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Bluetooth connection drops and reboots infotainment system

Discussion in 'Prime Audio, Electronics, and Infotainment' started by Ashley_lynn, Jul 24, 2018.

  1. Ashley_lynn

    Ashley_lynn New Member

    Joined:
    Jul 24, 2018
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    Location:
    Chicago
    Vehicle:
    2018 Prius Prime
    Model:
    Prime Plus
    Hi there

    I just purchased my 2018 prius prime plus and am having major issues with the bluetooth connection. We have tried both an iPhone 7 and Samsung Galaxy9, and in both cases, while driving the car with bluetooth connected, the bluetooth will suddenly drop and cut out, and then cause the entire infotainment system to reboot. When we are not using the bluetooth (i.e., plugging the phone into the car with an aux cord) the infotainment system works fine. We also have downloaded the entune app to both phones and are still experiencing the problem. Anyone else experiencing this?
     
    #1 Ashley_lynn, Jul 24, 2018
  2. Jamesb93612

    Jamesb93612 Member

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    Mar 19, 2013
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    Location:
    Clovis, Ca
    Vehicle:
    2008 Prius
    Model:
    N/A
    All the time!!! It’s driving me crazy! If I get an incoming call, the head unit hangs and then reboots. Sometimes I need to turn off the car to get it to reconnect. I’ll be taking it back to the dealership when I get back from vacation.


    iPhone ?
     
    #2 Jamesb93612, Jul 26, 2018
  3. schja01

    schja01 One of very few in Chicagoland

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    Prime Advanced
    It seems independent of the phone since it fails with the iPhone and Android.
     
    #3 schja01, Jul 27, 2018
  4. Ashley_lynn

    Ashley_lynn New Member

    Joined:
    Jul 24, 2018
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    Location:
    Chicago
    Vehicle:
    2018 Prius Prime
    Model:
    Prime Plus
    Happening with both iPhone7 and Samsung GalaxyS9

    So I took it into the dealer, and while my salesperson and I recreated the problem, the service center couldn't recreate it (of course) and they want me to test the car without using the bluetooth to see if it is the infotainment system itself. The thing is, I know it is the bluetooth that is the problem - if I plug the phones into the aux cord and don't use bluetooth, the infotainment system works just fine.

    I've also realized my issue is more related to the audio. If i connect my phone to bluetooth for calls, and keep the audio plugged into the aux cord, the system works fine. I've noticed that the problem occurs when I have audio connected via my phone (so either streaming it via bluetooth or using the Pandora station on the infotainment system which uses my phone's connection) and my signal gets really weak - that is what causes the bluetooth to drop and reboot the system.

    The dealer said to call them back in a week after I have tested deleting my phone from the system and running without bluetooth. I brought up the point about the aux cord and they said it is likely an issue with my phones not being compatible rather than the system itself. If this is the case, I hope some update comes out that fixes these connection issues. I am loving the car in every other respect!
     
    #4 Ashley_lynn, Jul 27, 2018
  5. Tino

    Tino Junior Member

    Joined:
    Aug 16, 2019
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    Location:
    Lowell, MA
    Vehicle:
    2017 Prius Prime
    Model:
    Prime Plus
    This happens to me on my prime plus 2017 frequently in hot days. It seems to be related to heat and definitely Bluetooth. Almost always when I press the call button on the steering wheel the microphone symbol shows up gray and never turns green then it reboots completely resuming whatever I was doing before (usually streaming music via Bluetooth and Spotify)I’m connected usually via Bluetooth but I’ve tested with usb to same result. I’m using iPhone XSmax but with my previous iPhone 7 it was the same.

    I mentioned it to my Toyota dealer and they looked at it but were unable to reproduce issue. Do you have any news on your case? They suggested leaving the car there for a day to try to reproduce it but it seems odd so many people with same issue.
     
    #5 Tino, Aug 16, 2019
  6. Jamesb93612

    Jamesb93612 Member

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    Location:
    Clovis, Ca
    Vehicle:
    2008 Prius
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    N/A
    Unfortunately they don’t care. I’m sure there is widespread reporting that this is happening and yet they have no solution. I too got the same “we can’t reproduce the issue.” Therefore they were unable to do anything about it. I have this problem all the time in my 2018 prime, yet I have no issues in my 2018 Lexus or my 2018 Chevy truck. If I keep this car, I will be looking into replacing the head unit with a CarPlay compatible one.
     
    #6 Jamesb93612, Aug 16, 2019
  7. Tino

    Tino Junior Member

    Joined:
    Aug 16, 2019
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    Location:
    Lowell, MA
    Vehicle:
    2017 Prius Prime
    Model:
    Prime Plus
    Being formerly in the software support side I know that key for solving an issue is being able to reproduce it... there’s no other way around it. It seems you can’t pinpoint exactly when it occurs with me it’s always when I press the call button. I’m extremely happy with the car in every aspect and this really is annoying but if this is triggered by heat or Bluetooth/Entune compatibility I think I will try leaving the car at the dealership so they can test it in depth. We should keep posting until one of us is heard.
     
    #7 Tino, Aug 17, 2019
  8. Jamesb93612

    Jamesb93612 Member

    Joined:
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    Location:
    Clovis, Ca
    Vehicle:
    2008 Prius
    Model:
    N/A
    I agree with you. Unfortunately this vehicle is the vehicle I work out of 6 days a week. I also agree with you that it has something to do with hitting the call button. Often times I am trying to place a call and the headunit will just hang and will never connect the call, followed by a reboot maybe 5-10 seconds after hitting the button. For now I deal with it as I have no choice. I can’t be without my car while the dealership tries to figure it out.
     
    #8 Jamesb93612, Aug 18, 2019
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