NHTSA ID Number: 10168563
Manufacturer Communication Number: 15-226-18R
TSB/Document Date: 2019-12-03
Summary
This bulletin provides troubleshooting steps to follow when diagnosing customer concerns regarding USB functionality. 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.
ATTENTION:
CLAIMS PERSONNEL q
IMPORTANT - All
Service Personnel
Should Read and
Initial in the boxes
provided, right.
SERVICE MANAGER
© 2018 Subaru
of America, Inc. All rights reserved.
GENERAL MANAGER q
PARTS MANAGER
q
q
SERVICE BULLETIN
APPLICABILITY: 2017-20MY Impreza
2018-20MY Crosstrek
2018-19MY Legacy and Outback
2019-20MY WRX and WRX STI
2019-20MY Ascent
2018-20MY BRZ
2019-20MY Forester
SUBJECT:
NUMBER: 15-226-18R
DATE: 08/21/18
REVISED: 11/15/19
Harman Audio / Infotainment: Troubleshooting
USB Functionality Concerns
INTRODUCTION:
This bulletin provides troubleshooting steps to follow when diagnosing customer concerns regarding
USB functionality. 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. Please apply the information captured in the checklist to the Harman
Investigation Guide Questionnaire. 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:
Please complete checklist provided at the end of the document and keep it available for future
reference.
REMINDER: Customer satisfaction and retention starts
with performing quality repairs.
1) Always confirm the condition as reported by the
customer.
2) This section addresses USB detection symptoms.
a. Confirm the USB is recognized (USB icon
appears) on the Media screen as shown in the
figure to the right.
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.
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.
Continued...
Bulletin Number: 15-226-18R; Revised: 11/15/19
Page 1 of 4
b. If the USB is not recognized, follow Service Diagnostic Mode from the Service Manual:
i. Turn the ignition switch to ACC.
ii. Press the “TUNE/SCROLL” button six times while pressing the “HOME” button.
1. SERVICE INSPECTION:
a.
CONNECTION
i. On Service Menu, press “Connection” to display the list of items.
ii. OK : Each device is connected properly.
iii. NG: Connection is not established, or connection status (possibly
including the related harness) is faulty.
NOTES:
• The USB connection showing “NG” when no USB device is
connected to USB ports is normal.
•
If the concern involves “CarPlay not working”, make sure a
genuine Apple cable is used. In some cases, aftermarket cables
may cause connection issues.
•
If the concern involves “Android Auto not working”, try using
another cable since Android phones do not require use of a
genuine cable.
c. Do other USB devices work in the suspect vehicle? If yes, check the USB device’s
operation in another like vehicle.
d. Please provide detailed information regarding the USB device (brand, device type, file
system, types of files on device, etc.).
3) This section addresses issues related to Apple CarPlay and/or Android Auto not launching
consistently due to poor connectivity to USB Media.
New firmware has been released to enhance connectivity for Auxiliary Terminal part numbers used
with MID and HIGH level head units.
NOTE: The BASE model utilizes a different Auxilliary Terminal part number which is not affected.
How to determine if the Auxiliary Terminal is pre- or post-countermeasure (CM):
•
CAREFULLY peel off the QR code / part
number label.
•
Check the Lot# as shown below. If the
number is after “7411” it is post-CM.
4) If the above steps do not resolve the customer’s concern with USB functionality, 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 the next steps. Techline will request you send the
completed questionnaire, step-by-step bulletin test results and any videos of the condition.
Continued...
Bulletin Number: 15-226-18R; Revised: 11/15/19
Page 2 of 4
USB FUNCTIONALITY CONCERNS AND TROUBLESHOOTING
CONCERN CHECKLIST
Repair Order Date:
Vehicle Identification Number (VIN):
1. Condition confirmed as reported by the customer?
NO:
YES:
NO:
YES:
4. Is the USB recognized?
NO:
YES:
5. Does the USB connection show “NG”?
NO:
YES:
6. Are other USB devices recognized and work properly?
NO:
YES:
7. Has USB device been tested using a like vehicle?
NO:
YES:
Concern details:
2. Is the cable used to connect the phone OEM?
3. Head Unit software version:
8. USB device details: brand
9. Part Number:
, type
, file system
,USB hub
Date Code:
Continued...
Bulletin Number: 15-226-18R; Revised: 11/15/19
Page 3 of 4
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 #
Labor Time
Fail Code
H/U Type
HARMAN USB TROUBLESHOOTING
A850-873
0.5
ZLI-43
Base, Mid & High
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: 15-226-18R; Revised: 11/15/19
Page 4 of 4
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TSB/Document ID: 15-226-18R
Replacement Service Bulletin Number:
MFR Communication Date: 2019-11-15
MFR Internal Campaign ID/Software Version:
Communication Type: Service Bulletin/Repair Instructions
NHTSA Components: ELECTRICAL SYSTEM
MFR Component System:
MFR Component Subsystem:
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