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Troubleshooting a Bluetooth or dēzl™ App Issue with a Garmin Automotive Device

Your automotive device uses Bluetooth technology to connect with your mobile phone.

An Issue With the Bluetooth Connection Between the Two can Cause any of the Following Issues:

  • Automotive device and phone will not find one another.
  • Automotive device and phone encounter problems during the pairing process.
  • The pairing process is successful, but devices do not maintain a Bluetooth connection.
  • You are unable to hear the person you are speaking with or vice versa.
  • Hands-free audio quality is below expectations.
  • The automotive device is not importing or displaying your phone's contacts.
  • dēzl™ App features like Traffic, PhotoLive, or Weather are not displaying on the device.

Note: It is not possible to troubleshoot a Bluetooth or dēzl™ App issue while on an active phone call, as it may interfere with certain features

We Suggest Troubleshooting in This Order for Bluetooth or dēzl™ App Issues:

1. Phone Requirements

Ensure your Phone Meets System Requirements for the dēzl™ App:

Go to the dēzl™ App and select either App Store or Google Play to find the current requirements. It is necessary to use a phone which meets these requirements.

Verify your Phone has the Required Permissions Enabled:

See Phone Permissions Required to Use the dēzl™ App and Garmin Drive App for more information.

Check for Updates to the Phone’s Operating System: 

To Check for Updates on iOS:

(Note: These steps will vary depending on the phone and OS combination)

  1. Open the phone's Settings menu
  2. Touch General
  3. Touch Software Update

To Check for Updates on Android:

(Note: These steps will vary depending on the phone and OS combination)

1. Touch the Apps menu (some phones skip this step)

2. Touch Settings or the Gear icon 

3. Touch About Phone (some phones skip this step)

4. Touch Software Update or System Updates (you may need to scroll down the page)

 

5. Touch Download and install or Check for system updates (some phones skip this step)

6. Touch Download or Yes if updates are available

7. Touch Install Now

The phone should now check for and apply any necessary system updates.

2. Software Updates

Check for Updates to the Software of the Garmin Device:

See Updating Automotive Maps and Software with Garmin Express™.

Check for Updates to the dēzl™ App:

Search for the dēzl™ app in the Google Play or App Store to check for updates and apply them, if available.

The installed version number of the dēzl™ App can be found on the phone itself if the app will not launch.

To Locate the Software Version of the dēzl™ App:

iOS:

  1. Open the phone's Settings menu
  2. Touch General
  3. Touch iPhone Storage
  4. Touch dēzl™

Android Version 7 or Older:

  1. Open the phone's Settings menu
  2. Touch Apps
  3. Touch dēzl™

Android Version 8 or Newer:

  1. Open the phone's Settings menu
  2. Touch Apps or Apps & Notifications
  3. Touch App Info (Some phones skip this step)
  4. Touch dēzl™

The current version of the dēzl™ App should be displayed here.

3. Restart Phone and GPS

Be sure to completely restart your phone before proceeding.

See your phone's documentation for instructions on fully restarting your phone.

To reboot your Garmin device, press and hold the Power button for several seconds and then touch Off.

4. Re-Pair by Forgetting the device from Phone's Bluetooth Settings/dēzl™ App and Deleting Pairing History on the GPS

To Delete the Pairing History on an Automotive Device:

  •  dēzl™ OTR500, dēzl™ LGV/OTR610, dēzl™ LGV/OTR700, dēzl™ LGV/OTR710, and dēzl™Cam LGV/OTR710

    • Go to the Support Center and enter the product name or the serial number of your device

    • Once your device is selected, search for “Deleting a paired phone” under Search for a solution...

  • dēzl™ LGV/OTR800, dēzl™ LGV/OTR810, dēzl™ LGV/OTR1000, and dēzl™ LGV/OTR1010
    • Go to the Support Center and enter the product name or the serial number of your device
    • Once your device is selected, search for “Deleting a paired Bluetooth device" under Search for a solution...

Clear the Garmin Device From the Phone’s Pairing History:

Steps for clearing pairing history on the phone can vary by make/model. See your phone's manual or manufacturer if unsure how to clear your phone's pairing history. The steps below apply to most iOS and Android phones:

To Clear Pairing History on an iPhone:

  1. Open the phone's Settings menu
  2. Touch Bluetooth
  3. Touch the info button ("i" icon) next to the paired Garmin Device
  4. Touch “Forget this device”

To Clear Pairing History on an Android phone:

  1. Open the phone's Settings menu
  2. Touch Connections (some phones skip this step)
  3. Touch Bluetooth
  4. Touch the gear icon next to your listed Garmin Device
    • Select the name of the listed Garmin Device instead on some Android phones
  5. Touch Forget/Unpair

The Garmin Device will now be cleared from your phone's pairing history.

To Clear Pairing History in the dēzl™ App:

  1. Open the dēzl™ App on your smartphone
  2. Touch the gear wheel in the top right corner
  3. Touch the device you want to delete
  4. Touch Forget Device
  5. Touch Forget Device again 

To Pair the dēzl™ App and Your Automotive Device: 

Follow the steps in the FAQ below for your device. 

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5. Clear App Cache

Clear the dēzl™ App’s Temporary Cache Files From the Phone:

Clearing the cache can remove any problematic files from the phone's temporary storage.

To Clear the Cache:

Most iPhones:

  1. Double-press the iPhone's home button
  2. A list of currently running apps will appear
  3. Swipe up on the dēzl™ App to remove it from the list and close it

iPhone X and Newer:

  1. Swipe up from the bottom of the screen and pause
  2. Swipe up on the dēzl™ App

Android:

  1. Open the phone's Settings menu
  2. Touch Storage (some phones skip this step)
  3. Touch Other Apps or Apps
  4. Touch dēzl™
  5. Touch Storage (some phones skip this step)
  6. Touch Clear Cache

The temporary files should now be cleared and the app can be re-opened.

6. Uninstall and Reinstall the dēzl™ App

To Uninstall the dēzl™ App on Android:

1. Open the phone's Settings menu

2. Touch Apps

3. Touch the dēzl™ App

4. Touch Uninstall

To Uninstall the dēzl™ App on iOS:

1. Touch and hold the dēzl™ App icon

2. Touch the X that appears in the corner of the icon

It can be re-downloaded from the phone's Google Play Store/iTunes App Store.

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