ATTENTION:
GENERAL MANAGER

q

PARTS MANAGER

q

CLAIMS PERSONNEL

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

SERVICE MANAGER

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

SERVICE BULLETIN
APPLICABILITY:

2020MY Legacy and Outback

SUBJECT:

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

NUMBER: 15-259-20R
DATE: 02/19/20
REVISED: 03/24/21

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)
(A) “Base”

(B),
(B),(C)
(C) “Mid” & “High”

௬

ID

Audio Unit Type

(A)

“Base” - Audio only

(B)

“Mid” - High-grade Audio only

(C)

“High” - High-grade Audio & Navigation

NC-03379

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: 15-259-20R; Revised: 03/24/21

Page 1 of 24

CONDITION #1a: 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 #1b: Navigation issues due to street names not shown.
CAUSE:
Street names are not shown.
RECOMMENDATIONS:
Just a reminder there are three map orientation modes: 2D north-up, 2D heading-up and 3D
heading-up.

2D north-up

2D heading-up

3D north-up

Please note street names only appear in 2D north-up and 2D heading-up. Street names are not
shown in 3D heading-up map orientation mode. This is TomTom User Interface constraint for
CP1.0 system. So this operation is characteristic.
Continued...
Bulletin Number: 15-259-20R; Revised: 03/24/21

Page 2 of 24

CONDITION #1c: Navigation issues due to no match for the address
CAUSE:
Unable to find an address using on-board navigation typing or speaking the address.
RECOMMENDATIONS:
Occasionally we see reports of an address or POI not able to be found in the navigation system.
Please keep in mind the TomTom data base used with NAVI feature requires regular updates to
stay current due to bug fixes as well as information revisions. When assisting with such cases, first
duplicate the issue and document the address in question. Then ensure the system has the latest
software update and the latest map version. Bringing system up to date offers operation improvement
as well as helps to establish a baseline to perform diagnostic.
If even after the map is updated , there is still a concern about inaccurate map data (no match for
street name, no match for town/city name, address not found etc.) we appreciate the feedback
reported using the link from SOA website https://www.subaru.com/owners/index.html.
Select “Navigation” and the vehicle of interest using pulldown menus, click command button “Search
for Updates” button and use the link “Report Inaccurate Map Data”.

You would get redirected to the map share tool page following the link: https://www.mapsharetool.
com/external-iframe/external.jsp?CustomerId=20181921
Note: they need to choose a Facebook, Google or Yahoo account to submit your report, so it has
something to tie it to.

Continued...
Bulletin Number: 15-259-20R; Revised: 03/24/21

Page 3 of 24

See below for an example of reporting a map error.

Please keep in mind the TomTom database will always be less up to date vs smart phone navigation
applications, since it isn’t connected to the cloud using real time information.
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: 15-259-20R; Revised: 03/24/21

Page 4 of 24

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: 15-259-20R; Revised: 03/24/21

Page 5 of 24

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: 15-259-20R; Revised: 03/24/21

Page 6 of 24

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: 15-259-20R; Revised: 03/24/21

Page 7 of 24

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: 15-259-20R; Revised: 03/24/21

Appendix/What To Do If/Index

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

Page 8 of 24

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: 15-259-20R; Revised: 03/24/21

Page 9 of 24

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

Android Device

Select the gear icon next to your vehicle device
name. Ensure all settings are enabled.

•

Apple Device

Select Bluetooth setting, then under “MY
DEVICES”, click on the “i” symbol next to
connected device to confirm “Sync Contacts”
and “Show Notifications” options are enabled
as shown below. It is strongly recommended
to restart the vehicle to finalize the pairing
process and ensure all devices are properly
synchronized.

NOTE: The system can store up to 2000 phone numbers. The total number of phonebook
contacts transferred from the phone would be equal or less, because it depends on the amount of
data each contact contains (multiple phone numbers, address, email, etc.).
CONDITION #11: Unable to transfer Phone Favorites to CP1 / Gen 4 Infotainment system.
CAUSE:
Keep in mind, the CP1 / Gen 4 Infotainment system’s Favorites list and that of the paired phone are
not synchronized. The Bluetooth phone’s Favorites list will not be downloaded automatically, even
after the phonebook data has been downloaded from the Bluetooth phone. The customer is required
to manually register the contacts in the Favorite list. The maximum number of Favorite contacts is
15.
RECOMMENDATIONS:
Explain to customers this is a normal operating characteristic.

Continued...
Bulletin Number: 15-259-20R; Revised: 03/24/21

Page 10 of 24

CONDITION #12: Playback of audio files using a USB memory device does not work.
CAUSE:
There are no restrictions for the brand or size of the USB Memory device. All will work with the
CP1 / Gen 4 Infotainment system as long as they meet following requirements:
•

USB communication formats: USB 2.0 LS (1.5 Mbps) / FS (12 Mbps) / HS (480 Mbps)

•

File format: FAT 32

•

Supported file extensions: m4a / aac, mp3, wma, wav, flac, m4a NOTE: It is recommended
to remove all files in formats not supported by the CP1 system from the USB memory device.

Always confirm the customer is using a correct port as well as
following the guide lines for the media requirements. If the customer
still can’t play back their audio files using a USB memory device,
confirm the device has not been damaged. Once the USB device is
Insert
discfollow
with the label
confirmed to
be the
OK,
the side
applicable Service Manual procedure
facing the rear of the vehicle.
to perform further diagnostics.

(240,1)

*: If equipped

- Operation Flow: Using Playback Modes Display the playback mode list.
Select the playback mode.
Play a track.
CONDITION
#13: Even if a user follows the
proper procedure, a “Notification
Date” cannot be set
Center Information Display (CID)
238
and shows “ - - / - - / - - - - / “ as shown below after inputting a notification date and pressing
“Set.”
NOTE
Tires setting:
! Maintenance
. The vehicle posture indication may

CAUSE: differ from the actual vehicle posture.
. For Outback, when X-MODE has
Date and Time
haveon,
not
The
been turned
thebeen
screenset.
of the center
information display will be changed to
user must set
a date and time prior to
the X-MODE screen.
.
The
vehicle posture
angle varies not
setting a “Notification
Date.”
only due to the angle of the road
surface, but also due to the vehicle tilt
caused by the occupants, cargo, and
acceleration or deceleration.

RECOMMENDATIONS:
Two methods to set the date and time
for the
BASE model are listed below:
GC7_US.indb 33

1) Synchronize with Phone: Pair a
Bluetooth phone to synchronize the
date and time from the phone.
2) Manual: Manually set the date and
time using the Time Setting menu.

Depending on the audio source, several
items from these categories are displayed
in a list.

The setting procedure is the same as
“Engine Oil” setting, but touch the “Tires”
item in step 2.
Maintenance Schedule setting:
The setting procedure is the same as
“Engine Oil” setting, but touch the “Maintenance Schedule” item in step 2.

NOTE

. Touch “Reset” to reset each setting.33
. Touch “Update” to revert to the
default value.
Maintenance reminders can be set.
Engine oil setting: