ATTENTION:
GENERAL MANAGER

q

PARTS MANAGER

q

CLAIMS PERSONNEL

q

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

SERVICE MANAGER

q

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

SERVICE INFORMATION BULLETIN
APPLICABILITY:
SUBJECT:

2020MY Legacy & Outback

NUMBER: 15-273-20

Denso CP1 BASE (Dual 7” Display Screen)

DATE: 09/09/20

Erratic Operation

INTRODUCTION:
This Service Information Bulletin addresses isolated
customer concerns regarding the pictured CP1 BASE
Model Center Information Display (CID) LOWER 7-inch
display screen flashing, not responding to touch inputs
and / or shutting off intermittently.

SERVICE PROCEDURE / INFORMATION:
REMINDER: Customer satisfaction and retention starts with performing quality repairs.
Use the reference table below for the procedure to help isolate the root cause and repair as applicable.
STEP

Check Items:

Yes

No

1

Inspect for any deformation of the lower touch screen surface.
Look closely at the lower touch screen from various angles. Are there any wavy
surface areas visible as shown in Fig. 1 below on the touch screen?

Replace
the CID

Go to Step
2

2a / 2b

Inspect for deformation of the touch screen, surrounding trim panel and for any
foreign material trapped in between them.
Can a folded dollar bill (2 thicknesses) be inserted 2mm into the gap between the top
and bottom edges and 4mm into the gap on both sides of the surrounding trim panel
and the lower touch screen? Perform these measurement tests TWICE.

Go to
Step 3

Replace
the CID

3

After removing the screws from the instrument panel, is the touch screen still
switching on its own (without any user input), flashing or shutting off intermittently?

Replace
the CID

Test over
time

4

Reassemble the IP. After reassembly, is the lower touch screen still switching on
its own (without any user input), flashing or shutting off intermittently?

Replace
the CID

Test over
time

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: 15-273-20; Date: 09/09/20

Page 1 of 4

INSPECTION PROCEDURE:
Step 1: Check for deformation of the LOWER touch screen surface:
Check for any deformation or waviness of the touch screen surface. Inspect the surface condition
diagonally with light reflecting on it at various angles. Is any waviness visible as shown in Fig. 1
below?

•

If YES: Replace the CID assembly because the surface of the touch screen is deformed.

•

If NO: Proceed to Step 2.

NOTE: In the event the CID requires replacement, the new unit INCLUDES a new surrounding trim
panel and new control buttons as a ready to install assembly.
Steps 2a & 2b: Inspect for deformation of the lower touch screen, the surrounding trim panel
and for any foreign material trapped in between them. Use the illustrations below as a guide.
•

2a: Insert a (preferably a crisp, new) dollar bill into the gaps between the touch screen and the
surrounding trim panel along the top (A) and bottom (B) as shown in the Fig. 2 example below.
The dollar bill should be able to be inserted 2mm into the full width of both the top and bottom
gaps.

•

2b: Insert a dollar bill folded in half (to provide 2 thicknesses) into the gaps between the touch
screen and the surrounding trim panel along the sides (C) & (D). The folded dollar bill should
be able to be inserted 4mm into the side gaps from top to bottom.

IMPORTANT: All 4 of these measurement checks must be done TWICE.

Continued...
Bulletin Number: 15-273-20; Date: 09/09/20

Page 2 of 4

•

If the dollar bill can be inserted into the gap 2mm on the Top and Bottom and 4mm on BOTH
sides, there is no deformation of the touch screen or surrounding trim panel.
Proceed to Step 4.

•

If the dollar bill cannot be inserted, replace the CID because the surrounding trim panel and /
or touch screen are likely deformed.

Step 3: Can any of the conditions “Display flashes, does not respond to touch inputs, or shuts off
intermittently” be duplicated:
•

If YES: The condition persists, proceed to Step 4.

•

If NO: The condition no longer persists. Operate the unit for an extended period to confirm a
successful repair.

Step 4: Check condition of the retaining screw holes and contact surfaces between the
instrument panel (IP) and CID after removing the screws.
a. Inspect the screw holes of the IP and the bracket following the illustrations below. If the screw
hole(s) are overlapped, CAREFULLY re-align to Acceptable or “OK” as shown below.
b. Inspect the gap between contact surfaces of the IP and the bracket following the illustration
below. If a gap exists between the two contact surfaces, CAREFULLY adjust the seating /
alignment by changing the tightening order of the retaining screws.
Continued...
Bulletin Number: 15-273-20; Date: 09/09/20

Page 3 of 4

TIP: If there is too much mis-alignment, CAREFULLY loosen the other three screws, let things
settle, then try tightening them again in a different order to see if the alignment improves before
installing the final screw or, loosen them all, let things settle then tighten again but in stages so any
one hole is not too far offset (beyond OK).

Can the conditions “Display flashes, does not respond to touch inputs or shut off intermittently” still
be duplicated?
•

If YES: The condition persists, replace the CID.

•

If NO: The condition no longer persists. Operate the unit for an extended period to confirm a
successful repair.

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: 15-273-20; Date: 09/09/20

Page 4 of 4