Subarunet Announ

Subarunet Announcement
TO: All Subaru Retailer Service and Parts Departments
FROM: SOA Service & Quality Dept.
ATTENTION: Subaru Service and Parts Managers
FROM: Subaru of America, Inc.
DATE: August 21, 2020
SUBJECT: Concern with latest 2020 MY Legacy/Outback Gen 4 CP1 FOTA Software Update
On August 17, 2020, SBR released a Firmware Over-The-Air (FOTA) software update for 2020MY
Legacy/Outback models equipped with MID (Audio Only) or HIGH (Audio / Navigation) Gen 4.0
CP1 infotainment systems.
Following the update, SOA received isolated reports of a dark screen condition on initial boot
up. See example image below showing white outline appearing during boot up prior to going
dark. If this white outline is not observed, the condition may be a result of something other
than this FOTA.
As a result of these reports, the FOTA update has been discontinued as of August 21, 2020.
Customers potentially impacted will be notified via email that the FOTA release has been stopped
and to contact their Subaru retailer should they be experiencing any concerns after attempting
the update.
SOA continues to gather information about this condition. If a customer reports this concern,
SOA requests that the technician complete the following steps:
•
•
Basic diagnosis including DTC check. If DTC(s) are set, confirm if SSM will communicate
with related modules
Confirm what functions do work and what does not work on the units presented to
them including HVAC controls, Audio, Volume, Tuning, and Rear Camera
•
•
Report those details to the SOA Technical Helpline or submit a Quality Monitoring
Report (QMR).
Please include photos and videos of the current conditions as well as any details the
customer shares regarding the conditions when this started including any error
messages the system may have displayed, if the update failed, or if the update
completed successfully.
Currently the repair, should this specific condition occur, is to replace the CCU with an exchange
unit. When the CCU is removed, please note the serial number and include that with your claim
submission. Please note the CID is not affected this condition and should not be ordered as part
of these repairs.
CCU
CID
Additional updates will be shared as new information becomes available. Although we were
able to identify this concern and quickly discontinue the update, we apologize for any
inconvenience this has created for our retailers and our customers.
Questions may be directed to SOA’s Technical Helpline.