15-221-18R

ATTENTION:
GENERAL MANAGER
q
PARTS MANAGER
q
CLAIMS PERSONNEL
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IMPORTANT - All
Service Personnel
Should Read and
Initial in the boxes
provided, right.
SERVICE MANAGER
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© 2018 Subaru of America, Inc. All rights reserved.
SERVICE BULLETIN
APPLICABILITY: 2017-21MY Impreza
		
2018-21MY Crosstrek
		
2018-19MY Legacy and Outback
		
2019-21MY WRX and WRX STI
		
2019-21MY Ascent
		
2018-21MY BRZ
SUBJECT:
		
NUMBER: 15-221-18R
DATE: 04/11/18
REVISED: 02/12/21
Harman Audio / Infotainment: Harman Generation
3.0 and 3.1 Operating Tips
HOME
TABLE OF CONTENTS
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Click the bulletin number/date located in the footer to return to page 1
SECTION
TITLE
PAGE
0.0
General
2
1.0
Rear View Camera (RVC)/ Back-up Camera
12
2.0
Clock
15
3.0
Head Unit or Display On/Off
17
4.0
Audio Output
19
5.0
Audio source: sXM/AM/FM
21
6.0
Application: Android Auto and CarPlay
24
7.0
Notifications
32
8.0
Bluetooth (BT)/Hands free phone Operation
32
9.0
Navi Operation
38
10.0
DTCs
40
11.0
Setup
41
12.0
Software Update
44
Continued...
Bulletin Number: 15-221-18R; Revised 02/12/21
Page 1 of 45
0.0
General
INTRODUCTION:
This bulletin provides helpful information about operating conditions observed in the field for Technicians to use
when diagnosing customer concerns which may arise while operating Harman Gen 3 Navigation and Display Audio
systems. We will continue to add to this bulletin as more information becomes available.
CONDITION# 0.1 Head Unit Lockup:
a. HMI (Human Machine Interface) locked up
b. Touch screen not taking input
c. Complete system locked up (no hard keys and no audio)
d. Only the STARLINK screen is shown
CAUSE:
1. Checking for audio in an internally amplified system will indicate, if the microprocessor is
communicating and processing audio. In Harman Kardon amplifier equipped audio systems,
if audio is present, it means the Head Unit is sending CAN data to communicate with the
amplifier. If you do not hear anything on a Harman Kardon amplifier equipped system, no
absolute conclusions can be drawn as there can be multiple causes of no audio (e.g. no CAN
activity, faulty audio connections, faulty amplifier, etc.).
2. If hard keys are working, this could indicate that the touch panel is having issues. The system
is up and running, but touch screen input is not being registered.
3. If hard keys are working, this helps determine the system is receiving input and responding
to that input (volume, source changes, preset advance, VR, etc.).
4. Another example of checking that the Operating System is responding. From past reports,
detecting a CD/USB was often reported as a freeze or lockup, but the rest of the system was
operating.
NOTE: Past reports of not receiving phone calls on the head unit were reported as a freeze or lockup
but found to have lost connection between phone and Head Unit.
Based on the data collected follow the service manual to complete diagnostic and isolate the concern
leading to a repair.
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
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excellence
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Environmental
Management Systems. Please recycle
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and in accordance with all local, state
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Continued...
Bulletin Number: 15-221-18R; Revised 02/12/21
Page 2 of 45
RECOMMENDATION:
List of things to try:
1. Confirm if audio is working- Note if working from all speakers and if volume can be adjusted
2. Are the hard keys working?
3. Are the steering wheel controls working?
4. Is the USB detected? CD detected? -> is audio playing?
5. Does the phone show that it is still paired? Does the head unit show active pairing?
Based on the data collected follow the service manual to complete diagnostic and isolate the concern
leading to a repair.
CONDITION# 0.2 Blank/Black Display:
•
Backlight off
•
HMI showing black screen
•
Broken volume knob
CAUSE:
1. If the HMI is still visible, this points to an issue with the display backlighting.
2. Backlit buttons indicate the HU is receiving power and certain components on the HU are
operating. Note: that flashing buttons may indicate the system is rebooting.
3. Audio output present and volume level adjustable indicates the microprocessor is running –
this could narrow the issue down to a service crash (HMI) or for example, a connection issue
(but not necessarily guarantee either of these are the cause).
4. If the screen is turned off via the volume button or Settings menu entry, hard keys will turn
the screen back on. If the user is experiencing this every ignition cycle without turning the
screen off themselves, this could be a problem with the volume knob being broken or stuck.
5. For vehicles not equipped with an external amplifier, a beep sound when the screen is pressed
indicates the microprocessor is running and receiving input from the touch panel. Possibly a
backlighting issue. For vehicles equipped with a Harman Kardon amplifier, if a beep is not
heard, this could indicate the amplifier is not communicating or the system is not sending a
request to the amplifier to play a beep. In this scenario, it is hard to draw a conclusion.
6. Confirm the Head Unit (HU) is communicating on CAN. If none of the HU CAN messages
are being seen, the HU could be stuck in an off state as it is not reacting to CAN wakeup.
RECOMMENDATION:
List of things to try:
1. Short or Open circuit: Current draw (use clamp meter on battery wire going into the radio).
Note the current draw to help determine what state the HU is in.
2. Shine flashlight on the screen and see if HMI is still there
3. Are the buttons backlit?
Bulletin Number: 15-221-18R; Revised 02/12/21
Continued...
Page 3 of 45
4. Do you hear audio? Can you change the volume? Can you change the audio source?
5. Does pressing hard keys awake the display screen?
6. When pressing the screen – do you hear a beep (conclusion can only be drawn when hearing
a beep)?
7. Check CAN for trouble.
Based on the data collected follow the service manual to complete diagnostic and isolate the concern
leading to a repair.
CONDITION# 0.3 HMI partially shown:
CAUSE:
1. Audio output means the services are working => the microprocessor is operating.
2. For vehicles not equipped with an external amp, a beep sound when the screen is pressed
indicates the microprocessor is running and receiving input from the touch panel. Possibly
a backlighting issue. For Harmon Kardon amplifier vehicles, if a beep is not heard this
could mean the amplifier is not communicating or, the system is not sending a request to the
amplifier to play a beep. In this scenario, it is hard to draw a conclusion.
3. Certain buttons/labels are dependent on software configuration or CAN messages. Knowing
what is shown and what isn’t shown helps to diagnose the root cause.
4. Audio services are running, indicating the microprocessor is not locked up.
5. If the issue is addressed, this points to something causing the HMI to not update correctly,
helps narrow down the issue to possibly a timing issue or an issue with the HMI.
RECOMMENDATION:
List of things to try:
1. Do you hear audio? Can you change audio source?
2. When you press the screen – do you hear a beep (conclusion can only be drawn when hearing
a beep)?
3. Are button labels there - no/some/all labels?
4. Is metadata shown (album, name of song, …) on the display?
5. Can you change between screens using the hard keys?
a. When you go back to blank screen – still in that state?
Based on the data collected follow the service manual to complete diagnostic and isolate the concern
leading to a repair.
Continued...
Bulletin Number: 15-221-18R; Revised 02/12/21
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CONDITION# 0.4 Audio Output:
•
No audio could be heard
•
No control of audio
•
Poor audio quality
CAUSE:
1. When the head unit is configured for an external amplifier but installed in a vehicle without
an external amplifier results in no volume control. Head unit to be set for four speakers or six
speakers installed into a vehicle with an HK amplifier will experience things like double (or
echo) beep sounds when the touch screen is pressed, NAVI prompts and music playing at the
same time.
2. Confirming speaker wiring and related connections.
3. Knowing the audio source which a concern helps with trying to recreate the issue and
determine if it is a signal strength issue (for tuner sources) or possibly an audio processing
issue. If the condition occurs on all sources, it could be audio processing or a problem with
speaker connections, the speakers, or the amplifier.
4. Audio will either not output on certain channels if speaker outputs are open. Audio will
sound static or distorted when shorted.
5. Four speakers or six speaker Head Units will report DTCs for short or grounded connections
for each channel in case of the wrong configuration. External amplifier will register DTCs
for HK amplifier systems.
6. If the volume indicator is shown but volume level does not change, this could be because
the Head Unit is configured for external amplifier, but no external amplifier is connected. If
the volume indicator is not shown, it is possible certain audio services are not responding or
crashed.
RECOMMENDATION:
List of things to try:
1. Is the part number of HU for internal or for use with an external amplifier?
2. Is there continuity on all the speaker outputs?
3. Does the issue occur on a specific source? Are any speaker outputs grounded/shorted?
4. Any DTCs for speakers (for externally amplified radios path between HU and amplifier is
not checked)?
5. Is volume control functional?
6. Is static heard on all channels (only left/right, front/back)?
In case the audio output is not restored, please follow troubleshooting flowchart using the link on
Subarunet (Service Operations & Technical/ Forms and Downloads) and capture the results in the
applicable questionnaire.
Continued...
Bulletin Number: 15-221-18R; Revised 02/12/21
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•
Gen 3 Harman
Based on the data collected follow the service manual to complete diagnostic and isolate the
concern leading to a repair.
CONDITION# 0.5 iPhone is connected to the hub but CarPlay doesn’t launch/function:
CAUSE:
•
Indication of the phone charging confirms the USB hub is connected to power.
•
If CarPlay/Android auto button is colored, this indicates the system recognizes that a CarPlay
or Android Auto device is connected.
•
When connected the CarPlay logo should appear. It means the phone is reacting to the
request to load CarPlay. Some devices will just change the top status bar color to blue.
•
Sometimes cables that are not Apple certified are purchased from Amazon (cheaper cost) but
do not allow for data transfer speeds required for CarPlay.
•
Hub is only powered on via ACC line.
•
This helps narrow down the variables, if the phone isn’t working in multiple cars then this
points to an issue with the phone. If another phone does not work in customer’s vehicle, then
some of the other components should be looked at (hub, cables, HU).
•
Device compatibility is important here, certain devices may be too old and no longer
supported, or newer devices may have some new software that is not yet supported.
•
Always important to note the version the phone is running. There are cases where certain
versions of iOS may have had stability issues.
RECOMMENDATION:
List of things to try:
•
Is phone charging? Confirm connection from hub to Head Unit.
•
Carplay icon gray or in color?
•
Does Carplay show up on the phone? Does it show blue bar on the top of the phone?
•
Original cable used? Damages?
•
Is ACC on?
•
Does phone work in another vehicle? Does another phone work in this vehicle?
•
Is the phone listed as a compatible device in the owner manual?
•
What’s the IOS version?
Based on the data collected follow the service manual to complete diagnostic and isolate the concern
leading to a repair.
Continued...
Bulletin Number: 15-221-18R; Revised 02/12/21
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CONDITION# 0.6 Black display/No Rear View Camera image displayed when vehicle is in 		
			 reverse:
•
System does not switch to rear camera view.
•
Gridlines not shown on screen.
• Active, static or both types.
•
Black screen shown.
• With or without gridlines?
CAUSE:
1. Seeing an indication on the dashboard the vehicle is in Reverse means CAN signal is being
sent on the CAN bus (where CAN is used).
2. Power on the reverse line going to the Head Unit when shifting to reverse.
3. Confirm the harness is fully connected between HU and camera. Check for loose/bent/
broken pins.
4. If the Head Unit works normally in another vehicle, this points to a possible issue with the
camera or the harness connections.
RECOMMENDATION:
List of things to try:
•
Does the cluster indicate the vehicle is in reverse?
•
Is there power on the reverse line going to the Head Unit when shifting to reverse? Measure
voltage on Pin 2 of the 28 pin harness then check if there is a non-zero voltage present on the
line when the vehicle is shifted to reverse.
•
Is there CAN activity? Use the dealer menu to check for CAN presence or, use SSM tool to
check for any DTCs and HU part number.
•
Dealer menu has a rear camera section which allows for gridlines to be enabled/disabled.
•
Is the connection to the camera complete?
•
If the HU is swapped into another vehicle, does the issue still occur?
Based on the data collected follow the service manual to complete diagnostic and isolate the concern
leading to a repair.
Continued...
Bulletin Number: 15-221-18R; Revised 02/12/21
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CONDITION# 0.7 Learning about three types of resets: Reboot, Restart and Factory Reset:
RECOMMENDATION/EXPLANATIONS:
This procedure represents the ordinary shutdown process of the Head Unit (HU) and explains how
the state of the HU changes due to actions and with time.
States:
Radio on: Is booting or is booted but display, audio and is not available (like a computer where
display is disabled)
Radio active: Radio is on + display is shown, entertainment features are available
CAN on/off: Vehicle bus is on and sending messages back and forth
Point of no return: At this point, you can‘t stop the shutdown process anymore > radio won‘t turn
back on until the shutdown is completed.
What would happen if ignition was turned on at certain points in the shutdown procedure?
1. Radio would stay on and active.
2. Radio would stay on and active.
3. Radio would stay on and get active.
4. HU would complete the shutdown procedure and start up again > it could take up to 15
seconds until the radio turns back on.
Critical point: If driver shifts into reverse during this period, the shutdown process would stop
(Reverse Camera delay) > if undo reverse the HU will continue the shutdown process and only show
the reverse camera screen > during this time frame no other features will be available!
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CONDITION# 0.8 The shutdown process of the HU influenced by an ACC delay:
RECOMMENDATION/EXPLANATIONS:
ACC delay:great
Occurs if ignition is turned off and door is not opened. It takes 3 minutes until the start of radio
shutdown.
What would happen if ignition was turned on at certain points in the shutdown procedure?
1. Radio would stay on and get active.
2. HU would complete the shutdown procedure then start up again > it could take up to 15
seconds until the radio turns back on.
Critical point: If driver goes to reverse during this period, the shutdown process would stop (Reverse
Camera delay) > if undo reverse the HU will continue the shutdown process and only show the
reverse camera screen > during this time frame no other features will be available!
CONDITION# 0.9 Shutdown process of the HU influenced by a Smart Accessory delay:
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RECOMMENDATIONS/EXPLANATIONS:
Smart Accessory delay:
The delay occurs when customer pairs a phone > starts a phone call then turns off the ignition off
during the call. As a result, the normal accessory delay time of 3 minutes changes to 10 minutes,
as long as the phone call is active and unless a door is opened. If a door is opened, the procedure
continues from action „Door open“ as shown in the diagram above.
What would happen if the ignition was turned on at certain points during the shutdown
procedure?
1. Radio would stay on and get active.
2. HU would complete the shutdown procedure and then start up again > it could take up to 15
seconds until the radio turns back on.
Critical point: If driver shifts into reverse during this period, the shutdown process will stop
(Reverse Camera delay) > if shifted back out of reverse, the HU will continue the shutdown process
and only show the reverse camera screen. During this time frame, no other features will be available.
CONDITION# 0.10: Restart vs. Factory Reset:
RECOMMENDATION:
1. Restart HU by holding the volume button and select button for 10 seconds. This forces a
“cold” boot > there is no ordinary shutdown procedure.
2. Factory reset: by clicking Factory Data Reset in Settings > Factory reset should be the last
thing to try. Only for use in serious cases as it clears the following settings/data:
•
Radio presets
•
Paired phones
•
Phonebook data
•
Driver Profiles
•
Synced media device data
•
Navigation sensor calibration
•
Parts of the settings go back to default
Bulletin Number: 15-221-18R; Revised 02/12/21
Continued...
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CONDITION# 0.11 When selecting the MySubaru Application on the head unit, a
Communication Error may occur that displays along with a specific code. In the example image
below, the error code is 101:
CAUSE: Communication Errors can occur for many different reasons. For example, the issue
causing the Communication Error could be that a Smartphone had not been paired to audio head unit.
RECOMMENDATIONS:
Before selecting the MySubaru application on the audio head unit, be sure to first pair the customer’s
smartphone. Allow the smart phone to sync all contacts and allow notifications if requested. This
procedure will allow the current date and time to sync with the audio head unit. It is also possible to
manually set the date and time by using the Vehicle Settings menu on the Multi-Function Display to
set the clock.
Information about Communication Error codes can be found in the Troubleshooting Section of the
2019 SUBARU STARLINK Safety and Security Owner’s Manual.
Continued...
Bulletin Number: 15-221-18R; Revised 02/12/21
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CONDITION# 0.12: Subject vehicle consistently displays multiple horizontal lines across the
display screen each time the backup camera feature is operated. NOTE: This condition applies
to 2017MY Impreza ONLY.
CAUSE: Investigation found the cause of this condition to be connector R98 not fully connected /
engaged.
RECOMENDATIONS: Access and disconnect R98 and examine closely for any bent or displaced
terminals. If OK, firmly reconnect and ensure a solid connection. Retest backup camera operation and
confirm a consistent, high-quality image is displayed.
1.0
Rear View Camera (RVC)/Back-up Camera
CONDITION# 1.1 No backup camera after head unit replacement or battery disconnect (2016
Dec TechTIPS):
CAUSE: Whenever the Audio / Navigation head unit requires removal on a 2017 Impreza, it is
important the Service Manual procedure be followed. The Service Manual advises to disconnect the
battery before servicing the audio unit. Failure to follow this instruction, can result in a customer
concern of the backup camera becoming inoperative since the service. The reason, when connecting
power to the unit, a self-check is performed. If the backup camera has not been connected yet, the
unit assumes there is no back up camera and renders it inoperative.
RECOMMENDATION: A quick fix for this condition is to remove and reinstall the transit (PDI)
fuse or remove and reinstall the negative battery terminal. The situation can be avoided completely by
following the Service Manual and disconnecting the battery before starting the service.
IMPORTANT CAUTIONS:
•
If swapping an audio system for diagnostic purposes, be sure the DCM remains with the original
vehicle or network communications will be severed.
•
The SXM ESN is assigned by VIN. Moving audio units permanently between vehicles will
disrupt the customer’s SXM services.
Below is an image of what the screen will look like if a line check is performed before the issue is
corrected:
Continued...
Bulletin Number: 15-221-18R; Revised 02/12/21
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A. Go to the Dealer Settings screen by holding the HOME button and pressing the TUNE knob 6
times.
B. Select “Connection”.
C. Confirm if the “Rr_CAM” shows “OK”. (Please take a photo of the screen)
CONDITION# 1.3 On vehicles equipped with reverse automatic braking (RAB), a red area
appears in backup camera display:
CAUSE: If a customer states they see a red box or area in their backup camera display, the system is
most likely operating as designed. Always perform a visual check of the sensors on the rear bumper
first. If any of the sensors are covered over or obstructed by ice and / or snow, the RAB system may
not function properly and the red area shown in the example photo below will most likely appear.
RECOMMENDATION: When this condition occurs, the RAB system is unable to properly
differentiate between what really is an obstacle and what is not. In the image below, the sensor is iced
over and the red area is displayed with no obstacle present. The Owner’s Manual provides a list of
other potential causes for this condition to occur.
Continued...
Bulletin Number: 15-221-18R; Revised 02/12/21
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CONDITION# 1.4 Orange park assist lines on the backup camera not moving or no longer
present:
CAUSE: Park assist lines position is reflecting the steering angle. If the data is not supplied to the
head unit from CAN bus or the data supplied is wrong, the lines position is not changing. Park assist
lines display could be turned off via head unit setup.
RECOMMENDATION: Confirm the guide line settings and steering angle line data to determine
the reason for concern.
Select camera setting option to verify the CONDITION# 1.4 and use Factory Settings/Camera Setting
option to verify setup:
Continued...
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The steering angle reading is shown on the photo below (“Steering 326.9 deg”).
Rotate the steering wheel to confirm the number is changing with the steering wheel rotating.
2.0
Clock
CONDITION# 2.1 Display audio (non-navigation), clock not synchronized (2016 Dec TechTIPS):
CAUSE: NOTE: This information is applicable to iPhone (IOS) users only. If a customer states
the time displayed on their iPhone is not synchronized with the instrument panel clock display, the
information below is an easy solution. Always ensure the latest software version is installed.
RECOMMENDATION: First, select the setting mode for the clock by following these steps:
•
Press the “Home” button on the audio unit display.
•
Press “Settings”
•
Press “Vehicle”
•
Select “Clock Adjustment”
•
Select “Auto”
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Once “Clock Adjustment” is set to “Auto”, the iPhone “Show Notifications” setting must also be
confirmed as set to ON following the steps below.
• From the iPhone Home screen, tap “Settings”.
•
From the Settings menu, tap “Bluetooth” and make sure it is set to “On”.
•
Select the device being used (in this case, SUBARU BT) then tap on the blue i icon to display the device options list.
•
Once “Show Notifications” is switched on, the device and vehicle clocks will synchronize
automatically.
Continued...
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•
Once “Show Notifications” is switched on, the device and vehicle clocks will synchronize
automatically.
Please remember to review TSB 15-229-18: “Clock-Related Concerns and Troubleshooting” for
additional reference details.
CONDITION# 2.2 Clock Setting Information (December 2016 TechTIPS):
CAUSE: With the release of the 2017 Impreza Harman Gen 3 SUBARU STARLINK™ 6.5”
Multimedia System and SUBARU STARLINK™ 8.0” Multimedia Navigation systems, there have
been inquiries about the clock adjustment. There are two different modes of adjustment available:
Automatic and Manual. Figure 1 shown here is an excerpt from the 2017 Impreza Owner’s Manual
describing both modes.
RECOMMENDATION: Automatic setting of the clock is accomplished differently between the
navigation and non-navigation systems. As shown above, the navigation system will automatically set
the time according to GPS location. Non-navigation systems utilize a paired smartphone connected
via Bluetooth to accomplish the automatic setting. During the PDI process, it is recommended to
manually set the clock on non-navigation models. This will ensure the correct time is displayed
and allows the opportunity to show the customer the automatic feature should they choose to use it.
Please review the Owner’s Manual for the applicable manual clock setting procedure.
Please remember to review TSB 15-229-18: “Clock-Related Concerns and Troubleshooting” for
additional reference details.
3.0
Head Unit or Display On/Off
CONDITION# 3.1 Audio unit stays powered up after key off (2017 Feb TechTIPS):
CAUSE: All the new 2017MY Impreza audio systems include a feature where the audio system stays
powered for a period of time after the ignition is switched OFF. If the vehicle has been equipped with
the accessory Rockford Fosgate audio amplifier, some confusion may arise when comparing audio
Continued...
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unit operation of one Impreza to another. Although the audio unit will continue to operate after the
ignition is switched OFF on all models, the power supply for the accessory amplifier is switched off
along with the ignition resulting in the loss of audio output. This may cause confusion for customers
when seeing the audio unit appear to be operating but not hearing any audio output.
NOTE: Later versions of the Rockford Fosgate amplifier used in 2018 MY vehicles no longer share
this characteristic. Vehicles / audio systems equipped with these enhanced amplifiers function like
those equipped with factory-installed amplifiers.
RECOMMENDATION: Be advised, this is a normal operating characteristic and no attempt
should be made to repair or replace any of the system components. This operating characteristic
is also briefly described on pg. 118 of the Multimedia System guide contained in the Owner
Information Kit as shown here.
Please remember to review TSB 15-211-17R: “Reprogramming File Availability for Additional
Optimization of Harman Gen 3 Audio and Navigation Head Units” for additional reference details.
CONDITION# 3.2 Keeping the Display OFF during loading:
CAUSE: Customer asks to keep the display off (black screen) following ignition ON.
RECOMMENDATION: Press and Hold Power/Volume knob for 4 seconds prior shutting off
engine.
NOTE: Audio will still play following ignition ON, but display will remain blank. If customer is
concerned about volume as well as display, see CONDITION# 3.3 for more details.
CONDITION# 3.3 Keeping display and Audio OFF during loading:
CAUSE: Customer asks to keep the display OFF (black screen) and audio muted following the
ignition ON step.
RECOMMENDATION: This condition has been addressed by software update released Summer,
2018. Until the software update is installed, clear the condition by performing a capacitive discharge
or exchange the head unit.
Please remember to review TSB 15-211-17R: “Reprogramming File Availability for Additional
Optimization of Harman Gen 3 Audio and Navigation Head Units” for additional reference details.
Continued...
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4.0
Audio Output
CONDITION# 4.1 Audio Volume is turned to MAX when monitoring infotainment data
monitor (March 2017 TechTIPS):
CAUSE: If you are monitoring the Infotainment System Data Monitor and the volume level display
(Figure below) appears showing the volume level increasing but the sound level remains the same,
this is a normal operation of the Harman unit.
RECOMMENDATION: When a Technician accesses the Infotainment System Data Monitor, the
unit enters “Diagnostic Mode” and the volume level will be displayed in this manner. No repairs
should be performed to address this concern as it is a normal operating characteristic.
CONDITION# 4.2 No audio sound after turning off the ignition:
CAUSE: The audio signal is routed through the Amplifier, which boosts the signal and sends the
converted data to output through the speakers.
Two lines are used for the interrupt, where one is for NAV and the other one is for the phone. Two are
used for CAN, while the other two are used for entertainment (radio, media, etc.).
Continued...
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RECOMMENDATION: SOA offers an accessory called the Rockford Fosgate Premium Audio
Upgrade. When this accessory is installed, although the head unit will continue to operate after the
ignition is turned off, the power supply for the accessory amplifier is switched off, resulting in the
loss of audio output. This may CAUSE confusion for customers when seeing the head unit appear
to be operating, but not hearing any audio. This is normal operation of the accessory. *Released
information in Feb. 2017 TechTips.
CONDITION# 4.3 Audio gets interrupted, while the phone being paired via Bluetooth with the
head unit:
CAUSE: When pairing phone via Bluetooth connection will stop the radio playing and switch to
media, if Auto Play is enabled.
Note: if and what media will be played depends on “auto show / auto play” head unit setting and the
phone applications setting.
RECOMMENDATION:
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Critical point: Depending on the music apps on the phone, the behavior of Auto Play is different
•
For YouTube the phone screen has to be displaying the video in order to hear it through the
speakers.
•
For Spotify, the app only has to be active in order for it to play, making sure you play a song.
•
For Aha app you have to select the app on the HU after selecting the app on the phone
making sure that Starlink and Aha are connected.
The android app “Play Music” does not have to be active or opened > it starts playing music if
none of the conditions listed above make another app playing.
» If these apps (except Play Music) were not at least being active in the background before connection,
music won’t play, but radio stops playing
» Apple will suspend apps when the free amount of memory gets low or the battery drains > they won’t 		
be active in the background > they won’t play music
5.0
Audio source: sXM/AM/FM
CONDITION# 5.1 Harman Gen 3 Audio/ Navigation head unit shows an “Advisory MessageNo Signal” notification on the display:
CAUSE: In areas of poor or no SXM coverage, the head unit will display the message as shown
above. It is not a failure condition assuming SXM service is not available.
RECOMMENDATION: No action should be taken to correct this condition. NOTE: After Ver.3
(2.17.43.xx) software version update, the message ONLY pops up while displaying the SXM radio
screen. On earlier software versions, it will pop up in FM/AM screen.
Continued...
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CONDITION# 5.2 Hurricane or Severe Weather warning message is displayed:
or
CAUSE: The head unit is designed to receive severe weather alert information from Sirius XM
(SXM) and display a pop-up window with the alert message, whenever there is a signal from SXM.
So far, we are only aware of HIGH grade units to have this feature available.
RECOMMENDATION: Please note when there is no date information supplied by SXM, the details
(dates/ times) will be shown as --/--/---- --/-- in the alert notification message. The head unit is
operating as designed when this occurs.
Effective with the most recent software version update Harman has implemented an enhancement to
allow user control of some weather alerts from Sirius XM service. Settings are found under Settings/
General/Sirius XM Settings. See below.
Please note this feature is available only in HIGH grade units.
CONDITION# 5.2 Weather, Fuel Information, Sports, Stocks information do not display in the
Multi-Function Display (MFD):
Continued...
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CAUSE: Weather forecasts, forecast temperature or highest/lowest temperature, and the chances of
precipitation, etc. can be displayed in weather information. SiriusXM (sXM) services subscription is
required.
RECOMMENDATION: Verify an active subscription for SiriusXM (SXM) services has been
extended, after 1-year free trial period. Content using the SiriusXM® Satellite Radio Service is reset
when personal information is initialized by selecting Factory Data Reset (Factory Data Reset) on the
“GENERAL SETTINGS SCREEN”.
Note: SiriusXM U.S. satellite and data services are available only in the 48 contiguous states and the
District of Columbia (DC). SiriusXM Satellite Services are also available in Canada; see www.
siriusxm.ca.
NOTE:
4-month trial of SXM audio was launched beginning with MY12 models equipped with satellite
radio. During the trial period, SXM does engage with the customer to let them know about their
trial and when it is going to expire. If SXM does not hear from the customer or receive some type of
payment, they assume the customer is not interested and deactivate SXM radio after the 4-month trial
period is over. SXM offers free listening campaigns which run several times each year. Whenever
there is a concern about SXM outside the trial period, always confirm the customer subscription is
active and current before condemning the head unit. This still applies for those cases where signal
refresh seems to restore function (even briefly).
3 years of SXM Traffic and Travel Link was launched with MY16 vehicles equipped with
navigation.
3 years of SXM audio + Traffic + Travel Link is only applicable to MY17 Outback Touring
models.
CONDITION# 5.4 AM station 600 fades in and out and two stations can be heard when
listening to FM station 99.3:
CAUSE: The vehicle is in a weak signal area and is losing reception.
RECOMMENDATION: Turn HD off as shown in the picture below.
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CONDITION# 5.5 Volume fades Up and Down (FM/AM HD radio):
CAUSE: Assuming radio is in HD mode the vehicle is likely traveling outside of HD coverage area
causing the head unit to switch between HD and Analog mode.
RECOMMENDATION: Turn HD off as shown in the picture below.
6.0
Application: Android Auto and CarPlay
CONDITION# 6.1 What is CarPlay/Android Auto (AA) and how is it used?
CAUSE:
1. What is AA/CarPlay?
AA/CarPlay is an app which offers a safe way to use the Android phone/iPhone while driving. AA/
CarPlay takes some of the apps on the Android phone/iPhone and puts them on the HU display.
2. How to connect AA/CarPlay:
To connect AA/CarPlay the Android phone or iPhone has to be connected to the USB hub in the car.
If Auto Show is activated AA/CarPlay will open on the HU automatically. If not the customer will
have to open the App on the HU.
RECOMMENDATION:
CarPlay turns off Bluetooth on HU, AA forces Bluetooth Handsfree connection to AA phone.
» If another device is connected via Bluetooth it won’t be possible to play music or make a call
with this device via Bluetooth
		
» Other Bluetooth devices won‘t work when AA phone or CarPlay phone connected
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These screens appear when AA or CarPlay session is active and customer is trying to connect another
phone > no other phone can be connected during a session!
CONDITION# 6.2 Android Auto fails to launch after the phone is connected via genuine USB 		
cable:
CAUSE: Earlier versions of Android Auto have been noted as experiencing this condition. The app
was updated during Nov-Dec 2017. When combined with the latest software version in the head unit,
stability has been greatly improved. Open Android Auto on the phone and check the version under
“Settings”.
RECOMMENDATION: Set Apps to auto update to assure the phone gets the newest version. To
check, go to the Play Store and search for Android Auto. Ensure the head unit has the latest version
software installed.
CONDITION# 6.3: CarPlay feature no longer functions after shutting off the engine, even
though the head unit is still powered up:
CAUSE: If this is 8-inch display audio unit, this is a normal operating characteristic. When the
ignition is turned off, the USB hub loses power and terminates the connection between the audio unit
and the paired phone.
RECOMMENDATION: This is a normal operating characteristic. Do not replace head unit or USB
hub for this complaint.
CONDITION# 6.4: CarPlay and/or Android Auto does not launch consistently:
CAUSE: Possible poor connectivity to USB Media Hub. Harman and SBR investigations have
attributed these issues to use of non-genuine cable connections between the paired phone and USB
hub or, in a limited number of cases, marginal USB hub operation.
RECOMMENDATION: New firmware has been released to improve / enhance connectivity.
NOTE: This enhancement assumes use of factory certified connection cable. Aftermarket cables
do not always offer sufficient data connectivity to achieve the desired device function. Always use
a genuine cable. NEVER replace the USB hub unless the condition is verified while using a cable
confirmed to be genuine.
Please remember to review TSB 15-220-18R: “Troubleshooting Apple CarPlay and Android Auto
connectivity Concerns” for additional reference details.
Continued...
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CONDITION# 6.5: CarPlay Android Auto doesn’t launch automatically:
CAUSE: Verify Auto Show and Auto Play settings are enabled.
Auto Show - When the customer connects a phone with AA / Carplay app on it, the app will open
and appear automatically on the HU screen (if USB connection)
Auto Play - Any USB device connected to the HU will start playing music automatically if there is
any on the device
RECOMMENDATION:
Critical point: Depending on the music apps on the phone, the behavior of Auto Play is different
•
For YouTube the phone screen has to be displaying the video in order to hear it through the
speakers.
•
For Spotify, the app only has to be active in order for it to play, making sure you play a song.
•
For Aha app you have to select the app on the HU after selecting the app on the phone
making sure that Starlink and Aha are connected.
•
The android app “Play Music” does not have to be active or opened > it starts playing music
if none of the conditions listed above make another app playing
» If these apps (except Play Music) were not at least being active in the background before
connection, music won’t play, but radio stops playing
» Apple will suspend apps when the free amount of memory gets low or the battery drains > they
won’t be active in the background > they won’t play music
CONDITION# 6.6: Android Auto stops working, after connecting iPhone:
CAUSE: CarPlay is prioritized by HU!
RECOMMENDATION:
If iPhone gets connected while Android phone is connected, CarPlay forces the radio to become a
device connected to the iPhone > iPhone becomes host > devices can’t be connected to HU anymore,
because Head Unit is no longer a host.
> role swap to iPhone > CarPlay will be launched and Android Auto closed
Continued...
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CONDITION# 6.7: CarPlay Operation issues:
CAUSE: We have seen many reports related to Apple CarPlay operation resulting in unnecessary
head unit replacement, while the root cause was any or all of following: the iPhone used to control
the application or the USB cable (non-Genuine Apple cable) or the USB Hub (Aux port- damaged
or other). Please keep in mind the iPhone is a master supervising the Apple CarPlay application
projected on the system in the vehicle. Any time communication is interrupted between these
devices, it will impact Apple CarPlay functionality. We have supplied the below hints to help you
interpret the data shared by
RECOMMENDATION:
» Handsfree call in progress (clock with green background)
Note: there was a case with the customer complaining about audio streaming application stopping at
random. It turned out the Camera application (video) has been accidently started on the iPhone,
which was interfering with audio streaming application. It was determined using clock background
attribute showing MIC to be enabled each time the streaming stopped. As you can see replacing the
hardware in the vehicle wouldn’t have any effect or resolving this case but helping the customer to
understand how the phone works might prevent future complaints. Diagnostic hint: Always check
the phone screen when the condition occurs to see what app is active and if any error messages may
be displayed.
If any issue is duplicating consistently, please make sure you perform complete diagnostic;
eliminating the iPhone, the cable and the USB Hub being the root cause. If the issue is
intermittent, you still have to perform complete diagnostic eliminating the iPhone, the cable and the
USB Hub being the root cause. However, it will be more challenging and might require consistently
collecting information from the customer over the period of time to understand the steps leading to
the concern duplication.
NOTE: Observing the iPhone screen is as important as monitoring the head unit display. Please see
below examples to illustrate this point.
Continued...
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» WAZE application has started on iPhone (iPhone clock with blue background to indicate
enabled notification mode with the vehicle audio source forced to switch to Apple CarPlay):
Note: this information is helpful to explain why radio or CD stop playing, when Waze application
started.
» No roads are displayed using Google Map, while running Apple CarPlay (Google Maps
crashed on iPhone resulting in no roads to be displayed):
As you can see the head unit is projecting what iPhone is pushing to it and vehicle hardware
replacement won’t fix a concern with a crashing phone application. In cases like that we suggested
frequent iPhone reboot or restart (especially after recent iOS update) or updating or reinstalling the
application on the phone. Check the comments in iTunes store as this may be a known concern with
the app.
» Pandora streaming isn’t working on the head unit (iPhone failed to connect to Pandora
server):
Continued...
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Note: as you can see the head unit is projecting what iPhone is pushing to it and vehicle hardware
replacement won’t fix the concern with crashing phone application. In cases like that we suggested
frequent iPhone reboot or restart (especially after recent iOS update) or updating or reinstalling the
application on the phone. Check the comments in iTunes store as this may be a known concern with
the app.
Hopefully you find the information above helpful. Always check for those types of details as well as
utilize any other reference material available on Subarunet (Service Operations & Technical/ Forms
and Downloads) including: TSGs, TSBs, Operating Tips etc.
CONDITION# 6.8: No Audio during CarPlay:
CAUSE: We have seen many reports of the Audio Output (radio, CD, USB etc.) being interrupted
when the Apple CarPlay application is launched or a Navigation application (ex: Waze) or audio
streaming application is (ex: TuneIn) is started from Apple CarPlay environment.
RECOMMENDATION: Please note this is a characteristic as the iPhone takes control. This may
also occur when the phone is used for other purposes while CarPlay is active such as texting, replying
to emails or other phone side actions.
The way to restore the audio playback is to switch the source back to Radio or Media as applicable
using touch display or steering switch.
Another work around is to clear iPhone CarPlay cache. See below for the steps.
Continued...
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In case the audio output is not restored, please follow troubleshooting flowchart using the link on
Subarunet (Service Operations & Technical/ Forms and Downloads) and capture the results in the
applicable questionnaire.
» Gen 3 Harman
CONDITION# 6.9: Audio (Volume) Level Adjustment When Using the Android Auto
Application:
CAUSE: Reports have been received by Android Auto application users regarding the audio level
failing to operate correctly following notifications alerts.
NOTE: This is a known concern with Google software and not with Android Auto or vehicle H/Us.
Updating Google Play services should alleviate the concern. A “How To” guide from the Google
Help Center page online, on how to make sure your Google Play Services are up to date is shown
below. Always confirm the customer has the latest version installed prior to initiating additional
diagnosis or head unit replacement
Continued...
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RECOMMENDATION:
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7.0
Notifications
CONDITION# 7.1 Low Fuel Warning advisory message appears on display:
CAUSE: The head unit only displays fuel level information sent to it from the combination meter.
RECOMMENDATION: Confirm combination meter and sender functions are operating properly.
Confirm the trip meter is reset following refueling. Confirm ignition key is not being left in the ON /
RUN positions during refueling.
8.0
Bluetooth (BT)/Hands free phone Operation
CONDITION# 8.1: Bluetooth operation concerns when using the Messaging feature:
CAUSE: The customer concern is messaging doesn’t work properly until the head unit has been
restarted. Sometimes, the phonebook also doesn’t work but, this symptom may be more intermittent.
The concern was duplicated using an iPhone 7 with iOS 11.2.2 as well as an iPhone X with iOS
11.2.2 with the same result.
RECOMMENDATION: The iOS 11 and later update from Apple reportedly contains a patch to
address this condition.
CONDITION# 8.2: What is Max number of contacts Gen 3.0 head unit supports?
CAUSE: The system has a set storage allowance for downloading and storage of contact data.
RECOMMENDATION: The maximum is approximately 2,000 contacts. The customer can
exceed that number when some contacts do not have phone number information or the size of the
contact’s “file size” itself is small. If more than 2,000 contacts are stored on the phone, only the first
approximately 2,000 contacts will download to the head unit. Again, this may be slightly more or less
than 2,000 depending on the details contained for each contact. CONDITION# 8.3: When using the
Get an email function, audio output mutes for a moment and then comes right back on.
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CONDITION# 8.3: When using the Get an email function, audio output mutes for a moment
and then comes right back on.
CAUSE: Per information received from the service provider (in this case, Verizon), the behavior is
categorized as a normal operating characteristic.
RECOMMENDATION: Turning off alerts for receiving email during driving could be considered as
a possible work around for this concern.
CONDITION# 8.4: New pairing not possible, until the head unit deleted from Bluetooth phone
list.
CAUSE:
a) When unpair on phone side, you could put the system out of sync. So, the head unit (HU)
knows the phone, but phone doesn’t know the HU. As the result- communication is not possible.
RECOMMENDATION: Starting position: Bluetooth menu on phone (see screenshot iPhone and
Android phone)
CONDITION# 8.5: New pairing not possible until Bluetooth on phone turned off and on again
and phone deleted on HU side!
CAUSE: Phone does not disappear on HU side
RECOMMENDATIONS:
Continued...
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Further tips to try out if pairing does not work:
•
•
•
•
Scan for devices on phone side
Cancel and retry “Add Device” function on HU side
Delete phone/HU from all lists and retry to pair
Turn off/on car
CONDITION# 8.6: Phonebook doesn’t download
CAUSE: There have been reports received regarding phonebook downloading failure during
Bluetooth Pairing. Customers report after repeated pairing attempts the condition continues.
RECOMMENDATION: We would like to refresh the steps involved in the process to prevent
the issue occurrence due to the setup. If the phonebook or messages are not appearing as expected
following Bluetooth Pairing, verify the Phonebook Download feature has been enabled in the head
unit settings. Select the “Phone” button then press “Overview” on the head unit touch screen. Then
select “Change Device” and ensure “Phonebook Download” is enabled.
If the customer still cannot access the phonebook or messages, check the phone’s Bluetooth settings
to ensure all related sharing settings are enabled.
•
Android Device
Select the gear icon next to your vehicle device name. Ensure all settings are enabled.
Continued...
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•
Apple Device
There are no additional settings to check on Apple devices following successful pairing with the head
unit. However, it is strongly recommended to restart the vehicle to finalize the pairing process and
ensure all devices are in sync.
It can take some time to download the phonebook.
Critical points:
•
Favorite list on HU does not refer to favorite list on phone, it is a different list.
•
iPhone does not enable to send SMS via the HU interface.
CONDITION# 8.7: Messaging doesn’t work:
CAUSE:
a) Access request has not been confirmed on the phone side. Phone may not remember the
access request confirmation and ask for confirmation again, when reconnecting the phone.
b) The phone was connected to the head unit before the head unit has presented it.
RECOMMENDATION:
a) If there is an access request, you have to confirm it on phone side.
Note: Some phones will show SMS access request, some will show SMS and call history access request,
some only call history access request. If there are access requests, you have to confirm them on phone
side (refers to phone screenshot)
b) ignition cycle is required to enable SMS.
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CONDITION# 8.8: Audio gets interrupted, while the phone being paired via Bluetooth with the
head unit.
CAUSE: When pairing phone via Bluetooth connection will stop the radio playing and switch to
media, if Auto Play is enabled.
Note: if and what media will be played depends on “auto show / auto play” head unit setting and the
phone applications setting.
RECOMMENDATION:
Critical point: Depending on the music apps on the phone, the behavior of Auto Play is different
•
For YouTube the phone screen has to be displaying the video in order to hear it through the
speakers.
•
For Spotify, the app only has to be active in order for it to play, making sure you play a song.
•
For Aha app you have to select the app on the HU after selecting the app on the phone making
sure that Starlink and Aha are connected.
•
The android app “Play Music” does not have to be active or opened > it starts playing music if
none of the conditions listed above make another app playing
» If these apps (except Play Music) were not at least being active in the background before
connection, music won’t play, but radio stops playing
» Apple will suspend apps when the free amount of memory gets low or the battery drains > they
won’t be active in the background > they won’t play music.
CONDITION# 8.9: Voice Recognition does not work to dial:
CAUSE:
Non-Siri uses off-board databases to recognize what people are saying. Harman head unit system uses
on-board technology and is limited to pre-loaded commands.
To start native VR > Press button on the steering wheel > In other vehicles call button and VR button
are placed separately on the steering wheel.
Continued...
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If none of these commands are relevant, then say or press help. Depending on which screen you were
last on, will affect which options pop-up for popular commands.
RECOMMENDATION:
» Native VR disabled when Android Auto or CarPlay on -> enables VR for phone features 		
(Siri, Google assistant).
» Speak in a steady flow.
» Even little gaps between speaking can CAUSE the HU to detect a stop in speech and to
process the command.
		
» When giving a command be consistent with the speed in which you talk and annunciate 		
your words. Be aware that you can’t say call XXX-XXX-XXXX.
CONDITION# 8.10: Starlink issues:
CAUSE:
RECOMMENDATION:
The error can have multiple CAUSEs which should be checked in the following order:
1. Phone paired?
2. Bluetooth (Android)/USB (iPhone) connected?
Starlink app on phone up to date?
Continued...
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9.0
Navi Operation
CONDITION# 9.1: The Navigation system’s voice prompt volume stays where it has been reset
to only if the car is off for a short time. After several hours or overnight, it will reset to 10:
CAUSE: This is normal operating characteristic to ensure the driver can hear the navigation prompts
during a later trip. For example, if the customer reduces the voice prompt volume to very low or OFF,
then during the next trip, they (or another driver) may miss critical prompts or think navigation is not
working correctly.
RECOMMENDATION: Please advise the customer they will need to adjust the volume to a
comfortable level whenever using the NAVI guidance feature.
CONDITION# 9.2: Navigation guidance volume changes level on its own:
CAUSE: There are different volume focuses for different channels such as phone, navigation,
microphone, etc.
RECOMMENDATIONS:
A. Change value in the settings.
B. Change value via volume focus button on the HU (Entertainment volume if no other source on,
otherwise settings apply to the source playing)
		
Critical points:
•
Via volume focus button customer can only change the current source playing -> example: he
may want to increase navigation speaker volume, but increases music volume instead (right
screenshot)
•
When car turned off and on again, volume settings go back to factory default settings (for
BASE and MIG units) which is 15 for music; for HIGH units the settings remain.
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CONDITION# 9.3: NAVI stops working:
CAUSE: It is not possible to use multiple navigation applications at the same time.
RECOMMENDATIONS:
» Android Auto (AA) and CarPlay cannot be used at the same time.
be saved when application is closed.
However active routes will 		
» Both AA and CarPlay close HU navigation and delete the active route.
CONDITION# 9.4: How to set destination while driving:
CAUSE: Screen touch inputs are disabled during moving, so it must be performed via VR.
RECOMMENDATIONS: See screenshots below to understand how to set a destination while
driving.
CONDITION# 9.5: Map Display “Whiteout” :
•
Map display is either white (blank) or an incomplete screen (no roads) is displayed
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•
“Route Calculation Unsuccessful” message is displayed when trying to calculate a route
CAUSE: If a MOTA (Map Over The Air) update was performed or attempted previously, the state
map data may have become corrupted. This can occur due a weak Wi Fi signal during MOTA update
causing the update interrupt resulting in the data corruption.
RECOMMENDATION: Successfully updating the map data again using a strong and reliable Wi Fi
signal or using USB Flash drive with the latest Map data downloaded from PC would restore missing
map data.
10.0
DTCs
CONDITION# 10.1: Code B2242 (2018 Legacy/ Outback equipped with Manual HVAC):
CAUSE: This code is related to UART communication failure with the Auto HVAC panel. Usually It
gets triggered, when there is no communication with Auto HVAC module. The diagnosis for B2242
does not include any information related to vehicles equipped with Manual HVAC. It leads to the
time loss and some confusion.
RECOMMENDATION: In the vehicles equipped with Manual HVAC the code B2242 does not
offer any practical information and could be ignored. Service bulletin would be published to further
address the code B2242 with Manual A/C Panel.
CONDITION# 10.2: Code B2253-DAMAGING A COIL DUE TO THE ELECTRIC CURRENT
TO THE SPEAKER COIL
CAUSE: When performing a DTC diagnostic check on vehicles equipped with Rockford Fosgate
Audio upgrade accessory installed, a DTC B2253 – “DAMAGING A COIL DUE TO THE
ELECTRIC CURRENT TO THE SPEAKER COIL” may be found. This DTC can be a result of
incongruent values between the expected output impedance of the vehicle head unit and the input
impedance of the accessory amplifier. The head unit is expecting to see a speaker load which
differs from the load of the amplifier board. The DTC will be stored in memory and will show on a
diagnostic check.
Continued...
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RECOMMENDATION: It does not affect the operation or performance of the audio system, the
accessory or the vehicle. On a vehicle where the accessory is performing properly; the DTC can be
ignored. To confirm this, the DTC may be cleared by unplugging the harness to the amplifier. It will
return during normal operation once the amplifier harness is reconnected. The accessory can continue
to be installed and used as there is no detrimental impact from the impedance mismatch and presence
of the B2253 DTC.
11.0
Setup
CONDITION# 11.1: Configuring personalization settings by creating one or multiple Driver
Profiles.
CAUSE:
The information below is a supplemental material to complete what was supplied in the owner’s
manual.
RECOMMENDATION:
Go through settings options:
•
Enter Name
Continued...
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•
Add Phone
Customer can assign his personal phone to his Driver Profile (when added to Head Unit). Head Unit
will always prioritize this phone if Bluetooth is activated on the phone.
Step 1: Phones that are paired with the head unit, can be selected and added to the Driver Profile.
Those phones can be added in Home > Settings > Phone (refer to section “Bluetooth”)
Note:
» After adding phone, it is connected by default.
media by default.
it is connected for both Hands Free (HF) and
» When connecting phone via Bluetooth:
•
Connection will stop the radio playing and switch to media if Auto Play is enabled.
•
It is dependent on the phone’s applications, if and what media will be played.
Step 2: In this menu you can disconnect and reconnect a phone > When connecting a phone while
another one is already connected > it disconnects the phone properly.
Critical points:
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- In step 2 (see figure above) you could connect the “Galaxy S5 NEO” from the Head Unit (HU)
side (other phone would be disconnected), but you cannot connect “Galaxy S5 NEO” from the
phone side!
- HU connects the phones as ordered in the list (if no Driver Profile with personal phone
activated) – if Bluetooth is activated on phones.
- Turning off Bluetooth on the phone and on again does not auto connect Bluetooth (in most
phones)
•
Bluetooth must be connected manually on phone or HU
•
Some phones may not connect Hands Free (HF) and media
•
Full ignition cycle is required in this situation
Critical points:
- If there are multiple HUs on phone list it can CAUSE problems with connection and phonebook
- Every time you connect your phone you are asked for confirmation of phonebook (phone does 		
not remember)
•
Add Work/Home Address
(HIGH units only)
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•
12.0
Wallpaper
Software Update
CONDITION# 12-1: Head Unit software update resulted in a failure to operate correctly.
CAUSE: based on the review of the field failures resulted from the head unit software update, we
have determined TSB 15-211-17R or TSB 15-236-18R (as applicable) was not followed or followed
incorrectly.
RECOMMENDATION:
Critical points:
» Use a FAT32 USB if less than 4GB size, if its more use NTFS USB.
» Eject USB properly after file download.
Continued...
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» Engine must be idling (or GR8 connected) to start update.
» Don’t pull out USB stick during files download and during update.
» Only backup camera works during the update.
» When power is cut off during update, don’t remove USB stick or phone => update resumes after 		
turning power back on.
» Black/blank screens are not necessarily and issue:
- There can be a black/blank screen when turning power on again -> HMI is missing (leave in state
for 15min, update is still running) > in most of the cases it is not an issue!
- At the initial start of the update and for the boot loader update the HU is reset – HU starts restarts 		
automatically (after a couple of seconds)
» After update > HU restarts automatically.
» To complete the update the customer has to follow pop-ups that appear after download of the 		
update.
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: 15-221-18R; Revised 02/12/21
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