hk-questionaire-

The Harman Kardon Gen 3 Audio and Navigation systems introduced in the 2017 Impreza release are now found in
2017‐18 Impreza, 2018 Crosstrek and 2018 Legacy and Outback models.
This new system has significantly more functionality than any past system ever released. As with any complex
computer based system, while extensive pre‐launch testing was completed, every possible use case and outcome
can never be fully anticipated during development.
Post launch conditions may occur where certain combinations of inputs result in undesirable outputs. As such it is
critical to gather all the details surrounding these events to allow SBR and Harman the ability to duplicate and then
evaluate what is needed and then improve the system accordingly to prevent the undesired outcome in the future.
This is no different than concerns commonly found and addressed with updates for Smartphones, Apps, and
related peripherals for which updates and improvements are released regularly.
Required Actions and Best Practices:
1.
Effective immediately retailers must complete this Investigation Guide / Questionnaire every time a
customer presents with any concern(s) related to a Harman Kardon Gen 3 audio / navigation head unit.
Important Note: The questionnaire does provide for documentation of multiple conditions. To avoid
confusion, reduce follow up questions, and clearly communicate each concern, it is best to complete a separate
questionnaire for each concern.
2.
3.
4.
5.
6.
7.
When requested, the Investigation Guide / Questionnaire must be supplied to Techline or attached to a
related QMR.
All data collected through these questionnaires will be shared with Harman for possible future quality
improvements.
The best chance of capturing this information is during the initial customer interview at the time of write
up with the Service Advisor.
SOA highly recommends that retailers have a supply of these Investigation Guide/ Questionnaire readily
available for use by the Service Advisor when these discussions occur during customer write‐up. This will
greatly reduce, but cannot fully eliminate, the possibility of follow up questions in the future.
Videos (preferred) or photos of the condition and most importantly showing how the condition is
duplicated are strongly encouraged and requested whenever possible
All completed forms must be emailed or faxed to SOA. Email completed forms to [email protected] (This
is not an interactive mailbox. It only receives the completed forms.) or Fax to (856)‐254‐1305 as outlined
on footer of the Investigation Guide / Questionnaire.
SOA recognizes that completion of this questionnaire takes time and effort on the part of our retailer partners. We
truly appreciate those efforts and THANK YOU in advance for partnering with us in improving this infotainment
product for all our customers.
New flat rate times have been established to help compensate retailers for the additional time necessary to
complete these documents. Please claim these as needed whenever these forms have been fully completed and
supplied to SOA as outlined on the form itself and in the instructions below.
User Instructions
1.
2.
3.
4.
5.
6.
7.
8.
9.
Retailers must complete this Investigation Guide / Questionnaire every time a customer presents with any
concern(s) related to a Harman Kardon Gen 3 audio / navigation head unit.
Download/Save the Harman Investigation Guide‐Questionnaire from Subarunet under Service Operations
& Technical >> Forms/Downloads to a designated location on your computer such as the Desktop or My
Documents.
Complete the form by answering all the questions related to the customer complaints with as much detail
as possible. The more detail the better to increase the possibility of duplication by the vendor and
possible future quality improvement.
Please print clearly or type within the form (Typing within the form may require use of Google Chrome or
another browser depending upon your current IE version).
Use the comments space at the end of the form or attach additional sheets, when more space is needed.
After filling in all fields related to the customer’s concerns, email the completed form to
[email protected] or fax all completed forms to (856)‐254‐1305 as outlined on footer of the
questionnaire.
In lieu of emailing or faxing in the form, it is highly encouraged to submit it attached to a QMR and at the
same time share any videos or photos of the condition.
Always print or save a copy of the completed form for the vehicle file. Refer to section 13.2 Record
Retention of the Claims Policies Guidelines & Procedures for full details on required record retention.
IMPORTANT NOTE: There is no requirement for a Techline case. A Techline case is only necessary
when/ if immediate repair assistance is needed. If you need to discuss the concerns or desire feedback,
please contact SOA’s Technical Helpline to open a case. Once the case is opened, they will request the
completed form be shared with them by fax or email so it may be added to the case as this is a separate
process. Again, there is no requirement for a Techline case. Techline case is only necessary when/ if
repair assistance or feedback is requested.
For urgent customer cases, please complete an URFCA and contact Customer/ Retailer Services.
The following is a Investigation Guide / Questionnaire to help collect information and, in some cases, address
customer concerns with the Harman Gen3 Infotainment System. The following pages below are organized
into common reports from field issues. To help collect this pertinent information, please complete as much
information as possible in as much detail as possible and follow the steps provided.
NOTE: Some of these investigative guides will require the Technician to provide detailed feedback while the
system is experiencing the concern. Others will require specific information from the customer. In all cases, the
Questionnaire Pages at the start of this document must be completed at the time of write-up to gather as much
detail from the customer as possible.
Always request and retain any pictures or videos (preferred) of the condition and any data gathered from
the system. Once the form is completed it may be emailed (preferred) or faxed as outlined at the end of this
document.
If the condition can be duplicated, try to gather as much information as possible regarding steps required to
recreate the issue.
For example:
1. Unlock car
2. Start engine
3. Shift to reverse while the “STARLINK” screen is displayed. FM audio is playing in the background
4. Connect an iPhone via USB hub for CarPlay
5. Shift to drive
...and so on. This information helps with being able to recreate the issue.
Subaru Retailer Questionnaire – Harman Gen 3 Audio Concerns
Retailer Name:
City:
State:
Retailer Code:
Repair Order Date:
Mileage:
Repair Order No:
Vehicle Identification Number (VIN):
Techline Case Number (if available):
INSTRUCTIONS for COMPLETION:
ALWAYS COMPLETE: General questions 1-17 with customer and have Technician complete 37-45
BASED ON SYMPTOM(S)- Complete the following for each concern mentioned by the customer.
A. Blank screen concern, please make sure items 18-20 are answered
B. Freeze* concern, please make sure item 21-24 is answered
C. Rear View Camera, please make sure item 25-26 is answered
D. Mobile application (App- Includes: CarPlay, Android Auto, Pandora and others) concern, please make sure items
27-29 are answered
E. Unusual Sound concern, please make sure items 30-31 are answered
F. Clock concern, please make sure items 32-33 are answered
G. Audio sound volume or quality concern, please make sure items 34-36 are answered
H. ALWAYS COMPLETE Technician Inspection Results, please make sure items 37-45 are answered
*Freeze definition: Freeze is defined condition where inputs from hard keys, soft keys (touch screen), knobs or steering
wheel remote controls do NOT result in any change to the head unit function. Always test for and note rear view camera
function when this or any condition occurs.
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1.
Detailed symptom description
(list all concerns here):
2. Is the vehicle currently at the retailer?
If yes, how long will it be there:
NO:
YES:
(Example: Is customer a waiter? Is the
car there overnight or longer? How long?)
3. Can the concern be duplicated?
NO:
YES:
4. Has the Tech witnessed/verified the concern?
If yes, how often:
NO:
YES:
5. Specific time/place/temperature when the concern happens?
NO:
6. Were the steering wheel controls functional for head unit control ?
7.
Does ignition off/on cycle correct the concern?
NO:
8. Was there any audio output coming from the Head Unit?
YES:
YES:
NO:
YES:
9. Last 5 actions performed before symptom occurred. (list 1 to 5 in order – for example: a. listened to FM for ~5 minutes,
b. Switched to CD using steering controls, c. Pressed seek forward hard key 3 times…etc.)
a.
b.
c.
d.
e.
10. Did the condition occur right after start up? NO:
YES:
Did the condition occur right after putting the gear into reverse (drive) after start up?
NO:
YES:
If driving, how long after starting out?
11. Any Genuine Subaru or aftermarket accessories installed?
(i.e. remote start? If YES, was the Remote Engine
Starter used when the symptom occurred?)
NO:
12. Is anything plugged in to the media hub when concern occurs?
If music files on USB, what
type of files are being used?
YES:
NO:
YES:
13. Are there any phones or other devices paired to the unit and if so, what type of phone/software/cell phone carrier?
NO:
YES:
List all phones/ devices paired Note: To verify if a compatible phone follow this link: http://www.subaru.com/owners/index
14. Does unpairing and pairing the phone correct the concern?
NO:
15. Is an aftermarket or genuine cable used to connect the phone?
YES:
NO:
YES:
Verify brand:
16. Is it possible to capture a video recordings of the concern?
NO:
YES:
17. If concern is related to Navigation System operation:
a. What are the exact To: and From: addresses?
b. Is the head unit or the phone application being used for navigation?
i.
If Android Auto, what App is being used?
ii.
If iPhone, what App is being used?
iii. If iPhone, is CarPlay also being used or is CarPlay inactive?
NO:
YES:
NO (Inactive):
YES (CarPlay in use):
Continue to A, B, C, D, E, F, G or H depending on customer’s concern(s). Complete all that apply.
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A. Blank screen concern, please make sure items 18-20 are answered
NO:
18. Is the screen blank or frozen?
YES:
19. Were the hard keys/buttons illuminated ON solid? Or blinking? Or OFF?
ON:
OFF:
20. Did you turn off the Head Unit by holding the volume knob followed by the ignition turn OFF?
Continue to section H
BLINKING:
NO:
YES:
B. Freeze* concern, please make sure item 21-24 is answered
21. At which screen did the system freeze?
NO:
22. Was the unit frozen at start up?
If not, how long during use
before the freeze was noticed?
YES:
23. When the unit is frozen, are any hard keys (Volume, radio, map, etc) or steering wheel controls operational?
NO:
YES:
24. Do any touch screen buttons highlight when pressing on them? NO:
Continue to section H
YES:
C. Rear View Camera, please make sure item 25-26 is answered
25. How soon do you put the car in reverse after starting the engine?
(For example: right after engine start-up, after idling for ? min, etc.)
26. Was the Rear View Camera functional, while the symptom was observed (ex: black screen or display freeze)?
NO:
YES:
Continue to section H
D. Mobile application concern, please make sure items 27-29 are answered
27. Please check off which application was launched from the phone prior the issue and how the phone was linked to
the Head Unit?
Mirror Link
CarPlay
Android Auto
Aha Radio
Paired w/Bluetooth
Pandora
Subaru STARLINK
None
Tethered by USB**
Genuine
**Genuine or Aftermarket cable used for Tethering?
28. Is the issue specific to phone application (ex. Pandora, Aha, CarPlay etc.)?
Aftermarket
NO:
YES:
If yes, which one is it and what is the version of the application? Version
Mirror Link
CarPlay
Android Auto
29. How was Siri function used?
Aha Radio
Pandora
Push talk switch on the steering wheel
Continue to section H
Subaru STARLINK
None
Press the home button on iPhone
E. Noise concern, please make sure items 30-31 is answered
30. Is the noise (buzz, static, pop etc.) coming from the speaker(s)?
NO:
YES:
(If YES, which speaker(s)) or from the Head Unit?
31. Note the selected station for
AM-related problems with noise?
Continue to section H
F. Clock concern, please make sure items 32-33 are answered
32. Was the clock set manually? Or auto?
MANUALLY:
AUTO:
33. If the time changes, when does it change?
(For example, when ignition key is cycled off/on)
Continue to section H
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G. Audio sound concern, please make sure items 34-36 are answered
34. What audio source is the head unit on when the concern occurs: Carplay or other audio source?
Harman
35. Is vehicle equipped with an external amplifier?
Rockford
Other:
36. For volume/audio concerns - Has the amplifier been checked and proper operation confirmed?
Continue to section H
NO:
YES:
H. Technician Inspection Results), please make sure items 37-45 are answered
37. All Head Unit wiring harness connectors fully seated in the unit?
Inspect for bent/loose pins? NO:
YES:
NO:
38. Have any DTCs been set?
NO:
YES:
YES:
39. Subaru Head Unit part number?
40. Head Unit software version?
Is the software version the most current available?
NO:
41. Is there any physical damage/tampering present?
YES:
42. In cases where multiple software updates have been
performed, did you use different USB Flash drives for
each BASE, MID, and HIGH? Or the same USB Flash drive?
43. If the screen turned blank and the install was reinitiated,
how long did you wait to remove the power to the Head Unit?
44. Was a capacitive discharge already performed?
NO:
NOTE: If NOT performed, Do NOT attempt it right now.
YES:
If yes, what was the outcome?
45. Could you determine the amount of dark current draw the amplifier has on the battery?
NOTE: Dark current measurements to be performed within 20 minutes of entering
standby/sleep mode. Allow 5 minutes for Electical System to enter standby/sleep mode.
NO:
YES:
Measurement:
General / Additional Comments on Conditions:
Continue to the next pages and complete every section that is related to the customer’s concerns. If the customer’s condition is not
listed, choose the one(s) that are closest to it for example if App related follow CarPlay/ Android Auto.
CONCERNS
PAGE
Freeze Related
4
Audio Related
6-8
Clock Related
9-12
GPS/Navigation
13
CarPlay/Android Auto
14-15
Bluetooth
16-20
USB
21
Radio Preset
22
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Freeze Related Concerns
Please answer the following for concerns in which the customer has described experiencing
unresponsiveness when using the system.
Can the freeze be reproduced?
NO:
YES:
1.
2.
If so, please note the steps taken which lead up to the system freeze.
1.                        6.
2.                        7.
3.                        8.
4.                        9.
5.                        10.
Describe the behavior seen during the freeze: is audio present? NO:
YES:
What screen is the system stuck on (e.g. STARLINK Splash screen, Home Screen, Phone Screen, Map, etc.)?
How long was the system running for before the freeze was observed?
3.
Was it frozen immediately at start up? NO:
YES:
After using the system for an extended period of time? NO:
YES:
Approximately how long:
4. Try using the Hard Keys (see image below), Does the system respond when pressing these? NO:
YES:
Try using the Steering Wheel Controls (Volume, source, VR, etc. - see image below). Does the system respond
YES:
5. when pressing any of these? NO:
If the system responds to hard keys and/or steering controls.
Try swapping head units with a known good setup. Is the issue reproducible? NO:
YES:
CAUTION: DO NOT swap DCMs between vehicles. Disconnect/ remove the DCM in each vehicle.
If swapped unit does not reproduce issue.  
Request component exchange.
Radio Hard Keys - 2017 Impreza
(design will vary by model and vehicle line)
Steering wheel controls - 2017 Impreza
(design will vary by vehicle line)
If the swapped unit duplicates the same condition, check for vehicle side concern, concern with connected item
(Phone, USB Device, or other), or other outside influence.
Page 5 of 23
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Audio Related Concerns
Please answer the following for concerns in which the customer has described experiencing issues dealing with
audio output.
													
Is the concern regarding no audio output? If yes, answer the following, but if not, skip this
section and proceed to the next section below.
1.
What source(s) do not have audio output?
CD  AM  FM  SXM  Aux  USB  BT-A
Can the no audio concern be reproduced? NO:
YES:
If so, please note the steps followed to duplicate the condition.
1.
2.
3.
4.
2. 5.
6.
Audio Source Widget
7.
8.
9.
10.
When selecting an audio source, does the audio widget in the
3. top right corner of the screen show the correct source?
(See screenshot to the right) NO:
YES:
Does the system display the volume indicator when the volume
4. knob (or volume steering switch) is adjusted?
(See screenshot to the right) NO:
YES:
Volume Indicator
Does the system show indication when playback is occurring? NO:
YES:
5. For example, if using a media device (CD, iPod, USB, etc), does the playback timer update? NO:
If using tuner (AM, FM, SXM), is there station data displayed and is it updating? NO:
6. Is the vehicle equipped with a Harman/Kardon amplifier? NO:
YES:
YES:
YES:
   If the vehicle is equipped with an HK amplified system  
a.
Confirm connections are proper between head unit and amplifier.
b.
Does disconnecting and reconnecting the amplifier address the concern? NO:
c.
Does disconnecting and reconnecting the head unit address the concern? NO:
YES:
YES:
   If concern does not resolve after these steps  
7.
Perform a swap of each component with a known good amplifier and head unit. Swap the amplifier first then check
if the concern is addressed. If the condition persists, swap the head unit. Was the concern addressed by swapping
one (or both) of the components? NO:
YES:
CAUTION: DO NOT swap DCMs between vehicles. Disconnect/ remove the DCM in each vehicle.
   If component swap addressed concern.  
Request exchange for suspect component.
Page 6 of 23
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Audio Related Concerns
Is the concern regarding audio quality? If yes, answer the questions below. If not, skip this
section and proceed to the next section below.
1.
What source(s) have the audio quality concern? Describe the concern and attach a video (preferred) or pictures if
possible.
   For concerns regarding audio quality on specific source(s):  
a.
b.
2.
For tuner - related issues (AM/FM/SXM/DAB), is the concern on a specific frequency/channel? Please list
the frequencies/channels here:
For media (USB, BTSA, CD, etc), list the devices used, file type (mp3, mp4, cda, aac, etc).
Can the no audio concern be reproduced? NO:
YES:
If so, please note the steps followed to duplicate the condition:
1.                        6.
2.                        7.
3.                        8.
4.                        9.
5.                        10.
Is the concern heard in each audio channel? NO:
YES:
3. Adjust balance and fade to confirm. (See further instruction below).
Balance and fade can be adjusted by going to
Home Screen -> Settings -> Sound -> EQ.
Drag the crosshair to each corner of the vehicle
to check for output from each audio channel.
EQ and Sound Position Screen
   If the concern is only observed while listening to certain audio channel(s):  
a.
Confirm connections from head unit to speakers are not damaged.
b.
If the vehicle comes equipped with an Harman/Kardon amplifier, confirm connections between amplifier and
speakers are not damaged.
c.
If the issue persists, try to reproduce it in a like vehicle. If issue is not reproducible, swap out head unit and/
or amplifier. If the concern is no longer present after swapping components, was the concern addressed by
swapping components? NO:
YES:
CAUTION: DO NOT swap DCMs between vehicles. Disconnect/ remove the DCM in each vehicle.
   If component swap addressed concern.  
Request exchange for suspect component.
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Audio Related Concerns
Is the concern regarding buzzing noise? If yes, answer the questions below. If no, skip this
section.
1.
Is the vehicle equipped with an Harman/Kardon amplifier? NO:
YES:
   If the vehicle is equipped with HK amp and the issue is reproducible:  
a.
b.
c.
Does the buzzing noise occur even when the vehicle is shut off? NO:
YES:
Swap the amplifier with a known good amplifier, is the concern still present? NO:
YES:
If swapping the amp, addresses the issue, order a replacement amplifier.
2.
Can the buzzing noise be reproduced? NO:
YES:
If so, please note the steps followed to duplicate the condition. Capture and attach a video (preferred) or pictures
of the issue if possible.
1.                        6.
2.                        7.
3.                        8.
4.                        9.
5.                        10.
3.
What source(s) can the noise be heard on?    CD  AM  FM  SXM  Aux  USB  BT-A
4.
Compare the same source(s) and, if applicable, use the same devices in a like vehicle. Does the concern transfer
to the like vehicle? NO:
YES:
5.
If the buzzing noise is noticed when using certain media devices (USB, iPod, CD, etc), try a similar device.
Is the concern still reproducible? NO:
YES:
If not, gather details on the suspect device such as model, device software version (if applicable), device content
such as file types, if this is a CD, is it a copied CD? NO:
YES:
Data disc? NO:
YES:
Commercially sold CD? NO:
YES:
																
						
For other audio concerns please fill out the information below.
Clearly describe the concern below:
1.
2.
Can the concern be reproduced? NO:
YES:
If so, please list the steps to reproduce it below. Attach a video (preferred) or pictures if possible showing the
steps and the issue observed.
1.                        6.
2.                        7.
3.                        8.
4.                        9.
5.                        10.
Comments:
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Clock Related Concerns
Please answer the following for concerns in which the customer has described experiencing issues dealing with
the clock.															
												
For issues with clock not updating/incorrect date and time, answer the questions in
following section. If other clock related concern, skip to next section.
1.
Check the clock setting being used.
Clock setting can be found under:
Settings -> Vehicle -> Clock Adjustment.
2.
If Clock Adjustment setting is set to Manual,
the clock must be set using the Multi-Function
Display (MFD). Base MFD is set using the +/buttons. Color (Mid and High) MFD is set using
the steering wheel controls.
3.
If vehicle is equipped with color MFD, press the
INFO button until MFD displays the “Hold SET
button” screen. Hold the Set steering wheel
button to enter the settings menu. Date and time
setting is located in this menu.
If the
“Manual”
setting is
selected
Clock Adjustment Setting
If the “Auto” setting is selected
2.
Is the head unit a high grade or a mid/base grade unit?
For high grade head units:
3.
For mid/base grade units:
Open the Navi System Sensor screen. Press and hold
the Home hard key and press the Tune Knob 6 times,
then release the home button. In the dealer menu select
“Function check” -> “Navi System Sensor”
(See screenshot below).
3.
Page 9 of 23
Mid and base grade units require a phone paired
via Bluetooth for automatic clock setting. Is a
phone paired to the head unit?
NO:
YES:
01/15/18
Clock Related Concerns
Are SMS messages synced and downloaded to
the head unit?
NO:
4.
YES:
The system requires access to phonebook AND
SMS messages to update the correct date and
time. Messages should be available under
Phone > Messages. If the button is gray, then
message access from the phone was most likely
not accepted.
Navi System Sensor
Does the screen show correct date and GMT time?
4.
5.
NO:
YES:
Note the number of satellites acquired, if none, move the
vehicle to an area with access to open sky.
5.
If the messages button is grey, delete the phone
pairing and repair the phone. The next section
describes the access procedure for the most
common types of devices: Apple iPhones and
Android phones. NOTE: This procedure could
vary between device models.
If system does not show correct time while parked in
open sky, investigate GPS antenna. Confirm the GPS
antenna is connected and fully seated into the grey fakra
connector on the head unit. Also, make sure there is no
damage to the cable/antenna.
Android Phones
6.
Once the phone is
paired to the head unit,
the phone will display a
pop-up prompting the
user to accept access to
Phonebook. Select “Allow”.
You may receive follow
up messages for phone
history and messages,
make sure to allow access
to all of them.
iPhone
After pairing, access
must be enabled on the
phone. To do this, go to
Settings -> Bluetooth ->
Select the paired head
unit labeled “Subaru
BT” and make sure both
Sync Contacts and Show
Notifications are enabled.
Navi System Sensor
Page 10 of 23
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Clock Related Concerns
After these items are enabled, disconnect the device
from the head unit then reconnect.
						
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Clock Related Concerns
For other clock issues please fill out the information below.
Clearly describe the issue below:
1.
2.
Can the concern be reproduced? NO:
YES:
If so, please list the steps to duplicate it below. Attach video (preferred) or pictures if possible showing the
steps and the issue observed.
1.                        6.
2.                        7.
3.                        8.
4.                        9.
5.                        10.
Comments:
																
												
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GPS/Navigation Concerns
Please answer the following for concerns in which the customer has described experiencing issues dealing with
the navigation feature.													
		
For issues with GPS accuracy please answer the questions below. If not, skip this section
and move on to the next applicable section.
1.
Can the concern be reproduced? NO:
YES:
If so, please provide steps to duplicate it, and if possible, attach a video (preferred) or pictures showing the steps
and concern.
1.                        6.
2.                        7.
3.                        8.
4.                        9.
5.                        10.
Open the Navi System Sensor screen. Press and
hold the Home hard key and press the Tune Knob 6
times, then release the home button. In the dealer
menu select “Function check” -> “Navi System
Sensor” (see screenshot below).
2.
Is the concern observed in a specific
location? NO:
YES:
If GPS
accuracy is
always poor
regardless of
route.
If the “Auto” setting is selected
3.
Please note the start and end point of the route along
with where along the route the concern is observed.
Include a video (Preferred) or pictures showing the
steps and the issue observed.
3.
4.
Verify the system has aqcuired satellite signal as
indicated by the “# of Receptions” field. Yellow
markers indicate number of satellites acquired. If
possible, capture/attach a picture of this screen as
well.
5.
If no signal is observed, ensure the vehicle is
in clear sky. If the vehicle is still does not have
signal, investigate GPS antenna. Confirm the GPS
antenna is connected and fully seated into the grey
fakra connector on the head unit. Also, confirm
there is no damage to cable/antenna.
6.
If issue persists after checking GPS antenna, try
swapping head units with a known good vehicle. Is
the concern resolved? NO:
YES:
If the “Auto” setting is selected
Request exchange for suspect component.
							
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CarPlay/Android Auto Concerns
Please answer the following for concerns in which the customer has described experiencing issues dealing with
the phone projection feature.													
												
For issues with CarPlay or Android Auto connections, please answer the questions below. If
not, skip this section and move on to the next one.
1.
Can the concern be reproduced? NO:
YES:
If so, please provide steps to duplicate it, and if possible, attach a video (preferred) or pictures showing the steps
and concern.
1.                        6.
2.                        7.
3.                        8.
4.                        9.
5.                        10.
2.
Verify the USB cable used is certified Apple cable (in the case of CarPlay), and is not damaged. Try another cable
if possible.
3.
Ensure Android Auto or CarPlay is enabled without any restrictions on the phone.
For CarPlay
For Android Auto
Ensure Restrictions for CarPlay is disabled under Settings
-> General -> Restrictions. If the slider is green as
shown below then CarPlay is NOT restricted (CarPlay
is operational). If the slider is to the left then CarPlay is
restricted. If CarPlay is restricted either move the slider to
the right or press “Disable Restrictions”
Ensure Android Auto is set to accept new car connections.
Open Android Auto -> Open the menu on the top left ->
Settings -> Connected Cars -> Enable “Add new cars to
Android Auto” as shown below.
Page 14 of 23
01/15/18
CarPlay/Android Auto Concerns
4.
Verify the phone OS version is up to date and the app (CarPlay or Android Auto) is up to date. Please note the
version number of the device and the app.
Device Make         Device Model         Device Software Version
Cell Provider (if applicable)         App Name         App Version
5.
Try the device with a known good vehicle. If the application launches successfully, swap USB hubs and hub
cables. If the issue still persists, try swapping the head unit. Was the concern addressed by addressing one or
more of these components? NO:
YES:
If so, request exchange of suspect component.
   If the issue still occurs.  
6.
Try a similar device, does the issue still occur? NO:
Verify the user’s device is a compatible device.
YES:
Device Make         Device Model         Device Software Version
Cell Provider (if applicable)
For other concerns with CarPlay or Android Auto, please answer the questions below.
Clearly describe the issue below.
1.
2.
Can the concern be reproduced? NO:
YES:
If so, please list the steps to duplicate it below. Include a video (preferred) or pictures showing the steps and the
issue observed.
1.                        6.
2.                        7.
3.                        8.
4.                        9.
5.                        10.
3.
Note the device model, version, and app version information below.
Device Make         Device Model         Device Software Version
Cell Provider (if applicable)          App Name         App Version
Comments:
Page 15 of 23
01/15/18
Bluetooth Concerns
Please answer the following for concerns in which the customer has described experiencing issues dealing with
Bluetooth connections, functionality (calls, phonebook, SMS, etc.).								
												
For issues with Bluetooth connections, please answer the questions below. If not, skip this
section and move on to the next one.
Can the concern be reproduced? NO:
YES:
If so, please provide steps to reproduce it and if possible,
a video (preferred) or pictures showing the steps and
concern.
1.
2.
3.
1
4.
5.
6.
7.
8.
Paired Device List
9.
10.                      
2.
a) Is the connection made at start up? NO:
YES:
b) Is the connection dropped at some other point of
operation? NO:
YES:
If No, Other (List):
What is the phone model and OS version?
3.
Is the device listed in the compatible phones list on
Subaru.com > For Owners > Bluetooth Compatibility?
Connect Device
4.
Is the device still paired to the head unit? NO:
YES:
Confirm the device is in the paired device list located under Settings -> Phone.
5.
Is the head unit still listed as a paired device on the phone? NO:
6.
Can the phone be manually reconnected through the phone settings menu? NO:
Settings -> Phone -> Select the paired phone and select Connect.
7.
If possible, try with a similar model phone. Is the concern reproducible? NO:
Phone Make               Phone Model
YES:
YES:
YES:
Cell Provider               iOS/ OS Version
Page 16 of 23
01/15/18
Bluetooth Concerns
For issues with Bluetooth, Phonebook, or SMS sync please answer the questions below. If
not, skip this section and move on to the next one.
1.
Can the concern be reproduced? NO:
YES:
If so, please provide steps to reproduce, and if possible, a video (preferred) or pictures showing the steps and
concern. Please note the model and OS version of phone.
1.                        6.
2.                        7.
3.                        8.
4.                        9.
5.                        10.
Pair the phone if not already done.
Was the phonebook/SMS access request
granted when phone was paired to head unit?
NO:
YES:
2.
Once the pairing procedure is performed and
the device is connected, the phone may prompt
the user to accept access for Phonebook. Head
unit display will prompt to initiate Phonebook
download. ACCEPT this pop up.
NOTE: Phone behavior may differ between
models and OS versions.
   If the device is already paired and connected:  
Confirm the Phonebook Download option is enabled. To do this, go to Settings -> Phone, select the paired phone
and enable Phonebook Download as shown below.
   Device may still require the following steps after enabling Phonebook Download on head unit.  
Page 17 of 23
01/15/18
Bluetooth Concerns
Android Phones
Apple iPhone
Android phones will prompt user on phone for
phonebook access, as shown below.
iPhones will download phonebook after pressing download on
the head unit if the Sync Contacts option is enabled.
NOTE: Some versions of iOS will prompt the user for
phonebook access as shown below.
In the case of Android phones, a second pop up will
appear requesting access to SMS messages.
For iPhones, after pairing, access must be enabled on the
phone for SMS. To do this, go to Settings -> Bluetooth ->
Select the paired head unit labeled “Subaru BT” and make
sure both Sync Contacts and Show Notifications are enabled.
Page 18 of 23
01/15/18
Bluetooth Concerns
Once enabled, the iPhone must be disconnected then reconnected for the changes to apply for SMS download ONLY.
3.
Regarding phone favorites: The head unit’s favorite contacts list is not the same as the favorites listed internally on
the phone. iPhone indicates transferring favorites, but this is not supported at this time. Head unit contact favorites
can be set by selecting the contact on the head unit and selecting the star icon next to the number you want
stored as a favorite.
858-651-5050
		
Page 19 of 23
01/15/18
Bluetooth Concerns
For issues with Bluetooth phone call handling, please answer the questions below. If not,
skip this section and move on to the next one.
1.
Can the concern be reproduced? NO:
YES:
If so, please provide steps to reproduce it and if possible, a video (preferred) or pictures showing the steps and
concern. Please note the model, OS version, and service carrier of phone.
1.                        6.
2.                        7.
3.                        8.
4.                        9.
5.                        10.
2.
For concerns regarding holding calls and swapping calls: NOTE: CDMA networks do not support this
functionality. Some phones may have the ability to perform these actions internally but in general, CDMA carriers
(such as Sprint or Verizon) do not support these features.
										
For other concerns with Bluetooth, please answer the questions below.
Clearly describe the issue below.
1.
2.
Can the concern be reproduced? NO:
YES:
If so, please list the steps to reproduce it below. Attach a video (preferred) or pictures if possible showing the
steps and the issue observed.
1.                        6.
2.                        7.
3.                        8.
4.                        9.
5.                        10.
What is the phone model and OS version?
Phone Make               Phone Model
3.
Cell Provider               iOS/ OS Version
Is the device listed in the compatible phones list on Subaru.com > For Owners > Bluetooth Compatibility?
NO:
YES:
Comments:
Page 20 of 23
01/15/18
USB Concerns
Please answer the following for concerns in which the customer has described experiencing issues dealing with
USB functionality.
For issues with USB detection, please answer the questions below. If not, skip this section
and move on to the next one.
Can the concern be reproduced? NO:
YES:
If so please provide steps to reproduce it and if
possible, a video (preferred) or pictures showing the
steps and concern.
1.
2.
3.
1.
4.
5.
6.
Media screen with USB source available
7.
8.
9.
10.  
2.
Is the USB recognized in the Media screen as shown?
NO:
YES:
3.
Is the USB recognized in the connection check screen
as shown?
NO:
YES:
(Hold Home hard key and press the Tune Knob 6
times, then release the Home hard key).
Connection Check screen
4.
Confirm the USB hub connections are proper and confirm there is no damage to the USB cable or power
harness (where applicable).
5.
Does the USB device work in a like vehicle? NO:
YES:
Do other USB devices work in the suspect vehicle? NO:
YES:
For other issues with USB, please answer the questions below.
1.
Can the concern be reproduced? NO:
YES:
If so please provide steps to reproduce it and if possible, a video (preferred) or pictures showing the steps and
concern.
1.                        6.
2.                        7.
3.                        8.
4.                        9.
5.                        10.
Does the USB device work in a like vehicle? NO:
2.
YES:
If YES list: Vehicle Model Year         Make         Model
Do other USB devices work in the suspect vehicle? NO:
3.
YES:
Please provide detailed information regarding the USB device (Brand, device type, file system, types of files on
device, etc.).
Page 21 of 23
01/15/18
Radio Preset Concerns
Please answer the following for concerns in which the customer has described experiencing issues dealing with
Radio presets.															
						
For issues with Radio Presets missing/deleted, please answer the questions below. If not,
skip this section and move on to the next one.
1.
Can the concern be reproduced? NO:
YES:
If so please provide steps to reproduce it and if possible, a video (preferred) or pictures showing the steps and
concern.
1.                        6.
2.                        7.
3.                        8.
4.                        9.
5.                        10.
2.
Are all the presets missing? NO:
YES:
Is it only on a specific source?   AM  FM  SXM  OTHER
Is it only a specific preset page?
3.
Do the missing presets now say “initializing”, “hold”, blank, or something else?
4.
Do all the presets return after performing an ignition cycle? NO:
YES:
(Note ignition cycle process is ignition off > door open / door close > wait 2 minutes > ignition on).
For other issues with Radio Presets concerns please answer the questions below.
Clearly describe the issue below.
1.
2.
Can the concern be reproduced? NO:
YES:
If so, please list the steps to reproduce it below. Attach a video (preferred or pictures if possible showing the steps
and the issue observed.
1.                        6.
2.                        7.
3.                        8.
4.                        9.
5.                        10.
Comments:
Page 22 of 23
01/15/18
WARRANTY / CLAIM INFORMATION:
For vehicles within the Basic New Car Limited Warranty period or covered by an active Subaru Added Security
Gold plan, this repair may be submitted using the following claim information:
Labor Description
Labor
Operation #
COMPLETION OF HARMAN G3 QUESTIONNAIRE ONLY,
NO REPAIRS REQUIRED OR MADE (Admin. Expenses)
A101-113
Labor Time**
Legacy /
Outback
Impreza /
Crosstrek
Fail Code
0.3
ZSR-98
OR
AUDIO UNIT R&R (w/ Navigation)
B031-103
COMPLETION OF HARMAN G3 QUESTIONNAIRE
C101-228
0.3
0.5
0.3
ZRO-43 (HIGH)
OR
AUDIO UNIT R&R (w/out Navigation)
Use with Base and / or Plus-level Audio Units
B031-101
COMPLETION OF HARMAN G3 QUESTIONNAIRE
C101-228
0.3
0.5
0.3
ZRM-43 (BASE)
or
ZRN-43 (MID)
**See the Subaru Labor Time Guide for any additional applicable claim coding options.
IMPORTANT: E-mail/fax completed forms to [email protected] (this is not an interactive mailbox) or fax this form to e-mail/fax
(856) 254-1305 when completed. This fax is for quality assurance purposes only. You will NOT receive any response from this fax.
If you need assistance, please contact the SOA Techline. Techline MUST be contacted and a case opened BEFORE emailing or
faxing in this form and/or any related documents. Include the case number on all documents then email or fax them to Techline at
(856)-254-1423. Always attach a copy to the customer’s service file or the repair order hard copy for your records.
Page 23 of 23
01/15/18