PROCEDURE
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1. |
CHECK THE CUSTOMER'S CELLULAR PHONE COMPATIBILITY |
(a) 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.
| B | .gif) |
RECOMMEND COMPATIBLE CELLULAR PHONE |
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2. |
CONFIRM CELLULAR PHONE SIGNAL |
(a) 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.)
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3. |
CONFIRM THE ENTUNE APP IS DOWNLOADED TO THE CUSTOMER'S CELLULAR PHONE |
(a) Turn the cellular phone on.
(b) 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 |
| B | |
GO TO STEP 5 |
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4. |
DOWNLOAD ENTUNE APP |
(a) 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.
| B | |
RESET CUSTOMER'S CELLULAR PHONE (REMOVE BATTERY) AND TRY AGAIN |
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5. |
CHECK IF THE CUSTOMER'S ACCOUNT IS VALID AND ACTIVE |
(a) Start the Entune app on the customer's cellular phone.
(b) Sign out of the account (if currently signed in).
(c) 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.
| B | |
GO TO STEP 9 |
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6. |
RECORD ERROR MESSAGES IF PRESENT |
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7. |
CONFIRM THE CUSTOMER'S CELLULAR PHONE WITH A KNOWN GOOD ENTUNE ACCOUNT (e.g. DEALER DEMO ACCOUNT) |
(a) Start the Entune app on the customer's cellular phone.
(b) Sign out of the customer's account (if currently signed in).
(c) 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.
| A | |
CUSTOMER ACCOUNT ISSUE (SIGN OUT OF THE DEALER DEMO ACCOUNT) |
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8. |
CONFIRM ENTUNE SERVICES ARE AVAILABLE |
(a) Start the Entune app on a known good cellular phone.
(b) Sign out of the account (if currently signed in).
(c) Sign in using the dealers demo account information.
Result|
Condition |
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.
| A | |
RESET CUSTOMER'S CELLULAR PHONE (REMOVE BATTERY) AND TRY AGAIN |
| B | |
ENTUNE SERVICES ARE CURRENTLY UNAVAILABLE |
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9. |
CHECK ENTUNE SEARCH FUNCTION ON CUSTOMER'S CELLULAR PHONE |
(a) Sign in to the Entune app on the customer's cellular phone.
(b) Start a search app (e.g. Bing) within the Entune app.
(c) Check that a search can be made.
Result|
Result |
Proceed to |
|---|---|
|
App search is successful |
A |
|
App search is not successful |
B |
| A | |
PROCEED TO NEXT SUSPECTED AREA SHOWN IN PROBLEM SYMPTOMS TABLE |
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10. |
RECORD ERROR MESSAGES IF PRESENT |
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11. |
CHECK ENTUNE SEARCH FUNCTION ON KNOWN GOOD CELLULAR PHONE |
(a) Sign in to the Entune app on a known good cellular phone.
(b) Start a search app (e.g. Bing) within the Entune app.
(c) 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.
| A | |
RESET CUSTOMER'S CELLULAR PHONE (REMOVE BATTERY) AND TRY AGAIN |
| B | |
RESET KNOWN GOOD CELLULAR PHONE (REMOVE BATTERY) AND TRY AGAIN |
