15-231-18R

ATTENTION:
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SERVICE MANAGER
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SERVICE BULLETIN
APPLICABILITY: 2017-20MY Impreza
		2018-20MY Crosstrek
		 2018-19MY Legacy and Outback
		2019-20MY WRX and WRX STI
		2019-20MY Ascent
		2018-20MY BRZ
		
2019-20MY Forester
NUMBER: 15-231-18R
DATE: 08/21/18
REVISED: 11/18/19
SUBJECT: Harman Audio / Infotainment: Troubleshooting
		 Audio Related Concerns
INTRODUCTION:
This bulletin provides troubleshooting steps to use when diagnosing specific and general audio/sound
related concerns. Please start by completing the Harman Investigation Guide-Questionnaire as it
gathers important details which will assist you with this diagnosis and is required should the condition
not be resolved by this troubleshooting. Once the questionnaire is completed, follow the question
flow based on the customer concern. Answer each related question noting the results to each in detail
while performing the diagnostics. Review the entire bulletin before beginning to understand the flow
for the listed concerns. If the concern you have is not listed, check the Service Manual: Infotainment
(Diagnostics) > Diagnostics with Phenomena section as a starting point.
SERVICE PROCEDURE / INFORMATION:
1) Confirm the condition as reported by the customer.
2) If the concern is for no audio is heard, answer the questions under item 2 (a-f). If not, skip
this item and proceed to Item 3 below.
a. Check if the MUTE mode is turned on. If not, go
to (b). NOTE: If MUTE was on, turn it off and
confirm normal system operation.
b. Check the volume adjustment. Does the
system display the volume indicator when the
volume knob (or volume steering switch) is
adjusted? (See image to the right and check each
controller).
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: 15-231-18R; Revised: 11/18/18
Continued...
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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c. Check each audio source option. What source(s) do or do not have audio? (See figure
below showing Audio Source Widget in the upper right corner). Does the audio widget
in the top right corner of the screen show the correct source? Note the results for each as
you confirm both the widget display and, if sound is produced.
d. Does the system show indication that playback is occurring? For example, if using a
media device (CD, iPod, USB, etc.) does the playback timer update?
i. If using a tuner (AM, FM, SXM), is there station data displayed and is it updating?
e. If the vehicle is equipped with a Harman/Kardon amplifier, go over items i through iii
below:
i. Confirm connections are proper between HU and Amplifier.
ii. Does disconnecting and reconnecting the amplifier address the concern?
iii. Does disconnecting and reconnecting the head unit address the concern?
NOTE: If concern is not resolved after performing steps i through iii, perform a swap of each
component with a known good amplifier and head unit (see IMPORTANT CAUTION below)
one by one. Swap the amplifier first. Check if the concern is addressed. If condition persists,
swap the head unit (see IMPORTANT CAUTION below ). If a component swap addresses the
concern, request an exchange for the suspect component.
f. Follow the Service Manual: Infotainment (Diagnostics) > Diagnostics with Phenomena
for SOUND DOES NOT COME OUT FROM THE SPEAKER. Note the results for each
of the 6 steps associated with this diagnostic troubleshooting.
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.
Continued...
Bulletin Number: 15-231-18R; Revised: 11/18/18
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3) If the concern is for audio quality, answer the questions under item 3 (a-c). If not, skip this
item and proceed to item 4 below.
See the image below for Line Diag display of Audio Check used in this diagnosis.
a. What source(s) have the audio quality concern? Describe the concern (please capture a
video, if possible).
i. For tuner (AM/FM/SXM/DAB -digital audio broadcast), is the concern on a specific
frequency/channel? Please list the frequencies/channels.
ii. For media (USB, BTSA- Bluetooth steaming audio, CD, etc.), list the devices used,
the file type (mp3, mp4, cda, aac, etc.).
b. Is the concern heard in each audio channel? Adjust balance and fade to confirm. Balance
and fade can be adjusted by going to Home Screen > Settings > Sound > EQ. Drag the
crosshair to each corner of the vehicle to check each channel for audio output (see image
below).
c. If the concern is only observed while listening to certain audio channel(s), perform items
i and ii below.
i. Confirm connections from head unit to speakers are not damaged.
ii. If the vehicle is equipped with an Harman/Kardon amplifier, confirm the connections
between amplifier and speakers are not damaged.
If the issue persists, try a known good component from a like vehicle. If component
swap addresses the concern, request an exchange for the suspect component.
Continued...
Bulletin Number: 15-231-18R; Revised: 11/18/18
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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.
4) If the concern is for a buzzing noise, answer the questions under item 4 (a-d) below. If not,
skip this item and proceed to item 5 below. Describe the concern (please capture a video, if
possible).
a. Is the vehicle equipped with an Harman/Kardon amplifier? If yes, return to item 2-f
above.
b. What audio source(s) can the noise be heard on?
c. Compare the same source(s) and, if applicable, use the same media devices (CD, iPod,
USB, etc.) in a like vehicle to determine if the concern occurs.
d. If the buzzing noise is confirmed when using certain media devices (USB, iPod, CD, etc.)
try a similar device. Is the concern still reproducible? If not, gather details on the suspect
device such as model, device software version (if applicable), device content such as file
types, if this is a CD is it a copied CD? Data disc? Commercially sold CD?
5) If the concern is for other audio issues, please describe how to duplicate the concern (please
capture a video, if possible).
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.
6) If the above steps do not resolve the customer’s concern, 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.
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 #
Labor Time
HARMAN AUDIO TROUBLESHOOTING
A031-161
1.0
Fail Code
ZRM-43
ZRN-43
ZRO-43
H/U Type
Base
Plus / Mid
High (w/ Navi)
Continued...
Bulletin Number: 15-231-18R; Revised: 11/18/18
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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: 15-231-18R; Revised: 11/18/18
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