15-266-20R

ATTENTION:
GENERAL MANAGER
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PARTS MANAGER
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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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© 2020 Subaru of America, Inc. All rights reserved.
SERVICE INFORMATION BULLETIN
APPLICABILITY: All 2019-23MY Vehicles with Gen 2/Gen 3
			
Telematics
NUMBER: 15-266-20R
SUBJECT: Telematics Function and Operation Testing
		Information
REVISED: 04/05/23
DATE: 07/16/20
INTRODUCTION:
This Service Information Bulletin provides helpful procedures and best practices to utilize when
customers present with concerns relating to the operation of their Gen 2/Gen 3 Telematics system
equipped Subaru. The Gen 2/Gen 3 system was incorporated beginning in the 2019MY as shown in
reference table below.
SERVICE PROCEDURE:
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.
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: 15-266-20R; Revised: 04/05/23
Page 1 of 7
Any time a repair to the Telematics system is performed, proper operation of remote servicesmust be
verified to confirm a good repair. A post-repair press of the SOS or i-Button will NOT thoroughly
test or validate the proper operation of the Telematics system. It is CRITICAL to verify the
correct operation of the service. If the DCM has been removed from the vehicle for head unit
replacement/exchange, upon reinstallation of the DCM, the Technician must always verify the
operation of the Telematics system. This requirement is necessary to confirm the Telematics system's
functionality required for the Advanced Automatic Collision Notification (AACN) feature to operate
correctly should the need arise. Additionally, this step will help ensure a successful "Fixed Right First
Time" repair and positively affect customer satisfaction.
Best Practices:
1. Always try to verify the concern with the customer during the vehicle write-up. Witness the
behaviors the customer feels are in question and document them with pictures or video to ensure a
complete understanding.
a. Most repeat repairs result from failing to fully understand the customer’s concern or a failure
to verify the condition has been successfully addressed post-repair.
2. For customers whose availability is limited or unpredictable, obtain permission to have someone
at the Retailer added as an authorized user to their MySubaru account at the write-up. The new
Authorized User can now support the repair efforts locally.
a. At a minimum, the Retailer should request that the customer change their MySubaru PIN to
something generic and share it for use by the Technician while trying to diagnose and repair
the telematics system.
3. Perform a direct test of the customer concern to confirm the condition as reported. For example,
if the customer says there is a problem with the remote door lock / unlock operation, verify the
concern when attempting the corresponding remote service request.
a. DCM replacements often occur for failed remote service request concerns. Unfortunately,
the only post-replacement repair verification performed in many cases is an i-Button push.
Pushing the i-Button and connecting with an Operator confirms the new DCM can access the
voice network ONLY. A successful i-Button push does NOT guarantee the new DCM's ability
to perform remote service requests. A completed test of the remote service being addressed by
the DCM replacement MUST be conducted to confirm the repair.
4. The most popular Telematics feature is remote engine start (RES). Confirming the feature
operates appropriately is always a good practice, especially after a DCM replacement.
a. RES looks at many different system inputs to complete its function: door locks, door
latches, hood latch, PRG, and the CVT inhibiter switch, to name a few. It is CRITICAL to
test and ensure proper RES operation. DCM replacement also requires registration with the
immobilizer. The only way to confirm successful immobilizer registration is to perform a
remote service request of the RES and complete it as expected.
5. Verifying the proper remote services function confirms the i-Button operation. Press the i-button
and simultaneously observe the Telematics LEDs and confirm the green LED is illuminated.
Continued...
Bulletin Number: 15-266-20R; Revised: 04/05/23
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IMPORTANT REMINDERS: Voice service (an Operator answering after pressing the i-button) is
NOT an indicator of the Telematics system’s ability to perform remote service requests. The i-Button
push test aims to reach an Operator and confirm VIN and vehicle location information. Pushing the
i-Button and canceling the call once the ring-back tone is heard does NOT indicate a fully functioning
Telematics system. Canceling an SOS or iButton call before connecting to an operator is of no
diagnostic value, nor does it confirm the correct operation. A call must terminate to an operator to
offer any value to the Technician for diagnosis or repair confirmation. Depending on ATT coverage
and GPS satellite visibility, you may not be able to get VIN or location on the first attempt. If this
occurs, drive the car to an area away from the Retailer and try again.
Subscription Verification and Operation:
The first step to any repair is knowing what the expected behavior of a vehicle should be. Whenever
a Technician enters a car, one of the first things, after the ignition starts, should be to observe the
Telematics LED operation, even if the vehicle does not have a reported Telematics concern.
Understanding what the LEDs indicate is the key to a successful repair.
•
Both LEDs OFF, IGNITION ON – The Telematics has been comm checked and is ready
to subscribe but may have a power/ground issue, a backup battery (BUB) not installed, or a
swapped DCM.
•
Green LED ON, Ignition ON – Identifies a subscribed and working as expected Telematics
system.
 NOTE: This is also the condition of a freshly replaced DCM that still needs to complete
a COMM CHECK. Push the iButton to verify operation and ensure a completed COMM
CHECK.
•
Red LED ON, Ignition ON – A current system fault requires further investigation.
•
Both LEDs ON, Ignition ON – A communication or provisioning fault requires further
investigation.
•
Blinking Green LED, Ignition ON - The vehicle has communication in progress.
NOTES:
•
The Green LED can stay illuminated for up to five minutes after switching the ignition off and
moving the key away from the vehicle.
•
The DCM can continue communication for up to fifteen minutes after the ignition is off and
the key is away from the vehicle. This behavior can complicate parasitic draw testing, and
technicians should refer to STIS and TechTIPs for directions on performing a parasitic draw
test.
Continued...
Bulletin Number: 15-266-20R; Revised: 04/05/23
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Repairs requiring Telematics Operation Verification:
It is necessary to perform tests of the i-Button AND remote service operation any time one of the
following occurs:
1. The DCM is replaced as the root cause of customer concern.
2. The DCM is removed and reinstalled due to another repair, e.g., a head unit replacement/exchange.
3. After Sharkfin Antenna replacement or removal/reinstallation
4. After Antenna Cable replacement or removal/reinstallation
5. Whenever a Technician performs a DCM software reflash as part of a service campaign, recall, or as
directed by a Technical Service Bulletin (TSB)
6. Anytime a Technician resolves a concern with the Telematics system that did not involve a Telematics
component replacement. Examples: a wiring repair or an Error 202 or 204, which may require
Techline support and subsequent tickets with the SOA IT department to resolve. NOTE: Telematics
operation verification must still occur despite no parts replacement or component removal/
reinstallation.
Methods of Telematics Operation Verification:
Whenever possible, always verify the customer’s concern with the customer at vehicle write-up
before attempting any repairs.
If the customer is waiting and their repairs are complete, engage the customer and request
they perform several tests by asking for remote service operation. If the customer subscribes
to STARLINK Security Plus, test the Remote Engine Start feature and witness its successful
completion. Suppose the customer subscription plan is STARLINK Safety Plus. In that case, there
are no remote services to check, and verification would be to test the i-Button operation.
Another possibility for remote service operation testing is to gain local access to the vehicle by
having the customer add a trusted individual at the Retailer as a delegate on their MySubaru Account.
This process also involves the customer providing their PIN to the trusted individual they have agreed
to have as their delegate. The method to perform this operation is detailed in the Technical Support
Guide for Subaru Gen1 and Gen 2 Telematics Systems and can be complicated to complete for some.
A preferred security measure is for customers to change their PIN to a temporary value like 1234
or similar while the Retailer has control of their remote services. Once the repairs are complete, the
customer removes the retailer delegate and then changes their PIN back to the previous or desired
pin to ensure the security of their remote services. The MySubaru delegate method is a lengthy
process best suited for Telematics concerns involving frequent test attempts or customers having
zero availability to perform remote service requests. In many cases, it is easier and just as effective to
have the customer change the PIN to something temporary and share it with the Technician and their
MySubaru account login.
Although these methods have been available since Gen 2 Telematics launch, there is strong evidence
to suggest neither is often taking place in the field to ensure quality Telematics repairs. An agreement
has been reached with the STARLINK Call Center to aid with remote service testing. Details of how
testing should take place are outlined below. The Technician must always follow these three basic
guidelines:
Continued...
Bulletin Number: 15-266-20R; Revised: 04/05/23
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1. The remote service request test procedure will only work on a Gen2/Gen3-equipped vehicle
subscribed to STARLINK Security Plus.
2. Only use the i- button to perform the voice, VIN, and location test.
3. Technicians can request VIN, Vehicle Location, Remote Door Unlock and RES for testing
purposes ONLY.
Process for Performing the Remote Door Unlock Operational Test:
NOTE: Before beginning, it is beneficial to understand the level of service the
customer is subscribed to so that the Technician can understand what testing methods are supported
by the Starlink Call Center
•
Starlink Safety Plus: iButton only
•
Starlink Security Plus: iButton, remote door unlock request, and remote RES request.
1. Vehicle in Park with parking brake set (EPB on).
2. The ignition is switched to ON with the engine OFF.
3. All doors (and the rear gate) must be closed.
4. Push the i-Button. When the Operator connects:
a. The Technician identifies themselves as working at a Subaru Retailer, providing your
retailer code.
b. Request the Operator confirm the last eight characters of the VIN and the vehicle’s
location.
c. Request a Remote Door Unlock command be sent to the vehicle.
5. The Telematics system is fully operational if the VIN, Vehicle Location, and Remote Door
Unlock requests succeed.
Process for Performing the Remote Engine Start Operational Test:
1. Please ensure the vehicle is outside with an unobstructed view of the sky.
2. It is essential that the testing occurs within 1500 feet of the Subaru Service Center address on
record with Subaru of America.
a. Please understand that this address may be the showroom street address and not the garage
location if both are in multiple places. If a request fails, it would be beneficial to perform the
test again closer to the showroom to ensure there is no location discrepancy preventing RES.
Continued...
Bulletin Number: 15-266-20R; Revised: 04/05/23
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3. Confirm all electrical accessories, headlamps, and HVAC are in the off position.
4. Vehicle in Park with parking brake set (EPB on).
5. The ignition is switched to ON with the engine OFF.
6. All doors (and the rear gate/hood) must be closed.
7. Push the i-Button. When the Operator connects:
a. The Technician identifies themselves as working at a Subaru Retailer, providing your retailer
code.
b. Request the Operator confirm the last eight characters of the VIN and the vehicle’s location.
c. Request a Remote Engine Start command be sent to the vehicle.
d. There is a two-minute delay until the command will complete.
i. Ensure the ignition is switched off.
ii. Open the driver’s door and exit or close it again to remain in the vehicle for the test
completion.
iii. Ensure you do not have your foot on the brake pedal if you remain in the vehicle.
iv. After two minutes, the horn should honk, and then the engine starts
v. If the Remote Engine Start fails, continue the diagnosis.
8. The Telematics system is fully operational if the VIN, Vehicle Location, and Remote Engine Start
requests are successful.
NOTE: Remote Engine Start operation requires additional vehicle system input for the feature to
perform as expected. If the customer's concern is focused on a RES failure, testing, and successful
operation, this feature MUST occur with the customer before releasing the vehicle.
9. If VIN, Location, and Remote Door Unlock testing are unsuccessful, continue diagnosing the
system using all available resources such as STIS, TSBs, TechTIPS, FSE contact, and Techline
support.
This testing procedure confirms the minimum functionality for the operation of the Telematics
system before releasing the vehicle to the customer. It does not replace customer concern-specific testing to verify the expected behavior. The function must be confirmed for RES by completing a Remote Engine Start request.
Process for performing i-Button Operational Test:
1. The ignition is switched to ON with the engine OFF.
2. Ensure that the SSM4 is not connected to the car.
3. All doors (and the rear gate) are closed.
4. Push the i-Button.
Bulletin Number: 15-266-20R; Revised: 04/05/23
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5. When the Operator connects
a. The Technician identifies themselves as working at Subaru Retailer and currently testing
the Telematics system.
b. Request the Operator identify the last 8 of the VIN and the vehicle’s location.
6. Telematics is fully operational if the VIN and Location requests are successful. If VIN and
Location requests are unsuccessful, move the vehicle to another location away from the
Retailer and retest. Repeated failure to confirm VIN and location indicate a need to continue
diagnosing the Telematics system using all available resources such as STIS, TSBs, TechTIPS,
FSE contact, and Techline support.
Both these testing procedures are provided to ensure a Fixed Right First Time repair and a fully
operating Telematics system capable of an AACN should the operation of this critical safety feature
be necessary.
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: 15-266-20R; Revised: 04/05/23
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