Profile Help Please

Mobeam · January 19, 2023

Hi Guys ...

Some further help please if possible for a real novice NON-Tech owner.

Had the car for past three weeks and loving it. On collection dealer downloaded Lexus app on my phone and connected to the system .

All ok and everything is working as should be i..e Lexus app, phone connection, sat nav etc etc. The system has just my name as driver and no other details have been entered

. past week a new window keeps appearing every ten minutes of driving which informs 'Profile cannot be synced...latest profile could not be loaded using the network ; Enter your password to sync "

Not wanting to cause any further problems by re-entering passwords, I keep choosing cancel.....but it keeps coming back !!

Can anyone guide me through it

Spacewagon52 · January 19, 2023

I have that hurdle to cross at some point!

Is the App a subscription or just another tool to use?

Eggie · January 19, 2023

17 minutes ago, Mobeam said:

Hi Guys ...

Some further help please if possible for a real novice NON-Tech owner.

Had the car for past three weeks and loving it. On collection dealer downloaded Lexus app on my phone and connected to the system .

All ok and everything is working as should be i..e Lexus app, phone connection, sat nav etc etc. The system has just my name as driver and no other details have been entered

. past week a new window keeps appearing every ten minutes of driving which informs 'Profile cannot be synced...latest profile could not be loaded using the network ; Enter your password to sync "

Not wanting to cause any further problems by re-entering passwords, I keep choosing cancel.....but it keeps coming back !!

Can anyone guide me through it

Do not worry. This is a glitch but is not the car but with the lexus computers which are not the best. Just press CANCEL to close NOT continue and all will be as normal.

Andy B · January 19, 2023

27 minutes ago, Mobeam said:

Hi Guys ...

Some further help please if possible for a real novice NON-Tech owner.

Had the car for past three weeks and loving it. On collection dealer downloaded Lexus app on my phone and connected to the system .

All ok and everything is working as should be i..e Lexus app, phone connection, sat nav etc etc. The system has just my name as driver and no other details have been entered

. past week a new window keeps appearing every ten minutes of driving which informs 'Profile cannot be synced...latest profile could not be loaded using the network ; Enter your password to sync "

Not wanting to cause any further problems by re-entering passwords, I keep choosing cancel.....but it keeps coming back !!

Can anyone guide me through it

I have had this issue a few times. Not sure why it happens but it may be due to some kind of connectivity issue with the Lexus servers.

Even if you hit Cancel the pop-up will reappear again in a short while. What fixes it for me is to hit Continue. You will then be presented with a browser window asking you to log in. Enter the email address and password that you use to log in to the Lexus Link app or the MyLexus website and you should be good to go.

Eggie · January 19, 2023

If you log in again it will still do it. Plus very difficult to re log in when driving. You are already logged in and pressing cancel just reconnects.

Mobeam · January 19, 2023

Thanks Eddie ...but have pressed 'cancel' at least a dozen times in past few trips and still comes back each time after every 10 minutes or so.

Thanks Andy B ...will try your suggestion tomorrow morning and report back if it helps others. Failing that will add it to my list for a dealer visit.

Andy B · January 19, 2023

14 minutes ago, Eggie said:

If you log in again it will still do it. Plus very difficult to re log in when driving. You are already logged in and pressing cancel just reconnects.

It works for me. Pressing Cancel isn't a permanent fix for me - the pop-up will simply be displayed again in a few minutes.

Obviously I don't attempt to log in while driving. I just leave the pop-up box on screen until my journey is over and then log in.

Mobeam · January 19, 2023

Sorry ....Eddie should read Eggie ....my apologies !

PB1642 · January 19, 2023

This looks like a connection issue. I suggest that you check your mobile phone is happily connected to the car. If not enable Bluetooth to see if that works. I would also see (if your home Wi-Fi signal is strong enough at home) that you switch on the car, make sure mobile is connected to the car and wait to see if the pop up comes on again before you set off. This should cover off the potential connection issues. I hope you solve it.

Pete

Mobeam · January 19, 2023

2 hours ago, PB1642 said:

This looks like a connection issue. I suggest that you check your mobile phone is happily connected to the car. If not enable Bluetooth to see if that works. I would also see (if your home Wi-Fi signal is strong enough at home) that you switch on the car, make sure mobile is connected to the car and wait to see if the pop up comes on again before you set off. This should cover off the potential connection issues. I hope you solve it.

Pete

Thank you Pete. Two things please.

[1] The screen shows that the mobile is fully connected via Bluetooth and is working fine, so is the Lexus app in relation to car info etc. [2] In regard to WiFi, the car is not connected as I was not aware that this was necessary....[repeat Non-Tech]. As it would seem that other members have similar issues, are you saying that the Wifi connection should be done home/local and then await to see if the pop up has been deleted for good.

GeoNX · January 19, 2023

I used to have the same issue. I contacted Lexus customer relations about this and was advised that there would be an update that would fix this (referring to the OTA update last December). It has been now a month since I installed the OTA update and that message/window has not appeared again whereas I used to get this message every 3-5 days before the update.

Btw, hitting continue and entering the password did not cause any further issues in my case and would make the message disappear, however, the message would return after 3-5 days.

Andy B · January 19, 2023

1 hour ago, Mobeam said:

Thank you Pete. Two things please.

[1] The screen shows that the mobile is fully connected via bluetooth and is working fine, so is the Lexus app in relation to car info etc. [2] In regard to WiFi, the car is not connected as I was not aware that this was necessary....[repeat Non-Tech]. As it would seem that other members have similar issues, are you saying that the Wifi connection should be done home/local and then await to see if the pop up has been deleted for good.

@Mobeam

I mean no disrespect to the contribution to this thread made by @PB1642 but seeing that you are - by your own admission - not technically minded, I would suggest that you try the resolution I have detailed first. In the (almost) 12 months that I have owned my NX I have had this pop-up appear twice and on both occasions I have managed to get rid of it by pressing Continue and then logging in. I can't guarantee that it won't come back in the future (only Lexus technical staff can fix it permanently I guess) but it should give you some respite for a fair while.

Caspa · January 19, 2023

This is my one little annoyance at the moment. Happens once every few weeks or so and I do the same as Andy and it goes away. Figured it could be related to poor mobile reception around home causing the car not to be able to connect back to Lexus via its own connection, similar to how the remote heating schedule can occasionally fail.

December update didn't fix it either.

Definitely not related to your mobile connection or WiFi so don't waste your time with that.

Harrier Man · January 20, 2023

On 1/19/2023 at 3:06 PM, Mobeam said:

Hi Guys ...

Some further help please if possible for a real novice NON-Tech owner.

Had the car for past three weeks and loving it. On collection dealer downloaded Lexus app on my phone and connected to the system .

All ok and everything is working as should be i..e Lexus app, phone connection, sat nav etc etc. The system has just my name as driver and no other details have been entered

. past week a new window keeps appearing every ten minutes of driving which informs 'Profile cannot be synced...latest profile could not be loaded using the network ; Enter your password to sync "

Not wanting to cause any further problems by re-entering passwords, I keep choosing cancel.....but it keeps coming back !!

Can anyone guide me through it

My suggestion David is to watch the You Tube NX Deep Dive Tutorial Part One at /watch?v=k7s8vzKnaU8 22 minutes 18 seconds in, it describes how to connect the NX to the App. This is an American video so be aware that there are some differences. I watched it several times to familiarise myself with what's involved. Next, I would set up as much as you can from the Lexus Portal, not the App. There seems to be some additional options here and better descriptions; I find it easier to work with a big screen too! Make sure you have things like your VIN entered and that the Connected Services are active. If you get the option, set the location of your car by following the on-screen instructions (I was only offered this once during the process but my 'Find my Car' location is always accurate. No idea if setting the location at this early stage has made the difference but it must surely be worth a try and doing if you can).

On your phone, I would have Bluetooth switched on and 'discoverable', your data package switched on but I would switch wifi OFF (temporarily of course). Keep your second key well out the way (preferably switched off). Now go through the procedure outlined in the video to set up your profile. Good luck!

I wish there was more info on the software and the links and connections to help users diagnose the problems being experienced but there isn't so it feels very hit and miss at times. I don't have a secret insight into the system either so I can only suggest the procedure that has worked for me. My location is accurate, all my journeys appear to be recorded and I have never once in 3 months (touch wood) had a message saying that my profile could not be synched. I would add though that I am the sole driver, my second key is off and in a drawer in the house and no second profile has ever been added so I might have an advantage there (in terms of the software, not my love life!!).

The video does say to switch wifi on; my thinking is that if any connection to the internet is required, it will go through your data package so wifi could, maybe, possibly confuse the system; hence my recommendation to switch it off. However, if you do have a problem creating your profile, do try it again with wifi on. If anybody who knows about these things suggests that I'm talking rubbish, then they are probably right!

I have tried not to use techie jargon but I have made some assumptions so if you have any questions, please feel free to PM (Private Message) me or ask on this forum.

bgb · January 20, 2023

I think there is a forthcoming recall for DCM reprogramming, I was told this would fix my second profile issue so it may fix other issues too.

Mobeam · January 21, 2023

So.......I have followed Andy B advice. Pressed continue, entered password etc. After a Battery busting trip yesterday the pop up has 'popped off' so fingers crossed it stays away.

Lexus app is still connected via Bluetooth as usual and all still working.

PS.. separate issue; but can one send a destination route to the car via the app? if so how ?

Harrier Man; I have also connected my house wifi to the car, not sure why but has not caused any issues.

Minus 5 degrees today so hope I can get in it and after first 1K miles going to top up fuel for first time........ assuming the cap opens. The possessors are possessed !!😄

Once again guys thank you a for your help and guidance.

RXtoNX · January 21, 2023

1 hour ago, Mobeam said:

PS.. separate issue; but can one send a destination route to the car via the app? if so how ?

Not possible I’m afraid………..yet.

In the words of Lexus around 12 months ago, “the ability to send destination route to car via the app will feature in a future update” 🙄

Don’t hold your breath😉. Best to just set the route using google maps before you get in to the car and use car play.

PB1642 · January 21, 2023

On 1/19/2023 at 10:20 PM, Andy B said:

@Mobeam

I mean no disrespect to the contribution to this thread made by @PB1642 but seeing that you are - by your own admission - not technically minded, I would suggest that you try the resolution I have detailed first. In the (almost) 12 months that I have owned my NX I have had this pop-up appear twice and on both occasions I have managed to get rid of it by pressing Continue and then logging in. I can't guarantee that it won't come back in the future (only Lexus technical staff can fix it permanently I guess) but it should give you some respite for a fair while.

No disrespect taken. All I was suggesting is maximising the chances of getting good connections between the car, @mobeam ‘s mobile and networks of opportunity. In order to eliminate dodgy connections to resolve the issue. All on the assumption that the issue is one of connectivity. If there are other working solutions then all is good. After all we are a community trying to help each other. Regards all, Pete

dts439 · January 26, 2023

On 1/19/2023 at 8:14 PM, GeoNX said:

I used to have the same issue. I contacted Lexus customer relations about this and was advised that there would be an update that would fix this (referring to the OTA update last December). It has been now a month since I installed the OTA update and that message/window has not appeared again whereas I used to get this message every 3-5 days before the update.

Btw, hitting continue and entering the password did not cause any further issues in my case and would make the message disappear, however, the message would return after 3-5 days.

I had same issue all last year. Appeared to happen mainly after stopping and starting the car mid journey. Multiply logging it back in did not fix it and on long journeys it was a real pain as you cannot get rid of the prompt which comes up every 5 minutes or so without logging in. Also tried resetting the Lexus app and the profile in the car but no joy.

However as GeoNX above the car finally received the OTA update at start of this month, and so far I've not seen the message ... 🤞