HandsFreeLink System Troubleshooting
HFL System Troubleshooting
NOTE:
Check the vehicle battery condition first.
Before you troubleshoot, make sure to follow the General Troubleshooting Information.
Make sure the cell phone with Bluetooth is Honda approved and configured correctly. Online, go to handsfreelink.honda.com, or call the HFL customer service at 888-528-7876.
You must be able to duplicate the customer's concern to successfully diagnose the problem. If you cannot duplicate the issue, have the customer demonstrate it.
Once the symptom is duplicated, contact the HFL customer service at 888-528-7876. Many HFL issues are related to the cell phone and not the HFL system.
See if you can duplicate the symptom in a known-good vehicle under the same conditions. If you can, it is probably a characteristic of the system.
Always use the customer's cell phone to successfully diagnose the problem.
1.
Determine possible failure area (Bluetooth cell phone, others) 1:

Determine possible failure area (Bluetooth cell phone, others) 1
?1.
Make sure the cell phone with Bluetooth is approved by checking handsfreelink.honda.com, or call the HFL customer service at 888-528-7876.

Is the Bluetooth cell phone approved?

     
YES
     
     
     
Go to step 2.
     
NO
     
     
     
Explain to the customer that the Bluetooth cell phone is not approved. Recommend they get an approved Bluetooth cell phone. Go to handsfreelink.honda.com for a list of approved Bluetooth cell phones.?
2.
Determine possible failure area (Bluetooth cell phone, others) 2:

Determine possible failure area (Bluetooth cell phone, others) 2
?1.
Check if the Bluetooth cell phone has any special requirements (software version, configuration, etc.). Call the HFL call center at 888-528-7876 for help.

Is the correct software version loaded and is the Bluetooth cell phone properly configured?

     
YES
     
     
     
Go to step 3.
     
NO
     
     
     
Explain to your customer that the Bluetooth cell phone software needs to be updated or the Bluetooth cell phone needs to be configured properly. If the HFL call center is able to help you configure the phone, explain the proper settings, otherwise direct your customer to contact their Bluetooth cell phone manufacturer or carrier.?
3.
Determine possible failure area (Bluetooth cell phone, others) 3:

Determine possible failure area (Bluetooth cell phone, others) 3
?1.
Check the features of the approved Bluetooth cell phone at handsfreelink.honda.com, or call the HFL call center at 888-528-7876.

Are all the features approved?

     
YES
     
     
     
Go to step 4.
     
NO
     
     
     
Check and see if the phone's feature that is not approved is the same as the customer complaint. If the complaint is about the feature that is not approved, the vehicle is OK. Explain to the customer that the feature is not approved to work with the HFL. Recommend they contact the HFL customer service at 888-528-7876 to discuss approved phones and configuration issues.?
4.
HandsFreeLink System Status check:

HandsFreeLink System Status check
?1.
Check for HandsFreeLink System Status (without touch screen).

HFL status all OK?

     
YES
     
     
     
Go to step 5.
     
NO
     
     
     
     
NO
     
     
     
     
NO
     
     
     
5.
Problem verification:

Problem verification
?1.
Try to duplicate the problem or have the customer demonstrate the problem.

Can you duplicate the problem?

     
YES
     
     
     
The failure is duplicated, go to step 6.
     
NO
     
     
     
Intermittent failure, the system is OK at this time. Most HFL concerns are related to the phone or how the customer is using the HFL system. Recommend they contact the HFL customer service at 888-528-7876 to discuss approved phones and configuration issues.?
6.
HandsFreeLink control unit check (substitution):

HandsFreeLink control unit check (substitution)
?1.
Pair the approved cell phone with Bluetooth to a known-good vehicle (same model, year, and trim), and try duplicate the problem.

Does the cell phone with Bluetooth have the same problem on the known-good vehicle?

     
YES
     
     
     
Call the HFL customer service at 888-528-7876, not tech line, to make sure the approved cell phone with Bluetooth is configured correctly and has the correct software. If the cell phone with Bluetooth is configured correctly, it is either a characteristic of the HFL system, or a characteristic of the particular approved cell phone with Bluetooth being used. Explain to your customer that this is a system characteristic. Another cell phone from the approved cell phone with Bluetooth list may give more favorable results.?
     
NO