15-211-17R

ATTENTION:
CLAIMS PERSONNEL q
IMPORTANT - All
Service Personnel
Should Read and
Initial in the boxes
provided, right.
SERVICE MANAGER
© 2017 Subaru of America, Inc. All rights reserved.
GENERAL MANAGER q
PARTS MANAGER
q
q
SERVICE BULLETIN
APPLICABILITY: 2017-18MY Impreza						
NUMBER: 15-211-17R
2018MY Crosstrek 						 DATE: 06/13/17
2018MY Legacy and Outback
REVISED: 12/05/18
2018MY BRZ
SUBJECT:
Reprogramming File Availability for Additional
Optimization of Harman Gen 3 Audio and Navigation
Head Units
INTRODUCTION:
The following information addresses reprogramming file availability and a software update
installation procedure to provide optimization to the new Harman Gen 3 Audio and Navigation head
units utilized in the models as listed above. The procedure will involve either downloading the
software update files from Subarunet (or using those sent directly from Nuspire) and transferring
them onto a flash drive for head unit installation. It is VERY IMPORTANT to read and understand
this information completely to understand all changes from prior releases before proceeding.
IMPORTANT NOTES:
•
If a vehicle presents with a current blank or black screen condition, request an exchange unit.
•
Be sure to locate and re-format any existing USB drives used for updating Harman audio units in
order to fully clear them before adding these new files to them.
CAUTION: NEVER attempt to install this software on any
2019 MY vehicles as they are equipped with Gen 3.1 Audio/
Navigation systems. This update is ONLY for models equipped
with Gen 3.0 Audio/ Navigation systems. Should an attempt be
made to install any of these files into a Gen 3.1 head unit, the
authentication error screen to the right will be displayed.
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.
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.
Continued...
Bulletin Number: 15-211-17R; Revised 12/05/18
Page 1 of 17
PRODUCTION CHANGE INFORMATION:
These latest updates (November 2018) apply to the models listed above equipped with Harman Gen
3.0 Audio and Navigation head units only. They include all previous enhancements implemented in
all prior software updates INCLUDING the previously released WTN-74R updates. Therefore, if
WTN-74R is still open, these latest updates will continue to satisfy the campaign. See the
WARRANTY / CLAIM INFORMATION section at the end of this bulletin for further instructions.
The latest software version (including all available updates) was incorporated into production per the
starting VIN table below:
Model
Starting VIN
Legacy
Outback
Impreza 4-Door
Post Production
Impreza 5-Door
Crosstrek
BRZ
Multimedia System Type
Descriptive Features
6.5 Inch Display Audio System (Base)
No CD slot / Eject Button
8.0 Inch Display Audio System (Mid)
Phone Button
8.0 Inch Audio / Navigation System (High)
Map Button but no Phone Button
2018MY Legacy and Outback Harman Audio / Navigation system Faceplate images
BASE
MID
NO CD Player
PHONE Button
HIGH
MAP Button
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Bulletin Number: 15-211-17R; Revised 12/05/18
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Materials Required:
16GB (MINIMUM) USB 2.0 or 3.0 flash drives which are readily available at most office supply
retailers will be needed to perform these updates.
Recommended Flash Drives:
•
Kingston®: Data Traveler G3, G4, SE9 or the Hyper-X Series
•
SanDisk®: Cruzer Series, Ultra Flair
•
Transcend®: JetFlash 300, 600 or 790
•
Verbatim®: Store ‘n’ Go
NOTES:
• The USB flash drives can be USB 2.0 or 3.0.
•
The USB flash drive MUST be reformatted to NTFS before loading any files to it. NTFS is
not the standard format on most USB flash drives.
•
The update files are not overly large but, during the reprogramming procedure, the head unit
backs up some files to the USB drive. For this reason, sufficient USB drive memory size is
required, especially for the High / Navigation units.
•
The flash drives should be dedicated to storing these reprogramming files only. Do NOT
use any flash drives which contains or requires the use of file management, encryption, file
backup or other software to function properly.
•
Re-format (see Step 2) any prior USBs you may have used for WTN -74R as that version of
software must no longer be installed. This update includes all WTN -74R updates.
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Bulletin Number: 15-211-17R; Revised 12/05/18
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The November 2018 software update files include the following new operational enhancements:
•
On 2018MY Legacy / Outback models with Navigation (High) head units, the update corrects a
condition where the head unit remains powered even after the ignition is OFF and the driver door
is opened.
•
Corrects for a condition where the SXM presets become lost and only “Initializing” appears as
shown below.
•
Corrects for condition where only the star field background is displayed (without icons) after the
HOME button is pressed.
•
Corrects for a “Pop” or “Crackling“ sound concern when listening to AM radio.
•
Corrects for a concern of the head unit continually resetting itself.
•
Corrects for a concern of after selecting a contact to be a “Favorite” and the “Favorite” list
display is blank.
List is blank
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Bulletin Number: 15-211-17R; Revised 12/05/18
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•
Operation of the head unit after switching the ignition off and back on has been revised:
PREVIOUS Version: The head unit power is turned OFF by pressing the Power/Volume knob
for 4 or more seconds. On the next ignition ON, the display remains OFF / black while the audio
begins playing automatically. This was the prior characteristic operation.
NEW Version: The head unit power is turned OFF by pressing the Power/Volume knob for 4 or
more seconds. On the next ignition ON, the display remains OFF / black and the audio will also
be OFF until the Power/Volume knob is pressed to turn the head unit back ON.
NOTE:
•
•
The Mute function of the Power / Volume knob (a brief press and release of the Power /
Volume knob to mute audio output) is unchanged.
•
A “system reboot” function is initiated by pressing and holding the Power / Volume button for
10 seconds. This feature was included as part of the previous (11/2017) software update.
An enhancement of Voice Recognition feature has been made for improved HVAC system
interface and recognition of temperatures requested in Fahrenheit instead of Celsius. EXAMPLE:
“Set temperature to 75.” With the previous version, the system interpreted “75” as degrees
Celsius which would have been 167 degrees Fahrenheit and outside system parameters. As a
result, there was no response from the HVAC system.
Additional Symptoms and Enhancements addressed by previous updates and also included in
this latest (November 2018) update:
1- No streaming audio. When using the Pandora® app, there is no audio output.
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Bulletin Number: 15-211-17R; Revised 12/05/18
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2- “Media is loading” is displayed on the screen but, the media never completes loading.
3- The screen freezes when the STARLINK screen is displayed.
NOTE: The following conditions were addressed in the previous software version update
(and WTN-74R) but, this one update incorporates all prior updates.
1- Radio station presets disappear (touch screen buttons return to “Initializing”).
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Bulletin Number: 15-211-17R; Revised 12/05/18
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2- STARLINK “Telematics Service in Progress” screen freezes.
3- Apple Car Play / Android Auto function does not operate (“No Device Connected”).
4- The complete guidance route can be displayed.
5- A Longitude and Latitude search feature has been added.
6- A “Beep” notification feature has been added for driving time and rest periods.
7- This latest (November 2018) update also includes a security enhancement.
For reference, the previously released WTN-74R symptoms are also provided below. The main
purpose of WTN-74R was to address display screen freeze-up during Back-Up Camera display (when
the shifter is in “R”). In addition, the screen may also freeze when either the Subaru STARLINK or
Disclaimer Caution / I Agree screen is displayed.
			
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Bulletin Number: 15-211-17R; Revised 12/05/18
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The previously released WTN-74R updates also addressed these additional operational conditions:
1) After switching the vehicle (ACC or IGN) on, the display screen goes black with no audio output
and the hard key buttons are illuminated (on solid, or flashing / blinking).
2) Time of day displayed in the MFD (Multi-Function Display) is incorrect and the arrival time
displayed in Navigation units is also incorrect.
3) The time in the MFD automatically reverts to a “default” setting, even after setting the time using
“Manual” mode.
4) Audio volume goes to maximum automatically after one click of the volume up button on the
steering wheel. In some cases, this condition may also occur without input from the operator.
Maximum volume is also displayed on the screen.
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Bulletin Number: 15-211-17R; Revised 12/05/18
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SERVICE PROCEDURE / INFORMATION:
Affected Vehicles / Audio Units:
Vehicle Model
2017-18MY Impreza &
2018MY Crosstrek
Audio Unit Type (High, Mid, Base)
Audio Unit
Part Number
NAVIGATION (HIGH)
86271FL60A
8-Inch Display Audio (MID)
6.5-Inch Display Audio (BASE)
NAVIGATION (HIGH)
2018MY Legacy /
Outback
2018MY BRZ
8-Inch Display Audio (MID)
86201FL62A
86201FL63A
86201FL60A
86201FL61A
86471AL65A
86471AL66A
86431AL65A
86431AL66A
6.5-Inch Display Audio (BASE)
86431AL61A
NAVIGATION (HIGH)
86271CA660
STEP 1- Verify the currently installed Software Version ID using the following steps:
•
After starting the engine, from the HOME screen, touch “Settings”.
•
From the Settings > General screen, scroll down to and then touch “System Information”.
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•
Confirm the current Software Version ID. If the Current Version is Rel_U0.18.43.20, STOP
as this latest update has already been installed.
STEP 2- Prepare the USB:
CAUTION: Do not use any USB flash drive which utilizes file organizing software or an
operating system.
•
Make sure the USB flash drive contains
no other files.
•
Right click on the corresponding
“Removable Disk”.
•
Select “Format”.
•
From the File System drop-down menu,
select “NTFS”
•
Check the “Quick Format” box (if not
already done).
•
Click on “Start” to format the USB flash
drive.
STEP 3The files are available for download on Subarunet (see “A” below).
The applicable reprogramming files have also been sent directly to retailers by Nuspire in the same
way a Select Monitor Update would be pushed out. (see “B” below).
Follow “A” when using files downloaded from Subarunet.
Follow “B” when using the files sent directly to the SDS notebook from Nuspire.
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“A” When using update files downloaded from Subarunet:
Click Here to Access the Downloads for Audio/Navigation Information on Subarunet
IMPORTANT: Files downloaded from Subarunet will be .zip files and must be unzipped before
they can be used.
Using the normal audio / navigation system file update download procedure: Go to Subarunet, select
Service Operations and Technical>>Forms/Downloads>>Downloads for Audio/Navi then click on
the applicable Hyperlink to download the file(s) to your SDS Notebook or PC:
“BASE-17-18 Impreza-18 Crosstrek-18-Legacy-Outback-18-BRZ-HARMAN AUDIO UPDATE-NOVEMBER 2018”
“MID-17-18 Impreza-18 Crosstrek-18-Legacy-Outback-18-BRZ-HARMAN AUDIO UPDATE-NOVEMBER 2018”
“HIGH-17-18 Impreza-18 Crosstrek-18-Legacy-Outback-18-BRZ-HARMAN AUDIO UPDATE-NOVEMBER 2018”
•
Go to Downloads.
•
CAUTION: After download is complete, NEVER change the file or folder names.
•
Once the files have been downloaded from Subarunet, click on the Downloads folder and then
sort by Date Modified to bring the most recent files to the top of the list.
•
Open / display the contents of File folder, for example (BASE-17-18 Impreza-18 Crosstrek18-Legacy-Outback-18-BRZ-HARMAN AUDIO UPDATE-NOVEMBER 2018).
•
Click on “Extract All Files”.
•
From the dialog box, browse to My Documents then click on “Extract”.
•
Double-click on the required file (for this example, select the file entitled “BASE-1718 Impreza-18 Crosstrek-18-Legacy-Outback-18-BRZ-HARMAN AUDIO UPDATENOVEMBER 2018”).
•
Copy ONLY the “update” folder then paste (or click / drag) it to the “clean” USB flash drive
as listed (Removable Disk) in the directory.
•
To avoid confusion, label the flash drive with the file contents (e.g. BASE 3.0, MID 3.0 or
HIGH 3.0).
•
Go to Step 4.
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“B” When using update files sent directly from Nuspire:
•
Go to My Documents on the GUI screen to display the list of available update files shown
below.
•
CAUTION: After download is complete, NEVER change the file or folder names.
•
Sort by Date Modified to bring the most recent files to the top of the list. The folder is named:
_Harman Audio-Navi Update Files.
•
Double-click on the required file (for this example, select the file entitled “BASE-17-18
Impreza-18 Crosstrek-18-Legacy-Outback-18-BRZ-HARMAN AUDIO UPDATENOVEMBER 2018”) and the update file will display as shown.
•
Select the update folder and either copy / paste or click / drag it to the USB flash drive.
NOTE: Do not copy the entire “BASE-17-18 …” File folder. Copy ONLY the File folder named
“update” to the flash drive
•
Once the folder named “update” is loaded onto the USB flash drive, right click on the drive
and select “Eject”.
•
Remove the USB flash drive after the prompt appears that says “Safe to Remove Hardware”.
•
Mark the USB to indicate the head unit it will update (BASE in this example).
•
Repeat the above steps to create the MID and HIGH USB flash drives as needed using a
separate USB drive for each update folder.
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STEP 4- IMPORTANT: Confirm the update folder on the USB flash drive is for the head unit being
reprogrammed ONLY. NEVER install multiple update folders onto the same flash drive at the same
time.
• After confirmation, move to the car and either start the engine or follow the procedure as
outlined in document GR8-1100 on STIS for use of the GR8’s Power Supply Mode.
BASE-17-18 Impreza-18 Crosstrek-18-Legacy-Outback-18-BRZ-HARMAN AUDIO UPDATE-NOVEMBER 2018
Copy ONLY the folder named “update” to the USB.
•
Never change the folder name from “update”.
•
Confirm there is only a folder named “update” on the flash drive.
CAUTION: Confirm one final time the head unit you are about to update matches the USB flash
drive you have selected. Attempting to install the incorrect update file will disable the head unit.
STEP 5- Update Installation:
IMPORTANT: Always record the customer’s radio station presets and navigation favorites (where
applicable) before proceeding further as they will most likely need to be reset once the update and
re-boot procedures are completed. In addition, some customizable system settings may need to be
reset as they may return to the default setting during the update.
•
With the engine idling (or GR8 connected), plug the flash drive into the USB Port.
IMPORTANT NOTE: If the head unit does not recognize the USB flash drive during the
reprogramming process, this may be due to an incompatible Controller IC in the USB flash drive
or it is otherwise incompatible with the head unit. If this occurs, delete all files from the flash drive
and re-format it to “FAT32”, instead of “NTFS” and reload the appropriate “update” folder to the
USB flash drive. If the USB flash drive is still not recognized, please discontinue the use of that
drive and instead use a USB flash drive from a different manufacturer.
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•
After the unit “authenticates” the USB flash drive, press “Next” and after the second screen is
displayed, press “Next” again.
NOTE: If an attempt is made to install the wrong “grade” file into the wrong grade head unit
(EXAMPLE: “Base” update file into a “Mid” or “High” head unit), the USB Authentication error
screen below will be displayed:
•
The current and available software version information will be displayed. The Available
Version I.D should be Rel.18.43.20.
NOTE: The displayed Available Version as shown below does not show the _U0 after the
Rel. This is normal.
•
After confirming the Available Version, press “Install Now” to start the reprogramming
process. The screen will go blank (black) for a brief period after installation begins.
•
Each of the updates (Base, Mid and High) should take less than 10 minutes to install.
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IMPORTANT NOTES:
•
Do not leave the vehicle once the update begins as ignoring pop-up requests may lead to
battery discharge.
•
Do not touch any of the buttons on the head unit while the updating process is taking place.
•
If during the updating an error screen is displayed asking “Do you want to Retry”, press
“Retry” to restart the update.
•
Once the updating process is complete, the head unit will perform a “soft” reboot.
(NOTE: several “hard” reboots are required to fully install the update. This procedure is
covered in Step 6 below.)
•
button to
CRITICAL STEP: After the reboot process completes, press the HOME
return to the HOME screen. (NOTE: If the “install message” is displayed asking if you
want to start the update process again, press “Cancel”, press the HOME button again and
return to the HOME screen.)
STEP 6- Turn the ignition OFF, open and close the driver’s door then remove the flash drive from
the USB port. If an error screen is displayed asking “Do you want to Retry”, press “Cancel”.
IMPORTANT: Wait AT LEAST 3 MINUTES before proceeding to Step 7.
STEP 7- Verify the newly-installed Software Version ID using the following steps:
•
Turn the ignition back ON. Confirm the “SUBARU STARLINK” screen is displayed. If
“SUBARU STARLINK” screen is NOT displayed on the first screen, system did not fully
enter “sleep mode” and reboot properly. Perform Step 6 again and wait AT LEAST 3
MINUTES before proceeding.
•
In some cases, the radio presets may not appear initially.
•
From the HOME screen, touch “Settings”.
•
From the Settings > General screen, scroll down to and then touch “System Information”.
		
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Bulletin Number: 15-211-17R; Revised 12/05/18
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•
Confirm Software Version is now “Rel_U0.18.43.20”.
•
Press
(Home) to return to the Home screen and shut the engine OFF. Open and close the
driver’s door.
STEP 8- CRITICAL: Operation Check and Full Re-Boot Procedure:
1) Turn the ignition back ON (ACC) and confirm normal system operation.
2) Confirm the Home screen is displayed.
3) Turn the ignition OFF, open and close the driver’s door then WAIT AT LEAST 3
MINUTES to confirm the unit “times out” or “goes to sleep”.
4) Perform 1), 2) and 3) above again (a total of 5 cycles if completing WTN-74R OR only 2
cycles (1 additional cycle to Steps 1 & 2) if WTN was previously completed). If normal
to return to the Home screen and shut the ignition OFF to
operation is confirmed, press
complete the procedure.
IMPORTANT: If during this procedure, the screen goes blank (black) and the STARLINK
screen does not appear, the head unit must be replaced. THIS SHOULD BE A VERY RARE
OCCURRENCE. Contact SOA Techline should this condition occur.
STEP 9- If lost during the update process, reset the customer’s radio station presets, navigation
favorites (where applicable) and if necessary, reset the clock to complete the procedure.
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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 Gold plan, this repair may be submitted using the following claim information:
Labor Description
Labor
Operation #
Labor
Time
Fail
Code
PRE-CUSTOMER DELIVERY HARMAN AUDIO/NAVI UNIT REPROGRAMMING*
A031-368
0.4
ZSG-48
*Use this claim coding whenever installing the most recent software update on a New,
Un-Registered, In-Stock vehicle without a customer complaint or reported concern prior to retail
delivery for Customer Satisfaction ONLY.
Labor Description
Labor
Operation #
Labor
Time
HARMAN AUDIO/NAVI VERSION ID & OPERATION CHECKS ONLY **
B031-150
0.4
HARMAN AUDIO / NAVI UNIT REPROGRAMMING
(INCLUDES VERSION ID CHECK AND OPERATIONAL CHECKS).**
B031-268
0.6
HARMAN AUDIO/NAVI QUESTIONNAIRE COMPLETION
C101-228
0.3
WTN-74R OPEN: HARMAN AUDIO / NAVI UNIT,
VERSION ID & OPERATION CHECKS ONLY
B103-110
0.4
WTN-74R OPEN: HARMAN AUDIO / NAVI UNIT REPROGRAMMING
(INCLUDES OPERATION CHECKS)
C103-118
Fail
Code
Claim
Type
ZTA-48
WC
WTN-74
RC
0.2
**Use this claim coding when installing the most recent software update with a customer complaint
or reported concern as documented on a signed Repair Order.
IMPORTANT NOTES:
•
Use Operation Number B031-150 or B031-268 for all TSB 15-211-17R -applicable Crosstrek,
Legacy, Outback and 2018MY Impreza models along with any 2017MY Impreza models which
have already had the WTN74 campaign completed.
•
Any remaining 2017MY Impreza models having an OPEN WTN-74 campaign must use the
campaign coding FIRST.
•
CRITICAL Claim Processing Update: When completing this TSB procedure OR a WTN-74R
campaign, the post-update software version number MUST be entered in the Miscellaneous
Detail field when submitting the claim.
•
A ONE-TIME charge of $50.00 can be claimed in sublet to cover the cost of the USB flash
drives.
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: 15-211-17R; Revised 12/05/18
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