ATTENTION:

CLAIMS PERSONNEL q

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

SERVICE MANAGER

© 2020 Subaru of America, Inc. All rights reserved.

GENERAL MANAGER q
PARTS MANAGER

q
q

SERVICE BULLETIN
APPLICABILITY:

2020MY Legacy and Outback

SUBJECT:

Denso Gen 4 Cockpit One (CP1)
Infotainment System Operating TIPS

NUMBER: 15-259-20
DATE: 02/19/20

INTRODUCTION:
This bulletin provides helpful tips to use when diagnosing customer concerns which may arise when
operating the new-generation Denso CP1 Multimedia Navigation (AVN) & Display Audio (DA)
systems. This new Gen 4 head unit containing audio and navigation features, is also referred to
as Cockpit One (CP1) Infotainment system. The new system consists of two modules: a Cockpit
Control Unit (CCU) and, either a dual 7” display audio unit (“Base”), an 11.6” display audio (“Mid”)
or 11.6” display audio / navigation (“High”) system also known as the Center Information Display
(CID). Reference photos of each system are supplied below.
(A) “Base”

(B),
(B), (C)
(C) “Mid” & “High”

௬

NC-03379

ID

Audio Unit Type

(A)

“Base” - Audio only

(B)

“Mid” - High-grade Audio only

(C)

“High” - High-grade Audio & Navigation

Audio systems used in previous models produced by Fujitsu- (Denso) TEN and Harman have similar
“Operating TIPS” bulletins available on STIS. Both are “live” documents and get updated regularly
with new information. This bulletin will continue along those same lines and format, receiving
regular updates with the latest information as it is received.
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: 15-259-20; Date: 02/19/20

Page 1 of 10

CONDITION #1: During Navigation operation, the map orientation can be changed between 2D
north-up, 2D heading-up and 3D.
 2D north-up

 2D heading-up

 3D heading-up

CAUSE:
The map orientation defaults to 2D north-up, 2 mile scale whenever the ignition is cycled off-on.
RECOMMENDATIONS:
This is a normal operating characteristic.
CONDITION #2: NAVI screen does not show the correct location.
CAUSE:
It is possible during Delivery Mode for the NAVI GPS display to show Manhattan, NY location all
the time. This is a default setting for GPS in this mode. Other indicators of Delivery Mode are:
•

The arrow is gray in color

•

The clock time displayed is inacurate.

Following Delivery Mode or Memory Initialization
(map arrow is gray).

Normal Operation (map icon is blue/green).

Continued...
Bulletin Number: 15-259-20; Date: 02/19/20

Page 2 of 10

RECOMMENDATIONS:
If a vehicle presents with this concern, inform the customer that the map icon will change to cyan
(blue/green) and the clock will reset to the correct time as soon as the GPS module receives the
current vehicle location. In a case where the vehicle location shown on the Navigation screen does
not update to show the correct location and the clock remains inaccurate, perform the applicable
diagnostics to confirm the GPS antenna integrity and secure harness connection.
NOTE: The synching process time varies depending on the available GPS signal strength. Driving
the vehicle (while avoiding frequent direction changes) for a few miles will help to expedite the
process.
CONDITION #3: Artwork appearance on the Center Information Display disappears.
CAUSE:
It is a normal operating characteristic for the SXM station artwork to disappear from the CP1 / Gen 4
Infotainment system display whenever the vehicle is in motion. Artwork is restored when the vehicle
stops.
Artwork is displayed when stopped or parked.

Artwork is NOT displayed when moving.

This behavior occurs when using all audio sources including Bluetooth streaming and Media.
RECOMMENDATIONS:
Explain to customers questioning this condition that it is a normal operating characteristic intended to
reduce distraction. Replacing the head unit will not change this characteristic.
CONDITION #4: Engine Auto Start-Stop operation defaults to “ON” following the ignition cycle
off-on.
CAUSE:
The Auto Start-Stop feature operates automatically to save gasoline and reduce emissions when
the vehicle is stopped. By design, the Auto Start-Stop feature always defaults to ON whenever the
ignition is cycled off-on.

Continued...
Bulletin Number: 15-259-20; Date: 02/19/20

Page 3 of 10

RECOMMENDATIONS:
There may be times when this feature needs to be deactivated. Follow the sequence provided below
to deactivate Auto Start-Stop:
1. Touch the Vehicle Icon on the Home screen
2. Touch the Others tab on top
3. Move the Auto Start-Stop slider to OFF.

2

3
1

CONDITION #5: Sound Output is delayed following the CP1 / Gen 4 Infotainment system reboot.
CAUSE:
During the reboot function of the CP1 / Gen 4 Infotainment system (following ignition offon), multiple functions are being configured: Telematics system, Audio system, HVAC system,
Combination Meter Display, Center Information Display, mobile application functions and the
Navigation system (where applicable). NOTE: Tasks and operations dedicated to safety are given
the highest priority. This is the reason why operation of some controls like turning of the volume
knob or touch display selections might appear out of sync and be delayed. The same applies to the
sound output being delayed following a system reboot.
RECOMMENDATIONS:
Explain to customers this is a normal operating characteristic.
CONDITION #6: Voice Recognition (VR) operation is inconsistent when using Apple CarPlay or
Android Auto applications.
CAUSE:
When using the CarPlay or Android Auto application, it is important to note using a short press
(quick press/ release) of the Talk switch on the steering wheel to start the VR system invokes the
native (vehicle) on-board VR application and not Siri or Google. This is a different behavior from
the previous generation Harman Gen 3 head unit. This change allows the use of VR for HVAC or
media control while using CarPlay or Android Auto.

Continued...
Bulletin Number: 15-259-20; Date: 02/19/20

Page 4 of 10

RECOMMENDATIONS:
This detail is important to keep in mind when using the VR feature for functions like voice to call
or voice to text. For example, due to CarPlay protocols, placing a call using the native on-board VR
by speaking a contact name isn’t possible. When CarPlay is active, a long press of the Talk button
will activate Siri and allow calls to be made using the phone’s contact list. Alternatively, calls can be
made using the native on-board VR when prompted by speaking the desired phone number. To recap,
when CarPlay or Android Auto are in use, placing handsfree phone calls by speaking contact names
is not possible using the native VR system. In addition, when CarPlay or Android Auto are active, a
short press of the Talk button activates only the native VR system which can be used for HVAC and
other settings. When using CarPlay or Android Auto, a long press of the Talk button will activate Siri
/ Google Assistant to allow their use in making handsfree calls using the phone’s contact list. The
native VR can only be used to call contacts when CarPlay or Android Auto are NOT in use unless the
customer chooses to dial by phone number rather than by contact.
REMINDER: To start Siri / Google Assistant, while using CarPlay / Android Auto press and HOLD
(long press) the Talk switch on the steering wheel.
On-board Voice Recognition Activated

Siri Activated

The same is true when using the voice to text function. To start Siri/ Google Assistant, press and
HOLD the Talk switch on the steering wheel. This will initiate change-over from the native on-board
VR system to Siri / Google Assistant.
CONDITION #7: Intermittent volume adjustment
concerns when using Android Auto application.
CAUSE:
There are instances when using Android Auto, the
audio volume cannot be adjusted intermittently even
though notification of the adjustment by turning the
volume control knob occurs as shown below on the
display as shown here.
This condition occurs because Android Auto
operation is being prioritized over the CP1 / Gen 4
Infotainment system.
Continued...
Bulletin Number: 15-259-20; Date: 02/19/20

Page 5 of 10

RECOMMENDATIONS:
This condition is temporary and will clear eventually. To expedite clearing and regain faster volume
control for the audio source, there are some work arounds. One option is to relaunch Android Auto
by disconnecting and reconnecting the phone to the CP1 / Gen 4 Infotainment system or, a short
press
WHAT TO
DO IF
ofWHAT
the Talk
button on the steering wheel to start the native VR followed by saying “cancel” after the
TO DO IF
beep is heard. The procedure shown below copied from the Owner’s Manual regarding sound output
can
also be used.
TROUBLESHOOTING
TROUBLESHOOTING ISSUES COMMON TO THIS SYSTEM
Symptom

Cause

Action

The touch screen becomes unresponsive during
operation.
The sound suddenly stops working.

An error has occurred in the system.

Press and hold the “
” knob for 10
seconds or longer to reset the system.

SUBARU STARLINK

Always confirm the customer has the latest Android Auto and Google application updates installed on
XDualdevice
7.0-inchas
display
system
only
their
regular
enhancements
are released to ensure the best experience.
Symptom

Likely cause

CONDITION
#8: Android Auto
does not launch.
SUBARU STARLINK does not start.
The time does not match.

Solution
Connect your smartphone.

Page
79

Set the phonebook download function

CAUSE / NOTE: The vehicle must be stopped and the electric
parking brake (EPB) must be82 ON
to on.
to complete the initial pairing process between the CP1 / Gen 4 Infotainment system and the phone
using the Android Auto application. When connecting a phone to the USB port, follow the messages
on both the CP1 display and the phone screen. See below an example.
CP1 System

GC7_US.indb

Android Phone

9

227

227

2019/05/30

RECOMMENDATIONS:
This is a normal operating characteristic. It is a good practice to confirm an undamaged, genuine
cable is used to connect the phone as well as the making sure the phone is set to accept connection
with a new vehicle.
Continued...
Bulletin Number: 15-259-20; Date: 02/19/20

Appendix/What To Do If/Index

Only the background is displayed on the screen
and no icons appear.

Page 6 of 10

15:32:36

CONDITION #9: Android Auto connection failure is displayed.
CAUSE:
Reports have been received regarding a communication error message
displayed on the phone screen as shown here.
When this message is displayed on the phone after connection to the
CP1 / Gen 4 Infotainment system, the Android Auto application fails
to launch. Investigation has shown the source of this error is on the
phone side and can be resolved by re-synching communication by
disconnecting and reconnecting the phone. The communication error
number (12 shown in the example) is irrelevant.
RECOMMENDATIONS:
When reviewing a similar issue, explain to the customer that replacing
the head unit will not resolve this condition as it is not the root cause of
the error. It is a good practice to confirm an undamaged, genuine cable
is used to connect the phone as well as making sure the phone is set to
accept connection with a new vehicle.
CONDITION #10: User is unable to download Phonebook Contacts.
CAUSE:
Confusion regarding the phone contact transfer process.
RECOMMENDATIONS:
When assisting with questions about the phonebook download process, start by verifying the option is
enabled in the CP1 / Gen 4 Infotainment system using the following screen shot as a guide.

Home > Settings > Phone > Phonebook/Recent Calls

Continued...
Bulletin Number: 15-259-20; Date: 02/19/20

Page 7 of 10

If the customer still cannot access the phonebook or messages, check the phone’s Bluetooth settings
to ensure all related sharing settings are enabled.
•