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
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SERVICE MANAGER

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© 2020 Subaru of America, Inc. All rights reserved.

SERVICE INFORMATION BULLETIN
APPLICABILITY:

All 2019-22MY Vehicles with Gen 2 Telematics

SUBJECT: Telematics Function and Operation Testing
Information

NUMBER: 15-266-20R
DATE: 07/16/20
REVISED: 11/02/21

INTRODUCTION:
This Service Information Bulletin provides helpful procedures and best practices to utilize when
customers present with concerns relating to the operation of their Gen 2 Telematics system equipped
Subaru. The Gen 2 system was incorporated beginning in the 2019MY as shown in reference table
below.
Carline

MY 2016

MY 2017

MY 2018

MY 2019

MY 2020

MY 2021

MY 2022

Ascent

NA

NA

NA

Gen2

Gen2

Gen 2

Gen 2

Gen1

Gen1

Gen1

Gen2

Gen2

Gen 2

Gen 2

Crosstrek

NA

NA

NA

Gen2

Gen2

Gen 2

Gen 2

Forester

Gen1

Gen1

Gen1

Gen2

Gen2

Gen 2

Gen 2

Impreza

Gen1

Gen1

Gen1

Gen2

Gen2

Gen 2

Gen 2

Legacy

Gen1

Gen1

Gen1

Gen1

Gen2

Gen 2

Gen 2

Outback

Crosstrek Hybrid

Gen1

Gen1

Gen1

Gen1

Gen2

Gen 2

Gen 2

WRX

NA

Gen1

Gen1

Gen1

Gen1

Gen 1

Gen 2

BRZ

NA

NA

NA

NA

NA

n/a

Gen 2

SERVICE PROCEDURE:
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.

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: 15-266-20R; Revised: 11/02/21

Page 1 of 6

Any time a repair to the Telematics system is performed, proper operation of remote services
must be verified to confirm a sound repair. A post-repair press of the SOS or i-Button will NOT
thoroughly test or validate proper operation of the Telematics system. It is CRITICAL to verify the
proper operation of the service. Even if the DCM has been removed from the vehicle for head unit
replacement / exchange, upon reinstallation of the DCM, Telematics system operation must always
be verified. This requirement is necessary to confirm the Telematics system’s functionality which
is required for the Advanced Automatic Collision Notification (AACN) feature to operate properly
should the need arise. Additionally, this step will help ensure a successful “Fixed Right First Time”
repair and have a positive effect on customer satisfaction.
Best Practices:
1. Always make every effort to verify the concern with the customer at the time of vehicle write up.
Witness the behaviors the customer feels are in question and document it with pictures or video if
necessary to insure a complete understanding.
a. Most repeat repairs are a result of failing to fully understand the customer’s concern or, a
failure to verify the condition has been successfully addressed post-repair.
b. For any Telematics 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 given at the time of the vehicle sale, which in some cases is a home or
business phone and not the required cell number.
2. Always ensure the person answering the primary contact number has the MySubaru App loaded
on their phone and is completely familiar 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 ensure contact
with an authorized user of the vehicle’s Telematics system.
3. For customers whose availability is limited or unpredictable, 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 locally.
a. Doctors, Lawyers, and other professions may not be able to accept personal calls. 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 so testing and diagnosis can be performed without
interrupting the customer.
4. Perform a direct test of the customer concern to confirm the condition as reported. For example,
if a problem with remote door lock / unlock operation was reported by the customer, always make
sure the concern is verified when attempting the corresponding remote service request.
a. DCM replacements often occur for 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 confirms the new
DCM can access the voice network ONLY. A successfully completed test of the remote
service being addressed by the DCM replacement MUST be completed to confirm the repair.

Continued...
Bulletin Number: 15-266-20R; Revised: 11/02/21

Page 2 of 6

5. The most popular Telematics feature is remote engine start (RES). It is always a good practice to
confirm the feature operates properly, especially after a DCM replacement.
a. RES is also the most frequent Telematics system customer concern. Not testing the operation
of this service to confirm proper operation may compromise a successful repair. RES
looks at many different 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. The only way to confirm successful immobilizer
registration is to perform a remote service request of the RES and have it complete as
expected. It is CRITICAL to always test and confirm proper RES operation.
6. The final verification of proper remote services function is confirmation of the i-Button operation.
Press the i-button and simultaneously observe the Telematics LEDs and confirm the green LED is
illuminated.
7. IMPORTANT REMINDERS: 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 indicate a fully functioning Telematics system.
Subscription Verification and Operation:
The first step to any repair is knowing what the expected behavior of a vehicle should be. Whenever
a Technician enters a vehicle, one of the first things after ignition start should be to observe the
Telematics LED operation, even if the vehicle does not have a reported Telematics concern.
Understanding what the LEDs indicate is the key to a successful repair.
•

Both LEDs OFF, IGNITION ON – The Telematics has been comm checked and is ready
to subscribe but, may have a power / ground issue, back up battery (BUB) not installed or a
swapped DCM.

•

Green LED ON, Ignition ON – Identifies a subscribed and working as expected Telematics
system.

•

Red LED ON, Ignition ON – A current system fault is present requiring further investigation.

•

Both LEDs ON, Ignition ON – A communication, or provisioning fault is present requiring
further investigation.

•

Blinking Green LED, Ignition ON - The vehicle has communication in progress.

NOTES:
• It is possible for the Green LED to stay illuminated for up to five minutes after switching the
ignition off and moving the key away from the vehicle.
•

The DCM can continue communication for up to fifteen minutes after ignition off and key away
from the vehicle. This behavior can complicate parasitic draw testing, and technicians should
refer to the May 2020 TechTIPs for more information on how to disqualify the DCM as a root
cause of parasitic draw.

Continued...
Bulletin Number: 15-266-20R; Revised: 11/02/21

Page 3 of 6

Repairs requiring Telematics Operation Verification:
It is required to perform tests of the i-Button AND remote service operation any time one of the
following occurs:
1. The DCM is replaced as the root cause of customer concern.
2. The DCM is removed and reinstalled due to another repair, e.g. a head unit replacement /
exchange.
3. After Sharkfin Antenna replacement or removal / reinstallation
4. After Antenna Cable replacement or removal / reinstallation
5. Whenever a Technician performs a DCM software reflash as part of a service campaign, recall, or
as directed by a Technical Service Bulletin (TSB)
6. Whenever a Technician resolves a concern with the Telematics system which prevented expected
operation but did not involve a Telematics component replacement. Examples: a wiring repair or,
an Error 202 or 204 which may require Techline support and subsequent tickets with the SOA IT
department to resolve. NOTE: Telematics operation verification must still take place despite the
lack of a part(s) replacement or component removal / reinstallation.
Methods of Telematics Operation Verification:
Whenever possible, always verify the customer’s concern with the customer at vehicle write up
before attempting any repairs.
If the customer is waiting, and their repairs are complete, engage the customer and request they
perform several tests by requesting remote service operation. If the customer subscribes to
STARLINK Security Plus, make sure to test the Remote Engine Start feature and witness its
successful completion. If the customer subscription plan is STARLINK Safety Plus, there are
no remote services to check and verification would be to test the i-Button operation which can be
performed without contacting the customer for assistance.
If the customer is not going to stay at the retailer or was a night drop off, there are multiple ways to
verify proper Telematics system operation. The absence of the customer does provide an exception
for duplicating the customer’s concern before beginning any diagnosis or repair.
Some customers can be difficult to reach depending on their work schedule and other obligations. It
may not be a realistic expectation for them to be easily accessible by phone to perform or assist with
testing / confirming remote services operation.
Another possibility for remote service operation testing is to gain local access to the vehicle by
having the customer add a trusted individual at the retailer as a delegate on their MySubaru Account.
The method to perform this operation detailed in the Technical Support Guide for Subaru Gen1 and
Gen 2 Telematics Systems and can be complicated to complete for some. This process also involves
the customer providing their PIN to the trusted individual they have agreed to have as their delegate.
A preferred security measure is for customers to change their PIN to a temporary value like 1234
or similar while the retailer has control of their remote services. Once the repairs are complete, the
customer removes the retailer delegate then changes their PIN back to the previous or desired pin to
ensure security of their remote services. The MySubaru delegate method is best suited for Telematics
concerns involving frequent test attempts or customers having zero availability to perform remote
service requests.

Continued...
Bulletin Number: 15-266-20R; Revised: 11/02/21

Page 4 of 6

Although these methods have been available since Gen 2 Telematics was launched, there is strong
evidence to suggest neither are taking place often enough in the field to ensure quality Telematics
repairs. An agreement has been reached with the STARLINK Call Center to aid with remote service
testing. Details of how testing should take place are outlined below but, these 3 basic guidelines must
ALWAYS be followed:
1. The remote service request test procedure will only work on a Gen2 equipped vehicle subscribed
to STARLINK Security Plus.
2. Only use the i- button to perform the voice, VIN and location test.
3. Technicians can request VIN, Vehicle Location and Remote Door Unlock for testing purposes
ONLY.
Process for Performing the Remote Service Operational Test:
NOTE: Before beginning, always confirm Gen2 Subscription to STARLINK Security Plus with the
customer or a STARLINK Call Center Operator.
1. If necessary, connect the Subaru Midtronics DCA-8000 Dynamic Diagnostic Charging System or
the Subaru Midtronics GR8-100 Diagnostic Battery Charger and utilize the Power Supply Mode
feature to supply a stable 13.5 volts.
2. Confirm all electrical accessories, headlamps, and HVAC are in the off position.
3. Vehicle in Park with parking brake set (EPB on).
4. Ignition is switched to ON with engine OFF.
5. All doors (and rear gate) must be closed and locked.
6. Push the i-Button. When the Operator connects:
a. The Technician identifies themselves as working at Subaru Retailer XXyyZZ, and currently
testing the Telematics system.
b. Request the Operator confirm the last 8 characters of the VIN and location of the vehicle.
c. Request a Remote Door Unlock command be sent to the vehicle.
7. If the VIN, Vehicle Location and Remote Door Unlock request are successful, the Telematics
system is fully operational.
NOTE: Remote Engine Start operation requires additional vehicle system input for the feature to
perform as expected. (See section 5a above for more information.) If the customer’s concern is
focused on a RES failure, testing and successful operation this feature MUST take place with the
customer before releasing the vehicle.
8. If VIN, Location, and Remote Door Unlock testing are unsuccessful, continue diagnosing the
system using all available resources such as: STIS, TSBs, TechTIPS, FSE contact, and Techline
support.

Continued...
Bulletin Number: 15-266-20R; Revised: 11/02/21

Page 5 of 6

This testing procedure confirms the minimum functionality for operation of the Telematics system
before releasing the vehicle to the customer. It does not replace customer concern specific testing to
verify the expected behavior. For RES, operation must be confirmed by completing a Remote Engine
Start request.
IMPORTANT NOTE: For Vehicles subscribed to STARLINK Safety Plus, there are no remote
services to test with this level of service. This subscription level does include capability to test
i-Button operation enabling Technicians to confirm the STARLINK call center receives VIN and
vehicle location information.
Process for performing i-Button Operational Test:
NOTE: Before beginning, always confirm the vehicle is at least subscribed to STARLINK Safety
Plus (or higher) with either the customer or a STARLINK Call Center Operator.
1. If necessary, connect the Subaru Midtronics DCA-8000 Dynamic Diagnostic Charging System or
the Subaru Midtronics GR8-100 Diagnostic Battery Charger and utilize the Power Supply Mode
feature to supply a stable 13.5 volts.
2. Confirm all electrical accessories, headlamps, and HVAC are in the off position.
3. Vehicle in Park with parking brake set (EPB on).
4. Ignition is switched to ON with engine OFF.
5. All doors (and rear gate) are closed and locked.
6. Push the i-Button.
7. When the Operator connects
a. The Technician identifies themselves as working at Subaru Retailer XXyyZZ, and currently
testing the Telematics system.
b. Request the Operator identify the last 8 of the VIN and location of the vehicle.
8. If the VIN and Location requests are successful, the Telematics is fully operational. If VIN and
Location requests are unsuccessful, continue diagnosing the Telematics system using all available
resources such as STIS, TSBs, TechTIPS, FSE contact, and Techline support.
Both these testing procedures are provided to ensure a Fixed Right First Time repair and a fully
operating Telematics system capable of an AACN should operation of this very important safety
feature be necessary.

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.

Bulletin Number: 15-266-20R; Revised: 11/02/21

Page 6 of 6