ATTENTION:
GENERAL MANAGER

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PARTS MANAGER

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CLAIMS PERSONNEL

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IMPORTANT - All
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SERVICE MANAGER

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

SERVICE INFORMATION BULLETIN
APPLICABILITY:

All 2019-21MY Vehicles Equipped with
Gen2 Telematics

SUBJECT:

STARLINK Remote Engine Start (RES)
Diagnostic Information

NUMBER: 15-282-21
DATE:

03/29/21

INTRODUCTION:
This Service Information Bulletin provides additional procedures and a detailed flow chart to use
when diagnosing customer concerns regarding operation of the STARLINK RES feature.
RES is the STARLINK Telematics system’s most used remote service with requests averaging as
many as two million requests per month. With the amount of use this feature is utilized by Subaru
customers, it is also the number one reason they return to the retailer with Telematics concerns.
This document will aid Technicians in the diagnosis and repair of RES concerns. Due to the
complexity of the system, Technicians may need to broaden their view to other systems in the vehicle
to ensure a properly functioning RES feature. The information supplements diagnostic information
found on STIS and TechTIPs. Techline and when necessary, Field Service Engineers (FSEs) are
available to assist with RES functionality and / or clarification of testing procedures.
SERVICE PROCEDURE / INFORMATION:
REMINDER: Customer satisfaction and retention starts with performing quality repairs.
Using RES and RES with Automatic Climate Control on Gasoline Engine (non-Hybrid)
Vehicles:
NOTES:
• When using RES on a vehicle with automatic climate control (a.k.a. Auto A/C), depending
on environmental conditions or air conditioner performance, the interior temperature of the
vehicle may not reach the desired setting.
•

For remote management of the seat heaters, the vehicle must be equipped with a 3-Mode (lowmed-high) seat heater switch.

•

RES will only operate for a total runtime of 20 minutes before the vehicle will shut off and
need a push button start from within the vehicle. (Example: 5 Minutes + 5 Minutes + 10
Minutes = 20 minutes total run 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: 15-282-21; Date: 03/29/21

Page 1 of 14

•

Any interruption of a RES runtime using Remote Engine Stop will start a 5-minute timer
requiring 5 minutes to elapse OR, a manual push button start to occur before another remote
RES request can be made.

•

RES will always change the vehicle’s climate setting when equipped with Auto A/C.

Additional RES Climate Control Information:
•

The default setting for HVAC control post-RES will always be AUTO. The Auto setting
cannot be changed from the MySubaru App or the Customer Web Portal.

•

The only purpose of the “Manual” button on the MySubaru App or Customer Web Portal is to
provide the user more choices for climate customization during RES operation. It does not turn
off the FULL AUTO or AUTO lamps on the HVAC control panel or put HVAC control into a
manual mode.

•

Even if the HVAC controls are in manual mode upon exiting the vehicle (FULL AUTO and
AUTO are not illuminated), using RES with or without climate control modification will return
the HVAC controls to the AUTO mode.

•

In AUTO mode, the AC request signal is controlled automatically by the HVAC control
system’s operating parameters.

•

Any modification to climate settings using the MySubaru App or Customer Web Portal will
become the current HVAC control settings upon the next entry into the vehicle.

Best Practices:
1. Make every effort to verify the RES concern with the customer at vehicle write-up. Observe
the vehicle behavior in question and document it with pictures or videos if necessary to ensure
complete understanding.
a) Most repeat repairs result from failing to fully understand the customer’s concern or a
failure to verify the condition has been successfully addressed post-repair.
b) For any RES concern, at write-up, always make sure the customer’s cell phone number
is confirmed and listed as the primary contact number. Some Repair Order generation
programs use the phone number provided at the time of the vehicle sale which in some
cases, is a home or business phone and not the required cell number for contacting the
customer.
2. Always confirm the person who will be answering the primary contact number has the
MySubaru App loaded on their phone and is entirely familiar with the vehicle’s concern.
a) There are circumstances where someone other than the owner may answer the phone.
Explain the need to verify the repair at write-up in case arrangements are required to be
made ensuring contact with an authorized user of the vehicle’s Telematics system.
3. For customers with limited or unpredictable availability, obtain permission to have someone at the
retailer added as an authorized user to their MySubaru account at write-up. The new Authorized
User will now be able to support the repair efforts.
Continued...
Bulletin Number: 15-282-21; Date: 03/29/21

Page 2 of 14

a) For example: Doctors, Lawyers, and other professionals may not always be able to accept
personal calls during the workday. In these cases, the retailer could request having a trusted
member of their staff added as an authorized user to the customer’s MySubaru account to
enable testing and diagnosis without interrupting the customer.
4. Perform a direct test of the customer’s concern to confirm the condition as reported. For example,
if the customer reported a RES problem, always confirm the concern while attempting the remote
service request.
a) DCM replacements often occur as a result of failed remote services request concerns.
Unfortunately, the only post-replacement repair verification performed in many cases is an
i-Button push. A successful i-Button push DOES NOT guarantee the new DCM’s ability
to perform remote service requests. Pushing the i-Button and connecting with an Operator
ONLY confirms the new DCM can access the voice network. Successful completion of the
remote service being addressed by the DCM replacement MUST be performed to confirm the
repair.
5. As previously stated, the most popular Telematics feature is RES. Always confirm the feature
operates appropriately, especially after a DCM replacement. Not testing the operation of this
service to confirm proper operation may compromise a successful repair. RES looks at many
different vehicle system inputs to complete its function: door locks, door latches, hood latch,
PRG, and the CVT inhibiter switch, to name a few. DCM replacement also requires registration
with the immobilizer system. The only way to confirm a successful immobilizer registration is to
perform a successful remote service request of the RES feature. CRITICAL: Always test and
confirm proper RES operation before releasing the vehicle back to the customer.
6. The final verification of proper remote services function is confirmation of the i-Button operation.
Press the blue i-button and simultaneously observe the Telematics LEDs. Confirm the GREEN
LED is illuminated.
7. IMPORTANT REMINDER: Voice service (an Operator answering after pressing the i-button)
is NOT an indicator of the Telematics system’s ability to perform remote service requests. The
purpose of the i-Button push test is to reach an Operator and confirm VIN and vehicle location
information. Pushing the i-Button and canceling the call once the ring back tone is heard does
NOT validate a fully functioning Telematics system.
Additional Information:
Also contained in this document is a table of Error Messages which may be experienced while using
the MySubaru App or Customer Web Portal. The purpose of this table is to offer what can be done
to move past the error. In some cases, due to an interruption in network connectivity or application
support infrastructure, there is no way to move past those errors until full operational service has been
restored. Other failures due to customer password or account issues instruct the Technician to contact
one of the support centers most prepared to handle the customer concern. Due to corporate security
policies, some circumstances require a certain amount of time to pass before an account can be
unlocked or working through multiple verification steps may be an option. Although these processes
can sometimes be confusing and frustrating, they intend to provide the highest level of security for
the customer.

Continued...
Bulletin Number: 15-282-21; Date: 03/29/21

Page 3 of 14

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.

Continued...
Bulletin Number: 15-282-21; Date: 03/29/21

Page 4 of 14

Flow Chart
1. Using the Subaru Select Monitor, check the following in Data Monitor of Telematics:

If Subscription Status does not equal “Subscribed” and
Remote Engine Starrter Active is not equal to “True”, a
problem exists with the customer’s subscription or level
of subscription. Remote Engine Start Diagnosis using this
flow chart should NOT continue.

Susbscription Status = Subscribed
NO

Any other indication here would indicate not subscribed or problem with subscription.
Remote Engine Starter Active = True
This PID indicates that the subscription provides use of RES
YES

2. Are any DTC current in the following Systems:
Telematics
Keyless Access with Push Button Start
Body Control
Engine Control
Air Conditioning

If current DTCs are found in any ofthese systems, first
investigate and repair the root casue of those DTCs before
continuing to use this flow chart to furtherr diagnose
Remote Engine Start failure.

NO

NO

Signal Strength below 26% can indicate a poor 4G
coverage area. Try moving the vehicle to a different
location outdoors to see if signal strength improves.
Signal Strength must be above 26% to ensure successful
operation of remote services.

3. Using the Subaru Select Monitor, check the following in Data Monitor of Telematics:
NO

Signal Strength > 26%
Is Signal Strength greater than 26%?
YES

4. Before starting the test, it is
assumed the vehicle is parked
in a safe area. The Technician
will need to have MySubaru
APP and Customer Web Portal
access to the vehicle which
may reqire being added as a
delegate by the customer prior
to testing. This testing can be
performed with the customer
HOWEVER, it does involve a
time commitment the customer
should be made aware of prior
to testing.
Technicians must verify the
Green Telematics LED is lit
before starting. If any other
Telematics LED indication,
including no Telematics LEDs
are lit, this would indicate
a problem which must be
addressed first BEFORE starting
RES diagnosis. Use the SSM4
to retrive any Telematics DTCs
and diagnose any current DTCs.
If there are no Telematics
DTCs and the LED is not
GREEN, collect 10 seconds of
Telematics data and contact
Techline for further assistance.

Failures when using the CWP could be caused by:
1. Local Network - connectivity or VPN issue verify by connecting to another site successfully.

YES

Did the MySubaru
CWP provide a
failure message on
RES failure?

2. Local Operating System out of date or not supported make sure a supported operating system is in use.
NO

3. Local Web browser out of date or not supported try using a different web browser.
Refer to the CWP Error Table for possible root causes
or conditions the error messages may be indicating.

NO

5. Make Remote Start

Did the engine
start?

Request From MySubaru
Customer Web Portal.

YES

6. Make a Remote
Start Request From
MySubaru APP.

Did the engine
start?

NO

Did the MySubaru
App provide a
failure message on
RES failure?

YES

RES failure when using the CWP solely without an error message could indicate
incompatibility with the type of Web browser being used, operating system
version, network configuration, VPN, virus/malware protection or network
provider. The CWP could be retested changing these variables one at a time
to aid in determining a root cause. CWP failure with an error message should
provide some hint as to the root cause of the failure, beit local to the machine
used for testing, the internet access provider, the telematics service provider,
the telematics network provider or the vehicle it self reporting it inability to
execute the request.
If RES is working from APP but failing from CWP, vehicle is
operating as expected.
Issue is most likely a result of the aforementioned conditions.

YES

RES failure when using the MySubaru Mobile APP failure could be a result of:
1. Local Network connectivity or VPN issue- verify by connecting to
another site successfully
2. Local Version of Android or IOS out of date or not supported- make
sure a supported version of Andriod or IOS is in use. Supported
versions are noted in the in Google Play and Apple App store.
3. Local Web browser out of date or not supported- try using a
different web browser
Refer to the APP Error Table for possible root cause or conditions which
error messages may be indicating.

7a. When RES is requested, do all of the doors lock and the horn honk before engine fails to start?

If no horn honk was heard, contact Techline for assistance.
Techline will be able to look at telematics system indicators
to determine if there may be an issue with one of the back
end systems preventing RES or indicating why RES is not
functioning

NO

NO

When standing close to the vehicle, the user should be able to hear the doors lock. Successful door
locking is a precondition requirement before RES can occurr. The horn honk is the Telematics system
signalling it has received a remote engine start request. Not hearing a horn honk prior to RES failure
may indicate the request is never getting to the vehicle.
YES

7b. When standing close to the vehicle and looking through the windows at the door lock indicators, are they all
If any door fails to indicate locked including the rear gate, begin
diagnosis of the power door lock system.

indicating the locked position?

NO

Refer to 15-242-19R for aid in diagnosing Telematics.

This can be further tested by first making sure the keys are at least 15 feet away from the vehicle and
trying to open each door including the rear gate (if equipped). Since locked doors are a precondition
requirement for RES to occur, any door not locking would have to be repaired by a retailer visit to
ensure a fully functioning Telematics system.

YES

7c. When standing close to the vehicle and looking through the windows, are all interior lamps currently off?
The doors, rear gate and on some models, the hood must all
be closed for RES to function. Observation of the interior lamp
operation is to determine if there may be a door latch switch
failure and a door is indicated open in error.
Refer to 15-242-19R for aid in diagnosising Telematics.

NO

This is an effort to verify all the doors are fully closed. This can be further verified by opening and
closing each door including the rear gate (if equipped). Then, reconfirm no interior lamps are still
illuminated. Closed doors are a precondition requirement for RES to occur and interior lamps not
responding to any door action may indicate a concern in the door latch indicator system which may
require repair by a retailer visit to ensure a fully functioning Telematics system.
Some models also monitor the hood latch. If the hood is open, RES will fail. Ensure the hood is closed and no
hood latch MIL is illuminated.
YES

Continued...
Bulletin Number: 15-282-21; Date: 03/29/21

Page 5 of 14

Flow Chart (continued)
YES

7c. When standing close to the vehicle and looking through the windows, are all interior lamps currently off?
The doors, rear gate and on some models, the hood must all
be closed for RES to function. Observation of the interior lamp
operation is to determine if there may be a door latch switch
failure and a door is indicated open in error.

NO

Refer to 15-242-19R for aid in diagnosising Telematics.

This is an effort to verify all the doors are fully closed. This can be further verified by opening and
closing each door including the rear gate (if equipped). Then, reconfirm no interior lamps are still
illuminated. Closed doors are a precondition requirement for RES to occur and interior lamps not
responding to any door action may indicate a concern in the door latch indicator system which may
require repair by a retailer visit to ensure a fully functioning Telematics system.
Some models also monitor the hood latch. If the hood is open, RES will fail. Ensure the hood is closed and no
hood latch MIL is illuminated.

YES

7d. Open the door, sit in driver’s seat and depress brake pedal.

Observe LED on Push Button Start: IS THE LED

ILLUMINATED GREEN?

The Push Button Start system must be functioning as intended
for RES to function. Refer to: STIS > KEYLESS ACCESS
WITH PUSH BUTTON START(DIAGNOSTICS) > Diagnostics
with Phenomenon for help in determining the root cause.
If necessary, contact your FSE or Techline for further assistance.

NO

This is an effort to verify the Push Button Start system is functioning as intended. An ORANGE
LED or NO LED would indicate a malfunction in one of the systems supporting engine starting even
though the engine may start normally when using the Push Button Start but not start when using
RES.
Always confirm the Push Button Start LED is Green or flashing Green before proceeding.

YES

7e. Open the driver’s door and switch the ignition ON.