March 2013
Subaru Service and
Technical Support Line Newsletter

HELPING TO ACHIEVE THE PREMIUM SERVICE EXPERIENCE

ARTICLES CONTAINED
IN THIS ISSUE
CODE ARTICLE....................... PAGE
(00) New STIS Releases from
02/01/2013 to 02/28/2013... 10
(01) QMR of the Month............. 1
(01) New Model Launch Activities. 3
(02) Too Much Oil in the Engine .. 9
(07) Appearance of Water in BRZ
Back-Up Light................... 6
(11) Getting to the Bottom of
Extended Cranking............. 8
(12) WQA-37 Campaign ............ 7

01

QMR OF THE MONTH – FIRST WINNER!

We are pleased to announce the first winner of the recently released
QMR of the Month program.

Francisco
Landeros

AV Subaru in
Lancaster, CA

Francisco submitted a very detailed QMR on his diagnosis and repair
of a keyless entry / TPMS module with an erratic operation concern. In
appreciation for going the extra mile and sharing his experience with
us in hopes of improving product quality, Francisco will be receiving the
following from his FSE:

A Subaru Confidence
In Motion Jacket

&

A $100
Gift Card

(15) Voice Clarity ................... 5
(15) F-10 Diagnostics .............. 4
(15) Voice Recognition ............. 2

Congratulations Francisco!
Any Subaru Service Technician can participate in QMR of the Month.
See the February 2013 Tech Tips for full details. If your QMR is selected,
you may see your name here in a future issue of Tech Tips.

CAUTION: VEHICLE SERVICING PERFORMED BY UNTRAINED PERSONS
COULD RESULT IN SERIOUS INJURY TO THOSE PERSONS OR TO OTHERS.

SUBARU OF AMERICA, INC. IS
“ISO 14001 COMPLIANT”

The Subaru TechTIPS newsletter is intended for use by professional technicians ONLY. Articles
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 your vehicle has or will have that
condition. Impreza, Legacy, Justy, Loyale, Outback, Forester, Subaru SVX, WRX, WRX STI,
L.L. Bean, Baja, Tribeca, BRZ, XV Crosstrek and “Quality Driven” are Registered Trademarks.

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.

March 2013 TechTIPS

Page 1

15

VOICE RECOGNITION

On occasion, we receive calls and reports about customers who are having difficulty using their dial
by number voice recognition feature. These concerns generally fall within several distinct conditions.
These include: system does not seem to recognize any commands, system seems to only recognize
the first few numbers of the request, system adds symbols in front of the requested number, and/or
system adds additional numbers at the end of the requested number. There may be any number of
physical factors that influence the voice recognition’s ability to interpret the spoken commands. Let’s
look at some helpful hints that may allow the customer to make more use of the system.
First, we’ve all seen comedies where some English speaking person ends up surrounded by people
who don’t speak any English. They always respond in the same incorrect way, by trying to speak
slower and louder in an attempt to get someone to understand them. It’s a natural reaction and occurs
quite frequently when attempting to use voice recognition and becoming frustrated. However, this
approach is totally incorrect and ineffective. Speaking loudly and speaking slower than normal speech
will in nearly all cases, result in a poor response by the system. The next approach tried is the opposite
which is to speak quickly and without any pauses. This is also ineffective, Ideally, even when the car
is in motion, the voice level used should be equivalent to a conversation with a person seated next to
you in a quiet vehicle that is stopped without even the engine on. Keep in mind, the microphones are
somewhat directional and very sensitive.
Since we are specifically referring to Dial by Number, let’s look at how the system performs this task.
We know this is an electronic system and not a physiological being so, how is “hearing” accomplished?
The system looks for specific low, medium, and high tones as would correspond to spoken numbers
and words. In the case of Dial by Number, the system also looks for a specific cadence or pattern
of numbers spoken to identify the limit of the phone number spoken. The system identifies a phone
number as one spoken in the following pattern XXX_XXX_XX_XXwhere the “_” indicates a brief pause.
Let’s look at the some system interpretations and see how small adjustments in the way the numbers
are spoken may lead to improved results:
•

poken phone number XXX_XXX_XX_XX results in a display of XXX_XXX_X. The cause
S
here may be too long of a pause in between numbers. Try shortening the pause between the
sets of numbers spoken.

•

poken phone number XXX_XXX_XX_XX results in a display of #*X_XXX. The cause here
S
may be speaking too quickly following the beep or over top of the beep. Try pausing for a
very brief moment just after the beep and before speaking the number.

•

poken phone number XXX_XXX_XX_XX results in a display of XXX_XXX_XXXXXXX.
S
The cause here may be too long of a pause between the last few spoken numbers. Try
shortening the final pause, but still include it. If you don’t include the final pause, a similar
result may occur.

•

poken phone number XXX_XXX_XX_XX results in a display of “Pardon?” Number may
S
have been spoken too slowly. Try speaking it at a slightly faster rate.

•

poken phone number XXX_XXX_XX_XX results in a display of “Pardon?” Number may
S
have been spoken too loudly. Try speaking at a softer volume.

•

Always remember to wait for the “beep” before starting to speak. Similar to an answering
machine, if you don’t wait for the “beep” before leaving a message, anything said prior to the
“beep” gets cut off.
Continued...

March 2013 TechTIPS

Page 2

15

VOICE RECOGNITION (CONTINUED)

Speech volume has a significant impact on system interpretation of commands. A final area to confirm
is, does the customer’s concern occur all the time or only when the vehicle is in motion? If only when in
motion, then speech volume may be the cause. It’s a natural tendency to raise the volume of speech once
the vehicle is in motion, but again, this is a ineffective approach. You may want to confirm if this is the
case and then request the customer try using a softer tone which may be more effective. In conclusion,
while there may be some physical factors with some customer’s speech patterns that may reduce their
ability to utilize voice recognition, there are many cases where taking an instructional approach may
allow you to assist customers in improving their ability to more effectively utilize these systems.

01

2014 FORESTER NEW MODEL LAUNCH ACTIVITIES

A Special FHI Quality Monitoring Team is currently in the USA monitoring the launch of this much
anticipated new model. The Team is very interested in EVERYTHING related to the 2014 Forester. They
are looking for specific and detailed information on EVERY condition identified. Naturally, this includes
any and all repairs performed. It also includes cases when a customer comments on a condition that
is deemed to be a normal or operational characteristic, or any improvement opportunity where some
feature or function could be made even better.
We are asking you to be our eyes and ears with this new model.
E-QMRs are the best and preferred reporting method for reporting any new model feedback.
For high priority, unusual, or serious issues, we ask that you call SOA’s Technical Helpline right away
with all details. When you report something, include pictures and where practical videos of the condition
prior to repair. Providing as much detail as possible on the customer complaint, the actual condition,
and your findings are strongly requested and greatly appreciated. Be sure to save all code and freeze
frame data before performing any clear memory functions. While there is no guarantee that a change
will occur based upon any individual report, we can guarantee that nothing will happen if we don’t know
about it. Our request is that you report everything, even if it seems small or straightforward to repair.
E-QMRs, Techline or CDS Cases, and Warranty Claims are being reviewed daily. Team Members
may contact you for additional details, photos, parts collections, or to arrange for an on-site inspection.
We ask your cooperation in quickly responding to these requests for additional information. Please
save any and all removed parts no matter how small including gaskets, clips, fasteners, any filtered
sediments, or other small bits and pieces.
As a reminder, E-QMRs must never be used to request escalation of a repair, request information, or for
any other purpose than to notify SOA of a new or trending condition.
Authorization or Repair Escalation Requests must always go through normal channels for the fastest,
most efficient handling. Paint and Glass Authorization requests must go through the Techline
Authorization System on Subarunet.
We thank you all in advance for your continued support and assistance in making this launch
successful.

March 2013 TechTIPS

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15

F-10 DIAGNOSTICS

When presented with a concern involving the Fujitsu Ten SD Card Navigation System, don’t overlook
the helpful information supplied in the Fujitsu Ten Troubleshooting Guide found on STIS under
the Online Reference tab then searching Publication Type: Troubleshooting Guide. This detailed
reference includes a system operation guide, system input references, and some failure-based
diagnostic flow charts. One of the fastest checks you can perform, while the system is still fully
installed is to check for any issues with the various system inputs by putting the system into Line
Diagnostic Mode using the process shown below. Using this method is a quick way to determine if
conditions like: the system not illuminating, satellite radio inoperative, rear camera won’t display or
GPS location indicator doesn’t move. Concerns involving no sound from an i-Pod or USB are more
likely a result of a poor connection or an external failure rather than an internal head unit failure
requiring an exchange or replacement unit.

2. How to enter Line Diagnostic mode
2-1. Enter the Diagnostic mode
Procedure:
1. Turn off audio by pressing “PWR/VOL” button.
2. While pressing both buttons (a) and (b), press and hold the
button (c) for more than 3 seconds.

(a)
(b)
(c)
2-2. Exit the Diagnostic mode
Press and hold the button (a) for more than 3 seconds, or
turning the ignition switch from ACC OFF to ON position.
Normal mode

Diagnostic mode
2-1 Enter
Diagnostic mode
2-2 Back to
normal mode

March 2013 TechTIPS

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15

VOICE CLARITY

The Techline receives occasional inquiries from technicians about possible causes for voice clarity
concerns reported by customers when using their audio/ navigation head unit as a Bluetooth
Hands-Free Device.
The first question that must be answered is, which end of the call is experiencing the condition?
Is it the receiving end of a call originated from the vehicle or is it on the sending end of the call in
the vehicle, or are both ends of the call experiencing the condition?
Next, when does the condition occur? Does it occur all the time on every call? Does it occur only
when calling certain numbers? Does it occur only in certain locations? Does it occur only when
driving in certain directions? Is it only present when driving certain directions on specific roads?
For example, it doesn’t occur when I drive to work on X highway, but always when I drive home on
the same highway. Has it always been a concern? If not, when did it start occurring? Have there
been any changes in the phone or wireless carrier? Any new wireless accessories being used
(chargers or other adapters), even if not for the customer’s phone? Does the condition occur with
multiple phones? Does the condition occur only when other phones (paired or not paired) are in
the car? Any aftermarket accessories installed? Is the customer a realtor? Do they carry any
electronic lock box keys in the car? Any other electronic devices in use in the vehicle at any time
such as laptops, i-Pad, i-Pod, aftermarket GPS, radar detector, wireless camera, or other?
As you can see there is a great deal of background information that needs to be collected even
before attempting diagnosis as any of the above will impact how or if you should proceed with
diagnosis.
Based upon our research and that of our audio vendors, here are a few items that can affect voice
clarity on the receiver’s end of a call originated in the customer’s vehicle using a Bluetooth Hands
Free connection with the vehicle audio unit. Many of these can be confirmed statically with the
customer’s or a similar phone.
•

The following situations may create a feedback loop resulting in garbled audio on the
receivers end
ᵒᵒ Receiving party is using a cellphone or smartphone on speaker- take receiving phone
off speaker
ᵒᵒ Receiving party is using a house or office phone on speaker- take receiving phone
off speaker
ᵒᵒ Receiving party is in another vehicle using an audio unit based Bluetooth connectionsome feedback is unavoidable

•

Cellphone or Smartphone used is not listed as compatible or, if not listed at all, may be
too old to be fully compatible with the audio head unit- change to newer or more
compatible phone

•

Wireless carrier network- this can generally be confirmed by using a same/ similar phone
from another wireless provider- change wireless provider
Continued...

March 2013 TechTIPS

Page 5

01

VOICE CLARITY (CONTINUED)
•

Other possible causes
ᵒᵒ Microphone volume too high or too low for customer’s voice level- adjust microphone
volume (if applicable). Lower is generally better.
ᵒᵒ Phone location- In some cases the location of the phone within the vehicle can create
interference with the microphone. An example may be placing the phone in the tray
area at the base of the audio/HVAC center stack, on the passenger seat, or in the door
pocket. Try putting the phone in a different location in the vehicle such as in the center
console box or cup holder.

Finally, do not discount the effect that other wireless network connections may have on this
specific area. There is a significant difference between available signal strength and actual
network bandwidth availability. How many times have you had all signal bars illuminated on
your phone, only to place a call and have the call drop and your display show only a single
bar showing when you haven’t moved. The same applies to calling from in the car using a
Bluetooth connection

07

APPEARANCE OF WATER IN BRZ BACK-UP LIGHT

If you receive a customer concern of what appears to be water collecting inside the back-up light
assembly, be sure to inspect the bottom of the lens area closely as shown in the photos below.
Water droplets may collect along the bottom edge of the lens giving the indication they are inside the
assembly when in fact, they are on the outside. To avoid unnecessary replacement of the back-up
light assembly, simply remove the accumulated water droplets with compressed air. There is no need
to replace the light as this is not a defect.

Water droplets appear to be
collecting inside the lens.

March 2013 TechTIPS

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12

WQA-37 CAMPAIGN

When performing campaign WQA-37, part of the procedure is to snap the seatbelt retaining button
or Tack Assembly into the fabric material of the seatbelt. Snap-On tools and many other tool
manufacturers carry a plier set that has very smooth jaws that leave no marks on the button upon
snapping them together. The photos below show the pliers and a lay-out of the necessary parts for the
campaign. The Red circle indicates the button that needs to be snapped together. Several technicians
have reported to field personnel that this tool works very well for this procedure.

Part number is: 86 23 850, brand is Knipex.

March 2013 TechTIPS

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11

GETTING TO THE BOTTOM OF EXTENDED CRANKING OR DIFFICULT OR
HARD STARTING CONCERNS

During the winter months, especially following extremely cold conditions and severe winter storms,
reports from customers of extended engine cranking and/or hard starting conditions are invariably
reported. These reports may be a result of varying conditions and are influenced by elements including
but not limited to fuel quality, battery condition and charge level, electrical connections (especially at the
battery and starter), ambient temperature, motor oil viscosity, and many other factors. The fact is, for
the most part, engines turn over slower when the temperature drops. That being said, some customers
might be unfamiliar with and become concerned by any extended cranking condition, especially if it is
their first winter with a car which is brand new to them or has a major powertrain change.
When a customer presents with a concern of an extended crank or hard starting, the first questions
asked need to determine the following
•

When did the condition last occur? What were the ambient conditions at that time?

•

How long did the engine crank before it started? Were multiple attempts required?

•

What actions did the customer take to finally get the engine started?

•

If it only occurred in the past, with what frequency has the condition occurred? How many
times daily, weekly, monthly, within how many miles?

•

Did the customer experience multiple concerns on the same tank of fuel?

•

How was the vehicle used or stored prior to the condition presenting? Was it stored (cold
soaked outside? Was it garaged? (attached/ detached)

•

Did the condition occur following a short time parked when warm? (short hot soak)

Answers to these types of questions will give you the best opportunity to duplicate and accurately
diagnose the condition correctly the first time, or determine if it may be characteristic of cold weather
operation. Never overlook any basic checks during your diagnosis. Fuel, air, and spark have to be
present for combustion to occur. The loss or reduction of any will result in starting concerns.
When diagnosing vehicles equipped with FB engines that have confirmed extended cranking
conditions (taking 6 or more seconds in some cases to start), some existing Technical Service
Bulletins (TSBs) may apply. These include TSBs 11-122-12 for 2013 Legacy / Outback 2.5 NA, 11124-12R for 2012-13 Impreza and 13 XV Crosstrek, and 11-100-11R for 2011-13 Forester. Look for
some additional helpful revisions to these TSBs in the near future. In general, if the condition can
be duplicated on the vehicle you are working on following 3 to 4 cold soak cycles, there is a good
possibility one of these TSBs applies. However, if the condition cannot be duplicated or only occurs
randomly for the customer, these TSBs will (in most cases) not be applicable and other possible
causes should be considered. An example of a different cause for a complaint of an intermittent
extended crank condition may be one addressed with reprogramming found in TSB 11-117-12 for 2012
Impreza 2.0 NA.
Continued...
March 2013 TechTIPS

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11

GETTING TO THE BOTTOM OF EXTENDED CRANKING OR DIFFICULT OR
HARD STARTING CONCERNS (CONTINUED)

Here are some final thoughts: In some cases, there may be no applicable TSB for your particular
condition or vehicle.Always review any new case thoroughly and gather all the details before
committing to a particular diagnostic path or repair. Keep in mind, the best way to duplicate a
customer’s concern is nearly always under the same or similar conditions as those the customer has
experienced. Use care when testing for an extended crank as repetitive cranking of the engine may
induce an extended crank due through the creation of an over-rich condition. This could lead you
to an incorrect conclusion or wasted repair attempt. Always allow the engine to run and clear out
after any start attempt before trying it again. Armed with a detailed customer interview and taking a
reasonable approach to duplication and diagnosis will, in most cases, lead you to a satisfactory result.

02

TOO MUCH OIL IN THE ENGINE

How much is too much? What can happen if you put too much oil in an engine? If you’ve ever seen
an engine that had way too much oil added, you’d say a lot can happen and all of it is very bad and
expensive. What if it’s just a little over full, say by half a quart? Shouldn’t hurt anything…right?
Excess will just burn off…right? Wrong. What if we told you an engine just half a quart over full could
result in a drivability concern? It can.
If you encounter a concern of sluggish operation, hesitation, or surging on a vehicle, you may want
to check the engine oil level when the engine is cold. If the engine oil is over-full, drain the excess
oil and see if the condition is corrected. Conditions like this will generally be most noticeable when
accelerating up a grade. If you are monitoring the ECM using the SSMIII, you may notice knocking
correction occurring at the same time you experience the surging sensation. We are aware of
concerns like this occurring in the field following both dealer and aftermarket oil changes. Always
confirm the engine oil level is correct following any service. What if the car is new? What if the
mileage isn’t near the service interval? Don’t discount the possibility of someone adding oil to an
engine between services. After all, if it’s down half a quart why not just add the whole quart. It’s
only a little over full. What could it hurt? Now you know. It could hurt drivability.

March 2013 TechTIPS

Page 9

00

2013 Calendar of
Subaru Holidays

NEW STIS RELEASES FROM 02/01/2013 TO 02/28/2013

E361SSG000; Accessory
Installation Guide, 2014 Forester
Crossbar Set - Adjustable
15-158-12; Technical Service
Bulletin, Navigation/GPS Antenna
Changes SD Card Exchange
Program Information (F10)
15-154-12; Technical Service
Bulletin, 22013 Exchange
Component Identification and
Procedures for the 2013 Subaru
BRZ (F10)

H501SSG100; Accessory
Installation Guide, 2014 Forester
Auto dimming mirror with compass
and homelink
10-79-13; Technical Service
Bulletin, Revised Automatic HVAC
Control Panel Assembly
WQF-42; Subaru Product /
Campaign Bulletin, Inspection &
Repair Procedure for Subaru Recall
Campaign Stop Sale WQF-42

Memorial Day
Monday, May 27, 2013
Independence Day
Thursday, July 4, 2013
Labor Day
Monday, September 3, 2013
Thanksgiving Day
Thursday, November 28, 2013
Christmas Eve
Tuesday, December 24, 2013
Christmas Day
Wednesday, December 25, 2013

*** NOW YOU CAN E-MAIL YOUR TECHTIPS INPUT AND SUGGESTIONS TO: SERVICEINFO@SUBARU.COM ***

This is your chance to offer suggestions for use in future issues of TechTIPS! Make sure that if you
e-mail us, you place in the subject line of your e-mail “For TechTIPS Newsletter”. Thank you!
MODEL:
YEAR:
VIN:
Description of situation encountered:

Your suggestion for repair procedure, product improvements, etc.:

Please attach separate sheets, if necessary. You may also want to include Service Manual diagrams or references, or
your own drawings to assist in describing your suggestion. All information submitted becomes the property of Subaru of
America, Inc. Permission is granted to Subaru of America, Inc. to print your name and suggestions in TechTIPS and other
Subaru of America, Inc. publications. Mail items to: PO Box 6000, Cherry Hill, NJ 08034-6000.

Your Name: Signature:
Dealer’s Name: City:
Date: Dealer Code:

SUBARU TECHLINE
Hours of Operation

March 2013 TechTIPS

Monday – Thursday 8:30am to 6:30pm
Friday 10:30am to 5pm
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