ATTENTION:

CLAIMS PERSONNEL q

IMPORTANT - All
Service Personnel
Should Read and
Initial in the boxes
provided, right.

SERVICE MANAGER

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PARTS MANAGER

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SERVICE BULLETIN
APPLICABILITY:

All Models with Harman Audio / Infotainment

SUBJECT: Display Screen Freeze-Up or Black (Blank)
Concerns

NUMBER: 15-228-18
DATE: 08/21/18

INTRODUCTION:
This bulletin provides troubleshooting steps to follow when diagnosing a customer concern of the
display screen being either frozen (unresponsive) or black (blank). Please start by completing the
Harman Investigation Guide Questionnaire as it gathers important details which will help with
diagnosis and will be required should the condition not be resolved by this troubleshooting. While
completing the questionnaire, follow the question flow based on the customer concern. Answer each
related question noting the results to each in detail while performing the diagnostics. Review the
entire bulletin before beginning in order to understand the flow for the listed concern. If the concern
you have is not listed, check the Service Manual “Infotainment (Diagnostics) > Diagnostics with
Phenomena” section as a starting point.
SERVICE PROCEDURE / INFORMATION:
REMINDER: Customer satisfaction and retention starts with performing quality repairs.
1) Always confirm the condition as reported by the customer.
a. For screen lock-up or freeze symptoms, follow Steps b-g below. If concern is a black or
blank head unit display, proceed to Step 2.
b. Can the “freeze” condition be duplicated? If so, please note the steps necessary to
duplicate. IMPORTANT: Always confirm the protective film has been removed from
the touch screen before proceeding further.
c. Describe the behavior seen during the freeze: Is audio output present? What screen is the
system stuck on (e.g. STARLINK splash, Home screen, Phone screen, Map display, etc.)?
d. How long was the system running for before the freeze was observed? Was the screen
frozen immediately at start up or after using the system for an extended period of time (If
so, specify roughly how long.)?
e. When using the Hard Keys (see image below), does the system respond when pressing
any of these? If yes, go to (g) below.
Continued...
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.

Bulletin Number: 15-228-18; Date: 08/21/18

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.

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(Image above shows hard keys for 2017 Impreza. Design will vary by model and vehicle line.)
f. Try using the steering wheel controls (e.g. volume, source, voice recognition (VR), etc.)
as shown below. Does the system respond when pressing any of these?

(Image above shows steering wheel controls for 2017 Impreza. Design will vary by vehicle line.)
g. If the system responds to hard keys and/or steering wheel control inputs, try swapping the
head unit from a known good vehicle. If the swapped unit operates normally, request an
exchange component.
IMPORTANT CAUTION: Always disconnect the Telematics Data Communication Module (DCM)
BEFORE any swapping of head units. DCMs must NEVER be swapped or the customer’s
services will not function and DCM replacement may be required to resolve.
h. If the issue persists with a swapped unit installed, follow the Service Manual basic
diagnostic procedure for “SCREEN FREEZES AND DOES NOT ACCEPT ANY
OPERATION ENTRY”.
2) If a black or blank screen is displayed on the head unit, follow the Service Manual basic
diagnostic procedure for “SCREEN IS BLACKED OUT, OR THE SCREEN IS NOT
DISPLAYED”. If the cause for the condition cannot be determined by following the Service
Manual procedure, try swapping the head unit with a known good unit. If the swapped unit
operates normally, request an exchange component.

Continued...
Bulletin Number: 15-228-18; Date: 08/21/18

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IMPORTANT CAUTION: Always disconnect the Telematics Data Communication Module
(DCM) BEFORE any swapping of head units. DCMs must NEVER be swapped or the
customer’s services will not function and DCM replacement may be required to resolve.
If the above steps do not resolve the customer’s concern with lock-up / freeze or black / blank head
unit screen display, complete a fresh Harman Investigation Guide Questionnaire documenting the
customer’s concern and the results of each diagnostic step in this bulletin. If possible, capture a video
of the condition then contact the SOA Techline to review for next steps. Techline will request you
send the completed questionnaire, step by step bulletin results and any videos of the condition.

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
HARMAN DISPLAY SCREEN TROUBLESHOOTING

Labor
Operation #
A031-171

Labor
Time
0.6

Fail
Code

H/U Type

ZRM-43

Base

ZRN-43

Plus / Mid

ZRO-43

High (w/ Navi)

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.

Bulletin Number: 15-228-18; Date: 08/21/18

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