Uconnect Troubleshooting and Customer Support
Guide
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?
How do you re-pair a phone to a Uconnect System? - ✔✔Delete devices from the phone and the
Uconnect System, and start pairing process again.
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.
Which of the following is true of preforming a "Return to New" function on a Uconnect Connected
Services trial Period, for a vehicle that was mistakenly enrolled before the sale? - ✔✔NOT-The vehicle
can be "Returned to New" with just a phone call to provide the Dealer Code and VIN, with Sales
Manager authorization.
A customer asks, "Why doesn't TomTom Navigation on my Uconnect 5 NAV help me avoid traffic jams?"
- ✔✔The customer has not activated TomTom Traffic and Travel Services, which provide access to the
real time traffic data.
A customer is very interested in a Wagoneer's Wagoneer app, but isn't ready to buy, so the vehicle is not
enrolled. What is the recommended way to show the customer more about the app? - ✔✔Download
the app to your own phone and use the "Demo Mode" to help the customer understand key features.
When a customer is having Wi-Fi hotspot connectivity issues after subscribing to it and successfully
activating the system, what should you advise? - ✔✔NOT-Deactivate the hotspot from the Uconnect
screen, turn the radio off/on and reactivate the hotspot.//NOT- Tell him to wait 24 hours to ensure that
any system update has time to integrate into the system.
Guide
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?
How do you re-pair a phone to a Uconnect System? - ✔✔Delete devices from the phone and the
Uconnect System, and start pairing process again.
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.
Which of the following is true of preforming a "Return to New" function on a Uconnect Connected
Services trial Period, for a vehicle that was mistakenly enrolled before the sale? - ✔✔NOT-The vehicle
can be "Returned to New" with just a phone call to provide the Dealer Code and VIN, with Sales
Manager authorization.
A customer asks, "Why doesn't TomTom Navigation on my Uconnect 5 NAV help me avoid traffic jams?"
- ✔✔The customer has not activated TomTom Traffic and Travel Services, which provide access to the
real time traffic data.
A customer is very interested in a Wagoneer's Wagoneer app, but isn't ready to buy, so the vehicle is not
enrolled. What is the recommended way to show the customer more about the app? - ✔✔Download
the app to your own phone and use the "Demo Mode" to help the customer understand key features.
When a customer is having Wi-Fi hotspot connectivity issues after subscribing to it and successfully
activating the system, what should you advise? - ✔✔NOT-Deactivate the hotspot from the Uconnect
screen, turn the radio off/on and reactivate the hotspot.//NOT- Tell him to wait 24 hours to ensure that
any system update has time to integrate into the system.
