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 2019-21MY Vehicles with Gen 2 Telematics
NUMBER: 15-219-18R
SUBJECT:
		
Error Code 202 and / or 204 Generated During 		
Gen 2 Telematics Subscription Process
DATE: 06/21/18
REVISED: 07/17/20
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.
Use the table below to determine Telematics system / generation applicability.
Carline
MY 2016
2017 MY
2018 MY
2019 MY
2020 MY
2021 MY
Ascent
n/a
n/a
n/a
Gen 2
Gen 2
Pending
Crosstrek
Gen 1
Gen 1
Gen 1
Gen 2
Gen 2
Pending
Crosstrek Hybrid
n/a
n/a
n/a
Gen 2
Gen 2
Pending
Forester
Gen 1
Gen 1
Gen 1
Gen 2
Gen 2
Pending
Impreza
Gen 1
Gen 1
Gen 1
Gen 2
Gen 2
Pending
Legacy
Gen 1
Gen 1
Gen 1
Gen 1
Gen 2
Pending
Outback
Gen 1
Gen 1
Gen 1
Gen 1
Gen 2
Pending
WRX
n/a
Gen 1
Gen 1
Gen 1
Gen 1
Pending
BRZ
n/a
n/a
n/a
n/a
n/a
Pending
SERVICE PROCEDURE / INFORMATION:
VERY IMPORTANT: Any Technician or other retailer personnel who, despite service
documentation and training to the contrary, performs a DCM swap on a subscribed vehicle
should NEVER release that vehicle back to the customer until after confirming the proper
operation of the Telematics system. If the issue is first discovered only after the vehicle has been
released to the customer, then the retailer MUST contact the customer immediately to inform
the customer the ACN/AACN feature may not be functioning properly, and that the vehicle
must be returned for inspection as soon as possible.
NOTE: A flow chart to use as an additional diagnostic reference tool has been provided in
“APPENDIX A” beginning on pg. 5.
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: 15-219-18R; Revised 07/17/20
Page 1 of 6
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.
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 button briefly. Do you hear the pre-recorded
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, proceed to Step 3.
b. If BOTH lamps are ON, possible communications failure. Proceed to Step 3.
c. If the RED lamp (only) is ON, note possible internal DCM failure. Proceed to Step 4.
Continued...
Bulletin Number: 15-219-18R; Revised 07/17/20
Page 2 of 6
d. If the GREEN lamp (only) is ON, press the SOS button. Do you hear the pre-recorded
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 4.
ii.
If a STARLINK operator answers, inform them this is a test and end the call.
Wait 1 minute. Press the “i” button and confirm if a Roadside Support operator
answers.
1.
If a Roadside 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 6.
2.
If a Roadside Support operator does not answer, Proceed to Step 4.
Step 3. Press ONLY the blue “i” Button.
Is the pre-recorded message: “Not currently subscribed to STARLINK, please visit
mySubaru.com to upgrade your service” heard?
a. If YES, CommCheck complete, proceed to Step 5.
b. If NO, Proceed to Step 4.
Step 4. Collect 10 seconds of DCM data using SSM4.
a. Always confirm the SSM4 can communicate with the DCM. If no communication is
possible, verify power supply and ground before proceeding.
b. Retrieve any DTCs from the DCM. If DTCs are current, follow the applicable Service
Manual diagnostic procedure.
c. Confirm the VIN PID in the DCM data is populated with the Vehicle VIN.
(NOTE: VIN in SSMIII will be shown in hexadecimal format.)
i. A blank VIN PID is an indicator of a current Error 204 since this field will only
populate after the CommCheck is completed and the initial provisioning message
is received.
d. Note the subscription status as displayed in the SSM4 data: (e.g. Factory / ComCheck /
Subscribed / Unsubscribed).
i. If Factory mode indicated, contact Techline.
ii. If CommCheck is indicated, this is an indication CommCheck is in progress. If
after 45 minutes, the status still indicates CommCheck, contact Techline.
iii. If Unsubscribed is indicated, no LEDs should be illuminated. If any LED is
illuminated contact Techline, otherwise proceed Step 5.
iv. If Subscribed is indicated, the Green LED should be lit. Proceed Step 6.
IMPORTANT NOTE: When sending data to Techline, the Representative will ask for
information from a label located on the outside of the DCM. Remove the DCM following
the procedure in the applicable Service Manual. Take a clear picture of DCM label and have
it available to send to Techline when requested along with the project file.
Continued...
Bulletin Number: 15-219-18R; Revised 07/17/20
Page 3 of 6
Step 5. If all vehicle-side checks are successful, Retailer personnel responsible for the
subscription / enrollment process should attempt the enrollment process again. If same code(s)
continue to set, contact Techline for further assistance. If enrollment is successful- DONE.
Step 6. If all vehicle-side checks have found the DCM to have been successfully CommChecked
and Subscription Status is “Subscribed,” confirm operation of remote services by executing a
remote service request (e.g. a remote engine start) with the help of the customer. If the remote
service request completes successfully, this confirms the Telematics system is performing as
expected and can be released back to customer. If any remote service fails to execute or, the Red
LED illuminates, contact Techline for further assistance.
NOTE: The only effective way to confirm repair of a Telematics concern is to verify operation of
remote services through execution by using the MySubaru Mobile App or the MySubaru customer
web portal. Using the SOS button or i-Button successfully should in no way be considered a
full or functional test of remote services. There are many conditions which can occur that will still
allow the SOS and/or “i” button to function and reach a STARLINK operator although, some or all
of the remote services may not function. Remote service operational status can only be confirmed by
execution of a remote service request through either the MySubaru APP or the customer web portal.
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 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.
Continued...
Bulletin Number: 15-219-18R; Revised 07/17/20
Page 4 of 6
“Appendix A”
Key On,
Take note of
Telematics LED
lamps.
Green LED only on?
Both Red and
Green LEDs on?
Red LED only on?
No LEDs on?
Push SOS
Button.
Push SOS Button. Is the message
heard “Not currently subscribed to
STARLINK, please visit mySubaru.com
to upgrade your service”?
Is the message
heard “Not currently
subscribed to
STARLINK, please
visit mySubaru.com
to upgrade your
service”?
The call goes
through and
connects to
a STARLINK
operator.
No
Yes
Push i Button.
The message:
“Not currently subscribed
to STARLINK, please visit
mySubaru.com to upgrade
your service service”.
The message:
“Not currently subscribed
to STARLINK, please visit
mySubaru.com to upgrade
your service service”.
IS NOT HEARD
IS HEARD
Confirm DCM power, ground
and SSM4 communication.
Try Subscription process again
noting any error messages or if
subscription fails to complete
successfully.
Subscription SUCCESS
Vehicle is successfully
CommChecked or
Subscribed.
Subscription FAILURE
Contact Techline to continue
diagnosis. Have a picture of
the DCM label and 10 Seconds
of SSM4 Telematics data
prepared and ready to submit.
If Vehicle is Subscribed,
perform a remote service
request operation before
releasing vehicle.
Collect 10 seconds of
Data, saving the project
in preparation of working
with Techline to continue
diagnosis.
Collect 10 seconds of
Telematics data and save
the project in preparation
of working with Techline to
continue the diagnosis.
Confirm the VIN PID in the
DCM data matches the
vehicle VIN.
A
B
Continued...
Bulletin Number: 15-219-18R; Revised 07/17/20
Page 5 of 6
A
B
VIN IS populated.
VIN IS NOT populated.
Subscription Status
displayed in the SSM4 data:
Subscription
Status =
Subscribed
Subscription
Status =
Unsubscribed
Subscription
Status =
Factory
Subscription
Status =
CommCheck
Try Subscription process
again noting any error
messages or if subscription
fails to complete
successfully.
Subscription SUCCESS
Vehicle is successfully
CommChecked or
Subscribed.
Subscription FAILURE
Contact Techline to continue
diagnosis. Have a picture of the
DCM label and 10 Seconds of
SSM4 Telematics data prepared
and ready to submit.
If Vehicle is Subscribed,
perform a remote service
request operation before
releasing vehicle.
Bulletin Number: 15-219-18R; Revised 07/17/20
Page 6 of 6