Was it frozen immediately at start up? NO:
YES:
After using the system for an extended period of time? NO:

YES:

Approximately how long:

4. Try using the Hard Keys (see image below), Does the system respond when pressing these? NO:

YES:

Try using the Steering Wheel Controls (Volume, source, VR, etc. - see image below). Does the system respond
YES:

5. when pressing any of these? NO:

If the system responds to hard keys and/or steering controls.
Try swapping head units with a known good setup. Is the issue reproducible? NO:
YES:
CAUTION: DO NOT swap DCMs between vehicles. Disconnect/ remove the DCM in each vehicle.
If swapped unit does not reproduce issue.  
Request component exchange.

Radio Hard Keys - 2017 Impreza
(design will vary by model and vehicle line)

Steering wheel controls - 2017 Impreza
(design will vary by vehicle line)

If the swapped unit duplicates the same condition, check for vehicle side concern, concern with connected item
(Phone, USB Device, or other), or other outside influence.

Page 5 of 23

01/15/18

Audio Related Concerns

Please answer the following for concerns in which the customer has described experiencing issues dealing with
audio output.

Is the concern regarding no audio output? If yes, answer the following, but if not, skip this
section and proceed to the next section below.
1.

What source(s) do not have audio output?
CD  AM  FM  SXM  Aux  USB  BT-A
Can the no audio concern be reproduced? NO:
YES:
If so, please note the steps followed to duplicate the condition.
1.
2.
3.
4.

2. 5.
6.

Audio Source Widget

7.
8.
9.
10.
When selecting an audio source, does the audio widget in the

3. top right corner of the screen show the correct source?
(See screenshot to the right) NO:

YES:

Does the system display the volume indicator when the volume

4. knob (or volume steering switch) is adjusted?
(See screenshot to the right) NO:

YES:

Volume Indicator

Does the system show indication when playback is occurring? NO:

YES:

5. For example, if using a media device (CD, iPod, USB, etc), does the playback timer update? NO:
If using tuner (AM, FM, SXM), is there station data displayed and is it updating? NO:

6. Is the vehicle equipped with a Harman/Kardon amplifier? NO:

YES:

YES:

YES:

   If the vehicle is equipped with an HK amplified system  

a.

Confirm connections are proper between head unit and amplifier.

b.

Does disconnecting and reconnecting the amplifier address the concern? NO:

c.

Does disconnecting and reconnecting the head unit address the concern? NO:

YES:
YES:

   If concern does not resolve after these steps  

7.

Perform a swap of each component with a known good amplifier and head unit. Swap the amplifier first then check
if the concern is addressed. If the condition persists, swap the head unit. Was the concern addressed by swapping
one (or both) of the components? NO:
YES:
CAUTION: DO NOT swap DCMs between vehicles. Disconnect/ remove the DCM in each vehicle.
   If component swap addressed concern.  
Request exchange for suspect component.

Page 6 of 23

01/15/18

Audio Related Concerns
Is the concern regarding audio quality? If yes, answer the questions below. If not, skip this
section and proceed to the next section below.
1.

What source(s) have the audio quality concern? Describe the concern and attach a video (preferred) or pictures if
possible.

   For concerns regarding audio quality on specific source(s):  

a.

b.

2.

For tuner - related issues (AM/FM/SXM/DAB), is the concern on a specific frequency/channel? Please list
the frequencies/channels here:

For media (USB, BTSA, CD, etc), list the devices used, file type (mp3, mp4, cda, aac, etc).

Can the no audio concern be reproduced? NO:
YES:
If so, please note the steps followed to duplicate the condition:
1.                        6.
2.                        7.
3.                        8.
4.                        9.
5.                        10.
Is the concern heard in each audio channel? NO:

YES:

3. Adjust balance and fade to confirm. (See further instruction below).

Balance and fade can be adjusted by going to
Home Screen -> Settings -> Sound -> EQ.
Drag the crosshair to each corner of the vehicle
to check for output from each audio channel.

EQ and Sound Position Screen
   If the concern is only observed while listening to certain audio channel(s):  

a.

Confirm connections from head unit to speakers are not damaged.

b.

If the vehicle comes equipped with an Harman/Kardon amplifier, confirm connections between amplifier and
speakers are not damaged.

c.

If the issue persists, try to reproduce it in a like vehicle. If issue is not reproducible, swap out head unit and/
or amplifier. If the concern is no longer present after swapping components, was the concern addressed by
swapping components? NO:
YES:
CAUTION: DO NOT swap DCMs between vehicles. Disconnect/ remove the DCM in each vehicle.
   If component swap addressed concern.  
Request exchange for suspect component.
Page 7 of 23

01/15/18

Audio Related Concerns
Is the concern regarding buzzing noise? If yes, answer the questions below. If no, skip this
section.
1.

Is the vehicle equipped with an Harman/Kardon amplifier? NO:

YES:

   If the vehicle is equipped with HK amp and the issue is reproducible:  

a.
b.
c.

Does the buzzing noise occur even when the vehicle is shut off? NO:

YES:

Swap the amplifier with a known good amplifier, is the concern still present? NO:

YES:

If swapping the amp, addresses the issue, order a replacement amplifier.

2.

Can the buzzing noise be reproduced? NO:
YES:
If so, please note the steps followed to duplicate the condition. Capture and attach a video (preferred) or pictures
of the issue if possible.
1.                        6.
2.                        7.
3.                        8.
4.                        9.
5.                        10.

3.

What source(s) can the noise be heard on?    CD  AM  FM  SXM  Aux  USB  BT-A

4.

Compare the same source(s) and, if applicable, use the same devices in a like vehicle. Does the concern transfer
to the like vehicle? NO:
YES:

5.

If the buzzing noise is noticed when using certain media devices (USB, iPod, CD, etc), try a similar device.
Is the concern still reproducible? NO:
YES:
If not, gather details on the suspect device such as model, device software version (if applicable), device content
such as file types, if this is a CD, is it a copied CD? NO:
YES:
Data disc? NO:
YES:
Commercially sold CD? NO:
YES:

For other audio concerns please fill out the information below.
Clearly describe the concern below:

1.

2.

Can the concern be reproduced? NO:
YES:
If so, please list the steps to reproduce it below. Attach a video (preferred) or pictures if possible showing the
steps and the issue observed.
1.                        6.
2.                        7.
3.                        8.
4.                        9.
5.                        10.

Comments:

Page 8 of 23

01/15/18

Clock Related Concerns

Please answer the following for concerns in which the customer has described experiencing issues dealing with
the clock.

For issues with clock not updating/incorrect date and time, answer the questions in
following section. If other clock related concern, skip to next section.
1.

Check the clock setting being used.
Clock setting can be found under:
Settings -> Vehicle -> Clock Adjustment.

2.

If Clock Adjustment setting is set to Manual,
the clock must be set using the Multi-Function
Display (MFD). Base MFD is set using the +/buttons. Color (Mid and High) MFD is set using
the steering wheel controls.

3.

If vehicle is equipped with color MFD, press the
INFO button until MFD displays the “Hold SET
button” screen. Hold the Set steering wheel
button to enter the settings menu. Date and time
setting is located in this menu.

If the
“Manual”
setting is
selected

Clock Adjustment Setting

If the “Auto” setting is selected

2.

Is the head unit a high grade or a mid/base grade unit?

For high grade head units:

3.

For mid/base grade units:

Open the Navi System Sensor screen. Press and hold
the Home hard key and press the Tune Knob 6 times,
then release the home button. In the dealer menu select
“Function check” -> “Navi System Sensor”
(See screenshot below).

3.

Page 9 of 23

Mid and base grade units require a phone paired
via Bluetooth for automatic clock setting. Is a
phone paired to the head unit?
NO:

YES:

01/15/18

Clock Related Concerns
Are SMS messages synced and downloaded to
the head unit?
NO:

4.

YES:

The system requires access to phonebook AND
SMS messages to update the correct date and
time. Messages should be available under
Phone > Messages. If the button is gray, then
message access from the phone was most likely
not accepted.

Navi System Sensor
Does the screen show correct date and GMT time?

4.

5.

NO:

YES:

Note the number of satellites acquired, if none, move the
vehicle to an area with access to open sky.

5.

If the messages button is grey, delete the phone
pairing and repair the phone. The next section
describes the access procedure for the most
common types of devices: Apple iPhones and
Android phones. NOTE: This procedure could
vary between device models.

If system does not show correct time while parked in
open sky, investigate GPS antenna. Confirm the GPS
antenna is connected and fully seated into the grey fakra
connector on the head unit. Also, make sure there is no
damage to the cable/antenna.

Android Phones

6.

Once the phone is
paired to the head unit,
the phone will display a
pop-up prompting the
user to accept access to
Phonebook. Select “Allow”.
You may receive follow
up messages for phone
history and messages,
make sure to allow access
to all of them.

iPhone

After pairing, access
must be enabled on the
phone. To do this, go to
Settings -> Bluetooth ->
Select the paired head
unit labeled “Subaru
BT” and make sure both
Sync Contacts and Show
Notifications are enabled.

Navi System Sensor

Page 10 of 23

01/15/18

Clock Related Concerns

After these items are enabled, disconnect the device
from the head unit then reconnect.

Page 11 of 23

01/15/18

Clock Related Concerns
For other clock issues please fill out the information below.
Clearly describe the issue below:

1.

2.

Can the concern be reproduced? NO:
YES:
If so, please list the steps to duplicate it below. Attach video (preferred) or pictures if possible showing the
steps and the issue observed.
1.                        6.
2.                        7.
3.                        8.
4.                        9.
5.                        10.

Comments:

Page 12 of 23

01/15/18

GPS/Navigation Concerns

Please answer the following for concerns in which the customer has described experiencing issues dealing with
the navigation feature.

For issues with GPS accuracy please answer the questions below. If not, skip this section
and move on to the next applicable section.

1.

Can the concern be reproduced? NO:
YES:
If so, please provide steps to duplicate it, and if possible, attach a video (preferred) or pictures showing the steps
and concern.
1.                        6.
2.                        7.
3.                        8.
4.                        9.
5.                        10.
Open the Navi System Sensor screen. Press and
hold the Home hard key and press the Tune Knob 6
times, then release the home button. In the dealer
menu select “Function check” -> “Navi System
Sensor” (see screenshot below).

2.

Is the concern observed in a specific
location? NO:
YES:

If GPS
accuracy is
always poor
regardless of
route.

If the “Auto” setting is selected

3.

Please note the start and end point of the route along
with where along the route the concern is observed.
Include a video (Preferred) or pictures showing the
steps and the issue observed.

3.

4.

Verify the system has aqcuired satellite signal as
indicated by the “# of Receptions” field. Yellow
markers indicate number of satellites acquired. If
possible, capture/attach a picture of this screen as
well.

5.

If no signal is observed, ensure the vehicle is
in clear sky. If the vehicle is still does not have
signal, investigate GPS antenna. Confirm the GPS
antenna is connected and fully seated into the grey
fakra connector on the head unit. Also, confirm
there is no damage to cable/antenna.

6.

If issue persists after checking GPS antenna, try
swapping head units with a known good vehicle. Is
the concern resolved? NO:
YES:
If the “Auto” setting is selected
Request exchange for suspect component.

Page 13 of 23

01/15/18