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Confirm Cellular Phone Functionality [09/2017 - 10/2019]: Procedure

  1. CHECK 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.

    Result: 

    B 

    RECOMMEND COMPATIBLE CELLULAR PHONE 

    Result: 

    A 

    See step  2

  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 apps may not function properly. ("Wi-Fi" is not an approved connection for Enform services.)

      Result

      Proceed to
      NEXT

    Result: 

    NEXT 

    See step  3

  3. CHECK PROBLEM SYMPTOMS 
    1. Check the attributes of the Infotainment Apps when the problem occurred.

      Result

      Result Proceed to
      for Pattern A A
      for Pattern B B

      HINT: 

      Infotainment Apps are divided by attributes into [Pattern A] or [Pattern B] depending on application.

      Refer to SYSTEM DESCRIPTION [09/2017 - 10/2019] for detailed information

    Result: 

    B 

    See step  13

    Result: 

    A 

    See step  4

  4. CONFIRM THE LEXUS APP SUITE APP (COMPANION APP) IS DOWNLOADED TO THE CUSTOMER'S CELLULAR PHONE 
    1. Turn the cellular phone on.
    2. Check that the LEXUS App Suite app (Companion app) has been downloaded.

      Result

      Result Proceed to
      LEXUS App Suite app (Companion app) has not been downloaded. A
      LEXUS App Suite app (Companion app) has been downloaded. B

    Result: 

    B 

    See step  6

    Result: 

    A 

    See step  5

  5. DOWNLOAD LEXUS APP SUITE APP (COMPANION APP) 
    1. Download the LEXUS App Suite app (Companion app).

      Result

      Result Proceed to
      LEXUS App Suite app (Companion app) downloaded successfully. A
      LEXUS App Suite app (Companion app) did not download successfully. B

      HINT: 

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

    Result: 

    B 

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

    Result: 

    A 

    See step  6

  6. CHECK IF THE CUSTOMER'S ACCOUNT IS VALID AND ACTIVE 
    1. Start the LEXUS App Suite app on the head unit.
    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 app is not successful. A
      Sign in to LEXUS App Suite app is 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.

    Result: 

    B 

    See step  10

    Result: 

    A 

    See step  7

  7. RECORD ERROR MESSAGES IF PRESENT 

    Result

    Proceed to
    NEXT

    Result: 

    NEXT 

    See step  8

  8. CONFIRM THE HEAD UNIT WITH A KNOWN GOOD ENFORM ACCOUNT (e.g. DEALER DEMO ACCOUNT) 
    1. Start the LEXUS App Suite app on the head unit.
    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 known good account is successful. A
      Sign in using known good 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 known good account on the head unit.
      • 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.

    Result: 

    A 

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

    Result: 

    B 

    See step  9

  9. CONFIRM ENFORM SERVICES ARE AVAILABLE 
    1. Start the LEXUS App Suite app on a head unit.
    2. Sign out of the 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 to LEXUS App Suite app is successful. A
      Sign in to LEXUS App Suite app is not successful. B

    Result: 

    A 

    PROCEED TO NEXT SUSPECTED AREA SHOWN IN PROBLEM SYMPTOMS TABLE. Refer to  PROBLEM SYMPTOMS TABLE [09/2017 - 10/2019] 

    Result: 

    B 

    ENFORM SERVICES ARE CURRENTLY UNAVAILABLE 

  10. CHECK ENFORM SEARCH FUNCTION ON HEAD UNIT 
    1. Sign in to the LEXUS App Suite app on the head unit.
    2. Start a search apps (e.g. Bing) within the LEXUS App Suite app.
    3. Check that a search can be made.

      Result

      Result Proceed to
      Apps search is successful. A
      Apps search is not successful. B

    Result: 

    A 

    PROCEED TO NEXT SUSPECTED AREA SHOWN IN PROBLEM SYMPTOMS TABLE. Refer to  PROBLEM SYMPTOMS TABLE [09/2017 - 10/2019] 

    Result: 

    B 

    See step  11

  11. RECORD ERROR MESSAGES IF PRESENT 

    Result

    Proceed to
    NEXT

    Result: 

    NEXT 

    See step  12

  12. CHECK ENFORM SEARCH FUNCTION WITH KNOWN GOOD CELLULAR PHONE 
    1. Sign in to the LEXUS App Suite app with a Companion app installed to a known good cellular phone.
    2. Start a search apps (e.g. Bing) within the LEXUS App Suite app.
    3. Check that a search can be made.

      Result

      Result Proceed to
      Apps search is successful. A
      Apps 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.

    Result: 

    A 

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

    Result: 

    B 

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

  13. CONFIRM THE LEXUS APP SUITE APPS (COMPANION APP AND INFORTAINMENT APP) IS DOWNLOADED TO THE CUSTOMER'S CELLULAR PHONE 
    1. Turn the cellular phone on.
    2. Check that the LEXUS App Suite apps (Companion app and Infotainment app) has been downloaded.

      Result

      Result Proceed to
      LEXUS App Suite app (Companion app and Infotainment app) has not been downloaded. A
      LEXUS App Suite app (Companion app and Infotainment app) has been downloaded. B

    Result: 

    B 

    See step  15

    Result: 

    A 

    See step  14

  14. DOWNLOAD LEXUS APP SUITE APPS (COMPANION APP AND INFORTAINMENT APP) 
    1. Download the LEXUS App Suite apps (Companion app and Infotainment app).

      Result

      Result Proceed to
      LEXUS App Suite apps (Companion app and Infotainment app) downloaded successfully. A
      LEXUS App Suite apps (Companion app and Infotainment app) did not download successfully. B

      HINT: 

      Contact the service provider or cellular phone manufacturer if assistance is required for downloading the LEXUS App Suite apps (Companion app and Infotainment app) or resetting the customer's cellular phone.

    Result: 

    B 

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

    Result: 

    A 

    See step  15

  15. CHECK IF THE CUSTOMER'S ACCOUNT IS VALID AND ACTIVE 
    1. Start the LEXUS App Suite app 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 app is not successful. A
      Sign in to LEXUS App Suite app is 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.

    Result: 

    B 

    See step  19

    Result: 

    A 

    See step  16

  16. RECORD ERROR MESSAGES IF PRESENT 

    Result

    Proceed to
    NEXT

    Result: 

    NEXT 

    See step  17

  17. CONFIRM THE CUSTOMER'S CELLULAR PHONE WITH A KNOWN GOOD ENFORM ACCOUNT (e.g. DEALER DEMO ACCOUNT) 
    1. Start the LEXUS App Suite app 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 known good account is successful. A
      Sign in using known good 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 known good 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.

    Result: 

    A 

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

    Result: 

    B 

    See step  18

  18. CONFIRM ENFORM SERVICES ARE AVAILABLE 
    1. Start the LEXUS App Suite app on a known good cellular phone.
    2. Sign out of the 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 to LEXUS App Suite app is successful. A
      Sign in to LEXUS App Suite app is not successful. B

      HINT: 

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

    Result: 

    A 

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

    Result: 

    B 

    ENFORM SERVICES ARE CURRENTLY UNAVAILABLE 

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

      Result

      Result Proceed to
      Apps search is successful. A
      Apps search is not successful. B

    Result: 

    A 

    PROCEED TO NEXT SUSPECTED AREA SHOWN IN PROBLEM SYMPTOMS TABLE. Refer to  PROBLEM SYMPTOMS TABLE [09/2017 - 10/2019] 

    Result: 

    B 

    See step  20

  20. RECORD ERROR MESSAGES IF PRESENT 

    Result

    Proceed to
    NEXT

    Result: 

    NEXT 

    See step  21

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

      Result

      Result Proceed to
      Apps search is successful. A
      Apps 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.

    Result: 

    A 

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

    Result: 

    B 

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

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