CarPlay not working

[JamesThomas]

Here is the screen error message...

Same with mine again today!!! I have 5 iPhones in my family...all worked in my wife’s Prius and not in the Jeep.

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[K-nuk]

Same with mine again today!!! I have 5 iPhones in my family...all worked in my wife’s Prius and not in the Jeep.

Curious, what year is your JL? Mine is a 2018 JLUR.

FYI there was an unrelated issue with my touchscreen (a bubble grew covering 1/2 the screen) and so the entire head unit was replaced. That was about 6 months ago. That seems to reasonably rule out the head unit being faulty.

A close friend has a 2020 JLUR with identical iPhone 8 Plus and also running iOS 14.2 like me. His CarPlay works 100% of the time.

wondering if the 2018 used a specific head unit that is the problem...

 

[JamesThomas]

Curious, what year is your JL? Mine is a 2018 JLUR.

FYI there was an unrelated issue with my touchscreen (a bubble grew covering 1/2 the screen) and so the entire head unit was replaced. That was about 6 months ago. That seems to reasonably rule out the head unit being faulty.

A close friend has a 2020 JLUR with identical iPhone 8 Plus and also running iOS 14.2 like me. His CarPlay works 100% of the time.

wondering if the 2018 used a specific head unit that is the problem...

Mine is a 2020rubi recon jlul.

 

[K-nuk]

Mine is a 2020rubi recon jlul.

Gotcha. So since my buddy has no issues like this with his 2020 JLUR (D) it makes me wonder about software .... could there be an app that doesn’t talk nicely with the uconnect, but gets along just fine with other manufacturers radios? You mentioned your phone works on CarPlay with Toyota. My phone works perfectly on CarPlay with Audi and Ford. It’s only the jeep / uconnect where it won’t work.

I hate to do this because it’ll take up so much time but I’m seriously thinking of wiping my phone and starting with only the default apps to see if CarPlay continues to crash.

 

[JamesThomas]

Gotcha. So since my buddy has no issues like this with his 2020 JLUR (D) it makes me wonder about software .... could there be an app that doesn’t talk nicely with the uconnect, but gets along just fine with other manufacturers radios? You mentioned your phone works on CarPlay with Toyota. My phone works perfectly on CarPlay with Audi and Ford. It’s only the jeep / uconnect where it won’t work.

I hate to do this because it’ll take up so much time but I’m seriously thinking of wiping my phone and starting with only the default apps to see if CarPlay continues to crash.

It is not the phone.... like i said in mine i have 5 iPhones in my family from iPhone 6-12. And none worked.
Then magically it starts working.... reminds me of my rear camera stops working then the next day it is working.... rumors has it that the over the air updates can cause the camera issue...it is hard to bring it to the dealer when it happens.....

 

[JamesThomas]

We're sorry to hear that you are experiencing this concern. If you would like any additional assistance, our team is always available via private message!

Alison
JeepCares

How do I message you?

 

[JeepCares]

How do I message you?

Click on your photo icon in the upper right corner of the page and then click Conversations. The Conversations page has a Start Conversation button. Enter JeepCares as the recipient and then enter your message.

Alison
JeepCares

 

[K-nuk]

Click on your photo icon in the upper right corner of the page and then click Conversations. The Conversations page has a Start Conversation button. Enter JeepCares as the recipient and then enter your message.

Alison
JeepCares

@JamesThomas did you get anywhere on this?

My last advice from my case manager @JeepCares was to take it back to the Dealer and again ask them to “look at it”.

For the last 18 MONTHS they keep telling me to do that and when I do the Dealer keeps saying Uconnect is only guaranteed work with iOS 11.3 etc....

It know it sounds crazy to say (I’m not a conspiracy guy) but this seems to be a strategy to make you give up. Maybe they know the problem and their calculus says it isn’t worth fixing when considering a cost / benefit analysis.

The image below shows my radio and my friends radio. Both are JLUR with the 8.4 UConnect and WE BOTH HAVE IPHONE 8+ RUNNING iOS 14.2... he has never had a problem. I can’t get more than a few minutes of CarPlay before it crashes. I asked @JeepCares if they would please replace mine with that same revision of head unit. The response was “ that would be an upgrade and you would have to pay for that out of your pocket“.

So a working version of the radio is an upgrade? Really? That is the response I get from “customer service”?

That is why I’m wondering if their strategy is to just frustrate jeep owners with this problem long enough that they give up. Why else would they respond like that!?

 

[JeepCares]

@JamesThomas did you get anywhere on this?

My last advice from my case manager @JeepCares was to take it back to the Dealer and again ask them to “look at it”.

For the last 18 MONTHS they keep telling me to do that and when I do the Dealer keeps saying Uconnect is only guaranteed work with iOS 11.3 etc....

It know it sounds crazy to say (I’m not a conspiracy guy) but this seems to be a strategy to make you give up. Maybe they know the problem and their calculus says it isn’t worth fixing when considering a cost / benefit analysis.

The image below shows my radio and my friends radio. Both are JLUR with the 8.4 UConnect and WE BOTH HAVE IPHONE 8+ RUNNING iOS 14.2... he has never had a problem. I can’t get more than a few minutes of CarPlay before it crashes. I asked @JeepCares if they would please replace mine with that same revision of head unit. The response was “ that would be an upgrade and you would have to pay for that out of your pocket“.

So a working version of the radio is an upgrade? Really? That is the response I get from “customer service”?

That is why I’m wondering if their strategy is to just frustrate jeep owners with this problem long enough that they give up. Why else would they respond like that!?

Hi, I would be happy to look into your case for you. Can you please send me your case number?

Alison
JeepCares

 

[K-nuk]

Hi, I would be happy to look into your case for you. Can you please send me your case number?

Alison
JeepCares

Hello Alison, my case number is 76370614. I would very much appreciate your help. I am so frustrated with this situation. Even though I have no desire to upgrade my phone I decided I would do it — if it would fix the problem. So, for the last 5 days I have been using an XS MAX. While it has been “lasting longer” it too eventually results in CarPlay shutting down. When this happens the charging ports typically will not charge any phones for about 15 minutes.

Thank you for responding.

Scott.

 

[K-nuk]

Click on your photo icon in the upper right corner of the page and then click Conversations. The Conversations page has a Start Conversation button. Enter JeepCares as the recipient and then enter your message.

Alison
JeepCares

@JamesThomas did you get anywhere on this?

My last advice from my case manager @JeepCares was to take it back to the Dealer and again ask them to “look at it”.

For the last 18 MONTHS they keep telling me to do that and when I do the Dealer keeps saying Uconnect is only guaranteed work with iOS 11.3 etc....

It know it sounds crazy to say (I’m not a conspiracy guy) but this seems to be a strategy to make you give up. Maybe they know the problem and their calculus says it isn’t worth fixing when considering a cost / benefit analysis.

The image below shows my radio and my friends radio. Both are JLUR with the 8.4 UConnect and WE BOTH HAVE IPHONE 8+ RUNNING iOS 14.2... he has never had a problem. I can’t get more than a few minutes of CarPlay before it crashes. I asked @JeepCares if they would please replace mine with that same revision of head unit. The response was “ that would be an upgrade and you would have to pay for that out of your pocket“.

So a working version of the radio is an upgrade? Really? That is the response I get from “customer service”?

That is why I’m wondering if their strategy is to just frustrate jeep owners with this problem long enough that they give up. Why else would they respond like that!?

Hello Alison, my case number is 76370614. I would very much appreciate your help. I am so frustrated with this situation. Even though I have no desire to upgrade my phone I decided I would do it — if it would fix the problem. So, for the last 5 days I have been using an XS MAX. While it has been “lasting longer” it too eventually results in CarPlay shutting down. When this happens the charging ports typically will not charge any phones for about 15 minutes.

Thank you for responding.

Scott.

Alison here is the latest communication from US Customer Care below. This is an example of the run around I’m seeing — and frankly a disrespectful waste of my time.

I continue to be told to “take it back to the dealer”. When I do they say “you’re not on the compatible list”. So nobody does anything. When I ask for help again I’m told to take it back again...

Alison Uconnect shows my phone is compatible only to iOS 13.2.3 which was released 13 months ago (November 2019) and is not supported by Apple anymore. Current iOS is 14.3. I’ve turned off the automatic iOS update to let Uconnect catch up but it isn’t realistic to expect your customers to run an unsupported iOS to ensure compatibility.

To be honest I don’t know which is more frustrating and disappointing; CarPlay that continues to crash or the extremely poor customer service I’ve received.

 

[JeepCares]

Hello Alison, my case number is 76370614. I would very much appreciate your help. I am so frustrated with this situation. Even though I have no desire to upgrade my phone I decided I would do it — if it would fix the problem. So, for the last 5 days I have been using an XS MAX. While it has been “lasting longer” it too eventually results in CarPlay shutting down. When this happens the charging ports typically will not charge any phones for about 15 minutes.

Thank you for responding.

Scott.

Hi, thank you for sending over your case number. I can see your case is still open and being worked on. Please continue working with your case manager as they are the best person to assist you.

Alison
JeepCares

 

[dsgrey]

@JamesThomas

For the last 18 MONTHS they keep telling me to do that and when I do the Dealer keeps saying Uconnect is only guaranteed work with iOS 11.3 etc....

The image below shows my radio and my friends radio. Both are JLUR with the 8.4 UConnect and WE BOTH HAVE IPHONE 8+ RUNNING iOS 14.2... he has never had a problem. I can’t get more than a few minutes of CarPlay before it crashes. I asked @JeepCares if they would please replace mine with that same revision of head unit. The response was “ that would be an upgrade and you would have to pay for that out of your pocket“.

Sounds like excuses rather than resolving the issue. Would a 2021 JL coming off the lot only support ios 11.3? Heck, my old iphone 7 and JL with the 7" radio work perfectly with ios 14.3.

 

[K-nuk]

@JeepCares - Alison, I’m not surprised with your response as it is consistent with the nearly 2 years of very disappointing and frustrating service I’ve received from US Customer Care on the issue of this defective UConnect system.

If you have looked at my case history you know that I have ample documentation of this issue. You also know that my case manager repeatedly tells me to “bring it in to the dealer” and when I do the dealer says “your iPhone 8 plus with your iOS isn’t on the compatibility list”. I’m told this even though my phone works perfectly with UConnect CarPlay on other JLU Rubicons.

I simply want this issue resolved.

To that end, and even though I had no other reason to do this, I have now purchased a new iphone with an iOS version that UConnect lists as “compatible”. If I had truly been experiencing compatibility issue as suggested by the case manager then the problem should disappear. It did not.

I tried this new phone in my Jeep today for the first time. CarPlay worked for about 10 minutes and then crashed (12 max pro, iOS 14.2, OEM apple cable plugged into center console). My phone appeared fine but the USB port wouldn’t even charge my phone anymore. I unplugged and plugged it back in but nothing. The white ring around the USB port was no longer illuminated.

I then took a different OEM apple cable and plugged into the dash and left it connected. Carplay did not start. About 3 minutes later CarPlay started again and worked for about 1 minute and then crashed again. At that point the port would neither charge nor start CarPlay.

This behavior is EXACTLY what I have been experiencing for nearly 2 years and reporting to my case manager as well as the dealer.

It seems more than appropriate to replace the head unit with a newer version known to function properly, and to IMMEDIATELY raise this to an elevated level of customer service. I’ll continue to update the Jeep community about this in case others are having the same issue.

 

[29_Palms]

This is what worked for me. Smartphone Device Mirroring somehow got unchecked.

Enable Car Play was checked, but somehow my Smartphone Device Mirroring also became unchecked. Fixed that annoying issue after a few days of wondering. Thanks.

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