CarPlay/Android Auto Concerns

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

For issues with CarPlay or Android Auto connections, please answer the questions below. If
not, skip this section and move on to the next one.

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.

2.

Verify the USB cable used is certified Apple cable (in the case of CarPlay), and is not damaged. Try another cable
if possible.

3.

Ensure Android Auto or CarPlay is enabled without any restrictions on the phone.

For CarPlay

For Android Auto

Ensure Restrictions for CarPlay is disabled under Settings
-> General -> Restrictions. If the slider is green as
shown below then CarPlay is NOT restricted (CarPlay
is operational). If the slider is to the left then CarPlay is
restricted. If CarPlay is restricted either move the slider to
the right or press “Disable Restrictions”

Ensure Android Auto is set to accept new car connections.
Open Android Auto -> Open the menu on the top left ->
Settings -> Connected Cars -> Enable “Add new cars to
Android Auto” as shown below.

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CarPlay/Android Auto Concerns
4.

Verify the phone OS version is up to date and the app (CarPlay or Android Auto) is up to date. Please note the
version number of the device and the app.
Device Make         Device Model         Device Software Version
Cell Provider (if applicable)         App Name         App Version

5.

Try the device with a known good vehicle. If the application launches successfully, swap USB hubs and hub
cables. If the issue still persists, try swapping the head unit. Was the concern addressed by addressing one or
more of these components? NO:
YES:
If so, request exchange of suspect component.
   If the issue still occurs.  

6.

Try a similar device, does the issue still occur? NO:
Verify the user’s device is a compatible device.

YES:

Device Make         Device Model         Device Software Version
Cell Provider (if applicable)

For other concerns with CarPlay or Android Auto, please answer the questions 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. Include a video (preferred) or pictures showing the steps and the
issue observed.
1.                        6.
2.                        7.
3.                        8.
4.                        9.
5.                        10.

3.

Note the device model, version, and app version information below.
Device Make         Device Model         Device Software Version
Cell Provider (if applicable)          App Name         App Version

Comments:

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01/15/18

Bluetooth Concerns

Please answer the following for concerns in which the customer has described experiencing issues dealing with
Bluetooth connections, functionality (calls, phonebook, SMS, etc.).

For issues with Bluetooth connections, please answer the questions below. If not, skip this
section and move on to the next one.
Can the concern be reproduced? NO:
YES:
If so, please provide steps to reproduce it and if possible,
a video (preferred) or pictures showing the steps and
concern.
1.
2.
3.

1

4.
5.
6.
7.
8.

Paired Device List

9.
10.                      

2.

a) Is the connection made at start up? NO:
YES:
b) Is the connection dropped at some other point of
operation? NO:
YES:
If No, Other (List):
What is the phone model and OS version?

3.

Is the device listed in the compatible phones list on
Subaru.com > For Owners > Bluetooth Compatibility?

Connect Device

4.

Is the device still paired to the head unit? NO:
YES:
Confirm the device is in the paired device list located under Settings -> Phone.

5.

Is the head unit still listed as a paired device on the phone? NO:

6.

Can the phone be manually reconnected through the phone settings menu? NO:
Settings -> Phone -> Select the paired phone and select Connect.

7.

If possible, try with a similar model phone. Is the concern reproducible? NO:
Phone Make               Phone Model

YES:
YES:
YES:

Cell Provider               iOS/ OS Version

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01/15/18

Bluetooth Concerns
For issues with Bluetooth, Phonebook, or SMS sync please answer the questions below. If
not, skip this section and move on to the next one.

1.

Can the concern be reproduced? NO:
YES:
If so, please provide steps to reproduce, and if possible, a video (preferred) or pictures showing the steps and
concern. Please note the model and OS version of phone.
1.                        6.
2.                        7.
3.                        8.
4.                        9.
5.                        10.
Pair the phone if not already done.
Was the phonebook/SMS access request
granted when phone was paired to head unit?
NO:
YES:

2.

Once the pairing procedure is performed and
the device is connected, the phone may prompt
the user to accept access for Phonebook. Head
unit display will prompt to initiate Phonebook
download. ACCEPT this pop up.
NOTE: Phone behavior may differ between
models and OS versions.
   If the device is already paired and connected:  

Confirm the Phonebook Download option is enabled. To do this, go to Settings -> Phone, select the paired phone
and enable Phonebook Download as shown below.

   Device may still require the following steps after enabling Phonebook Download on head unit.  

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01/15/18

Bluetooth Concerns
Android Phones

Apple iPhone

Android phones will prompt user on phone for
phonebook access, as shown below.

iPhones will download phonebook after pressing download on
the head unit if the Sync Contacts option is enabled.
NOTE: Some versions of iOS will prompt the user for
phonebook access as shown below.

In the case of Android phones, a second pop up will
appear requesting access to SMS messages.

For iPhones, after pairing, access must be enabled on the
phone for SMS. 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.

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Bluetooth Concerns
Once enabled, the iPhone must be disconnected then reconnected for the changes to apply for SMS download ONLY.

3.

Regarding phone favorites: The head unit’s favorite contacts list is not the same as the favorites listed internally on
the phone. iPhone indicates transferring favorites, but this is not supported at this time. Head unit contact favorites
can be set by selecting the contact on the head unit and selecting the star icon next to the number you want
stored as a favorite.

858-651-5050

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Bluetooth Concerns
For issues with Bluetooth phone call handling, please answer the questions below. If not,
skip this section and move on to the next one.

1.

Can the concern be reproduced? NO:
YES:
If so, please provide steps to reproduce it and if possible, a video (preferred) or pictures showing the steps and
concern. Please note the model, OS version, and service carrier of phone.
1.                        6.
2.                        7.
3.                        8.
4.                        9.
5.                        10.

2.

For concerns regarding holding calls and swapping calls: NOTE: CDMA networks do not support this
functionality. Some phones may have the ability to perform these actions internally but in general, CDMA carriers
(such as Sprint or Verizon) do not support these features.

For other concerns with Bluetooth, please answer the questions below.
Clearly describe the issue 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.
What is the phone model and OS version?
Phone Make               Phone Model

3.

Cell Provider               iOS/ OS Version
Is the device listed in the compatible phones list on Subaru.com > For Owners > Bluetooth Compatibility?
NO:
YES:

Comments:

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01/15/18

USB Concerns

Please answer the following for concerns in which the customer has described experiencing issues dealing with
USB functionality.
For issues with USB detection, please answer the questions below. If not, skip this section
and move on to the next one.
Can the concern be reproduced? NO:
YES:
If so please provide steps to reproduce it and if
possible, a video (preferred) or pictures showing the
steps and concern.
1.
2.
3.

1.

4.
5.
6.

Media screen with USB source available

7.
8.
9.
10.  

2.

Is the USB recognized in the Media screen as shown?
NO:
YES:

3.

Is the USB recognized in the connection check screen
as shown?
NO:
YES:
(Hold Home hard key and press the Tune Knob 6
times, then release the Home hard key).

Connection Check screen

4.

Confirm the USB hub connections are proper and confirm there is no damage to the USB cable or power
harness (where applicable).

5.

Does the USB device work in a like vehicle? NO:
YES:
Do other USB devices work in the suspect vehicle? NO:
YES:

For other issues with USB, please answer the questions below.

1.

Can the concern be reproduced? NO:
YES:
If so please provide steps to reproduce it and if possible, a video (preferred) or pictures showing the steps and
concern.
1.                        6.
2.                        7.
3.                        8.
4.                        9.
5.                        10.
Does the USB device work in a like vehicle? NO:

2.

YES:

If YES list: Vehicle Model Year         Make         Model
Do other USB devices work in the suspect vehicle? NO:

3.

YES:

Please provide detailed information regarding the USB device (Brand, device type, file system, types of files on
device, etc.).

Page 21 of 23

01/15/18

Radio Preset Concerns

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

For issues with Radio Presets missing/deleted, please answer the questions below. If not,
skip this section and move on to the next one.

1.

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

2.

Are all the presets missing? NO:
YES:
Is it only on a specific source?   AM  FM  SXM  OTHER
Is it only a specific preset page?

3.

Do the missing presets now say “initializing”, “hold”, blank, or something else?

4.

Do all the presets return after performing an ignition cycle? NO:
YES:
(Note ignition cycle process is ignition off > door open / door close > wait 2 minutes > ignition on).

For other issues with Radio Presets concerns please answer the questions below.
Clearly describe the issue 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:

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01/15/18

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 #

COMPLETION OF HARMAN G3 QUESTIONNAIRE ONLY,
NO REPAIRS REQUIRED OR MADE (Admin. Expenses)

A101-113

Labor Time**
Legacy /
Outback

Impreza /
Crosstrek

Fail Code

0.3

ZSR-98

OR
AUDIO UNIT R&R (w/ Navigation)

B031-103

COMPLETION OF HARMAN G3 QUESTIONNAIRE

C101-228

0.3

0.5
0.3

ZRO-43 (HIGH)

OR
AUDIO UNIT R&R (w/out Navigation)
Use with Base and / or Plus-level Audio Units

B031-101

COMPLETION OF HARMAN G3 QUESTIONNAIRE

C101-228

0.3

0.5
0.3

ZRM-43 (BASE)
or
ZRN-43 (MID)

**See the Subaru Labor Time Guide for any additional applicable claim coding options.
IMPORTANT: E-mail/fax completed forms to FQA@subaru.com (this is not an interactive mailbox) or fax this form to e-mail/fax
(856) 254-1305 when completed. This fax is for quality assurance purposes only. You will NOT receive any response from this fax.
If you need assistance, please contact the SOA Techline. Techline MUST be contacted and a case opened BEFORE emailing or
faxing in this form and/or any related documents. Include the case number on all documents then email or fax them to Techline at
(856)-254-1423. Always attach a copy to the customer’s service file or the repair order hard copy for your records.

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