hands-free device such as HFL, the Bluetooth application needs to be enabled.
Discovery Mode
You need to have the cell phone in Discovery Mode to allow other devices with Bluetooth capabilities (such as the HFL system) to find the phone during the pairing process.
HFL Buttons
- HFL TALK button (A): Use this button on the steering wheel to give commands. Press the button before a voice command is given.
- HFL BACK button (B): Use this button on the steering wheel to end a call or return to a previous prompt in the HFL menu. Pressing the button twice or holding it down returns you to the HFL main menu.
Hard Reset (Cellular phone)
Hard resets clear the saved settings in the cell phone and restores it to the factory defaults. A hard reset should be done only as a last resort (see the cell phone owner's manual for more information).
Linking
This is when your paired phone is actively ready to use the HFL system. You can pair up to six phones to the HFL system, but only one phone can be linked at a time. If two paired phones are in the vehicle, only the phone that is linked can use the HFL system and functions. The second phone must be used as a normal handset.
Pairing
A description for linking two Bluetooth devices together. In this case, you are linking a cell phone with the HFL system. After the pairing process is complete, the devices are able to recognize each other and communicate wirelessly via Bluetooth.
Soft Reset (Cellular phone)
This helps to restore the basic functions of the phone. To do a soft reset, turn the phone power off, remove and reinsert the cell phone battery, then turn the phone back on.
Software Version
This refers to the software version loaded in the cell phone. The software version that was tested and determined to be compatible with the HFL system may be listed on the HFL website. Not all software versions are compatible with the HFL system.
Standard Ringtone
These ringtones come factory-installed on the cell phone.