15-311-23

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
© 2023 Subaru of America, Inc. All rights reserved.
SERVICE BULLETIN
APPLICABILITY:
		
2023MY Outback & Legacy					
NUMBER: 15-311-23
2023MY Ascent
DATE: 06/23/23
SUBJECT:
		
		
FOTA (Firmware Over-The-Air) Reprogramming for 		
DENSO Gen 4.5 Audio Navigation Infotainment 		
Systems via DCM
INTRODUCTION:
This bulletin provides instruction for use of a new reprogramming procedure to optimize the
Denso Gen 4.5 Audio and Navigation system utilized in the models listed above. Firmware-overthe-air (FOTA) is a process where remote devices can receive updates to their operating firmware.
This process has become second nature with smartphones, tablets and many other connected
devices. FOTA for automotive infotainment systems was designed with an emphasis on customer
convenience. FOTA updates provide regular enhancements along with software patches as needed to
enhance the customer experience. The convenience factor comes not only with the supply of regular
updates and the enhancements they provide, but through customer control of when these updates are
downloaded and installed. The only requirement is a valid subscription to SUBARU STARLINK
Safety Plus, since the download of the software is performed via DCM. FOTA operation is
conducted in two steps: download (from the server to the vehicle via DCM) and installation (internal
to CP1.5 system in the vehicle). This bulletin will focus on FOTA for Denso Gen 4.5 audio systems
(MID) and audio-navigation systems (HIGH) which utilize the 11.6-inch touch-screen display.
Models with 7-inch dual screen display (Base) are not FOTA update capable.
This bulletin outlines the procedure for performing FOTA updates successfully. These procedures
involve:
•
Assisting customers with FOTA -related concerns if they have been unsuccessful in
performing the FOTA by themselves. (Possible vehicle or system concern.) *
•
Performing the FOTA update for customers who are not comfortable or need assistance with
performing it themselves but have requested the Retailer to install it*
•
Updating the firmware using a USB flash drive by following the steps outlined in TSB
15-30522R “Reprogramming File Availability for Optimization of Gen 4.5 Denso CP1.5
Infotainment Systems” when FOTA cannot be performed due to the setup or eligibility
constraints*.
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: 15-311-23; Date: 06/23/23
Page 1 of 19
* NOTE: If a customer is simply requesting help with how to perform FOTA, provide a copy of the
appropriate customer instructions for FOTA available on Subarunet: Service Operations & Technical
> Forms/Downloads page.
See Appendix A later in this bulletin for more information.
It is VERY IMPORTANT to read and understand this information completely before proceeding.
NOTES:
•
REMINDER: FOTA is available for MID and HIGH (Navi) systems with 11.6-inch display
only.
•
The currently available FOTA firmware version is not the same version available to Retailers
for USB updating use. However, a system updated using FOTA can be further updated by
using the USB update procedure if additional updates are needed. For additional details
clarifying the scope of FOTA updates, review the applicable Owner’s Manual Supplement’s
additional information for the Center Information Display. The information is downloadable
from: https://www.subaru.com/ owners/index.html. See Appendix C below for more
information.
•
FOTA updates are for the system firmware ONLY. Map updates are a separate function which
the customer may update on their own by using either USB download or Map Over the Air
Update (MOTA). Go to: subaru-maps.com for more information.
Reference photos of each system faceplate are supplied below:
SERVICE PROCEDURE / INFORMATION:
REMINDER: Customer satisfaction and retention starts with performing quality repairs.
The FOTA update process involves a remote downloading and installion the update firmware
therefore, time duration depends on signal strength and transfer rate performance. During installation,
the infotainment system’s functionality will be restricted.
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Bulletin Number: 15-311-23; Date: 06/23/23
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SET-UP INSTRUCTIONS AND CAUTIONS:
•
Move the vehicle to an outside location where the engine can be safely started and kept idling
during the update process.
•
Never idle the vehicle in a closed space such as a garage, even if the garage door is kept open.
•
Once the vehicle is in a safe location, be sure the vehicle is in Park (CVT) or Neutral (MT)
and the parking brake is fully engaged.
•
Open one or more windows to ensure fresh air is available.
•
Stay with the vehicle until the update is completed.
•
We suggest adjusting the climate controls to your desired settings in case they become
unavailable during the update process.
•
Unplug any devices, chargers, cables or other USB drives from the vehicle’s USB and power
ports.
VERY IMPORTANT: Before proceeding with the updating procedure, the currently installed
version ID MUST be confirmed (Firmware Version Check) by following the steps below:
1) After starting the engine and system boot-up completes, from the HOME screen, touch the
Settings button.
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Page 3 of 19
2) Press the General button. Use the down arrow to scroll to System Information then press to
display the System Information / Version information.
The examples below identify the head unit model and the last 6 digits 9xxx-xxx) signify the software
version number. Examples:
•
F61WHMxxx-xxx (High model software)
•
F61WMMxxx-xxx (Mid model software)
If the software version number matches “Older Software Versions” review the information outlined
below. If the software version is “Latest Software Version” as the unit already has the latest
software version installed. Proceed to the WARRANTY / CLAIM INFORMATION section of the
TSB and process a claim for Version Check Only.
Continued...
Bulletin Number: 15-311-23; Date: 06/23/23
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FOTA REPROGRAMMING OVERVIEW:
•
SUBSCRIPTION STATUS - Confirm SUBARU STARLINK Safety Plus subscription
NOTE: FOTA update is possible only with valid SUBARU STARLINK Safety Plus subscription
and active DCM. If the status of subscription is unclear, contact STARLINK Customer Care at
(855) 753-2495 and find details of STARLINK agreement.
•
SOFTWARE DOWNLOAD - When software update becomes available, the software is
automatically downloaded following IGN-ON operation without customer’s operation.
CAUTION: The process could be obstructed due to incorrect clock setting or poor DCM reception.
If the clock has wrong time, see Appendix B for how to set the correct time on the clock. If the DCM
has lost reception, move the vehicle to a better (4G phone signal) reception area.
Downloading automatically starts and finishes. While the DCM is downloading the new software,
all functions of Cockpit Control Unit remain available. The status of the downloading process can be
checked using Settings/General/Software update feature as shown below.
Normally downloading takes 10-20 minutes depending on reception condition. Even if
in the 3rd screen to return, downloading process continues.
is pressed
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In case of intermittent loss of reception by DCM (vehicle moving out of signal range), or Ignition
Switch being turned OFF, downloading is paused but the operation resumes as soon as the reception
is re-established or system is turned back on.
•
INSTALLATION - The installation consists of two stages: installation and activation.
Notification screen is automatically displayed, after the background downloading has been
successfully completed. This screen is displayed only while the vehicle is not in motion. Select “Yes”
‘=> Start installation. Once “Yes” is pressed, installation continues even if the
button is pressed.
Customers can skip installation by selecting  up to two times. However, after
skipping two times the installation starts automatically as soon as the Ignition Switch is turned ON
without any notification. In that case the installation notification (3.a.i) is not displayed anymore.
See below for more information.
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NOTES:
•
If ignition Switch is turned OFF while 3.a.i screen is being displayed, the installation process
is terminated. In that case the screen 3.a.ii pops up automatically the next time the Ignition
Switch is turned on.
•
If ignition Switch is turned OFF during 3.a.ii screen is being displayed, the installation
process is terminated. In that case installation process automatically resumes without showing
3.a.ii next time the Ignition Switch is turned on.
•
Activation: Wait until the installation is completed (Time required for installation: 15 minutes
or less). After the first installation process is coming to an end and the pop-up screen shown
below comes up, then press “OK.”
Switch the vehicle OFF, exit the vehicle, lock all doors including the rear gate (if equipped) and
move the key fob away from the vehicle at least 10 feet (3m) to enable affected systems to go to
sleep. WAIT AT LEAST 5 MINUTES prior to switching the vehicle ON to assure proper software
activation.
Pop-up screen shows up soon after the system completes to boot up. It confirms the software has
been installed.
NOTE: See Appendix D for troubleshooting tips if any errors are encountered.
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WARRANTY / CLAIM INFORMATION:
For vehicles within the Basic New Car Limited Warranty period or covered by an active Subaru
Added Security Gold plan, this repair may be submitted using the following claim information:
Labor Description
Labor Operation #
Labor Time
Fail Code
DENSO CP1 CHECK ONLY
A031-178
0.2
ZTZ -48
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...
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Appendix A
Links to Customer self-install instructions for FOTA Customer Instructions will be added to the
Subarunet Service Operations & Technical > Forms/Downloads page when they become available.
Once the links are available and to enhance customer satisfaction, consider providing customers
with a copy of the appropriate instructions for their specific system along with access to the retailer’s
secure customer Wi-Fi network. Doing so will enable customers to try performing the FOTA update
on their own while at the retailer.
REMINDER: Retailers performing these updates are to follow the Service Procedures outlined in
this bulletin ONLY. Always follow the applicable service procedures as outlined in this and other
Service Bulletins. The additional steps and requirements supplied in Service Bulletins support a
Subaru Technician’s proper diagnosis and repair of any customer concern.
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Appendix B
How to set the correct time on the clock
Software Update availability notification only works, if the clock has been set accurately. Check if the
time shown on the status bar is correct or not.
If the time is not correct, set the clock using procedure below.

a. Confirm GPS signal is received. Vehicle position on the map should match its location. If
necessary, drive the vehicle to assure good reception.
b. Check is Clock set to “Auto”: Setting”→”Clock”→”Time Setting” .
c. Once the Navi receives the GPS signal the clock is adjusted automatically.
d. If the GPS signal is not available, set the clock to “Manual Setting”.

a. Select “Setting”→”Clock”→”Time Setting” and check if the setting is “AUTO”. In case the
clock is not adjusted correctly, set the clock in “Manual” setting.
For more details, refer to the Owner`s Manual.
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Appendix C
The currently available FOTA software version is not the same version available to Retailers for
USB updating use. However, the system which has been updated via the FOTA can be further
updated using USB update. To clarify the differences, both the USB contents and FOTA contents are
described together in the list below. USB update is including all items and those items included only
in the USB (but not in the FOTA) updates are described as “USB ONLY.
List of Conditions, Symptoms and improvements Addressed By this update
USB ONLY update method:
Please note any symptoms listed below would require USB update due to the limitations of FOTA
update process.
Symptoms Addressed By Update
No
Conditions/Symptoms to be improved
Update Method
1
CID goes black and does not accept any control.
USB ONLY
USB or FOTA update method:
Symptoms Addressed By Update
No
Conditions/Symptoms to be improved
1
CID reboots.
2
“Manage Devices” is grayed out and cannot establish Bluetooth connection.
3
When the Bluetooth connection is cancelled manually on the mobile phone
side during hands-free calling, the Bluetooth connection is disabled for
that particular mobile phone. Even when it occurs, the connection can be
reestablished by deleting the device in “Manage Devices” and register the
device again by adding operation.
4
Bluetooth connection fails against the device that was pared before and
“Manage Devices” is grayed out.
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Symptoms Addressed By Update
No
Conditions/Symptoms to be improved
Bluetooth connection is disabled with a discrepancy in the display of status
bar (showing Bluetooth devices being connected) and the “Manage Devices”
screen (showing no Bluetooth devices being connected.)
5
6
7
8
9
Android Auto Wireless (AAW) cannot be connected.
Android Auto Wireless (AAW) cannot be started from “Manage Devices”
Screen.
Sound volume control does not work while using Android Auto. It is caused
by data communication error between Android device and CCU.
Cyclic short noise like a drilling or vibration is heard from speakers.
Sound is lost when changed to Subchannel 2 right after a preset HD radio
channel has been selected.
10
11
12
After the destination is set on Navi screen, voice recognition command of
“Find  along route” is made, search results are not given in
order of distance.
When “Call” button is pressed in “Confirm Destination” screen of Navigation
system (to call the destination site,) the call can be made but the screen does
not transit to phone call screen.
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Symptoms Addressed By Update
No
Conditions/Symptoms to be improved
Popup of “The update was successfully installed” is not displayed after
reboot (IG-OFF and ON) operation of FOTA (Firmware Over The Air) update.
13
14
When tapping preset “Team Channel” on SMX, a popup of different game is
displayed.
A wrong search location is used on TravelLink function.
Example of the symptom.
15
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Symptoms Addressed By Update
No
Conditions/Symptoms to be improved
16
Music cannot be played sequentially when they are stored in different folders
in a USB memory. The specifications are improved to enable music in
different folders to be played sequentially.
“Repeat All” is added as one of the play modes.
17
18
“Track-up/down” can be used across folders in “Repeat All” mode.
iPod/iPhone tab in Media screen cannot be selected, when connected by
USB.
The symptom occurs when the iPhone is connected to CP1.5 via Bluetooth in
parallel to USB connection by error. (It is supposed to be connected either via
Bluetooth or by USB.)
19
On the “Manage Devices” screen Bluetooth cannot be selected as connection
preference.
20
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Symptoms Addressed By Update
No
Conditions/Symptoms to be improved
Status of Bluetooth on Manage Device screen is displayed as disconnect
even though the Bluetooth Icon on top right of the screen is showing active.
21
22
Cannot pair new Bluetooth device or cannot connect paired Bluetooth device.
This symptom possibly occurs after repeating IG OFF/ON operation while still
pairing operation.
23
Cannot pair Bluetooth device, when Bluetooth device has long name
including symbols.
SXM station shortcut created by the customer does not work when the SXM
has not been used as audio source after the Ignition Switch was turned on in
the ignition cycle.
24
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Symptoms Addressed By Update
No
Conditions/Symptoms to be improved
Manage Device Screen becomes dark and inoperative when Ignition Switch is
turned Off and On while starting CarPlay by CID operation.
25
26
Cannot connect to CarPlay via wireless connection. This symptom possibly
occurs after the Ignition Switch was turned Off and On abruptly.
POI Search Result shows only city names and distances (without unit) when
voice recognition POI search with Category name like “Find toll gate” is used.
27
28
Navigation restarts itself, when the letters are rushly inputed or deleted using
keyboard function to search destination.
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Symptoms Addressed By Update
No
Conditions/Symptoms to be improved
“Manage Route” button is not displayed when touching the route line on
Navigation system, when the route search criteria got changed in the Route
Preference Screen after a route had been searched.
29
“Manage Route” button is not displayed and buttons on the Current Route
Screen become unselectable (turns to grayish fill) when the Navigation
system is operated in the sequence of “Manage Route” > “Avoid Blocked
Road” (in the Current Route Screen) > “Back.”
30
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Symptoms Addressed By Update
No
Conditions/Symptoms to be improved
31
After the FOTA is completed, the CCM does not send the confirmation data
to the server even though it displays pop-up message of completion. The
status is updated when the FOTA operation is made next time.
32
A pop-up message of “Connection Error” is displayed when the pop-up
message of Service Appointment Scheduler Popup is displayed after the
engine was turned on and the “Read Now” button is pressed immediately
after that.
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Appendix D
TROUBLESHOOTING:
No.
Applicability
2-1
Case Scenario (Trouble)
Causes
Check Points
"In order to use the software update feature,
a SUBARU STARLINK subscription is needed.
Please visit MySubaru online for more
information." is shown.
SUBARU STARLINK
subscription is not
confirmed
Please verify SUBARU
STARLINK subscription
status
Step 2
(Downloading)
"The software download failed." popup is
shown while downloading.
2-2
"The software installation failed. An error
occurred during installation. Please contact
your retailer." popup is shown while
installing.
3-1
"The software installation failed. An error
occurred during installation. Please contact
your retailer." popup is shown while
installing.
3-2
Step 3
(Installation)
Downloading will resume
automatically 24hours
later. If same error
An exception error due
message again, please
to hardware malfunction
perform diagnostic of
CCU or update CCU
software via USB.
An exception error due
to hardware malfunction
Installation will resume
automatically 24hours
later. If same error
message again, please
perform diagnostic of
CCU or update CCU
software via USB.
An exception error due
to hardware malfunction
Installation will resume
automatically 24hours
later. If same error
message again, please
perform diagnostic of
CCU or update CCU
software via USB.
Selected , but next time
IG ON 3.a.i screen is not displayed.
3-3
Bulletin Number: 15-311-23; Date: 06/23/23
DCM has lost connection Assure DCM has strong
to SUBARU server.
reception and reliable
After downloading was
connection with the
completed, DCM needs server, then turn ignition
to connect with SUBARU OFF and ON to repeat the
server, before installing
test.
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