ATTENTION:
GENERAL MANAGER

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PARTS MANAGER

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CLAIMS PERSONNEL

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IMPORTANT - All
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SERVICE MANAGER

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© 2023 Subaru of America, Inc. All rights reserved.

SERVICE INFORMATION BULLETIN
APPLICABILITY:

Models with Solterra Infotainment

NUMBER: 15-309-23R

SUBJECT: Solterra Audio / Navigation Head Unit Data

Collection and Sharing Procedure utilizing

TechShare Infotainment Portal

DATE:

04/24/23

REVISED:

05/26/23

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: 15-309-23R; Revised: 05/26/23

Page 1 of 14

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.
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Bulletin Number: 15-309-23R; Revised: 05/26/23

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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 Acceptable

No Sound/No Audio

Acceptable

No sound from SXM radio, but there is sound from AM/FM
radio. Ausio streaming is working well.

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Bulletin Number: 15-309-23R; Revised: 05/26/23

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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.

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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

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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.

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
•

Solterra Head Unit Concern Duplication

•

Infotainment data log capture and Portal Data Submission

Labor
Operation#

Fail Code

Labor Time

A031-100

ZUM-43

1.0

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.

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...
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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.
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I. Access Service Diagnostic Mode
•

Method 1 (preferred)
1. Use the GTS to navigate to Diagnostic mode- Body Electrical > Navigation System > Utility

For the outline of the diagnostic mode, refer to the Service Manual NAVIGATION / MULTI INFO
DISPLAY NAVIGATION SYSTEM DIAGNOSIS SYSTEM > ENTER DIAGNOSTIC MODE
2. When diagnosis starts, the “Service Menu” screen is displayed.

3. Proceed to section II. Data log Collection
•

Method 2

Details of how to enter the diagnostic by flick operations on the multi-display.
1. With the Ignition Switch ON or at ACC, turn off the Audio system by pressing POWER button.

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2. Turn off the Multi-display by selecting display setting off from menu screen.
Note: Refer to NAVI handling instructions “Settings and registration (2) < Screen settings (2-6) <
Changing the screen display settings”.

3. Flick (swipe) the display 5 times from left to right
4. Flick (swipe) the display 5 times from right to left
Make sure to complete operations 3) and 4) within 15 seconds.

As soon as entering the diagnosis mode, the “Service Menu” screen is displayed.
Note: How to get out of the diagnostic mode: Press and hold POWER button OR turn Ignition Switch
OFF.
5. Proceed to section II. Data log Collection
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2-2. Operating “Service Menu” screen
1. Press [Failure Diagnosis] button.

2. Press [Diagnosis Recorder] button.

3. Press [Recording ON/OFF] button to turn OFF. (The green indicator turns off.)

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4. Press and hold the blank space below [Recording ON/OFF] button for 5 seconds until the green
indicator in the [Recording ON/OFF] button turns off (hidden command).

5. Confirm all items are ON (with green indicators) then press and hold [OUTPUT] button for 5
seconds.

6. Press [Yes] button.

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7. When a pop-up of [Connect private USB memory] appears, insert an USB memory to the USB
port inside the center console.

8. When the USB has been inserted, press [OK] then a blue progress bar is shown.

9. Press [OK] button.

10. Press [Back] button.

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11. Press [Recording ON/OFF] button to turn ON (the green indicator turns on.)

12. Remove the USB memory from the USB port and turn ACC to OFF.
13. 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.
The following instructions will explain how to successfully share the data log using TechShare
Infotainment Portal.
Attach data log from PC following TechShare directions.

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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: 15-309-23R; Revised: 05/26/23

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