Part 3
How to Troubleshoot the HandsFreeLink System
Dropped Calls
Clients may perceive dropped calls as being an HFL system fault, but most dropped calls are resultant from cell phone and cell phone carrier issues. The HFL system does not directly handle the cell phone signal. It allows the cell phones to transmit the cell phone audio over the vehicle's audio system.
Many dropped calls issues can be resolved by changing the client's phone settings. For help on approved HFL settings, call the Acura's dedicated call center at 888-528-7876, or go on-line to www.acura.com/handsfreelink.
Always confirm with the client if the number of dropped calls is higher while using the HFL system as opposed to using the cell phone only. Clients often confuse problems with their phone or carrier as a problem with the HFL system. The HFL system cannot control or determine:
- Cellular connection quality
- Signal strength
- Cellular coverage
- Ambient weather conditions that affect cellular signals
When a client complains about dropped calls, ask questions about when or where the calls are dropped, such as:
- Do you drive the same route on a regular basis?
- Does the call drop in the same location?
- Where do you keep your cell phone?
- Have you compared the number of dropped calls using the HFL versus making calls from the handset?
- Does your cell phone have an antenna that needs to be extended?
Many reasons for a dropped call are not related to the HFL system. Here are some causes for dropped calls:
- If the quantity of dropped calls is about the same when the client uses the HFL system versus the handset, the issue is likely due to the cell phone or the carrier.
- If the cell phone is equipped with a retractable antenna, it needs to be extended to maximize signal strength.
- If a client also notices that the calls tend to drop in the same areas, the HFL system may be operating normally, but something about the area diminishes cellular coverage to a point where the call drops.
- Hills or mountains can block or interfere with cellular signals.
- High-rise buildings, bridges, or other large structures may block or interfere with cellular signals.
- Placing the cell phone in a purse, in a metal briefcase, under the seat, in the glove box, or in the trunk can all affect signal reception.
- There are coverage gaps in the cellular service. When driving, a call is typically passed from one tower to another. If the client drives through an area where there is a coverage gap between towers, the call drops.
- Electrical storms, heavy rain, or overcast conditions interfere with signal strength.
- The cell phone battery's state of change can affect signal reception. A low battery may reduce the cell phone's ability to boost the antenna's power and function properly, especially in low signal strength areas. Some cell phone manufacturers trade off signal transmission and reception strength for battery life. As the battery weakens, the signal strength may also weaken. Some cell phones may operate more effectively than others in low signal strength areas, especially with a partially charged battery, and depending on whether or not the retractable antenna is fully extended (if applicable). On these models, make sure the antenna is always extended to maximize signal strength and extend battery life.
Phone will not Automatically Connect the HFL
Call the Acura's dedicated call center at 888-528-7876 after you have duplicated the problem.
If a client complains that their cell phone is not automatically connecting to the HFL system when they enter the vehicle, do this:
1. Make sure the Bluetooth feature is turned on in the cell phone.
2. Make sure the cell phone is properly paired to the HFL system.
3. Do a soft reset to the cell phone.
4. Check if the cell phone has an Authorized Connection or Trusted option.
5. Check the battery and signal strength on the cell phone. Pairing a phone requires optimal signal strength and a nearly full battery.
Incoming Calls
Call the Acura's dedicated call center at 888-528-7876 after you have duplicated the problem.
If a client complains that they cannot receive incoming calls through the HFL system, see if the call is routing to the cell phone instead of the HFL system. An easy way to know if the call is routed to the cell phone is when the client says, "I can't hear the caller, but they can hear me."
1. Make sure the Bluetooth feature is turned on in the cell phone.
2. Make sure the cell phone is paired to the HFL system and linked.
3. Make sure the answer settings in the cell phone are set to multi-key or any-key answer. If the cell phone is set to flip-open to answer, recommend changing the setting to Any Key or leaving the cell phone flipped open when using the HFL system.
4. Make sure the Audio Answer feature is turned off in the cell phone.
5. Do a soft reset to the cell phone.
6. Make sure the battery is fully charged and there is adequate signal strength.
7. Ask the client if they have set specific ring tones or ringer IDs to specific contacts. If they have, recommend returning them to a standard ring tone for all calls.
8. Make sure the client is pressing the PICK-UP button (A) or the HFL TALK button (B) and not the HANG-UP button (C), the HFL BACK button (D), the TALK button (E), or the BACK button (F).
Outgoing Calls
Call the Acura's dedicated call center at 888-528-7876 after you have duplicated the problem.
If a client says that they cannot place a call using the HFL system, ask if the call was initiated through the HFL system or the cell phone itself.
If the call is placed by the HFL system:
1. Make sure the Bluetooth feature is turned on in the cell phone.
2. Make sure the cell phone is paired to the HFL system and linked.
3. Make sure the client is pressing the TALK button (A) or the HFL TALK button (B) before each command and going through the calling process correctly.
4. Make sure the client is pressing the PICK-UP button (C) or the HFL TALK button and not the HANG-UP button (D), the HFL BACK button (E), the TALK button, or the BACK button (F).
5. Check if the cell phone has an Authorized Connections or Trusted option.
6. Do a soft reset to the cell phone.
If the call is placed by the cell phone:
- With navigation; The call will remain on the handset until you transfer it over to the HFL system. To continue the call on the HFL system, you must use the Transfer command by selecting "Transfer." The client can now continue the call using the HFL system.
- Without navigation; By default calls made from the handset will transfer to the HFL system. If Auto-transfer is turned "off" calls will remain on handset. To continue or the HFL system, press the HFL TALK button and say "Transfer."
Clearing the HFL System
With Navigation
The commands for deleting a cell phone can either be selected using the interface dial or by using the voice recognition system (use the TALK and the BACK buttons).
NOTE: The entire HFL system cannot be deleted at once. You must delete one cell phone at a time.
1. Turn the ignition switch to ACCESSORY (I), or press the engine start/stop button to select the ACC mode.
2. Press the INFO/PHONE button, and turn the interface dial to select Cellular Phone, then press ENTER.
3. Move the interface dial down to select Phone Setup.
4. Select Edit User, and press ENTER.
5. Select Delete, then select the cell phone you want to delete from the list. Press ENTER to select the cell phone, then press ENTER again to confirm.
6. Repeat steps 4-5 for each cell phone you want to delete.
Without Navigation
NOTE:
- This operation clears the HFL system of all passcode(s), any paired cell phones, and all names in the HFL phonebook.
- Clearing the HFL system is recommend before selling the vehicle.
- If the system is locked and the pass code is lost or forgotten, see the symptom troubleshooting.
1. Press and release the HFL TALK button. After the beep, say "System setup clear" and the HFL system responds, "This process will clear all paired phones, clear all entries in the phonebook, clear the security passcode and restore all defaults in the system setup. Is this what you would like to do?."
2. Press and release the HFL TALK button. After the beep, say "Yes" and the HFL system responds, "Preparing to clear the system, which may take up to 2 minutes to complete."
3. Press and release the HFL TALK button. After the beep, say "Continue" to proceed, or say "Go back" or "Cancel."
4. If you said "Continue" the HFL responds, "Please wait until the system is cleared". After a short period of time (up to two minutes) the HFL responds, "The system has been cleared."