access to the vehicle which
may reqire being added as a
delegate by the customer prior
to testing. This testing can be
performed with the customer
HOWEVER, it does involve a
time commitment the customer
should be made aware of prior
to testing.
Technicians must verify the
Green Telematics LED is lit
before starting. If any other
Telematics LED indication,
including no Telematics LEDs
are lit, this would indicate
a problem which must be
addressed first BEFORE starting
RES diagnosis. Use the SSM4
to retrive any Telematics DTCs
and diagnose any current DTCs.
If there are no Telematics
DTCs and the LED is not
GREEN, collect 10 seconds of
Telematics data and contact
Techline for further assistance.

Failures when using the CWP could be caused by:
1. Local Network - connectivity or VPN issue verify by connecting to another site successfully.

YES

Did the MySubaru
CWP provide a
failure message on
RES failure?

2. Local Operating System out of date or not supported make sure a supported operating system is in use.
NO

3. Local Web browser out of date or not supported try using a different web browser.
Refer to the CWP Error Table for possible root causes
or conditions the error messages may be indicating.

NO

5. Make Remote Start

Did the engine
start?

Request From MySubaru
Customer Web Portal.

YES

6. Make a Remote
Start Request From
MySubaru APP.

Did the engine
start?

NO

Did the MySubaru
App provide a
failure message on
RES failure?

YES

RES failure when using the CWP solely without an error message could indicate
incompatibility with the type of Web browser being used, operating system
version, network configuration, VPN, virus/malware protection or network
provider. The CWP could be retested changing these variables one at a time
to aid in determining a root cause. CWP failure with an error message should
provide some hint as to the root cause of the failure, beit local to the machine
used for testing, the internet access provider, the telematics service provider,
the telematics network provider or the vehicle it self reporting it inability to
execute the request.
If RES is working from APP but failing from CWP, vehicle is
operating as expected.
Issue is most likely a result of the aforementioned conditions.

YES

RES failure when using the MySubaru Mobile APP failure could be a result of:
1. Local Network connectivity or VPN issue- verify by connecting to
another site successfully
2. Local Version of Android or IOS out of date or not supported- make
sure a supported version of Andriod or IOS is in use. Supported
versions are noted in the in Google Play and Apple App store.
3. Local Web browser out of date or not supported- try using a
different web browser
Refer to the APP Error Table for possible root cause or conditions which
error messages may be indicating.

7a. When RES is requested, do all of the doors lock and the horn honk before engine fails to start?

If no horn honk was heard, contact Techline for assistance.
Techline will be able to look at telematics system indicators
to determine if there may be an issue with one of the back
end systems preventing RES or indicating why RES is not
functioning

NO

NO

When standing close to the vehicle, the user should be able to hear the doors lock. Successful door
locking is a precondition requirement before RES can occurr. The horn honk is the Telematics system
signalling it has received a remote engine start request. Not hearing a horn honk prior to RES failure
may indicate the request is never getting to the vehicle.
YES

7b. When standing close to the vehicle and looking through the windows at the door lock indicators, are they all
If any door fails to indicate locked including the rear gate, begin
diagnosis of the power door lock system.

indicating the locked position?

NO

Refer to 15-242-19R for aid in diagnosing Telematics.

This can be further tested by first making sure the keys are at least 15 feet away from the vehicle and
trying to open each door including the rear gate (if equipped). Since locked doors are a precondition
requirement for RES to occur, any door not locking would have to be repaired by a retailer visit to
ensure a fully functioning Telematics system.

YES

7c. When standing close to the vehicle and looking through the windows, are all interior lamps currently off?
The doors, rear gate and on some models, the hood must all
be closed for RES to function. Observation of the interior lamp
operation is to determine if there may be a door latch switch
failure and a door is indicated open in error.
Refer to 15-242-19R for aid in diagnosising Telematics.

NO

This is an effort to verify all the doors are fully closed. This can be further verified by opening and
closing each door including the rear gate (if equipped). Then, reconfirm no interior lamps are still
illuminated. Closed doors are a precondition requirement for RES to occur and interior lamps not
responding to any door action may indicate a concern in the door latch indicator system which may
require repair by a retailer visit to ensure a fully functioning Telematics system.
Some models also monitor the hood latch. If the hood is open, RES will fail. Ensure the hood is closed and no
hood latch MIL is illuminated.
YES

Continued...
Bulletin Number: 15-282-21R; Revised: 05/04/23

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Flow Chart (continued)
YES

7c. When standing close to the vehicle and looking through the windows, are all interior lamps currently off?
The doors, rear gate and on some models, the hood must all
be closed for RES to function. Observation of the interior lamp
operation is to determine if there may be a door latch switch
failure and a door is indicated open in error.

NO

Refer to 15-242-19R for aid in diagnosising Telematics.

This is an effort to verify all the doors are fully closed. This can be further verified by opening and
closing each door including the rear gate (if equipped). Then, reconfirm no interior lamps are still
illuminated. Closed doors are a precondition requirement for RES to occur and interior lamps not
responding to any door action may indicate a concern in the door latch indicator system which may
require repair by a retailer visit to ensure a fully functioning Telematics system.
Some models also monitor the hood latch. If the hood is open, RES will fail. Ensure the hood is closed and no
hood latch MIL is illuminated.

YES

7d. Open the door, sit in driver’s seat and depress brake pedal.

The Push Button Start system must be functioning as intended
for RES to function. Refer to: STIS > KEYLESS ACCESS
WITH PUSH BUTTON START(DIAGNOSTICS) > Diagnostics
with Phenomenon for help in determining the root cause.
If necessary, contact your DSQM or Techline for further
assistance.

Observe LED on Push Button Start: IS THE LED

ILLUMINATED GREEN?

NO

This is an effort to verify the Push Button Start system is functioning as intended. An ORANGE
LED or NO LED would indicate a malfunction in one of the systems supporting engine starting even
though the engine may start normally when using the Push Button Start but not start when using
RES.
Always confirm the Push Button Start LED is Green or flashing Green before proceeding.

YES

7e. Open the driver’s door and switch the ignition ON.

Is the low fuel lamp on or the fuel indicator needle indicate “E”?

Refuel vehicle. Make a
Remote Start Request
from the MySubaru APP

YES

RES has specific operational criteria which must be met and cannot be exceeded or interrupted.
One of those requirements is the fuel level be above a specific minimum so the vehicle will not run
out of fuel if the maximum runtime is exercised when using RES. After refueling the vehicle, the
ignition must be cycled at least once and must be driven at least .5 miles before attempting another
remote engine start.

Did the engine
start?

NO

NO

YES

7f. Is this the second, third or fourth RES attempt? Meaning, did the user successfully perform a remote engine start
and subsequent RES attempts are failing?
Telematics Performing
as Expected
YES

RES has specific operational criteria which must be met and cannot be exceeded or interrupted. If
the first start was successful, the customer may be experiencing one of the engineered operational
criteria which is a planned behavior of the RES system. The following questions will explore that
possibility.

NO

7g. Did the engine start on the first use of RES?
Did the engine
run the first time
for LESS THAN 20
minutes?

YES
Runtime
< 20 min

Remote engine start has specific operational criteria which must be met and cannot be exceeded
or interrupted. If the first start was successful, the customer may be experiencing one of the
engineered operational criteria which is a planned behavior of RES. Maximum run time is 20 minutes
in any combination of runs, then the ignition must be cycled prior to performing any additional RES
attempts.

YES
Runtime
>20 min

Did the engine run
the first time for
MAXIMUM time of
20 minutes?

NO
YES

NO

7h. Did the user interrupt the first RES request by using Remote engine off on the MySubaru App or entering the vehicle
and using the ignition OFF button?

NO

RES has specific operational criteria which must be met and cannot be exceeded or interrupted. If
the first start was successful, the customer may be experiencing one of the engineered operational
criteria which is a planned behavior of RES. If a RES cycle is manually interrupted by using the Push Button Start
button, the next RES attempt cannot be made until at least 5 minutes have elapsed.

YES

8. Cycle the ignition. Make a Remote
Start Request from the MySubaru APP.

NO

9. Contact Techline with 10 sec of
Telematics Data all PIDs.

Bulletin Number: 15-282-21R; Revised: 05/04/23

Did the engine
start?

YES

Telematics Performing as Expected

Continued...
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Bulletin Number: 15-282-21R; Revised: 05/04/23

Page 7 of 7