PROCEDURE |
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 |
 | RECOMMEND COMPATIBLE CELLULAR PHONE |
|
A |
 | |
| 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.)
|
NEXT | |
| |
| 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 |
|
A | |
| |
(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 |
|
A | |
| |
| 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 |
|
A | |
| |
| 6. |
RECORD ERROR MESSAGES IF PRESENT |
|
NEXT | |
| |
| 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) |
|
B | |
| |
| 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 |
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.
| A |
| RESET CUSTOMER'S CELLULAR PHONE (REMOVE BATTERY) AND TRY AGAIN |
| B |
| ENTUNE SERVICES ARE CURRENTLY UNAVAILABLE |
| 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 |
|
B | |
| |
| 10. |
RECORD ERROR MESSAGES IF PRESENT |
|
NEXT | |
| |
| 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 | | 
