Lexus ES: 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/MobileLink/).
| 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. | CONFIRM THE LEXUS APP SUITE APP IS DOWNLOADED TO THE CUSTOMER'S CELLULAR PHONE |
(a) Turn the cellular phone on.
(b) Check that the LEXUS App Suite app has been downloaded.
| Result | Proceed to |
|---|---|
| LEXUS App Suite app has not been downloaded. | A |
| LEXUS App Suite app has been downloaded. | B |
| B | | GO TO STEP 5 |
|
| 4. | DOWNLOAD LEXUS APP SUITE APP |
(a) Download the LEXUS App Suite app.
| Result | Proceed to |
|---|---|
| LEXUS App Suite app downloaded successfully. | A |
| LEXUS App Suite 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 or resetting the customer's cellular phone.
| B | | RESET CUSTOMER'S CELLULAR PHONE (REMOVE BATTERY) AND TRY AGAIN |
|
| 5. | 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 9 |
|
| 6. | RECORD ERROR MESSAGES IF PRESENT |
|
| 7. | 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/MobileLink/ or contact Enform customer support for account status verification.
| A | | CUSTOMER ACCOUNT ISSUE (SIGN OUT OF THE DEALER DEMO ACCOUNT) |
|
| 8. | 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 |
| 9. | 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 app (e.g. Bing) within the LEXUS App Suite app.
(c) Check that a search can be made.
| Result | Proceed to |
|---|---|
| App search is successful. | A |
| App search is not successful. | B |
| A | | PROCEED TO NEXT SUSPECTED AREA SHOWN IN PROBLEM SYMPTOMS TABLE |
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| 10. | RECORD ERROR MESSAGES IF PRESENT |
|
| 11. | 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 app (e.g. Bing) within the LEXUS App Suite app.
(c) Check that a search can be made.
| Result | Proceed to |
|---|---|
| App search is successful. | A |
| App 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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