NHTSA ID Number: 10191591
Manufacturer Communication Number: 15-282-21R
TSB/Document Date: 2021-05-04
Summary
This bulletin provides additional procedures and a detailed flow chart to use when diagnosing customer concerns regarding operation of the STARLINK RES feature.
7e. Open the driver’s door and switch the ignition ON.
Is the low fuel lamp on or the fuel indicator needle indicate “E”?
Refuel vehicle. Make a
Remote
Start Request
from the MySubaru APP
YES
RES has specific operational criteria which must be met and cannot be exceeded or interrupted.
One of those requirements is the fuel level be above a specific minimum so the vehicle will not run
out of fuel if the maximum runtime is exercised when using RES. After refueling the vehicle, the
ignition must be cycled at least once and must be driven at least .5 miles before attempting another
remote engine start.
Did the engine
start?
NO
NO
YES
7f. Is this the second, third or fourth RES attempt? Meaning, did the user successfully perform a remote engine start
and subsequent RES attempts are failing?
Telematics Performing
as Expected
YES
RES has specific operational criteria which must be met and cannot be exceeded or interrupted. If
the first start was successful, the customer may be experiencing one of the engineered operational
criteria which is a planned behavior of the RES system. The following questions will explore that
possibility.
NO
7g. Did the engine start on the first use of RES?
Did the engine
run the first time
for LESS THAN 20
minutes?
YES
Runtime
< 20 min
Remote engine start has specific operational criteria which must be met and cannot be exceeded
or interrupted. If the first start was successful, the customer may be experiencing one of the
engineered operational criteria which is a planned behavior of RES. Maximum run time is 20 minutes
in any combination of runs, then the ignition must be cycled prior to performing any additional RES
attempts.
YES
Runtime
>20 min
Did the engine run
the first time for
MAXIMUM time of
20 minutes?
NO
YES
NO
7h. Did the user interrupt the first RES request by using Remote engine off on the MySubaru App or entering the vehicle
and using the ignition OFF button?
NO
RES has specific operational criteria which must be met and cannot be exceeded or interrupted. If
the first start was successful, the customer may be experiencing one of the engineered operational
criteria which is a planned behavior of RES. If a RES cycle is manually interrupted by using the Push
Button Start button, the next RES attempt cannot be made until at least 5 minutes have elapsed.
YES
8. Cycle the ignition. Make a Remote
Start Request from the MySubaru APP.
NO
9. Contact Techline with 10 sec of
Telematics Data all PIDs.
Bulletin Number: 15-282-21R; Revised: 04/21/21
Did the engine
start?
YES
Telematics Performing as Expected
Continued...
Page 6 of 14
Approved Error Messages
Screen / page
Condition Occurs:
Current Message in Mobile App
Current Message in CWP
We are experiencing issues and cannot
retrieve your current maintenance
interval. Please try again later or
contact your Subaru retailer’s Service
Department. You will also find
maintenance intervals in your vehicle’s
Warranty / Maintenance booklet.
We are experiencing issues and cannot
retrieve your current maintenance
interval. Please try again later or
contact your Subaru retailer’s Service
Department. You will also find
maintenance intervals in your vehicle’s
Warranty / Maintenance booklet.
when connection
fails while saving an
authorized user.
We are unable to create your Authorized
User at this time. Please try again later.
If you continue to encounter this error
please contact STARLINK Customer Care
at (855) 753-2495 and reference error
code AUC-3245.
We are unable to create your
Authorized User at this time. Please
try again later. If you continue to
encounter this error please contact
STARLINK Customer Care at
(855) 753-2495 and reference error
code AUC-3245.
when connection fails
while updating an
authorized user.
We are unable to update your Authorized
User at this time. Please try again later.
If you continue to encounter this error
please contact STARLINK Customer Care
at (855) 753-2495 and reference error
code AUU-3245.
We are unable to update your
Authorized User at this time. Please
try again later. If you continue to
encounter this error please contact
STARLINK Customer Care at
(855) 753-2495 and reference error
code AUU-3245.
Authorized user
when connection
fails while deleting an
authorized user.
We are unable to delete your Authorized
User at this time. Please try again later.
If you continue to encounter this error
please contact STARLINK Customer Care
at (855) 753-2495 and reference error
code AUD-3245.
We are unable to delete your Authorized
User at this time. Please try again later.
If you continue to encounter this error
please contact STARLINK Customer
Care at (855) 753-2495 and reference
error code AUD-3245.
Authorized user
when trying to add
authorized user with
existing email address.
An authorized user with this email
address already exists.
An authorized user with this email
address already exists.
Authorized user
when trying to add
already authorized user
again.
This user could not be added because
this email is already authorized. Please
check your current list of authorized
users.
This user could not be added because
this email is already authorized. Please
check your current list of authorized
users.
Authorized user
when we use the same
email id as primary user.
You’ve already entered this email
address for your Primary User. Please
enter a different email for each
Authorized User.
You’ve already entered this email
address for your Primary User. Please
enter a different email for each
Authorized User.
Authorized user
when connection
fails while saving an
authorized user.
We had a problem setting up your
authorized user. Please try again.
We had a problem setting
up your authorized user.
Please try again.
Authorized user
while deleting the
authorized user.
Failed to delete the authorized user.
Error while deleting authorized user.
Authorized user
while adding/updating
the authorized user
Something went wrong and we could not Something went wrong and we could
save your authorized user.
not save your authorized user.
Please try again.
Please try again.
when receiving error
code from Autoloop /
X-Time service.
We are currently experiencing some
issues and cannot update your mileage
at this time. Please contact customer
service at (800) 782-2783 to resolve this
issue.
when unable to retrieve
apiNextServiceError Next service information
when service is down.
Authorized user
Authorized user
Auto loop/ X-Time
The MySubaru CWP does not
experience this error type and no
customer messaging is necessary.
Continued...
Bulletin Number: 15-282-21R; Revised: 04/21/21
Page 7 of 14
Approved Error Messages
Screen / page
Condition Occurs:
Current Message in Mobile App
Current Message in CWP
Auto loop/ X-Time
when receiving error
code from Autoloop /
X-Time service.
We are unable to update your
maintenance interval at this time. Please
try again later. Contact your Subaru
Retailer if this problem continues.
The MySubaru CWP does not
experience this error type and no
customer messaging is necessary.
Autoloop / X-time
when preferred retailer
is an Autoloop / Xtime
dealer and mileage can
not be retrieved.
Services are currently unavailable and
your mileage could not be retrieved.
The issue should be resolved shortly.
Services are currently unavailable and
your mileage could not be retrieved.
The issue should be resolved shortly.
Autoloop / X-time
MySubaru is currently unable to connect
with your Subaru Retailer. Please contact
[Retailer Name] at [Retailer Phone] for
when preferred retailer is
your current maintenance interval and
not CareConnect retailer.
maintenance schedule. You will also find
maintenance intervals in your vehicle’s
Warranty / Maintenance booklet.
Autoloop / X-time
when unable to retrieve
maintenance intervals.
Services are currently unavailable and
your maintenance type could not be
updated. The issue should be resolved
shortly.
Services are currently unavailable and
your maintenance type could not be
updated. The issue should be resolved
shortly.
when Autoloop / X-time
services are down.
We are currently experiencing some
issues and cannot update your
maintenance type at this time. Please
contact customer service at
(800) 782-2783 to resolve this issue.
We are currently experiencing some
issues and cannot update your
maintenance type at this time. Please
contact customer service at
(800) 782-2783 to resolve this issue.
Credit Card
when payment fails with
Credit Card.
There was a problem processing the
credit card payment. Please verify
the billing address and credit card
information is correct and try again. If
you continue to experience this issue,
please contact STARLINK Customer Care
at (855) 753-2495.
There was a problem processing the
credit card payment. Please verify
the billing address and credit card
information is correct and try again. If
you continue to experience this issue,
please contact STARLINK Customer
Care at (855) 753-2495.
Credit Card
We are unable to cancel your
when Cancel subscription subscription at this time. Please try
fails and when we will
again later. If you continue to encounter
have to show the refund this error please contact STARLINK
amount.
Customer Care at (855) 753-2495 and
reference error code CSUB-3245.
Credit Card
There was a problem confirming the CVV
code for the credit card entered. Please
verify the CVV is correct and try again.
If you continue to experience this issue,
please contact STARLINK Customer Care
at (855) 753-2495.
Autoloop / X-time
when CVV of credit card
fails.
MySubaru is currently unable to
connect with your Subaru Retailer.
Please contact [Retailer Name] at
[Retailer Phone] for your current
maintenance interval and maintenance
schedule. You will also find
maintenance intervals in your vehicle’s
Warranty / Maintenance booklet.
We are unable to cancel your
subscription at this time. Please
try again later. If you continue to
encounter this error please contact
STARLINK Customer Care at
(855) 753-2495 and reference error
code CSUB-3245.
There was a problem confirming the
CVV code for the credit card entered.
Please verify the CVV is correct and try
again. If you continue to experience
this issue, please contact STARLINK
Customer Care at (855) 753-2495.
Continued...
Bulletin Number: 15-282-21R; Revised: 04/21/21
Page 8 of 14
Approved Error Messages
Screen / page
Condition Occurs:
Current Message in Mobile App
Current Message in CWP
Credit Card
because of as a result of
credit card entry.
We are attempting to refund to the credit
card we have on file. If that card is no
longer valid, a check for the refunded
amount will be mailed to the billing
address associated with the credit card
used at the time of purchase. If you do
not receive your check within 2-4 weeks
please contact STARLINK Customer Care
at (855) 753-2495.
We are attempting to refund to the
credit card we have on file. If that
card is no longer valid, a check for
the refunded amount will be mailed
to the billing address associated with
the credit card used at the time of
purchase. If you do not receive your
check within 2-4 weeks please contact
STARLINK Customer Care at
(855) 753-2495.
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TSB/Document ID: 15-282-21R
Replacement Service Bulletin Number:
MFR Communication Date: 2021-04-21
MFR Internal Campaign ID/Software Version:
Communication Type: Service Bulletin/Repair Instructions
NHTSA Components: ELECTRICAL SYSTEM
MFR Component System:
MFR Component Subsystem:
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