How to Troubleshoot the HandsFreeLink System
How to Troubleshoot the HandsFreeLink System
How to Check for DTCs with the HDS (without navigation)
NOTE: Check the vehicle battery condition first Battery Test.
1. Make sure the ignition switch is in LOCK (0), or press the engine start/stop button to select the OFF mode.
2. Connect the HDS to the data link connector (DLC) (A) located under the driver's side of the dashboard.
3. Turn the ignition switch to ON (II), or press the engine start/stop button to select the ON mode.
4. Make sure the HDS communicates with the vehicle and the HandsFreeLink control unit. If it does not, troubleshoot the DLC circuit Testing and Inspection.
5. Select HandsFreeLink in the BODY ELECTRICAL menu.
6. Select DTCs in the HandsFreeLink menu.
7. Check for DTCs. If any DTCs are indicated, write down the DTCs, then go to the indicated DTC troubleshooting. If no DTCs are indicated, refer to symptom troubleshooting.
NOTE:
- After troubleshooting, clear the DTCs with the HDS.
Lever-Locked Connector
Disconnecting
To disconnect the connector, pull the lever (A) while pushing the lock tab (B) down, then pull the connector(C).
Connecting
To connect the connector, push the connector into the connector sleeve (A). As the connector is pressed in, the lever (B) moves to the locked position.
Introduction
The HFL system works only with Acura approved Bluetooth(R)-enabled cell phones with a hands-free profile. If you are not sure if your cell phone is compatible with the HFL system, Acura has a dedicated call center at 888-528-7876 and web site www.acura.com/handsfreelink, to answer your questions.
The HFL system allows you to make and receive hands-free calls. It cannot control the phone's performance (call quality and signal strength). For more information about performance and performance problems, refer to Dropped Calls.
Always call the HFL call center first, not Tech Line because the HFL call center has the latest information about cell phone software versions, settings and other issues.
Most HFL complaints are due to pairing, configuration, or compatibility issues. Contact the Acura call center before replacing the HandsFreeLink control unit.
The call center is open Monday thru Friday from 6:00 a.m. to 6:00 p.m. CST; Saturday from 7:00 a.m. to 6:00 p.m. CST; and Sunday from 8:00 a.m. to 6:00 p.m. CST.
Checking Cell Phone Compatibility
The most important step in troubleshooting HFL issues is to identify the client's phone model, the software version, and the cellular carrier that experiences the HFL problem. Not all phones with the Bluetooth feature and a hands-free profile are compatible with the Acura HFL system.
Go to www.acura.com/handsfreelink or call Acura's dedicated call center at 888-528-7876, and check if the client's phone is approved to work with the Acura HFL system.
NOTE:
- These approved, archived, and currently testing phone model lists are constantly changing, so make sure you view them frequently.
- Phones are added as they are approved.
- Phones can be removed from the approved list if a software bug is discovered that makes the phone incompatible. There phones can be added back to the approved list if the phone manufacturer corrects the bug.
- If the software bug is corrected, a new software version is created and may be listed in the Supported Features of the phone. If you have trouble finding the phone's software version,you can call the HFL call center at 888-528-7876.
- The Acura web site now includes the software versions that are tested and approved. When software versions are listed, you need to know which version is loaded on the phone to help you troubleshoot the client's complaint. If you cannot access the Acura web site, call the HFL call center at 888-528-7876 for further assistance.
Voice Control Tips and Improving Voice Recognition
With navigation, HFL voice control and voice recognition is not supported. The HFL system stores a simple voice tag for the Speed Dial. But HFL is controlled by using the navigation voice recognition system.
To give a voice command to the HFL system, press and release the HFL TALK button (A). Always wait for the beep, then give your command in a clear, natural voice. The HFL microphone is on the ceiling by the map lights.
If the HFL system does not recognize your voice command, you'll hear "Pardon? Press the HFL TALK button and say a command. For a list of commands, say HandsFree Help." If your command is not recognized a second time, you'll hear "Bluetooth HandsFreeLink main menu. Available calling options are call, dial, redial, and transfer. Available setup options are phone setup, phone book, and system setup. For more detailed help, say HandsFree Help." If your command is not recognized a third time, the HFL system sends you to its Help menu.
To hear a list of available options at any time, press the HFL TALK button, and say "help."
The HFL system may have problems recognizing some voices. To improve voice recognition:
- Close the windows and moonroof.
- Set the fan speed to low (1 or 2) or off.
- Adjust the airflow from the center vents down, so that it's not blowing against the microphone on the ceiling.
- Speak in a clear and natural voice. If the system cannot recognize your command, try speaking louder, slower in a deeper tone.
- If the background noise is too loud, you may need to speak louder.
- If you speak with something in your mouth, or your voice is too high, the system may not interpret your command correctly.
- Find out if the problem is with one person or with everyone who uses the system. If the system has a problem with only one person's voice, this is a system limitation.
Many issues result from the client not using the system properly. When the HFL TALK button is pressed, the client hears one audible tone. When the HFL BACK button is pressed, the client hears two audible tones. Make sure to press the HFL BACK button to exit out of the HFL main menu after completing a call and before giving any navigation commands.
The HFL system may experience a number recognition issue, such as when a client rattles off a set of numbers in a group unrecognized by the system. The HFL system understands phone numbers in specific blocks of 3, 4, 7, 10, and 11 numbers. For example, the system understands:
The system may become confused if numbers are stated in other blocks like these:
Navigation Through HFL Menus
With navigation, HFL voice control and voice recognition is not supported. The HFL system stores a simple voice tag for the Speed Dial. But HFL is controlled by using the navigation voice recognition system.
To skip a voice prompt, press and release the HFL TALK button (A) while the HFL system is speaking. The system beings listening for your next voice command.
To go back a step in a voice command sequence, press and release the HFL BACK button (B), or press the HFL TALK button and say "Go back." If you do not say anything while the HFL system is listening for your voice command, it times out and stops voice recognition. The next time you press and release the HFL TALK button, the HFL system begins listening from the point it timed out.
If you've finished or want to stop a voice command sequence at any time, press and release the HFL BACK button, or press and release the HFL TALK button, wait for the beep, and say "Cancel." The next time you press and release the HFL TALK button, the HFL system begins from its main menu. To avoid keeping the audio system muted, press and release the HFL BACK button when you are finished.
Pairing a Cell Phone
You must pair an approved Bluetooth-compatible phone to the HFL system before you can make and receive calls. For a current list of approved phones and specific phone pairing instructions for each phone, see Checking Cell Phone Compatibility, go to www.acura.com/handsfreelink, or call 888-528-7876.
The following procedure works for most Acura approved phones. If you cannot pair your phone to the HFL system with this procedure, refer to your phone's operating manual, vehicle's Owner's Manual, visit www.acura.com/handsfreelink, or call 888-528-7876.
NOTE:
- You cannot pair a phone while the vehicle is moving.
- Your phone must be in its Discovery mode.
- A maximum of six approved Bluetooth-compatible phones can be paired to the system.
With Navigation
The commands for pairing the phone can either be selected using the interface dial or by using the navigation voice recognition system (TALK and BACK buttons).
NOTE: The navigation system can pair up to six approved phones. If you try to pair a seventh phone, a message appears that prompts you to delete one of your existing phones.
1. Turn the ignition switch to ACCESSORY (I), or press the engine start/stop button to select the ACC mode and make sure the phone you are pairing is on and in its discovery mode.
2. Press the INFO 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 Connection, then press Enter.
5. Select Add New Phone, then press Enter.
6. When a four-digit pass key number appears on the screen, wait until prompted by the phone, then enter the pass key into your cell phone.
7. Once the phone is successfully paired, the screen displays "The pairing was successful."
Without Navigation
1. With your approved phone on and the ignition switch in ACCESSORY (I) or ON (II), or press the engine start/stop button to select the ACC or ON mode, press and release the HFL TALK button. After the beep, say "Phone setup." The HFL responds, "Phone setup options are pair, edit, delete, list, status, next phone, set pairing code."
2. Press and release the HFL TALK button. After the beep, say "Pair." The HFL responds, "The pairing process requires operation of your mobile phone. For safety, only perform this function while the vehicle is stopped. For proper system function a compatible Bluetooth phone is required. Please visit www.acura.com/handsfreelink for a list of approved phones and other system information. HandsFreeLink is waiting to pair with a Bluetooth phone. From your phone, search for Bluetooth devices, and select HandsFreeLink. When prompted by your mobile phone enter the pairing code 0000."
3. When prompted by your mobile phone, enter the pairing code 0000. Refer to your cell phone user guide for more information about searching for a Bluetooth device.
4. Once the phone is recognized by the HFL system, it responds, "HandsFreeLink has connected to a new phone. A name is needed to identify this phone. Press the talk button and say a name. For example, John's phone."
5. Press and release the HFL TALK button. After the beep, say the name you want to use. For example, say "Tom's phone." The HFL responds, "Tom's phone has been successfully paired."
Pairing Troubleshooting
Many pairing issues are resolved by altering the client's phone settings.
If you cannot get an approved HFL phone to pair, contact Acura's dedicated call center at 888-528-7876, or go on-line to www.acura.com/handsfreelink.
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, contact 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 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 cellular phone or carrier.
- If the 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 phone's ability to boost the antenna's power and function properly, especially in low signal strength areas. Some 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
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 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 HFL 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 phone is set to flip-open to answer, recommend changing the setting to Any Key or leaving the phone flipped open when using the HFL system.
4. Make sure the Auto Answer feature is turned off in the cell phone.
5. Do a soft reset to the 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 HFL 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:
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 pressing and releasing the TALK button or the HFL TALK button during an active call and saying "Transfer." The client can now continue the call using the HFL system.
Clearing the HFL System
With Navigation
The commands for deleting a phone can either be selected using the interface dial or by using the navigation voice recognition system (use the TALK and BACK buttons).
NOTE:
- All the phones paired to the HFL cannot be deleted at once. You must delete one phone at a time.
- If the system is locked and the pass code is lost or forgotten, see symptom troubleshooting.
1. Turn the ignition switch to ACCESSORY (I), or press the engine start/stop button to select the ACC mode.
2. Press the INFO 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 phone you want to delete from the list. Press ENTER to select the phone, then press ENTER again to confirm.
6. Repeat steps 4-5 for each phone you want to delete.
Without Navigation
NOTE:
- This operation clears the HFL system of all passcode(s), any paired phones, and all names in the HFL phone book.
- 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 phone book, 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."
Glossary of Terms
Auto Answer
This cell phone setting forces incoming calls to automatically be answered by the handset. Disable this feature on the phone when using the HFL system, as it may interfere with the HFL system answering incoming calls. Set the phone setting to:
- Send Only
- Any Key
- Multi-Key answer
Answer Options
These cell phone settings allow you to select how you would like to answer an incoming call on the handset. The answer option in the phone can affect inbound calls on the HFL system.
Authorized Connection
This cell phone setting allows the phone to connect automatically with the HFL system without prompting the client for permission to connect. In some instances, it can affect the ability of the phone to properly route sound to the HFL system.
Bluetooth Power
This cell phone function enables or disables the Bluetooth application. When using a hands-free device such as HFL, the Bluetooth application needs to be enabled.
Discovery Mode
You need to have the cell phone in Discovery Mode to allow other devices with Bluetooth capabilities (such as the HFL system) to find the phone during the pairing process.
HFL Button
- TALK button (A) or the HFL TALK button (B): This button activates the voice control system and is used for all voice commends. Press and release it, wait for a beep, and give a voice command.
- BACK button (C) or the HFL BACK button (D): This button has the same function as the CANCEL button. When you press and release it, the current voice command is canceled and the display returns to the previous screen.
- PICK-UP button (E) or the HFL TALK button: This button is used to answer incoming calls or to make outgoing calls. You can also go directly to the Cellular Phone screen by pressing this button.
- HANG-UP button (F) or the HFL BACK button: This button is used to end a call.
Hard Reset (cellular phone)
Hard resets clear the saved settings in the cell phone and restores it to the factory defaults. A hard reset should be done only as a last resort (see the cell phone owner's manual for more information).
Linking
This is when your paired phone is actively ready to use the HFL system. You can pair up to six phones to the HFL system, but only one phone can be linked at a time. If two paired phones are in the vehicle, only the phone that is linked can use the HFL system and functions. The second phone must be used as a normal handset.
Pairing
A description for linking two Bluetooth devices together. In this case, you are linking a cell phone with the HFL system. After the pairing process is complete, the devices are able to recognize each other and communicate wirelessly via Bluetooth.
Soft Reset (cellular phone)
This helps to restore the basic functions of the phone. To do a soft reset, turn the phone power off, remove and reinsert the cell phone battery, then turn the phone back on. See the cell phone user manual for more information.
Software Version
This refers to the software version loaded in the cell phone. The software version that was tested and determined to be compatible with the HFL system may be listed on the HFL website. Not all software versions are compatible with the HFL system.