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Home >> Kia >> 2019 >> Optima S >> Repair and Diagnosis >> External Pages >> Different variant/trim >> Section 233 (Audio/Video/Navigation (AVN) System (PHEV)) >> Troubleshooting >> Carplay/Android Auto

Carplay/Android Auto

WARNING: This page is about a different variant/trim than selected.
  1. Features/Misdiagnose cases
    Inspection Description
    (1) System features Turn on Android Auto/Carplay option ON on H/U connectivity settings, connect to multi-terminal.
    Carplay/Android Auto screen must be displayed
    Android phone features Android Auto, iPhone for Carplay
    (2) Misdiagnose cases
    1. If AA/CP Setting is turn OFF at Setup → Connectivity Settings
    2. If iPhone background is locked, incoming calls will not be displayed on H/U screen.
      1. Modify iPhone settings to change display
    3. Issue can occur if USB cable has bad connection, or non-standard USB cable
    G13157760Courtesy of KIA MOTORS AMERICA, INC.
  2. Android Auto/Carplay does not start
    Issue Inspection Description
    Android AutoCarplay does not start (1) H/U Setting
    1. Check that Android Auto or Carplay is enabled. Setup → Connectivity Settings
    G13157761Courtesy of KIA MOTORS AMERICA, INC.
    Android AutoCarplay does not start (2) Connection with multiterminal and phone
    1. Check USB cable connection status of phone and multi-terminal
      1. If connection is good, check damaged pin/socket
    G13157762G13157763G13157764Courtesy of KIA MOTORS AMERICA, INC.KIA MOTORS AMERICA, INC.KIA MOTORS AMERICA, INC.
    G13157762G13157763G13157764Courtesy of KIA MOTORS AMERICA, INC.KIA MOTORS AMERICA, INC.KIA MOTORS AMERICA, INC.
    G13157762G13157763G13157764Courtesy of KIA MOTORS AMERICA, INC.KIA MOTORS AMERICA, INC.KIA MOTORS AMERICA, INC.
    Cannot play Android AutoCarplay (3) USB cable status (Genuine, aftermarket)
    1. Check if customer is using genuine USB cable
      1. Issues might occur if aftermarket USB cable is used
    G13157765Courtesy of KIA MOTORS AMERICA, INC.
    Cannot play Android AutoCarplay (3) USB cable status (Genuine, aftermarket)
    G13157766Courtesy of KIA MOTORS AMERICA, INC.
    Cannot play Android AutoCarplay (3) Android Auto/Carplay requirements
    1. Check phone specification
      1. For CP/AA feature, phone must meet the requirements below
    G13157767Courtesy of KIA MOTORS AMERICA, INC.
    Cannot play Android AutoCarplay (4) Phone settings
    1. For Android, see if USB configuration is set to MTP (Media Transfer Protocol)
      1. Mode change required if configuration is set to 'Charging only'
    2. Confirm phone settings & change method
      1. Select "Settings > About Phone" from phone
      2. Scroll down to "Build Number", touch display 7 times to see below message

        "You are now a developer~" "Developer mode has been turned on"

      3. On settings, select "Developer Options > USB configuration"
      4. Select MTP (Media Transfer Protocol) and reconnect to Carplay
    G13157768Courtesy of KIA MOTORS AMERICA, INC.
    (5) Phone reset
    1. Perform phone soft reset
      1. For iPhone: Press and hold both the Sleep/Wake and Home buttons simultaneously for at least 10 seconds, until you see the Apple logo.
      2. For Android phone: Press and hold both the Power on/off and volume down button for at least 10 seconds. (iPhone with no home button: Same as this method)
  3. Carplay - Call
    Issue Inspection Description
    Incoming calls go straight to private mode (1) Phone settings
    1. Check phone settings
      1. Select Hands free mode from phone
      2. Press "Phone" button from H/U, select "Hands Free Mode" icon to change from private mode to Hands free mode
    Hands Free does not work when receiving call after connecting USB cable to multiterminal (1) Reconnect phone
    1. Check phone settings
      1. End call
      2. Disconnect USB cable and reconnect to phone and multi-terminal
      3. Call again
    Cannot swap calls during multiple call session (1) Check phone spec
    1. Check phone spec
      1. End Carplay first, then perform swap call testing using the phone only
      2. If no issues found, re-connect the phone to multi-terminal
      3. Call again
  4. Carplay - Sound
    Issue Inspection Description
    Cannot mute Audio during a call (1) Check phone spec
    1. Check phone sound
      1. Make call again, then press mute button
      2. If issue continues, end call then set audio volume to 0 then make call again
    Sound output for voice recognition does not work (Siri, Phone) (1) Check phone spec
    1. Phone spec
      1. Check volume level on phone
      2. Move to different mode and check for sound output
      3. Disconnect USB cable and reconnect to phone and multi-terminal
      4. Perform iPhone soft reset
    Bad call quality (1) Phone spec/USB cable connection
    1. Phone sound quality
      1. Check communication status (Reception signal)
      2. USB cable connection status (Phone - Multi-terminal)
      3. Compare call quality between Private mode and Hands Free mode
        1. If there is quality difference, replace USB cable and re-test

          (Recommended to use Apple certified genuine USB cable)
  5. Carplay - Connection/Button
    Issue Inspection Description
    • Cannot connect to CP, disconnects
    • USB disconnects
    		 (1) Phone spec/USB cable connection
    1. Phone spec/USB cable connection
      1. Disconnect USB cable and reconnect to phone and multi-terminal
      2. Perform iPhone soft reset
        1. Soft reset method: Press and hold both the Sleep/Wake and Home buttons simultaneously for at least 10 seconds, until you see the Apple logo.
    Steering wheel button does not work
    (Volume change, Call)    		 (1) Phone spec/USB cable connection, H/U button
    1. Phone spec/USB cable connection/Use H/U button
      1. Use H/U button to duplicate issue
        1. If H/U button is working, then steering wheel button is defect
      2. While in Apple Carplay screen, press home button and check voice recognition feature
      3. Disconnect USB cable and reconnect to phone and multi-terminal
      4. Perform iPhone soft reset
        1. Soft reset method: Press and hold both the Sleep/Wake and Home buttons simultaneously for at least 10 seconds, until you see the Apple logo.
    2. Steering wheel call button will not work if not engaging in a call (normal spec)
      1. To make call, press phone button on H/U to access phone display
    iPhone touchscreen is not working (1) Phone spec/USB cable connection
    1. Phone spec and connection status
      1. Disconnect USB cable and reconnect to phone and multi-terminal
      2. Perform iPhone soft reset
        1. Soft reset method: Press and hold both the Sleep/Wake and Home buttons simultaneously for at least 10 seconds, until you see the Apple logo.
    iHeart Radio does not work when Seek Up/Down button is pressed (1) Phone spec and 3rd Party Application Status
    1. Check phone spec and 3rd party app status
      1. Disconnect USB cable and reconnect to phone and multi-terminal
      2. Perform iPhone soft reset
        1. Soft reset method: Press and hold both the Sleep/Wake and Home buttons simultaneously for at least 10 seconds, until you see the Apple logo.
  6. Carplay - Siri
    Issue Inspection Description
    Siri not responding (1) Phone spec/USB cable connection
    1. Phone spec/USB cable connection
      1. Check reception signal on the phone
      2. Disconnect USB cable and reconnect to phone and multi-terminal
      3. Perform iPhone soft reset
        1. Soft reset method: Press and hold both the Sleep/Wake and Home buttons simultaneously for at least 10 seconds, until you see the Apple logo.
      4. Check if different iPhone duplicates issue
    Siri sound issue (1) Phone spec/USB cable connection
    1. Phone spec/USB cable connection
      1. Change to different mode (Radio, Media) and adjust volume
      2. Disconnect USB cable and reconnect to phone and multi-terminal
      3. Perform iPhone soft reset
        1. Soft reset method: Press and hold both the Sleep/Wake and Home buttons simultaneously for at least 10 seconds, until you see the Apple logo.
      4. Check if different iPhone duplicates issue
    Siri voice recognition fail (1) Phone spec
    1. Phone spec
      1. Check reception signal on the phone
      2. Reconnect iPhone and re-try
      3. Check if different iPhone duplicates issue
      4. Remove USB cable, check if issue duplicates on iPhone itself
    Siri black screen (1) Phone spec/USB cable connection
    1. Phone spec/USB cable connection
      1. Check reception signal on the phone
      2. Disconnect USB cable and reconnect to phone and multi-terminal
      3. Perform iPhone soft reset
        1. Soft reset method: Press and hold both the Sleep/Wake and Home buttons simultaneously for at least 10 seconds, until you see the Apple logo.
      4. Check if different iPhone duplicates issue
    Siri not working (GPS related) (1) Phone settings
    1. Check iPhone settings (GPS)
      1. GPS mode must be ON in iPhone

        (Settings > Privacy > Location Services > ON)

      2. Apples Maps must be ON
      3. Disconnect USB cable and reconnect to phone and multi-terminal
    Cannot shut down Siri (1) Phone spec/USB cable connection
    1. Phone spec/USB cable connection
      1. Start Siri session
      2. Disconnect USB cable and reconnect to phone and multi-terminal
    Does not recognize Siri voice command (3rd Party Apps) (1) Normal spec
    1. This is normal spec. Start Siri session
      1. Siri command is optimized to use for applications from Apple. Siri command may not work for 3rd party applications.
  7. Carplay - Text message
    Issue Inspection Description
    No sound after text message displays "Empty" (1) Phone spec
    1. Phone spec
      1. Press "Play" to start music from the phone
      2. Change to different mode (Radio, Media) and adjust volume
      3. Check if different iPhone duplicates issue
    No alert on text message
    • Cannot read new messages
    		 (1) Phone spec/USB cable connection
    1. Phone spec/USB cable connection
      1. Check reception signal on the phone
      2. Check "Notifications" settings on the phone

        (Settings > Notifications > Messages > Allow Notifications.)

      3. Disconnect USB cable and reconnect to phone and multi-terminal
    Text message voice is heard from phone, not speaker (1) Phone spec
    1. Phone spec
      1. Disconnect USB cable and reconnect to phone and multi-terminal
  8. Carplay - Media
    Issue Inspection Description
    Music from iTunes or 3rd party app does not play after ending call while playing music (1) Phone spec
    1. Check phone
      1. Press "Play" to start music from the phone
      2. Check if different iPhone duplicates issue
    • Wrong music title is displayed
    • Play time does not match
    		 (1) Phone spec
    1. Check phone
      1. Press 'Seek Up/Down' or 'Channel Up/Down' on H/U
      2. Disconnect USB cable and reconnect to phone and multi-terminal
    • Change display to Carplay home screen from iTunes music
    		 (1) Phone spec
    1. Check phone
      1. Change to different mode and switch back to iTunes music
      2. Disconnect USB cable and reconnect to phone and multi-terminal
    • Mode change while playing music/Cannot play when iPhone is locked
    		 (1) Phone spec
    1. Check phone
      1. Check reception signal on the phone
      2. Unlock iPhone, then press other button like Radio or Media
      3. Check app. Version. If available, apply latest version for 3rd Party Apps.
      4. Restart app: Press Home button twice to show the multitasking tray. Navigate to the app screen you want to quit, then swipe up the app card to shut down by flicking it up and off the screen
  9. Carplay - Navigation
    Issue Inspection Description
    Map displays Inaccurate current location (1) Phone spec
    1. Check phone (Issue tends to occur on certain areas)
      1. Re-test at different location
      2. Disconnect USB cable and reconnect to phone and multi-terminal
      3. Perform iPhone soft reset
    • Unable to search destination
    • Route shows after canceling search
    • Freeze on map
    • Map screen is upside down
    		 (1) Phone spec
    1. Check phone
      1. Re-enter destination or POI
      2. Disconnect USB cable and reconnect to phone and multi-terminal
      3. Perform iPhone soft reset
    • Does not display shortcut
    • Only shows current location. No map displayed
    		  
    1. Check phone
      1. Change to different screen on the iPhone, then change back to map
      2. Disconnect USB cable and reconnect to phone and multi-terminal
      3. Select Apple Maps after pressing Home button
  10. Carplay - Display
    Issue Inspection Description
    • Screen freeze
    • Carplay screen disappears
    • Black screen
    		 (1) Phone spec
    1. Check phone
      1. Press any button on iPhone
      2. Disconnect USB cable and reconnect to phone and multi-terminal
      3. Perform iPhone soft reset
    Black screen/Does not play while suing 3rd party app (1) Phone spec
    1. Check phone
      1. Check reception signal on the phone
      2. Quit and restart app: Press Home button twice to show the multitasking tray. Navigate to the app screen you want to quit, then swipe up the app card to shut down by flicking it up and off the screen
      3. Check version: If available, apply latest version for 3rd Party Apps.
      4. Disconnect USB cable and reconnect to phone and multi-terminal
      5. Perform iPhone soft reset
    Black screen while suing 3rd party app (1) Phone spec
    1. Check phone
      1. Quit and restart 3rd party app.
      2. Disconnect USB cable and reconnect to phone and multi-terminal
      3. Perform iPhone soft reset
    Incoming calls does not appear on Carplay screen (1) Phone settings
    1. Check iPhone lock settings (Normal spec when iPhone is locked)
      1. Unlock iPhone
      2. Change iPhone Carplay setting

        Settings > General > CarPlay > MY CARS > Select the appropriate vehicle > Allow CarPlay While Locked

      3. If issue continues, follow steps below
        1. Change iPhone settings: Phone Settings > General > CarPlay > MY CARS > Select the appropriate vehicle > Forget This Car.
        2. Disconnect USB cable and reconnect to phone
        3. Press "Allow" when following message appears "Allow Carplay with [Car Name] while phone is locked?"
  11. Carplay - Others
    Issue Inspection Description
    Account info message appears when playing music from 3rd party apps (1) Normal spec
    1. Normal spec
      1. Some 3rd party apps require user's account information while accessing Apple Carplay
  12. Android Auto - Bluetooth
    Issue Inspection Description
    Unable to pair phone after connecting USB cable (1) Normal spec
    1. Normal spec
      1. Only Android phones will pair to Android Auto
      2. To pair a different phone, disconnect USB cable and try BT Pairing
    Takes too much time to load call/text history (1) Normal spec
    1. Normal spec
      1. Android Auto information update can take up to 10 minutes after ACC ON
      2. For updated information, wait 10 minutes before reconnecting USB cable after ACC ON
    Does not display full name (1) Normal spec
    1. Normal spec
      1. Name gets cut if saved contact name is longer than display shown
      2. Edit contact and reduce number of characters for name
    Android Auto - Phone book list does not appear (1) Normal spec
    1. Normal spec
      1. Android Auto does not support phone book list
      2. Search phone book from the phone
    1. 12. Android Auto - Call mode
      Issue Inspection Description
      Incoming calls go straight to private mode (1) Phone settings
      1. Check phone settings
        1. Select Hands Free mode from phone
        2. Press "Phone" button, select "Hands Free Mode" icon to change mode
        3. Check phone compatibility (https://support.google.com/androidauto/)
      Cannot swap calls while in multiple call session (No call sound) (1) Phone settings
      1. Swap call using phone only
        1. Shut down Android Auto, then use phone to swap calls
        2. Disconnect USB cable and reconnect to phone and multi-terminal
        3. Check phone compatibility (https://support.google.com/androidauto/)
      Start/End call button does not work on phone (1) Phone settings
      1. Check phone
        1. Shut down Android Auto, then use phone to swap calls
        2. Disconnect USB cable and reconnect to phone and multi-terminal
        3. Check phone compatibility (https://support.google.com/androidauto/)
      Incoming calls does not appear on AA screen (1) Phone settings
      1. Check phone
        1. Disconnect USB cable and reconnect to phone and multi-terminal
        2. Check phone compatibility (https://support.google.com/androidauto/)
  13. Android Auto - Connection/Button
    Issue Inspection Description
    Steering wheel button does not work (volume adjust, make call) (1) Phone spec/USB cable connection, H/U button
    1. Check phone spec, USB cable connection, and H/U button
      1. Test voice command on the phone
      2. Disconnect USB cable and reconnect to phone and multi-terminal
      3. Perform iPhone soft reset
    • Weak signal
    • Slow text message
    • Verbal text read back not working
    • No media playback after call ends
    • Google search like Phonebook, music, POI, address are inaccurate
    • Slow/blinks during mode change
    • Google voice action shuts down
    		 (1) Carrier Network status
    1. Issue can occur when network status is poor. Compare with other carriers
      1. Check if other carrier duplicates same issue
      2. Re-test when network status is good
    USB disconnects (1) Phone settings
    1. Check phone
      1. Restart Android Auto by pressing Android Auto button
      2. Disconnect USB cable and reconnect to phone and multi-terminal
      3. Check phone compatibility (https://support.google.com/androidauto/)
    iHeart Radio does not work when Seek Up/Down button is pressed (1) Phone spec/3rd party application status
    1. Check phone spec and 3rd party app status
      1. Disconnect USB cable and reconnect to phone and multi-terminal
      2. Check if different phone duplicates issue
  14. Android Auto - Sound
    Issue Inspection Description
    Pop-noise while voice recognition is in use (1) Phone settings
    1. Check phone sound quality
      1. Check if different phone duplicates issue
      2. Disconnect USB cable and reconnect
    Voice command not working, Voice recognition icon is not activated (1) Phone settings
    1. Check phone
      1. Check reception signal on the phone
      2. Press Mic button
      3. Press VR button on steering wheel to test voice command
      4. Disconnect USB cable and reconnect
      5. Check if different phone duplicates issue
      6. Check phone compatibility (https://support.google.com/androidauto/)
    No sound after voice command (1) Phone & H/U settings
    1. Check phone and H/U settings
      1. Check volume level on H/U. Check if sound is muted.
      2. Check Android Auto App version. Update to latest version if needed
      3. Disconnect USB cable and reconnect
      4. Check phone compatibility (https://support.google.com/androidauto/)
    Cannot adjust audio volume. after txt is sent (AA volume adjust works) (1) Phone settings
    1. Check phone
      1. Disconnect USB cable and reconnect
      2. Reset H/U and re-test (Press RESET button with)
    Navigation voice guidance volume changes automatically (1) Vehicle settings
    1. Check vehicle settings
      1. Check SDVC (Speed Dependent Volume Control) settings
        1. → If SDVC is ON, volume changes automatically as speed changes.

        Turn SDVC off to prevent unwanted volume change.
    No sound when using Google Maps (1) Phone settings
    1. Check phone
      1. Check Android Auto version. If available, update to latest version
      2. Move to different mode (Radio, Media) and check if there is sound
      3. Disconnect USB cable and reconnect
      4. Check phone compatibility (https://support.google.com/androidauto/)
    Navi-voice guidance has no sound when mode is changed from Navigation to AA (1) Phone & H/U settings
    1. Check phone
      1. Disconnect USB cable and reconnect
      2. Quit Navigation from H/U and re-start
      3. Perform hard key reset by pressing reset button using a pen
    H/U Voice recognition does not work (1) Normal spec
    1. Normal spec for Android Auto
      1. When Android Auto is ON, voice recognition feature is not activated. instead, voice recognition feature is replaced by Google voice action
    Google voice action searches wrong destination (1) Google server issue
    1. Check Google server issue
      1. Android Auto support web page (https://support.google.com/androidauto/)
    No sound from 3rd party app. (1) Phone settings
    1. Phone spec
      1. Quit all running apps

        Settings > Application > Application manager > All > Google Play Music > Touch Force Stop

      2. Check if 3rd party app has latest software version
      3. Disconnect USB cable and reconnect
      4. Power off phone, then turn on
  15. Android Auto - Display
    Issue Inspection Description
    Black screen after voice command (1) Phone settings
    1. Check phone
      1. Test voice command using phone only
      2. Check if different phone duplicates issue
      3. Check phone compatibility (https://support.google.com/androidauto/)
    Voice search not working (1) Phone settings
    1. Check phone (Issue occurs on Samsung Galaxy S5 & S4)
      1. Security policy update

        Settings>Security>Security policy updates>Check for updates
    Display freeze if text message is received or select text read back on AA screen (1) Phone settings
    1. Check phone
      1. Touch bottom Android Auto screen, press any button on H/U
      2. Disconnect USB cable and reconnect
      3. Check phone compatibility (https://support.google.com/androidauto/)
    Black screen when app is closed abnormally (1) Phone settings
    1. Check phone
      1. Shut down all running apps

        Settings > Application > Application manager > All > Google Play Music > Touch Force Stop

      2. Disconnect USB cable and reconnect
      3. Check phone compatibility (https://support.google.com/androidauto/)
      4. Phone power off, then turn on
    No RSSI icon display (Received signal strength indicator) (1) Phone settings
    1. Check phone (Issue occurs on some phones from Samsung)
      1. Check phone compatibility (https://support.google.com/androidauto/)
    3rd party app. Displays black screen (1) Phone settings
    1. Check phone
      1. Test voice command using phone only
      2. Check if different phone duplicates issue
      3. Check phone compatibility (https://support.google.com/androidauto/)
  16. Android Auto - Text message
    Issue Inspection Description
    No sound after text message displays "Empty" (1) Phone settings
    1. Check phone
      1. Check if Android Auto App. Is updated to the latest version
      2. Change to different mode (Radio, Media) and adjust volume
      3. Check phone compatibility (https://support.google.com/androidauto/)
    No alert on text message
    • Cannot read new messages
    		 (1) Phone spec/USB cable connection
    1. Check phone and connection status
      1. Check reception signal on the phone
      2. Disconnect USB cable and reconnect
      3. Check phone compatibility (https://support.google.com/androidauto/)
    Cannot read text messages before connecting to Android Auto (1) Normal spec
    1. Normal spec
      1. Android Auto website (https://support.google.com/androidauto/)
    Text message voice is heard from phone, not speaker (1) Phone settings
    1. Check phone
      1. Disconnect USB cable and reconnect to phone and multi-terminal
  17. Android Auto - Media
    Issue Inspection Description
    No music sound ("Unfortunately, Google Play services has stopped". message appears) (1) Phone settings
    1. Check phone
      1. Shut down the app, and try Google Play Music from phone

        Settings > Application > Application manager > All > Google Play Music > Touch Force Stop

      2. Check phone compatibility (https://support.google.com/androidauto/)
    Google music does not work after ending call (1) Phone settings
    1. Check phone
      1. Press "Play" from Google Play Music
    • Google music is playing, but there is no sound from speaker
    		 (1) Phone settings
    1. Check phone
      1. Check if volume level is set low on the phone or H/U
      2. Change to different mode, and change back to Google Play Music
      3. Disconnect USB cable and reconnect
      4. Reset the phone
    • While music is playing, after music changes next song status bar above does not close
    		 (1) Phone settings
    1. Check phone
      1. Close the status bar by pressing icon X
      2. Quit and restart Google Play Music
    • Wrong title is displayed while playing
    • Play time does not match
    		 (1) Phone settings
    1. Check phone
      1. Press Seek Up/Down or Channel Up/Down button on H/U
      2. Disconnect USB cable and reconnect to phone and multi-terminal
  18. Android Auto - Navigation
    Issue Inspection Description
    Map displays Inaccurate current location (1) Phone settings
    1. Check phone (Issue tends to occur on certain areas)
      1. Re-test at different location
      2. Disconnect USB cable and reconnect to phone and multi-terminal
      3. Reset the phone
    • Unable to search destination
    • Route shows after canceling search
    • Freeze on map
    • Map screen is upside down
    		 (1) Phone settings
    1. Check phone
      1. Re-enter destination or POI
      2. Disconnect USB cable and reconnect to phone and multi-terminal
      3. Quit Google Maps App. Then retry

        Settings > Application > Application manager > All > Google Maps, select Force Stop

      4. Reset the phone
    • Does not display shortcut
    • Only shows current location. No map displayed
    		 (1) Phone settings
    1. Check phone
      1. Change to different screen on the iPhone, then change back to map
      2. Disconnect USB cable and reconnect to phone and multi-terminal
      3. Select Apple Maps after pressing Home button
  19. Android Auto - Others
    Issue Inspection Description
    Account info message appears when playing music from 3rd party apps (1) Normal spec
    1. Normal spec
      1. Some 3rd party apps require user's account information while accessing Android Auto
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