Diagnosis of Bluetooth Connectivity Complaints
This bulletin applies to a host of Toyota vehicles, including 2016-2020 Mirai; 2018-2020 C-HR; 2004-2011, 2013-2020 Land Cruiser; 2010, 2012-2015 Prius PHV; 2012-2018 Prius V; 2017-2018 iM; 2009-2014 Matrix; 2007-2020 Tundra; 2020 Corolla HV; 2009-2020 RAV4; 2019-2020 Corolla Hatchback; and 2011-2014 FJ Cruiser.
Also 2016-2020 RAV4 HV; 2007-2020 Camry HV; 2012-2020 Prius C; 2020 Yaris SD MEX-Prod; 2006-2020 Sienna; 2020 Supra; 2007-2020 Camry; 2004-2020 Prius; 2009-2020 Avalon; 2020 Yaris HB MEX-Prod; 2013-2020 Avalon HV; 2004-2020 Highlander; 2013-2019 Yaris; 2017-2020 86; 2006-2020 Highlander HV; 2009-2020 Tacoma; 2006-2020 4Runner; 2009-2016 Venza; 2017-2020 Prius Prime; 2017-2018 iA; 2009-2020 Corolla; 2006-2020 Sequoia; and 2012-2014 RAV4 EV.
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 if they have restored their phone data/settings recently.
Check for Tech Tips and TSBs which may address certain Bluetooth concerns with the vehicle's multimedia system.
Confirm with a known good phone in the customer's vehicle. If the known good phone experiences the same condition, the vehicle system should be diagnosed using the vehicle's repair manual.
If the 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.
1. Confirm if the 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.
2. Disable and re-enable Bluetooth on the phone.
3. Perform "Delete all personal data" on navigation/display audio equipped vehicles.
4. Delete all Bluetooth paired devices on the customer's phone.
5. Soft reset the 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 steps are recommended before handset replacement. The customer should do this themselves as this will cause their customizations/network connections to be lost.
For iOS 7.0 and later, the customer can go to Settings, General, Reset. Choose "Reset all Settings"
For most Android devices running 6.0 and later the customer can go to Settings, Backup and reset, "Reset settings." For older devices which do not have this option you will have to skip this step.
For newer Samsung phones the settings screen is divided into Tabs. The customer can go to Settings, scroll right over to the Personal tab, choose Backup and reset, then "Reset settings."
If the condition continues to occur only with the customer's phone, then the only step left before handset replacement is full system reset. The customer should do this themselves as it will cause data full loss on both Android and Apple devices. The customer should first backup their phone and data before proceeding.
For iOS 8.0 and later, the customer can go to Settings, General, Reset. Choose "Erase all Content and Settings."
For most Android phones, the customer can go to Settings, Backup and reset, "Factory data reset."
For newer Samsung phones the settings screen is divided into Tabs. The customer can go to Settings, scroll right over to the Personal tab, choose Backup and reset, then "Factory data reset."
The 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 the condition is not resolved, then the customer should contact the phone carrier or phone manufacturer for support.