15-257-19

ATTENTION:
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IMPORTANT - All
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SERVICE MANAGER
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SERVICE INFORMATION BULLETIN
APPLICABILITY:
		
		
		
2019-20MY Impreza					
2019-20MY Crosstrek and Crosstrek Hybrid
2019-20MY Forester
2020MY Legacy and Outback
SUBJECT:
		
STARLINK Service Leads, DTC B2A15 and
Insurance Company OBD Plug-In Devices
NUMBER: 15-257-19
DATE: 11/11/19
INTRODUCTION:
This Service Information Bulletin provides insight in response to both customer and retailer feedback
resulting from the use of OBD-II port connected devices. These devices are often employed by
insurance companies to monitor driver activity for premium calculations (premium discounts).
Commonly referred to as discount tools, driver monitors or dongles, the use of these devices can
interfere with normal STARLINK system operation. Use of these devices can cause:
•
DTC B2A15 to set and be stored in memory
•
Recurring STARLINK notifications to retailers and e-mails to
customers
•
A RED Telematics system Malfunction Indicator Lamp (MIL) to
illuminate in the overhead console (change from green to red).
To address retailer concerns of these recurring MIL notifications, a change has been made to the
retailer notification process which will now trigger these messages once every 10 days instead of
every 3 days. No changes have been made to vehicle hardware and no part replacement is necessary.
This change will reduce the number of repeat TM2_TELEMATICS Starlink Malfunction Light
service leads appearing on the ILM STARLINK Dashboard as shown in the screen shot image below.
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: 15-257-19; Date: 11/11/19
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IMPORTANT NOTES:
•
The change has no effect on the 2nd reminder notification for this condition (TM2_
TELEMATICS2) or any other STARLINK lead notification type (e.g. CHECK ENGINE).
•
If the MIL is triggered multiple times during the 10-day period, retailers will not receive
multiple notifications until 10 days have passed.
•
Customer (e-mail) notifications will remain at 3 days (no change).
•
Not all STARLINK MIL warnings are caused by insurance company plug-in devices.
SERVICE PROCEDURE / INFORMATION:
REMINDER: Customer satisfaction and retention starts with performing quality repairs.
When receiving a TM2_TELEMATICS Starlink Malfunction Light lead, it is VERY IMPORTANT
to contact the customer as soon as possible. Ask the customer if they are using one of these plugin devices. If they are, explain their use of the device can interfere with operation of STARLINK
emergency services features. If a plug-in device is not being used, schedule the customer in MIL a
service appointment to diagnose the system and determine the cause of the lead / e-mail.
Additional Resources:
•
To access the STARLINK Dashboard, go to: Subarunet > Service Operations & Technical >
STARLINK-Service > Leads > STARLINK
•
To access the STARLINK Service Lead Handling Playbook, Go to: Subarunet > Training >
Lead Response Program > Subaru Lead Handling Playbook
•
For Technical Service Information on DTC B2A15, see the May2019 Issue of TIPS and if
needed, the applicable Service Manual diagnostics.
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: 15-257-19; Date: 11/11/19
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