Problem Symptoms Table [12/2019 - 10/2022]
NOTE:
- If the DCM (telematics transceiver) has been replaced, perform the DCM Activation procedure.
Refer to DCM ACTIVATION [12/2019 - ]
- Before replacing the DCM (telematics transceiver), refer to Registration.
For HV Model: Refer to REGISTRATION [12/2019 - 10/2021] , or refer to REGISTRATION [10/2021 - 11/2023]
For Gasoline Model: Refer to REGISTRATION [12/2019 - 10/2021] , or refer to REGISTRATION [10/2021 - 10/2022]
HINT:
- Use the table below to help determine the cause of problem symptoms. If multiple suspected areas are listed, the potential causes of the symptoms are listed in order of probability in the "Suspected Area" column of the table. Check each symptom by checking the suspected areas in the order they are listed. Replace parts as necessary.
- Inspect the fuses and relays related to this system before inspecting the suspected areas below.
TOYOTA AUDIO MULTIMEDIA ON-SCREEN MESSAGE
| Symptom | Suspected Area | Link |
|---|---|---|
| A message is temporarily displayed indicating to try again after waiting for a while because the lines are busy | This is caused when there is a problem with the radio wave signal conditions or when the call center is busy. This is not a malfunction. (Inform the customer that this is not a malfunction and ask them to use the system as is.) | - |
| Contact the call center | - | |
| Radio and display receiver assembly*1 | Refer to REMOVAL [12/2019 - 10/2022] | |
| Radio receiver assembly*2 | Refer to REMOVAL [12/2019 - 10/2022] | |
| DCM (Telematics Transceiver) | Refer to REMOVAL [12/2019 - 10/2022] | |
| A message is displayed indicating to try again after waiting for a while because information cannot be retrieved due to a busy line, etc. | Wait for a while and perform the operation again in a different location | - |
| Contact the call center | - | |
| Radio and display receiver assembly*1 | Refer to REMOVAL [12/2019 - 10/2022] | |
| Radio receiver assembly*2 | Refer to REMOVAL [12/2019 - 10/2022] | |
| DCM (Telematics Transceiver) | Refer to REMOVAL [12/2019 - 10/2022] | |
| A message is displayed indicating to try again because information was not able to be retrieved | Contact the call center | - |
| Radio and display receiver assembly*1 | Refer to REMOVAL [12/2019 - 10/2022] | |
| Radio receiver assembly*2 | Refer to REMOVAL [12/2019 - 10/2022] | |
| DCM (Telematics Transceiver) | Refer to REMOVAL [12/2019 - 10/2022] | |
| A message is displayed indicating to try again after waiting for a while because communication is being setup | The system is trying to detect the DCM (telematics transceiver). Wait for a while and perform the operation again | - |
| Contact the call center | - | |
| Radio and display receiver assembly*1 | Refer to REMOVAL [12/2019 - 10/2022] | |
| Radio receiver assembly*2 | Refer to REMOVAL [12/2019 - 10/2022] | |
| DCM (Telematics Transceiver) | Refer to REMOVAL [12/2019 - 10/2022] | |
| A message is displayed indicating to move the vehicle into a communication service area as it is outside a service area | Wait for a while and perform the operation again in a different location (Within the communication service area) | - |
| Contact the call center | - | |
| Radio and display receiver assembly*1 | Refer to REMOVAL [12/2019 - 10/2022] | |
| Radio receiver assembly*2 | Refer to REMOVAL [12/2019 - 10/2022] | |
| DCM (Telematics Transceiver) | Refer to REMOVAL [12/2019 - 10/2022] | |
| A message is displayed indicating to move the vehicle to where a GPS signal can be received because the time data is old | Proceed to "GPS Mark is not Displayed" | Refer to "No GPS signal" mark is displayed [12/2019 - 10/2022] |
| If the GPS mark is displayed, wait for a while and perform the operation again in a different location | - | |
| If the problem symptom is duplicated, replace the radio and display receiver assembly*1 | Refer to REMOVAL [12/2019 - 10/2022] | |
| If the problem symptom is duplicated, replace the radio receiver assembly*2 | Refer to REMOVAL [12/2019 - 10/2022] | |
| A message is displayed indicating that this service is not available now | Explain to the customer that the service is currently not available. | - |
| A message is displayed indicating to ask the dealer about applying for the service as it is necessary to create a contract before using the service | Check the status of the paid service contract. | - |
| Contact the call center | - |
DESTINATION FUNCTION (W/ NAVIGATION SYSTEM)
| Symptom | Suspected Area | Link |
|---|---|---|
| Cannot contact call center when Call Dest. Assist is selected on Destination Assist Connect screen | Contact Telematics Service Provider to inquire about network status | - |
| Proceed to "UNABLE TO CONNECT TO CALL CENTER" | Refer to UNABLE TO CONNECT TO CALL CENTER [12/2019 - ] | |
| Proceed to "DCM Data Signal Circuit between Navigation ECU and DCM" | Refer to DCM Data Signal Circuit between Navigation ECU and DCM [12/2019 - 10/2022] | |
| Radio and display receiver assembly*1 | Refer to REMOVAL [12/2019 - 10/2022] | |
| Radio receiver assembly*2 | Refer to REMOVAL [12/2019 - 10/2022] | |
| DCM (Telematics Transceiver) | Refer to REMOVAL [12/2019 - 10/2022] | |
| Other caller's voice volume cannot be adjusted using the Destination Assist Connect screen | Radio and display receiver assembly*1 Radio receiver assembly*2 |
Refer to REMOVAL [12/2019 - 10/2022] |
DYNAMIC VOICE RECOGNITION (W/ NAVIGATION SYSTEM)
| Symptom | Suspected Area | Link |
|---|---|---|
| Does not recognize voice commands performed to contact support center | Check if the Toyota Audio Multimedia System service is available | - |
| Check if the normal voice recognition function is operating correctly | Refer to PROBLEM SYMPTOMS TABLE [12/2019 - 10/2022] | |
| Proceed to "Does not Recognize Voice Commands Performed to Contact Support Center" | Refer to Does not Recognize Voice Commands Performed to Contact Support Center [12/2019 - 10/2022] | |
| The microphone button on the keyboard input screen does not become enabled | Check if the Toyota Audio Multimedia System service is available | - |
| Proceed to "UNABLE TO CONNECT TO CALL CENTER" | Refer to UNABLE TO CONNECT TO CALL CENTER [12/2019 - ] |
TOYOTA AUDIO MULTIMEDIA
| Symptom | Suspected Area | Link |
|---|---|---|
| "Toyota" app function error message is displayed on the screen | Follow on screen instructions | - |
| Proceed to "Confirm Cellular Phone Functionality" | Refer to Confirm Cellular Phone Functionality [12/2019 - 10/2022] | |
| Proceed to "Confirm Vehicle Head unit Functionality" | Refer to Confirm Vehicle Head unit Functionality [12/2019 - 10/2022] | |
| Proceed to "App Suite Connect Reset Procedure" in Operation Check | Refer to OPERATION CHECK [12/2019 - 10/2022] | |
| Radio and display receiver assembly*1 | Refer to REMOVAL [12/2019 - 10/2022] | |
| Radio receiver assembly*2 | Refer to REMOVAL [12/2019 - 10/2022] | |
| "Toyota" app and services are not operating as expected | Proceed to "Confirm Cellular Phone Functionality" | Refer to Confirm Cellular Phone Functionality [12/2019 - 10/2022] |
| Proceed to "Confirm Vehicle Head unit Functionality" | Refer to Confirm Vehicle Head unit Functionality [12/2019 - 10/2022] | |
| Proceed to "App Suite Connect Reset Procedure" in Operation Check | Refer to OPERATION CHECK [12/2019 - 10/2022] | |
| Radio and display receiver assembly*1 | Refer to REMOVAL [12/2019 - 10/2022] | |
| Radio receiver assembly*2 | Refer to REMOVAL [12/2019 - 10/2022] | |
| "Toyota" app voice recognition is not possible (Voice recognition on the audio and visual system*3 or navigation system*4 is normal) | Proceed to "Confirm Cellular Phone Functionality" | Refer to Confirm Cellular Phone Functionality [12/2019 - 10/2022] |
| Proceed to "Confirm Vehicle Head unit Functionality" | Refer to Confirm Vehicle Head unit Functionality [12/2019 - 10/2022] | |
| Proceed to "App Suite Connect Reset Procedure" in Operation Check | Refer to OPERATION CHECK [12/2019 - 10/2022] | |
| Radio and display receiver assembly*1 | Refer to REMOVAL [12/2019 - 10/2022] | |
| Radio receiver assembly*2 | Refer to REMOVAL [12/2019 - 10/2022] | |
| Sound quality of the "Toyota" app function is poor | Check that cellular phone handset volume is turned up | - |
| Check that adequate signal is maintained while the vehicle is being driven | - | |
| Proceed to "Confirm Cellular Phone Functionality" | Refer to Confirm Cellular Phone Functionality [12/2019 - 10/2022] | |
| Proceed to "Confirm Vehicle Head unit Functionality" | Refer to Confirm Vehicle Head unit Functionality [12/2019 - 10/2022] | |
| Proceed to "App Suite Connect Reset Procedure" in Operation Check | Refer to OPERATION CHECK [12/2019 - 10/2022] | |
| Radio and display receiver assembly*1 | Refer to REMOVAL [12/2019 - 10/2022] | |
| Radio receiver assembly*2 | Refer to REMOVAL [12/2019 - 10/2022] | |
| The "Toyota" app (Fleet App) cannot be installed. | Proceed to "UNABLE TO CONNECT TO CALL CENTER" | Refer to UNABLE TO CONNECT TO CALL CENTER [12/2019 - ] |
| Proceed to "DCM Data Signal Circuit between Radio Receiver and DCM"*3 | Refer to DCM Data Signal Circuit between Radio Receiver and DCM [12/2019 - 10/2022] | |
| Proceed to "DCM Data Signal Circuit between Navigation ECU and DCM"*4 | Refer to DCM Data Signal Circuit between Navigation ECU and DCM [12/2019 - 10/2022] | |
| Proceed to "App Suite Connect Reset Procedure" in Operation Check | Refer to OPERATION CHECK [12/2019 - 10/2022] | |
| Radio and display receiver assembly*1 | Refer to REMOVAL [12/2019 - 10/2022] | |
| Radio receiver assembly*2 | Refer to REMOVAL [12/2019 - 10/2022] |
COMMUNICATION BASED VOICE RECOGNITION FUNCTION (W/ NAVIGATION SYSTEM)
| Symptom | Suspected Area | Link |
|---|---|---|
| Does not recognize voice commands performed to contact support center | Check if the connected service is available | - |
| Check if the normal voice recognition function is operating correctly | For 12.3 Inch Display: Refer to PROBLEM SYMPTOMS TABLE [12/2019 - 10/2022] For 8 Inch Display: Refer to PROBLEM SYMPTOMS TABLE [12/2019 - 10/2022] |
|
| Proceed to "Does not Recognize Voice Commands Performed to Contact Support Center" | Refer to Does not Recognize Voice Commands Performed to Contact Support Center [12/2019 - 10/2022] | |
| The microphone button on the keyboard input screen does not become enabled | Check if the connected service is available | - |
| Proceed to "UNABLE TO CONNECT TO CALL CENTER" | Refer to PROBLEM SYMPTOMS TABLE [12/2019 - ] |
- *1: for 8 Inch Display
- *2: for 12.3 Inch Display
- *3: w/o Navigation System
- *4: w/ Navigation System