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Confirm Cellular Phone Functionality [10/2014 - ]: Procedure

  1. CHECK THE CUSTOMER'S CELLULAR PHONE COMPATIBILITY 
    1. Check if the cellular phone is compatible (Refer to http://www.lexus.com/MobileLink/).
      RESULT

      Result Proceed to
      Cellular phone is compatible. A
      Cellular phone is not compatible. B

      HINT: 

      It is important to check the cellular phone compatibility charts carefully: 

      • Some apps may only work on cellular phones.
      • Some apps may only work when paired to a vehicle.
      • Some cellular phones do not support all features.

    B → RECOMMEND COMPATIBLE CELLULAR PHONE 

    A: Go to next step 

  2. CONFIRM CELLULAR PHONE SIGNAL 
    1. A 3G or higher connection is required for proper LEXUS App Suite functionality. If a 3G or higher connection is not available, some applications may not function properly. ("Wi-Fi" is not an approved connection for ENFORM services.)

    NEXT: Go to next step 

  3. CONFIRM THE LEXUS APP SUITE IS DOWNLOADED TO THE CUSTOMER'S CELLULAR PHONE 
    1. Turn the cellular phone on.
    2. Check that the LEXUS App Suite has been downloaded.
      RESULT

      Result Proceed to
      LEXUS App Suite has been not downloaded. A
      LEXUS App Suite has been downloaded. B

    B → See step   5 

    A: Go to next step 

  4. DOWNLOAD LEXUS APP SUITE 
    1. Download the LEXUS App Suite.
      RESULT

      Result Proceed to
      LEXUS App Suite downloaded successfully. A
      LEXUS App Suite did not download successfully. B

      HINT: 

      Contact the service provider or cellular phone manufacturer if assistance is required for downloading the LEXUS App Suite or resetting the customer's cellular phone.

    B → RESET CUSTOMER'S CELLULAR PHONE (REMOVE BATTERY) AND TRY AGAIN 

    A: Go to next step 

  5. CHECK IF THE CUSTOMER'S ACCOUNT IS VALID AND ACTIVE 
    1. Start the LEXUS App Suite on the customer's cellular phone.
    2. Sign out of the account (if currently signed in).
    3. Sign in using the customer's account information.
      RESULT

      Result Proceed to
      Sign in to LEXUS App Suite is successful. A
      Sign in to LEXUS App Suite is not successful. B

      HINT: 

      The purpose of signing out of the account and then signing back in is to ensure that the correct account is used.

    B → See step   9 

    A: Go to next step 

  6. RECORD ERROR MESSAGES IF PRESENT 

    NEXT: Go to next step 

  7. CONFIRM THE CUSTOMER'S CELLULAR PHONE WITH A KNOWN GOOD ENFORM ACCOUNT (e.g. DEALER DEMO ACCOUNT) 
    1. Start the LEXUS App Suite on the customer's cellular phone.
    2. Sign out of the customer's account (if currently signed in).
    3. Sign in using a known good ENFORM account (e.g. dealer demo account).
      RESULT

      Result Proceed to
      Sign in using demo account is successful. A
      Sign in using demo account is not successful. B

      HINT: 

      • The purpose of signing out of the account and then signing back in is to ensure that the correct account is used.
      • Upon completion of this procedure, be sure to sign out of the dealer demo account on the customer's cellular phone.
      • If sign in using a known good account is successful, the customer's account has a problem. Instruct the customer to visit http://www.lexus.com/MobileLink/ or contact ENFORM customer support for account status verification.

    B → See step   8 

    A → CUSTOMER ACCOUNT ISSUE (SIGN OUT OF THE DEALER DEMO ACCOUNT) 

  8. CONFIRM ENFORM SERVICES ARE AVAILABLE 
    1. Start the LEXUS App Suite on a known good cellular phone.
    2. Sign out of the account (if currently signed in).
    3. Sign in using the dealers demo account information.
      RESULT

      Result Proceed to
      Sign in to LEXUS App Suite is successful. A
      Sign in to LEXUS App Suite is not successful. B

      HINT: 

      Contact the service provider or cellular phone manufacturer if assistance is required for resetting the customer's cellular phone.

    B → ENFORM SERVICES ARE CURRENTLY UNAVAILABLE 

    A → RESET CUSTOMER'S CELLULAR PHONE (REMOVE BATTERY) AND TRY AGAIN 

  9. CHECK ENFORM SEARCH FUNCTION ON CUSTOMER'S CELLULAR PHONE 
    1. Sign in to the LEXUS App Suite on the customer's cellular phone.
    2. Start a search app (e.g. Bing) within the LEXUS App Suite.
    3. Check that a search can be made.
      RESULT

      Result Proceed to
      LEXUS App Suite search is successful. A
      LEXUS App Suite search is not successful.
      Sign in to LEXUS App Suite is not successful.      		 B

    B → See step   10 

    A → See step   12 

  10. RECORD ERROR MESSAGES IF PRESENT 

    NEXT: Go to next step 

  11. CHECK ENFORM SEARCH FUNCTION ON KNOWN GOOD CELLULAR PHONE 
    1. Sign in to the LEXUS App Suite on a known good cellular phone.
    2. Start a search app (e.g. Bing) within the LEXUS App Suite.
    3. Check that a search can be made.
      RESULT

      Result Proceed to
      LEXUS App Suite search is successful. A
      LEXUS App Suite search is not successful. B

      HINT: 

      Contact the service provider or cellular phone manufacturer if assistance is required for resetting the customer's cellular phone or known good cellular phone.

    B → RESET KNOWN GOOD CELLULAR PHONE (REMOVE BATTERY) AND TRY AGAIN 

    A → RESET CUSTOMER'S CELLULAR PHONE (REMOVE BATTERY) AND TRY AGAIN 

  12. PROCEED TO NEXT SUSPECTED AREA SHOWN IN PROBLEM SYMPTOMS TABLE. Refer to  PROBLEM SYMPTOMS TABLE [10/2014 - ] 
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