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Home >> Kia >> 2019 >> Forte FE, Standard Trans >> Repair and Diagnosis >> External Pages >> Different car >> Section 18 (Audio/Video/Navigation (AVN) System) >> Troubleshooting >> Bluetooth/Voice Recognition/Mic
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Bluetooth/Voice Recognition/Mic

WARNING: This page is about a different car, the 2019 Kia Soul EV. However, it is still accessible from the selected car via links, so may be relevant.
  1. System features/Misdiagnose cases
    Inspection Description
    (1) System features Bluetooth function available after H/U boot.
    Connect to Bluetooth using phone by selecting H/U from add list.
    User's voice must be heard from other end while calling using Bluetooth.
    If voice recognition button is pressed, "Beep" sound will be heard. Voice recognition function starts after the "Beep" sound and will respond to its voice command.
    (2) Misdiagnose cases
    1. Noise occurs while Bluetooth streaming using certain application - Application issue (Not AVN, AMP issue)
    2. iPhone in private mode: Call mode will be in iPhone if you answer call by using phone button.

      → In this case, user can't hear other end

    3. Check if vehicle has Bluetooth or Voice recognition available
    G12820903Courtesy of KIA MOTORS AMERICA, INC.
  2. Bluetooth unable to pair
    Defect Inspection Description
    "Preparing Bluetooth" message displayed (1) Message pop up after H/U boots
    1. Message appears after H/U reboot → Replace H/U
    2. Message only appears shortly after boot → Good H/U (Preparing for Bluetooth function at booting)
    Unable to pair/Bluetooth not connected (1) Enable Phone Bluetooth
    G12820904Courtesy of KIA MOTORS AMERICA, INC.

    →Phone Bluetooth settings must be enabled for paring
    Unable to pair/Bluetooth not connected (2) Registered Phone list
    G12820905Courtesy of KIA MOTORS AMERICA, INC.

    →If phone is not registered on the phone list, auto-pairing will not work (Must be paired before for auto-pairing function)
    (3) Re-connect test
    G12820906Courtesy of KIA MOTORS AMERICA, INC.

    →Restart phone,
    (4) Phone compatibility
    • KMC: Red members service items → https://www.kia.com/us/en/content/owners/bluetooth
    → Check compatibility by downloading compatibility list→ If phone is not listed, it is compatibility issue
    G12820907Courtesy of KIA MOTORS AMERICA, INC.
    If issue still exist, replace H/U and re-test.
  3. Streaming
    Defect Inspection Description
    Streaming (1) Sound output on other mode
    1. Sound issue or noise from different mode
    →Check cable, connector, and amp (Issue not related to streaming)
    G12820908Courtesy of KIA MOTORS AMERICA, INC.
    (2) Phone application and media source
    1. H/U will play media source from phone

      ACC OFF, H/U Power off, and check phone's play setting

      1. Phone application (No sound, Noise, Title display)

        Example: Application like I-MEPS will provide low quality streaming service. User may think it is H/U defect

      2. Noise from media source

      If downloaded using P2P source

    If phone application and media source is good, replace H/U and re-test
    Streaming (Auto-play) (1) Phone specs
    1. Issue: After connecting to BT streaming, "Resume" message does not pop-up, or delayed.
      1. Press "Play" using connected phone.

      (1) If Phone display is locked or phone did not activate before connecting to Bluetooth, user must press "Play" button manually.(2) Difference between iPhone and Android.

      →For some Android, auto-play is available if streaming is set once on H/U screen.

      Fig 1: Screen Display - iPhone And Android Specs
      G12820909Courtesy of KIA MOTORS AMERICA, INC.
  4. During Bluetooth call, cannot hear driver voice
    Defect Inspection Description
    Other end cannot hear driver's voice (1) Mic volume and Mute setting
    G12820910G12820911Courtesy of KIA MOTORS AMERICA, INC.KIA MOTORS AMERICA, INC.
    1. Check mic volume, mute settings
      1. Increase volume, uncheck mute setting
      2. If issue continues, check for any custom modification

        (1) If modification is found, notify that it is not covered by warranty and test with genuine part

      3. If issue continues, check mic wiring connection status
      4. Replace mic and re-test
      5. Replace H/U and re-test
    G12820910G12820911Courtesy of KIA MOTORS AMERICA, INC.KIA MOTORS AMERICA, INC.
    Driver cannot hear other end (1) Call volume
    G12820912Courtesy of KIA MOTORS AMERICA, INC.
    1. During a Bluetooth call, use volume knob to check volume
      1. If volume is set low, sound output is low or mute
    (2) Sound settings (Fader Control)
    G12820913Courtesy of KIA MOTORS AMERICA, INC.
    1. Sound is set to rear speaker only
      1. Call sound will be heard only from rear
      2. Set to default and re-test
  5. Call disconnect/Unable to download phonebook
    Defect Inspection Description
    Call disconnect (1) Phone and H/U connection
    1. Check phone compatibility
      1. Check compatibility list: Refer to 2. Pairing
      2. If phone is not listed, it is compatibility issue ↔ If listed, test using different phone
    2. Re-test using different phone
      1. Phone must be compatible with H/U
      2. If issue only occurs on certain phone ↔ If issue continues on different phone, replace H/U and retest
    Unable to download phonebook (1) Approve phonebook download from Android
    G12820914Courtesy of KIA MOTORS AMERICA, INC.
    (2) Contact information
    • Special characters
    • No phone number registered
    1. If name contains special characters, number not registered, or only in upper case
      1. Remove any special characters or upper case only names and re-test
    G12820915Courtesy of KIA MOTORS AMERICA, INC.
  6. Voice recognition failure
    Defect Inspection Description
    Voice recognition failure (1) Contact information
    1. Check 3rd party Apps/Symbols in phone
      1. Contact information saved only in Facebook, Tweeter (Information not saved on local memory or SD card)

        Phone displays contact information but will not download contact

      2. Move contact information from 3rd party Apps and Symbols to phone or SD card and re-test (Synchronization)
      3. Send contact information using PC Sync, Cloud Sync, email Sync
      Fig 2: Screen Display - Send Contact Information Saved In Facebook, Tweeter
      G12820916Courtesy of KIA MOTORS AMERICA, INC.
    2. If name contains special characters, number not registered, or only in upper case
      1. Remove any special characters or upper case only names and re-test
    G12820916G12820917Courtesy of KIA MOTORS AMERICA, INC.KIA MOTORS AMERICA, INC.
    Voice recognition failure - Does not recognize contact (2) Voice recognition test in vehicle settings
    1. Test voice recognition in vehicle settings
      1. Do not speak directly to the headlining area

        (1) Mic is a sensitive part and optimized to speak at natural pose. If spoken directly at the mic can cause recognition failure

      2. Do not speak too loudly

      (1) If spoken too loudly at the mic can trigger noise reduction logic and it may think user's voice as noise and limit volume

    G12820918Courtesy of KIA MOTORS AMERICA, INC.
    1. Voice recognition test
      1. To increase recognition success rate, consider using full name

        (1) if John Smith is registered on the phone, it is better to say "Call John Smith" than saying "Call John" only

      2. Use the same name registered on the phone

      (1) H/U will not recognize different name stored on the phone. For example, saving mother as "Cindy" on the phone and use voice command mom or mother to call

      Fig 3: Testing Voice Recognition In Vehicle Settings
      G12820919Courtesy of KIA MOTORS AMERICA, INC.
    2. Wait at least 2 seconds after the "beep" sound before using voice command
    G12820919G12820920Courtesy of KIA MOTORS AMERICA, INC.KIA MOTORS AMERICA, INC.
  7. Call disconnects/Distortion
Defect Inspection Description
Call disconnects (1) Custom head unit Custom Head unit OEM Mic claims (CS/RS 36 claims in 2016, Italy)
* Custom Head unit: DIO (Do It Ourselves - Aftermarket product)
G12820921Courtesy of KIA MOTORS AMERICA, INC.
  1. Call sound quality, distortion using DIO H/U
    1. Check if customer is using DIO H/U
    2. Connect provide mic from DIO H/U and re-test
    3. If issue is resolved, it is compatibility issue with OEM mic. Connect mic provided from DIO H/U
    4. If issue continues replace genuine mic and re-test
    5. If issue continues replace H/U and re-test
(2) IOS10 call issue Cause
  • Communication environment (ios10, Carrier)
G12820922Courtesy of KIA MOTORS AMERICA, INC.
  1. Possibility of software issue - Perform software update (IQS18MY)
    • Do not replace mic if voice recognition is working
  2. Call quality may reduced during poor reception area
  3. For iPhone users, recommend using Carplay over Bluetooth
  4. For iPhone users, recommend using version iOS 9
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