15-195-16R

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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© 2016 Subaru of America, Inc. All rights reserved.
SERVICE INFORMATION
APPLICABILITY:	All Models with STARLINK Telematics System
NUMBER: 15-195-16R
SUBJECT:	Servicing and Claim Submission Requirements for
DATE: 04/28/20
STARLINK Diagnosis and Repair Involving the Data REVISED: 09/22/21
Communication Module (DCM)
INTRODUCTION
This Service Information bulletin provides IMPORTANT information regarding diagnosis and
replacement (when applicable) of the STARLINK Telematics Data Communication Module (DCM)
along with a new claim submission requirement. Use the table below to determine Telematics
system / generation applicability.
Carline
2017 MY
2018 MY
2019 MY
2020 MY
2021 MY
Ascent
n/a
n/a
Gen 2
Gen 2
Gen 2
Crosstrek
Gen 1
Gen 1
Gen 2
Gen 2
Gen 2
Crosstrek Hybrid
n/a
n/a
Gen 2
Gen 2
Gen 2
Forester
Gen 1
Gen 1
Gen 2
Gen 2
Gen 2
Impreza
Gen 1
Gen 1
Gen 2
Gen 2
Gen 2
Legacy
Gen 1
Gen 1
Gen 1
Gen 2
Gen 2
Outback
Gen 1
Gen 1
Gen 1
Gen 2
Gen 2
WRX
Gen 1
Gen 1
Gen 1
Gen 1
Gen 1
BRZ
n/a
n/a
n/a
n/a
n/a
The key takeaway items from this bulletin are:
1. DCMs must NEVER be swapped as part of any diagnosis. DCMs continue to be
inadvertently swapped during a head unit swap. The DCM is located right below the head unit
and should never be included in any head unit diagnosis / swap activity.
Similarly, whenever any ECM swap is performed for diagnostic purposes THE DCM MUST BE
DISCONNECTED FIRST to prevent VIN overwrite during the ECM testing.
2. If the vehicle has an “active” STARLINK Telematics subscription, as confirmed by Subarunet
inquiry, STARLINK functions MUST be confirmed as operational prior to returning the vehicle
to the customer.
a. Successful connection MUST be made using BOTH the “i” and “SOS” buttons.
b. Remote services (e.g. Remote Engine Start) if subscribed to, must be tested by performing a
remote service request using the MySubaru Mobile App or the Customer Web Portal.
Continued...
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.
Bulletin Number: 15-195-16R; Revised 09/22/21
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.
Page 1 of 4
3. Techline contact may be required in some cases. Conditions may occur which cannot be
resolved in the field solely by parts replacement and must coincide with additional vendor
activity.
4. NOTE: A new replacement DCM does not come with a BUB installed. If the BUB requires
replacement due to failure (B2A07) or the repair date is 5 years past the date stamp, (see image
for decoding the BUB date stamp) the BUB must be ordered separately. There is also a related
data collection requirement for anytime a DCM is replaced as outlined later in this bulletin.
5. All claims for DCM replacement MUST include the Serial Number of the NEW DCM in the
Miscellaneous Detail Field of the claim entry.
SERVICE PROCEDURE / INFORMATION:
1) All retailers must discontinue the practice of swapping STARLINK Telematics DCMs between
vehicles regardless if the swap is for diagnosis only or a repair.
NOTE: This requirement also potentially affects swapping of Audio or Audio/Navigation systems
between vehicles as the DCM is part of the audio unit stack (mounted on the same brackets).
If an audio or audio/navigation system must be swapped between vehicles for diagnosis, BOTH
DCMs MUST be kept with their original vehicles. AT NO TIME is the DCM to be powered up
in a vehicle other than the one it was placed in during manufacturing. This (swapping) may cause
a situation where the DCM becomes lost to the STARLINK network which may result in a loss of
Telematics services for that vehicle.
IMPORTANT NOTE: If the Technician is instructed by his FSE or Techline to swap the ECM
during the course of a diagnosis, it is a precondition of the ECM swap that the DCM in both
vehicles be physically disconnected from the vehicle before and during the entire time the donor
ECM is in the other vehicle. Not disconnecting the DCM prior to an ECM swap will result in
the same situation (DCM becomes lost to the STARLINK network) as the ECM is the Master
control unit in the vehicle. Restoration of Telematics services may require DCM replacement.
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.
Charges related to repairs as a result of DCM swaps are NOT eligible for warranty coverages and are
the retailer’s responsibility.
Continued...
Bulletin Number: 15-195-16R; Revised 09/22/21
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2) IMPORTANT: After replacing a DCM, the new module must be ComChecked. Follow
instructions in the applicable Service Manual for performing the ComChecked. If the STARLINK
services are actively subscribed, the DCM must be activated (a.k.a. “provisioned”) by the
STARLINK network. In the vast majority of cases, this procedure will complete within a few
minutes to half an hour if placed in area with good cellular signal following successful com check. In
rare cases, it may take up to 4 hours. If for any reason the DCM has not completed provisioning after
25 hours, immediately contact Techline for assistance. Before calling Techline, please send an email
to: [email protected]. In the e-mail subject line, enter: Delayed Provisioning, the last 8 of the VIN
and the Techline case number (if previously supplied). The body of the message must inclure:
a. The new DCM Serial Number
b. The new DCM IMEI Number
c. At least 10 seconds of Telematics data (all PIDS) from the new DCM after it was
successfully ComChecked.
CRITICAL: The car must NOT be released back to the customer as “repaired” until it has
completed provisioning AND STARLINK function has been confirmed by:
a. Perform an SOS and “i” button push making contact with operator on each and confirming
vehicle VIN and location.
b. Remote service requests need to be made through the MySubaru Mobile APP or, the MySubaru customer Web Portal with help of the customer (or after a retailer service team member has been granted access to the customer account).
To confirm provisioning is complete:
• After switching the ignition ON, a GREEN status indicator LED located between the “SOS”
and “i” buttons will be on solid.
•
•
•
The new active STARLINK Telematics subscription is verified on Subarunet.
The function of BOTH the “i” (Enhanced Roadside Assistance) and “SOS” (STARLINK
Emergency) buttons have been confirmed as being fully operational indicating the unit is able
to communicate with BOTH STARLINK support operators who can verify both the VIN and
location of the vehicle.
The operation of remote services equivalent to the customer’s subscription plan has been
confirmed through use of the MySubaru Mobile App or the Customer Web Portal.
3) Telematics-equipped vehicles do not need the DCM backup Battery (BUB) replaced as part of
repairs requiring DCM replacement. DCM BUB replacement occurs when a DTC indicates the BUB
needs replacement, the customer requests maintenance replacement, or is directed by SOA quality
assurance activity. NOTE: A new replacement DCM does not come with a BUB installed. The BUB
must be ordered separately.
Continued...
Bulletin Number: 15-195-16R; Revised 09/22/21
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4) IMPORTANT: The following data must be collected with any DCM replacement (these are all
normally part of the Telematics System Basic Diagnostic Procedure).
i. A completed Check List for Interview from the appropriate Service Manual
ii. The Current DTC(s), the past/memorized DTCs in all related units (with freeze frame
data), saved electronically
iii. Current streaming data of the DCM for at least 10 seconds. If possible, collect the data
while the complaint is occurring
iv. A description of the troubleshooting steps taken by the retailer Technician and the results
found
v. The DCM’s Serial Number and IMEI number must be noted on the Repair Order prior to
installation.
5) Effective Immediately, all claims for DCM
replacement MUST include the 10-digit DCM Serial
Number of the installed (new) DCM. This number is
found on the DCM label shown here and MUST be
entered in the Miscellaneous Detail field of the claim
entry.
IMPORTANT NOTES:
• 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 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 and 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.
•
Always reference the most up-to-date TSBs, TechTIPS and STIS information whenever
diagnosing, replacing components, performing CommCheck, or any other operational checks of
the Telematics system. If necessary, FSEs and the Techline are available for additional support.
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: 15-195-16R; Revised 09/22/21
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