The Harman Kardon Gen 3 Audio and Navigation systems introduced in the 2017 Impreza release are now found in
2017‐18 Impreza, 2018 Crosstrek and 2018 Legacy and Outback models.
This new system has significantly more functionality than any past system ever released. As with any complex
computer based system, while extensive pre‐launch testing was completed, every possible use case and outcome
can never be fully anticipated during development.
Post launch conditions may occur where certain combinations of inputs result in undesirable outputs. As such it is
critical to gather all the details surrounding these events to allow SBR and Harman the ability to duplicate and then
evaluate what is needed and then improve the system accordingly to prevent the undesired outcome in the future.
This is no different than concerns commonly found and addressed with updates for Smartphones, Apps, and
related peripherals for which updates and improvements are released regularly.
Required Actions and Best Practices:
1.

Effective immediately retailers must complete this Investigation Guide / Questionnaire every time a
customer presents with any concern(s) related to a Harman Kardon Gen 3 audio / navigation head unit.

Important Note: The questionnaire does provide for documentation of multiple conditions. To avoid
confusion, reduce follow up questions, and clearly communicate each concern, it is best to complete a separate
questionnaire for each concern.
2.
3.
4.
5.

6.
7.

When requested, the Investigation Guide / Questionnaire must be supplied to Techline or attached to a
related QMR.
All data collected through these questionnaires will be shared with Harman for possible future quality
improvements.
The best chance of capturing this information is during the initial customer interview at the time of write
up with the Service Advisor.
SOA highly recommends that retailers have a supply of these Investigation Guide/ Questionnaire readily
available for use by the Service Advisor when these discussions occur during customer write‐up. This will
greatly reduce, but cannot fully eliminate, the possibility of follow up questions in the future.
Videos (preferred) or photos of the condition and most importantly showing how the condition is
duplicated are strongly encouraged and requested whenever possible
All completed forms must be emailed or faxed to SOA. Email completed forms to FQA@subaru.com (This
is not an interactive mailbox. It only receives the completed forms.) or Fax to (856)‐254‐1305 as outlined
on footer of the Investigation Guide / Questionnaire.

SOA recognizes that completion of this questionnaire takes time and effort on the part of our retailer partners. We
truly appreciate those efforts and THANK YOU in advance for partnering with us in improving this infotainment
product for all our customers.
New flat rate times have been established to help compensate retailers for the additional time necessary to
complete these documents. Please claim these as needed whenever these forms have been fully completed and
supplied to SOA as outlined on the form itself and in the instructions below.

User Instructions
1.
2.

3.

4.
5.
6.

7.
8.
9.

Retailers must complete this Investigation Guide / Questionnaire every time a customer presents with any
concern(s) related to a Harman Kardon Gen 3 audio / navigation head unit.
Download/Save the Harman Investigation Guide‐Questionnaire from Subarunet under Service Operations
& Technical >> Forms/Downloads to a designated location on your computer such as the Desktop or My
Documents.
Complete the form by answering all the questions related to the customer complaints with as much detail
as possible. The more detail the better to increase the possibility of duplication by the vendor and
possible future quality improvement.
Please print clearly or type within the form (Typing within the form may require use of Google Chrome or
another browser depending upon your current IE version).
Use the comments space at the end of the form or attach additional sheets, when more space is needed.
After filling in all fields related to the customer’s concerns, email the completed form to
FQA@subaru.com or fax all completed forms to (856)‐254‐1305 as outlined on footer of the
questionnaire.
In lieu of emailing or faxing in the form, it is highly encouraged to submit it attached to a QMR and at the
same time share any videos or photos of the condition.
Always print or save a copy of the completed form for the vehicle file. Refer to section 13.2 Record
Retention of the Claims Policies Guidelines & Procedures for full details on required record retention.
IMPORTANT NOTE: There is no requirement for a Techline case. A Techline case is only necessary
when/ if immediate repair assistance is needed. If you need to discuss the concerns or desire feedback,
please contact SOA’s Technical Helpline to open a case. Once the case is opened, they will request the
completed form be shared with them by fax or email so it may be added to the case as this is a separate
process. Again, there is no requirement for a Techline case. Techline case is only necessary when/ if
repair assistance or feedback is requested.

For urgent customer cases, please complete an URFCA and contact Customer/ Retailer Services.

The following is a Investigation Guide / Questionnaire to help collect information and, in some cases, address
customer concerns with the Harman Gen3 Infotainment System. The following pages below are organized
into common reports from field issues. To help collect this pertinent information, please complete as much
information as possible in as much detail as possible and follow the steps provided.
NOTE: Some of these investigative guides will require the Technician to provide detailed feedback while the
system is experiencing the concern. Others will require specific information from the customer. In all cases, the
Questionnaire Pages at the start of this document must be completed at the time of write-up to gather as much
detail from the customer as possible.
Always request and retain any pictures or videos (preferred) of the condition and any data gathered from
the system. Once the form is completed it may be emailed (preferred) or faxed as outlined at the end of this
document.
If the condition can be duplicated, try to gather as much information as possible regarding steps required to
recreate the issue.
For example:
1. Unlock car
2. Start engine
3. Shift to reverse while the “STARLINK” screen is displayed. FM audio is playing in the background
4. Connect an iPhone via USB hub for CarPlay
5. Shift to drive
...and so on. This information helps with being able to recreate the issue.
Subaru Retailer Questionnaire – Harman Gen 3 Audio Concerns
Retailer Name:
City:

State:

Retailer Code:

Repair Order Date:

Mileage:

Repair Order No:

Vehicle Identification Number (VIN):

Techline Case Number (if available):

INSTRUCTIONS for COMPLETION:
ALWAYS COMPLETE: General questions 1-17 with customer and have Technician complete 37-45
BASED ON SYMPTOM(S)- Complete the following for each concern mentioned by the customer.
A. Blank screen concern, please make sure items 18-20 are answered
B. Freeze* concern, please make sure item 21-24 is answered
C. Rear View Camera, please make sure item 25-26 is answered
D. Mobile application (App- Includes: CarPlay, Android Auto, Pandora and others) concern, please make sure items
27-29 are answered
E. Unusual Sound concern, please make sure items 30-31 are answered
F. Clock concern, please make sure items 32-33 are answered
G. Audio sound volume or quality concern, please make sure items 34-36 are answered
H. ALWAYS COMPLETE Technician Inspection Results, please make sure items 37-45 are answered
*Freeze definition: Freeze is defined condition where inputs from hard keys, soft keys (touch screen), knobs or steering
wheel remote controls do NOT result in any change to the head unit function. Always test for and note rear view camera
function when this or any condition occurs.

Page 1 of 23

01/15/18

1.

Detailed symptom description
(list all concerns here):

2. Is the vehicle currently at the retailer?
If yes, how long will it be there:

NO:

YES:

(Example: Is customer a waiter? Is the
car there overnight or longer? How long?)

3. Can the concern be duplicated?

NO:

YES:

4. Has the Tech witnessed/verified the concern?

If yes, how often:

NO:

YES:

5. Specific time/place/temperature when the concern happens?
NO:

6. Were the steering wheel controls functional for head unit control ?
7.

Does ignition off/on cycle correct the concern?

NO:

8. Was there any audio output coming from the Head Unit?

YES:

YES:
NO:

YES:

9. Last 5 actions performed before symptom occurred. (list 1 to 5 in order – for example: a. listened to FM for ~5 minutes,
b. Switched to CD using steering controls, c. Pressed seek forward hard key 3 times…etc.)

a.
b.
c.
d.
e.
10. Did the condition occur right after start up? NO:
YES:
Did the condition occur right after putting the gear into reverse (drive) after start up?

NO:

YES:

If driving, how long after starting out?
11. Any Genuine Subaru or aftermarket accessories installed?
(i.e. remote start? If YES, was the Remote Engine
Starter used when the symptom occurred?)

NO:

12. Is anything plugged in to the media hub when concern occurs?
If music files on USB, what
type of files are being used?

YES:
NO:

YES:

13. Are there any phones or other devices paired to the unit and if so, what type of phone/software/cell phone carrier?
NO:
YES:
List all phones/ devices paired Note: To verify if a compatible phone follow this link: http://www.subaru.com/owners/index

14. Does unpairing and pairing the phone correct the concern?

NO:

15. Is an aftermarket or genuine cable used to connect the phone?

YES:

NO:

YES:

Verify brand:
16. Is it possible to capture a video recordings of the concern?

NO:

YES:

17. If concern is related to Navigation System operation:
a. What are the exact To: and From: addresses?
b. Is the head unit or the phone application being used for navigation?
i.

If Android Auto, what App is being used?

ii.

If iPhone, what App is being used?

iii. If iPhone, is CarPlay also being used or is CarPlay inactive?

NO:

YES:

NO (Inactive):

YES (CarPlay in use):

Continue to A, B, C, D, E, F, G or H depending on customer’s concern(s). Complete all that apply.

Page 2 of 23

01/15/18

A. Blank screen concern, please make sure items 18-20 are answered
NO:

18. Is the screen blank or frozen?

YES:

19. Were the hard keys/buttons illuminated ON solid? Or blinking? Or OFF?

ON:

OFF:

20. Did you turn off the Head Unit by holding the volume knob followed by the ignition turn OFF?
Continue to section H

BLINKING:
NO:

YES:

B. Freeze* concern, please make sure item 21-24 is answered
21. At which screen did the system freeze?
NO:

22. Was the unit frozen at start up?
If not, how long during use
before the freeze was noticed?

YES:

23. When the unit is frozen, are any hard keys (Volume, radio, map, etc) or steering wheel controls operational?
NO:
YES:
24. Do any touch screen buttons highlight when pressing on them? NO:
Continue to section H

YES:

C. Rear View Camera, please make sure item 25-26 is answered
25. How soon do you put the car in reverse after starting the engine?
(For example: right after engine start-up, after idling for ? min, etc.)

26. Was the Rear View Camera functional, while the symptom was observed (ex: black screen or display freeze)?
NO:
YES:
Continue to section H

D. Mobile application concern, please make sure items 27-29 are answered
27. Please check off which application was launched from the phone prior the issue and how the phone was linked to
the Head Unit?
Mirror Link

CarPlay

Android Auto

Aha Radio

Paired w/Bluetooth

Pandora

Subaru STARLINK

None

Tethered by USB**
Genuine

**Genuine or Aftermarket cable used for Tethering?

28. Is the issue specific to phone application (ex. Pandora, Aha, CarPlay etc.)?

Aftermarket

NO:

YES:

If yes, which one is it and what is the version of the application? Version
Mirror Link

CarPlay

Android Auto

29. How was Siri function used?

Aha Radio

Pandora

Push talk switch on the steering wheel
Continue to section H

Subaru STARLINK

None

Press the home button on iPhone

E. Noise concern, please make sure items 30-31 is answered
30. Is the noise (buzz, static, pop etc.) coming from the speaker(s)?

NO:

YES:

(If YES, which speaker(s)) or from the Head Unit?
31. Note the selected station for
AM-related problems with noise?
Continue to section H

F. Clock concern, please make sure items 32-33 are answered
32. Was the clock set manually? Or auto?

MANUALLY:

AUTO:

33. If the time changes, when does it change?
(For example, when ignition key is cycled off/on)

Continue to section H

Page 3 of 23

01/15/18

G. Audio sound concern, please make sure items 34-36 are answered
34. What audio source is the head unit on when the concern occurs: Carplay or other audio source?
Harman

35. Is vehicle equipped with an external amplifier?

Rockford

Other:

36. For volume/audio concerns - Has the amplifier been checked and proper operation confirmed?
Continue to section H

NO:

YES:

H. Technician Inspection Results), please make sure items 37-45 are answered
37. All Head Unit wiring harness connectors fully seated in the unit?
Inspect for bent/loose pins? NO:
YES:
NO:

38. Have any DTCs been set?

NO:

YES:

YES:

39. Subaru Head Unit part number?
40. Head Unit software version?
Is the software version the most current available?
NO:

41. Is there any physical damage/tampering present?

YES:

42. In cases where multiple software updates have been
performed, did you use different USB Flash drives for
each BASE, MID, and HIGH? Or the same USB Flash drive?
43. If the screen turned blank and the install was reinitiated,
how long did you wait to remove the power to the Head Unit?
44. Was a capacitive discharge already performed?

NO:

NOTE: If NOT performed, Do NOT attempt it right now.

YES:

If yes, what was the outcome?
45. Could you determine the amount of dark current draw the amplifier has on the battery?
NOTE: Dark current measurements to be performed within 20 minutes of entering
standby/sleep mode. Allow 5 minutes for Electical System to enter standby/sleep mode.

NO:

YES:

Measurement:

General / Additional Comments on Conditions:

Continue to the next pages and complete every section that is related to the customer’s concerns. If the customer’s condition is not
listed, choose the one(s) that are closest to it for example if App related follow CarPlay/ Android Auto.

CONCERNS

PAGE

Freeze Related

4

Audio Related

6-8

Clock Related

9-12

GPS/Navigation

13

CarPlay/Android Auto

14-15

Bluetooth

16-20

USB

21

Radio Preset

22
Page 4 of 23

01/15/18

Freeze Related Concerns
Please answer the following for concerns in which the customer has described experiencing
unresponsiveness when using the system.
Can the freeze be reproduced?
NO:
YES:

1.

2.

If so, please note the steps taken which lead up to the system freeze.
1.                        6.
2.                        7.
3.                        8.
4.                        9.
5.                        10.
Describe the behavior seen during the freeze: is audio present? NO:
YES:
What screen is the system stuck on (e.g. STARLINK Splash screen, Home Screen, Phone Screen, Map, etc.)?
How long was the system running for before the freeze was observed?

3.