15-261-20R

ATTENTION:
GENERAL MANAGER
q
PARTS MANAGER
q
CLAIMS PERSONNEL
q
IMPORTANT - All
Service Personnel
Should Read and
Initial in the boxes
provided, right.
SERVICE MANAGER
q
© 2020 Subaru of America, Inc. All rights reserved.
SERVICE BULLETIN
APPLICABILITY:
2020-21MY Legacy and Outback Models
NUMBER: 15-261-20R
SUBJECT:
		
Reprogramming File Availability for Optimization
DATE: 03/10/20
of Gen 4 Denso CP1 Infotainment Systems
REVISED: 12/18/20
INTRODUCTION:
The following information announces reprogramming file availability and provides a software
update installation procedure to optimize the new Gen 4 Denso CP1 Audio and Navigation head
units utilized in the models listed above. As in previous models, the procedure will involve either
downloading the software update files from Subarunet or using those sent directly from Nuspire to
the SDS Notebook and transferring them onto a USB flash drive for head unit installation.
It is VERY IMPORTANT to read and understand this information completely before proceeding.
A time line chart along with a complete list of all the conditions addressed and enhancements
included in this and previous Denso software updates are provided in “Appendix B” and
“Appendix C” located at the end of this bulletin.
IMPORTANT NOTE: THERE ARE 4 (FOUR) FILES REQUIRED TO COMPLETE THIS
UPDATE FOR 2020MY LEGACY AND OUTBACK BUT ONLY 3 (THREE) ARE REQUIRED
FOR 2021MY LEGACY AND OUTBACK. ALL UPDATE FILES MUST BE DOWNLOADED
TOGETHER TO THE USB FLASH DRIVE BEFORE STARTING THE UPDATE. PERFORMING THIS UPDATE USING A USB FLASH DRIVE WITH ANY OF THE REQUIRED UPDATE
FILES MISSING WILL LEAD TO A NON-RECOVERABLE FAILURE OF THE COCKPIT
CONTROL MODULE (CCU) REQUIRING CCU REPLACEMENT.
11.6-Inch Display, Mid and High Level Units
NOTE: For HIGH (Navigation equipped) and MID level units,
see the WRH-20 Recall and WRI-20 Service Campaign Bulletin.
Materials Required:
Dual 7.0-Inch Display, Base Level Unit
Three (3) empty, USB 2.0 or 3.0 storage devices (flash drives) will be needed to perform the
update procedure. The devices should be dedicated to storing and transferring these updating files
only. They must be a minimum of 16GB or more in size and contain a NTFS file format before
downloading the update files onto them. Be sure to locate and re-format any existing USB drives
used for updating audio units. They must be fully cleared before adding these new update files to
them.
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IMPORTANT NOTES:
•
NEVER change the update file names after downloading them.
•
NEVER save any other files on the same flash drive.
There are various types of USB flash drives available from many suppliers. If the head unit does
NOT recognize the USB drive during the reprogramming process due to Controller IC type of USB
drive or compatibility with the head unit, confirm the flash drive format is NTFS. The flash drives
must be formatted for NTFS. If a recognition problem persists, use USB flash drives from another
manufacturer.
•
Kingston®:
DataTraveler G3 Series DataTraveler 100 G3 DT100G3
DataTraveler SE9 Series DataTraveler SE9 G2 3.0 DTSE9G2
Digital Data Traveler 3.0 USB Flash Drive - Violet DTIG4
•
SanDisk®:
Ultra Series SDCZ48-064G-J57
Cruzer Blade Series
Cruzer Glide Series CZ60 SDCZ60-064G-B35
•
Transcend®:
JetFlash 790 Series TS64GJF790KBE
•
PNY®:
Retract USB 3.0 Flash Drive, black (P-FD64GTRTC-GE)
•
Silicon Power®:
2 Pack USB 3.0/3.1 Gen1 USB Flash Drive Blaze B02
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SERVICE PROCEDURE / INFORMATION:
REMINDERS:
• Customer satisfaction and retention starts with performing quality repairs.
•
For HIGH (Navigation equipped) and MID level units, see the WRH-20 Recall and WRI-20
Service Campaign Bulletin.
STEP 1- VERY IMPORTANT: Before proceeding with the software updating procedure, the
currently installed software version ID MUST be confirmed by following the steps below:
1a) After starting the engine and system boot-up completes, from the HOME screen, touch the
Settings button.
1b) Press the General button. Use the down arrow to scroll to System Information then press to
display the System Information / Version information.
The examples below identify the head unit model and the last 6 digits signify the software version
number. Examples:
•
F11GHMxxx-xxx (High model software)
•
F11GMMxxx-xxx (Mid model software)
•
F11GBMxxx-xxx (Base model software)
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If on a 2020MY Legacy and Outback, the software version number (xxx-xxx) is 020-501, 020-502,
021-503 or 022-504, proceed to STEP 2 below. If the software version on a 2020MY Legacy or
Outback is 032-280 or higher, STOP as the unit already has the latest software version installed.
Proceed to the WARRANTY / CLAIM INFORMATION section of this TSB and process a Version
Check Only claim.
If on a 2021MY Legacy and Outback, the software version number (xxx-xxx) is 008-500, proceed to
STEP 2 below. If the software version is 030-880 or higher, STOP as the unit already has the latest
software version installed. Proceed to the WARRANTY / CLAIM INFORMATION section of the
TSB and process a Version Check Only claim.
STEP 2- Prepare the USB:
CAUTION: Do not use any USB flash drive which utilizes file organizing software or an operating
system.
VERY IMPORTANT: Before attempting to download any data files, confirm the PC and flash
drives being used are not infected with any virus. The flash drives MUST be formatted for NTFS.
•
Make sure the USB flash drive contains no other
files.
•
Right click on the corresponding “Removable
Disk”.
•
Select “Format”.
•
From the File System drop-down menu, select
“NTFS”
•
Check the “Quick Format” box (if not already
done).
•
Click on “Start” to format the USB flash drive.
STEP 3- Download the Update Files to the USB:
The files are available for download on Subarunet (see “A” below).
The applicable reprogramming files have also been sent directly to retailers by Nuspire in the same
way a Select Monitor Update would be pushed out. (see “B” below).
Follow “A” when using files downloaded from Subarunet.
Follow “B” when using the files sent directly to the SDS notebook from Nuspire.
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“A” When using update files downloaded from Subarunet:
Click Here to Access the Downloads for Audio/Navigation Information on Subarunet
A:
IMPORTANT: Files downloaded from Subarunet will be .zip files and must be unzipped before they
can be used. Using the normal audio / navigation system file update download procedure: Go to
Subarunet, select Service Operations and Technical>>Forms/Downloads>>Gen 4/Denso for Audio/
Navi then click on the applicable Hyperlink to download the file(s) to your SDS Notebook or PC:
Updates for Gen 4.0 Denso Audio and Navigation Head Units - 2020MY Legacy / Outback
(Recalls:WRH-20 and Campaign: WRI-20):
BASE-20-Legacy-Outback-Denso-CP1 AUDIO UPDATE-DECEMBER 2020
Updates for Gen 4.0 Denso Audio and Navigation Head Units - 2021MY Legacy / Outback
(Recalls:WRH-20 and Campaign: WRI-20):
BASE-21-Legacy-Outback-Denso-CP1 AUDIO UPDATE-DECEMBER 2020
•
Go to Downloads.
•
CAUTION: After download is complete, NEVER change the file or folder names.
•
Open / display the contents of File folder, for example:
“200916_RC2011_20MY_NA_Base_Update_PKG(F11GBM032-280).zip”
•
Click on “Extract All Files”.
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•
The screen below will appear to set a destination for the extracted file.
•
Double-click on the required file (for this example, select the file entitled “200916_
RC2011_20MY_NA_Base_Update_PKG(F11GBM032-280)”).
•
Copy all files then paste (or click / drag) it to the “clean” USB flash drive as listed
(Removable Disk) in the directory.
IMPORTANT NOTE: There are 4 (FOUR) FILES required to complete this update for 2020MY
Legacy and Outback but only 3 (THREE) ARE required for 2021MY Legacy and Outback. ALL
update files MUST BE DOWNLOADED TOGETHER to the USB Flash Drive before starting the
update. PERFORMING THIS UPDATE USING A USB FLASH DRIVE WITH ANY OF THE
REQUIRED UPDATE FILES MISSING WILL LEAD TO A NON-RECOVERABLE FAILURE OF
THE COCKPIT CONTROL MODULE (CCU) REQUIRING CCU REPLACEMENT.
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•
To avoid confusion, use a permanent marker to label each flash drive with the file contents
(e.g. BASE Denso CP1, MID Denso CP1 or HIGH Denso CP1).
•
Go to Step 4.
“B” When using update files sent directly from Nuspire:
•
Go to My Documents on the GUI screen click on the folder “Denso CP1 Audio-Navi Update
Files” to display the list of available update files shown below.
•
CAUTION: After download is complete, NEVER change the file or folder names.
•
Double-click on the required folder (for this example, select the file entitled “BASE”) and the
update file will display as shown.
•
Select all files and either copy / paste or click / drag it to the USB flash drive.
•
Once all files have been loaded onto the USB flash drive, right click on the drive and select
“Eject”.
•
Remove the USB flash drive after the prompt appears that says “Safe to Remove Hardware”.
•
Mark the USB to indicate the head unit it will update (BASE Denso CP1 in this example).
•
Repeat the above steps to create the BASE or MID Denso CP1 and HIGH Denso CP1 USB
flash drives as needed using a separate USB drive for each update folder.
•
Proceed to STEP 4 below.
STEP 4- Perform the software update. REMINDER: This information is only applicable to BASE
trim models. For HIGH and MID trim models, see the WRH-20 Recall and WRI-20 Service Bulletin.
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CAUTIONS:
•
Do not attempt to install the software immediately following an exchange installation.
Let the system restart first and operate for 20 minutes.
•
Do not attempt to install the software a second time for 30 minutes following prior
software installation.
•
Do not attempt to install the software for at least 30 minutes after completing a FOTA
update.
4a) Perform the update in a well ventilated location if updating with the engine running OR with
the ignition ON and a battery charger connected.
4b) PRESS and HOLD the RIGHT-side temperature control buttons (both up and down) and
press the Tune/Scroll knob 6 times then release all to display the Dealership Mode Menu.
Base
4c) Select Software Update from the Dealership Mode menu.
Base
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IMPORTANT NOTE: On a RARE occasion, the message “Software update setup is initializing…”
may be displayed. Should this occur, proceed to “Appendix A” starting on pg. 12 of this bulletin
for further instruction. For critical Service Bulletin helpful tips to prevent unnecessary hardware
replacement, follow the link to an important Subarunet message: https://www.subarunet.com/home/
home.html#/Announcement/83194.
4d) The screen below will be displayed.
Base
4e) Insert the H/U reprogramming USB into the USB port and press OK.
NOTE: If after plugging in the USB, the screen displays a Software Loading Unsuccessful
message, confirm the USB device has been properly formatted and the the software on the device
matches the H/U being reprogrammed (example: Base software is being used to update a Base H/U).
Base
NG
OK
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4f) The screen below will be displayed. Press OK to start the software update.
NOTE: The actual software version displayed will be different from the picture shown below.
Base
Please refer to
the following
table.
Software Version Table
Version Table
20MY
Version Table
21MY


Current Version
Current Version
Model
MSOC Version
Model
MSOC Version
Base
F11GBM020-501 or F11GBM020-502 or
F11GBM021-503 or F11GBM022-504
Base
F31BHM008-500
Available Version
Available Version
Model
MSOC Version
Base
F11GBM032-280
Model
MSOC Version
Base
F31BBM030-880
4g) Once the update begins, the screen below will be displayed with a progress bar. It takes about 15
to 20 minutes for the update to complete.
VERY IMPORTANT: NEVER turn off the ignition while the software update is in process.
Base
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4h) When the software update is complete, the following screen will be displayed (the actual
software version will be different).
Base
Press “OK”
IMPORTANT NOTE:
On a rare occasions a “Software Update Incomplete” message may appear in this step which occurs due
to a bug in the software update procedure. Proceed to Step 4i below to confirm the software version
has been updated to the latest version.
For critical Service Bulletin helpful tips to prevent unnecessary hardware replacement, follow
the link to an important Subarunet message: https://www.subarunet.com/home/home.html#/
Announcement/83194.
4i) Select OK in the screen above then remove the H/U reprogramming USB from the USB port.
4j) Turn the Ignition OFF, open the driver’s door then close the driver’s door.
4k) Wait for 3 minutes, then turn the ignition ON.
4l) Access Dealership Mode following steps provided item 4b and using the tables below, confirm
the software update completed successfully.
NOTE: The new Software Version number must be entered when prompted at claim entry.
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.
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Software Version Table
Version Table
20MY
Version Table
21MY
Model
MSOC Version
Model
MSOC Version
Base
F11GBM032-280
Base
F31BBM030-880(Base)
4m) Turn the ignition OFF, open the driver’s door then close the driver’s door to complete the
procedure.
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
DENSO CP1- SOFTWARE VERSION CHECK ONLY
A031-178
0.2
DENSO CP1 SOFTWARE UPDATE-INCLUDES VERSION CHECK
A031-173
0.6
Fail Codes
ZTG-48 (BASE)
REMINDER: The new Software Version number must be entered when prompted at claim entry.
NOTE: A ONE-TIME charge of $30.00 can be claimed in sublet to cover the cost of the USB flash
drives. Repeated re-formatting of the USB drives used for reprogramming can compromise their
ability to operate properly. Over time, hardware connections can loosen and stored data files can
become corrupted. Retailers are responsible for replacing any worn or otherwise inoperable USB
drives as needed. This compensation is intended to help defray those costs.
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.
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“APPENDIX A”
Follow this procedure in the RARE case of “Software update setup is initializing…” message is displayed:
•
If the screen shown below appears, WAIT for approximately 15 minutes or as long as necessary
to allow the Software update setup initialization process to complete.
Base
High/Mid
•
The screens shown below will be displayed when the process completes.
Base
High/Mid
1. Turn the ignition OFF, open the driver’s door, close the driver’s door and WAIT for 3 or more
minutes before proceeding further.
2. Open the driver’s door again and either turn the ignition ON (if a charger is connected) or start the
engine.
3. Go to Dealership Mode menu again (PRESS and HOLD the RIGHT-side temperature control
buttons (both up and down) and press the Tune / Scroll knob 6 times then release all to display the
Dealership Mode) and select Software Update as in STEP 3 beginning on pg. 8.
IMPORTANT NOTE: If this procedure is required, contact Techline as additional action may be
necessary.
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“APPENDIX B”
Denso Gen 4 Software Update Timeline (TSB Number: 15-261-20)
Update #
Version
Release Date:
0
0
9/1/2019
F11GHM020-501/502 (High model software)
F11GMM020-501/502 (Mid model software)
F11GBM020-501/502 (Base model software)
NEW Software Version ID #:
- Start of Production for 20MY Outback/
Legacy
Conditions Addressed:
1
RC1912
2/24/2020
F11GHM021-503 (High model software)
F11GMM021-503 (Mid model software)
F11GBM0021-503 (Base model software)
- See “Conditions Addressed by Update
#1” as outlined in “Appendix C” below.
2
RC2003
6/24/2020
F11GHM022-504 (High model software)
F11GMM022-504 (Mid model software)
F11GBM022-504 (Base model software)
See “Conditions Addressed by Update #2”
as outlined in “Appendix C” below.
3
RC2011
12/14/2020
Rel F11GBM032-280 (20MY Base model software) See “Conditions Addressed by Update #3”
Rel F11GBM030-880 (21MY Base model software) as outlined in “Appendix C” below
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“APPENDIX C”
Conditions Addressed By Update #1:
Symptom # Description of Symptom:
1
The CP1 display and/or center Combination Meter display freezes.
No response from touch screen or voice guidance. After switching the ignition off
and opening the driver’s door, the system does not recover**.
Display Freezes
Touch Buttons Unresponsive
2
3
**NOTE: After switching the ignition off and leaving the driver’s door open more
than 70 seconds, the system may recover after switching the ignition back on.
Delayed response of rear view camera guide lines.
When the rear view camera is activated and the steering wheel is turned, there is a
delay before the steering-responsive guide lines respond to the steering wheel input.
Fuel consumption display has unnecessary ‘Φ’ mark when changing mileage unit to
Km.
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Symptom # Description of Symptom:
4
Diagnostics Recorder Data cannot be exported to the USB memory device. When
the diagnostic log data is being downloaded (by selecting: Dealership Menu >
Diagnostics Recorder > Export Data to USB), it fails after the progress bar reaches
almost 90% with an error message of Export failed. Please try again.
Export Failed. Please Try Again.
5
When using Voice Recognition to search for a ‘Nearby POI’ (Point of Interest) in
Canada with FRENCH language selected, the CP1 display turns black and displays a
Caution / disclaimer message.
Voice Recognition
Black Screen
Caution / Disclaimer Message
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Symptoms Addressed By Update #2:
Symptom # Description of Symptom:
1
Several minutes after Engine start, the Center Information Display (CID) reboots.
2
After an extended period of usage, some white blinking dots appear on the display.
White Blinking Dots
3
4
5
6
7
8
The display screen freezes or becomes blank (black screen) after a CD is inserted.
This symptom occurs when a CD with over 99 characters of Artist Name Data is used.
CID reboots.
In a case where the system was shut down with SXM selected as the audio source, the
CID reboots after the next start up.
SXM does not resume playing instantly.
In a case where the system was shut down with SXM selected as the audio source, SXM
takes more than 20 seconds to resume play after the opening screen is displayed (when it
normally only takes approximately 5 seconds.)
Radio station does not resume playing (no audio output).
In a case where the system was shut down with Radio being selected as the audio
source, audio output does not resume at the next start up. Once the audio source is
changed to SXM, SXM plays normally but, if the source is changed back to the Radio,
audio does not return and the radio display is also lost.
Customer-selected Equalizer settings are lost. Equalizer returns to the default settings
after ignition switch is turned OFF and back ON.
The media source cannot be changed.
Even if  or  is selected, the media source does not change. In addition,
Voice Recognition stops functioning at the same time. This condition occurs when the
volume setting is continuously changed while the CID is booting.
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Symptom # Description of Symptom:
9
In a case where the system was shut down while the Navigation map screen was being
displayed, the display goes blank (black screen) soon after the Disclaimer screen is
displayed after restarting.
10
CID reboots repeatedly after setting a destination using the Navigation system.
11
CID reboots while using the Pandora application via CarPlay.
12
Bluetooth connection cannot be reestablished when using certain smart phones.
When using Android Auto on certain smartphones, a Bluetooth connection cannot be
reestablished automatically once it has been disconnected.
13
CarPlay connection cannot be established.
When connecting an iPhone via USB, ”CarPlay Unavailable” is displayed and CarPlay
does work.
14
The HOME screen goes blank.
When the screen is switched from Camera mode to HOME, no icons are displayed as
shown below.
List of New Functions and Enhancements Included in Update #2:
Number
1
2
New Functions and Improvements:
The previously selected customized map orientation setting is memorized even after
ignition OFF / ON. If the customer changes the map orientation setting, the change is
automatically retained.
Pin display of POI is now available.
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Number
3
New Functions and Improvements:
In the 2D and 3D HU display mode, the vehicle position icon on the Navigation map is
easier to identify:
• Icon size increased from 7mm to 9mm.
•
Icon color has been changed to Dark Blue.
•
Icon position (when using route guidance) stays at the same position as when
not using route guidance.
•
Icon has been re-positioned 9mm higher on the display.
4
The ISS (Auto Start Stop) button has been moved to the upper layer in the Car Setting
menu. By touching the “Car Setting” icon, the Auto Start Stop and Cruise Control
Acceleration Characteristics menus can be accessed immediately, whereas selecting
“Others” in the Car Setting screen was required to access these menus.
5
HVAC control buttons of base grade are now larger and easier to see.
6
Time zone and Summertime are now automatically selected.
Default setting of clock setting is Auto. The time zone is changed according to the
vehicle location, and Summertime is automatically set according to the calendar.
Clock setting can be selected by touching the clock display in the status bar.
AlbumArt is displayed when music is played and now continues to be displayed when
the vehicle is in motion.
7
8
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Number
9
New Functions and Improvements:
CarPlay screen is now expanded from half size (horizontal) to full screen (vertical).
10
When using CarPlay or Android Auto, a “CarPlay” or “Android Auto” tab will now
appear on the Media tab bar. By selecting this tab, music data and metadata can be
browsed.
11
When using route guidance with CarPlay navigation,  descriptions will
be displayed both in the Information bar of CID and in the MID located in the center of
the combination meter.
By touching the new CarPlay button located at the top of the CID, the CarPlay menu can
be accessed easily.
12
13
14
15
In a case where the system is shut down while is CarPlay connected, the system automatically resumes the connection at the next start up.
 Voice Recognition function is ready to use faster than with previous version.
Gracenote Media Database updated to November 2019.
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Number
16
New Functions and Improvements:
1. Sirius XM Smart Favorites menu has been removed from SiriusXM Settings
2. Going forward first 10 set Sirius XM presets are now smart favorites by default
3. Smart favorite channel has “star” added to the preset button
Indicator Added
List of New Functions and Enhancements Included in Update #3:
Symptom #
Description of Symptom:
Microphone level indication is incorrect. Refer to TSB 15-275-20. The indicator
1
level has been corrected.
2
3
Voice recognition (VR) does not work correctly with short words. When short
words (e.g ‘Yes”) are pronounced, the system does not recognize them correctly.
The VR program has been corrected to recognize short words.
After the system has been booted, the system freezes and reboots repeatedly
when the immediately after Andoroid Auto is activated. The program has been
corrected to prevent this symptom.
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Enhancement Included In Update #3:
The Auto Stop-Start On/Off function is difficult to use (find) in SUBARU
STARLINK® Multimedia. The function button has been moved from the
bottom to top layer of the system for easier use.
1
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