15-196-16R
Service Bulletin Details
Public Details for: 15-196-16R
Only 2016-2017my: those models equipped with starlink telematics. Provisioning is the process by which the dcm receives the subscription request and activates the related dcm features requested as outlined in the specific subscription con
Models from 2017
2017 SUBARU BRZ |
2017 SUBARU CROSSTREK |
2017 SUBARU FORESTER |
2017 SUBARU IMPREZA |
2017 SUBARU LEGACY |
2017 SUBARU OUTBACK |
2017 SUBARU WRX |
2017 SUBARU WRX STI |
Models from 2016
2016 SUBARU CROSSTREK |
2016 SUBARU FORESTER |
2016 SUBARU IMPREZA |
2016 SUBARU LEGACY |
2016 SUBARU OUTBACK |
ATTENTION: CLAIMS PERSONNEL q IMPORTANT - All Service Personnel Should Read and Initial in the boxes provided, right. SERVICE MANAGER © 2016 Subaru of America, Inc. All rights reserved. GENERAL MANAGER q PARTS MANAGER q q REPAIR PROCEDURE APPLICABILITY: 2016-2017MY: All Models equipped with STARLINK Telematics SUBJECT: Data Communication Module (DCM) Procedures for Provisioning Failure, Inspection / Repair NUMBER: 15-196-16R DATE: 04/25/16 REVISED: 04/25/17 VERY IMPORTANT: This procedure applies to vehicles with VINs shared with your retailer as leads through the STARLINK Notifications Dashboard found on Subarunet (see example below) which indicate a possible concern with the activation status of the SUBARU STARLINK Safety and Security Services feature. INTRODUCTION: Provisioning is the process by which the DCM receives the subscription request and activates the related DCM features requested as outlined in the specific subscription contract. If provisioning is not successful then the DCM may remain in an inactive state and the requested services may not be activated for the customer. Field investigation has found that this may be a result of three possible conditions. • • • The DCM may be off the network due to vehicle storage or other network factors. The DCM may be lacking power or ground due to some body side electrical concern. The DCM may have an internal failure. The following procedures are not only designed to repair the vehicle but also to gather as much information as possible about the actual failure that each vehicle has experienced. Please follow each step and collect all data as requested. Continued... CAUTION: VEHICLE SERVICING PERFORMED BY UNTRAINED PERSONS COULD RESULT IN SERIOUS INJURY TO THOSE PERSONS OR TO OTHERS. Subaru Service Bulletins are intended for use by professional technicians ONLY. They are written to inform those technicians of conditions that may occur in some vehicles, or to provide information that could assist in the proper servicing of the vehicle. Properly trained technicians have the equipment, tools, safety instructions, and know-how to do the job correctly and safely. If a condition is described, DO NOT assume that this Service Bulletin applies to your vehicle, or that your vehicle will have that condition. Bulletin Number: 15-196-16R; Revised: 04/25/17 SUBARU OF AMERICA, INC. IS ISO 14001 COMPLIANT ISO 14001 is the international standard for excellence in Environmental Management Systems. Please recycle or dispose of automotive products in a manner that is friendly to our environment and in accordance with all local, state and federal laws and regulations. Page 1 NOTE: Do not release the vehicle back to the customer until provisioning has been confirmed as completed and services are active. IMPORTANT NOTES: 1) For the vehicles listed ONLY: DO NOT attempt to install the campaign WQZ-61 programming (where applicable) prior to completing this procedure. 2) If the inspection results in DCM replacement, all DCMs supplied as repair parts already include the WQZ-61 software update. a. DO NOT attempt to program a replacement DCM. Instead, confirm and document the software version in order to close the WQZ-61 campaign (where applicable). b. DO NOT remove the backup battery (BUB) from the vehicle’s DCM (NOTE: Due to concerns with current parts supply. If a replacement BUB is not available, do not delay the repair. In this event swap the BUB from the old DCM to the new DCM) c. Remember to install a BUB in the replacement DCM (See NOTE in point b above). 3) If you need to confirm a value shown in hexadecimal format, go to: http://string-functions.com/hex-string.aspx and carefully enter the hexadecimal string to decode it. This will only occur if the SDI is used. For this reason we recommend the use of DSTi. INSPECTION PROCEDURE: Please record all of your results starting at step 1. Step 1. Check LED lamps 2. Comm. Check Procedure Check Turn the ignition ON- (Key ON/ Engine OFF). Turn the headlamps OFF for easier visibility of the LED lamp status. Yes No Note the lamp status here. Note the lamp status here. LAMP COLOR ON OFF RED GREEN No lamp? Go to Step 2 GREEN lamp only? Go to Step 2 Others (RED only or both on) Go to Step 4 Press and hold the blue “i” button until the RED and GREEN lamps flash. In some cases, the RED and GREEN lamps may continue to flash. Once they stop, the Comm. Check is complete. If the LED lamps do not flash, it may have already been Comm. Checked. Proceed to Step 3 in either case. Continue to step 3 Continue to step 3 Continued... Bulletin Number: 15-196-16R; Revised: 04/25/17 Page 2 Step Yes No Start the engine and allow to idle for at least 60 seconds. If the vehicle is subscribed, the Provisioning is usually automatically completed. Continue Continue Does the GREEN LED illuminate? Note: If not, try again after parking the vehicle outside for 30 minutes in an area of strong cellular reception. The car must be off during that time. Continue Go to Step 4 Press the red SOS button. Does a STARLINK operator answer? If you hear a pre-recorded message, “Not currently subscribed to STARLINK please visit mySubaru.com to upgrade your service,” Go to Step 4. If “Yes”, inform them this is a test and end the call. Proceed below. Go to Step 4 Press the blue “i” button. Does a Roadside Support operator answer? If you hear a pre-recorded message, “Not currently subscribed to STARLINK please visit mySubaru.com to upgrade your service,” Go to Step 4. If “Yes”, inform them this is a test and end the call. Proceed below. Go to Step 4 If BOTH STARLINK and Roadside operators are reached, the vehicle is successfully provisioned and no further action is needed. Confirm if WQZ61 has been completed. Is the DCM Software version DCM_05.00.17_20151001 If not, install WQZ61 programming. Confirm you can connect with each operator again. Finish 4. Hooking up SSM Using the SDS Notebook and DSTi, start the vehicle, allow to idle for 1 minute and attempt to communicate with the DCM. Can you communicate? Go to Step 6 5. Check Power Supply to DCM Inspect for possible power supply concern or poor contact / connection using the applicable Service Manual diagnostics. Start with confirmation of power supply and fuse condition. Can you communicate now? 3.Provisioning Procedure 3.Provisioning Procedure Check Go to Step 6 Go to Step 5 Contact Subaru TechLine and ask for a Telematics specialist. (866)Subaru2 Option #3 Continued... Bulletin Number: 15-196-16R; Revised: 04/25/17 Page 3 Step Check Yes No Collect and save 10 seconds of DCM data using the SSM4. Viewing the data, confirm the VIN in DCM data matches the vehicle VIN. If using SDI refer to important note 3 above. 6. Check DCM Data After collecting and viewing data, proceed to Step 7 Note the subscription status • Blank • Comm. Check • Subscribed • Unsubscribed • Others list it here Note the MSISDN (if populated) If using SDI refer to important note 3 above. Contact Subaru TechLine and ask for a Telematics specialist. (866)Subaru2 Option #3 Are there any DTCs? Save all DTCs and FFD. Perform troubleshooting per applicable service manual and note step by step troubleshooting results. Do the troubleshooting results indicate to replace the DCM? Contact Subaru TechLine and ask Contact Subaru TechLine and for a Telematics specialist. ask for a Telematics specialist. (866)Subaru2 Option #3 (866)Subaru2 Option #3 7. Check the DCM for DTCs **Example DCM Serial Number and IMEI Number Continued... Bulletin Number: 15-196-16R; Revised: 04/25/17 Page 4 Warranty / Claim Information: For vehicles within the Basic New Car Limited Warranty period or covered by a Subaru Added Security Classic or Gold plan, this repair may be submitted using the following claim information: Labor Description Labor Operation # Failure Code TELEMATICS CHECK SYSTEM OPERATIONAL A067-930 0.4 TELEMATICS CHECK W/ ELECTRICAL REPAIR A067-931 1.2 TELEMATICS CHECK DCM DEFECTIVE PROVISIONED AUTOMATICALLY A067-932 TELEMATICS CHECK DCM DEFECT & STARLINK ASSIST TO PROVISION A067-933 ZRC-43 Labor Time 1.6 1.8 IMPORTANT REMINDERS: • • • SOA strongly discourages the printing and/or local storage of service information as previously released information and electronic publications may be updated at any time. Always check for any open recalls or campaigns anytime a vehicle is in for servicing. Always refer to STIS for the latest service information before performing any repairs. Bulletin Number: 15-196-16R; Revised: 04/25/17 Page 5