Customer Problem Analysis Check [12/2019 - 11/2023]
HINT:
Be sure to ask the customer in detail about the following points concerning the vehicle operating conditions, environment and problem, and then check for DTCs.
- If the entry lock/unlock function does not operate for all doors.
- If the entry lock function does not operate.
- If the entry unlock function does not operate.
- If both the entry lock and unlock functions do not operate.
- If the wireless lock and unlock functions do not operate.
- If the power source mode does not change even though the ignition switch was pressed (does not change to ACC).
- If the hybrid control system cannot be started with the push-button start function.*1
- If the engine cannot be started with the push-button start function.*2
- If a hybrid control system start was attempted by holding the electrical key transmitter sub-assembly near the ignition switch and then pressing the ignition switch.*1
- If an engine start was attempted by holding the electrical key transmitter sub-assembly near the ignition switch and then pressing the ignition switch.*2
- If the warning buzzers inside the vehicle do not sound.
- If the warning buzzers outside the vehicle do not sound.
- If the steering wheel does not unlock.
- Any other details concerning the problem.
- *1: for HV Model
- *2: for Gasoline Model
HINT:
If it is suspected that wave interference is likely, be sure to ask the customer in detail about the following points concerning the vehicle operating conditions, environment and problem.
- Specific locations where the system does not operate (such as near TV towers, large video displays, wireless garage door opener systems, wireless security cameras, home security systems, etc.).
- Specific times when the system does not operate: If the symptoms occurred immediately after purchase or only recently. If the symptoms occurred when the electrical key transmitter sub-assembly was near the vehicle (electrical key antenna).
- If the system does not operate only when near specific vehicles (there may be wave interference from the wireless systems of other vehicles).
- If the system operates intermittently.
- If the electrical key transmitter sub-assembly is bundled together with other items.
- If the electrical key transmitter sub-assembly is carried together with other electronic devices, such as cell phones, personal computers, portable music players, other electrical key transmitter sub-assemblies, etc. (make sure to keep the electrical key transmitter sub-assembly at least 0.1 m (0.328 ft.) away from such items).
- Where the electrical key transmitter sub-assembly is being kept when not in use: If the electrical key transmitter sub-assembly is being placed within 1 m (3.28 ft.) of items such as TVs, DVD recorders, induction cookers, rice cookers, dishwashers, modems, cell phones, personal computers, microwave ovens, desk or floor lamps, cordless telephones, etc.
- If there are electronic devices that transmit radio waves placed in the vehicle.
- When the transmitter battery was last replaced. The transmitter battery capacity can be approximated using the Key Low Battery Data List item.
- If the customer installed any optional components (theft deterrent devices, wireless fog lights, etc.) to the vehicle.