15-256-19R Service Bulletin/Repair Instructions

ATTENTION:

GENERAL MANAGER

PARTS MANAGER

CLAIMS PERSONNEL

IMPORTANT - All

Service Personnel

Should Read and

Initial in the boxes

provided, right.
SERVICE MANAGER

© 2019 Subaru of America, Inc. All rights reserved.
SERVICE BULLETIN

APPLICABILITY:
SUBJECT:
2019-20MY Impreza

NUMBER: 15-256-19R

2019-20MY Crosstrek (Including Hybrid Model)

DATE: 11/08/19

2019-20MY Forester

REVISED: 01/28/20

2019MY Legacy & Outback

2019-20MY WRX

2019-20MY BRZ- Navigation -equipped Models ONLY

2019-20MY Ascent
FOTA (Firmware Over-The-Air) Reprogramming

Procedure to Optimize Harman Gen 3.1 Audio / Navigation
INTRODUCTION:

This bulletin provides information on a new reprogramming procedure (FOTA) to optimize the

Harman Gen 3.1 Audio and Navigation head units (H/U) utilized in the models as listed above.

Firmware-over-the-air (FOTA) is a process by which remote devices can receive updates to their

operating software. This process has become second nature with smartphones, tablets and many

other connected devices. FOTA for automotive infotainments systems has been designed with

a similar type of customer convenience in mind. FOTA updates are designed to provide regular

enhancements along with some software patches to our infotainment systems improving the user

experience for our customers. The convenience factor comes not only with the supply of regular

updates and the enhancements they provide but also through customer control of when these updates

are applied by allowing them the freedom to choose when these updates are downloaded and

installed. All that is required is a secure WiFi connection such as through a home network or the use

of a secure WiFi hotspot to create a connection to the update server and any customer can obtain and

install an available FOTA update to their infotainment head unit. In this bulletin we are focusing on

FOTA for Harman Gen 3.1 MID-level audio systems and Gen 3.1 HIGH audio-navigation systems.

BASE and BASE PLUS models are not FOTA capable. This bulletin will describe in greater detail

the process for how FOTA is accomplished as well as provide insights and some procedures for

how to resolve conditions that may arise as a result of audio or audio/ navigation head unit swaps or

replacements performed outside of the Harman/ United Radio exchange unit program. The procedure

will involve:

•
Assisting customers with FOTA related concerns if they have been unsuccessful in

performing the FOTA by themselves. (Possible vehicle or H/U concern.)*
•
Performing the FOTA update for customers not comfortable or needing assistance with

performing it themselves but have requested the Retailer install it.*
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: 15-256-19R; Revised: 01/28/20
Page 1 of 18
•
Updating the software using a USB flash drive following the steps outlined in

TSB 15-236-18R, “Reprogramming File Availability for Additional Optimization of

Harman Gen 3 Audio and Navigation Head Units” when FOTA cannot be performed due to

VIN/ head unit serial number mismatch.*
*NOTE: If a customer is simply requesting help with how to perform FOTA, NEVER share a copy

of this bulletin. Instead, provide a copy of the appropriate customer instructions for FOTA. Detailed

customer instructions for this procedure are available on the Subarunet: Service Operations &

Technical > Forms/Downloads page. See Appendix B on pg. 17 for more information.

It is VERY IMPORTANT to read and understand this information completely before proceeding.

NOTES:

• On the models listed, FOTA is available for MID and HIGH (Navi) H/Us only.

•
NOTE: For Gen 3.1, there is a new type of H/U known as BASE PLUS. BASE PLUS may

look similar to a MID unit (both have a CD player) but, just like the BASE model, it is not

FOTA capable. See the related Exchange Bulletin or Electronic Parts Catalog (EPC) to

determine the H/U type.
•
The available FOTA software version is usually the same as the USB version available

to Retailers. But, since the USB software is always released to retailers before the FOTA

version, availability of the latest FOTA version may be delayed.
•
FOTA software updates are for the H/U software ONLY. Map updates are a separate function

which the customer may update on their own by using either USB download or Map Over the

Air Update (MOTA). Go to: dealer.subaru-maps.com
•
On BRZ models, this update procedure is applicable to HIGH / Navigation (Navi) -equipped

head units only.
PART INFORMATION:

Multimedia System Type
Descriptive Features
6.5 Inch Display Audio System (Base)
No CD slot / Eject Button
6.5 Inch Display Audio System (Base +)
Equipped with CD Player and Eject Button
8.0 Inch Display Audio System (Mid)
Phone Button
8.0 Inch Audio / Navigation System (High)
Map Button but no Phone Button
Reference photos of each head unit faceplate are supplied below:
NOT FOTA-Capable
BASE +

Uses MID

update file
Continued...

Bulletin Number: 15-256-19R; Revised: 01/28/20
Page 2 of 18
SERVICE PROCEDURE / INFORMATION:

IMPORTANT:

When FOTA reprogramming cannot be performed and the head H/U is updated using a USB flash

drive, capture and record the head unit’s serial number. In these cases, the serial number is required

to be entered in the Miscellaneous Detail field during claim submission. In addition, capture a photo

of the serial number tag for reference in case there is any question about the serial number submitted.

NOTE: H/U R&R is necessary to access the Serial Number label.

The head unit software may be updated:

1) Using Smartphone and cellular network (3G, 4G) - outlined starting on page 6

2) Using a Secure WiFi Network (home network or hotspot)- outlined starting on page 15.

The update process involves downloading and installing the software update therefore, time duration

depends on signal strength and transfer rate performance. During installation, H/U functionality will

be restricted.

NOTE: Although the following Flow Chart provides an overview of the Service Procedure, it

is VERY IMPORTANT to read and understand ALL the information contained in this bulletin

completely before proceeding.
Continued...

Bulletin Number: 15-256-19R; Revised: 01/28/20
Page 3 of 18
Flow Chart:
Customer presents with a concern of FOTA

update cannot be completed or, requests a

head unit software update.
Has the customer

attempted a FOTA

update?
NO
Check the current software

version ID. Access the

System information setting

from the General Settings

menu. Is the software up to

date?
YES
YES

NO
Did the customer

receive "Your device's

software is up to

date" message when

they attempted to

perform the FOTA

update?
YES

Attempt FOTA update to confirm condition.

If FOTA fails, update the head unit via USB.

Confirm system function then R&R the

head unit and record the head unit serial

number. Take a photo of the serial number

as back-up in case questions arise with the

claim. Submit claim for FOTA attempt, USB

update and R&R for serial number

documentation.
NO
Access the system

information Setting from the

General Setting menu. Is the

software up to date?
NO
YES
Software was updated successfully at some point

either through FOTA, MOTA, or prior USB update at

retailer. Confirm the vehicle history to determine

how this was accomplished. If via MOTA or USB,

R&R the head unit and record the serial number to

ensure customer receives future updates via FOTA.

Take a photo of the serial number as additional

documentation. Submit claim for R&R and serial

number documentation only. If update was

completed by FOTA, no additional action is

necessary
Continued...

Bulletin Number: 15-256-19R; Revised: 01/28/20
Page 4 of 18
IMPORTANT NOTE: If the H/U needs to be removed for any reason, always confirm the part

number shown on the unit matches the part number in the Electronic Parts Catalog (EPC) for the

specific VIN being repaired. Example photos are provided below for reference.
Set-Up Instructions and CAUTIONS:

•
Move the vehicle to an outside location where the engine can be safely started and kept idling

during the update process.
•
Never idle the vehicle in a closed space such as a garage, even if the garage door is kept

open.
•
Once the vehicle is in a safe location, be sure the vehicle is in Park (CVT) or Neutral (MT)

and the parking brake is fully engaged.
•
Open one or more windows to ensure fresh air is available.
•
Stay with the vehicle until the update is completed.
•
Unplug any devices, chargers, cables or other USB drives from the vehicle’s USB and power

ports.
Step 1: Check the Current Software Version Number

1-1) Turn the engine ON. When the H/U powers on, press “I Agree”.

Once audio start-up completes, press the HOME button and select “Settings”.

1-2) From the General screen, select “System Information” to check current software version.

(The pictures below are for illustration only and do not show the latest software version

information.)

Continued...

Bulletin Number: 15-256-19R; Revised: 01/28/20
Page 5 of 18
•
If the current software version is Rel_UE. 19.22.70 or Rel_UE. 19.25.70 STOP as the head

unit has the latest version installed and no further action is needed.
•
Confirm the vehicle history to see if any H/U replacement has occurred in the past. If a new

H/U was installed (part number listed in claim information) or if the H/U was swapped from

another vehicle at any time, the H/U serial number must be captured and entered during

claim submission to ensure compatibility for future FOTA updates. REMINDER: H/U

R&R is necessary to access the Serial Number label. See the H/U serial number sample

photos presented on page 11 for reference.
Step 2: Required Preparation before Initiating the FOTA Update

NOTE: As part of this software update, the H/U will delete all the customer’s radio station presets

and change the volume settings to a default volume level. NOTE: If the radio volume is turned down

during the update process, the volume may seem suddenly very loud once the update completes. This

is normal operation. Always note the customer’s radio station presets and volume settings and be

sure to reset them after updating is completed.

TIP: Taking photos of the screens may be easier than writing down the contents of each.

2-1) Record all the preset stations saved by the customer.

2-1-1) Confirm the driver profile (example shows “Default” as driver profile).
2-1-2) Go to the Radio screen.

2-1-3) Record the saved preset stations (SXM, AM, and FM) (example shows #1: FM87.7 #2:

FM92.7...).
NOTE: Make sure to check the next screen by scrolling (pressing the right arrow > button).

Continued...

Bulletin Number: 15-256-19R; Revised: 01/28/20
Page 6 of 18
2-1-4) Change to next driver profile and repeat the actions above as necessary. (Example

photo below shows other driver profiles. Be sure to note all the preset stations for each

driver profile.)
2-1-5) Select the first driver profile again.

2-2) Record the volume settings for each driver using the following steps:

2-2-1) From the Settings > Sound screen, press the “Sound” button.

2-1-2) Record each volume setting for: Entertainment Volume, AUX Volume Gain,

Microphone Volume, and Navigation Volume.
Step 3: FOTA Reprogramming Procedure

1: Procedure for performing FOTA using Smartphone as WiFi hotspot and cellular network

(3G, 4G):

IMPORTANT: The H/U clock must be set correctly in order to check for any available FOTA

updates.

Navi/Radio internal clock settings:

Set the clock via GPS signal (Navi -equipped models only) or by smartphone using one of the

following procedures, 1.1 or 1.2:

NOTE: Once the clock is set, it never resets unless the vehicle battery power supply is interrupted

as a result of a discharged or disconnected battery. For Navi -equipped models (only), proceed to

Step 1.1. For all others proceed to Step 1.2. If the head unit displays the time correctly, proceed

ahead to Step 1.4.
Continued...

Bulletin Number: 15-256-19R; Revised: 01/28/20
Page 7 of 18
1.1) Setting the clock via GPS signal (Navi -equipped models only):

NOTE: The H/U clock must be set correctly in order to check for any available FOTA updates.

Always confirm the Clock Adjustment mode is set to Auto.
1.1.1) Check current vehicle position on the map screen. If position is correct, the Navi will

receive clock information correctly. Proceed to Step 1.3.5. If position is not correct, please go to

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