15-257-19R

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
© 2019 Subaru of America, Inc. All rights reserved.
SERVICE INFORMATION BULLETIN
APPLICABILITY:
2019-22MY Impreza					
NUMBER: 15-257-19R
		2019-22MY Crosstrek and Crosstrek Hybrid
		2019-22MY Forester
		2020-22MY Legacy and Outback
DATE: 11/11/19
REVISED: 11/02/21
SUBJECT: STARLINK Service Leads, DTC B2A15 and
		 Insurance Company OBD Plug-In Devices
INTRODUCTION:
This Service Information Bulletin provides insight in response to both customer and retailer feedback
resulting from the use of OBD-II port connected devices. These devices are often employed by
insurance companies to monitor driver activity for premium calculations (premium discounts).
Commonly referred to as discount tools, driver monitors or dongles, the use of these devices can
interfere with normal STARLINK system operation. Use of these devices can cause:
•
DTC B2A15 to set and be stored in memory
•
Recurring STARLINK notifications to retailers and e-mails to
customers
•
A RED Telematics system Malfunction Indicator Lamp (MIL) to
illuminate in the overhead console (change from green to red).
To address retailer concerns of these recurring MIL notifications, a change has been made to the
retailer notification process which will now trigger these messages once every 10 days instead of
every 3 days. No changes have been made to vehicle hardware and no part replacement is necessary.
This change will reduce the number of repeat TM2_TELEMATICS Starlink Malfunction Light
service leads appearing on the ILM STARLINK Dashboard as shown in the screen shot image below.
CAUTION: VEHICLE SERVICING PERFORMED BY UNTRAINED PERSONS COULD
RESULT IN SERIOUS INJURY TO THOSE PERSONS OR TO OTHERS.
Subaru Service Bulletins are intended for use by professional technicians ONLY. They
are written to inform those technicians of conditions that may occur in some vehicles,
or to provide information that could assist in the proper servicing of the vehicle. Properly
trained technicians have the equipment, tools, safety instructions, and know-how to
do the job correctly and safely. If a condition is described, DO NOT assume that this
Service Bulletin applies to your vehicle, or that your vehicle will have that condition.
Subaru of America, Inc. is
ISO 14001 Compliant
ISO 14001 is the international standard
for
excellence
in
Environmental
Management Systems. Please recycle
or dispose of automotive products in a
manner that is friendly to our environment
and in accordance with all local, state
and federal laws and regulations.
Continued...
Bulletin Number: 15-257-19R: 11/02/21
Page 1 of 2
IMPORTANT NOTES:
•
The change has no effect on the 2nd reminder notification for this condition (TM2_
TELEMATICS2) or any other STARLINK lead notification type (e.g. CHECK ENGINE).
•
If the MIL is triggered multiple times during the 10-day period, retailers will not receive
multiple notifications until 10 days have passed.
•
Customer (e-mail) notifications will remain at 3 days (no change).
•
•
Not all STARLINK MIL warnings are caused by insurance company plug-in devices.
Equipment like fleet trackers, vehicle health monitors and other aftermarket devices plugged
into the OBDII connector may set DTCs and cause the red Telematics LED to illuminate.
SERVICE PROCEDURE / INFORMATION:
REMINDER: Customer satisfaction and retention starts with performing quality repairs.
When receiving a TM2_TELEMATICS Starlink Malfunction Light lead, it is VERY IMPORTANT
to contact the customer as soon as possible. Ask the customer if they are using one of these plug-in
devices. If they are, explain their use of the device can cause this condition. STARLINK services
are not affected by the diagnostic trouble code created due to OBDII plug-in device usage. If a
plug-in device is not being used or if the red LED remains lit, schedule the customer in for a service
appointment to diagnose the system and determine the cause of the lead / e-mail.
As an additional option, customers may try removing the OBDII plug-in device following engine
shut-down and then reinstall it after at least 5 seconds have passed following engine start. This may
prevent the B2A15 from being set. This will need to be repeated with each ignition cycle.
Additional Resources:
•
To access the STARLINK Dashboard, go to: Subarunet > Service Operations & Technical >
STARLINK-Service > Leads > STARLINK
•
To access the STARLINK Service Lead Handling Playbook, Go to: Subarunet > Training >
Lead Response Program > Subaru Lead Handling Playbook
•
For Technical Service Information on DTC B2A15, see the May 2019 issue of TIPS and if
needed, the applicable Service Manual diagnostics.
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: 15-257-19R: 11/02/21
Page 2 of 2