15-220-18

ATTENTION:
CLAIMS PERSONNEL q
IMPORTANT - All
Service Personnel
Should Read and
Initial in the boxes
provided, right.
SERVICE MANAGER
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GENERAL MANAGER q
PARTS MANAGER
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q
SERVICE INFORMATION BULLETIN
APPLICABILITY:
All Models with Harman Audio / Infotainment
SUBJECT:
		
Troubleshooting Apple CarPlay and Android
Auto Connectivity Concerns
NUMBER: 15-220-18
DATE: 03/08/18
INTRODUCTION:
This Service Information bulletin provides troubleshooting steps to use when diagnosing concerns
of the Apple CarPlay and / or Android Auto feature not connecting or launching properly when a
compatible device is connected to the head unit.
SERVICE PROCEDURE / INFORMATION:
1) Confirm the condition as reported by the customer. Information located in the Harman
Investigation Guide-Questionnaire may be required to understand fully how to duplicate the
condition. The customer’s phone will most likely also be required unless a similar phone is
available for testing.
2) Verify the device being used is compatible with the head unit by checking the listings on
Subaru.com under Bluetooth Compatibility using the following link:
https://www.subaru.com/owners/index.html
3) Verify the cable being used to connect the device is a OEM (e.g. Apple, Samsung, Motorola,
etc.) -supplied or a certified OEM / Manufacturer-compliant product.
4) Verify the software version of the head unit and if it is not the most current, update it using
the most recent version available. See TSB 15-211-17R for the complete Service Procedure
to update the head unit software if needed.
5) Confirm the device’s operating system; CarPlay (iOS) or Android Auto (OS) versions are up
to date.
6) Confirm the CarPlay or Android Auto feature is enabled on the device without any
Restrictions by following the steps below:
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: 15-220-18; Date 03/08/18
Subaru of America, Inc. is
ISO 14001 Compliant
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excellence in Environmental Management
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For Apple CarPlay:
•
Confirm Restrictions have been disabled by
going to: Settings > General > Restrictions.
If the slider is green as shown in the
illustration below, CarPlay is NOT restricted
(CarPlay is operational).
•
If the slider is to the left (slider is gray),
CarPlay is restricted. Either move the
slider to the right (green) or press Enable
Restrictions (you may be required to
create / use a password to use the Enable
Restrictions function).
For Android Auto:
Confirm the Android Auto feature on the
device 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” by
moving the slider to the right as shown in
the image to the left.
7) If the N/G condition persists after performing the instructions supplied in steps 1-6 above, try
using another known-good certified OEM / Manufacturer-compliant connecting cable in the
customer’s vehicle to rule out a faulty connecting cable. If the N/G condition persists, the
connecting cable is likely to be OK.
8) Try the device and (confirmed OK) connecting cable in a known good vehicle.
9) If CarPlay / Android Auto launches and operation is OK, swap the USB hub / cable from the
known good vehicle into the customer vehicle and check for proper operation. If OK, replace
the USB hub / cable.
Continued...
Bulletin Number: 15-220-18; Date 03/08/18
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10) If the N/G persists, swap the head unit with a known good one and if a faulty head unit is
identified, replace it using the Harman exchange unit program.
IMPORTANT CAUTION: Always disconnect the Telematics Data Communication Module
(DCM) BEFORE any swapping of head units. DCMs must NEVER be swapped or the customer’s
services will not function and DCM replacement may be required to resolve.
11) If the above steps do not resolve the customer’s concern with CarPlay/ Android Auto
function, complete a fresh Harman Investigation Guide- Questionnaire documenting the
customer’s concern and the results of each diagnostic step in this bulletin. If possible,
capture a video of the condition then contact the SOA Techline to review for next steps.
Techline will request you send the completed questionnaire, step by step bulletin results and
any videos of the condition.
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: 15-220-18; Date 03/08/18
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