Prius v (lowercase v) Touch Screen

Are you still freeze up free? How about the slow response, any improvement?

 

Two day old Vehicle here - Management and Service department claim to have never seen it before. I'm bringing it in on Friday to have it looked at. Is there no communication between Toyota and their dealerships on "known issues"? Does anyone have a TSB # the Service Department can reference?

 

We need more people to call Toyota (see post #76 for number) so we can get a TBS.

 

Thank you for the reply Chazz8

I called and opened a case with Toyota customer care. For what it's worth, "rebooting" didn't help. Ours required a full power cycle to the vehicle to get the touch screen back. I'm bringing her to the service center tomorrow morning, I'll keep the forum updated on the progress/outcome. If nothing else, my case is "documented".

 

Well, last week I brought the v (lowercase v for the Prius v wagon) in to the dealer for two days. They said they updated the software (prove it!). It didn't help. It still freezes.

 

I've had my prius v about 2 months. I'm having the same problem. I wish i saw this thread before i purchased. I have been a lifelong toyota customer, but now due to the way toyota is handling this, i am seriously considering getting rid of it and never going back to toyota. I'm being completely stonewalled by toyota. 1 day after i purchased my new car the touchscreen froze. I took it right back to the dealer and they told me i have to bring it back when its frozen. It took another day or two when it froze again, took it to the dealer, this time they tell me the electronic tech is not in so i have to come again. For the next two weeks it never froze at a convenient time to bring it in though it froze just about every other time i drove the car.. Finally i brought it in when an "electronics tech" was there. He looks at it says yes its frozen we'll have to call toyota. They never did get back to me Its clear the toyota dealer is stonewalling me. This is my third prius and i'm ready to get rid of it and never buy a toyota again, though it may seem like a simple trivial thing but because the touch screen controls the phone, radio, gps, etc. It makes the car very unpleasant and aggravating to drive.

 

The fact still remains that the problem is resolved by rebooting the head unit (holding down the volume button). Certainly its an inconvenience, but not the end of the world. Seems like the best step is to contact Toyota corporate directly rather than depending on the dealer to do anything.

 

I wouldn't condsider that "problem solved". Its more of a temporary work around. I've contacted toyota corporate. I've also documented the problems i've had and will be starting the lemon law process in ca.

 

I got my 2015 Prius V (Technology Package here in Canada) early February and had the same symptoms. During the winter months (Feb-March), the screen freezes or becomes unresponsive to touch after about 10 minutes of continuous driving (usually happens when it is -5 Celsius and below). When it became warmer (late April), and when the car interior is still hot, the screen freezes again after about 5 minutes of driving and had to do the head unit restart work around.

I showed the dealership a video of it happening to my car during the winter months, they said that they will be replacing the unit (went there last week of February). After a few days, they informed me that it was back ordered and had to order the unit directly from Panasonic, which arrived just about a week ago and I had it installed right away.

After a week of driving, so far every thing is good - no hang-ups and unresponsive screens yet. Hopefully it stays this way.

 

A TSB (T-TT-0336-15) was issued for the 2015 Prius v screen freeze issue on April 24th. Evidently they have found that it occurs in high temps as well as low temps. No specific threshold was mentioned in the TSB. The solution is to replace the unit. My guess it that raycab got one of the new units.

I found that there were two steps that significantly helped me when working with the dealer. 1) as an earlier poster suggested, I pulled over when it froze and took a video of the frozen screen demonstrating the problem. 2) I worked cooperatively with the service department suggesting that they leave the car out in the sun for a couple of hours on a hot day and then do a test.

I've been very impressed with the local dealer. The first time in they could not replicate the problem. I suspect it was due to the relatively cool conditions in the service bay. When I brought it in the second time and showed the video (just prior to the TSB being issued) they did a firmware upgrade, but that did not fix the problem. They scheduled me for a tech review and provided a rental car. They let is sit in the sun for two hours on a hot day and sure enough it failed. They opened a tech case with Toyota, got the TSB that directed them to replace the unit. It should be here sometime next week.

 

It's been a long wait since 1/2/15, however, today the new radio (head) unit is scheduled to be installed. I will be keeping my fingers crossed and hopefully provide a positive update soon.....

 

My Toyota service department first wanted to reload the software. They did, and the problem got much worse. Every time I drove the touch screen would freeze. At least that made it easy to demonstrate the problem to them! They now decided it is a hardware problem. They ordered a whole new radio unit under warranty (I think that includes the touch screen, the radio, and all the other electronics). I am still waiting for it to come in and be installed. In the meantime, if I want to set any stations or set up my GPS, I have to do it immediately after I start the car, because I know the screen will freeze within a few seconds. If I want to stop the navigation, I must pull over, turn off the engine, start it again and quickly turn off navigation. I sure hope they are able to fix this soon.

 

Margaret, have you tried the workaround mentioned in this tread of pressing and holding down the power/volume knob on the radio unit for 3 seconds to reset it? That should give you a few seconds of screen time to perform one, maybe two actions.

 

Thanks for sharing this information. We've only had our Prius v for five days and the display "froze" on day four. We found that if we shut the car off and started it back up, that it would temporarily unfreeze and then immediately freeze back up. Calling the dealership today. Hoping I'm able to duplicate the problem before I take it in so I can get it on video. But, the information in these posts, I'm hoping, will be helpful.

 

HI everyone, new member here, purchased 2015 Prius V Model 3 less than a month ago and with in the first week we noticed the problem with the screen freezing. Unfortunately we're still waiting for the 2nd mechanical key/fob and a complete set of vehicle manuals that they were unable to locate at the time we took possession of the car, so I have been unable to look to see if there were any specific issues with the touch screen. Can anyone tell me if this service notice TSB (T-TT-0336-15) would automatically get the entire head unit replaced if this is a significant complaint by a customer, Or will the Service Dept give me the run around about dealing with it? We have the extended service contract on the vehicle as well. if that would make any difference. Very unhappy with the Audio/Navigation package so far with this problem. Makes for frustrating issues trying to utilize navigation, let alone just trying to change radio stations. Thanks in advance for any advice/suggestions any of you can offer!

 

Why can't I find any reference to TSB (T-TT-0336-15). Can somebody with TIS subscription verify that it exists. Any link references would be appreciated.

 

Yes it exist. I used the TSB (T-TT-0336-15) when I brought my 2015 Prius v to the dealership last week. The technician was able to verify that the TSB was real. Base on this TSB a new head unit was order. Case # 151330322 was open. The service writer believes that the head unit will be at the dealership in about a week. Mean time whenever the screen freezes, I just press the audio power/volume buttons until the screen goes blank. That seems to work to reboot the system. My dealership is Bob Baker Toyota in Lemon Grove CA. I wanted this problem to be documented before the warranty ran out.

 

And the technician at the dealership wrote on the service ticket "TAS recommend replace head unit on navigation system". Case # 151330322.

 

My original post from yesterday did not display here, but suffice it to say, we are experiencing the same frustrating Entune problems with a freezing screen and other issues (GPS bops around, Address and Web options are grayed out on the Navigation screen, the car placing phone calls on its own, etc.) We are working with our dealership who has finally acknowledged that, yes, it is a known problem, and the solution is to replace the entire radio unit that has had a software upgrade. The upgrade cannot be done locally. (Note: the Service Dept tried to do a software upgrade, and it did not change anything.) In any event, using the TSB T-TT-0336-15 info above, we were able to determine the following from another web site:

Issued on March 24, 2015. Some vehicles may experience an intermittently inoperative navigation/radio touch screen following a hot or cold soak. The only way that the customer is able to recover touch screen operation is to cycle the ignition or reboot the head unit.

If this condition is found, stop the diagnosis and follow the instructions below.
This issue is currently under investigation.

 Please create a TAS case and contact Technical Assistance

The bulletin continues but this is enough information. You can return and have them investigate the problem or wait for Toyota to come up with a solution. I would just wait and let them toy with someone else's car for a solution.

So, Toyota has formally acknowledged the problems. Whether or not a new unit that has had a software upgrade resolves the issues remains to be seen. We were told it could take up to 2 weeks for the new part to be delivered. Fingers crossed.

(Later): The Customer Relations person called to say we can have the car back until they receive the new part. When I went to pick it up, the Service Manager said they were still trying to fix it. I asked if he had seen the TSB that indicates he should stop working on it, create a TAS case and contact Tech Assistance. I also told him that the Customer Relation person had already contacted Tech Assistance, and the part had been ordered. The dealer right hand didn't know what the dealer left hand was doing

Also, after some thought, I'm thinking that if the problem is simply a software upgrade, the local dealers should be able to update the software. I'm betting, since they want to replace the whole unit, there's a wee-bitty piece of hardware that also needs to be replaced prior to doing an upgrade. Just my suspicions.

 

I AM MOST PLEASED TO REPORT THE NEW HEAD UNIT (COMPLETE RADIO ASSY.) HAS BEEN A GREAT SUCCESS!!!! Not only is the flaky 15v problem completely gone, all of the associated functions work perfectly! IT was a long time coming, but I am very pleased with the fix.....