Bulletin Number: 15-221-18R; Revised 02/12/21
Page 25 of 45
Continued...
These screens appear when AA or CarPlay session is active and customer is trying to connect another
phone > no other phone can be connected during a session!
CONDITION# 6.2
Android Auto fails to launch after the phone is connected via genuine USB
cable:
CAUSE:
Earlier versions of Android Auto have been noted as experiencing this condition. The app
was updated during Nov-Dec 2017. When combined with the latest software version in the head unit,
stability has been greatly improved. Open Android Auto on the phone and check the version under
“Settings”.
RECOMMENDATION:
Set Apps to auto update to assure the phone gets the newest version. To
check, go to the Play Store and search for Android Auto. Ensure the head unit has the latest version
software installed.
CONDITION# 6.3:
CarPlay feature no longer functions after shutting off the engine, even
though the head unit is still powered up:
CAUSE:
If this is 8-inch display audio unit, this is a normal operating characteristic. When the
ignition is turned off, the USB hub loses power and terminates the connection between the audio unit
and the paired phone.
RECOMMENDATION:
This is a normal operating characteristic. Do not replace head unit or USB
hub for this complaint.
CONDITION# 6.4:
CarPlay and/or Android Auto does not launch consistently:
CAUSE:
Possible poor connectivity to USB Media Hub. Harman and SBR investigations have
attributed these issues to use of non-genuine cable connections between the paired phone and USB
hub or, in a limited number of cases, marginal USB hub operation.
RECOMMENDATION:
New firmware has been released to improve / enhance connectivity.
NOTE:
This enhancement assumes use of factory certified connection cable. Aftermarket cables
do not always offer sufficient data connectivity to achieve the desired device function. Always use
a genuine cable. NEVER replace the USB hub unless the condition is verified while using a cable
confirmed to be genuine.
Please remember to review
TSB 15-220-18R: “Troubleshooting Apple CarPlay and Android Auto
connectivity Concerns”
for additional reference details.
