15-192-22R
Service Bulletin Details
Public Details for: 15-192-22R
This bulletin has been developed to outline the steps for gathering basic essential information during diagnosis and repair of the infotainment concerns. (applicable to all models with harman or denso cp1 infotainment).
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2021 SUBARU OUTBACK |
2021 SUBARU WRX |
2021 SUBARU WRX STI |
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2020 SUBARU OUTBACK |
2020 SUBARU WRX |
2020 SUBARU WRX STI |
Models from 2019
2019 SUBARU ASCENT |
2019 SUBARU BRZ |
2019 SUBARU CROSSTREK |
2019 SUBARU FORESTER |
2019 SUBARU IMPREZA |
2019 SUBARU LEGACY |
2019 SUBARU OUTBACK |
2019 SUBARU WRX |
2019 SUBARU WRX STI |
Models from 2018
2018 SUBARU BRZ |
2018 SUBARU CROSSTREK |
2018 SUBARU FORESTER |
2018 SUBARU IMPREZA |
2018 SUBARU LEGACY |
2018 SUBARU OUTBACK |
2018 SUBARU WRX |
2018 SUBARU WRX STI |
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2013 SUBARU BRZ |
2013 SUBARU CROSSTREK |
2013 SUBARU FORESTER |
2013 SUBARU IMPREZA |
2013 SUBARU LEGACY |
2013 SUBARU OUTBACK |
2013 SUBARU TRIBECA |
2013 SUBARU WRX |
2013 SUBARU WRX STI |
2013 SUBARU XV CROSSTREK |
Models from 2012
Models from 2011
2011 SUBARU B9 TRIBECA |
2011 SUBARU FORESTER |
2011 SUBARU IMPREZA |
2011 SUBARU LEGACY |
2011 SUBARU OUTBACK |
2011 SUBARU TRIBECA |
2011 SUBARU WRX |
2011 SUBARU WRX STI |
Models from 2010
2010 SUBARU B9 TRIBECA |
2010 SUBARU FORESTER |
2010 SUBARU IMPREZA |
2010 SUBARU LEGACY |
2010 SUBARU OUTBACK |
2010 SUBARU TRIBECA |
2010 SUBARU WRX |
2010 SUBARU WRX STI |
Models from 2009
Models from 2008
Models from 2007
2007 SUBARU B9 TRIBECA |
2007 SUBARU FORESTER |
2007 SUBARU IMPREZA |
2007 SUBARU LEGACY |
2007 SUBARU OUTBACK |
2007 SUBARU TRIBECA |
2007 SUBARU WRX |
Models from 2006
2006 SUBARU B9 TRIBECA |
2006 SUBARU BAJA |
2006 SUBARU FORESTER |
2006 SUBARU IMPREZA |
2006 SUBARU LEGACY |
2006 SUBARU OUTBACK |
2006 SUBARU OUTBACK SPORT |
2006 SUBARU TRIBECA |
2006 SUBARU WRX |
Models from 2005
2005 SUBARU BAJA |
2005 SUBARU FORESTER |
2005 SUBARU IMPREZA |
2005 SUBARU LEGACY |
2005 SUBARU OUTBACK |
2005 SUBARU WRX |
2005 SUBARU WRX STI |
Models from 2004
2004 SUBARU BAJA |
2004 SUBARU FORESTER |
2004 SUBARU IMPREZA |
2004 SUBARU LEGACY |
2004 SUBARU OUTBACK |
2004 SUBARU WRX |
2004 SUBARU WRX STI |
Models from 2003
2003 SUBARU BAJA |
2003 SUBARU FORESTER |
2003 SUBARU IMPREZA |
2003 SUBARU LEGACY |
2003 SUBARU OUTBACK |
2003 SUBARU WAGON |
2003 SUBARU WRX |
Models from 2002
2002 SUBARU FORESTER |
2002 SUBARU IMPREZA |
2002 SUBARU LEGACY |
2002 SUBARU OUTBACK |
2002 SUBARU WAGON |
2002 SUBARU WRX |
Models from 2001
2001 SUBARU ESTEEM |
2001 SUBARU FORESTER |
2001 SUBARU IMPREZA |
2001 SUBARU LEGACY |
2001 SUBARU OUTBACK |
Models from 2000
2000 SUBARU ESTEEM |
2000 SUBARU FORESTER |
2000 SUBARU IMPREZA |
2000 SUBARU LEGACY |
2000 SUBARU OUTBACK |
Models from 1997
1997 SUBARU FORESTER |
1997 SUBARU IMPREZA |
1997 SUBARU LEGACY |
1997 SUBARU OUTBACK |
1997 SUBARU SVX |
Models from 1996
1996 SUBARU FORESTER |
1996 SUBARU IMPREZA |
1996 SUBARU LEGACY |
1996 SUBARU OUTBACK |
1996 SUBARU SVX |
Models from 1995
1995 SUBARU FORESTER |
1995 SUBARU IMPREZA |
1995 SUBARU JUSTY |
1995 SUBARU LEGACY |
1995 SUBARU OUTBACK |
1995 SUBARU SVX |
Models from 1994
1994 SUBARU BRAT |
1994 SUBARU DL |
1994 SUBARU GL |
1994 SUBARU IMPREZA |
1994 SUBARU JUSTY |
1994 SUBARU LEGACY |
1994 SUBARU LOYALE |
1994 SUBARU SVX |
1994 SUBARU WAGON |
1994 SUBARU XT |
1994 SUBARU XT-6 |
Models from 1993
Models from 1992
Models from 1991
1991 SUBARU BRAT |
1991 SUBARU DL |
1991 SUBARU GL |
1991 SUBARU GL-10 |
1991 SUBARU JUSTY |
1991 SUBARU LEGACY |
1991 SUBARU LOYALE |
1991 SUBARU SUBARU |
1991 SUBARU WAGON |
1991 SUBARU XT |
1991 SUBARU XT-6 |
Models from 1990
Models from 1989
1989 SUBARU BRAT |
1989 SUBARU DL |
1989 SUBARU GL |
1989 SUBARU GL-10 |
1989 SUBARU JUSTY |
1989 SUBARU LEGACY |
1989 SUBARU LOYALE |
1989 SUBARU SUBARU |
1989 SUBARU WAGON |
1989 SUBARU XT |
1989 SUBARU XT-6 |
Models from 1988
Models from 1987
1987 SUBARU BRAT |
1987 SUBARU DL |
1987 SUBARU GL |
1987 SUBARU GL-10 |
1987 SUBARU JUSTY |
1987 SUBARU LEGACY |
1987 SUBARU LOYALE |
1987 SUBARU SUBARU |
1987 SUBARU WAGON |
1987 SUBARU XT |
1987 SUBARU XT-6 |
Models from 1986
1986 SUBARU BRAT |
1986 SUBARU DL |
1986 SUBARU GL |
1986 SUBARU GL-10 |
1986 SUBARU LOYALE |
1986 SUBARU SUBARU |
1986 SUBARU WAGON |
1986 SUBARU XT |
1986 SUBARU XT-6 |
Models from 1985
1985 SUBARU BRAT |
1985 SUBARU DL |
1985 SUBARU GL |
1985 SUBARU GL-10 |
1985 SUBARU LOYALE |
1985 SUBARU SUBARU |
1985 SUBARU WAGON |
1985 SUBARU XT |
1985 SUBARU XT-6 |
Models from 1984
1984 SUBARU BRAT |
1984 SUBARU DL |
1984 SUBARU DL1600 |
1984 SUBARU GL |
1984 SUBARU GL-10 |
1984 SUBARU LOYALE |
1984 SUBARU SUBARU |
1984 SUBARU WAGON |
1984 SUBARU XT |
1984 SUBARU XT-6 |
Models from 1983
1983 SUBARU BRAT |
1983 SUBARU DL |
1983 SUBARU GL |
1983 SUBARU GL-10 |
1983 SUBARU LOYALE |
1983 SUBARU SUBARU |
1983 SUBARU WAGON |
1983 SUBARU XT |
1983 SUBARU XT-6 |
Models from 1979
1979 SUBARU BRAT |
1979 SUBARU SUBARU |
Models from 1978
1978 SUBARU BRAT |
1978 SUBARU SUBARU |
Models from 1977
1977 SUBARU SUBARU |
1977 SUBARU WAGON |
Models from 1976
1976 SUBARU SUBARU |
1976 SUBARU WAGON |
Models from 1975
1975 SUBARU SUBARU |
Models from 1974
1974 SUBARU DL |
1974 SUBARU SUBARU |
Models from 1971
1971 SUBARU FF-1 |
Models from 1970
1970 SUBARU FF-1 |
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 © 2022 Subaru of America, Inc. All rights reserved. SERVICE INFORMATION BULLETIN APPLICABILITY: All Models with Harman and Denso CP1 Infotainment NUMBER: 15-192-22R SUBJECT: Infotainment Concern Data Collection Guidelines DATE: 02/16/2022 REVISED: 03/18/2022 INTRODUCTION: This Service Information Bulletin has been developed to outline the steps for gathering basic essential information during diagnosis and repair of the Infotainment concerns. This is to be used in conjunction with the information provided in STIS to help complement it from a reporting standpoint. Any time a repair is made to the Infotainment system, there should be clear understanding of the concern reported by the customer and the steps to duplicate it. As with any repair, the first step of diagnosis is duplicating the concern and determining if it is a typical operating characteristic or unexpected operation. If the condition reported is an expected operating characteristic, this should always be demonstrated to the customer with their understanding confirmed before releasing the vehicle. A guaranteed successful repair of a customer’s Infotainment concern can only be achieved by following a proven diagnostic strategy outlined below. Various resources are available to help diagnose and repair the Infotainment system: TSBs, TechTIPS, Techline and FSEs. 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: 15-192-22R; Revised: 03/18/22 Page 1 of 11 SERVICE INFORMATION: REMINDER: Customer satisfaction and retention starts with performing quality repairs. • Always confirm the condition as reported by the customer. • Always attempt to use customer’s setup and equipment for concern duplication. • Always document the concern by capturing the steps leading to duplication and when possible record a video of concern. • Make sure the concern is not due to the setup or the customer’s accessory. • Always document Infotainment system software version and accessory details: make, model, software version. • Always document the date of the last concern duplication and collect the data log. It is IMPORTANT to understand some conditions cannot be resolved in the field solely by parts replacement. Some of these situations will require Techline assistance or assistance from the vendor. Those are the times, when getting essential data about the concern as well as the diagnostic performed are the most critical. Please keep in mind the basic essential information has to be captured to enable assistance as well as report a concern. Following the steps outlined below should be a good start. STEPS TO GATHER BASIC ESSENTIAL INFORMATION 1. Obtain a detailed description of the customer concern including steps to duplicate it and frequency of occurrence . • Multiple concerns must be addressed one by one as each may have a unique cause. Consult the customer, if you do not clearly understand each reported concern and document each separately. Lumping concerns together will delay or prevent review of the reported condition. 2. Confirm whether the concern is duplicated at the time of repair. 3. Obtain the Video of condition being duplicated (may be supplied by the Customer.) 4. Obtain the current Software Version the concern has been duplicated with (Clear photo of the Software Screen is BEST.) 5. Obtain the Phone Information (Make/ Model/Operating System Version) as applicable. • Screen shot of phone software version screen is BEST 6. Obtain SSM Data with DTCs and Related Troubleshooting Results. • Always perform diagnosis of current DTCs which may be related. Any electrical concern may be impacting the operation of the audio/ navigation system and must be resolved to eliminate it as a possible source of the condition. Conditions like this can be repaired TODAY. 7. Download Infotainment system Data Log and Note the Date/ Time of last occurrence (in item 1 summary above) – See Appendix A on Page 4. 8. Issue a TechShare QMR and attach all related data, images, video of condition duplication, phone information and Data Log along with a full description of the concern and how it was duplicated. Continued... Bulletin Number: 15-192-22R; Revised: 03/18/22 Page 2 of 11 Technicians following this method will find it provides the most efficient path to a successful Infotainment system repair. IMPORTANT CAUTION: Always disconnect the Telematics Data Communication Module (DCM) BEFORE any swapping of CCU. DCMs must NEVER be swapped or the customer’s services will not function and DCM replacement may be required as a result which would NOT be a warrantable repair. WARRANTY / CLAIM INFORMATION: For vehicles within the Basic New Car Limited Warranty period, this repair may be submitted using the following claim information: * Labor Description Labor Operation # Labor Time Fail Code INFOTAINMENT DATA LOG & QMR A031-170 1.4 ZUM-43 *Please include TechShare ID number in claim notes. QMR must have all essential information 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. Continued... Bulletin Number: 15-192-22R; Revised: 03/18/22 Page 3 of 11 Appendix A I. Denso CP1 Data Log Collection process (see TSB 15-285-21 for help to identify the vendor) II. Harman Head Unit Data Log Collection process (see TSB 15-285-21 for help to identify the vendor) III. Data log sharing for analysis I. CP1 Data Log Collection process Media: 1. The USB flash drives can be USB 2.0 or 3.0 of recommended 4GB or more storage capacity. 2. The USB flash drive MUST be reformatted to NTFS before loading any files to it. NTFS is not the standard format on most USB flash drives. 3. Log files are not overly large, 1GB size is sufficient. Note: In order to optimize data log analysis process as well as to improve accuracy it is strongly advised to mark the event of duplication. There are couple ways to do it, but the most common one is pressing the front defroster at least 4 times. We are still relying on collecting the approximate date and time of the event from the customer, if possible. The data log contains data for approximately last 14 days. Continued... Bulletin Number: 15-192-22R; Revised: 03/18/22 Page 4 of 11 Procedure Information: Entering and Exiting Dealership Mode The infotainment system has a self-check function (Dealership mode) which can be performed on the screen. The function enables functions including checking the system operation status, displaying the system status (Diagnostics Recorder), checking system information (Software Version). a. Please the steps below for entering Dealership mode. b. Select Diagnostics Recorder (Operated to output or delete diagnosis recorder settings and data. Turns on and off of the diagnosis recorder function.) Continued... Bulletin Number: 15-192-22R; Revised: 03/18/22 Page 5 of 11 c. Please stop the recording before you output diagnosis recorder data to a USB. d. Select Export Data to USB and insert USB Flash drive when prompted. Continue by pressing the “OK” button. e. Start exporting. The progress bar will display until completed. Continued... Bulletin Number: 15-192-22R; Revised: 03/18/22 Page 6 of 11 f. Press OK when prompted as shown below Enable data log recording turning on “Begin Recording” (see item c) g. Exit Dealership mode (see item a) h. Remove USB Flash and transfer the data. Note: if you haven’t been able to transfer the data due to the error message or no data stored on USB drive, please switch USB flash drive using the one confirmed to work prior. Also confirm you have prepared the media following instructions in “Media” section. i. It is a good practice to clear CPU’s log buffer, after you have verified the data log transfer from the USB drive was successful. Following successful data log export clear Recorded Data (see item c). CAUTION: NEVER clear the Recorded Data, until you have confirmed the recording has been captured on the USB and successfully moved to PC for uploading to TechShare. j. Transfer data log folder (CP1CCU_DREC) from USB drive to PC. Do not modify the folder name or the data inside the folder. Continued... Bulletin Number: 15-192-22R; Revised: 03/18/22 Page 7 of 11 k. Next step is sharing the data log for analysis using TechShare QMR attachment (TechShare QMR attachment). See section “III. Data log sharing for analysis” for additional information. II. Harman Head Unit Data Log Collection process Media: 1. The USB flash drives can be USB 2.0 or 3.0 of recommended 4GB or more storage capacity. 2. The USB flash drive MUST be reformatted to FAT 32 format before loading any files to it. 3. Log files are not overly large, 1GB size is sufficient. Process: Vehicles collect analytical data that can be downloaded to a USB memory device and sent to the SBR/Harman for further analysis. Retailer/Dealer needs to follow these steps to download Data Analytics file from vehicle’s Head Unit: 1. Go to the head unit home screen and connect the USB memory device 2. Press Home Button on Head Unit and press “TUNE/SCROLL” button 6 times. “Dealer Settings” screen will open. 3. Scroll down to the “Download Analytics Data” option. 4. Press “Download Analytics Data” button to download the Data Analytics file. 5. Wait for the data to be transferred to the USB memory device. 6. Press “OK” button and remove the USB memory device. Continued... Bulletin Number: 15-192-22R; Revised: 03/18/22 Page 8 of 11 7. Next step is sharing the data log for analysis using TechShare QMR attachment (TechShare QMR attachment). See section “III. Data log sharing for analysis” for additional information. III. Data log sharing for analysis The following instructions will explain how to successfully share the data log using TechShare QMR attachment. 1. Create QMR using TechShare application (press “Start a new QMR” button after TechShare application is started) and provide detailed description of the quality concern, diagnostic steps and repair results as applicable. This application is accessible via Subarunet -> Service Operations & Technical or via website link https://subarutechshare.com or mobile App “TechShare”. Keep in mind it is required to validate VIN information by pressing highlighted button “Check VIN” in order to enable “Create QMR” step. See an example below. It is mandatory to properly complete required fields in order to submit your report. See below examples for Web version and Mobile version. Make sure you include the date of failure duplication, steps to duplicate the failure, system software version. Video of the failure duplication is always a plus. Continued... Bulletin Number: 15-192-22R; Revised: 03/18/22 Page 9 of 11 BEST PRACTICE to use TechShare mobile App whenever possible while you are at the car, so you can take advantage of convenient features to optimize the process: scan the VIN, draft the QMR, and take a photo of the software version screen in the app, as well as a video of the condition while in the app. Additional information to assist with TechShare application usage is available under “User Documentation” link found in web version as shown below. 2. In case of Denso CP1 system the data log contains multiple folders. In order to properly and completely upload the data log, please compress the folder containing the data log to create .zip folder as shown below. For Harman the data log is already a compressed file, so it is not necessary to create .zip file. 3. Attach .zip data log from PC following TechShare directions. There will be a progress bar and turning wheel displayed to show the progress. Continued... Bulletin Number: 15-192-22R; Revised: 03/18/22 Page 10 of 11 4. It takes under 10 minutes to upload the file depending on its size. Once uploading is completed, the file is listed among attachments as shown below. 5. It is a good practice to confirm the attached file is present prior submission. You can do it by pressing “Save and exit” button at the top right corner next to “Submit” button. Your QMR should be listed as DRAFT. See below. 6. If not, you can search for it using VIN. 7. Go back to QMR clicking on QMR number link. Once the attachment status has been confirmed and all additional data supplied, please proceed with QMR submission. Bulletin Number: 15-192-22R; Revised: 03/18/22 Page 11 of 11