15-219-18R

ATTENTION:
CLAIMS PERSONNEL q
IMPORTANT - All
Service Personnel
Should Read and
Initial in the boxes
provided, right.
SERVICE MANAGER
© 2018 Subaru of America, Inc. All rights reserved.
GENERAL MANAGER q
PARTS MANAGER
q
q
SERVICE BULLETIN
APPLICABILITY:
All 2019 MY Vehicles with Gen 2 Telematics
SUBJECT:
		
Error Code 202 and / or 204 Generated During 		
Gen 2 Telematics Subscription Process
NUMBER: 15-219-18R
DATE: 06/21/18
REVISED: 10/31/18
INTRODUCTION:
When attempting to complete the STARLINK Telematics subscription process, an Error Code 202
and / or 204 may occur preventing the process from completing successfully. These codes both relate
to the multi-stage CommCheck process which introduces the Data Communications Module (DCM)
to the AT&T cellular network the Telematics system operates on. The Telematics Service Provider
(TSP) cannot communicate with the vehicle (DCM) until the CommCheck completes successfully.
SERVICE PROCEDURE / INFORMATION:
All DCMs have the CommCheck process completed during Pre-Delivery Inspection (PDI) at either
the factory end-of-line or the ports. CommCheck is then confirmed at the Retailer during their PDI.
The following factors should be considered as potential causes of the current condition (error codes).
One of the possible causes listed below (e.g. DCM was swapped) will require review of the vehicle
history since receipt at the allocated Retailer.
•
CommCheck was not completed successfully.
•
DCM has lost power and / or ground connection.
•
DCM is unable to establish network connection to complete CommCheck.
•
DCM was swapped between this vehicle and some other(s). DCM is now disabled.
•
Local conditions preventing network communications (no clear cellular signal available).
•
Network conditions preventing communication (DCM sim not recognized or otherwise
prevented from making network connection).
•
Failure of data flow between DCM Vendor, AT&T, SOA, TSP, or some combination thereof.
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: 15-219-18R; Revised 10/31/18
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INSPECTION PROCEDURE:
Error Code 202: User sees (actual error message contents): “Successful CommCheck notification
for this vehicle has not been received.  Please have your Service Department confirm CommCheck
has been completed. Reference bulletin 15-219-18R (Error Code: 202)”.
•
The Technician / Service Department should interpret this as: Potential CommCheck failure
(Never initiated or Failed Early in Process).
Error Code 204: User sees: “Basic Provisioning Set Up process failed for this VIN.  Please inform
your Service Department and reference bulletin 15-219-18R (Error Code: 204)”.
•
The Technician / Service Department should interpret this as: Potential CommCheck failure
(Late Process Failure).
Step 1. Turn the ignition ON- (Key ON/ Engine OFF) and turn the headlamps OFF. Note which
of the STARLINK Telematics lamp(s) are ON (illuminated) or OFF (not illuminated). There are
two lamps, one GREEN and one RED in between the SOS and “i” buttons.
Note the lamp status here.
LAMP COLOR
ON
OFF
RED
GREEN
Step 2. Lamp Status:
a. If BOTH lamps are OFF, press the SOS or “i” button briefly. Do you hear the prerecorded message “Not currently subscribed to STARLINK please visit mySubaru.com to
upgrade your service”?
i.
If YES, note that the DCM has been Com Checked and proceed to Step 4.
ii.
If NO, Check and diagnose any applicable DTC(s). If communication is not
possible, follow applicable Service Manual procedures then proceed back to
Step 1. Cause may be a possible power / ground / DCM / button and / or wiring
failure.
b. If BOTH lamps are ON, possible communications failure. Check DTC(s) and follow
applicable Service Manual procedures. Proceed back to Step 1.
c. If the RED lamp (only) is ON, note possible internal DCM failure. Check DTC(s) and
follow applicable Service Manual procedures. Proceed back to Step 1.
d. If the GREEN lamp (only) is ON, press the BLUE i-Call button. Do you hear the prerecorded message, “Not currently subscribed to STARLINK please visit mySubaru.com
to upgrade your service” or does a STARLINK operator answer?
i.
If pre-recorded message is played, the DCM is Com Checked but not provisioned.
Jump ahead to Step 3.
ii.
If a STARLINK operator answers, inform them this is a test and end the call. Wait
1 minute. Press the “SOS” button and confirm if a Emergency Support operator
answers.
Continued...
Bulletin Number: 15-219-18R; Revised 10/31/18
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1.
If an Emergency Support operator answers, inform them this is a test and
end the call. The vehicle is successfully provisioned and no further action is
needed. Inspection procedure is complete. Skip ahead to Step 4.
2.
If an Emergency Support operator does not answer, Proceed to Step 3.
iii. If pre-recorded message is NOT heard AND operator does not answer, perform
CommCheck proceed back to Step 1.
Step 3. Collect 10 seconds of DCM data using SSM4.
a. Confirm the VIN in DCM data matches the vehicle VIN.
b. Note the subscription status as shown by the SSM4 data (e.g. Com Check / Subscribed /
Unsubscribed). If other than these, list it here _________________.
c. Note the MSISDN if populated.
d. Contact SOA Technical Helpline for assistance. Have all the above material and data
available for review. When Techline is contacted, the Technician should be prepared to
e-mail the SSM4 Project file if requested.
Step 4. If all vehicle-side checks are successful, Retailer personnel responsible for the
subscription / enrollment process should attempt the enrollment process again. If same Error
Code(s) continue to set, proceed to Step 5. If enrollment is successful- DONE.
Step 5. If vehicle side checks have found the DCM to have been successfully CommChecked
but the enrollment will still not complete and same error code(s) is generated, contact
1-800-SOA-STAR for further assistance as there may be a possible data flow concern.
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 #
Labor Time
Fail Code
2019MY ASCENT TELEMATICS COM CHECK
A067-903
0.4
ZRT-85
TELEMATICS DATA COMMUNICATION MODULE R&R
B067-901
0.5
TELEMATICS SYSTEM TESTING & DIAGNOSIS
C067-900
0.4
ZQQ-43
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: 15-219-18R; Revised 10/31/18
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