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TROUBLESHOOTING GUIDE

This troubleshooting guide can help you resolve common issues with connecting your phone. For a help guide tailored to your exact phone and in car system model, please look up your device in the Connectivity Centre, where you will find the help guide for your phone model.

General Help

Why won't my phone connect to my vehicle?
  • Make sure the phone you want to use is compatible. Use the Bluetooth Connectivity center to look up your phone and check its performance. Very occasionally a phone will not be compatible with your car system. More frequently you may find certain functions are not supported. The list of supported functions is displayed for most popular phones in the Bluetooth connectivity center. After finding a phone, select 'More Info' for a detailed list of functions and view a help guide.
How can I reset the Bluetooth connection on my vehicle?
  • Complete the following steps to reset the Bluetooth connection: Open the Bluetooth menu on the vehicle system . Select 'Forget' or 'Delete' the phone(s) from the list of Bluetooth devices stored in the vehicle system. Pair the car and your device again. For detailed help use the Bluetooth Connectivity centre to look up your phone. Select 'More Info' to access the quick help guide. You will find exact instructions tailored for your phone model and vehicle system.
What is the difference between pairing & connecting?
  • Several phones can be paired to your car system at any time. Only previously paired devices can be connected. But at any time, only one phone can be connected to use hands free calling features. By default your in car system will attempt to connect to the most recently used phone.
Why won't my phone connect and stay connected?
  • If you are experiencing connection issues or connections are dropped after connection, make sure the devices are are close as possible. Phones will connect more reliably when close to the in car system. You should also ensure there are no obstructions between the phone and car, and pairing issues can also occur if the phone is in a pocket or bag. Proximity is particularly important when it comes to pairing.
What are the steps to make a successful connection?
  • Make sure Bluetooth is turned on.You should see the Bluetooth symbol displayed on your phone’s screen. If you don’t see it, go into the phone settings to enable it.
  • Turn on discoverable mode.Go into your phone’s settings and tap on Bluetooth; doing so makes the phone visible to the car. Then search for your car from your phone or use the buttons on your car's infotainment system to search for the device. Detailed instructions for your phone can be found on this Bluetooth compatiility website. Find your phone then follow the help guide steps by clicking 'More info'.
  • Make sure the phone and car system are in close enough proximity to one another. You should make sure the devices you're trying to pair are within 1.5 meters of one other, and there are no objects or persons between the devices.
  • Power the devices off and back on. Restarting both the phone and car (soft reset) can often resolve issues. Restarting the device regularly will also clear temporary files in memory and keep your phone running at its best.
  • Remove old Bluetooth connections If you're having trouble pairing, it could be because the connection is trying to connect to a previously used device. Some Bluetooth devices try to reconnect with the last peripheral they were paired with. If a Bluetooth phone or car system was previously paired with a different device, and if it's in range, turn off Bluetooth or turn the device off. If you are no longer need the phone connected, unpair it from your car system to prevent future issues. In iOS settings, you can remove a device by tapping on its name and then 'Forget this Device'. In Android settings, Bluetooth, tap on a device’s name, then select 'Unpair'.
  • Delete a device from a phone and rediscover it.If your phone sees the car system but doesn't seem to be receiving data from it, sometimes it can help to start pairing again.  In iOS settings, you can remove a device by tapping on its name and then 'Forget this Device'. In Android settings, Bluetooth, tap on a device’s name, then select 'Unpair'.
  • Update the phone’s firmware. Most phones are regularly updated with new versions of Android or iOS. These updates will often improve performance and Bluetooth connectivity. If you’re not sure how to get the latest version, check the manual or contact the phone manufacturer.
  • Reset Network settings (Android only). Sometimes apps will cause unstable Bluetooth operation. Resetting the network settings can quickly remove all previous settings so you can begin again. Please note: All previous connections will be lost, including Wi-Fi! On your Android device: To reset, go to Settings, system > Advanced > Reset Options > Reset Wi-Fi, mobile & Bluetooth
Where should the phone be located?
  • If your phone will not connect to your car via Bluetooth, and it is located some way from the in car system, bring it closer and remove any obstructions between the two devices.
How can I fix connection issues?
  • If you find that Bluetooth will not connect, try these tips to get your phone and vehicle connected.
  • Restart your phone and vehicle.
  • On your phone, check for the Bluetooth symbol . If you don't see it, turn Bluetooth on and/or set to 'Discoverable' while pairing. Make sure that the vehicle is marked as a 'trusted' device.
  • Turn off Bluetooth (if on), then turn it on again.
  • Remove the pairing between your phone and vehicle, then pair them again.
What are the steps to successful pairing?
  • A quick pairing guide for most popular phones is available in the Connectivity Centre. The basic process for most phones is as follows. Ensure your phone and car system are switched on and Bluetooth® is on." In the Bluetooth® menu of your phone, select  Search forBluetooth® Devices. Select the name of your vehicle displayed on your phone.  Follow the instructions on your device to confirm the passkey displayed. Press OK or Pair to complete pairing. The contact download may take a few minutes. Read and accept any popups that appear. Be sure to allow access for phonebook download and auto connection on your phone.
How do I know when my Bluetooth Phone is connected to the car?
  • Once your phone is connected to the vehcle, a Bluetooth logo or icon will be displayed on your mobile device and on the vehicle.

Help with Android and Android Auto

What are the steps to a successful phone connection?
  • If you’re having pairing or connection problems in your car, here are some of the most common reasons that your Bluetooth device won't connect:
    1) Check the Connectivity Centre to ensure that your phone is compatible.
    2) Place your phone close to the in car system, especially when pairing and ensure there are no obstructions between them.
    3) Check to make sure that your Bluetooth phone and the car system are switched on with adequate power remaining.
    4) Make sure that your phone and the car system have Bluetooth enabled and are ready to pair.
    5) Remove any sources of interference, for example other nearby Bluetooth or Wi-Fi devices.
    6) Turn the devices off and back on again.
Why is connection not reliable on my phone running Android 9.0 'Pie' ?
  • An issue has been identified with devices running Android 9 (Pie) which exhibit unreliable connection with the vehicle system in some cases. We are working with Google to address these issues. Please ensure your Android 9 device is running the latest firmware version to maximize compatibility.
Why, when using the Amazon Music app to stream music in the car, are the repeat and shuffle buttons on the car not available?
  • This issue has been observed with certain specific phone models with the Amazon Music app installed. Please check for an updated version of the Amazon Music app.
Why is no call audio heard on the car system if the phone reconnects to the car while in an active call?
  • This issue is seen with certain specific phone models. Please check and update phone software. If the issue persists, while vehicle is stationary, on the phone please switch the call to privacy mode and back to handsfree mode. Audio should now be heard on the car speakers.
When receiving a WhatsApp message on Android Auto, why does the vehicle not notify that a new message has been received?
  • Please check all permissions for WhatsApp are allowed in Android Auto. On the phone go to 'Settings' > 'Apps' > 'Android Auto' and select 'Permissions'. Make sure that WhatsApp permissions are checked. Turn the car off and unplug the USB cable. Reconnect the USB cable, start the car, and start Android Auto.
Why does music not resume automatically after ending a call?
  • This issue occurs on certain specific phone models. The user should manually restart music media playback form the car system.
Why are contact names not displayed, only their telephone numbers, when accessing recent calls?
  • Turn the car ignition off and allow the phone to disconnect Bluetooth connection. Turn the car ignition on, allow the phone to reconnect and the contact names should be displayed.
When using the Spotify app to stream music in the car, the rewind, forward, repeat and shuffle buttons on the car are not available. Additionally the track count may always display '1 of 1'.
  • This issue has been observed with certain specific phone models with the Spotify app installed. The issue may have been addressed with a phone software update, please check you have the latest Android version. Please also check for any updated version of the Spotify app.
When making calls of ten minutes or longer, why does the phone momentarily disconnect from the car?
  • This is a known issue with some specific phone models, please check for an updated Android version for your phone. If the issue persists please contact your dealer for further assistance.
Why does my phone not automatically reconnect to the car system?
  • This is a known issue with some specific phone models, please check for an updated Android version for your phone. Manually reconnect the phone in Bluetooth settings and selecting the car system from the phone's Bluetooth paired device list. If the issue persists please contact your dealer for further assistance.
Why doesn't Android Auto launch on the car system when connecting the phone via USB?
  • Check you have the latest Android Auto app installed on your phone. Disconnect the USB cable. Turn the car off and back on again. Reconnect the USB cable and the Android Auto should now launch.
How to clear the Bluetooth Cache to improve performance
  • If you're experiencing problems connecting your Android device over Bluetooth, try clearing your Bluetooth cache. To do this, follow the below steps:
    1. Open Settings.
    2. Go to 'Apps and Notifications' or 'Application Manager', depending on the Android version of your phone.
    3. Ensure system apps are shown by tapping menu in the top right and choosing ‘Show system' apps.
    4. Scroll down the list and select Bluetooth. Then tap 'Force Stop'. Then tap on 'Storage' and then 'Clear Cache'.
    5. Do the same thing for the any system apps called ‘Bluetooth xx’ and/or ‘Bluetooth MIDI Services’ (if shown) (Again 'Force Stop' and then select 'Storage' and then 'Clear Cache').
    6. Go back to device settings and turn Bluetooth off and then back on.
    7. Once completed, restart your phone."
Which phones support Android Auto™?
  • Android phones running 5.0 Lollipop or higher should support Android Auto (if avaiable in your car). However, it is recommended to check and update to the latest version of Android operating system. Please also visit https://www.android.com/auto for more information regarding Android Auto.

Help with Apple iPhone and Apple CarPlay

Why are contact photos from my phonebook not displayed on the car system?
  • There is a known issue with contact photo display on early versions of iOS 13. The issue is fixed in latest versions of iOS 13. Please update to the latest iOS version available. Contact photos may take some time to download to the car, especially if there are a large number of contacts in the phonebook on the phone. The phonebook contact names and numbers transfer first, while contact photos continue in the background.
Why doesn't the phone connect in hands free mode to the car system, but Bluetooth media and music streaming works normally?
  • There is a known issue handsfree connection on initial versions of iOS 13. The handsfree call will establish after waiting for one minute. The issue is fixed in latest versions of iOS 13. Please update to the latest iOS version.
Why is the phone ringtone quiet when receiving an incoming call?
  • This is a known issue with iOS. Disconnecting and reconnecting the phone, or turning the car ignition off and back on should resolve the issue. Please ensure your phone is updated to the latest iOS version.
When using Apple Car Play to accept an incoming call, why is the call audio sometimes not heard on the car system?
  • This is a known issue. After accepting the call, ensure the vehicle is stationary, switch the call to privacy on the phone and back to hands free, and audio will be restored. If the issue persists please contact your dealer for further assistance.
After starting inControl, why is the InControl app menu not functional and items can not be selected?
  • Please install the latest version of InControl for iPhone iOS13 from the Apple App Store.
Why does the call audio remain on the Apple iPhone when I dial using the phone in the car?
  • When calls are dialled on the Apple iPhone rather than using the vehicle touch screen, the call audio may remain on the phone speaker by default, even when connected to the car. If you prefer to have calls on the car when dialling using the Apple iPhone you can change the default behaviour. On the iPhone go to Settings > Accessibility > Touch, and change ‘Call Audio Routing’ from ‘Automatic’ to ‘Bluetooth Headset’. For more detailed instructions please refer to the iPhone user guide. Please note that the use of a mobile phone while driving is prohibited by law in most countries.
Which phones support Apple CarPlay™?
  • Apple CarPlay is supported on Apple iPhone 5 models and later. It is recommended to update your Apple device to the latest released iOS. Please visit http://www.apple.com/ios/carplay for more information regarding Apple CarPlay.