NHTSA ID Number: 10235301
Manufacturer Communication Number: 15-309-23
TSB/Document Date: 2023-05-02
Summary
This Bulletin has been developed to outline the steps for gathering basic but essential information during diagnosis of Infotainment concerns.
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
© 2023 Subaru
of America, Inc. All rights reserved.
SERVICE INFORMATION BULLETIN
APPLICABILITY:
Models with Solterra Infotainment
NUMBER: 15-309-23
SUBJECT:
Procedure for Infotainment Concern Data
Collection and Sharing via TechShare for
Solterra Head Unit
DATE:
04/24/23
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 covered by this procedure.
Concern description, Date and Time of duplication, Data log are essential elements for
understanding the customer concern and must be included with all submissions.
Various resources are available to help diagnose and repair the Infotainment system: TSBs,
TechTIPS, Techline and DSQMs.
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: 15-309-23; Date: 04/24/23
Page 1 of 15
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.
•
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.
Continued...
Bulletin Number: 15-309-23; Date: 04/24/23
Page 2 of 15
Subarunet->Service Operations & Technical -> Forms/Downloads or Subarunet->Service
Operations & Technical -> STIS
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.
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 Applicable
No Sound/No Audio
Acceptable
No sound from SXM radio, but there is sound from AM/FM
radio. Ausio streaming is working well.
Continued...
Bulletin Number: 15-309-23; Date: 04/24/23
Page 3 of 15
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).
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.
6. Review Problem Symptoms Table linked in the Repair Manual available on STIS
7. Obtain the Data list 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. Check Vehicle Control History (RoB) (Audio and Visual System) following the Repair
Manual available on STIS
C. Revise following portal request format
D. Attach troubleshooting results for all Bxxxxx and Uxxxxx DTCs infotainment specific B/U
codes.
Continued...
Bulletin Number: 15-309-23; Date: 04/24/23
Page 4 of 15
STEPS FOR SUPPLYING 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
5) Fill out Infotainment Case Form and submit
Continued...
Bulletin Number: 15-309-23; Date: 04/24/23
Page 5 of 15
6) The technician will receive an email with the Techline case number
IMPORTANT NOTE: Please upload all available attachments to complete portal submission
data log, video(s), photo(s), Freeze Frame 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 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: 15-309-23; Date: 04/24/23
Page 6 of 15
APPENDIX
I. Solterra Head Unit Data Log Collection process
Media:
I. The USB flash drives can be USB 2.0 or 3.0 of recommended 4GB or more storage capacity.
II. The USB flash drive should be reformatted to FAT32 format before loading any files to it.
III. Log files are not overly large, 1GB size is sufficient.
IV. In case you encounter an error shown below, after accessing USB flash drive from your PC,
consider a recovery steps outlined in this section.
1. Recovery steps
a. Reformat USB Flash drive to FAT32 format.
b. Write any file under 300MB from PC to the USB flash drive, while it is still inserted in the
port.
c. Properly remove USB flash drive from PC.
d. Repeat the data log collection.
e. If you are still encountering issues, please use a USB flash drive from another manufacturer.
Please note we are still relying on collecting the approximate date and time of the event from
the customer, if possible.
The data log contains data for approximately 6 weeks depending on the actual use of the system by
the customer.
Process:
The infotainment system has a self-check function (Service Diagnostic Mode), which can be
performed on the screen. This function enables functions including checking the system operation
status, displaying the system status (Diagnosis Recorder), checking system information (Software
Version).
There are two methods to access the service mode: using GTS and using the head unit function. Both
methods are listed below for your convenience.
Continued...
Bulletin Number: 15-309-23; Date: 04/24/23
Page 7 of 15
I. Access Service Diagnostic Mode
•
Method 1 (preferred)
1. Use the GTS to navigate to Diagnostic mode- Body Electrical > Navigation System > Utility
2. When diagnosis starts, the “Service Menu” screen is displayed.
3. Proceed to section II. Data log Collection
•
Method 2
1. Ensure the vehicle is stopped and IGN in “Ready” Mode
2. Turn Audio Off by pressing
home switch
Continued...
Bulletin Number: 15-309-23; Date: 04/24/23
Page 8 of 15
3. Select Setting icon on the Main Menu
4. Scroll in Menu to find “Display”, then select Display setting
5. Turn Display “off”
6. On Head Unit screen, Swipe from Left to Right - 5 times, then swipe from Right to Left 5
times.
Continued...
Bulletin Number: 15-309-23; Date: 04/24/23
Page 9 of 15
7. If Service Menu does not appear, Press “Touch to turn screen on” button and repeat steps 1-6.
8. Proceed to section II. Data log Collection
II. Data log Collection
1. Select “Failure Diagnosis”
2. Select “Diagnosis Recorder”
3. Turn OFF “Recording On/Off” (Green = ON, White = OFF)
Continued...
Bulletin Number: 15-309-23; Date: 04/24/23
Page 10 of 15
4. In the white space under the “Recording On/Off” button, press and hold for about 5 seconds until
another menu comes up.
5. Insert USB flash drive in the USB Multimedia Port
6. Press and hold the “Output” button for about 5 seconds. Receive popup that says “Start to copy
files to USB memory, OK”?
7. Select “Yes”
8. Receive popup that says “Connect private USB memory”
9. Select “OK”
Continued...
Bulletin Number: 15-309-23; Date: 04/24/23
Page 11 of 15
10. Receive popup that says “Copying files to USB memory, Please wait”.
11. Once completed, receive pop-up that says “Copying files to USB memory is finished”
12. Select “OK”, return to previous menu.
13. Select “Back” until return to Failure Diagnosis
Continued...
Bulletin Number: 15-309-23; Date: 04/24/23
Page 12 of 15
14. Remove the USB flash drive
15. Select “Back”
16. Reboot Head Unit by holding in Home switch 3-5 seconds
17. When brought back to main screen, receive popup that says “Communication stopped - Please
select OK to complete the service mode and return to normal driving operation”.
18. Transfer data log data from USB flash drive to PC.
Next step is sharing the data log for analysis using Infotainment Portal. See section “II. Data log
sharing for analysis” for additional information.
II. 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.
Continued...
Bulletin Number: 15-309-23; Date: 04/24/23
Page 13 of 15
The following instructions will explain how to successfully share the data log using TechShare
Infotainment Portal.
Attach data log from PC following TechShare directions.
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.
Continued...
Bulletin Number: 15-309-23; Date: 04/24/23
Page 14 of 15
Bulletin Number: 15-309-23; Date: 04/24/23
Page 15 of 15
- 💯【Conta.ct us for Support Directly】If you met any...
- 🔥🔥🔥【2026 AUTEL FLAGSHIP MK900BT MK900-BT, NEW...
- 🚗【3000+ ACTIVE TESTS (50➡3000+), SAME AS MS...
- 🚗【40+ HOT SERVICES FOR 150 MAKES (28+➡40+)】Full...
- 🚗【OE ALL SYSTEM DIAGNOSE, AUTO SCAN 2.0: SCAN LICENSE...
- 【TURN OFF CEL】 This AL319 car scanner diagnostic tool...
- 【EXTENSIVE APPLICATION】 Autel AL319 Compatible with...
- 【FOR END USER & DIYERS】 This error code reader AL319 is...
- 【USER-FRIENDLY DESIGN】 This OBD2 scanner and check...
- 【HIGH-QUALITY SERVICES】 12 months war.ranty from the...
Last update on 2026-06-23 / Affiliate links / Images from Amazon Product Advertising API
If the PDF is very large, it may not load in the preview below.
Some older TSBs had multiple PDFs — visit the NHTSA Website to view all PDFs.
If the TSB PDF does not show, download or view it on the NHTSA Website.
Click on the (+) Plus Sign
Then Click on Associated Document(s)
Search NHTSA Database for Recalls
Search NHTSA Database for Vehicle Investigations
View Latest Vehicle Investigations
Search NHTSA Database for Vehicle Complaints
View Latest Vehicle Complaints
TSB/Document ID: 15-309-23
Replacement Service Bulletin Number:
MFR Communication Date: 2023-04-24
MFR Internal Campaign ID/Software Version:
Communication Type: Service Bulletin/Repair Instructions
NHTSA Components: ELECTRICAL SYSTEM
MFR Component System:
MFR Component Subsystem:
Previous TSB | Next TSB |
- [Notice] When you receive a used device, it may be a customer return resold by Amazon without inspection. You can exchange it for a new one through Amazon. As this situation is unavoidable, we sincerely apologize. For any issues, contacting us via Amazon's "Messages" is the best way. THINKSCAN 689BT Bidirectional Scan Tool Can Be Used Immediately After It is Turned On, Without Complicated Registration Process, Which is More Convenient & Quick.
- Full Bi-Directional Control & 3000+ Active Tests: Take control and test components like actuators, fuel injectors, relays, and cooling fans in real time. You’ll quickly see if the problem is in the part itself or the control module — saving you hours of guesswork and frustrating trial-and-error.
- Advanced ECU Coding Capabilities: Handle module matching and hidden feature activation with confidence. When you replace an ECU or want to customize settings, this obd2 scanner diagnostic bi directional tool gives you the professional-level capabilities you need without the dealership price tag.
- 34+ Useful Reset and Maintenance Functions: Complete everyday service tasks smoothly with a wide range of helpful reset and maintenance functions. Whether you’re keeping up with regular upkeep or tackling a specific job, this scanner makes maintenance simpler and less stressful for both DIYers and pros.
- Comprehensive Full System Diagnostics: Diagnose every major system — Engine, Transmission, ABS, SRS, TPMS, and more — all in one place. Finally stop wondering if you’re missing something important; get the full picture and clear codes with ease.
Last update on 2026-07-02 / Affiliate links / Images from Amazon Product Advertising API
- Top Reasons to Choose the D7S OBD2 Scanner: XTOOL D7S car scan tool, an upgrade of XTOOL D7, offers comprehensive features for automotive technicians, workshops, and DIY enthusiasts 1. Upgraded Hardware: 2+64GB memory, rear camera, intuitive interface, foldable bracket 2. Complete Diagnostics: FCA
Autoauth, OE-level all system scan, 39+ maintenance services, 4K+ bidirectional, CANFD/DoIP protocol 3. Advanced Capabilities: ECU c0ding, PMI functions 4. Wide Compatibility: Support 10,000+ models, covering 99% vehicle brands 5. Multi-language: Available in 22+ languages, No IP Restrictions 6. 3-Year Updates: Save 300 bucks on software updates for the latest features and optimizations - 2026 Upgraded D7S Car Scanner Features: The newly 2026 D7S V2.0 scanner for car brings exciting features for advanced vehicle diagnostics and enhanced user experience 1. FCA AutoAuth: Now supports FCA SGW module for Chrysler, for Jeep, for Dodge (2018+), for Fiat (2017+), enabling faster vehicle communication without gateway restrictions 2. PMI (Offline ECU Pr0gramming): Allows for Ford, for Lincoln, and for Mazda ECU pr0gramming for new modules 3. Optimized Diagnostic Report 2.0: Personalized reports with logos and customer info for auto shops. Note: Compatibility varies by cars, please check before order
- 39+ Services/Resets/Adaptations/Relearns/Calibrations: XTOOL D7S full system car scanner diagnostic tool tackles 99% of common car issues through its 36+ special functions, including Oil Reset, EPB, SAS, BMS, Throttle Reset, Injector C0ding, ABS Bleed, TPMS Reset, Power Balance, etc and also covers specific-vehicle functions like Crank Sensor Relearn, ABS Initialization, Cylinder Power Balance, Fuel Trim Reset, Idle Relearn etc. This car diagnostic scanner enhances efficiency, making repairs and maintenance hassle-free. Tip: DO NOT for All vehicles, please check compatibility first
- Cost-effective ECU C0ding Scan Tool for Specific Brands: Enhance your vehicle's performance with XTOOL D7S! This obd2 scanner all systems bidirectional offers advanced capabilities at an affordable price, supports online for BMW, for Benz and offline for BENZ, for MIT, along with PMI functions for Ford, for Mazda, and for Lincoln. Ideal for technicians and DIY enthusiasts, this automotive scanner diagnostic tool optimizes vehicle performance and enhances the driving experience. Note: Not for all cars and modules, please send car VIN to check the compatibility before purchase
- OE All System Diagnostic & 8 Pids Graphing: XTOOL D7S is a comprehensive all system bi directional obd2 scanner that delivers dealer-level diagnostics, completely controlling over your vehicle’s performance and health. This automotive scan tool can read and clear DTCs, view live data and ECU information, retrieve freeze frames, and perform active tests and full obd2 functions. This bi-directional scan tool can can identify your vehicle's make, model, and year information with just one click and show up to 8 PIDs live data with options for CSV viewing, playback, and recording for in-depth analysis. It is easy-to-use for both professionals and beginners, helping pinpoint issues efficiently
Last update on 2026-07-08 / Affiliate links / Images from Amazon Product Advertising API
- 【✅Compared to BOSSCOMM IF742, IF745 Offers Full-System Diagnostics】The BOSSCOMM IF745 car diagnostic scanner is an upgraded model of IF742. In addition to supporting all OBD2 Code Reader functions and 6 reset options (ABS/EPB/SAS/BMS/Oil/Throttle), it expands diagnostics from 4 systems (Check Engine/ABS/SRS/Transmission) to vehicle All systems, including Steering, Suspension, and Body Electronics. This provides deeper, more comprehensive diagnostic capabilities.
- 【✨10 OBD2 Functions】The BOSSCOMM IF745 scan tool’s DTC Lookup instantly translates fault codes into user-friendly explanations, its I/M Readiness feature streamlines emissions testing with a single tap, and Freeze Frame lets you pinpoint the exact moment of a fault for in-depth root-cause diagnosis. Combined with a live data dashboard and advanced diagnostics (O2S, OBMon, EVAP), it delivers comprehensive insights for confident troubleshooting.
- 【✨Deep Diagnostics for All Vehicle System Modules】Beyond code reading/clearing and ECU information retrieval, our all-in-one data stream feature lets you inspect all current fault codes and their locations across the vehicle’s systems. This vehicle code reader helps you turn off dashboard warning lights and perform a comprehensive self-check of your car at home—no more back-and-forth trips to the repair shop or hefty inspection fees.
- 【✨6 Essential Resets: ABS Bleeding, Oil, EPB, SAS, Throttle, BMS】The BOSSCOMM IF745 obd2 scanner diagnostic tool swiftly purges air from brake lines to restore braking sensitivity, fine-tunes maintenance cycles to eliminate false alerts, resolves parking brake issues with one-click control, recalibrates steering sensors for stability, optimizes engine idling/acceleration for smoother performance, and deeply resets battery systems to extend lifespan and range via precise parameter adjustments.❗NOTE: Does NOT support bidirectional control, coding, or programming.
- 【✨10,000+ Car Models, AutoVIN, 13 Languages】The BOSSCOMM IF745 vehicle scanner diagnostic tool covers 73+ global car brands and offers support in 13 languages, making it perfect for DIYers, auto mechanics, or as a thoughtful gift. With a single-click AutoVIN feature, it instantly retrieves vehicle serial numbers, streamlining diagnostics for users globally. This adaptable tool balances user-friendliness with precision, catering to both personal and professional requirements.✅Unsure about compatibility? Compatibility will vary on vehicles' model and year, pls reach us via 📧 [email protected] 📧 before purchase.
Last update on 2026-07-02 / Affiliate links / Images from Amazon Product Advertising API
This product presentation was made with AAWP plugin.