When the symptom can be duplicated, verify that it is not a characteristic of the system. Review the navigation system manual and compare it to a known-good vehicle (with the same software and database), under the same conditions. If the symptom is not the same as the known-good, follow the self-diagnostic procedures and the appropriate troubleshooting procedures.
When the symptom does not reappear or only reappears intermittently, ask the customer about the conditions when the symptom occurred.
-
Always ask the customer to demonstrate the problem.
-
Try to establish possible user error or misunderstanding of the system.
-
Try to establish if outside interference may have been the cause.
-
Try to duplication the symptom under the same conditions the customer experienced.
-
Vibration, temperature extremes, and moisture (dew, humidity) are factors that are difficult to duplicate.
-
Inspect the vehicle for after-market electronic devices (vehicle locators, amps, radar detectors, etc.) that may be hidden.