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Home >> Kia >> 2023 >> Soul EX >> Repair and Diagnosis >> External Pages >> Different car >> Section 19 (Audio/AVN System) >> Troubleshooting >> Bluetooth/Voice Recognition/Mic

Bluetooth/Voice Recognition/Mic

WARNING: This page is about a different car, the 2025 Kia Soul. However, it is still accessible from the selected car via links, so may be relevant.
  1. System features/Misdiagnose cases
    Inspection Description
    (1) System features Bluetooth function available after H/U boot.
    Connect to Bluetooth using phone by selecting H/U from add list.
    User's voice must be heard from other end while calling using Bluetooth.
    If voice recognition button is pressed, "Beep" sound will be heard. Voice recognition function starts after the "Beep" sound and will respond to its voice command.
    (2) Misdiagnose cases
    1. Noise occurs while Bluetooth streaming using certain application - Application issue (Not AVN, AMP issue)
    2. iPhone in private mode: Call mode will be in iPhone if you answer call by using phone button.
      • In this case, user can't hear other end
    3. Check if vehicle has Bluetooth or Voice recognition available
    G15715817Courtesy of KIA MOTORS AMERICA, INC.
  2. Bluetooth unable to pair
    Defect Inspection Description
    "Preparing Bluetooth" message displayed (1) Message pop up after H/U boots
    1. Message appears after H/U reboot → Replace H/U
    2. Message only appears shortly after boot → Good H/U (Preparing for Bluetooth function at booting)
    Unable to pair/Bluetooth not connected (1) Enable Phone Bluetooth
    G15715818Courtesy of KIA MOTORS AMERICA, INC.
    • Phone Bluetooth settings must be enabled for paring
    Unable to pair/Bluetooth not connected (2) Registered Phone list
    G15715819Courtesy of KIA MOTORS AMERICA, INC.
    • If phone is not registered on the phone list, auto-pairing will not work (Must be paired before for auto-pairing function)
    (3) Re-connect test
    G15715820Courtesy of KIA MOTORS AMERICA, INC.
    • Restart phone,
    (4) Phone compatibility
    • KMC: Red members service items → https://www.kia.com/us/en/content/owners/bluetooth
      • Check compatibility by downloading compatibility list
      • If phone is not listed, it is compatibility issue

      If issue still exist, replace H/U and re-test.

    G15715821Courtesy of KIA MOTORS AMERICA, INC.
  3. Streaming
    Defect Inspection Description
    Streaming (1) Sound output on other mode
    1. Sound issue or noise from different mode
      • Check cable, connector, and amp (Issue not related to streaming)
    (2) Phone application and media source
    G15715822Courtesy of KIA MOTORS AMERICA, INC.
    1. H/U will play media source from phone

      ACC OFF, H/U Power off, and check phone's play setting

      1. Phone application (No sound, Noise, Title display)

        Example: Application like I-MEPS will provide low quality streaming service. User may think it is H/U defect

      2. Noise from media source

        If downloaded using P2P source

        If phone application and media source is good, replace H/U and re-test
    Streaming (Auto-play) (1) Phone specs
    G15715823Courtesy of KIA MOTORS AMERICA, INC.
    1. Issue: After connecting to BT streaming, "Resume" message does not pop-up, or delayed.
      1. Press "Play" using connected phone.
        1. If Phone display is locked or phone did not activate before connecting to Bluetooth, user must press "Play" button manually.
        2. Difference between iPhone and Android.
          • For some Android, auto-play is available if streaming is set once on H/U screen.
  4. During Bluetooth call, cannot hear driver voice
    Defect Inspection Description
    Other end cannot hear driver's voice (1) Mic volume and Mute setting
    G15715824G15715825Courtesy of KIA MOTORS AMERICA, INC.KIA MOTORS AMERICA, INC.
    1. Check mic volume, mute settings
      1. Increase volume, uncheck mute setting
      2. If issue continues, check for any custom modification
        1. If modification is found, notify that it is not covered by warranty and test with genuine part
      3. If issue continues, check mic wiring connection status
      4. Replace mic and re-test
      5. Replace H/U and re-test
    G15715824G15715825Courtesy of KIA MOTORS AMERICA, INC.KIA MOTORS AMERICA, INC.
    Driver cannot hear other end (1) Call volume
    G15715826Courtesy of KIA MOTORS AMERICA, INC.
    1. During a Bluetooth call, use volume knob to check volume
      1. If volume is set low, sound output is low or mute
    (2) Sound settings (Fader Control)
    G15715827Courtesy of KIA MOTORS AMERICA, INC.
    1. Sound is set to rear speaker only
      1. Call sound will be heard only from rear
      2. Set to default and re-test
  5. Call disconnect/Unable to download phonebook
    Defect Inspection Description
    Call disconnect (1) Phone and H/U connection
    1. Check phone compatibility
      1. Check compatibility list: Refer to 2. Pairing
      2. If phone is not listed, it is compatibility issue ↔ If listed, test using different phone
    2. Re-test using different phone
      1. Phone must be compatible with H/U
      2. If issue only occurs on certain phone ↔ If issue continues on different phone, replace H/U and re-test
    Unable to download phonebook (1) Approve phonebook download from Android
    G15715828Courtesy of KIA MOTORS AMERICA, INC.
    (2) Contact information
    • Special characters
    • No phone number registered
    1. If name contains special characters, number not registered, or only in upper case
      1. Remove any special characters or upper case only names and re-test
    G15715829Courtesy of KIA MOTORS AMERICA, INC.
  6. Voice recognition failure
    Defect Inspection Description
    Voice recognition failure (1) Contact information
    G15715830G15715831Courtesy of KIA MOTORS AMERICA, INC.KIA MOTORS AMERICA, INC.
    1. Check 3rd party Apps/Symbols in phone
      1. Contact information saved only in Facebook, Tweeter

        (Information not saved on local memory or SD card)

        Phone displays contact information but will not download contact

      2. Move contact information from 3rd party Apps and Symbols to phone or SD card and re-test (Synchronization)
      3. Send contact information using PC Sync, Cloud Sync, email Sync
    2. If name contains special characters, number not registered, or only in upper case
      1. Remove any special characters or upper case only names and re-test
    G15715830G15715831Courtesy of KIA MOTORS AMERICA, INC.KIA MOTORS AMERICA, INC.
    Voice recognition failure - Does not recognize contact (2) Voice recognition test in vehicle settings
    1. Test voice recognition in vehicle settings
      1. Do not speak directly to the headlining area
        1. Mic is a sensitive part and optimized to speak at natural pose. If spoken directly at the mic can cause recognition failure
      2. Do not speak too loudly
        1. If spoken too loudly at the mic can trigger noise reduction logic and it may think user's voice as noise and limit volume
    G15715832Courtesy of KIA MOTORS AMERICA, INC.
    G15715833G15715834Courtesy of KIA MOTORS AMERICA, INC.KIA MOTORS AMERICA, INC.
    1. Voice recognition test
      1. To increase recognition success rate, consider using full name
        1. if John Smith is registered on the phone, it is better to say "Call John Smith" than saying "Call John" only
      2. Use the same name registered on the phone
        1. H/U will not recognize different name stored on the phone. For example, saving mother as "Cindy" on the phone and use voice command mom or mother to call
    2. Wait at least 2 seconds after the "beep" sound before using voice command
    G15715833G15715834Courtesy of KIA MOTORS AMERICA, INC.KIA MOTORS AMERICA, INC.
  7. Call disconnects/Distortion
    Defect Inspection Description
    Call disconnects (1) Custom head unit Custom Head unit OEM Mic claims
    (CS/RS 36 claims in 2016, Italy)
    *Custom Head unit: DIO (Do It Ourselves - Aftermarket product)
    G15715835Courtesy of KIA MOTORS AMERICA, INC.
    1. Call sound quality, distortion using DIO H/U
      1. Check if customer is using DIO H/U
      2. Connect provide mic from DIO H/U and re-test
      3. If issue is resolved, it is compatibility issue with OEM mic. Connect mic provided from DIO H/U
      4. If issue continues replace genuine mic and re-test
      5. If issue continues replace H/U and re-test
    (2) IOS10 call issue Cause
    • Communication environment (ios10, Carrier)
    1. Possibility of software issue - Perform software update (IQS18MY)
      • Do not replace mic if voice recognition is working
    2. Call quality may reduced during poor reception area
    3. For iPhone users, recommend using Carplay over Bluetooth
    4. For iPhone users, recommend using version iOS 9
    G15715836Courtesy of KIA MOTORS AMERICA, INC.
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