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Diagnosis of Bluetooth® Connectivity Complaints

Applicable Vehicles:

2007 – 2015 Camry
2004 – 2015 Highlander
2007 – 2015 Tundra
2009 – 2014 Matrix
2004 – 2011 and 2013 – 2015 Land Cruiser
2006 – 2015 Sequoia
2009 – 2015 Rav4
2010 and 2012 – 2015 Prius PHV
2009 – 2015 Tacoma
2012 – 2015 Prius C
2007 – 2015 Camry Hybrid
2012 – 2014 Rav4 EV
2011 – 2014 FJ Cruiser
2004 – 2015 Prius
2006 – 2015 Sienna
2013 – 2015 Avalon Hybrid
2012 – 2015 Prius V
2006 – 2015 4Runner
2009 – 2015 Avalon
2009 – 2015 Venza
2013 – 2015 Yaris
2006 – 2008 and 2010 Solara
2006 – 2015 Highlander Hybrid
2009 – 2015 Corolla

Condition:

Some customers may encounter Bluetooth connectivity concerns such as:

  • Difficulty to pair the phone.
  • Intermittent Bluetooth failure to connect to the vehicle when first turning on the vehicle.
  • Various Bluetooth Audio functions are no longer functioning with customer’s phone such as ability to change the track using the steering wheel controls.

These concerns can be caused by changes made on the customer’s phone. Make sure to inquire with
the customer if the connectivity concerns occurred after receiving an operating system update on their
phone or they have restored their phone data/settings recently.

Recommendations:

  • Check for Tech Tips and TSBs which may address certain Bluetooth concerns with the vehicle’s multimedia system.
  • Confirm known good phone in customer’s vehicle. If known good phone experiences the same condition the vehicle system should be diagnosed using the vehicle’s repair manual.
  • If known good phone does not experience the condition in the customer’s vehicle no repair should be attempted to the vehicle. The following steps can be performed to resolve the most common phone side issues.
    • Confirm if phone has been tested for phone compatibility by going to TIS homepage and Clicking on Toyota Bluetooth Compatibility Information link under Service Resources. If the phone did not pass compatibility testing for the customer’s concern please explain the phone’s limitation to the customer.
    • Disable and re-enable Bluetooth on the phone.
    • Perform “Delete all personal data” on navigation/display audio equipped vehicles.
    • Delete all Bluetooth paired devices on the customer’s phone.
    • Soft reset customer’s phone or pull the battery out of the phone.
  • If the condition continues to occur only with the customer’s phone then the next step is recommended before handset replacement. The customer should do this themselves as it will cause data loss on Android and full system reset on Apple devices. Customer should first backup their phone and data before proceeding.
  • For iOS 7.0 and later, the customer can go to Settings, General, Choose ‘Reset all Settings’
  • For most Android phones, the customer can go to Settings, Backup and reset, ‘Factory data reset’.
  • Customer should first try Bluetooth operation before restoring their phone. If Bluetooth issues are resolved then some software setting or program was causing the concern. If condition is not resolved then the customer should contact the phone carrier or phone manufacturer for support.

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