Confirm Cellular Phone Functionality [12/2015 - 11/2017]: Procedure

1. Check if the cellular phone is compatible (Refer to http://www.toyota.com/entune/).
   RESULT
   
   

   Result	Proceed to
   Cellular phone is compatible	A
   Cellular phone is not compatible	B

   HINT: 

   It is important to check the cellular phone compatibility charts carefully:

   • Some apps may only work on cellular phones.
   • Some apps may only work when paired to a vehicle.
   • Some cellular phones do not support all features.

Result: 

B 

RECOMMEND COMPATIBLE CELLULAR PHONE 

Result: 

A 

See step  2

1. A 3G or higher connection is required for proper Entune App Suite functionality. If a 3G or higher connection is not available, some applications may not function properly. ("Wi-Fi" is not an approved connection for Entune App Suite services.)

Result: 

NEXT 

See step  3

1. Turn the cellular phone on.
2. Check that the Entune App Suite app has been downloaded.
   RESULT
   
   

   Result	Proceed to
   Entune App Suite app has not been downloaded	A
   Entune App Suite app has been downloaded	B

Result: 

B 

See step  5

Result: 

A 

See step  4

1. Download the Entune App Suite app.
   RESULT
   
   

   Result	Proceed to
   Entune App Suite app downloaded successfully	A
   Entune App Suite app was not downloaded successfully	B

   HINT: 

   Contact the service provider or cellular phone manufacturer if assistance is required for downloading the Entune App Suite app or resetting the customer's cellular phone.

Result: 

B 

RESET CUSTOMER'S CELLULAR PHONE (REMOVE BATTERY) AND TRY AGAIN 

Result: 

A 

See step  5

1. Start the Entune App Suite app on the customer's cellular phone.
2. Sign out of the account (if currently signed in).
3. Sign in using the customer's account information.
   RESULT
   
   

   Result	Proceed to
   Sign in to app is not successful	A
   Sign in to app is successful	B

   HINT: 

   The purpose of signing out of the account and then signing back in is to ensure that the correct account is used.

Result: 

B 

See step  9

Result: 

A 

See step  6

Result: 

NEXT 

See step  7

1. Start the Entune App Suite app on the customer's cellular phone.
2. Sign out of the customer's account (if currently signed in).
3. Sign in using a known good Entune App Suite account (e.g. dealer demo account).
   RESULT
   
   

   Result	Proceed to
   Sign in using known good account is not successful	A
   Sign in using known good account is successful	B

   HINT: 

   • The purpose of signing out of the account and then signing back in is to ensure that the correct account is used.
   • Upon completion of this procedure, be sure to sign out of the known good account on the customer's cellular phone.
   • If sign in using a known good account is successful, the customer's account has a problem. Instruct the customer to visit http://www.toyota.com/entune/ or contact Entune App Suite customer support for account status verification.

Result: 

B 

CUSTOMER ACCOUNT ISSUE (SIGN OUT OF THE DEALER DEMO ACCOUNT) 

Result: 

A 

See step  8

1. Start the Entune App Suite app on a known good cellular phone.
2. Sign out of the account (if currently signed in).
3. Sign in using a known good Entune App Suite account (e.g. dealer demo account).
   RESULT
   
   

   Result	Proceed to
   Sign in to app is successful	A
   Sign in to app is not successful	B

   HINT: 

   Contact the service provider or cellular phone manufacturer if assistance is required for resetting the customer's cellular phone.

Result: 

A 

RESET CUSTOMER'S CELLULAR PHONE (REMOVE BATTERY) AND TRY AGAIN 

Result: 

B 

ENTUNE APP SUITE SERVICES ARE CURRENTLY UNAVAILABLE 

1. Sign in to the Entune App Suite app on the customer's cellular phone.
2. Start a search app (e.g. Bing or local search) within the Entune App Suite app.
3. Check that a search can be made.
   RESULT
   
   

   Result	Proceed to
   App search is not successful	A
   App search is successful	B

Result: 

B 

PROCEED TO NEXT SUSPECTED AREA SHOWN IN PROBLEM SYMPTOMS TABLE 

(Refer to PROBLEM SYMPTOMS TABLE [12/2015 - 08/2016] Refer to PROBLEM SYMPTOMS TABLE [08/2016 - 11/2017] )

Result: 

A 

See step  10

Result: 

NEXT 

See step  11

1. Sign in to the Entune App Suite app on a known good cellular phone.
2. Start a search app (e.g. Bing or local search) within the Entune App Suite app.
3. Check that a search can be made.
   RESULT
   
   

   Result	Proceed to
   App search is successful	A
   App search is not successful	B

   HINT: 

   Contact the service provider or cellular phone manufacturer if assistance is required for resetting the customer's cellular phone or known good cellular phone.

Result: 

A 

RESET CUSTOMER'S CELLULAR PHONE (REMOVE BATTERY) AND TRY AGAIN 

Result: 

B 

RESET KNOWN GOOD CELLULAR PHONE (REMOVE BATTERY) AND TRY AGAIN