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EricFromCT, Technician
Category: Kia
Satisfied Customers: 3627
Experience:  Kia Professional Elite, ASE A1-A9 L1 L2 Certified. 20 years dealer experience.
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I have a 2011 Kia Sorento. I've been using blutooth with no

Customer Question

Hi, My name is***** have a 2011 Kia Sorento. I've been using blutooth with no problems until recently. I have trouble pairing. When it does pair it disconnects at random. When I am able to pair and actually make or take a call, there is so much static that I can hardly hear the other person. The other person says I sound like I'm under water. My phone is a Samsung Galaxy s6. Please help!
JA: Thanks. Can you give me any more details about your issue?
Customer: My phone used to pair automatically. Over the past month I've had to pair manually each time I get in the car. It stays paired for 5 minutes or so then drops. The connection is extremely unreliable. I've been using it with this phone since August. I had no problems with my previous phone (Galaxy s3) and have not had problems with this phone until about a month ago. It is getting progressively worse.
JA: OK got it. Last thing — Kia Mechanics generally expect a deposit of about $18 to help with your type of question (you only pay if satisfied). Now I'm going to take you to a page to place a secure deposit with JustAnswer. Don't worry, this chat is saved. After that, we will finish helping you.
Submitted: 1 year ago.
Category: Kia
Expert:  EricFromCT replied 1 year ago.

Hi. This does happen occasionally. Can you try going to the menu of the radio and there should be a setting to perform a factory, or master reset on the audio unit. The phone will be unpaired. But you can then pair it again and it should work like normal.

Expert:  EricFromCT replied 1 year ago.

Can you try that and let me know the outcome?

Customer: replied 1 year ago.
Ok, thanks, ***** ***** that. This will take several minutes...
Expert:  EricFromCT replied 1 year ago.


Customer: replied 1 year ago.
I could not find where to perform a master or factory reset. I did delete the phone from the phone setup menu then paired it again. Problem remains.
Expert:  EricFromCT replied 1 year ago.

Ok. What audio unit do you have? is it a touchscreen navigation? I have performed resets on these before, I just can not remember without seeing it in front of me. I will check the service info.

Expert:  EricFromCT replied 1 year ago.

There also may be a small hole on the front of the audio unit. That a paperclip could fit in. If your model has that, pressing it is a reset button.

Expert:  EricFromCT replied 1 year ago.

And if you do not have a reset button. Disconnect the battery cables and touch them together to drain all the capacitors in the car. Then reconnect the cables and see if your problem persists.

Customer: replied 1 year ago.
No, it's not a touchscreen. There's no small hole. It's a 2011 model so that may predate the touchscreen. It's been raining all day so I haven't been able to try the battery cable yet. I deleted the phone from the menu and turned Bluetooth off on both the kia and my phone. Turned it back on and paired/reconnected. It worked for 15 min and disconnected in the middle of a call.
Expert:  EricFromCT replied 1 year ago.

If you can I would still like you to try the battery cables. If you could maybe just try a different phone to see if it works. But if you do those two things and the problem is still happening then the audio unit will likely need to be replaced.

Expert:  EricFromCT replied 1 year ago.

Have you made any progress with getting your bluetooth to stay connected? Please let me know and please rate my service. Thanks.