62014

SMART KEY
TAS PRE-CALL WORKSHEET
Technician:
~
~
~
(circle answers for follow up discussion with TAS Agent)
Smart Access Comm.
Assess vehicle condition as per following list before making any decisions
Call TAS sooner than later, as direction is critically based on this assessment
Performing an immobilizer reset or new Smart ECU at the wrong time can lead to a lock up
Vehicle Assessment
1
2
3
4
5
6
7
Does remote lock and unlock work with doors closed?
Does back up start work (fob on start button as per above)?
What color is the start button LED or what message displays when touching brakes?
Does Smart Access work at any door?
If not, does the fob LED light on approach to vehicle?
OFF
ACCY
Does Smart accessory on, ignition on, and/or crank work?
Is there a second key fob to also test each function?
YES
YES
AMBER
YES
YES
IGN
NO
NO
GREEN
NO
NO
CRANK
YES
NO
8
Is the key fob battery good (3v or replace when in doubt)?
YES
NO
9
If no vehicle operation at all (including no RKE/be sure!), is there a Smart data list?
YES
NO
NOTE: IG on is not necessary to get a Smart ECU data list. Manually input vehicle information as needed.
~
What is the status for each data list item below:
1
2
3
4
5
S code CHECK (not PAST):
L code CHECK (not PAST):
ID Code Box Sleep Condition:
Immobilizer (when trying to start) :
Master Key (with key fob in vehicle):
(circle answers)
OK
OK
YES
SET
Match
NG
NG
NO
UNSET
Un match
NOTES:
© 2014 Lexus, a division of Toyota Motor Sales, USA
June 2014
SERVICE DRIVE SMART KEY WORKSHEET
GUEST INTERVIEW FORM
VIN: ~~~~~~~~~~~-Guest Name : ~~~~~~~~~~~~~~~~
RO#:
SC Name:
~~~~~~~~~-
~~~~~~~~~~~
Date: _ _ __
There are 3 potential methods of restoring Smart Key system operation. Please reference the information below for
guest inquiries or vehicles t owed to the dealer for a no start condition:
Unlock Assist Needed
1.
If there is an intermitte nt no start (no crank) complaint and the start button LED
blinks green, the stee ring lock could be jammed and require steering input by
the driver (just like with a conventional key system steering lock jam)
•
Rotate steering wheel side to side when trying to start to unjam
ACTION: Inform driver how to unjam and that hanging on the steering wheel when
ent ering and exiting vehicle is a potential cause. No need for repair if successful.
2.
Back Up Start
If the "Smart entry" and "Smart start" are not working, check the backup start
system: hold the key fob to the start button with the brake pedal depressed and
push start button
•
Make sure Smart Key (wireless key) is turned on
•
Check fob remote lock and unlock button operation
ACTION : If wireless key is turned ON in customized features (through NAV screen,
steering controls, or Owne r' s Manual procedure) and condition remains, mark the
results in the table below and prepare vehicle for inspection by a technician .
3.
Wake Up Command
If the Smart system and the backup start are not working and the remote
(wireless) lock and un lock does function properly:
Lock and un lock 5 times with key fob buttons and recheck operation.
•
ACTION: If vehicle operation is rest ored, this was likely caused by a dead car battery
or jump start - make sure vehicle battery is in good working order and return vehicle
to guest. If this does not work, mark down the results in the table below and
prepare vehicle for inspection by a technician .
_>..
Service Consultant:
1
2
3
4
5
6
7
If the "Smart entry" and "Smart start" don't work intermittently at a specific
geographic location, this is potentially normal radio wave interference .
o Identify locations and confirm condition can be duplicated
o Inform guest of backup start and key shank entry processes
(circle answers to prepare for inspection by technician)
Was the vehicle towed in?
Can vehicle be starte d holding fob over start button (p ressing brake pedal and start button)?
Is the condition a result of the 12v battery dying or a jum p start?
Is the steering lock jammed causing the start button LED to flash green (rotate to unjam)?
Is the "Wireless Key" t urned off in customization on steering, rad io or nav screen?
Will vehicle Smart start after pushing remote fob lock and unlock 5 times with doors shut?
Did the vehicle come from another shop? If yes, for what repair?
FORWARD THIS COMPLETED QUESTIONNAIRE TO THE TECHNICIAN
© 2014 Lexus, a division of Toyota Motor Sales, USA
YES
YES
YES
YES
YES
YES
YES
NO
NO
NO
NO
NO
NO
NO
June 2014
ENGINE SOUND CONCERN
GUEST INTERVIEW FORM
VIN:
----------~
RO#:~~~~~~~~
Guest Name:
--------------sc Name: _ _ _ _ _ _ _ _ _ _ Date: _ _ __
1. Describe the sound: (tick, knock, clatter, etc.)
2. Is the sound more prominent when the engine is cold, at normal operating temperature, or
does it make a difference?
3. Does the sound get louder over time, or is it a consistent volume?
4. Are there any conditions in which the sound goes away or consistently occurs?
5. Has the vehicle consistently received the factory recommended maintenance?
6. Does the engine motor oil weight meet the factory specifications?
7. Have there been any recent repairs or services done to the vehicle? If so, please specify all
repairs/services completed with the dates.
© 2014 Lexus, a division of Toyota Motor Sales, USA
June 2014
EXTENDED CRANKllNTERMITIENT No START
GUEST INTERVIEW FORM
VIN: ~~~~~~~~~~- Guest Name:~~~~~~~~~~~~~~~
RO#:
~~~~~~~~~-
SC Name:
~~~~~~~~~~
Date:
~~~~
1. How long has the car been sitting when the condition occurs?
2. How often does it occur?
3. Is there a consistent driving pattern prior to an extended crank? (i.e. a cold car was started
and only ran for a few minutes and then the engine was difficult to start the next key cycle)
4. Was vehicle parked on a flat surface, significant incline/decline, or off camber?
5'. Was the temperature unusually hot or cold?
6. Has situation lasted more than a tank of gas?
7. How long does the vehicle crank before it will start? (If equipped with smart key, how many
attempts does it take to start vehicle?)
8. Does the vehicle run normally once it starts?
© 2014 Lexus, a division of Toyota Motor Sales, USA
June 2014
INTERIOR NOISE CONCERN
GUEST INTERVIEW FORM
VIN: _ _ _ _ _ _ _ _ _ _ _ Guest Name: _ _ _ _ _ _ _ _ _ _ _ _ _ __
RO#:
1.
SC Name: _ _ _ _ _ _ _ _ _ _ Date: _ _ __
Please describe the type of sound (Squeak, Rattle, Creak, Pop, Vibration, Other).
2. Please describe when and under what conditions noise occurs.
3. When is it loudest, most frequent? (circle all that apply)
Engine Cold
Engine Warm
Highway
Rough Road
Hot Weather
Stopping
Starting
Turning
Cold Weather
4. At what speed(s)/MPH(s) does this occur?
5. Does the noise change/stop with a change in speed? _ _ _ _ _ _ _ _ _ _ _ __
6. When did it start? Gradually, Suddenly, Since New, Other_ _ _ _ _ _ _ _ _ _ __
7. Did any of the following occur with the vehicle just before the sound became noticeable?
Long distance road trip, minor accident without obvious damage, transport heavy/large load,
service or repairs, accessories installed, other_ _ _ _ _ _ _ _ _ _ _ _ _ _ __
8. Where do you believe the sound is coming from? (place an X on diagram below)
(
)
Front
.___
(
)
© 2014 Lexus, a division of Toyota Motor Sales, USA
June 2014
Loss/LACK OF POWER
GUEST INTERVIEW FORM
VIN : _ _ _ _ __ _ ____ Guest Name: _ _ _ _ _ _ __ _ _ _ _ _ __
RO#:
SC Name:
---------~
Date:
---~
1. Did th e MIL light (commonly referred to as the CHECK ENGINE light) illuminate after the
condition occurred? (If yes, skip to question #6.)_ _ _ _ _ _ _ _ _ _ _ _ _ _ __
2. How fast was th e vehicle going when the condition occurred? _ _ _ _ _ _ _ _ _ __
3. What was the throttle position during this condition? (accelerator pedal not depressed,
moderately depressed , fully depressed, etc.)_ _ _ _ _ _ _ _ _ _ _ _ _ _ _ __
4. What were the ambient temperature/weather conditions (rain?) when the condition
occurred?_ _____________________________
5. Was engine/transmission cold and the concern occurred just after start up? If not, was
engine/transmission at operating temperature?
6. Was this an isolated incident or does it occur often?
7. Has situation lasted more than a tank of gas?
© 2014 Lexus, a division of Toyota Motor Sales, USA
June 2014
TRANSMISSION CONCERN
GUEST INTERVIEW FORM
VIN: _ _ _ _ _ _ _ _ _ _ _ GuestName:~-------------RO#:
~---------
SC Name: _ _ _ _ _ _ _ _ __ Date: - - - -
1. Did the MIL (commonly referred to as the CHECK ENGINE light) illuminate after the
shift/condition occurred? (If yes, skip to question #6. )_ _ _ _ _ _ _ _ _ _ _ _ __
2. How fast was the vehicle going when the concern occurred? Accelerating or coming to a
stop? _ _ _ _ __ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ __
3. What was the throttle position during this condition? (accelerator pedal not depressed,
moderately depressed, fully depressed, etc.)_ _ _ _ _ _ _ _ _ _ _ _ _ _ _ __
4. What were the ambient temperature/weather conditions (rain?) when the condition
occurred?- - - - - - - - - - - - - - - - - - - - - - - - - - - - - 5. Was engine/transmission cold and the concern occurred just after start up? If not, was
engine/transmission at operating temperature?
6. Have there been any recent repairs or services done to the vehicle? If so, please specify all
repairs/services completed with the dates.
7. Did the condition start suddenly, or did the shifUcondition occur gradually and increase in
intensity over time? Please explain._ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ __
© 2014 Lexus, a division of Toyota Motor Sales, USA
June 2014
WIND NOISE CONCERN
GUEST INTERVIEW FORM
VIN: _ _ _ _ _ _ _ _ _ _ _ Guest Name: _ _ _ _ _ _ _ _ _ _ _ _ _ __
ASM Name: - - - - - - - - - - Date: - - - -
RO#:
1. Please describe the wind noise? Whistling or sounds like a partially opened window etc.
2. When did you first notice the wind noise?_ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ __
3. When is the wind noise concern present?_ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ __
4. At what speed is the wind noise concern most noticeable?_ _ _ _ _ _ _ _ _ _ __
5. Is the sound only present on windy days?_ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ __
6. Are there any exterior aftermarket parts (roof racks/bike racks/etc.) on vehicle?
7. Has the vehicle been in any accidents? Please describe.
8. What part of vehicle do you believe the sound is coming from? (Place an X on diagram)
(....___.
Front
+--
c__
© 2014 Lexus, a division of Toyota Motor Sales, USA
June 2014