Replace the head unit.

50

2. Troubleshooting
STARLINK APP NOT WORKING
Check if smartphone meets
the specification below?

No

・iPhone: iOS 4.3.5 or later
・Android: Android 4.0 or later

Yes

Try it again with smartphone
which meets the speciation
for STARLINK App.

No

Is the power of smartphone ON?

Turn power on smartphone.

Yes
Is STARLINK application
installed to the smartphone?

No

Install STARLINK application to the smartphone and
try it again.

Yes

Please wait and try accessing the application later.

Condition:
- Displays error message (see pic 1)
- STARLINK App (application) stops
- Power of phone turns off while operating
STARLINK App
- Bluetooth disconnects while operating
STARLINK App
- Wireless data service is terminated while
operating STARLINK App
- No or Poor phone reception while operating
STARLINK App

Yes
Check to see if STARLINK APP
is working properly:
1. Press STARLINK App on the
smartphone.
2. Press Settings on the bottom
left of the screen (see pic 2)
Do you see a Server Busy/Error
Message (see pic 3)?
Pic 1

No
Check if the smartphone is connected to the unit via
Bluetooth.

No

Connect the phone to the
unit via Bluetooth.

Yes
Check if the smartphone is in
good phone reception area?

No

Move to the good phone
reception area and try it
again.

Yes
Try followings procedure.
1. Close and re-open STARLINK
application on the smartphone
2. Turn power off, and then turn
on the smartphone.
3. Delete STARLINK application
from the phone and reinstall the
STARLINK app.
Does the same condition occur?

No

The problem was solved.
Pic 2

Perform followings on the unit

Yes

1. Select APPS and STARLINK
2. While the error message is displayed on the screen, touch and hold
the lower right corner of the screen for
30 seconds.
3. Remove a finger from the screen
4. The screen will switch to "Radio" or
"Audio Source"
5. Try the STARLINK application
Does the same condition occur?

51

The problem was solved.

No

Replace the head unit.

Yes

Pic 3

2. Troubleshooting
STARLINK APPS SCREEN WILL NOT DISPLAY
Condition: After pressing STARLINK a white screen is displayed

Does time on the phone differ
more than 1 hour from your
local time?

Yes

Set time correctly on the
smartphone.

No
Is the connectivity ID number
written in the unit?
No
Note:
Refer to P.24 for the procedure
to check the connectivity ID
number.

Replace the head unit.

Yes
Is the smartphone connected
to the unit via Bluetooth?

No

Connect the phone to the
unit via Bluetooth.

No

Move to the good phone
reception area and try it
again.

Yes
Check if the smartphone is in
good phone reception area?
Yes
Try followings procedure.
1. Close and re-open STARLINK application on the
smartphone
2. Turn power off, and then
turn on the smartphone.
3. Delete STARLINK application from the phone and
reinstall the STARLINK app.
Does the same condition
occur?

No
The problem was solved.

Replace the head unit.
Yes

52

2. Troubleshooting
STARLINK DISPLAYS NO IMAGES
Condition: After pressing STARLINK, images are not shown.
Perform followings on the unit.
No

1. Select APPS and STARLINK.
2. While the error message is
displayed on the screen, touch
and hold the lower right corner
of the screen for 30 seconds.
3. Remove a finger from the
screen.
4. The screen will switch to
"Radio" or "Audio Source"
5. Try the STARLINK
Application.

The problem was solved.

Does the same condition
occur?
Yes

Replace the head unit.

No

The problem was solved.

Does the same
condition occur?
Yes

Contact Clarion USA.

53

2. Troubleshooting
MIRRORLINK APP DOES NOT WORK
Condition: Mirrorlink App is grayed out

Is the smartphone compatible
with mirrorlink? (OM p 141)

No

Please try mirrorlink with a
compatible phone.

Yes
Is the drivelink or carmode
app downloaded on the
smartphone?

No

Please download the correct
app and try again.

No

Connect the smartphone to
the USB port of the vehicle
and try again.

No

Please refer to USB No
Sound section.

No

The problem was solved.

Yes
Is the smartphone connected
to the unit via USB connection?
Yes

Test vehicle USB port by
inserting a USB drive with
Mp3 music.
Does the Music play through
the USB port?
Yes

Replace the USB cable from
the smartphone to the vehicle
USB port with a known good
cable.
Does the condition still occur?
Yes
Replace the head unit.

54

2. Troubleshooting
aha RADIO - Caution Message
Caution Message:

Please make sure the aha app is
running on your mobile device.
Symptoms:
•
•

aha application shuts down by itself.
Unable to enter aha Mode.

Is the latest aha application
properly installed on
Smartphone?

Reinstall the latest aha
application on
Smartphone.

No / Unknown

Yes
1. Power OFF and ON the
Smartphone.
2. Close all background
apps including aha.
3. Reopen the aha app.
4.
iPhone: Disconnect USB
cable from the vehicle USB
port and reconnect.
Android: Disconnect Bluetooth connection with the
head unit and reconnect.

Yes

The problem was
solved.

Is the problem fixed?

No
No
Replace the head unit.

55

2. Troubleshooting
aha RADIO - Caution Message
Caution Message:

Please update your aha
application.
Symptom:
Unable to enter aha Mode.

Is the latest aha application
properly installed on
Smartphone?

Reinstall the latest aha
application on
Smartphone.

No / Unknown

Yes
1. Power OFF and ON the
Smartphone
2. Close all background apps
including aha.
3. Reopen the aha app.
4.
iPhone: Disconnect USB cable
from the vehicle USB port and
reconnect.
Android: Disconnect Bluetooth
connection with the head unit
and reconnect.

Yes
The problem was
solved.

Is the problem fixed?
No

Contact SOA.

56

2. Troubleshooting
aha RADIO - Caution Message
Caution Message:

Please reconnect mobile
device.
Symptom:
Unable to enter aha Mode on the head unit.

1. Power OFF and ON the
Smartphone.
2. Close all background apps
including aha.
3. Reopen the aha app.
4.
iPhone: Disconnect USB cable from the vehicle USB port
and reconnect.
Android: Disconnect Bluetooth connection with the head
unit and reconnect.

Yes

The problem was
solved.

Is the problem fixed?

No
Replace the head unit.

57

2. Troubleshooting
aha RADIO - Caution Message
Caution Message:

Poor wireless reception.
Symptoms:
•
•

Programs are not played on the head unit.
Images are not shown on the head unit.

Move vehicle to an area where
Smartphone has better 3G,
4G, or Wi-Fi data coverage /
reception.
Is the problem fixed?

Yes

No
Due to aha server congestion/
maintenance, data may not be
available.
Please try again later.
Is the problem fixed?

The problem was
solved.

Yes

No
Contact aha for support
[email protected]

58

2. Troubleshooting
aha RADIO - Caution Message
Caution Message:

Entry not recognized.
Symptom:
All aha Mode functions on the head unit do
not work.
1. Power OFF and ON the
Smartphone
2. Close all background apps
including aha.
3. Reopen the aha app.
4.
iPhone: Disconnect USB cable from the vehicle USB port
and reconnect.
Android: Disconnect Bluetooth connection with the head
unit and reconnect.

Yes

The problem was
solved.

Yes

Replace the head unit.

Is the problem fixed?
No
Disconnect the smart phone
from the unit and try the same
function on Smartphone alone.
Does the function work on the
Smartphone alone?

No

Contact aha for support
[email protected]

59

2. Troubleshooting
aha RADIO - Caution Message
Caution Message:

Please log into the aha app.
Symptom:
Unable to enter aha Mode on the head unit

Login into the aha application
on Smartphone.
Is the problem fixed?

The problem was
solved.

Yes

No
Due to aha server congestion/
maintenance data may not be
available.
Please try again later.
Is the problem fixed?

The problem was
solved.

Yes

No

Contact SOA.

60

2. Troubleshooting
aha RADIO - Caution Message
Caution Message:

The station list cannot be acquired.
Symptom:
aha Radio Station List is not shown
the head unit.

1. Power OFF and ON the
Smartphone
2. Close all background apps
including aha.
3. Reopen the aha app.
4.
iPhone: Disconnect USB cable from the vehicle USB port
and reconnect.
Android: Disconnect Bluetooth connection with the head
unit and reconnect.

Yes

The problem was
solved.

Is the problem fixed?
No
Disconnect the smart phone
from the unit and try the same
function on Smartphone alone.
Does the function work on the
Smartphone alone?

Replace the head Unit.
Yes

No

Contact aha for support
[email protected]

61

2. Troubleshooting
aha RADIO - Caution Message
Caution Message:

The content cannot be acquired.
Symptom:
aha Radio Content is not shown on the head unit.

Press
(Refresh button)
on the head unit.