Lexus NX: Confirm Cellular Phone Functionality
PROCEDURE
| 1. | CHECK CUSTOMER'S CELLULAR PHONE COMPATIBILITY |
(a) Check if the cellular phone is compatible (Refer to http://www.lexus.com/Enform/).
| 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 | .gif) | RECOMMEND COMPATIBLE CELLULAR PHONE |
|
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| 2. | CONFIRM CELLULAR PHONE SIGNAL |
(a) 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.)
|
| 3. | CHECK PROBLEM SYMPTOMS |
(a) Check the attributes of the Infotainment Apps when the problem occurred.
| 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.
Click here .gif)
for detailed information
| B | | GO TO STEP 13 |
|
| 4. | CONFIRM THE LEXUS APP SUITE APP (COMPANION APP) IS DOWNLOADED TO THE CUSTOMER'S CELLULAR PHONE |
(a) Turn the cellular phone on.
(b) Check that the LEXUS App Suite app (Companion app) has been downloaded.
| Result | Proceed to |
|---|---|
| LEXUS App Suite app (Companion app) has not been downloaded. | A |
| LEXUS App Suite app (Companion app) has been downloaded. | B |
| B | | GO TO STEP 6 |
|
| 5. | DOWNLOAD LEXUS APP SUITE APP (COMPANION APP) |
(a) Download the LEXUS App Suite app (Companion app).
| 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.
| B | | RESET CUSTOMER'S CELLULAR PHONE (REMOVE BATTERY) AND TRY AGAIN |
|
| 6. | CHECK IF THE CUSTOMER'S ACCOUNT IS VALID AND ACTIVE |
(a) Start the LEXUS App Suite app on the head unit.
(b) Sign out of the account (if currently signed in).
(c) Sign in using the customer's account information.
| 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.
| B | | GO TO STEP 10 |
|
| 7. | RECORD ERROR MESSAGES IF PRESENT |
|
| 8. | CONFIRM THE HEAD UNIT WITH A KNOWN GOOD ENFORM ACCOUNT (e.g. DEALER DEMO ACCOUNT) |
(a) Start the LEXUS App Suite app on the head unit.
(b) Sign out of the customer's account (if currently signed in).
(c) Sign in using a known good Enform account (e.g. dealer demo account).
| 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/Enform/ or contact Enform customer support for account status verification.
| A | | CUSTOMER ACCOUNT ISSUE (SIGN OUT OF THE DEALER DEMO ACCOUNT) |
|
| 9. | CONFIRM ENFORM SERVICES ARE AVAILABLE |
(a) Start the LEXUS App Suite app on a head unit.
(b) Sign out of the account (if currently signed in).
(c) Sign in using a known good Enform account (e.g. dealer demo account).
| Result | Proceed to |
|---|---|
| Sign in to LEXUS App Suite app is successful. | A |
| Sign in to LEXUS App Suite app is not successful. | B |
| A | | PROCEED TO NEXT SUSPECTED AREA SHOWN IN PROBLEM SYMPTOMS TABLE |
| B | | ENFORM SERVICES ARE CURRENTLY UNAVAILABLE |
| 10. | CHECK ENFORM SEARCH FUNCTION ON HEAD UNIT |
(a) Sign in to the LEXUS App Suite app on the head unit.
(b) Start a search apps (e.g. Bing) within the LEXUS App Suite app.
(c) Check that a search can be made.
| Result | Proceed to |
|---|---|
| Apps search is successful. | A |
| Apps search is not successful. | B |
| A | | PROCEED TO NEXT SUSPECTED AREA SHOWN IN PROBLEM SYMPTOMS TABLE |
|
| 11. | RECORD ERROR MESSAGES IF PRESENT |
|
| 12. | CHECK ENFORM SEARCH FUNCTION WITH KNOWN GOOD CELLULAR PHONE |
(a) Sign in to the LEXUS App Suite app with a Companion app installed to a known good cellular phone.
(b) Start a search apps (e.g. Bing) within the LEXUS App Suite app.
(c) Check that a search can be made.
| 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.
| A | | RESET CUSTOMER'S CELLULAR PHONE (REMOVE BATTERY) AND TRY AGAIN |
| B | | RESET KNOWN GOOD CELLULAR PHONE (REMOVE BATTERY) AND TRY AGAIN |
| 13. | CONFIRM THE LEXUS APP SUITE APPS (COMPANION APP AND INFOTAINMENT APP) IS DOWNLOADED TO THE CUSTOMER'S CELLULAR PHONE |
(a) Turn the cellular phone on.
(b) Check that the LEXUS App Suite apps (Companion app and Infotainment app) has been downloaded.
| 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 |
| B | | GO TO STEP 15 |
|
| 14. | DOWNLOAD LEXUS APP SUITE APPS (COMPANION APP AND INFOTAINMENT APP) |
(a) Download the LEXUS App Suite apps (Companion app and Infotainment app).
| 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.
| B | | RESET CUSTOMER'S CELLULAR PHONE (REMOVE BATTERY) AND TRY AGAIN |
|
| 15. | CHECK IF THE CUSTOMER'S ACCOUNT IS VALID AND ACTIVE |
(a) Start the LEXUS App Suite app on the customer's cellular phone.
(b) Sign out of the account (if currently signed in).
(c) Sign in using the customer's account information.
| 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.
| B | | GO TO STEP 19 |
|
| 16. | RECORD ERROR MESSAGES IF PRESENT |
|
| 17. | CONFIRM THE CUSTOMER'S CELLULAR PHONE WITH A KNOWN GOOD ENFORM ACCOUNT (e.g. DEALER DEMO ACCOUNT) |
(a) Start the LEXUS App Suite app on the customer's cellular phone.
(b) Sign out of the customer's account (if currently signed in).
(c) Sign in using a known good Enform account (e.g. dealer demo account).
| 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/Enform/ or contact Enform customer support for account status verification.
| A | | CUSTOMER ACCOUNT ISSUE (SIGN OUT OF THE DEALER DEMO ACCOUNT) |
|
| 18. | CONFIRM ENFORM SERVICES ARE AVAILABLE |
(a) Start the LEXUS App Suite app on a known good cellular phone.
(b) Sign out of the account (if currently signed in).
(c) Sign in using a known good Enform account (e.g. dealer demo account).
| 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.
| A | | RESET CUSTOMER'S CELLULAR PHONE (REMOVE BATTERY) AND TRY AGAIN |
| B | | ENFORM SERVICES ARE CURRENTLY UNAVAILABLE |
| 19. | CHECK ENFORM SEARCH FUNCTION ON CUSTOMER'S CELLULAR PHONE |
(a) Sign in to the LEXUS App Suite app on the customer's cellular phone.
(b) Start a search apps (e.g. Bing) within the LEXUS App Suite app.
(c) Check that a search can be made.
| Result | Proceed to |
|---|---|
| Apps search is successful. | A |
| Apps search is not successful. | B |
| A | | PROCEED TO NEXT SUSPECTED AREA SHOWN IN PROBLEM SYMPTOMS TABLE |
|
| 20. | RECORD ERROR MESSAGES IF PRESENT |
|
| 21. | CHECK ENFORM SEARCH FUNCTION ON KNOWN GOOD CELLULAR PHONE |
(a) Sign in to the LEXUS App Suite app on a known good cellular phone.
(b) Start a search apps (e.g. Bing) within the LEXUS App Suite app.
(c) Check that a search can be made.
| 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.
| A | | RESET CUSTOMER'S CELLULAR PHONE (REMOVE BATTERY) AND TRY AGAIN |
| B | | RESET KNOWN GOOD CELLULAR PHONE (REMOVE BATTERY) AND TRY AGAIN |
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