15-220-18R

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SERVICE MANAGER
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SERVICE BULLETIN
APPLICABILITY:
		
		
		
		
		
2017-2019MY Impreza
2018-19MY Crosstrek
2018-19MY Legacy and Outback
2019MY WRX and WRX STI
2019MY Ascent
2018-19MY BRZ
NUMBER: 15-220-18R
SUBJECT:
		
Harman Audio / Infotainment: Troubleshooting
Apple CarPlay and Android Auto Connectivity Concerns
DATE: 03/08/18
REVISED: 10/30/18
INTRODUCTION:
This 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.
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: 15-220-18R; Revised 10/30/18
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 of 7
6) Confirm the CarPlay or Android Auto feature is enabled on the device without any
Restrictions by following the steps below:
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. Please review the supplemental information beginning
on pg. 3 to confirm the phone has been set up properly.
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: 15-220-18R; Revised 10/30/18
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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.
NOTE: The following supplemental information provides additional How-To information for
CarPlay and Android Auto Setup.
How to Set Up Apple CarPlay:
1. Connect the iOS/Apple iPhone to the vehicle’s USB port. ALWAYS use a quality OEM
cable.
2. Select “Allow” when prompted.
Continued...
Bulletin Number: 15-220-18R; Revised 10/30/18
Page 3 of 7
3. Select Apple CarPlay on the vehicle infotainment screen.
4. The home page of the user’s phone will be displayed in Apple CarPlay.
Best practices and fixes for Apple CarPlay:
1. Always use a high-quality OEM USB cable to connect the phone.
2. Ensure the iOS/Apple phone software is fully up to date.
3. Ensure all other apps that work on Apple CarPlay are also up to date (e.g. Pandora, Apple
Maps, Spotify). Apple CarPlay may not function correctly if one of these apps is outdated or
having an issue. Apps can be updated by using the “App Store” app.
4. Visit the Apple CarPlay website for the latest info, FAQs and device compatibility at:
https://www.apple.com/ios/carplay/
5. If CarPlay does not launch:
a) Confirm CarPlay is enabled. Go to: Settings > Screen
Time > Content and Privacy Restrictions.
b) If “Content and Privacy Restrictions” are enabled,
the slider will be green. This means apps like CarPlay
might be disabled. If so…
c) Select “Allowed Apps”.
d) Ensure CarPlay is enabled (slider is green).
6. For other CarPlay issues, go to “Settings” and select
“General”.
7. Select CarPlay.
8. From here, you can manage all the vehicles associated
with the iOS/Apple device.
9. “Allow CarPlay While Locked” can be selected if you missed Step 2 when setting up Apple
CarPlay.
10. “Forget This Car” can be selected to remove a vehicle and start over from scratch if
necessary.
Continued...
Bulletin Number: 15-220-18R; Revised 10/30/18
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How to Setup Android Auto:
1. Connect the Android phone to the vehicle’s USB port. ALWAYS use a quality OEM cable.
2. For the first time, the message shown below will appear.
3. Select “ACCEPT”
4. Select ACCEPT to all other prompts which may follow.
5. Android Auto may also need to download before it will operate. Allow it to do so.
6. From the infotainment screen, Android Auto should automatically launch for the first time. If
it does not, select the Android Auto icon on the vehicle infotainment screen.
7. Select “SHOW ME HOW” for a quick guide on using Android Auto or “SKIP” to start using
the app right away.
Continued...
Bulletin Number: 15-220-18R; Revised 10/30/18
Page 5 of 7
8. The next screen will be the home page of Android Auto for the user’s phone.
Best practices for Android Auto:
1. Always use a high-quality OEM USB cable to connect the phone.
2. Ensure the iOS/Apple phone software is fully up to date.
3. Ensure the Android Auto App is up to date from the Play Store.
4. Ensure all other apps that work on Android Auto are up to date. (e.g. Google Maps, Waze,
Spotify). Android Auto may not function correctly if one of these apps is outdated or having
an issue. Apps can be updated by using the “Play Store” app.
5. If Android Auto will not launch, open the Android Auto app on the phone, select the top
left menu button>>Settings>>Connected Cars>>Select the top right menu icon and choose
“Forget all cars”.
6. If issues persist, uninstall the Android Auto app from the phone and re-install it from the Play
Store.
7. Visit the Android Auto website for the latest info, FAQs and device compatibility.
https://www.android.com/auto/
Continued...
Bulletin Number: 15-220-18R; Revised 10/30/18
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WARRANTY / CLAIM INFORMATION:
For vehicles within the Basic New Car Limited Warranty period or covered by an active Subaru
Added Security Classic or Gold plan, this repair may be submitted using the following claim
information:
Labor Description
Labor Operation #
HARMAN APPLE CARPLAY &
ANDROID AUTO TROUBLESHOOTING
A031-161
Labor Time
1.0
Fail Code
H/U Type
ZRM-43
Base
ZRN-43
Plus / Mid
ZRO-43
High (w/ Navi)
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: 15-220-18R; Revised 10/30/18
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