How To Troubleshoot The HandsFreeLink System
How to Troubleshoot the HandsFreeLink System
Introduction
The HFL system works only with Honda approved Bluetooth-enabled cell phones with a hands-free profile. If you are not sure if your cell phone is compatible with the HFL system, Honda has a dedicated call center at 888-528-7876 and web site handsfreelink.honda.com, 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 HFL 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 customer'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 Honda HFL system.
Go to handsfreelink.honda.com or call Honda's dedicated call center at 888-528-7876, and check if the customer's phone is approved to work with the Honda 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. These 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 section 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 Honda web site handsfreelink.honda.com 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 customer's complaint. If you cannot access the Honda web site, call the HFL call center at 888-528-7876 for further assistance.
Voice Tag Tips
HFL voice control and voice recognition is not supported in this model. The HFL system stores a simple voice tag for the Speed Dial. But HFL is controlled by using the navigation voice recognition system. If you want a complete description of this system, please refer to the Owner's Manual.
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 handsfreelink.honda.com, or call 888-528-7876.
The following procedure works for most Honda 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 handsfreelink.honda.com, 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.
Pairing a Cell Phone when There are no Other Cell Phones Paired (with navigation)
1. Turn the ignition switch to ACCESSORY (I), and make sure the phone you are pairing is on and in its discovery mode.
2. Select OK on the navigation Confirmation screen.
3. Press the PHONE button on the audio-navigation unit. A phone Confirmation screen appears on the display, select Yes to add a new phone.
4. Confirm the phone is in its discovery mode, then select OK.
5. Once the phone is discovered by the HFL, select the phone on the screen.
NOTE: If the HFL does not find the phone, select Find Another Phone, then, when prompted, enter the PIN into the phone.
6. When the 4-digit pairing code appears on the audio display, enter this code into the phone.
7. Once the phone is successfully paired, the screen displays The phone has been added.
Pairing a Cell Phone when There are no Other Cell Phones Paired (without navigation)
1. Turn the ignition switch to ACCESSORY (I), and make sure the phone you are pairing is on and in its discovery mode.
2. Wait until the time appears on the screen.
3. Press the PHONE button on the audio unit, then select YES on the confirmation screen by pressing the selector knob.
4. Confirm the phone is in its discovery mode, then press the selector knob.
5. Once the phone is discovered by the HFL, rotate the selector knob to select the phone, then press the selector knob to select OK.
NOTE: If the HFL does not find a phone, select Phone Not Found? from the menu, then, when prompted, enter the PIN into the phone.
6. When the 4-digit pairing code appears on the audio display, enter this code into the phone.
7. Once the phone is successfully paired, the screen displays "(phone name) PHONE" has been added.
Pairing additional Cell phones (with navigation)
1. Turn the ignition switch to ACCESSORY (I), and make sure the phone you are pairing is on and in its discovery mode.
2. Select OK on the navigation Confirmation screen.
3. Press the PHONE button on the audio-navigation unit, then select Phone Setup from the PHONE menu.
If none of the previously paired phones are in the vehicle, a phone Confirmation screen appears stating there is no phone connected. Select No to go to the phone menu. Select Phone Setup, then go to step 4.
4. Select Add/Select a phone from the Phone Setup menu.
5. Select Search from the Bluetooth Setup menu.
6. Make sure the phone is in its discovery mode, and once the phone is discovered by the HFL, select the phone from the displayed list.
NOTE: If the HFL does not find the phone, select Find Another Phone, then, when prompted, enter the PIN into the phone.
7. When the 4-digit pairing code appears on the audio display, enter this code into the phone.
8. Once the phone is successfully paired, the screen displays "(phone name) PHONE" has been added.
Pairing additional Cell phones (without navigation)
1. Turn the ignition switch to ACCESSORY (I), and make sure the phone you are pairing is on and in its discovery mode.
2. Wait until the time appears on the screen.
3. Press the PHONE button on the audio unit, then select YES on the confirmation screen by pressing the selector knob.
If none of the previously paired phones are in the vehicle, a phone confirmation screen appears stating there is no phone connected. Select No to go to the Phone Setup menu.
4. The HFL menu appears on the display. Rotate the selector knob to highlight Phone Setup, then press the selector knob.
5. On the Phone Setup screen, rotate the selector knob to highlight Connection, then press the selector knob.
6. Highlight Add A New Phone, then press the selector knob.
7. At the Select Location Screen, select an open phone location, then press the selector knob.
8. Confirm the phone is in its discovery mode, then press the audio unit selector knob.
9. Once the phone is discovered by the HFL, rotate the selector knob to select the phone, then press the selector knob.
NOTE: If the HFL does not find a phone, select Phone Not Found? from the menu, then, when prompted, enter the PIN into the phone.
10. When the 4-digit pairing code appears on the audio display, enter this code into the phone.
11. Once the phone is successfully paired, the screen displays "(phone name) PHONE" has been added.
Pairing Troubleshooting
Many pairing issues are resolved by altering the customer's phone settings.
If you cannot get an approved HFL phone to pair, contact Honda's dedicated call center at 888-528-7876, or go to handsfreelink.honda.com.
Dropped Calls
Customers 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 customer's phone settings. For help on approved HFL settings, contact Honda's dedicated call center at 888-528-7876, or go to handsfreelink.honda.com.
Always confirm with the Customer if the number of dropped calls is higher while using the HFL system as opposed to using the cell phone only. Customers 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 customer 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?
There are many reasons for a dropped call that 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 customer 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 customer 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.
* Electrical storms, heavy rain, or overcast conditions interfere with signal strength.
* 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 customer drives through an area where there is a coverage gap between towers, the call drops.
* 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.
Phone will not Automatically Connect to the HFL
If a customer complains that their cell phone is not automatically connecting to the HFL system when they enter the vehicle, do the following:
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.
How to Check the HFL DTC's (with navigation)
1. Turn the ignition switch to ON (II).
2. Press and hold the MAP/GUIDE, the DEST, and the CANCEL buttons for 3 seconds or more, and the self-diagnosis begins. Select the Detail Information & Setting.
3. Select the Unit Check from the Detail Information & Setting menu.
4. Select the HFL from the Unit Check menu.
5. Check the GA-NET status:
* If OK, go to step 6.
* If NG, do the HandsFreeLink control unit Input Test. Pinout Values and Diagnostic Parameters
6. Check the HFL status:
* If OK, go to step 7.
* If B1792 is displayed, go to DTC B1792 troubleshooting. B1792
7. Return to the Detail Information & Setting menu, and select the Functional Setup.
8. Select the Mic Level from the Functional Setup menu.
9. Check the MIC and the STRG SW status:
* If OK, there was an intermittent failure, the system is OK at this time.
* If any DTC(s) are displayed, troubleshoot the indicated DTC(s).
10. To end the self-diagnostic function, select the Return, or turn the ignition switch to LOCK (0).
How to Check the HFL DTC's (without navigation)
NOTE: If there are any paired phones connected to the HFL, they are temporarily disconnected during this procedure.
1. Turn the ignition switch to ON (II).
2. Make sure the audio unit is turned off.
3. Press and hold the preset No. 1 and No. 6 buttons.
4. While holding the buttons, press the POWER button.
5. Release the buttons, and the self-diagnosis begins (A-Diag is displayed).
6. Press and hold the PHONE button for more than 5 seconds to enter the HFL diagnostic mode.
7. When you are in the HFL diagnostic mode, pressing a preset button starts the diagnostic mode that is assigned to that preset button. To exit this mode, go to step 11. Once you exit this test, you must start again at step 1.
* No. 1 button: The HFL DTC display mode
* No. 2 button: The HandsFreeLink control unit software version display mode
* No. 3 button: The HandsFreeLink control unit parts number display mode
8. Check the HandsFreeLink control unit software version (No. 2 button) and parts number (No. 3 button). If the Part number and software version is not displayed, there may be a problem with the GA-Net. Do the HandsFreeLink control unit Input Test. Pinout Values and Diagnostic Parameters
9. Check the HFL DTC. When you press the No. 1 button, the screen displays HFL DTCs in following order:
* B1775 (OK or NG)
* B1776 (OK or NG)
* B1779 (OK or NG)
* B1780 (OK or NG)
* B1792 (OK or NG)
10. If any HFL DTC is NG, troubleshoot the indicated HFL DTC(s).
11. To end the self-diagnostic function, turn the audio unit off, or turn the ignition switch to LOCK (0).