TROUBLESHOOTING BLUETOOTH CALLING ISSUES

If your phone is connected through available Bluetooth®^† and you are having issues with the phone disconnecting, calls breaking up or calls sounding distorted, here are some possible solutions.

SYMPTOMS / TROUBLESHOOTING STEPS

Calls Break Up or Sound Distorted

DO THIS FIRST

1. Verify Bluetooth Connection

Go to the Settings menu on your smart phone and select Bluetooth.
Ensure your smart device is connected to your vehicle’s Bluetooth.

2. Check Phone Settings

Go to the Settings menu on your smart phone and select Bluetooth.
From there, ensure that your smart phone has Bluetooth calling enabled.

3. Restart Your Devices

Turn your vehicle Off.^*
Turn your smart phone Off .
Turn both devices back on to prompt a re-cycle of the Bluetooth pairing process.

4. Re-Pair Device

From your vehicle’s Settings menu, select Bluetooth
From the Bluetooth menu, delete your smart phone as a saved device
From your device, go to the Settings menu and select Bluetooth
Locate your vehicle name from the pairable devices list and touch the Information icon and choose Forget This Device
From the Bluetooth menu, select Pair New Device
Follow the on-screen instructions to complete the pairing process with your smart phone
Ensure the pairing code on your centre display matches the pairing code on your smart phone
Confirm the pairing on both devices
Make a call or play music to test the Bluetooth connection

^*Note: It may be necessary to open the door after turning your vehicle Off to completely reset the infotainment system.

MY PHONE STILL DISCONNECTS

Sometimes, you may have trouble with Bluetooth disconnecting because your phone’s software is out of date. Also ensure your vehicle’s software is up to date, if applicable.^*

Also, if you are on a call when the engine is off, the vehicle may time out of accessory mode to save the battery. When this happens, the connection between your phone and the vehicle will disconnect and the call will be transferred back to your phone.

^*Note: You can check if your vehicle is eligible for software updates, or see the progress of an update, by selecting Settings > System > Vehicle Software > Updates.

CALLS BREAK UP OR SOUND DISTORTED

Here are some possible causes and remedies:

Your cellular signal may not be strong enough. See if the issue persists when your signal is stronger.
Your phone may also be paired to other devices in the vehicle. Try disconnecting the other devices and see if the issue persists.
Your phone may be running other Bluetooth activity in the background (e.g., searching the contact list or downloading a message). The issue should stop when the Bluetooth activity stops.
There may be other Bluetooth activity running in the background on your phone, such as searching the phone book, downloading a message or having certain apps open and in the foreground (e.g., the Amazon app).

ADJUST CALL VOLUME

If your vehicle is equipped with available Bluetooth, it allows you to make and receive calls through your vehicle’s infotainment system. Here are the ways you can adjust the volume of a call:

Adjusting Call Volume

Call volume is determined by both the volume setting on your phone and the vehicle’s audio system’s volume. To adjust:

On the phone: Use the controls on the phone itself to adjust the phone’s volume (you may need to enable this setting on your phone).
On the vehicle’s audio system: Use the volume knob, touch-screen slider or steering wheel controls to adjust the audio system’s volume.

Once you end a phone call, you may need to readjust the vehicle’s audio system’s volume.

Still Having Issues?

Be sure you have the latest software version updated on your phone.
If you’ve updated your phone and are still experiencing Bluetooth calling issues, try deleting and reconnecting your phone to Bluetooth^®.

How to Pair Your Bluetooth^® Smartphone

Q&As

Why can't I make a Bluetooth call?

There are several factors that may affect your Bluetooth call performance. A problem may be caused by your phone’s or vehicle infotainment system’s software. Be sure you have the latest software version for your phone. If you’ve updated your phone and are still experiencing Bluetooth calling concerns, try deleting your phone’s pairing and then pairing it again.

Why won’t my phone automatically connect to Bluetooth?

Select the phone or vehicle you’d like to connect. In most vehicles, you can only have one active Bluetooth connection at a time when your vehicle is on. Check your phone’s and vehicle’s paired devices lists to see which phone is active. The system defaults to the last paired device used in your vehicle. If that device isn’t active, it goes down the list of paired devices until it finds one that is active.

My phone is paired but won’t connect to Bluetooth. What should I do?

Check your phone’s and vehicle’s paired devices lists to ensure that the connection is active. If it is in one of these lists but is not active, simply select the phone or vehicle you’d like to connect. If you are still experiencing issues, you will need to delete and pair again by following the initial pairing instructions.

Why does my vehicle try to connect to an old phone?

Delete the phone that is no longer in use from your vehicle’s paired devices list.

Why does my phone randomly unpair from my vehicle?

When you pair a phone with a vehicle, it involves a process of exchanging security credentials to allow your vehicle to gain access to it. An encryption key is generated and if the key is lost by either your phone or the vehicle, they may need to be paired with each other again. Follow the instructions for How to Pair Your Bluetooth® Smartphone.

Why are my Bluetooth calls breaking up or sounding distorted?

Your calls may break up or sound distorted for the following reasons:

The cellular signal is weak in your location.
Other Bluetooth activity running in the background on your phone, such as searching the phone book, downloading a message or having certain apps open and in the foreground (e.g. the Amazon app.
Other Bluetooth devices in the vehicle are paired with your phone. If the problem continues when you have a strong signal or when you’re sure there’s no other Bluetooth activity interfering, you may need to try deleting your phone from the paired devices list on your vehicle centre display and then pairing it again.

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To find out if your vehicle has this feature, contact your dealer or refer to your vehicle’s equipment list. Please check your Owner’s Manual for more information about features.

Envista

Encore GX

Envision

Enclave

Envista Avenir

Encore GX Avenir

Envision Avenir

Enclave Avenir

Envista ST

Encore GX ST

Envision ST

Enclave ST