NHTSA ID Number: 10235295
Manufacturer Communication Number: 15-304-22R
TSB/Document Date: 2023-05-02
Summary
This Service Information Bulletin has been developed to outline the steps for gathering basic but essential information during diagnosis of Infotainment concerns. (All models with Harman and Denso CP1 Infotainment).
ATTENTION:
GENERAL MANAGER
q
PARTS MANAGER
q
CLAIMS PERSONNEL
q
IMPORTANT - All
Service Personnel
Should Read and
Initial in the boxes
provided, right.
SERVICE MANAGER
q
© 2022 Subaru
of America, Inc. All rights reserved.
SERVICE INFORMATION BULLETIN
APPLICABILITY: Models with Harman and Denso
CP1 Infotainment
SUBJECT:
NUMBER: 15-304-22R
DATE:
10/11/22
Procedure for Techline Infotainment Concern Data REVISED:
Collection and Sharing via TechShare
04/19/23
This bulletin supersedes TSB 15-192-22 “Infotainment Concern Data Collection Guidelines” and
explains the process of using the Infotainment Form for Infotainment cases submission.
INTRODUCTION:
This Service Information Bulletin has been developed to outline the steps for gathering basic but
essential information during diagnosis of Infotainment concerns. The information collected will be
used to escalate potential software or phone side concerns. In some cases, these escalations will lead
to future software releases improving the infotainment system performance.
Anytime a repair is made to the Infotainment system, it must start with a clear understanding of the
concern reported by the customer and the steps to duplicate it. As with any repair, the second step
after understanding the concern is to duplicate it and determine if it is an operating characteristic or
unexpected operation. If the condition reported is an expected operating characteristic, this should
always be demonstrated to the customer to confirm their understanding before releasing the vehicle.
Successful repair of a customer’s Infotainment concern can only be achieved by following a proven
diagnostic strategy as outlined below.
Concern description, Date and Time of duplication, Data log are essential elements for
understanding the customer concern and must be included with all submissions.
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: 15-304-22R; Revised: 04/19/23
Page 1 of 13
Infotainment Concern Diagnostic and Reporting Flow
Various resources are available to help diagnose and repair the Infotainment system: TSBs,
Continued...
Bulletin Number: 15-304-22R; Revised: 04/19/23
Page 2 of 13
TechTIPS, Techline and DSQMs.
Subarunet->Service Operations & Technical -> Forms/Downloads or Subarunet->Service
Operations & Technical -> STIS
SERVICE INFORMATION:
REMINDER: Customer satisfaction and retention starts with performing quality repairs.
•
Always confirm the condition as reported by the customer.
•
Always document the date and time of the last concern duplication and collect the data log.
•
Always attempt to use customer’s setup and equipment for concern duplication. If you can’t
use the customer’s phone make sure the phone you test with is as close a match as possible
by using a phone with the same make, operating system, and carrier version
•
Always document the concern by capturing the steps leading to duplication and when
possible, record a video of concern.
•
Make sure the concern is not due to the setup or the customer’s accessory/phone. As an
example does the condition occur with all phones, all phones of the same type or just the
customer’s phone that are connected in a similar way.
•
Always document Infotainment system software version and accessory details: make, model,
software version.
•
When you replace hardware or perform software update in attempt to repair a concern, please
claim appropriate labor operation. The warranty information in the bulletin is not applicable
in those instances.
•
Always document the date and time of the last concern duplication and collect the data log.
It is IMPORTANT to understand some conditions cannot be resolved in the field solely by parts
replacement. Some of these situations will require a Techline assistance or assistance from the
DSQM. Those are the times, when getting essential data about the concern as well as the diagnostic
performed are the most critical.
If you’d like to request assistance from Techline regarding an infotainment case, please have all
your files and documents and submit an infotainment case online through the TechShare website. If
the vehicle has been in with previous infotainment concerns, please have the previous repair order
information available. If you have any issues with the process or technical issues, please contact
Techline.
Please keep in mind the basic essential information has to be captured to enable assistance as well as
report a concern. Following the steps outlined below should be a good start.
Continued...
Bulletin Number: 15-304-22R; Revised: 04/19/23
Page 3 of 13
STEPS TO GATHER BASIC INFORMATION
ESSENTIAL INFORMATION
1. Obtain a detailed description of the customer concern including steps to duplicate it
A. Multiple concerns must be addressed one by one as each may have a unique cause. Consult
the customer, if you do not clearly understand each reported concern and document each one
separately. Lumping concerns together will delay or prevent review of the reported condition.
B. Describe the condition in detail. What is the customer description for what is happening.
How would you as a technician describe it. Include notes on the features that are not working
but also what is working even when the condition occurs. The table below shows an example
of the detail being requested.
Level of Details
Description Details
Not Acceptable
No Sound/ No Audio
Acceptable
No sound from SXM radio, but there is sound from AM/FM radio. Audio
streaming is working as well.
C. Date/Time: Obtain from the customer the date and time of the last occurrence. The customer
may not remember the time of occurrence clearly. In that case, please confirm with the
customer whether it was morning or evening and the day of the week etc.
D. Data Log: Download Infotainment system Data Log and note the Date/ Time of last
occurrence – see Appendix
REMAINING INFORMATION
2. Confirm whether the concern is duplicated at the time of repair
A. Note the frequency of occurrence. Is it: Constant or continuous (easily duplicated),
Intermittent (happens frequently at least daily but not all the time with a good chance of
duplication), or Random (happens with no set occurrence. Could be weekly or monthly.
Very hard to duplicate.)
3. Obtain the current Software Version the concern has been duplicated with (Clear photo of the
Software Information Screen showing the latest software version is REQUIRED).
NOTE: DO NOT use the coding from this bulletin to submit the claim, if the software update
resolves the concern. In that case please use the labor time codes from the related software
update bulletin to submit the claim.
4. Obtain the Video of condition being duplicated (may be supplied by the Customer if an
intermittent or randomly occurring condition.)
A. Verify the date and time of concern duplication.
5. Obtain the Phone Information (Make/ Model/Operating System Version) as applicable
A. Screen shot of phone software version screen is BEST.
Continued...
Bulletin Number: 15-304-22R; Revised: 04/19/23
Page 4 of 13
6. Obtain SSM Data with DTCs and Related Troubleshooting Results.
A. Always perform diagnosis of current DTCs which may be related. Any electrical concern
may be impacting the operation of the audio/ navigation system and must be resolved
to eliminate it as a possible source of the condition. Conditions like this can be repaired
TODAY.
B. Revise following portal request format
C. Attach troubleshooting results for all Bxxxx and Uxxxx DTCs infotainment specific B/U
codes.
STEPS FOR SUPLYING INFORMATION USING INFOTAINMENT PORTAL
1) Log into TechShare
2) From the left-hand dropdown menu, navigate to Techline
3) Under the Techline Support Phone Number, click “Create Infotainment Case”
4) Select your Retailer from the dropdown menu
Continued...
Bulletin Number: 15-304-22R; Revised: 04/19/23
Page 5 of 13
5) Fill out Infotainment Case Form and submit
6) The technician will receive an email with the Techline case number
IMPORTANT NOTE: Please upload all available attachments to complete portal submissiondata log, video(s), photo(s), SSM data, questionnaire etc. Techline will review the data you
provided and follow up for additional information if required. Please note your inputs can be
helpful in future quality enhancement when provided with sufficient information to SOA. Cases
submitted without enough details cannot not be reviewed by SOA quality team for future product
enhancements.
IMPORTANT CAUTION: Always disconnect the Telematics Data Communication Module (DCM)
BEFORE any swapping of CCU. DCMs must NEVER be swapped or the customer’s services
will not function and DCM replacement may be required as a result which would NOT be a
warrantable repair.
Continued...
Bulletin Number: 15-304-22R; Revised: 04/19/23
Page 6 of 13
WARRANTY / CLAIM INFORMATION:
For vehicles within the Basic New Car Limited Warranty period, this repair may be submitted using
the following claim information: *
Operation Description
Labor Operation # Fail Code Labor Time
HARMAN AUDIO/NAV
•
REPROGRAM AND DOCUMENT SOFTWARE VERSIONS
•
POST-UPDATE CONCERN DUPLICATION
•
INFOTAINMENT PORTAL DATA SUBMISSION
A031-188
ZUX-43
DENSO CP1 AUDIO/NAV
•
REPROGRAM AND DOCUMENT SOFTWARE VERSIONS
•
POST-UPDATE CONCERN DUPLICATION
•
INFOTAINMENT PORTAL DATA SUBMISSION
INFOTAINMENT PORTAL DATA SUBMISSION (ONLY)
2.0
A031-198
A031-180
2.4
ZUY-98
1.0
* Please include Techline Case number in claim notes with “ZUX” or “ZUY” Fail Code.
Please put your best effort to collect and share the data via Infotainment portal, because your inputs
are used for future product performance improvement as long as you have provided sufficient
amount of information.
Do not enter any claims using ZUX as failure code if you:
Installed an exchange or a new CCU, CID, or Head Unit as a repair, unless the condition is still
duplicated following this repair. A NEW video will be required as confirmation.
Swapped components as a repair, unless the condition is still duplicated following this repair. A NEW
video will be required as confirmation.
Installed a software update as a repair, unless the condition is still duplicated following this repair. A
NEW video will be required as confirmation.
Performed any other repair or update, unless the condition is still duplicated following this repair. A
NEW video will be required as confirmation. ZUX are only used when reporting conditions, which
cannot currently be resolved by any other means available.
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: 15-304-22R; Revised: 04/19/23
Page 7 of 13
Appendix
I.
Denso CP1 Data Log Collection process (see TSB 15-285-21 for help to identify the vendor)
II. Harman Head Unit Data Log Collection process (see TSB 15-285-21 for help to identify the
vendor)
III. Data log sharing for analysis
I. CP1 Data Log Collection process
Media:
1. The USB flash drives can be USB 2.0 or 3.0 of recommended 4GB or more storage
capacity. There are various types of USB flash drive available from many suppliers. See
below for some recommendations.
•
Kingston
•
SanDisk
•
Transcend
•
PNY
•
Silicon Power
Continued...
Bulletin Number: 15-304-22R; Revised: 04/19/23
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2. The USB flash drive MUST be reformatted to NTFS before loading any files to it. NTFS
is not the standard format on most USB flash drives.
Note: If there is an issue with transferring the data log from the head unit to the USB
flash drive, please reformat to FAT32 format.
3. Log files are not overly large, 1GB size is sufficient.
4. In case you encounter an error shown below, after accessing USB flash drive from your
PC, consider a recovery steps outlined in this section.
a. Recovery steps
i. Reformat USB Flash drive to NTFS format.
ii. Write any file under 300MB from PC to the USB flash drive, while it is still
inserted in the port.
iii. Properly remove USB flash drive from PC.
iv. Repeat the data log collection.
v. If you are still encountering issues, please use a USB flash drive from another
manufacturer.
Note: In order to optimize data log analysis process as well as to improve accuracy it is
strongly advised to mark the event of duplication. There are couple ways to do it, but the
most common one is pressing the front defroster at least 4 times.
Continued...
Bulletin Number: 15-304-22R; Revised: 04/19/23
Page 9 of 13
We are still relying on collecting the approximate date and time of the event from the
customer, if possible. Please make an effort to obtain this information, if possible.
The data log contains data for approximately last 14 days. For the systems updated to the latest
software version the log size has been expanded for up to 28 days.
Process:
Entering and Exiting Dealership Mode
The infotainment system has a self-check function (Dealership mode) which can be performed
on the screen. The function enables functions including checking the system operation status,
displaying the system status (Diagnostics Recorder), checking system information (Software
Version).
a. Please see below the steps for entering Dealership mode.
b. Select Diagnostics Recorder (Operated to output or delete diagnosis recorder settings and
data. Turns on and off of the diagnosis recorder function.)
Continued...
Bulletin Number: 15-304-22R; Revised: 04/19/23
Page 10 of 13
c. Please stop the recording before you output diagnosis recorder data to a USB.
d. Select Export Data to USB and insert USB Flash drive when prompted.
e. Start exporting. The progress bar would come up and stay until completed.
Continued...
Bulletin Number: 15-304-22R; Revised: 04/19/23
Page 11 of 13
f. Press OK when prompted as shown below
g. Enable data log recording turning on “Begin Recording” (see item c)
h. Exit Dealership mode (see item a)
i. Remove USB Flash and transfer the data.
Note: if you haven’t been able to transfer the data due to the error message or no data stored
on USB drive, please switch USB flash drive using the one confirmed to work prior. Also
confirm you have prepared the media following instructions in “Media” section.
j. It is a good practice to clear CPU’s log buffer, after you have verified the data log transfer
from the USB drive was successful. Following successful data log export clear Recorded
Data (see item c).
CAUTION: NEVER clear the Recorded Data, until you have confirmed the recording has been
captured on the USB and successfully moved to PC for uploading to TechShare.
Continued...
Bulletin Number: 15-304-22R; Revised: 04/19/23
Page 12 of 13
k. Transfer data log folder (CP1CCU_DREC) from USB drive to PC. Do not modify the folder
name or the data inside the folder.
l. Next step is sharing the data log for analysis using Infotainment Portal. See section “III. Data
log sharing for analysis” for additional information.
II. Harman Head Unit Data Log Collection process
Media:
1. The USB flash drives can be USB 2.0 or 3.0 of recommended 4GB or more storage capacity.
2. The USB flash drive MUST be reformatted to FAT 32 format before loading any files to it.
3. Log files are not overly large, 1GB size is sufficient.
Process:
Vehicles collect analytical data that can be downloaded to a USB memory device and sent to
the SBR/Harman for further analysis. Retailer/Dealer needs to follow these steps to download
Data Analytics file from vehicle’s Head Unit:
1. Go to the head unit home screen and connect the USB memory device
2. Press Home Button on Head Unit and press “TUNE/SCROLL” button 6 times. “Dealer
Settings” screen will open.
3. Scroll down to the “Download Analytics Data” option.
4. Press “Download Analytics Data” button to download the Data Analytics file.
5. Wait for the data to be transferred to the USB memory device.
6. Press “OK” button and remove the USB memory device.
Continued...
Bulletin Number: 15-304-22R; Revised: 04/19/23
Page 13 of 13
7. Next step is sharing the data log for analysis using Infotainment Portal or TechShare QMR
attachment (TechShare QMR attachment). See section “III Data log sharing for analysis” for
additional information.
III. Data log sharing for analysis
It is mandatory to properly complete required fields in order to submit your report. Make sure
you include the date of failure duplication, steps to duplicate the failure, system software version.
Video of the failure duplication is always a plus.
The following instructions will explain how to successfully share the data log using TechShare
Infotainment Portal.
Please note in case of Denso CP1 system the data log contains multiple folders. In order to
properly and completely upload the data log, please compress the folder containing the data log to
create .zip folder as shown below. For Harman the data log is already a compressed file, so it is
not necessary to create .zip file.
Attach data log from PC following TechShare directions. Make sure you upload .zip file in case of
Denso CP1 report.
Continued...
Bulletin Number: 15-304-22R; Revised: 04/19/23
Page 14 of 15
It takes under 10 minutes to upload the file depending on its size. Once uploading is completed, the
file is listed among attachments as shown below.
Apply the same steps if uploading multiple files to attach to the case for further analysis.
Additional information to assist with TechShare application usage is available under “User
Documentation” link found in web version as shown below.
Bulletin Number: 15-304-22R; Revised: 04/19/23
Page 15 of 15
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TSB/Document ID: 15-304-22R
Replacement Service Bulletin Number:
MFR Communication Date: 2023-04-19
MFR Internal Campaign ID/Software Version:
Communication Type: Service Bulletin/Repair Instructions
NHTSA Components: EQUIPMENT:ELECTRICAL:INFOTAINMENT
MFR Component System:
MFR Component Subsystem:
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