UCONEXAM22 - Uconnect Customer FAQs

A customer's iPhone is paired to Uconnect, but text messages don't appear on the Uconnect touchscreen. How should you respond?

Help her to ensure that "Show Notifications" is activated on the iPhone.

What is the most likely cause for a phone to stop connecting via Bluetooth to a Uconnect System?

Phone manufacturer or Uconnect issues a software update.

After an automatic Uconnect update, what might owners need to do?

Re-pair Bluetooth phones and reset radio station presets.

When customers complain that Apple CarPlay or Android Auto have stopped working on their Uconnect 5 system, what should they do first?

Delete the phone from the Uconnect radio, delete Uconnect from the phone's Bluetooth and re-pair the phone to Uconnect.

When a customer is having Wi-Fi hotspot connectivity issues after subscribing to it and successfully activating the system, what should you advise?

Either: Advise him to contact the ATT telephone support resource. Or Deactivate the Wi-Fi hotspot from the Uconnect screen, turn the radio off/on and reactivate the hotspot.

A customer is very interested in a Wagoneer's Wagoneer app, but it isn't ready to buy, so the vehicle is not enrolled. What is the recommended way to show the customer more about the app?

Either: Download the app to your own phone and use the "Demo Mode" to help the customer understand key features. Or Show the customer how the app works on your personal vehicle.

A customer asks, "Why doesn't TomTom Navigation on my Uconnect 5 NAV help me avoid traffic jams?"

Either: The unit's memory needs to be updated by the dealership Service department.The customer has not activated Or TomTom Traffic and Travel Services, which provide access to real time traffic data.

Which of the following is true of performing a "Return to New" function on a Uconnect Connected Services trial period, for a vehicle that was mistakenly enrolled before the sale?

Either: The vehicle can be "Returned to New" using a hidden "Extend Trial Period" softkey button in the Uconnect touchscreen. Or There is a list of required information that must be gathered in advance to send to SiriusXM Guardian or Brand Connect Dealer support.

A customer answers "Yes" by pressing the soft key when Uconnect asks if he would like to begin pairing, but the system cannot find his phone. How should you respond?

Help him to ensure that Bluetooth is activated on his phone.

What is the most complete and accurate way to identify which Connected Services are featured on a specific vehicle?

Look up the VIN on iShowroom.

A customer with a Uconnect 4 NAV system is looking for a new vehicle. What should you present to them?

Matching technology

Whether your customer calls you for help or brings the vehicle into the Service department for Uconnect issues, what is the first step you should take?

Perform a system restart.

The customer's Uconnect 4 system doesn't launch Android Auto when the phone is connected. What is the probable cause?

The customer has not yet downloaded the Android Auto app from the Google Play Store.

Some customers report that their Uconnect 4 System doesn't always recognize Apple CarPlay/Android Auto. What might you suggest?

With the radio powered on, plug and unplug the cable to assist Uconnect in recognizing the device.

A customer wants to pair a second phone but notices that the system doesn't ask her if she would like to pair a phone. Which of the following is true when you assist her?

You should confirm that the system does not prompt the customer to connect a phone when one is already paired and walk her through the steps for adding another phone.

Phone contacts that contain _______________________, may mean the customer has difficulty using voice commands to place calls.

symbols such as an ampersand or "Thumbs Up"

When an onscreen message appears asking for permission to begin a software update, what should the customer do?

Allow the update at a time when the vehicle will not be driven again for several hours.

If the Uconnect 4 System's embedded Voice Recognition doesn't recognize a customer's voice command, what should you ask the customer to help troubleshoot the issue?

Are there any background noises that might be interfering?

A customer says, "I just bought this new cable for my Uconnect 4 system and Apple CarPlay has stopped working consistently." What should you do to help?

Verify that the cable is supplied by the phone manufacturer and that the port is free of lint and particles.

How do you re-pair a phone to a Uconnect System?

Delete devices from the phone and the Uconnect System, and start the pairing process again.