February 2021
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Subaru Service and Technical Support Line Newsletter

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01

© 2021 Subaru of America, Inc. All rights reserved.

QMR of the Month

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CODE ARTICLE...................................................................PAGE
(00) STIS New Releases................................10-11
(01) QMR of the Month......................................1-2
(01) QMR of the Month Award
Presentations................................................ 2
Tech Tips Greatest Tips
(01) Combination Meter and BIU shipments
to SOA........................................................... 3
(06) C1921 – Electronic Parking Brake
Inoperative.................................................3-4
(15) Homelink Mirror, No Operation
with Key Off.................................................. 4
(15) Failed RES:
Reference Error Code SER-4357................... 5
(15) CP1 software version verification................ 6

SUBARU TECHLINE HOLIDAYS
& HOURS OF OPERATION
Mon. - Thurs.

8:30AM - 7:30PM EST

Friday

10:30AM - 5:00PM EST

Saturday

9:00AM - 3:00PM EST

We are pleased to announce this month’s QMR of the Month Winner:

Diego Rubio-Rodriguez from
Subaru of Las Vegas in Las Vegas, NV
The winning Quality Monitoring Report selected from December’s
submissions involved the diagnosis and repair of a 2020 Ascent with a
customer concern of multiple warning lights in the combination meter and
the EyeSight indicator coming on intermittently. Diego’s initial inspection
for DTCs revealed a U1235 for Lost Communication with EyeSight. He
began by connecting his scope to check both the low and high-speed
CAN wiring at the EyeSight camera harness connector, R137. From there,
he removed the driver’s A-pillar trim to access the i157 / R50 connector.
With his scope still connected, he found the low speed CAN readings
would fluctuate wildly when wiggling the harness connector but, the R96
/ i19 connection is right next to i157 / R50. After a closer inspection of
both connectors, pin 6 of i19 had backed out of the connector body due
to a broken lock tab. A temporary repair was made to confirm the cause
of the condition had been isolated before Diego proceeded to order the
affected instrument panel harness. After installation of the replacement
instrument panel harness, normal operation of all systems was restored.
Diego provided a short video showing his scope patterns along with
numerous photos of the failed pin terminal in support of his test results.

In appreciation for going the extra mile and sharing his experience with
us, Diego will be receiving the following from his Field Service Engineer:

$500.00 Snap-On gift card

Continued on the next page
CAUTION: VEHICLE SERVICING PERFORMED BY UNTRAINED PERSONS
COULD RESULT IN SERIOUS INJURY TO THOSE PERSONS OR TO OTHERS.

The Subaru TechTIPS newsletter is intended for use by professional Technicians ONLY. Articles 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 your vehicle has or will have that condition. Impreza, Legacy, Justy, Loyale, Outback,
Forester, Subaru SVX, WRX, WRX STI, Baja, Tribeca, BRZ, XV Crosstrek, Ascent, Crosstrek Hybrid and
“Quality Driven” are Registered Trademarks.

February 2021 TechTIPS

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.

Page 1 of 9

01

QMR of the Month (CONTINUED)

The other Regional winners selected from QMRs submitted during June 2020 were:

•

Christopher Beckfield from Chilson Subaru in Eau Claire, WI

•

Leo Gilmore from Ruge’s Subaru in Rhinebeck, NY

•

James Robertson from Parkway Subaru in Wilmington, NC

•

Daniel Evans from North Reading Subaru in North Reading, MA

Any Subaru Technician can participate in the QMR of the Month program. See the February 2013 and
January 2016 issues of Tech TIPS for full details. You just might see your name and photo in a future issue
of Tech TIPS!

01

QMR of the Month Award Presentations

As part of our “enhanced” QMR of the Month recognition program, we will include a photo
(whenever available) of the recipient’s award presentation in TIPS. The winner selected from QMR of
the Month submissions received during December, 2020 was Diego Rubio-Rodriguez, a Technician
from Subaru of Las Vegas in Las Vegas, NV.

Diego (center) is shown above after being presented with his $500.00 Snap-On Gift Card. Left to right are: Rob
Wilkes, Subaru of America Field Service Engineer and Subaru of Las Vegas Service Manager Daniel Jongbloed.
To Diego’s left are Subaru of Las Vegas’ General Manager Burton Hughes and Service Manager Steve Maffioli.
Congratulations and THANK YOU to our December 2020 QMR of the Month Award recipient!

Continued on the next page
February 2021 TechTIPS

Page 2 of 9

This series features TechTIPS articles frequently referred to by Techline. This month’s feature is from
June 2015.

01

Combination Meter and BIU shipments to SOA

If it becomes necessary to send in a BIU, combination meter, or any other component during the
course of a Techline correspondence please ensure that you or the person packaging the box takes
the time to review the following.
•

Did you use enough bubble wrap to properly protect the Combination Meter from damage
during shipping?

•

Is the box large enough to ensure the bubble wrap will keep the Combination Meter protected
during shipping?

•

Is the BIU wrapped and away from the Combination Meter to avoid damage or scratches?

•

Did you include a copy of the fax form in the box with your return address?

Packing materials we suggest you avoid using:
•
•

06

Styrofoam packing peanuts
Inflated bags

C1921 – Electronic Parking Brake Inoperative

DTC detecting condition:
•

A fault is detected if the switch was positioned at lock or release continuously for 90 seconds
while the vehicle is stopped.

•

A fault is detected if an irregular switch condition continues for a predetermined period of
time immediately after the switch position is changed. A fault is also detected if the switch
condition is not confirmed afterwards.

•

A fault is detected if the switch harness is open or shorted.

Continued on the next page
February 2021 TechTIPS

Page 3 of 9

06

C1921 – Electronic Parking Brake Inoperative (CONTINUED)

When diagnosing a C1921 trouble code, be sure to thoroughly inspect the EPB switch. Since the
switch is in close proximity to the center console cup holders, there is higher chance for debris and
liquids to contaminate the switch assembly. When this happens, the result can be a DTC set or an
inoperative EBP/switch. Sticky contaminates, such as spilled soda, can cause the switch to be ‘held’
also resulting in a DTC. If this is the case, do not attempt to clean the switch, it should be replaced.

15

Homelink Mirror, No Operation with Key Off

Techline recently received an inquiry about a customer’s
Homelink Mirror not operating when the key is in the off position.
This was compared to like vehicles, where the operation was
found with the key off.
After investigating and discussing further with the supplier,
the additional battery power to operate with the key off is not
supplied to certain mirror assemblies. This depends on how
the mirror was installed.
•

Accessory installed Homelink mirrors- Will Not operate
with key in the off position.

•

Factory installed Homelink mirrors- Will operate with
key in the off position.

This is considered normal operation. Therefore, if faced with this concern, the Technician should
check the vehicle inquiry to see which method the mirror was installed.

Continued on the next page
February 2021 TechTIPS

Page 4 of 9

15

Failed RES: Reference Error Code SER-4357

Telematics Remote Engine Start (RES) is a very popular feature seeing high volume use especially
during the cold winter and hot summer months. For example, during January 2021, customers made
over five million RES requests! Because customers rely heavily on this feature, a clear understanding
of the details is vital whenever diagnosing a failed RES concern.
Diagnosing Telematics RES concerns can be challenging due to the lack of diagnostic trouble codes
to indicate where diagnosis should begin. However, there are error
messages which can appear on the MySubaru APP that may contain
valuable information to help with diagnosis. If the customer arrives with
a concern of RES requests are failing, one of the first questions should
be is, what message appeared on the MySubaru APP following the
failure? A screen capture of any messages that appear is valuable for
reference and may be necessary when contacting Techline.
An example of a message displayed following a failed RES request
referencing an error code is shown here. Reference Error code
SER-4357 indicates “negative acknowledgment” meaning although the
vehicle has successfully received the RES request, there is a vehicle
side system preventing engine start. Once the SER-4357 error message
has been confirmed the on the customer’s phone, perform the
preliminary diagnostic steps below:
1. Confirm the Telematics LED is GREEN.
2. Confirm proper operation of the power door locks.
3. Using the SSM4, verify the BIU indicates all the doors are
locked.
4. Confirm proper operation of all door latch switches.
5. Using the SSM4, verify the BIU indicates all the door latches change from closed to open
and vice-versa.
6. Verify the vehicle indicates it is in Park when the selector is in the Park position.
7. Using the SSM4, verify Park is indicated across all control modules consistently TCM, ECM,
BIU, and KACM.
8. Verify the Push-button Start indicator functions as expected by illuminating GREEN when
depressing the brake pedal with the engine OFF.
9. If Steps 1 - 8 are confirmed to be operating properly as indicated, contact Techline for
assistance with additional diagnostic steps.
Technicians need to ensure all the systems outlined above work properly as preconditions to a
successful RES. If all the vehicle’s side systems are functioning as expected, there are conditions
on the back end infrastructure which may be the root cause of the failure but present no indication.
These back end causes can only be addressed by opening a Techline case. Technicians faced with a
RES concern and a vehicle that is otherwise operating as expected should contact Techline BEFORE
any additional diagnosis, parts replacement or unnecessary repairs which may result in extended
downtime.
Continued on the next page
February 2021 TechTIPS

Page 5 of 9

15

Software Version Verification

Reminder: For infotainment related concerns please always remember to review as applicable:
Technical Support Guide, TSB 15-177-14R “Gen 2 and Gen 2.1 Operating Tips”, TSB 15-221-18R
“Harman Audio/Infotainment: Harman Generation 3.0 and 3.1 Operating Tips”, TSB 15-259-20R
“Denso Gen 4 Cockpit One (CP1) Infotainment System Operating TIPS Technical Support Guide.”
When confirming CP1 system software version information, it is critical to allow the unit to finish the
boot-up process before accessing the version information screen. Failure to allow the process to
complete could result in missing version information or asterisk symbols (****) as shown below. A good
practice would be to wait a minimum of 3 minutes after the boot-up process begins at key on for this
information to load properly.