ATTENTION:
GENERAL MANAGER

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PARTS MANAGER

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

SERVICE BULLETIN
APPLICABILITY:
SUBJECT:

All Models with Gen 1 and Gen 2 Telematics

NUMBER: 15-286-21R

Telematics Diagnostic Strategy

DATE:
REVISED:

08/26/21
09/16/21

This Service Information Bulletin provides a procedure for Technicians to utilize when diagnosing
customer concerns involving Gen 1 and Gen 2 Telematics. A guaranteed successful repair can only
be achieved by following a proven diagnostic strategy. The information here, along with the use of
the flow chart below, is intended to be a valuable Technician aid providing the most efficient path to a
successful Telematics system repair.
Technicians must remember, not all Telematics unexpected behaviors can be repaired in the field.
Some conditions may require contact with Techline to facilitate the repair. Becoming stuck in a loop
on the flow chart or experiencing a condition not detailed on the flow chart is an indication Techline
should be consulted.
The details below each heading below are supplied to provide supplemental information for each of
the actions outlined in the flow chart.
1. Verify the Customer’s Concern:
a. It is crucial to ALWAYS verify the customer concern.
b. If the customer concern cannot be duplicated, it may be caused by inadequate network
coverage. Ask additional questions about the locations where the customer experienced the
condition.
c. Repeating the concern using the customer’s phone, an alternate phone, and the MySubaru
Customer Web Portal is essential to prevent unnecessary lost time chasing an issue related to
the customer’s equipment.
2. Perform Preliminary Checks:
a. Verify the Telematics LED is GREEN.
b. Verify the customer’s account status by contacting the STARLINK Call Center from the
vehicle.
c. Push the blue iButton and record if a test call completes successfully with the Operator
indicating the VIN and vehicle’s location.
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: 15-286-21R; Revised: 09/16/21

Page 1 of 5

3. Perform Functional Check of all Telematics Systems:
a. Understanding the current status of the Telematics system is essential because, if more than
one service is impacted, it could indicate a more complex problem than just the customer’s
observed concern.
b. Test as many remote services as possible. Examples are remote horn honk, lock/unlock,
vehicle locate, remote engine start, and remote climate control where applicable.

4. Check for Applicable TSBs and / or TechTIPs:
a. Technicians have access to the latest information to streamline Telematics Repairs through
STIS. Always review that information before attempting any repair.

5.1- Stored DTCs:
a. If the Telematics LED is RED, DTCs are current.
b. Inspection for Telematics DTCs should be performed whenever there is a customer Telematics
concern.
c. Check all other control units on the vehicle for DTCs to determine if there may be a related
system failure or a concern with the CAN.

5.2- Symptom(s) Confirmed but NO DTCs:
a. Follow the Diagnostic with Phenomenon Table in the applicable Service Manual on STIS or
any applicable TSB / TechTIPs.

5.3- No Published Diagnostics:
a. Perform steps 1,2,3, and 4. Gather related results, vehicle history, and all information
available on the customer’s concerns both current and past then proceed with contacting
Techline for assistance.

5.4- Intermittent unexpected behavior:
a. There are times when a customer’s concern may only happen under specific conditions and
is difficult to reproduce at the retailer. When in doubt about the correct diagnostic process
regarding an observed behavior, perform steps 1,2,3, and 4. Gather related results, vehicle
history and all information available on the customer’s concerns both current and past then
proceed with contacting Techline for assistance.

Continued...
Bulletin Number: 15-286-21R; Revised: 09/16/21

Page 2 of 5

5.5- Operating as Expected:
a. Customer misunderstands system operation:
i. While verifying the concern with the customer, if it is discovered the customer is not using
the system as intended, they should be shown in the Owner’s Manual the explanation of
the expected operation.
ii. If the customer requires more support, recommend they contact the Customer Advocacy
Team.

b. Condition Confirmed or Questionable:
i. There are times when a behavior can be confirmed across multiple vehicles of a carline
(characteristic functionality) but, it is not the same behavior as in previous model years
or perhaps other carlines. When there is a question if the system behavior may be an
undesirable characteristic, the Technician can contact Techline. It is essential to submit a
QMR and URFCA to ensure the Quality Assurance Team is made aware of this observed
behavior.

6: Re-Examine the Customer Concern:
a. If the root cause of the customer’s concern has not been determined at this point in the
Telematics Strategy Flow chart, the Technician should start from the beginning to ensure
nothing was missed that would help with diagnosis / repair.
b. If there is any doubt following the diagnostic steps, gather all details and contact Techline.

7: Repair and Confirm System Operation:
a. Once the root cause has been identified, make necessary repairs.
b. Proper Telematics system operation MUST be verified after any repair attempt.
c. Technicians should NEVER release a vehicle back to the customer if the Telematics system
is not fully operational and functioning as expected. Both voice and data related functionality
MUST be confirmed in every case.
VERY IMPORTANT: Any Technician or other retailer personnel who, despite service
documentation and training to the contrary, performs a DCM swap on a subscribed vehicle should
NEVER release that vehicle back to the customer until after confirming the proper operation of
the Telematics system. If the issue is first discovered only after the vehicle has been released to the
customer, then the retailer MUST contact the customer immediately to inform the customer the ACN/
AACN feature may not be functioning properly, and that the vehicle must be returned for inspection
as soon as possible.

Continued...
Bulletin Number: 15-286-21R; Revised: 09/16/21

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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: 15-286-21R; Revised: 09/16/21

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1. Verify the Customer's Concern.

2. Perform Preliminary System Checks.

3. Perform Functional Check of all
Telematics Features.

4. Check for Any Applicable TSBs and /
or TechTIPs.

5.1- STORED DTCs:
Follow published DTC
Diagnostics.

5.2- Symptom(s)
Confirmed but NO
DTCs:
Follow published
Diagnostics with
Phenomenon.

5.3- No Published
Diagnostics:

5.4- Symptom(s) Is
Intermittent:

Analyze and develop
Diagnostic Method or
contact Techline.

See Diagnostic
Procedure to develop
Testing Method
for confirming the
concern or contact
Techline.

5.5 System Operating as Expected:
1. Customer Misunderstands system operation: Refer Customer to
Owner's Manual or to Customer Advocacy Department.
2. Condition confirmed: Contact Techline and complete QMR or
URFCA.

Root Cause Isolated?

NO

6. Re-Examine for the
Customer's Concern

YES

7. Repair and Verify Operation

Bulletin Number: 15-286-21R; Revised: 09/16/21

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