PHONEBOOK Contacts Fail To Download (PS295 REV1)

PHONEBOOK CONTACTS FAIL TO DOWNLOAD

TECHNICAL SERVICE BULLETIN

SERVICE INFORMATION

This article provides information related to troubleshooting phonebook download concerns, methods available to download contacts, and the number of contacts that can be downloaded on various 2014MY and 2015MY head units. Contacts from a customer's phone can be downloaded to the head unit (Base Audio, UVO, or Navigation) in one of the following ways (depending upon model, head unit type and software version):

DOWNLOAD AT INITIAL PAIRING

Phonebook will automatically download at pairing if the customer has the option turned on in their phone and they have accepted all requests for phonebook download on their device.

MANUAL DOWNLOAD BUTTON

The head units on some models may have a manual download button, found on the Contacts Screen, which allows the customer to manually download their contacts.

CONTACTS SYNC SET TO "ON"

On some models, the Contacts Sync feature allows the customer to choose whether their phone contact list will transfer to the vehicle contacts each time the phone is connected or only at the initial pairing. Follow the instructions in the owner's manuals to enable or disable contacts syncing.

NUMBER OF PHONEBOOK ENTRIES ALLOWED

Head Unit Generation	Applicable Models(1)	Number of entries allowed
AVN 3.0, 3.5, 4.0 Premium Navigation with e-Services	Cadenza (VG), Forte (YD), Optima (QF), Sorento (XMa), Soul (PS), Sportage (SL), 2015MY K900 (KH), 2015MY Sedona (YP), 2016 Sorento (UMa)	5,000
UVO e-Services without Navigation UVO2	Forte (YD), Optima (QF), Sorento (XMa), Soul (PS), Sportage (SL), 2015MY Sedona (YP), Sorento (UMa)	2,000
Base Audio 3.0	Forte (YD), Optima (QF), Sorento (XMa), Soul (PS), Sportage (SL), 2015MY Sedona (YP), Sorento (UMa)	1,000
UVO 1	Rio (UB)	1,000
(1) 2014MY and 2015MY, unless otherwise noted.

TROUBLESHOOTING

For customer complaints related to "Phonebook fails to download at all", check the following:

1. Try to duplicate the customer's issue by first deleting the customer's phone from the head unit and the vehicle's head unit from the phone. Reboot the customer's phone (turn the phone off and back on or remove the phone battery for 2 minutes). Pair the phone again and confirm the customer's issue.
2. Check to make sure the customer's phone has been tested as compatible by accessing http://www.kia.com/us/en/#/content/owners/bluetooth  . Be sure to check that the carrier and software version match the information listed on the website to ensure compatibility.
   NOTE: A software version that is not listed has not been tested; however, it may or may not be compatible.
3. Has the customer accepted all requests on their phone for contact download and for future connections. This is required on Android, Blackberry and other phones. On phones such as the iPhone®, make sure "Sync Contacts" function is turned on.
4. Try a known compatible phone (http://www.kia.com/us/en/#/content/owners/bluetooth  ) in the customer's vehicle and confirm that the contacts download successfully. If the contacts do NOT  download successfully with a known compatible phone, try resetting the head unit with a reset button if it is available on the head unit.
5. Try the customer's phone in a like vehicle (same model year, model, head unit type, software version preferably) and confirm the contacts will successfully download from the customer's phone onto that vehicle.
6. If contacts will NOT  download from a known compatible phone and contacts from the customer's phone WILL  download on a like vehicle, the vehicle may require a head unit replacement.