15-256-19R

ATTENTION:
GENERAL MANAGER

PARTS MANAGER

CLAIMS PERSONNEL

IMPORTANT - All
Service Personnel
Should Read and
Initial in the boxes
provided, right.
SERVICE MANAGER

© 2019 Subaru of America, Inc. All rights reserved.
SERVICE BULLETIN
APPLICABILITY:
SUBJECT:
2019-20MY Impreza
NUMBER: 15-256-19R
2019-20MY Crosstrek (Including Hybrid Model)
DATE: 11/08/19
2019-20MY Forester
REVISED: 01/28/20
2019MY Legacy & Outback
2019-20MY WRX
2019-20MY BRZ- Navigation -equipped Models ONLY
2019-20MY Ascent
FOTA (Firmware Over-The-Air) Reprogramming
Procedure to Optimize Harman Gen 3.1 Audio / Navigation
INTRODUCTION:
This bulletin provides information on a new reprogramming procedure (FOTA) to optimize the
Harman Gen 3.1 Audio and Navigation head units (H/U) utilized in the models as listed above.
Firmware-over-the-air (FOTA) is a process by which remote devices can receive updates to their
operating software. This process has become second nature with smartphones, tablets and many
other connected devices. FOTA for automotive infotainments systems has been designed with
a similar type of customer convenience in mind. FOTA updates are designed to provide regular
enhancements along with some software patches to our infotainment systems improving the user
experience for our customers. The convenience factor comes not only with the supply of regular
updates and the enhancements they provide but also through customer control of when these updates
are applied by allowing them the freedom to choose when these updates are downloaded and
installed. All that is required is a secure WiFi connection such as through a home network or the use
of a secure WiFi hotspot to create a connection to the update server and any customer can obtain and
install an available FOTA update to their infotainment head unit. In this bulletin we are focusing on
FOTA for Harman Gen 3.1 MID-level audio systems and Gen 3.1 HIGH audio-navigation systems.
BASE and BASE PLUS models are not FOTA capable. This bulletin will describe in greater detail
the process for how FOTA is accomplished as well as provide insights and some procedures for
how to resolve conditions that may arise as a result of audio or audio/ navigation head unit swaps or
replacements performed outside of the Harman/ United Radio exchange unit program. The procedure
will involve:
•
Assisting customers with FOTA related concerns if they have been unsuccessful in
performing the FOTA by themselves. (Possible vehicle or H/U concern.)*
•
Performing the FOTA update for customers not comfortable or needing assistance with
performing it themselves but have requested the Retailer install it.*
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: 15-256-19R; Revised: 01/28/20
Page 1 of 18
•
Updating the software using a USB flash drive following the steps outlined in
TSB 15-236-18R, “Reprogramming File Availability for Additional Optimization of
Harman Gen 3 Audio and Navigation Head Units” when FOTA cannot be performed due to
VIN/ head unit serial number mismatch.*
*NOTE: If a customer is simply requesting help with how to perform FOTA, NEVER share a copy
of this bulletin. Instead, provide a copy of the appropriate customer instructions for FOTA. Detailed
customer instructions for this procedure are available on the Subarunet: Service Operations &
Technical > Forms/Downloads page. See Appendix B on pg. 17 for more information.
It is VERY IMPORTANT to read and understand this information completely before proceeding.
NOTES:
• On the models listed, FOTA is available for MID and HIGH (Navi) H/Us only.
•
NOTE: For Gen 3.1, there is a new type of H/U known as BASE PLUS. BASE PLUS may
look similar to a MID unit (both have a CD player) but, just like the BASE model, it is not
FOTA capable. See the related Exchange Bulletin or Electronic Parts Catalog (EPC) to
determine the H/U type.
•
The available FOTA software version is usually the same as the USB version available
to Retailers. But, since the USB software is always released to retailers before the FOTA
version, availability of the latest FOTA version may be delayed.
•
FOTA software updates are for the H/U software ONLY. Map updates are a separate function
which the customer may update on their own by using either USB download or Map Over the
Air Update (MOTA). Go to: dealer.subaru-maps.com
•
On BRZ models, this update procedure is applicable to HIGH / Navigation (Navi) -equipped
head units only.
PART INFORMATION:
Multimedia System Type
Descriptive Features
6.5 Inch Display Audio System (Base)
No CD slot / Eject Button
6.5 Inch Display Audio System (Base +)
Equipped with CD Player and Eject Button
8.0 Inch Display Audio System (Mid)
Phone Button
8.0 Inch Audio / Navigation System (High)
Map Button but no Phone Button
Reference photos of each head unit faceplate are supplied below:
NOT FOTA-Capable
BASE +
Uses MID
update file
Continued...
Bulletin Number: 15-256-19R; Revised: 01/28/20
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SERVICE PROCEDURE / INFORMATION:
IMPORTANT:
When FOTA reprogramming cannot be performed and the head H/U is updated using a USB flash
drive, capture and record the head unit’s serial number. In these cases, the serial number is required
to be entered in the Miscellaneous Detail field during claim submission. In addition, capture a photo
of the serial number tag for reference in case there is any question about the serial number submitted.
NOTE: H/U R&R is necessary to access the Serial Number label.
The head unit software may be updated:
1) Using Smartphone and cellular network (3G, 4G) - outlined starting on page 6
2) Using a Secure WiFi Network (home network or hotspot)- outlined starting on page 15.
The update process involves downloading and installing the software update therefore, time duration
depends on signal strength and transfer rate performance. During installation, H/U functionality will
be restricted.
NOTE: Although the following Flow Chart provides an overview of the Service Procedure, it
is VERY IMPORTANT to read and understand ALL the information contained in this bulletin
completely before proceeding.
Continued...
Bulletin Number: 15-256-19R; Revised: 01/28/20
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Flow Chart:
Customer presents with a concern of FOTA
update cannot be completed or, requests a
head unit software update.
Has the customer
attempted a FOTA
update?
NO
Check the current software
version ID. Access the
System information setting
from the General Settings
menu. Is the software up to
date?
YES
YES
NO
Did the customer
receive "Your device's
software is up to
date" message when
they attempted to
perform the FOTA
update?
YES
Attempt FOTA update to confirm condition.
If FOTA fails, update the head unit via USB.
Confirm system function then R&R the
head unit and record the head unit serial
number. Take a photo of the serial number
as back-up in case questions arise with the
claim. Submit claim for FOTA attempt, USB
update and R&R for serial number
documentation.
NO
Access the system
information Setting from the
General Setting menu. Is the
software up to date?
NO
YES
Software was updated successfully at some point
either through FOTA, MOTA, or prior USB update at
retailer. Confirm the vehicle history to determine
how this was accomplished. If via MOTA or USB,
R&R the head unit and record the serial number to
ensure customer receives future updates via FOTA.
Take a photo of the serial number as additional
documentation. Submit claim for R&R and serial
number documentation only. If update was
completed by FOTA, no additional action is
necessary
Continued...
Bulletin Number: 15-256-19R; Revised: 01/28/20
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IMPORTANT NOTE: If the H/U needs to be removed for any reason, always confirm the part
number shown on the unit matches the part number in the Electronic Parts Catalog (EPC) for the
specific VIN being repaired. Example photos are provided below for reference.
Set-Up Instructions and CAUTIONS:
•
Move the vehicle to an outside location where the engine can be safely started and kept idling
during the update process.
•
Never idle the vehicle in a closed space such as a garage, even if the garage door is kept
open.
•
Once the vehicle is in a safe location, be sure the vehicle is in Park (CVT) or Neutral (MT)
and the parking brake is fully engaged.
•
Open one or more windows to ensure fresh air is available.
•
Stay with the vehicle until the update is completed.
•
Unplug any devices, chargers, cables or other USB drives from the vehicle’s USB and power
ports.
Step 1: Check the Current Software Version Number
1-1) Turn the engine ON. When the H/U powers on, press “I Agree”.
Once audio start-up completes, press the HOME button and select “Settings”.
1-2) From the General screen, select “System Information” to check current software version.
(The pictures below are for illustration only and do not show the latest software version
information.)
Continued...
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•
If the current software version is Rel_UE. 19.22.70 or Rel_UE. 19.25.70 STOP as the head
unit has the latest version installed and no further action is needed.
•
Confirm the vehicle history to see if any H/U replacement has occurred in the past. If a new
H/U was installed (part number listed in claim information) or if the H/U was swapped from
another vehicle at any time, the H/U serial number must be captured and entered during
claim submission to ensure compatibility for future FOTA updates. REMINDER: H/U
R&R is necessary to access the Serial Number label. See the H/U serial number sample
photos presented on page 11 for reference.
Step 2: Required Preparation before Initiating the FOTA Update
NOTE: As part of this software update, the H/U will delete all the customer’s radio station presets
and change the volume settings to a default volume level. NOTE: If the radio volume is turned down
during the update process, the volume may seem suddenly very loud once the update completes. This
is normal operation. Always note the customer’s radio station presets and volume settings and be
sure to reset them after updating is completed.
TIP: Taking photos of the screens may be easier than writing down the contents of each.
2-1) Record all the preset stations saved by the customer.
2-1-1) Confirm the driver profile (example shows “Default” as driver profile).
2-1-2) Go to the Radio screen.
2-1-3) Record the saved preset stations (SXM, AM, and FM) (example shows #1: FM87.7 #2:
FM92.7...).
NOTE: Make sure to check the next screen by scrolling (pressing the right arrow > button).
Continued...
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2-1-4) Change to next driver profile and repeat the actions above as necessary. (Example
photo below shows other driver profiles. Be sure to note all the preset stations for each
driver profile.)
2-1-5) Select the first driver profile again.
2-2) Record the volume settings for each driver using the following steps:
2-2-1) From the Settings > Sound screen, press the “Sound” button.
2-1-2) Record each volume setting for: Entertainment Volume, AUX Volume Gain,
Microphone Volume, and Navigation Volume.
Step 3: FOTA Reprogramming Procedure
1: Procedure for performing FOTA using Smartphone as WiFi hotspot and cellular network
(3G, 4G):
IMPORTANT: The H/U clock must be set correctly in order to check for any available FOTA
updates.
Navi/Radio internal clock settings:
Set the clock via GPS signal (Navi -equipped models only) or by smartphone using one of the
following procedures, 1.1 or 1.2:
NOTE: Once the clock is set, it never resets unless the vehicle battery power supply is interrupted
as a result of a discharged or disconnected battery. For Navi -equipped models (only), proceed to
Step 1.1. For all others proceed to Step 1.2. If the head unit displays the time correctly, proceed
ahead to Step 1.4.
Continued...
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1.1) Setting the clock via GPS signal (Navi -equipped models only):
NOTE: The H/U clock must be set correctly in order to check for any available FOTA updates.
Always confirm the Clock Adjustment mode is set to Auto.
1.1.1) Check current vehicle position on the map screen. If position is correct, the Navi will
receive clock information correctly. Proceed to Step 1.3.5. If position is not correct, please go to
Step 1.3.1.b.
1.1.2) Move the vehicle to a location where the Navi can receive a strong GPS signal. (e.g.
outside with a clear view of the sky). If the vehicle position shown is correct, Navi should be
receiving and displaying clock information correctly. Proceed to Step 1.3.5.
1.2) Setting the clock using any smartphone (Phone MUST be paired to the H/U.):
Bluetooth Pairing Procedure (Follow this procedure if the phone is not already paired to H/U.):
REMINDER: The H/U clock must be set correctly in order to check for any available FOTA
updates. Always confirm the Clock Adjustment mode is set to Auto.
1.2.1) Select Phone on Home screen.
1.2.2) Select Yes on “No Device Connected” pop-up.
NOTE: If H/U display does not show the pop-up, please select “Add device” from the Phone
Overview.
Continued...
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1.2.3) While the H/U displays the “waiting” screen shown below, operate the smartphone screens
and select “Subaru BT” from the discoverable device list.
*If the device name is changed on setting screen (Settings > General > Change Device Bluetooth
Name), please select the proper device name.
1.2.4) Confirm the same PIN code is shown on the smartphone then select “Confirm”.
1.2.5) Select “Pair” on the smartphone screen.
1.3) Transfer phonebook Procedure:
1.3.1) On the “Change Device” screen, identify the most recently paired device (iPhone is shown
here).
1.3.2) Select the desired smartphone device.
1.3.3) Turn “Phonebook Download” on.
1.3.4) Operate the smartphone screen buttons to allow phonebook transferring.
1.3.5) Check Bluetooth setting of “Subaru BT” on the smartphone. Confirm “Sync Contacts”
and “Show Notifications” are both set to ON.
Continued...
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iOS setting display
Android setting display
NOTE: Depending on the model (e.g. iOS or
Android), these settings may need to be changed.
Refer to the specific smartphone’s User Manual
for more detailed information / instructions.
1.3.6) Restart the H/U:
Press and hold the Power button for 10
seconds or, turn the ignition OFF, open and
close the driver’s door then restart the engine.
1.3.7) Confirm both the Phonebook and Messages buttons on the display are highlighted
(activated) as shown below.
1.4 Connect to Network:
The following procedure outlines how to connect to a smartphone hot spot as a secure Wi-Fi network.
If the H/U is already connected to a secure Wi-Fi network, proceed to Step 1.5.
1.4.1) Prepare a Wi-Fi router device:
NOTE: Depending on the model (e.g. iOS or Android), these settings may need to be changed.
Refer to the specific smartphone’s User Manual for more detailed information / instructions.
iOS setting display
Android setting display
Continued...
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1.4.2) Select “Settings” from the H/U Home screen.
1.4.3) Make sure “Wi-Fi” is displayed on the General menu.
1.4.4) Select the desired Wi-Fi device from the “Wi-Fi Settings” list.
1.4.5) Confirm a secure WiFi connection has been established. The H/U display will show a
Wi-Fi icon on top bar.
1.5) Check for Available Update:
1.5.1) Press the Home button on the H/U and select “Settings” from the Home screen.
1.5.2) Select “Check for Updates” from the General menu.
NOTE: This button is grayed-out during H/U initialization. It usually takes about 1 minute for it to
become active. If “Check for Updates” remains grayed out, try re-booting the H/U by pushing and
holding the volume knob for 10 seconds or, turning OFF the ignition, opening the driver’s door, and
waiting for 2 minutes.
1.5.3) If the screen displays a “Software Update Ready to Download” pop-up, select “Download
Now” to update the H/U software. (Picture below is for illustration only and does not show the
latest software version.)
Proceed to Step 1.6.
1.5.4) If the H/U screen shows the “Connect to Wi-Fi” pop-up, try re-connecting to the network
again as outlined in Step 1.4 above.
Continued...
Bulletin Number: 15-256-19R; Revised: 01/28/20
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1.5.5) If the H/U screen shows “Your device’s software is up to date.” and confirmed as outlined
in Step 1: “Check current software version”, no further action is required. The head unit
software is current.
IMPORTANT: If the H/U software cannot be updated using FOTA, update the H/U following
the USB flash drive procedure outlined in TSB 15-236-18R. In such a case, a VIN/ H/U Serial
Number mismatch may exist. If this occurs, the H/U must be removed and the serial number
recorded as shown below. In these cases, the COMPLETE 28-digit serial number is required
to be entered in the Miscellaneous Detail field during claim submission (no spaces or special
characters). Also, capture a photo of the serial number label for reference in case any question
arises about the serial number submitted. Examples of the serial number label are shown below.
VERY IMPORTANT: Always record
all 4 “segments” of the 28-digit H/U
Serial Number. Take and retain a photo
of this small label in case it is needed in
the future for confirmation.
H/U Serial Number Identification
START
1
2
4
3
EXAMPLE
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1.5.6) If the H/U display shows “Software download failed. Do you want to retry?”, there is
possibility the H/U is not receiving the clock information correctly.
1.5.7) Move the vehicle to a location where the Navi can receive GPS signal or connect to a
smartphone via Bluetooth. Ensure that transferring of phonebook data has been approved on the
phone. (To review clock setting procedures, refer to Step 1 above.)
1.6) Software Update:
NOTE: Initially, it may appear that no action is occurring.
THIS IS NORMAL. Wait at least 2 minutes for progress percentage to appear in the upper right of
the H/U screen before attempting to restart the process.
1.6.1) Wait until the download progress reaches 100%. During the software download, the H/U
is fully functional. NOTE: It is normal for the progress to hang at some points for 1-2 minutes.
This does not indicate a concern. BE PATIENT.
Continued...
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NOTE: When downloading via Wi-Fi, it may take anywhere from 5 to 20 minutes for the update
to complete depending on the provider transfer rate signal strength.
1.6.2) The image below shows the pop-up window which will appear once the download
completes and the update is ready to install.
1.6.3) Select “Install Now” to start the update installation.
NOTE: If “Cancel” is selected, it will be necessary to download the update file again before
installation can be attempted.
1.6.4) Stay with the vehicle until the install has completed.
NOTE: It will take approximately 10 minutes to complete the update installation.
1.6.5) The H/U will automatically shut down and restart after the installation completes.
Continued...
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NOTES:
• The next step of update will be different depending on the software version installed prior to
FOTA.
•
Depending upon the installation required, the H/U may repeatedly shut down and restart up
to 3 times. The screen shown below does not indicate an unsuccessful or failed installation.
1.6.6) Wait until all the H/U restarts complete and the Home screen is displayed again.
NOTE: The volume will go to default level suddenly even if the volume was previously turned
down during or prior to the update. This is normal operation.
NOTE: Station presets will display as “Initializing” until the data is fully loaded for SXM stations.
In case of FM and AM presets, the text will change from “Initializing” to “Hold”. To reset each
preset, tune to the desired station then press and hold the corresponding preset button until the “beep”
is heard to signal the reset was successful.
1.6.7) If the Home screen does not appear automatically, press the Home button to display the
Home screen.
1.6.8) Perform Step 1 again to check the currently installed software version and confirm a
successful update / installation. The new version ID should be: RelUE. 19.22.70 or
RelUE. 19.25.70 .
1.6.9) Using the notes or photos collected at the start of this process in Step 2, reset all the
customer’s preset stations and volume settings.
1.6.10) Go to the Home screen.
1.6.11) Turn the engine off and open the driver’s door to turn the H/U off and complete the
procedure.
If the software version does not match the one shown in Step 1.6.8, attempt the update process a
second time. If after a second attempt the update still has not completed successfully, update the head
unit software with USB flash drive following the steps outlined in TSB 15-236-18R.
IMPORTANT REMINDER: If the H/U software cannot be updated using FOTA, update the H/U
following the USB flash drive procedure outlined in TSB 15-236-18R. In such a case, a VIN / H/U
serial number mismatch may exist. The H/U must be removed, and the serial number recorded. In
these cases, the serial number is required to be entered in the Miscellaneous Detail field during claim
submission. In addition, capture a photo of the serial number tag for reference in case there is any
question about the serial number submitted. See the H/U serial number sample photos presented on
page 11 as reference.
Continued...
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2: FOTA Procedure Using Head Unit Connected to Secure Wi-Fi (Home Network or Hotspot
Device):
NOTE: The H/U clock must be set correctly in order to check for available FOTA updates.
2.1) If necessary, set the clock via GPS signal (Navi -equipped models only) or by smartphone
following steps from 1.1 or 1.2 above: “Navi/Radio internal clock settings”.
2.2) Connect to the network.
2.3) Select “Settings” from H/U Home screen.
2.4) Make sure the “Wi-Fi” is displayed on the Settings > General screen.
2.5) Select the desired Wi-Fi device from the “Wi-Fi Settings” list.
2.6) Select “Connect” and input the password of the Wi-Fi device to be used. When a
connection is established, the screen will display a Wi-Fi icon on top bar.
2.7) Perform Check for Available Update: (same as 1.5 above).
2.8) Perform Software Update: (same as 1.6 above).
2.9) Re-check Software version (same as Step 1 above) after update installation is complete.
2.10) Using the notes or photos collected at the start of this process in Step 2, reset the
customer’s preset stations and volume settings.
2.11) Go to Home screen.
2.12) Turn the engine off and open the driver’s door to turn the H/U off and complete the
procedure.
Continued...
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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
S/WARE VERSION CHECK, LATEST VERSION ALREADY INSTALLED, UPDATE
SUCCESSFUL BY FOTA
A031-271
0.3
S/WARE VERSION CHECK, LATEST VERSION ALREADY INSTALLED, UPDATE
DONE BY MOTA* OR USB, R&R H/U, RECORD SERIAL #
A031-272
0.7
S/WARE VERSION CHECK, S/WARE UPDATE REQUIRED,
UPDATE SUCCESSFUL BY FOTA
A031-278
0.4
S/WARE VERSION CHECK, S/WARE UPDATE REQUIRED, FOTA UPDATE FAILS,
UPDATE VIA USB, R&R H/U, RECORD SERIAL #
A031-288
1.3
Fail
Code
ZTA-48
*MOTA: Map Over The Air Update will update the the Map data ONLY. When performing the Map
Download procedure (updates are downloaded to a USB drive then installed into the H/U), BOTH
the Map data AND H/U software versions are “bundled” together and updated.
NOTE: If customers report a whited out or missing state after performing a MOTA update, this is
indicative of file corruption during the download process. In such a case, the data and map image
may be restored by downloading and installing the full map data via USB.
REMINDER: The COMPLETE 28-digit serial number is required to be entered in the
Miscellaneous Detail field during claim submission (no spaces or special characters).
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.
Continued...
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Appendix A
Harman 3.1 Software / Map Update Chronology
Release Date:
NEW H/U Version ID #:
Map Update Software ID #
7/1/2018
Rel4.18.11.50
Rel4.18.20.50
Rel_U1.18.20.60
Rel_U0.18.30.20**
12/5/2018
Rel_U1.18.38.50
n/a
3/18/2019
Rel_UA.19.01.70
Rel_UD.19.17.70**
8/16/2019
Rel_UE.19.22.70**
Rel_UE.19.25.70**
12/30/2019
Rel_UA.19.36.70
Rel_UA.19.42.70**
** NOTE: These Map Update Software I.D. numbers contain the same functional
updates as the corresponding New H/U Version I.D. numbers.
Appendix B
Links to Customer self-install instructions for FOTA Customer Instructions will be added to the
Subarunet Service Operations & Technical > Forms/Downloads page when they become available.
Once the links are available and to enhance customer satisfaction, consider providing customers with a
copy of the appropriate instructions for their audio or audio/ navigation head unit along with access to
your store’s secure customer WiFi network. Doing so will enable customers to try performing the FOTA
update on their own while at your retailer.
REMINDER: Retailers performing these updates are to follow the Service Procedures outlined in
this bulletin ONLY. Always follow the applicable service procedures as outlined in this and other
Service Bulletins. The additional steps and requirements supplied in Service Bulletins support a Subaru
Technician’s proper diagnosis and repair of any customer concern.
Bulletin Number: 15-256-19R; Revised: 01/28/20
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