HandsFreeLink(R) - System Troubleshootiing
Troubleshooting a Client's HandsFreeLink System ComplaintNOTE:
This article applies to '05-06 MDXs, '05-06 RLs, '04-06 TLs, and '06 TSXs. One of the cool features that reminds us we're now living in the 21st century is Acura's HandsFreeLink (HFL) system. With a compatible Bluetooth cell phone, you can place and receive calls while driving and never have to take your hands off the steering wheel.
As with any new, cutting-edge technology, though, it comes with a price. The HFL system can be a real challenge to troubleshoot and repair. HFL system problems are complicated by the fact that it's only one part of a much bigger system. You're not just dealing with the HFL system in the vehicle, but also your service client's phone, the navigation system (if so equipped), and even how your client interacts with the system (some problems simply stem from "pilot error"). And something else you need to keep in mind, the HFL system uses the phone to provide hands-free operation; it does nothing to step up phone performance. Any problems with static, poor signal strength, poor sound quality, or dropped calls are the phone's doings and not something you can fix by tinkering with the HFL system. Here are some basic tips you can use to help get you off to a good start troubleshooting a client's HFL system complaint.
Before You Start
If your client calls ahead for an appointment, try to make it a waiter. This way, you've got both your client and the phone right there in your shop so you can get all the facts first-hand and check out the phone's functions.
If your client can't stick around your shop or won't leave the phone with you, then you'll need to find a compatible Bluetooth phone to troubleshoot with. But consider this, your client's phone could have some specific functional quirks that won't show up on the one you're using. Make sure your client understands this if he or she won't leave you the phone or can't stay long enough to demonstrate his or her concerns.
Talk to Your Client to Get the Facts
If you can have a one-on-one with your client, get as much info as you can about the complaint. Specific info on where and when the problem happens is key to successful troubleshooting. This info will also help you determine if the HFL system is causing the problem or if something else might be the culprit.
Some clients may not be tuned into all this new technology stuff and could need your help. If you can, watch how your client uses the phone with the HFL system. Make sure he or she is using the right commands and steps called out in the vehicle's O/M. If the problem involves dialing a point-of-interest (P0I) phone number in the navigation system, refer to the navigation system O/M.
Write down the phone's make, model number, passwords, phone name, and service provider. If the problem involved the navigation system, get the P0I phone number your client was trying to dial.
Make sure you're working with a Bluetooth model phone with an approved Hands Free profile. Go to www.acurahandsfreelink.com for a complete list of approved phones. This website also has pairing instructions for each listed phone. Print out a copy of the pairing instructions for the model you're working on, and keep it handy. Make sure your client's service provider account is active. An easy way to tell is to try making a local call with just the phone. If the call goes through, the account is good. If you're having trouble connecting to the AcuraLink server (in vehicles so equipped), make sure your client has data activated on the account, too. Remember, any problems making or receiving calls with just the phone is a phone problem.
Do a Function Check
Make sure the HFL system and the phone are powered up and the phone's battery level is good. A low battery level can cause functional issues in some phones. If the battery level is low, connect a battery charger to the phone.
Make sure the phone isn't set to a power saver mode. This could be set up in one of the menus and, if it is, the phone might not work with the HFL system.
Check the phone's signal strength. A weak signal could hamper its ability to make or receive calls or affect the sound quality during a call. If you're dealing with a weak signal, park the vehicle outside for better reception.
Try Duplicating the Problem
Using the info you gathered from your client, try duplicating the problem. Then refer to the troubleshooting info in section 22 of the appropriate S/M. (Online, enter the keyword HFL, and select from the list.). If you need help, call the HFL Customer Support Line.