15-196-16M

To:
All Retailers
From:
Product Management, Sales and Service
Date:
April 15, 2016
Subject: SUBARU STARLINK Customer Communication – Delayed Account Activations
(Incomplete Provisioning)
On Friday, April 15, 2016, a letter will be sent out to a select group of customers regarding their
current SUBARU STARLINK subscription. The letter will inform the customer that their services may
not be active.
In an effort to provide a resolution for these customers, SOA is recommending they bring their vehicle
to a Retailer for inspection and repair.
Attached to this announcement, find the following:



A copy of the customer letter
A copy of the Service Repair Procedure (number 15-196-16) specifically for use with these
vehicles
Recommended practices related to this customer communication are as follows:
o It is recommended that you, the Retailer, reach out to the customer to make a service
appointment.
o When the appointment is made, it is recommended that you order a DCM and Backup
Battery to expedite possible repair should DCM replacement become required. NOTE: Due
to fluctuating parts supply for the Backup Battery, do not delay these inspections/ repairs.
The existing Backup Battery in the vehicle DCM may be removed and installed in the new
DCM as an alternative.
o Do not return the vehicle to the customer until you receive confirmation that all in-vehicle
functions are confirmed successful (Process can take up to 72 hours). Normal SSLP
coverage applies automatically for provisioning repair related concerns for up to 3 days
without the need for any additional authorization. This may be extended up to 5 days
without any additional authorization should part ordering be required during the repair
process.
The full list of vins have been provided to your Subaru District Team. Please reach out to your Subaru
District Representative for additional information, if they haven’t already reached out to you.
This process will be handled manually, until we are able to implement an automated process to
address future concerns.
We appreciate your assistance with this request.
Thank you,
SOA Product Management
Dear Subaru Owner,
Congratulations on the purchase of your new [Model Year] [Model] [Vin #]. One of the benefits
of owning your Subaru is the advantages that are offered through STARLINK Connected Services. We
are contacting you because our system indicates that your STARLINK Connected Services may not be
active in your vehicle.
We request that you follow the steps below to confirm that your services are active.
Step 1:
Ensure that your vehicle is safely parked in an area with good cell phone reception
Step 2:
Start your vehicle
Step 3:
From inside of the vehicle, locate the two buttons on the overhead console, pictured
below:
Step 4:
Please test both buttons individually to ensure active services. If your services are active,
you will be connected to a live STARLINK Customer Agent for both services. Please
inform each agent that you are conducting a test of your services.
•
If are able to speak with a Customer Agent for both services, no additional action is required.
•
Please contact your Subaru Retailer (Dealer) as soon as possible to make an appointment if any
of the following occurs:
• No messages play when either button is pushed
• You hear a message stating you are not currently subscribed
• You are not able to connect to a customer agent for either/both services
We apologize for any inconvenience that you may experience.
Thank you for your assistance with this request.
Subaru of America, Inc.
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 Legacy, Outback, Impreza, Crosstrek
		 and Forester equipped with Starlink
		Telematics
SUBJECT: Data Communication Module (DCM)
		 Procedures for Provisioning Failure,
		 Inspection / Repair
NUMBER:
DATE:
15-196-16
04/15/16
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.
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).
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: 15-196-16; Date: 04/15/16
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.
Page 1
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
3.Provisioning
Procedure
Check
Turn the ignition ON- (Key
ON/ Engine OFF). Turn the
headlamps OFF for easier
visibility of the LED lamp
status.
Yes
Note the lamp status here.
No
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
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
Continued...
Bulletin Number: 15-196-16; Date: 04/15/16
Page 2
Step
Check
Yes
No
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
Go to Step 6
Go to Step 5
Contact Subaru TechLine
and ask for a Telematics
specialist.
(866)Subaru2 Option #3
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
Note the subscription
status
•
Blank
•
Comm. Check
•
Subscribed
•
Unsubscribed
•
Others list it here
After collecting
and viewing data,
proceed to Step 7
Note the MSISDN (if
populated)
If using SDI refer to
important note 3 above.
Continued...
Bulletin Number: 15-196-16; Date: 04/15/16
Page 3
Step
Check
Yes
No
Are there any DTCs?
Save all DTCs and FFD.
Perform troubleshooting per
applicable service manual and
note step by step troubleshooting
results.
Contact Subaru TechLine and
ask for a Telematics specialist.
(866)Subaru2 Option #3
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
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 #
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
Bulletin Number: 15-196-16; Date: 04/15/16
Failure Code
ZRC-43
Labor Time
1.6
1.8
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