15-259-20R

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: 2020-2022MY Legacy and Outback
		
2022MY WRX
		
2022MY BRZ
SUBJECT:
		
NUMBER: 15-259-20R
DATE: 02/19/20
REVISED: 01/11/22
Denso Gen 4 Cockpit One (CP1)
Infotainment System Operating TIPS
INTRODUCTION:
This bulletin provides helpful tips to use when diagnosing customer concerns which may arise when
operating the new-generation Denso CP1 Multimedia Navigation (AVN) & Display Audio (DA)
systems. This new Gen 4 head unit containing audio and navigation features, is also referred to
as Cockpit One (CP1) Infotainment system. The new system consists of two modules: a Cockpit
Control Unit (CCU) and, either a dual 7” display audio unit (“Base”), an 11.6” display audio (“Mid”)
or 11.6” display audio / navigation (“High”) system also known as the Center Information Display
(CID). Reference photos of each system are supplied below.
(A)
(A) “Base” 		
(B),(B),
(C)(C) “Mid” & “High”
௬
ID
Audio Unit Type
(A)
“Base” - Audio only
(B)
“Mid” - High-grade Audio only
(C)
“High” - High-grade Audio & Navigation
NC-03379
Audio systems used in previous models produced by Fujitsu- (Denso) TEN and Harman have similar
“Operating TIPS” bulletins available on STIS. Both are “live” documents and get updated regularly
with new information. This bulletin will continue along those same lines and format, receiving
regular updates with the latest information as it is received.
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: 15-259-20R; Revised: 01/11/22
Page 1 of 26
CONDITION #1a: During Navigation operation, the map orientation can be changed between 2D
north-up, 2D heading-up and 3D.
 2D north-up
 2D heading-up
 3D heading-up
CAUSE:
The map orientation defaults to 2D north-up, 2 mile scale whenever the ignition is cycled off-on.
RECOMMENDATIONS:
This is a normal operating characteristic.
CONDITION #1b: Navigation issues due to street names not shown.
CAUSE:
Street names are not shown.
RECOMMENDATIONS:
Just a reminder there are three map orientation modes: 2D north-up, 2D heading-up and 3D
heading-up.
2D north-up
2D heading-up
3D north-up
Please note street names only appear in 2D north-up and 2D heading-up. Street names are not
shown in 3D heading-up map orientation mode. This is TomTom User Interface constraint for
CP1.0 system. So this operation is characteristic.
Continued...
Bulletin Number: 15-259-20R; Revised: 01/11/22
Page 2 of 26
CONDITION #1c: Navigation issues due to no match for the address
CAUSE:
Unable to find an address using on-board navigation typing or speaking the address.
RECOMMENDATIONS:
Occasionally we see reports of an address or POI not able to be found in the navigation system.
Please keep in mind the TomTom data base used with NAVI feature requires regular updates to
stay current due to bug fixes as well as information revisions. When assisting with such cases, first
duplicate the issue and document the address in question. Then ensure the system has the latest
software update and the latest map version. Bringing system up to date offers operation improvement
as well as helps to establish a baseline to perform diagnostic.
If even after the map is updated , there is still a concern about inaccurate map data (no match for
street name, no match for town/city name, address not found etc.) we appreciate the feedback
reported using the link from SOA website https://www.subaru.com/owners/index.html.
Select “Navigation” and the vehicle of interest using pulldown menus, click command button “Search
for Updates” button and use the link “Report Inaccurate Map Data”.
You would get redirected to the map share tool page following the link: https://www.mapsharetool.
com/external-iframe/external.jsp?CustomerId=20181921
Note: they need to choose a Facebook, Google or Yahoo account to submit your report, so it has
something to tie it to.
Continued...
Bulletin Number: 15-259-20R; Revised: 01/11/22
Page 3 of 26
See below for an example of reporting a map error.
Please keep in mind the TomTom database will always be less up to date vs smart phone navigation
applications, since it isn’t connected to the cloud using real time information.
CONDITION #2: NAVI screen does not show the correct location.
CAUSE:
It is possible during Delivery Mode for the NAVI GPS display to show Manhattan, NY location all
the time. This is a default setting for GPS in this mode. Other indicators of Delivery Mode are:
•
The arrow is gray in color
•
The clock time displayed is inacurate.
Following Delivery Mode or Memory Initialization
(map arrow is gray).
Normal Operation (map icon is blue/green).
Continued...
Bulletin Number: 15-259-20R; Revised: 01/11/22
Page 4 of 26
RECOMMENDATIONS:
If a vehicle presents with this concern, inform the customer that the map icon will change to cyan
(blue/green) and the clock will reset to the correct time as soon as the GPS module receives the
current vehicle location. In a case where the vehicle location shown on the Navigation screen does
not update to show the correct location and the clock remains inaccurate, perform the applicable
diagnostics to confirm the GPS antenna integrity and secure harness connection.
NOTE: The synching process time varies depending on the available GPS signal strength. Driving
the vehicle (while avoiding frequent direction changes) for a few miles will help to expedite the
process.
CONDITION #3: Artwork appearance on the Center Information Display disappears.
CAUSE:
It is a normal operating characteristic for the SXM station artwork to disappear from the CP1 / Gen 4
Infotainment system display whenever the vehicle is in motion. Artwork is restored when the vehicle
stops.
Artwork is displayed when stopped or parked.
Artwork is NOT displayed when moving.
This behavior occurs when using all audio sources including Bluetooth streaming and Media.
RECOMMENDATIONS:
Explain to customers questioning this condition that it is a normal operating characteristic intended to
reduce distraction. Replacing the head unit will not change this characteristic.
CONDITION #4: Engine Auto Start-Stop operation defaults to “ON” following the ignition cycle
off-on.
CAUSE:
The Auto Start-Stop feature operates automatically to save gasoline and reduce emissions when
the vehicle is stopped. By design, the Auto Start-Stop feature always defaults to ON whenever the
ignition is cycled off-on.
Continued...
Bulletin Number: 15-259-20R; Revised: 01/11/22
Page 5 of 26
RECOMMENDATIONS:
There may be times when this feature needs to be deactivated. Follow the sequence provided below
to deactivate Auto Start-Stop:
1. Touch the Vehicle Icon on the Home screen
2. Touch the Others tab on top
3. Move the Auto Start-Stop slider to OFF.
2
3
1
CONDITION #5: Sound Output is delayed following the CP1 / Gen 4 Infotainment system reboot.
CAUSE:
During the reboot function of the CP1 / Gen 4 Infotainment system (following ignition offon), multiple functions are being configured: Telematics system, Audio system, HVAC system,
Combination Meter Display, Center Information Display, mobile application functions and the
Navigation system (where applicable). NOTE: Tasks and operations dedicated to safety are given
the highest priority. This is the reason why operation of some controls like turning of the volume
knob or touch display selections might appear out of sync and be delayed. The same applies to the
sound output being delayed following a system reboot.
RECOMMENDATIONS:
Explain to customers this is a normal operating characteristic.
CONDITION #6: Voice Recognition (VR) operation is inconsistent when using Apple CarPlay or
Android Auto applications.
CAUSE:
When using the CarPlay or Android Auto application, it is important to note using a short press
(quick press/ release) of the Talk switch on the steering wheel to start the VR system invokes the
native (vehicle) on-board VR application and not Siri or Google. This is a different behavior from
the previous generation Harman Gen 3 head unit. This change allows the use of VR for HVAC or
media control while using CarPlay or Android Auto.
Continued...
Bulletin Number: 15-259-20R; Revised: 01/11/22
Page 6 of 26
RECOMMENDATIONS:
This detail is important to keep in mind when using the VR feature for functions like voice to call
or voice to text. For example, due to CarPlay protocols, placing a call using the native on-board VR
by speaking a contact name isn’t possible. When CarPlay is active, a long press of the Talk button
will activate Siri and allow calls to be made using the phone’s contact list. Alternatively, calls can be
made using the native on-board VR when prompted by speaking the desired phone number. To recap,
when CarPlay or Android Auto are in use, placing handsfree phone calls by speaking contact names
is not possible using the native VR system. In addition, when CarPlay or Android Auto are active, a
short press of the Talk button activates only the native VR system which can be used for HVAC and
other settings. When using CarPlay or Android Auto, a long press of the Talk button will activate Siri
/ Google Assistant to allow their use in making handsfree calls using the phone’s contact list. The
native VR can only be used to call contacts when CarPlay or Android Auto are NOT in use unless the
customer chooses to dial by phone number rather than by contact.
REMINDER: To start Siri / Google Assistant, while using CarPlay / Android Auto press and HOLD
(long press) the Talk switch on the steering wheel.
On-board Voice Recognition Activated
Siri Activated
The same is true when using the voice to text function. To start Siri/ Google Assistant, press and
HOLD the Talk switch on the steering wheel. This will initiate change-over from the native on-board
VR system to Siri / Google Assistant.
CONDITION #7: Intermittent volume adjustment
concerns when using Android Auto application.
CAUSE:
There are instances when using Android Auto, the
audio volume cannot be adjusted intermittently even
though notification of the adjustment by turning the
volume control knob occurs as shown below on the
display as shown here.
This condition occurs because Android Auto
operation is being prioritized over the CP1 / Gen 4
Infotainment system.
Continued...
Bulletin Number: 15-259-20R; Revised: 01/11/22
Page 7 of 26
RECOMMENDATIONS:
This condition is temporary and will clear eventually. To expedite clearing and regain faster volume
control for the audio source, there are some work arounds. One option is to relaunch Android Auto
by disconnecting and reconnecting the phone to the CP1 / Gen 4 Infotainment system or, a short
press
WHAT TO
DO IF
ofWHAT
the Talk
button on the steering wheel to start the native VR followed by saying “cancel” after the
TO DO IF
beep is heard. The procedure shown below copied from the Owner’s Manual regarding sound output
can
also be used.
TROUBLESHOOTING
TROUBLESHOOTING ISSUES COMMON TO THIS SYSTEM
Symptom
Cause
Action
The touch screen becomes unresponsive during
operation.
The sound suddenly stops working.
An error has occurred in the system.
Press and hold the “
” knob for 10
seconds or longer to reset the system.
SUBARU STARLINK
Always confirm the customer has the latest Android Auto and Google application updates installed on
XDualdevice
7.0-inchas
display
system
only
their
regular
enhancements
are released to ensure the best experience.
Symptom
Likely cause
CONDITION
#8: Android Auto
does not launch.
SUBARU STARLINK does not start.
The time does not match.
Solution
Connect your smartphone.
Page
79
Set the phonebook download function
CAUSE / NOTE: The vehicle must be stopped and the electric
parking brake (EPB) must be82 ON
to on.
to complete the initial pairing process between the CP1 / Gen 4 Infotainment system and the phone
using the Android Auto application. When connecting a phone to the USB port, follow the messages
on both the CP1 display and the phone screen. See below an example.
CP1 System
GC7_US.indb
Android Phone
9
227
227
2019/05/30
RECOMMENDATIONS:
This is a normal operating characteristic. It is a good practice to confirm an undamaged, genuine
cable is used to connect the phone as well as the making sure the phone is set to accept connection
with a new vehicle.
Continued...
Bulletin Number: 15-259-20R; Revised: 01/11/22
Appendix/What To Do If/Index
Only the background is displayed on the screen
and no icons appear.
Page 8 of 26
15:32:36
CONDITION #9: Android Auto connection failure is displayed.
CAUSE:
Reports have been received regarding a communication error message
displayed on the phone screen as shown here.
When this message is displayed on the phone after connection to the
CP1 / Gen 4 Infotainment system, the Android Auto application fails
to launch. Investigation has shown the source of this error is on the
phone side and can be resolved by re-synching communication by
disconnecting and reconnecting the phone. The communication error
number (12 shown in the example) is irrelevant.
RECOMMENDATIONS:
When reviewing a similar issue, explain to the customer that replacing
the head unit will not resolve this condition as it is not the root cause of
the error. It is a good practice to confirm an undamaged, genuine cable
is used to connect the phone as well as making sure the phone is set to
accept connection with a new vehicle.
CONDITION #10: User is unable to download Phonebook Contacts.
CAUSE:
Confusion regarding the phone contact transfer process.
RECOMMENDATIONS:
When assisting with questions about the phonebook download process, start by verifying the option is
enabled in the CP1 / Gen 4 Infotainment system using the following screen shot as a guide.
Home > Settings > Phone > Phonebook/Recent Calls
Continued...
Bulletin Number: 15-259-20R; Revised: 01/11/22
Page 9 of 26
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.
•
Apple Device
Select Bluetooth setting, then under “MY
DEVICES”, click on the “i” symbol next to
connected device to confirm “Sync Contacts”
and “Show Notifications” options are enabled
as shown below. It is strongly recommended
to restart the vehicle to finalize the pairing
process and ensure all devices are properly
synchronized.
NOTE: The system can store up to 2000 phone numbers. The total number of phonebook
contacts transferred from the phone would be equal or less, because it depends on the amount of
data each contact contains (multiple phone numbers, address, email, etc.).
CONDITION #11: Unable to transfer Phone Favorites to CP1 / Gen 4 Infotainment system.
CAUSE:
Keep in mind, the CP1 / Gen 4 Infotainment system’s Favorites list and that of the paired phone are
not synchronized. The Bluetooth phone’s Favorites list will not be downloaded automatically, even
after the phonebook data has been downloaded from the Bluetooth phone. The customer is required
to manually register the contacts in the Favorite list. The maximum number of Favorite contacts is
15.
RECOMMENDATIONS:
Explain to customers this is a normal operating characteristic.
Continued...
Bulletin Number: 15-259-20R; Revised: 01/11/22
Page 10 of 26
CONDITION #12: Playback of audio files using a USB memory device does not work.
CAUSE:
There are no restrictions for the brand or size of the USB Memory device. All will work with the
CP1 / Gen 4 Infotainment system as long as they meet following requirements:
•
USB communication formats: USB 2.0 LS (1.5 Mbps) / FS (12 Mbps) / HS (480 Mbps)
•
File format: FAT 32
•
Supported file extensions: m4a / aac, mp3, wma, wav, flac, m4a NOTE: It is recommended
to remove all files in formats not supported by the CP1 system from the USB memory device.
Always confirm the customer is using a correct port as well as
following the guide lines for the media requirements. If the customer
still can’t play back their audio files using a USB memory device,
confirm the device has not been damaged. Once the USB device is
Insert
discfollow
with the label
confirmed to
be the
OK,
the side
applicable Service Manual procedure
facing the rear of the vehicle.
to perform further diagnostics.
(240,1)
*: If equipped
- Operation Flow: Using Playback Modes Display the playback mode list.
Select the playback mode.
Play a track.
CONDITION
#13: Even if a user follows the
proper procedure, a “Notification
Date” cannot be set
Center Information Display (CID)
238
and shows “ - - / - - / - - - - / “ as shown below after inputting a notification date and pressing
“Set.”
NOTE
Tires setting:
! Maintenance
. The vehicle posture indication may
CAUSE: differ from the actual vehicle posture.
. For Outback, when X-MODE has
Date and Time
haveon,
not
The
been turned
thebeen
screenset.
of the center
information display will be changed to
user must set
a date and time prior to
the X-MODE screen.
.
The
vehicle posture
angle varies not
setting a “Notification
Date.”
only due to the angle of the road
surface, but also due to the vehicle tilt
caused by the occupants, cargo, and
acceleration or deceleration.
RECOMMENDATIONS:
Two methods to set the date and time
for the
BASE model are listed below:
GC7_US.indb 33
1) Synchronize with Phone: Pair a
Bluetooth phone to synchronize the
date and time from the phone.
2) Manual: Manually set the date and
time using the Time Setting menu.
Depending on the audio source, several
items from these categories are displayed
in a list.
The setting procedure is the same as
“Engine Oil” setting, but touch the “Tires”
item in step 2.
Maintenance Schedule setting:
The setting procedure is the same as
“Engine Oil” setting, but touch the “Maintenance Schedule” item in step 2.
NOTE
. Touch “Reset” to reset each setting.33
. Touch “Update” to revert to the
default value.
Maintenance reminders can be set.
Engine oil setting:
1. Touch
(Maintenance).
2. ?
(Engine Oil)
3. Select “Notification Date” or “Notification Distance” of the reminder.
4. ? “Set”
5. ?
2019/05/30
Vehicle Owner’s Manual for
Maintenance (Page 238)
Oil Filter setting:
The setting procedure is the same as
“Engine Oil” setting, but touch the “Oil
Filter” item in step 2.
NOTE: On Mid and High models,
once the system receives GPS data from the DCM (Mid/High model) or CCU (High model), the head
unit will set the date and time automatically.
Continued...
Bulletin Number: 15-259-20R; Revised: 01/11/22
1
Quick Guide (DUAL 7.0-INCH DISPLAY SYSTEM)
NOTE: Either front USB port can play back audio files. In case two USB memory devices are
connected, the one connected first will be used by the system for playback operation. In case
an Apple device is connected to one of the USB ports, only the Apple device (Carplay / Subaru
STARLINK) can be used. During this time, USB Memory Device playback isn’t available since the
BASIC FUNCTION
USB port operates in “Host mode” during Carplay or Subaru STARLINK operation.
LOADING AND UNLOADING A DISC*
CONNECTING A USB
RECOMMENDATIONS:
MEMORY DEVICE/
Loading a disc
Unloading a disc
The USB audio playback screen can be accessed by pressing the Media PORTABLE DEVICE
icon on the home screen.
Page 11 of 26
北米Model "A2570BE-A" EDITED: 2019/ 5/ 24
15:30:36
CONDITION #14: Genuine Subaru accessory CD player does not play back “lossless” (listed as
ALAC and FLAC in the table below) audio file formats although the Owner’s Manual shows CP1
does support these formats.
TIPS FOR OPERATING THE AUDIO SYSTEM
● For USA customers, please visit www.subaru.com for
details. Outside of the USA customers, contact your local
dealer to arrange a demonstration in order to confirm
whether or not the phone can be paired with the vehicle.
FILE INFORMATION
Codec
Description
Channels
Container/
Extension
MPEG-4 AAC
LC
8-48 kHz sampling rate
8-320 kbps CBR, VBR
Mono and
stereo
.m4a, .aac
MPEG-4 HE
AAC
16-48 kHz sampling rate
8-320 kbps CBR, VBR
Mono and
stereo
.m4a, .aac
MPEG-4 HE
AAC v2
16-48 kHz sampling rate
8-320 kbps CBR, VBR
Mono and
stereo
.m4a, .aac
MP3
8-48 kHz sampling rate
8-320 kbps CBR, VBR
Mono,
Stereo,
and Joint
.mp3
WMA2/7/8/
9/9.1/9.2
16-48 kHz sampling rate
8-320 kbps CBR, VBR
Mono and
stereo
.wma
PCMWAVE
8 bit and 16 bit
8000, 16000, and 44100 Hz
sampling frequency
Mono and
stereo
.wav
FLAC
44.1 kHz, 48 kHz, 88.2 kHz,
96 kHz, 176.4 kHz, 192 kHz
sampling rate
16 bit, 24 bit
Mono and
stereo
.flac
Codec
ALAC
Description
Channels
44.1 kHz, 48 kHz, 88.2 kHz,
96 kHz, 176.4 kHz, 192 kHz
sampling rate
16 bit, 24 bit
Mono and
stereo
Container/
Extension
.m4a
● The player is compatible with VBR (Variable Bit Rate).
● MP3 (MPEG Audio Layer 3), WMA (Windows Media
Audio) and AAC (Advanced Audio Coding) are audio
compression standards.
● This system can play AAC/AAC+ v2/MP3/WMA files on
CD-R*, CD-RW discs*, USB memory device, and Bluetooth
device.
*: If equipped
● This system can play disc recordings compatible with ISO
9660 level 1 and level 2 and with the Romeo and Joliet
file system.*
*: If equipped
● When naming an AAC/AAC+ v2/MP3/WMA file, add an
appropriate file extension (.mp3/.wma/.m4a).
● This system plays back files with .mp3/.wma/.m4a file
extensions as AAC/AAC+ v2/MP3/WMA files respectively.
To prevent noise and playback errors, use the appropriate
file extension.
● This system can play only the first session when using
multi-session compatible CDs.*
*: If equipped
178
CAUSE:
The information on page 178 of the Owner’s Manual shows “FILE INFORMATION” for Audio
GC7_US.indb
178
2019/05/30
System but, this information is only applicable when using a USB Memory Device.
15:32:04
RECOMMENDATION:
As a work-around, use WMA/MP3/AAC file formats to play back audio CDs originally created in
lossless formats.
CONDITION #15: Microphone test anomaly
When performing the diagnostic checks for microphone operation using DIAGNOSTICS MODE
(Dealership Mode/ Function Check/Microphone), the level gauge reading may appear weaker than
expected or what may have been seen during prior testing. In some cases, a time lag or no or just one
bar may be displayed when speaking into the microphone. This can occur both input levels and does
not necessarily indicate a concern with the microphone.
Continued...
Bulletin Number: 15-259-20R; Revised: 01/11/22
Page 12 of 26
Lower Display Screen on
“Base” Models
Display Screen on “Mid”
and “High” Models
CAUSE:
There is a known bug with the RC2003 software update released in June 2020. See Appendix B
in TSB 15-261-20R to confirm if the software of the unit being repaired is impacted by this bug.
This bug affects only the display of the microphone test and in no way impacts actual microphone
operation.
RECOMMENDATIONS:
With the microphone display being impacted, it is recommended to use other diagnostic methods.
Alternatively, troubleshoot the microphone operation using the Voice Recognition feature to
confirm the unit receives voice input correctly or, make a voice call. If concerns remain, perform
continuity and voltage drop testing to confirm if a poor contact or connection may exist. Reference
the applicable Service Manual for related wiring diagrams for the Cockpit Control Module and
microphone wiring diagrams, with or without Telematics depending upon the vehicle.
CONDITION #16: Weather Alert message
CAUSE:
The Denso CP1 system is designed to receive severe weather alert information from Sirius XM
(SXM) and display a pop-up window with the alert message as shown below.
Continued...
Bulletin Number: 15-259-20R; Revised: 01/11/22
Page 13 of 26
RECOMMENDATIONS:
Denso implemented SXM Weather Alert settings within the Gen 4 CP1 controls. These settings
control all alert types as well as the ability to completely turn the alerts off. Unlike Gen 3 Harman,
the settings for Weather Alert in Gen 4 Denso are in the SiriusXM Travel Link menu (Applications).
See the Gen 4 screenshots below.
Continued...
Bulletin Number: 15-259-20R; Revised: 01/11/22
Page 14 of 26
CONDITION #17: CarPlay operation hints
CAUSE:
There have been several reports received related to Apple CarPlay operation resulting in unnecessary
head unit replacement while the root cause of the condition was any or all of following:
• the iPhone used to control the application
• the USB cable (non-Genuine Apple cable)
• the USB Hub (Aux port- damaged or other).
The iPhone is a “master” supervising the Apple CarPlay application projected on the system.
RECOMMENDATIONS:
Any time communication is interrupted between these devices, it will impact Apple CarPlay
functionality. The hints below are intended to help interpret the data shared by the customer.
•
Handsfree call in progress (clock with green background)
Gen 4 Denso CP1 CID
Gen 3 Harman Head Unit Display
NOTE: This information may be beneficial if the customer asks about the clock background color
changing at random or, how to confirm a handsfree call was in progress when the condition occurred.
Diagnostic hint: Check the phone screen when the condition occurs to see what is active on it or if
any error messages are displayed.
•
iPhone MIC is enabled by another application (clock with red background)
Gen 4 Denso CP1 CID
Gen 3 Harman Head Unit Display
Continued...
Bulletin Number: 15-259-20R; Revised: 01/11/22
Page 15 of 26
NOTE: A report was received with a customer concern of the audio streaming app stopping at
random. It turned out, the Camera application (video) has been accidently started on the iPhone and
was interfering with the audio streaming application. It was determined by using clock background
attribute showing the MIC was enabled each time the streaming stopped. Replacing the hardware
in the vehicle would not have had any effect or resolved this case but, helping the customer to
understand how the phone works will likely prevent future concerns.
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 duplicates consistently, or if only intermittent, always perform a complete diagnosis to
eliminate the iPhone, the cable and / or the USB Hub being the root cause. Intermittent concerns
are always more challenging and might require consistently collecting information from the customer
over a period of time to understand the steps required to duplicate the concern.
NOTE: Observing the iPhone screen is as important as monitoring the head unit display. See the
examples below which illustrate this point.
•
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 will be helpful when explaining why the radio or CD stop playing when
the Waze app was started. The head unit projects what the iPhone is pushing to it. Hardware
replacement will NOT fix the concern of a crashing phone app. In cases like this, frequent iPhone
reboots or restarts (especially after recent iOS update) or updating or reinstalling the application on
the phone were suggested. Check the comments in iTunes store as this may be a known concern with
the app.
Hopefully, the information above is helpful. Always check for those types of details as well as
utilization of any reference material available on Subarunet (Service Operations & Technical/ Forms
and Downloads) including TSGs, TSBs, Operating Tips etc.
Continued...
Bulletin Number: 15-259-20R; Revised: 01/11/22
Page 16 of 26
CONDITION #18: No Audio during CarPlay
CAUSE:
A number of reports have been received stating the Audio Output (radio, CD, USB etc.) gets
interrupted when the Apple CarPlay app is launched or a Navigation app (e.g. Waze) or audio
streaming application is (e.g. TuneIn) is started from the Apple CarPlay environment.
Gen 4 Denso CP1 CID
RECOMMENDATIONS:
This is a normal operating 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 e-mails or other
phone-side actions.
Restore the audio playback by switching the source back to Radio or Media as applicable using the
touch display or steering switch. Another work-around is to clear the iPhone’s CarPlay cache. Steps
to do this are supplied below.
Continued...
Bulletin Number: 15-259-20R; Revised: 01/11/22
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In case the audio output is not restored, follow the troubleshooting flowchart using the link on
Subarunet (Service Operations & Technical/ Forms and Downloads) and document the results in the
applicable questionnaire.
CONDITION #19: SXM Functions
CAUSE:
Several reports have been received of normal operation being mistaken as a failed behavior resulting
in corrective actions leading to unnecessary hardware replacement.
RECOMMENDATIONS:
As an example, based on enabled SXM settings, the information displayed on the CID can vary
during SXM playback or when changing between SXM channels. Below are some definitions from
the Owner’s Manual to help with the terminology:
Smart Favorites: The first 10 channels which are registered to a preset button will automatically be
registered to Smart Favorites. Channels registered to Smart Favorites can be cached and played back
as desired within a certain amount of time. Smart Favorites channels would have a designation
symbol appearing in preset button in the upper right corner (
)
Smart Favorites allows the head unit to buffer up to 1 hour of audio content.
Continued...
Bulletin Number: 15-259-20R; Revised: 01/11/22
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Tune Scan: Channels registered to Smart Favorites can be scanned to find a desired channel. If Tune
Scan setting is ON, the “Scan” button changes to “Tune Scan”.
The screenshots below show how to control SXM functions and what it looks like on the Home
screen.
OFF
ON
Tune Start: When this function is on, channels registered as Smart Favorites will be cached and
when the channel is changed, the song on that channel can be listened to from the beginning. Reports
have been received where the customer is not sure how to bring back the display of the preset buttons
once the cache / song replay screen has popped up. Touching the “Replay” soft button will remove
the cache / song replay screen.
Continued...
Bulletin Number: 15-259-20R; Revised: 01/11/22
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NOTE: This playback option automatically appears for Smart Favorites when the “Tune Start”
setting is ON and based on when the smart favorite channel is selected. Tune Start causes the module
to start playing from the start of the most recent buffered song with each station selection change.
This operation is a normal operating characteristic. Do NOT replace hardware to stop getting the
replay screen following Smart Favorite channel selection. If the customer wants to stop the playback
option from automatically appearing for Smart Favorites, turn “Tune Start” setting to OFF using
SiriusXM Setting options.
Below are some screenshots of these conditions:
•
Playback option appears, when the channel selected playing a new song:
Select Ch.019
Preset #5
Ch.016 Preset #5 is
currently playing
•
Ch.019 Preset #5
selected
Ch. 019 Preset #5
selected
Ch. 019 Preset #5
selected
Playback option
comes up, because
the song has changed
Press “Replay” to
return to Preset
buttons
Presets displayed
again
Playback option does not appear, when the channel selected playing the same song
Select Ch.016
Preset #6
Ch.019 Preset #9 is
currently playing
Ch.016 Preset #6
selected
No playback option,
because the same
song was playing
during previous
selection
Ch.016 Preset #6
selected
No playback option,
because the same
song was playing
during previous
selection
Continued...
Bulletin Number: 15-259-20R; Revised: 01/11/22
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Observing the time bar is useful in understanding the replay feature and why it doesn’t start each time
Smart Favorite channel is chosen with Tune Start setting enabled.
Reply button selected
(cache is full)
Playing out of cache from
the start of backup
(up to 60 min)
Smart Favorite reply from
the beginning of song
(1min7sec)
REMINDER: Always confirm the concern the customer is reporting is not related to characteristic
SXM Features which may be controlled by changing settings prior to any hardware replacement.
CONDITION #20: Missing “Camera” setting
CAUSE:
A report was received describing a missing “Camera” setting in Settings/General menu:
Camera setting PRESENT
Camera setting MISSING
missing
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Bulletin Number: 15-259-20R; Revised: 01/11/22
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RECOMMENDATIONS:
After further investigation, it was determined to be a result of a needed process not being followed
during replacement of the combination meter. The new combination meter was installed but not
programmed properly by completing the required Variant Work. Always follow the applicable
Service Manual instructions on STIS and confirm completion of all the necessary steps before
condemning a possibly related system or hardware component. The Service Manual image below
is an example of the VARIANT WORK procedure required for Combination Meter System
replacement. Always follow the applicable procedure for the vehicle being repaired.
CONDITION #21: SXM reception outage
CAUSE:
This issue could happen due to signal loss or subscription status change.
RECOMMENDATIONS:
Start diagnostic by confirming no warning messages are displayed to indicate receptions issues:
antenna malfunction or signal loss. It is also a good practice to tune to Ch. 001-XM Preview
and verify there is audio (sound) present. Also use built-in SERVICE DIAGNOSTICS MODE as
described in the service manual to verify SXM antenna status (SXM-> OK). Unless there are issues
with receiving the signal due SXM antenna, harness failures or internal system malfunction, most
likely a simple signal refresh will restore normal operation. Please use the link www.siriusxm.com/
refresh and follow the steps outlined by SXM. Remember to allow enough time for the system to
sync the data by keeping the system powered up after the signal refresh is initiated. During the trial
period, an SXM representative might engage with the customer to let them know about their trial and
when it is going to expire. If the SXM service provider does not hear from the customer or receive
some type of payment, they assume the customer is not interested and deactivate SXM radio after
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the trial period is over. SXM service provider offers free listening campaigns, which run several
times each year. Whenever there is a concern about SXM service outside the trial period, always
confirm the customer’s subscription is active and current before condemning the head unit. Radio ID
is displayed when tune to Ch.0. If needed, feel free to contact SXM Advance Technical Support at
1-866-463-5326 (Monday – Friday: 8am – 8pm EST, Saturday – Sunday: Closed to perform.
CONDITION #22: Travel Link Application greyed out or Traffic information not available
CAUSE:
This issue could happen due to signal loss or subscription status change.
RECOMMENDATIONS:
When you are investigating a case for the Travel Link Application icon remaining grey or for Traffic
information not being available, please confirm the Travel Link Application or Traffic information
have been operational previously. Next please confirm SXM reception is not compromised and the
customer is still subscribed for SXM services. Please also review information in the item SXM
reception outage covered in CONDITION #21.
CONDITION #23: CP1 software version verification
CAUSE:
CP1 software update might be performed incorrectly.
RECOMMENDATIONS:
When you confirm CP1 system software version information, please assure the system has been
running long enough to finish boot-up process. We don’t have a spec for how long to wait. Good
practice might be to wait around 3 minutes. If you don’t wait long enough some versions would be
missing or asterisk symbols (****) as shown below.
By the way it is correct to see Deck version as asterisk symbols (****), when CD Player is not
installed. With that said please don’t confuse the case with no “RAD_SW” version and “DSP_FW”
version displayed or showing asterisk symbols (****), even after waiting long enough for the
system to complete boot-up. That would a sign for the failed software update. For more details see
Subarunet message “Recall WRH-20 / WRI-20 Denso Gen 4 CP1 software update. Critical points to
avoiding unnecessary hardware replacement” posted January 5, 2021.
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Bulletin Number: 15-259-20R; Revised: 01/11/22
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CONDITION #24: CD and Rockford Fosgate amp installation
CAUSE: how to combine installation of CD Player accessory and Rockford Fosgate Audio Upgrade
accessory.
RECOMMENDATIONS: Please note accessory CD player can be installed with the accessory
Rockford Fosgate system.
In order to do so, you should use the harness from Rockford Fosgate Audio Upgrade kit instead of
Power Harness from CD Player Installation Kit
Continued...
Bulletin Number: 15-259-20R; Revised: 01/11/22
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CONDITION #25: Volume adjustment isn’t available and Audio isn’t playing
CAUSE: There have been many reports for audio playback and volume adjustment issue following
CP1 reboot. Please keep in mind it might be a normal operation, if you see a message “No Audio
Playing” in the status bar area.
The message “No Audio Playing” in the status bar area indicates no audio source was selected for
CP1 following reboot. Likely resulted from CP1 running projection application or streaming audio
prior its shutdown. This is not a failure and the customer should not be alarmed.
RECOMMENDATIONS: please select the audio source (SXM, AM, FM, Media etc.) to enable
playback (audio output)
FROM
TO
Please keep in mind, Telematics service and VR features are still available regardless “No Audio”
source selected. By pressing talk button on steering switch would allow to hear voice prompt for
voice command, which verifies the audio playback is operational. Adjusting volume while “No
Audio Playing” isn’t advised, because there is no audio source available.
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Bulletin Number: 15-259-20R; Revised: 01/11/22
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It is also advised to wait for CP1 to complete its setup process (configure applicable settings: pair
accessory, load SXM lineup, find NAVI satellites etc. ), prior to entering command using CID soft
buttons. This action could overload command buffer delaying completion of boot process, which
might also get confused with CP1 malfunction.
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: 15-259-20R; Revised: 01/11/22
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