15-195-16

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
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SERVICE INFORMATION
APPLICABILITY:	All Models with STARLINK Telematics System
SUBJECT:	Servicing and Claim Submission Requirements for
STARLINK Diagnosis and Repair Involving the Data
Communication Module (DCM)
NUMBER: 15-195-16
DATE: 04/28/16
INTRODUCTION
This Service Information bulletin provides IMPORTANT information regarding diagnosis and
replacement (when applicable) of the STARLINK Telematics Data Communication Module (DCM)
along with a new claim submission requirement.
The key takeaway items from this bulletin are:
1. DCMs must NEVER be swapped as part of any diagnosis. This includes audio/ navigation
stack swaps.
2. If the vehicle has an “active” STARLINK Telematics subscription, as confirmed by Subarunet
inquiry, STARLINK functions MUST be confirmed as operational prior to returning the vehicle
to the customer. Successful connection MUST be made using BOTH the “i” and “SOS”
buttons.
3. Alternate transportation (ATP) coverage applies in the event of any delayed activation
(provisioning). Techline contact may be required in some rare cases.
4. Effective Immediately and continuing until April 30, 2017 as part of a special quality
assurance activity, SOA is requesting the DCM Backup Battery (BUB) be replaced anytime a
DCM is replaced. NOTE: A new replacement DCM does not come with a BUB installed. The
BUB must be ordered separately. All DCMs are on automatic collection. There is also a related
data collection requirement for anytime a DCM is replaced as outlined further on in this bulletin.
5. Claims for DCM replacement MUST include the NEW DCM’s Serial Number in the Misc. Detail
Field of the claim submission. In addition, the IMEI number should always be documented on
the Repair Order.
SERVICE PROCEDURE / INFORMATION:
1) EFFECTIVE IMMEDIATELY, all retailers must discontinue the practice of swapping
STARLINK Telematics DCMs between vehicles regardless if the swap is for diagnosis only
or a repair.
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: 15-195-16; Date 04/28/16
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.
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NOTE: This requirement also potentially affects swapping of Audio or Audio/Navigation systems
between vehicles as the DCM is part of the audio unit stack (mounted on the same brackets).
If an Audio or Audio/Navigation system must be swapped between vehicles for diagnosis, BOTH
DCMs MUST be kept with their original vehicles. AT NO TIME is the DCM to be powered up
in a vehicle other than the one it was placed in during manufacturing. This (swapping) may cause
a situation where the DCM becomes lost to the STARLINK network which may result in a loss of
Telematics services for that vehicle.
The following procedure only applies to vehicles that may have been part of a DCM swap prior to
this announcement. Again, DCM swaps should never be attempted following this announcement.
If you are aware of any DCM(s) which may have been swapped previously for DCM diagnosis,
DCM repair, or inadvertently through swap of applicable Audio or Audio/ Navigation systems, please
contact the SOA Technical Helpline with the VINs and DCM Serial Numbers (found on the DCM
itself) for both vehicles involved so STARLINK Network access may be restored where possible.
IMPORTANT: The following process ONLY applies to DCM swaps performed PRIOR to the
release of this bulletin.
After the release date of this bulletin, retailers will be responsible to replace any affected DCM which
is failed due to a swap, as verified by STARLINK (Sirius XM) at their own expense.
Please confirm the vehicle(s) has an active STARLINK Telematics subscription BEFORE calling the
SOA Technical Helpline by:
•
Performing a vehicle inquiry through Subarunet to confirm if the vehicle shows an active
subscription or not. The following steps only apply if the vehicle shows an active subscription.
•
If the GREEN LED is illuminated:
o Press the RED “SOS” button and note the results. If an operator connects, inform
them this is a test before disconnecting.
o Press the BLUE “i” button and note the results. If an operator connects, inform them
this is a test before disconnecting.
o If the GREEN LED is illuminated and operators are reached using BOTH buttons, no
further action is needed. Otherwise, continue.
•
Connect the SDS Notebook and DSTi. Using the SSM4, check and note any DTC and the
corresponding FFD (Once you view these items, they will auto save the related data).
•
Collect at least 10 seconds of normal sampling
data from the DCM.
Remove the DCM and note:
o the DCM Serial Number and
o the IMEI Number on the part label.
•
•
Once the Techline has been contacted and a
Case Number provided, e-mail all the above
collected information and data to:
[email protected] entering “DCM SWAP” in
the message subject line.
Continued...
Bulletin Number: 15-195-16; Date 04/28/16
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•
Re-install the DCM, park the vehicle in an area of good cellular reception then contact
SOA Technical Helpline by phone.
2) IMPORTANT: After replacing a DCM, the new module must be com checked. Follow
instructions in the applicable Service Manual for performing the com check. If the STARLINK services are actively subscribed, the DCM must be activated (a.k.a. “provisioned”) by the STARLINK
network. In the vast majority of cases, this procedure will complete within a few minutes to half an
hour if placed in area with good cellular signal following successful com check. In rare cases, it may
take up to 25 hours. ATP rental coverage is applicable in these rare cases. If for any reason the DCM
has not completed provisioning after 25 hours, immediately contact the Subaru Technical Helpline for
assistance. Before calling the Subaru Technical Helpline, please send an email to: [email protected]
and include the following information:
o
o
o
o
The new DCM Serial Number
The new DCM IMEI Number
At least 10 seconds of DCM data from the new DCM after it was successfully com
checked.
In the e-mail subject line write “Delayed Provisioning”.
CRITICAL: The car must NOT be released back to the customer as “repaired” until it has completed provisioning AND STARLINK function has been confirmed by contacting an operator using
BOTH the “i” and “SOS” buttons.
To confirm provisioning is complete:
• After switching the ignition ON, a GREEN status indicator LED located between the “SOS”
and “i” buttons will be on solid.
•
•
The new active STARLINK Telematics subscription is verified on Subarunet.
The function of BOTH the “i” (Enhanced Roadside Assistance) and “SOS” (STARLINK
Emergency) buttons have been confirmed as being fully operational indicating the unit is able
to communicate with BOTH STARLINK support operators.
3) Effective Immediately and continuing until April 30, 2017 as part of a special quality assurance
activity, SOA is requesting the DCM Backup Battery (BUB) be replaced anytime a DCM is replaced.
NOTE: A new replacement DCM does not come with a BUB installed. The BUB must be ordered
separately. All DCMs are on automatic collection.
4) IMPORTANT: The following data must be collected with any DCM replacement (these are all
normally part of the Telematics System Basic Diagnostic Procedure).
i. A completed Check List for Interview from the appropriate Service Manual
ii. The Current DTCs, the past/memorized DTCs in all related units (with freeze frame
data), saved electronically
Continued...
Bulletin Number: 15-195-16; Date 04/28/16
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iii. The Current streaming data of DCM for at least 10 seconds, if possible, collect the data
while the complaint is occurring
iv. A description of the troubleshooting steps taken by the retailer technician and results
found
v. The DCM’s Serial Number and IMEI number must be noted on the repair order prior to
installation.
Claim Submission Information:
IMPORTANT: Effective Immediately, all claims for a DCM replacement MUST include the 10
digit DCM Serial Number of the installed (new) DCM. This number is found on the DCM label (see
photo above) and MUST be entered in the Misc. Detail Field for claim submission. The IMEI number
should be noted on the repair order, but is not required for claim submission.
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: 15-195-16; Date 04/28/16
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