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Confirm Cellular Phone Functionality [08/2015 - 08/2019]: Procedure

  1. CHECK THE CUSTOMER'S CELLULAR PHONE COMPATIBILITY 
    1. Go to TIS "Bluetooth" Compatibility Portal and check if the cellular phone is compatible.
      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

  2. CONFIRM CELLULAR PHONE SIGNAL 
    1. A 3G or higher connection is required for proper Entune 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 services.)

    Result: 

    NEXT 

    See step  3

  3. CONFIRM THE ENTUNE APP IS DOWNLOADED TO THE CUSTOMER'S CELLULAR PHONE 
    1. Turn the cellular phone on.
    2. Check that the Entune app has been downloaded.
      RESULT

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

    Result: 

    B 

    See step  5

    Result: 

    A 

    See step  4

  4. DOWNLOAD ENTUNE APP 
    1. Download the Entune app.
      RESULT

      Result Proceed to
      App downloaded successfully A
      App did not download successfully B

      HINT: 

      Contact the service provider or cellular phone manufacturer if assistance is required for downloading the Entune 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

  5. CHECK IF THE CUSTOMER'S ACCOUNT IS VALID AND ACTIVE 
    1. Start the Entune 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 successful A
      Sign in to app is not 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

  6. RECORD ERROR MESSAGES IF PRESENT 

    Result: 

    NEXT 

    See step  7

  7. CONFIRM THE CUSTOMER'S CELLULAR PHONE WITH A KNOWN GOOD ENTUNE ACCOUNT (e.g. DEALER DEMO ACCOUNT) 
    1. Start the Entune 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 account (e.g. dealer demo account).
      RESULT

      Result Proceed to
      Sign in using demo account is successful A
      Sign in using demo account is not 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 dealer demo account on the customer's cellular phone.
      • If sign in using a demo account is successful, the customer's account has a problem. Instruct the customer to visit www.toyota.com/entune or contact Entune customer support for account status verification.

    Result: 

    A 

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

    Result: 

    B 

    See step  8

  8. CONFIRM ENTUNE SERVICES ARE AVAILABLE 
    1. Start the Entune app on a known good cellular phone.
    2. Sign out of the account (if currently signed in).
    3. Sign in using the dealers demo account information.
      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 SERVICES ARE CURRENTLY UNAVAILABLE 

  9. CHECK ENTUNE SEARCH FUNCTION ON CUSTOMER'S CELLULAR PHONE 
    1. Sign in to the Entune app on the customer's cellular phone.
    2. Start a search app (e.g. Bing) within the Entune app.
    3. Check that a search can be made.
      RESULT

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

    Result: 

    A 

    PROCEED TO NEXT SUSPECTED AREA SHOWN IN PROBLEM SYMPTOMS TABLE 

    (Refer to PROBLEM SYMPTOMS TABLE [08/2015 - 08/2017] , or refer to PROBLEM SYMPTOMS TABLE [08/2017 - 08/2019] )

    Result: 

    B 

    See step  10

  10. RECORD ERROR MESSAGES IF PRESENT 

    Result: 

    NEXT 

    See step  11

  11. CHECK ENTUNE SEARCH FUNCTION ON KNOWN GOOD CELLULAR PHONE 
    1. Sign in to the Entune app on a known good cellular phone.
    2. Start a search app (e.g. Bing) within the Entune 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 

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