CELLULAR COMMUNICATION: TOYOTA ENTUNE SYSTEM: PROBLEM SYMPTOMS TABLE; 2019 MY RAV4 RAV4 HV [02/2019

PROBLEM SYMPTOMS TABLE

NOTICE:

The following may occur if a radio and display receiver assembly from another vehicle is installed to this vehicle. Therefore, when replacing the radio and display receiver assembly, be sure to replace it with a new one.
- A communication malfunction DTC is stored.
- The radio and display receiver assembly does not operate normally.
If the DCM (Telephone Transceiver Assembly) has been replaced, perform the DCM Activation procedure.
Click here
Before replacing the DCM (Telephone Transceiver Assembly), refer to Registration.
for HV Model: Click here

for Gasoline Model: Click here

HINT:

Use the table below to help determine the cause of problem symptoms. If multiple suspected areas are listed, the potential causes of the symptoms are listed in order of probability in the "Suspected Area" column of the table. Check each symptom by checking the suspected areas in the order they are listed. Replace parts as necessary.
Inspect the fuses and relays related to this system before inspecting the suspected areas below.

Entune On-screen Message

Symptom

Suspected Area

Link

A message is temporarily displayed indicating to try again after waiting for a while because the lines are busy

This is caused when there is a problem with the radio wave signal conditions or when the call center is busy. This is not a malfunction. (Inform the customer that this is not a malfunction and ask them to use the system as is.)

Contact the call center

Radio and display receiver assembly

DCM (Telephone Transceiver Assembly)

A message is displayed indicating to try again after waiting for a while because information cannot be retrieved due to a busy line, etc.

Wait for a while and perform the operation again in a different location

Contact the call center

Radio and display receiver assembly

DCM (Telephone Transceiver Assembly)

A message is displayed indicating to try again because information was not able to be retrieved

Contact the call center

Radio and display receiver assembly

DCM (Telephone Transceiver Assembly)

A message is displayed indicating to try again after waiting for a while because communication is being setup

The system is trying to detect the DCM (Telephone Transceiver Assembly). Wait for a while and perform the operation again

Contact the call center

Radio and display receiver assembly

DCM (Telephone Transceiver Assembly)

A message is displayed indicating to move the vehicle into a communication service area as it is outside a service area

Wait for a while and perform the operation again in a different location (Within the communication service area)

Contact the call center

Radio and display receiver assembly

DCM (Telephone Transceiver Assembly)

A message is displayed indicating to move the vehicle to where a GPS signal can be received because the time data is old

Proceed to ""No GPS signal" mark is displayed"

If the "No GPS signal" mark is displayed, wait for a while and perform the operation again in a different location

If the problem symptom is duplicated, replace the radio and display receiver assembly

A message is displayed indicating that this service is not available now

Explain to the customer that the service is currently not available.

A message is displayed indicating to ask the dealer about applying for the service as it is necessary to create a contract before using the service

Confirm the status of the paid service contract.

Contact the call center

Destination Function

Symptom

Suspected Area

Link

Cannot contact call center when Call Dest. Assist is selected on Destination Assist Connect screen

Contact Telematics Service Provider to inquire about network status

Proceed to "UNABLE TO CONNECT TO CALL CENTER"

Proceed to "DCM Data Signal Circuit between Navigation ECU and DCM"

Radio and display receiver assembly

DCM (Telephone Transceiver Assembly)

Other caller's voice volume cannot be adjusted using the Destination Assist Connect screen

Radio and display receiver assembly

Toyota Entune App Suite Connect Function

Symptom

Suspected Area

Link

Toyota Entune App Suite Connect function error message is displayed on the screen

Follow on screen instructions

Proceed to "Confirm Cellular Phone Functionality"

Proceed to "Confirm Vehicle Headunit Functionality"

Proceed to "App Suite Connect Reset Procedure" in Operation Check

Radio and display receiver assembly

Toyota Entune App Suite Connect and services are not operating as expected

Proceed to "Confirm Cellular Phone Functionality"

Proceed to "Confirm Vehicle Headunit Functionality"

Proceed to "App Suite Connect Reset Procedure" in Operation Check

Radio and display receiver assembly

Toyota Entune App Suite Connect voice recognition is not possible (Voice recognition on the audio and visual system is normal)

Proceed to "Confirm Cellular Phone Functionality"

Proceed to "Confirm Vehicle Headunit Functionality"

Proceed to "App Suite Connect Reset Procedure" in Operation Check

Radio and display receiver assembly

Sound quality of Toyota Entune App Suite Connect function is poor

Check that cellular phone handset volume is turned up

Check that adequate signal is maintained while the vehicle is being driven

Proceed to "Confirm Cellular Phone Functionality"

Proceed to "Confirm Vehicle Headunit Functionality"

Proceed to "App Suite Connect Reset Procedure" in Operation Check

Radio and display receiver assembly

Communication Based Voice Recognition Function

Symptom

Suspected Area

Link

Does not recognize voice commands performed to contact support center

Check if the TOYOTA ENTUNE service is available

Check if the normal voice recognition function is operating correctly

Proceed to "Does not Recognize Voice Commands Performed to Contact Support Center"

The microphone button on the keyboard input screen does not become enabled

Check if the TOYOTA ENTUNE service is available

Proceed to "UNABLE TO CONNECT TO CALL CENTER"