

Some after treatment-related DTCs can
prevent the vehicle from starting or from
running at full power, which generally
gets our customers’ full attention.
SCR diagnostic trouble codes can be
difficult to diagnose without a
reasonable understanding of the system.

Transmission Oil Cooler Service
This article covers some new guidelines
regarding transmission oil cooler flushing and
replacement.
October 2015 MasterTech – Power Windows,
Powered Probes and Test Lights
This month’s MasterTech touches on tips
regarding usage of powered probes and test
lamps, the advantages and disadvantages of
each and when to use them efficiently.
In the Power Window Highlights lesson, we
cover the control methods and basic
diagnostics for four different systems on two
different vehicles
Recall Procedures and Remanufactured
Parts
In October’s Tech News section, we discuss
recall procedures and why it’s important to
closely follow the procedures as written in
recall documents.
We also discuss the subject of remanufactured
parts and when they should be used.
November 2015 MasterTech – Pentastar V6
Upgrade Highlights and MasterTech Updates
The Pentastar V-6 engine is undergoing a major
upgrade for the 2016 Grand Cherokee and
Dodge Durango.

FCA US LLC

Nov/Dec 2015

The new engine looks quite a bit like the current
Pentastar, but nearly every component is
redesigned and assigned a new part number.
Master Tech reviews the key changes,
including engine stop/start (ESS), that allow the
upgraded Pentastar to produce up to 14% more
torque, with about 6% better fuel economy, and
no added weight.
Also discussed are next month’s coming
changes to the MasterTech Updates.
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Various Vehicle Issues Occurring
After Tint Applied to Winshield
There have been multiple reports from the field
involving customer complaints on 15 WK and Lbody vehicles occurring after the application of
window tinting to the windshield. Complaints
include MIL-on, difficulty starting, vehicles will
not turn off, inoperative horns, turn signals,
interior/exterior lights, etc.
The cause of most of these failures has been
traced to corrosion inside the BCM due fluid
contamination caused by improper application
methods during the windshield tinting process.
The process of applying tinting to the
windshield requires a large amount of cleaning
solution to be sprayed on the interior of the
windshield prior to application of the window
tint foil. A squeegee is then used to remove the
solution between the windshield and the
window tint foil. If proper precautions are not
taken, like placing a towel at the base of the
windshield to catch and absorb the excess fluid,
the excess fluid will drip down between the
instrument panel and the windshield and land
on the BCM. Over time the excess fluid will
enter the BCM and cause corrosion of the
printed circuit board assembly and electrical
components, and, eventually cause symptoms
as described above.

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STAR Center News

No. 88

Various Issues Due to Improper
Latching of PDC Cover After Service
There have been reports of various customer
complaints caused by water intrusion into the
TIPM (Totally Integrated Power Module) on 15
JK and RT models after the TIPM cover was
removed for some related service. The cause of
the water intrusion into the TIPM is the failure
to ensure proper closure and latching of the
TIPM cover after servicing.
Please ensure the TIPM cover is properly
closed and latched if it is necessary to remove
the cover during a service procedure.

Nov/Dec 2015

Other New LOPs
New LOPs:




854110 - Engine Driveability (replaces
854118)
854117 -Driveline/PTU/Transfer Case
Electrical
854120 -Transmission Mechanical

See DealerCONNECT for more information.
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New LOP 85-41-25-02 “No Repair /
Trouble Not Found Diesel Exhaust
Fluid”
You might remember that a few years ago
several new no repair / trouble not found LOPs
were introduced. Those have been expanded to
include an option for diesel exhaust fluid (DEF)
systems. Using this new LOP will report issues
to the Engine Systems quality group. In the past
many of these concerns were being reported as
Powertrain Systems (group 09). This new LOP
option will help FCA further understand what
concerns the customers are reporting to the
dealers. The best way to select the correct LOP
is to make sure your technician’s notes have
details about what vehicle system they
inspected, what they did or did not find, and
what test they performed along with the results
from the test they competed. Keep in mind, the
LOP used on the claim is used to identify which
system was inspected, which is why we want to
make sure you are aware of the additional
reporting area.
----------------------------------------------------------

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STAR Center News

FCA US LLC

No. 88

Nov/Dec 2015

STAR Center
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STAR Center News

FCA US LLC

No. 88

Nov/Dec 2015

STAR Center
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STAR Center News

No. 88

Nov/Dec 2015

Remember, when all else fails, go back to the basics…and by the way, here’s the basics!

SIX-STEP TROUBLESHOOTING PROCEDURE
Step One:






Verify customer complaint
DO NOT attempt repairs without first verifying.
The R.O. must contain all essential information about the complaint.
Unfavorable arbitration and lemon law rulings have resulted due to an unnecessary
number of attempted repairs without verification of problem.
An exception would be when a SB matches an owner complaint exactly.
Never proceed any further if the customer is complaining about a design characteristic
of the vehicle. That must be dealt with carefully.

Step Two:


Determine related symptoms
Check other systems on the vehicle that are or could be affected. Two systems were on
the same circuit on some older models.

Step Three:



Step Four:


Step Five:


Step Six:




FCA US LLC

Analyze the symptoms

What could cause the problem? For example, could it be a wire routing or terminal issue,
not an open or a bad/poor ground?
In this step knowledge, experience and application of training are utilized.
Always ensure the best qualified technician is performing the current repair.
Isolate the trouble
With a water leak, for example, it is vital that all possible sources of leaking are found.
This also pertains to “repairing only the affected areas,” and not over-repairing.
Repair the trouble
Do the repairs as appropriate. Follow the service manual instructions or when
performing a SB, follow it very specifically.
Verify proper operation
This means that if a lengthy test drive is necessary, it must be done.
This is the most important step before the vehicle is returned to the customer.
If this step is omitted, customer satisfaction will be affected due to the customer
returning if the vehicle is not right. This is wasteful of everyone’s time. That affects the
customer, the service advisor, the technician and the service manager.
STAR Center
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STAR Center News

No. 88

Nov/Dec 2015

STAR Center Areas of Responsibility
Engine/Climate control Group
Component Codes 07, 09, 24

-Internal engine components
-Accessory drive system components
-Radiator, Hoses, Cooling system components and sensors
-A/C or heater components or controllers including blower motors

Transmission Group
Component Codes 03, 06, 21

-Manual and Automatic Transmissions
-Clutch systems
-Transfer case
-Drive axles
-Propeller shaft
-Transmission cooler & lines
-Axle assemblies

Driveability/OBDII Group
Component Codes 11, 14, 18, 25

-Engine performance including MIL illumination, OBDII monitors and
C.A.R.B. readiness monitors
-Throttle body, throttle linkage, fuel injectors, and spark plugs
-Exhaust system
-Fuel delivery system, fuel tank, lines and hoses
-Air cleaner assembly
-Cruise control
-Emission controls, Engine controller, sensors and relays related to the fuel system
-Data recording review, Copilot, DRB and STARSCAN software update procedures
-Flashing concerns related to PCM/ECM/TCM.

Body/Chassis Group
Component Codes 02, 05, 10, 13,
17, 19, 22, 23

-ABS and Base brake systems
-Wheels and tires
-Steering
-Suspension and frames
-Sheet metal, Body sealing, glass, sunroof
-Interior components and systems
-Moldings, bumpers, exterior lights and convertible tops
-Paint and metal finish

Audio/Video/Navigation/
Telematics Group
Component Code 8A

-Radio, clocks and entertainment systems

Electrical Group
Component Code 08

-Instrument panel and cluster
-Body wiring and lighting
-Fuel sending units and level reading issues
-Passive restraint systems
-SKIM, Theft alarm, and remote keyless entry concerns
-Alternator, battery, starter, relays
-Body controllers and other modules, except PCM/TCM
-Module flashing concerns related to all modules EXCEPT PCM/ECM/TCM.

STAR News Feedback

FCA US LLC

[email protected]

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STAR Center News

No. 88

Nov/Dec 2015

Contacting STAR for Assistance Tips
Have the Ticket number, tests performed and results with you when calling for assistance.
Concerns that cannot be duplicated
Without being able to duplicate the customer’s concern and gathering certain data, there is
typically very little technical assistance that can be provided. A call to the STAR Center may be a
wasted effort. We recommend the following be performed before calling:
1) Review warranty history
2) Review any previous repair attempts on same complaint
3) Review Quick Hits for similar issues
4) Perform 6 Step Diagnostics
5) Make sure customer process is documented
6) Ask additional questions to the customer
7) Install vehicle data recorder
8) Drive vehicle and try to duplicate
9) Wait for reoccurrence
Diagnostics not performed
Please complete basic diagnostics prior to calling, including the 6 Step Diagnostics. The STAR
center should be utilized for concerns that required high level technical assistance.
Information already available
Please utilize search functions, such as TechConnect and the search feature in Tech Connect
called Quick Hits. You will be asked upon calling the STAR Center if you have completed this
search which provides STAR Online, SB’s, Recalls, RRT’s and Tech Tips (GPOP) along with
service and wiring information.
The caller is not the Tech working on the vehicle
The person working directly on the vehicle should be calling so that proper technical assistance
can be provided. Time is wasted when all details of the issue and work already completed is not
readily available.
Vehicle is not at the dealership
Do not call if the vehicle is not at the dealership. Calling to try and get information prior to seeing
the vehicle or doing a complete diagnosis is a misuse of the STAR Center Agents and extends the
hold time for other technicians requiring assistance.
***Please pass the word to all the Service Technicians at your Dealership. Thank you! ***

FCA US LLC

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STAR Center News

No. 88

Nov/Dec 2015

IVR PHONE SYSTEM OVERVIEW
Beginning September 23, 2010, the STAR Center launched an enhancement to the current IVR
process. The intent of the new process is to improve technician access to STAR. This is
accomplished by requiring a ‘Request for Technical Assistance’ be completed in TechCONNECT
prior to contacting STAR. Requests for assistance will generate Ticket numbers the technician
must then use to call STAR. Please keep in mind that requests made by technicians with training
levels 1 and 2 for that specific problem will only be able to receive an e-mail response to that
specific request. If you call STAR with a ticket number that is not authorized, the IVR will direct
you back to TechCONNECT to review your e-mail response.
Service Managers will be able to call STAR after creating a ticket using their Sid regardless of
training levels.
A few helpful hints to consider when calling in for assistance:


It will be helpful to call from a less noisy location than the shop floor. Try to find a location
where there is less noise or other conversations in the immediate area. We anticipate
that this will improve your calling experience and interaction with the new IVR system.



Ensure that the phone that you are calling from is in good working condition and is free of
excessive static or noise. It is also recommended that you do not use the hand free
option or a headset/amplifier setup when placing you call.



If you know your option, you do not have to wait for the entire message to play before
speaking your choice. You are encouraged to “Barge In” with your selection.

After the initial welcome message, you will be presented with 3 choices:
1. Enter your Technical Assistance ticket number
2. Say “Mopar Accessories”
3. Say “Part or Labor Op Restriction”


If you enter a valid ticket number, your call will be routed to the correct group of the Star
Center.
If you requested “Mopar Accessories”, your call will be transferred to the Mopar
Accessories group.
If you entered “Part of Labor Op Restriction” you will be prompted for:




1. S-ID
2. Vin
3. Part Number
Items to keep in mind:
 Speak your responses in a normal tone of voice. You do not have to yell or place special
emphasis on the numbers or letters. If you have problems speaking the information, you
can use the keypad on your phone to enter it.


The two digit component group is the area in the service manual that you would expect to
find the diagnostic information (e.g., Group 14 is Fuel, Group 8 is Electrical, Group 25 is
Emissions).

*NOTE* If you default to manual input using the key pad, you will need to complete the
remainder of the inputs using the keypad only. The voice recognition software will
assume that you are in a noisy environment and will disregard any additional voice
inputs.

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