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.
Condition Occurs:
Current Message in Mobile App
Current Message in CWP
when Repair order
service down.
We are currently unable to access your
service history. Please try again later or
contact your Subaru
retailer’s Service
Department directly.
Subscription
when subscription is
cancelled &
re-subscribed many
times with same VIN, this
error message occurs
and opens the Remote
Services or Subscription
& Services page in CWP.
We’re having trouble retrieving your
subscription. Please try again later. If
The MySubaru CWP does not
you continue having trouble, contact
experience this error type and no
STARLINK Customer Care at
customer messaging necessary.
(855) 753-2495 and reference error code
SUB-10.
Subscription
when card detail
validation fails causing
Aria message.
Your payment information could not
be updated at this time. Please make
sure you have entered your information
correctly and try again.
Your payment information could not
be updated at this time. Please make
sure you have entered your information
correctly and try again.
Subscription
when default error from
area when payment fails
using credit card.
There was a problem submitting your
payment information. Please make
sure you have entered your information
correctly and try again.
There was a problem submitting your
payment information. Please make
sure you have entered your information
correctly and try again.
Subscription
when subscription fails.
STARLINK Subscription cannot be
completed at this time. Please contact
STARLINK Customer Care at
(855) 753-2495 for further assistance.
STARLINK Subscription cannot be
completed at this time. Please contact
STARLINK Customer Care at
(855) 753-2495 for further assistance.
Subscription
when current plan
cancellation is initiated
within 48 hours.
The MySubaru App does not experience
this error type and no customer
messaging necessary.
Please note, we are unable to cancel
individual plans paid with a credit card
within the first 48 hours of enrollment.
Please call STARLINK Customer Care at
(855) 753-2495 if you need assistance.
Subscription
when trying to get AT&T
WiFi state and SXM radio
state on subscriptions
page.
There was an error while retrieving your
current subscription status. Please
check back again later.
There was an error while retrieving
your current subscription status.
Please check back again later.
when AT&T and/or SXM
radio service is down.
We’re having trouble retrieving your
subscription. Please try again later. If
you continue having trouble, contact
STARLINK Customer Care at
(855) 753-2495 and reference
error code SUB-10.
We’re having trouble retrieving your
subscription. Please try again later. If
you continue having trouble, contact
STARLINK Customer Care at
(855) 753-2495 and reference
error code SUB-10.
Unexpected Error
Let’s try that again. An unexpected error
occurred. If the problem continues,
please contact STARLINK Customer
Care at 1 (855) 753-2495 for further
assistance.
Let’s try that again. An unexpected
error occurred. If the problem
continues, please contact STARLINK
Customer Care at (855) 753-2495 for
further assistance.
Vehicle Info
This VIN has already been registered
to an account. Double-check the VIN
to make sure it’s correct. If the VIN
matches and you are the owner of this
vehicle, please contact Subaru Customer
Service or call (800) 782-2783.
This VIN has already been registered
to an account. Double-check the VIN
to make sure it’s correct. If the VIN
matches and you are the owner of
this vehicle, please contact Subaru
Customer Service or call
(800) 782-2783.
Service History
Subscription &
Services
when entered VIN is
already registered in
MySubaru in Add VIN
screen.
We are currently unable to access
your service history. Please try again
later or contact your Subaru retailer’s
Service Department directly.
Continued...
Bulletin Number: 15-282-21R; Revised: 04/21/21
Page 12 of 14
Approved Error Messages
Screen / page
Condition Occurs:
Warrant Page /
Vehicle Info
when Warranty service
is down.
“We are having trouble retrieving
warranty information, please check
again later or try again. Error retrieving
warranty information.”
Error retrieving warranty information.
Warrant Page /
Vehicle Info
when connection fails
while retrieving Vehicle
info page.
The MySubaru App does not experience
this error type and no customer
messaging necessary.
We are currently unable to access your
vehicle information.
Please try again later.
when there is no internet
connection after login
and trying to open
the communication
preferences page.
We are unable to process your request.
Please contact Subaru Customer Service
for support at (800) 782-2783.
We are unable to display
your preferences at this time.
Please try again later.
when unable to save
preferences.
Uh-oh, something went wrong. There
was a problem saving your preferences.
Please try again later. If the problem
continues, please contact STARLINK
Customer Care at (855) 753-2495 for
further assistance.
Uh-oh, something went wrong.
There was a problem saving your
preferences. Please try again later.
If the problem continues, please
contact STARLINK Customer Care at
(855) 753-2495 for further assistance.
Unexpected Error
when enrolment fails.
We are unable to process your
enrollment 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 ESUB-3245.
We are unable to process your
enrollment 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 ESUB-3245.
Unexpected Error
when biometrics fails
due to unavailability of
Telematics services at
that moment.
The system is currently unavailable.
Please try to set up again later.
No customer messaging.
No customer messaging.
An unexpected error occurred, please
try again. If problem continues, please
contact STARLINK Customer Care at
(855) 753-2495 for further assistance.
Unexpected Error
Unexpected Error
Unexpected Error
Current Message in Mobile App
Current Message in CWP
Unexpected Error
while saving the mileage
information.
Uh-oh, something went wrong. There
was a problem saving your mileage.
Please try again later.
No customer messaging.
Unexpected Error
when Owner Verification
service is down while
adding vin/vehicle.
Owner verification is not available at this
time. Please try again later.
Owner verification is not
available at this time.
Please try again later.
Unexpected Error
when trying to retrieve
Authorized User,
Emergency Contact User
information.
“Failed to add/update the authorized
user. Problem while updating the
Emergency Contact. Please check if
the Emergency Contact number already
exists.”
Error retrieving contact information.
when retrieving
maintenance schedules
and service reminders.
We’re currently experiencing server
issues and cannot retrieve your current
maintenance interval at this time. Please
try again later or contact your Subaru
retailer. You will also find maintenance
intervals in your vehicle’s Warranty /
Maintenance booklet.
We’re currently experiencing server
issues and cannot retrieve your
current maintenance interval at this
time. Please try again later or contact
your Subaru retailer. You will also find
maintenance intervals in your vehicle’s
Warranty / Maintenance booklet.
Unexpected Error
Continued...
Bulletin Number: 15-282-21R; Revised: 04/21/21
Page 13 of 14
Approved Error Messages
Screen / page
Condition Occurs:
Current Message in Mobile App
Current Message in CWP
Unexpected Error
when saving the updated Failed to update profile info.
profile information.
Pease try again later.
There was an error updating your
profile.
Unexpected Error
when the app breaks,
this is a general error
message.
Uh-oh, something went wrong. There
was an error trying to fulfill your request.
Please try the request again.
Uh-oh, something went wrong. There
was an error trying to fulfill your
request. Please try the request again.
Unexpected Error
while answering the
password question and
updating the profile.
Unknown error. Please contact Subaru
Support for help.
Unable to update Account.
Unexpected Error
when cancelling the
scheduled appointment.
There was an error while attempting to
cancel your service appointment. Please
try again later. If you continue to receive
this error, contact your Preferred Subaru
retailer to confirm the cancellation.
No customer messaging.
Unexpected Error
“when session expires
while executing the
remote services:
Curfews, Boundary alert
and all remote services.”
Unable to complete your request at this
time.
No customer messaging.
Unexpected Error
when login fails like
password error, zip
code error, vin verify
error, especially, when
connection fails, a
generic message is
generated.
We are experiencing technical difficulties. There was a problem contacting the
Please try again soon.
server. Please try again later.
Unexpected Error
when e-mail
communication, mail
communication and
interest activity fails.
We are currently having trouble retrieving
your preferences. Please try back
again later. If you continue to run into
No customer messaging.
problems, please give us a call at
(800) 782-2783.
Unexpected Error
when failing to
authenticate account
with username and
password because of
invalid maker.
This user could not be added because
this email address was already
authorized to an account in a different
country.
Bulletin Number: 15-282-21R; Revised: 04/21/21
This user could not be added because
this email address was already
authorized to an account in a different
country.
Page 14 of 14
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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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