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Gateway 500 (GW51MO2) support issues

29

4.

Gateway 500 (GW51MO2) support issues

a.

iPod/iPhone compatibility

b.

USB compatibility

c.

USB does not work

d.

firmware update

e.

alternator noise via AUX

f.

volume issues

g.

installation and programming issues

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Содержание Lite BT

Страница 1: ...Troubleshooting Guide for Installing Dension Products 2014 ...

Страница 2: ...ol 12 Q Other issues Gateway is not recognized Alternator noise 12 R Firmware update 12 S BMW specific issues volume changing CDC cannot be selected 13 T Phone pairing procedure takes too long 13 2 IGATEWAY 14 A iGateway iPod iPhone iPad compatibility 15 B iPod iPhone not recognized 15 C There is no Text 15 D No sound on a BMW only control 16 E Factory phone sound is not audible no sound 17 F No s...

Страница 3: ...iPod iPhone iPad compatibility 37 C USB compatibility 38 D USB does not work 38 E Firmware update 39 F Volume issues 39 G Installation Programming issues 40 H Factory CD Changer and phone locations 40 6 GATEWAY 500 LITE 41 A Differences between the GW500 GW51MO2 and the GW500S BT GW52MO2 42 B IPod iPhone iPad compatibility 42 C USB compatibility 42 D USB does not work 43 E Firmware update 43 G Ins...

Страница 4: ...onnect the mute wire on the radio f What do I do with the loose black wire in harness g Volume issues h iPod iPhone iPad compatibility i iPod iPhone not recognized j USB compatibility k USB does not work l Phone compatibility m Phone issues n No sound on BMW only control o Other issues Gateway is not recognized Alternator noise p Updating firmware q Specific BMW issues Volume changing CDC cannot b...

Страница 5: ...ection mode 5 By pressing the Next track button you can choose Tracks 02 through 04 which represent different screen modes e g MID Radio Please note Track 01 is non Text Mode 6 After choosing the mode you prefer press FF Fast Forward to confirm and save the selection Or by pressing the REW Rewind you can exit Text selector and discard changes 7 If the text mode selection is correct AUX GW will app...

Страница 6: ... select Next Back function 7 By pressing the Next track button you can choose Tracks 02 through 04 which represent different screen modes e g MID Radio Please note Track 01 is non Text Mode 8 After choosing the mode you prefer press M then press FF Fast Forward to confirm and save the selection Or by pressing the REW Rewind you can exit Text selector and discard changes 9 If the text mode selectio...

Страница 7: ... Wait for 2 minutes 6 Turn the system ON e g radio 7 The USB will start to operate 8 Wait 10 seconds disconnect and check the content on a PC The GW_EES BIN should be present in the root folder Please note If the file is not available please use a different USB stick and repeat the steps above The firmware version can be checked if you open the file with the Notepad or similar application In the f...

Страница 8: ...able is causing the radio to mute the actual media playback when Radio or simple CD mode is selected Please note There is no free brown lead on BMW car harnesses GBL3BM1 BM4 G Where to connect the mute wire on the radio The separate brown cable needs to be connected to the Phone mute pin of the radio The position of the pin is different with each radio type therefore check the Pin out diagram of t...

Страница 9: ...istorted 3 Connect the USB drive to the Gateway while it is powered up 4 The volume configuration procedure takes about 2 seconds When finished the next song will be audible on your car s speakers 5 Turn the Audio System OFF remove the ignition key and wait for about 20 seconds Turn the Audio System back ON 6 Test your Audio System If the volume output is still not optimal please repeat steps 2 5 ...

Страница 10: ...p to 320 kb s Except for DRM protected files WAV 16 bit uncompressed PCM We recommend the use of branded USB drives TDK Kingston Sandisk Transcend etc M USB does not work Gateway does not see the connected device In some cases the USB drive will only flash continuously or flash just once if there is a status indicator LED on it but will not play audio When USB is connected to Gateway it starts to ...

Страница 11: ...rrent chart can be downloaded from http www dension com compatibility O Phone issues The Gateway Lite BT offers both HFP and A2DP features Since there is no text option there will be no information on the radio screen upon receiving or making a phone call Frequently asked questions regarding telephony Microphone volume is low press the next track button during the phone call letting you to choose ...

Страница 12: ...se of VW or Audi or the installation is incorrect not easy to do it wrong but happens Another cause could be a damaged cable preventing the car configuration resistor from operating it will set it to BMW Alternator noise This is an extremely rare problem If it happens it means there is an issue with the cable or the hardware The whole package has to be replaced HW and car harness R Firmware update...

Страница 13: ...disconnect all cables physically at the CD Changer 2 separate wires otherwise they will experience strange issues like Volume changes automatically randomly within 10 15 seconds CD Changer source can or cannot be selected but even if you select it you are back to radio mode within 2 3 seconds Function buttons are not or not fully working e g FFW You cannot enter to the Text mode selector menu T Ph...

Страница 14: ...c There is no text d There is no sound BMW e Factory phone sound is not audible f No sound from satellite or phone repining wires on BMW 17 PIN g How to perform an update h Specific BMW issues volume changing CDC cannot be selected i Activation on VW Volkswagen CAN BAP GW17V21 j Volume is distorted or low compared to other sources ...

Страница 15: ... charging status If there is no charging the problem might be installation related no ground cable connected on VW Audi Test the system with a different Apple product Disconnect and reconnect the Gateway hardware from the power Check the Dension website There might be an update available for the Gateway C There is no Text The iGateway is designed for vehicles with text display It will not operate ...

Страница 16: ...unit is manufactured by Becker except 16 9 Navigation Radio That information is displayed on the label on tuner there is no specification on the radio to reveal it The Head Unit is attached to a phone module or is prepared for one This issue can be encountered on the Business radio if the customer does not know what he is doing Sometimes on BMW there is a separate button M beside next track for ch...

Страница 17: ...eway was installed has a factory phone module you need to install the 4 pin Molex connector as shown on fig 2 Please note This 4 pin molex is missing on Volkswagen Single Can Cable GWxxVC1 F No sound from Navigation or phone wires repopulation on BMW 17 PIN In some cases there is no sound when navigation phone is used on a BMW with 17 pin AKA round pin connector The root cause of this problem is t...

Страница 18: ...sible from the head unit only Important note for Peugeot or Citroen users Start the engine before perform a firmware update in order to avoid Economy mode activation H BMW specific issues volume changing CDC cannot be selected On BMW it happens quite often that they forget to disconnect the original CD Changer properly Please note The installer needs to disconnect all cables physically at the CD C...

Страница 19: ...on distortion and press play connect your iPod to the Gateway you have 1 minute to start the procedure the volume configuration procedure takes about 2 seconds when finished the next song will be played turn the Audio System OFF remove the ignition key and wait for 30 seconds turn the Audio System back ON Test your Audio System If the volume output is still distorted please repeat steps 2 5 with t...

Страница 20: ...te e phonebook content is not visible f there is no sound from iPod iPhone and or USB BMW g factory phone does not work h A2DP is not available i CDC not removed properly CD Changer is still on iBus j factory phone is connected k activation on VW l how to generate GW_EES BIN m volume issues n Audi with different steering wheel buttons o there is no Phone menu on Audi p DIP switch settings ...

Страница 21: ...te mode only Charging is available for iPad 1st only Newer models require 2A charging which is not supported by the Gateway Pro BT B iPod iPhone not recognized This usually happens if there is a problem with the iPod iPhone or Dock cable Before replacing anything you need to try the following Make sure there is music on the Apple device Reboot the Apple device if it is an iPhone close all apps bef...

Страница 22: ...UPD rom file from the update package copy the file to the root folder on a USB flash drive connect the USB drive to the Gateway Pro BT while it is powered up ignition ON Copy a few playable music files to the USB device to the root folder also If there is an iPod connected to Gateway please disconnect it before connecting the USB drive The update procedure will start automatically within a few sec...

Страница 23: ...e car has DSP unit installed BMW only the iPod Dock cable is not connected or not connected properly 2nd port DSP If the car has DSP the device is not compatible due to the design and architecture of the Gateway DSP systems require a digital input but the Gateway provides analogue output only thus there will be no sound only control The DSP unit is rare and there is no indication of it on the radi...

Страница 24: ...ption DIP 5 Change the 4 PIN MOLEX phone audio cable installation on the Gateway harness If you miss that step the factory phone will work but no sound will be heard Please note The factory phone module and the Phone option on the Gateway cannot be used parallel One of them has to be disabled disconnected H A2DP function is not available in the Source menu If there is an older firmware version on ...

Страница 25: ...ivation on VW Media and Phone GWP1V21 The Media option is disabled on most CAN BAP based systems VW GW17V21 therefore it has to be coded before or after the Gateway installation The procedure is not difficult takes 10 minutes approx the vehicle needs to be taken to the VW service and the Media Player 3 option 2E has to be programmed using a service computer In order to have phone option on the clu...

Страница 26: ...re is available for download If yes please update this is highly recommended Please note Although we do support playing music content from a USB hard disk drive for the firmware update volume settings please use a USB flash stick pen drive M Volume issues The default volumes set on our Gateway devices are based on our experiences with these systems Despite all efforts those volume levels might not...

Страница 27: ...t button play view toggle between play view and phone view menu view up one level in the menu or if already in root exit the menu up button play view next song menu view scroll menu up down button play view previous song menu view scroll menu down O There is no Phone menu on Audi In rare cases the phone menu might be missing The symptom Phone menu cannot be selected by pressing the Menu button Eli...

Страница 28: ...stalling Dension Products 28 5 if yes contact Dension support P DIP switch settings There are 6 DIP switches on the Gateway Pro BT The default setting is all OFF because car configuration is set by the Car harness cable detection ...

Страница 29: ...support issues 29 4 Gateway 500 GW51MO2 support issues a iPod iPhone compatibility b USB compatibility c USB does not work d firmware update e alternator noise via AUX f volume issues g installation and programming issues ...

Страница 30: ...ity Flash Memory and Hard Disk Drive File system FAT16 32 Storage capacity up to 120 GB music content Music format MP3 MPEG1 Layer 3 32 44 1 48 kHz 32 320kbps MPEG2 Layer 3 16 22 05 24 kHz 8 160kbps MPEG2 5 Layer 3 8 11 025 12 kHz 8 160 kbps from 96 kb s to 320 kb s MP3 Variable Bit Rate VBR up to 320kb s WMA 4 44 1 kHz at sample rates up to 320 kb s Except for DRM protected files WAV 16 bit uncom...

Страница 31: ...or noise via AUX This issue is extremely rare If you experience alternator noise the problem is most probably related to the power connection type There are a few connection types to get the power from like the glovebox lighting etc and these can cause additional noise We recommend the use of a different constant power which has a bigger diameter wire and is shielded and a ground connection F Volu...

Страница 32: ...when changing DIP settings When enabling please keep the following in mind The Gateway 500 emulates a CD Changer in most cases expect BMW where it operates as an iPod device therefore this option needs to be programmed in the following vehicles BMW Mini Mercedes sometimes Porsche Saab The vehicle needs to have a factory CD Changer otherwise the GW500 won t work Volvo Sometimes the CD Changer needs...

Страница 33: ...no MP3 capability is available non text capable BMW mode is used no programming required original CD changer is not fitted use BMW non text DIP switch setting and retrofit CD Changer retrofit IPOD option with service computer Important note If the SW of the car requires an update or a KMP3 activation switch the Gateway to bypass service mode before you start the procedure Before converting or retr...

Страница 34: ...hanger is installed in the vehicle if not the functions have to be activated using Autologic or another third party enabler 2 Check the MOST service connector for loop Dealers sometimes miss this because there is a dust cover on it It is located under glove box flap It should be looped also Specific Symptoms The CD changer is active but every function is grey on the iDrive a check if the dip switc...

Страница 35: ...e c text activation might be required Aston Martin Volvo 1 check if the vehicle has a CD Changer without AUX in 2 make sure it is installed at the CD Changer 2A in the guide Specific Symptom I got errors on the screen when I power up a the Gateway 500 is not installed incorrectly not as a CD Changer b the fiber optic cables are faulty c wrong compatibility model year mismatch has AUX or no CDC etc...

Страница 36: ...y 500S BT GW52MO2 support issues a differences between the GW500 and GW500S BT b iPod iPhone compatibility c USB compatibility d USB does not work e firmware update f volume issues g installation and programming issues h phone issues i factory CDC and Phone locations ...

Страница 37: ...nd 9 5 B Gateway Pro BT iPod iPhone iPad compatibility Supported iPod iPhone devices with 30 PIN connector dock cable not included in the package iPod 4th generation iPod nano 1st 2nd 3rd 4th 5th and 6 th gen iPod mini iPod Photo 4G iPod Video 5G iPod Classic 80 120 160GB iPod Touch 1st 2nd 3rd and 4th generation iPhone iPhone 3G 3 GS iPhone 4 4S GW500 GW51MO2 GW500S BT GW52MO1 or GW52MO2 Text Yes...

Страница 38: ...kHz 8 160 kbps from 96 kb s to 320 kb s MP3 Variable Bit Rate VBR up to 320kb s WMA 4 44 1 kHz at sample rates up to 320 kb s Except for DRM protected files WAV 16 bit uncompressed PCM We recommend the use of branded USB drives TDK Kingston Sandisk Transcend etc Gateway indexer software is recommended for large music databases from 4GB D USB does not work You can try the same method as mentioned e...

Страница 39: ...ng it can be turned ON before or after same firmware version cannot be updated onto the Gateway F Volume issues The default volumes set on our Gateway devices are based on our experiences with these systems Despite all efforts those volume levels might not be optimal because the music is distorted or the volume level is low compared to the other sources radio CD The Gateway 500S BT is a full text ...

Страница 40: ...ere no END SEND button is available and Porsche if the vehicle has factory phone it needs to be removed because the phone module of the GW500S BT does not work as a standalone BT audio option causing a conflict between the Dension device and the factory phone We recommend the use of Autologic or another third party enabler NCS expert for instance when programming a BMW We do not recommend the use ...

Страница 41: ...way 500 Lite 41 6 Gateway 500 Lite a differences between the GW500 and GW500 Lite b iPod iPhone compatibility c USB compatibility d USB does not work e firmware update f installation and programming issues ...

Страница 42: ...newer iPhone and iPod touch devices from iPhone 4 and touch 4th because the Gateway 500 is capable of charging with 500mA only iPad iPads work only if iPod UI Simple remote mode is selected Charging is available on iPad 1st only Newer models require 2A of charging and that is not available even if using a Power Booster C USB compatibility Flash Memory and Hard Disk Drive File system FAT16 32 Stora...

Страница 43: ...date Works the exactly same way as on other devices like Gateway Lite BT or Gateway Pro The actual firmware version can be checked if you have the GW_EES BIN Just view it using NotePad or similar application If you click on view you will see the following Do not forget file needs to be copied to the root folder on the USB drive the drive has at least one playable music content on it use a USB driv...

Страница 44: ...d Saab double check the light directions on the MOST ring power needs to be constant permanent 12V take care because BMWs have 2 different kinds of switched power one of them goes OFF immediately as soon as the key is removed from the ignition the other goes OFF after 15 minutes There is no DIP switch therefore it requires an additional USB configuration default setting is Mercedes In case of BMW ...

Страница 45: ...on needs to be enabled make sure to set 2nd DIP switch on the GEN Enabler to ON If there is a problem after the use of the tool LED is RED on the GEN Enabler check if the ignition was ON check if the DIP switches on the GEN Enabler are correctly set check if the OBD connector has extra anti theft protection the GEN Enabler has been used earlier and was not deactivated If the problem persists pleas...

Страница 46: ...cognize it but the drivers will be missing you have to give the access root on widows to the GEN Driver directory 4 After the successful recognition installation Run DfuSeDemo exe file from the Programmer directory 5 Go to Upload Action and select Choose 6 On the pop up screen name the file 7 Select Upload at Upload Action 8 On the next pop up screen press Yes to save the log file 9 The file will ...

Страница 47: ... BMW vehicles with MOST system Despite all efforts and several tests Dension and its authorized distributors and retailers cannot guarantee that by using the GEN tool there is no need for a professional diagnostics tool to enable the features on certain vehicles The GEN tool can replace the enabling functions of a professional diagnostics tool in many cases but it does not replace the skills of a ...

Страница 48: ...alling Dension Products 48 8 Gateway 500 Lite D2B support issues a Differences between the MOST and D2B Lite b iPod iPhone compatibility c USB compatibility d USB does not work e firmware update f installation and programming issues ...

Страница 49: ...ed Charging is available on iPad 1st only Newer models require 2A of charging and that is not available even if using a Power Booster C USB compatibility Flash Memory and Hard Disk Drive File system FAT16 32 Storage capacity up to 100 GB music content Music format MP3 MPEG1 Layer 3 32 44 1 48 kHz 32 320kbps MPEG2 Layer 3 16 22 05 24 kHz 8 160kbps MPEG2 5 Layer 3 8 11 025 12 kHz 8 160 kbps from 96 ...

Страница 50: ... at least one playable music content on it use a USB drive instead of an HDD do not disconnect the USB throughout the update process max 2 minutes do not turn the engine ON while updating it can be turned ON before or after same firmware version cannot be updated onto the Gateway G Installation issues When installing a Gateway 500 Lite please do not forget Factory CD Changer cannot be retained Pro...

Страница 51: ...e or downgrade the firmware it reboots the device automatically b Disconnect or reconnect from power and test Does not see or does not charge the connected iPod a Reboot the iPhone or iPod touch b Test the iPod connection with a different iPod 9 Warranty Dension devices carry a one year limited warranty that protects you from defects in material and workmanship of products sold by Dension or its a...

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