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IMPORTANT - All
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SERVICE MANAGER

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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: 15-227-18R
DATE: 08/21/18
REVISED: 11/18/19

Harman Audio / Infotainment: Troubleshooting
Navigation System Functionality Concerns

INTRODUCTION:
This bulletin provides troubleshooting steps to follow when diagnosing customer concerns of the
Navigation system’s 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. If the customer’s concern 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 issues with GPS system accuracy, please follow steps (i-vii) below. If not, skip this
section and move on to (b).
i. Can the concern be duplicated? If so, please provide the steps necessary to
reproduce and if possible, a video showing the steps and concern.
ii. Is the concern observed in a specific location?

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: 15-227-18R; Revised: 11/18/19

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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iii. If GPS accuracy is always poor regardless
of route, open the Navi System Sensor
screen. To access, press and hold the Home
button and press the Tune knob 6 times,
then release the home button. In the dealer
menu, select: “Function check” > “Navi
System Sensor” (See screenshot to the
right).
iv. Confirm the system has acquired satellite
signals as indicated by the “# of Receptions” field. Yellow markers indicate the
number of satellites acquired. If possible capture a picture of this screen as well.
v. If no signal is observed (no yellow markers), ensure the vehicle is parked in an
area with access to clear sky. If the vehicle still does not have a signal, investigate
GPS antenna. Confirm the GPS antenna is connected and fully seated into the grey
(fakra) connector on head unit and there is no damage to the cable or antenna.
vi. If the condition persists after checking GPS antenna, try swapping the head unit with
a known good unit.
vii. If the component swap addressed the concern, request an exchange unit.
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.
b. For issues with search results or Point of Interest (POI) list entries, please follow (i-ii)
below. If not, skip this section and move on to (c).
i. Can the concern be duplicated? If so, please provide steps required to reproduce it
and if possible, a video showing the steps and concern. Please note the address or
search result(s) for when the concern occurs.
ii. Please note the Software Version and the Database version. This is found under
Settings > General > System Information. (See below for an example of the System
Information screen with the Software and Navigation Database Version displayed.)

Continued...
Bulletin Number: 15-227-18R; Revised: 11/18/19

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c. For other navigation or GPS issues, please follow Service Manual procedure for basic
diagnostics: “WRONG LOCATION OF VEHICLE, NO GPS RECEPTION”.
i. See the image below for Connection verification testing.

2) If the above steps do not resolve the customer’s NAVI/GPS related concerns, 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 the completed
questionnaire, step-by-step bulletin test 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

Labor Operation #

Labor Time

Fail Code

HARMAN NAVIGATION TROUBLESHOOTING

A031-181

0.5

ZRO-43

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: 15-227-18R; Revised: 11/18/19

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