How to Troubleshoot the HandsFreeLink System
Introduction
The HandsFreeLink (HFL) system works only with Honda approved Bluetooth-enabled cell phones with a hands-free profile. If you are not sure if your cell phone is compatible with the HFL system or if it configured correctly, Honda has a dedicated HFL customer service at 888-528-7876 and web site handsfreelink.honda.com, to answer your questions.

The HFL system allows you to make and receive hands-free calls. It cannot control the cell phone's performance (call quality and signal strength). For more information about performance and performance problems, refer to Dropped Calls.

Always call the HFL customer service first, not Tech Line because the HFL customer service has the latest information about cell phone software versions, settings and other issues.

Most HFL complaints are due to pairing, configuration, or compatibility issues. Contact the HFL customer service before replacing the HandsFreeLink control unit.

The customer service is open Monday thru Friday from 6:00 a.m. to 6:00 p.m. CST; Saturday from 7:00 a.m. to 6:00 p.m. CST; and Sunday from 8:00 a.m. to 6:00 p.m. CST.
Checking Cell Phone Compatibility
The most important step in troubleshooting HFL issues is to identify the customer's cell phone model, the software version, and the cellular carrier that experiences the HFL problem. Not all cell phones with the Bluetooth feature and a hands-free profile are compatible with the Honda HFL system.

The second most important step is to duplicate the customer's concern with their phone. If you do not duplicate the concern, you could replace good components and have the customer come back with the same complaint.

Go to handsfreelink.honda.com or call Honda's dedicated customer service at 888-528-7876, and check if the customer's cell phone is approved to work with the Honda HFL system.

NOTE:
These approved, archived, and currently testing cell phone model lists are constantly changing, so make sure you view them frequently.
Phones are added as they are approved, and can be dropped if their specification changes.
Cell phones can be removed from the approved list if a software bug is discovered that makes the cell phone incompatible. These cell phones can be added back to the approved list if the cell phone manufacturer corrects the bug.
If the software bug is corrected, a new software version is created and may be listed in the Supported Features section of the cell phone. If you have trouble finding the cell phone's software version, you can call the customer service at 888-528-7876.
The Honda web site handsfreelink.honda.com now includes the software versions that are tested and approved. When software versions are listed, you need to know which version is loaded on the cell phone to help you troubleshoot the customer's complaint. If you cannot access the Honda web site, call the customer service at 888-528-7876 for further assistance.
Voice Tag Tips
HFL voice control and voice recognition is not supported in this model. The HFL system stores a simple voice tag for the Speed Dial. But HFL is controlled by using the navigation voice recognition system. If you want a complete description of this system, please refer to the Owner's Manual.
Pairing a Cell Phone
You must pair an approved Bluetooth-compatible cell phone to the HFL system before you can make and receive calls. For a current list of approved cell phones and specific cell phone pairing instructions for each cell phone, see Checking Cell Phone Compatibility, go to handsfreelink.honda.com, or call the customer service at 888-528-7876.

The following procedure works for most Honda approved cell phones. If you cannot pair your cell phone to the HFL system with this procedure, refer to your cell phone's operating manual, vehicle's Owner's Manual, visit handsfreelink.honda.com, or call the customer service at 888-528-7876.

NOTE:
You cannot pair a cell phone while the vehicle is moving.
The phone must be in discovery or search mode when it is pairing. Refer to the phone's owner's manual.
The phone battery may drain faster when it is paired to the HFL.
The default pairing code 0000 is used unless the setting was changed.
If the phone is not ready for pairing, or not found by the system within 3 minutes, the HFL system times out and returns to idle.
A maximum of six approved Bluetooth-compatible cell phones can be paired to the system.
Pairing a Cell Phone (with display audio)
1.
Make sure the cell phone you are pairing is on and in its discovery mode.

2.
Turn the vehicle to the ACCESSORY mode, and select OK on the disclaimer screen.

3.
Press the HOME button then select the Phone icon from the HOME screen.
4.
A cell phone connection confirmation screen appears on the display. Select Yes to add a new cell phone.
5.
Select the your Bluetooth Device from the device list. If the device name is not found in the list, select Refresh to recheck the Bluetooth cell phone.
6.
If the HFL does not find the cell phone, select the Phone Not Found icon. When the 4-digit PIN appears on the display, enter the PIN into the cell phone.
7.
Once the cell phone is discovered by the HFL, Confirm the connection on the cell phone.

NOTE: The confirmation screen may vary by the cell phone. Depending on the Bluetooth version of cell phone, it may be necessary to operate the cell phone.
8.
Once the cell phone is successfully paired, the screen displays (phone name) PHONE has been added.
9.
If the HondaLink confirmation screen appears on the display, select the Turn On HondaLink Assist icon to confirm the HondaLink Assist Setting screen. In some cases, the confirmation screen may not appear. If it does not, select the Exit icon. If a confirmation screen does appear, go to the next step.
10.
If the HondaLink Assist Settings screen appears on the display, select On or Off, then press the BACK button to exit the screen.
11.
If the Automatic Phone Sync screen appears on the display, select On to import a Phonebook and call history information.
12.
The Phonebook and call history information is automatically imported from your cell phone.
Pairing a Cell Phones (with normal audio)
1.
Turn the vehicle to the ACCESSORY mode, and Make sure the cell phone you are pairing is on and in its discovery mode.

2.
Wait until the time appears on the screen.

3.
Press the PHONE button on the audio unit, then select Yes on the confirmation screen by pressing the SELECTOR knob.

If none of the previously paired cell phones are in the vehicle, a phone confirmation screen appears stating there is no cell phone connected. Select No to go to the Phone Setup menu.
4.
The HFL menu appears on the display. Rotate the SELECTOR knob to highlight Phone Setup, then press the SELECTOR knob.
5.
On the Phone Setup screen, rotate the SELECTOR knob to highlight Connection, then press the SELECTOR knob.
6.
Highlight Add a New Phone, then press the SELECTOR knob.
7.
At the Select Location Screen, select an open cell phone location, then press the SELECTOR knob.
8.
Confirm the cell phone is in its discovery mode, then press the audio unit SELECTOR knob.

9.
Once the cell phone is discovered by the HFL, rotate the SELECTOR knob to select the phone, then press the SELECTOR knob.

NOTE: If the HFL does not find a phone, select cell phone Not Found? from the menu, then, when prompted, enter the PIN into the phone.

10.
When the 4-digit pairing code appears on the audio display, enter this code into the cell phone.

11.
Once the cell phone is successfully paired, the screen displays (phone name) PHONE has been added.
Pairing Troubleshooting
Many pairing issues are resolved by altering the customer's cell phone settings.

If you cannot get an approved HFL cell phone to pair, contact Honda's dedicated customer service at 888-528-7876, or go to handsfreelink.honda.com.
Dropped Calls
Customers may perceive dropped calls as being an HFL system fault, but most dropped calls are resultant from cell phone and cell phone carrier issues. The HFL system does not directly handle the cell phone signal. It allows the cell phones to transmit the cell phone audio over the vehicle's audio system.

Many dropped calls issues can be resolved by changing the customer's cell phone settings. For help on approved HFL settings, contact Honda's dedicated customer service at 888-528-7876, or go to handsfreelink.honda.com.

Always confirm with the customer if the number of dropped calls is higher while using the HFL system as opposed to using the cell phone only. Customers often confuse problems with their cell phone or carrier as a problem with the HFL system. The HFL system cannot control or determine:
Cellular connection quality
Signal strength
Cellular coverage
Ambient weather conditions that affect cellular signals

When a customer complains about dropped calls, ask questions about when or where the calls are dropped, such as:
Do you drive the same route on a regular basis?
Does the call drop in the same location?
Where do you keep your cell phone (in a purse or backpack)?
Have you compared the number of dropped calls using the HFL versus making calls from the handset?
Are they comparing their HFL performance to a system from a different manufacturer?

There are many reasons for a dropped call that are not related to the HFL system. Here are some causes for dropped calls:
If the quantity of dropped calls is about the same when the customer uses the HFL system versus the handset, the issue is likely due to the cellular phone or carrier.
If the cell phone is equipped with a retractable antenna, it needs to be extended to maximize signal strength.
If a customer also notices that the calls tend to drop in the same areas, the HFL system may be operating normally, but something about the area diminishes cellular coverage to a point where the call drops.
Hills or mountains can block or interfere with cellular signals.
High-rise buildings, bridges, or other large structures may block or interfere with cellular signals.
Electrical storms, heavy rain, or overcast conditions interfere with signal strength.
Placing the cell phone in a purse, in a metal briefcase, under the seat, in the glove box, or in the trunk can all affect signal reception.
There are coverage gaps in the cellular service. When driving, a call is typically passed from one tower to another. If the customer drives through an area where there is a coverage gap between towers, the call drops.
The cell phone battery's state of change can affect signal reception. A low battery may reduce the cell phone's ability to boost the antenna's power and function properly, especially in low signal strength areas. Some cell phone manufacturers trade off signal transmission and reception strength for battery life. As the battery weakens, the signal strength may also weaken. Some cell phones may operate more effectively than others in low signal strength areas especially with a partially charged battery.
Phone will not Automatically Connect to the HFL
NOTE: If they are on the phone when they enter the vehicle, refer to the Automatic Transferring section in the Owner's Manual for more information.

If a customer complains that their cell phone is not automatically connecting to the HFL system when they enter the vehicle, do the following:

1.
Make sure the Bluetooth feature is turned on in the cell phone.

2.
Make sure the cell phone is properly paired to the HFL system.

3.
Do a soft reset to the cell phone.

4.
Check if the cell phone has an Authorized Connection or Trusted option.

5.
Check the battery and signal strength on the cell phone. Pairing a cell phone requires optimal signal strength and a nearly full battery.
How to Check the HFL DTC’s (with normal audio)
1.
Turn the vehicle to the ON mode.

2.
Make sure the audio unit is turned off.

3.
Use the DISPLAY button on the steering wheel to select the screen that display Audio Off.

4.
Press and hold the preset No. 1 and No. 6 buttons.

5.
While holding the buttons, press the POWER button.

6.
Release the buttons, and the self-diagnosis begins (A-Diag is displayed).

7.
Press and hold the PHONE button for more than 5 seconds to enter the HFL diagnostic mode (DIAG is displayed).
8.
When you are in the HFL diagnostic mode, pressing a preset button starts the diagnostic mode that is assigned to that preset button. To exit this mode, go to step 12. Once you exit this test, you must start again at step 1.
No. 1 button: The HFL DTC display mode
No. 2 button: The HandsFreeLink control unit software version display mode (USA and Canada models: HandsFreeLink control unit update function is available)
No. 3 button: The HandsFreeLink control unit parts number display mode

9.
Check the HandsFreeLink control unit software version (No. 2 button) and parts number (No. 3 button). If the Part number and software version is not displayed, there may be a problem with the GA-Net. Go to HFL does not respond troubleshooting.

10.
Check the HFL DTC. Each time you press the No. 1 button, the screen displays HFL DTCs in following order:
B1775 (OK or NG)
B1776 (OK or NG)
B1779 (OK or NG)
B1780 (OK or NG)
B1792 (OK or NG)
11.
If any HFL DTC is NG, troubleshoot the indicated HFL DTC(s).

12.
To end the self-diagnostic function, turn the audio unit off, or turn the vehicle to the OFF (LOCK) mode.