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NHTSA ID Number: 10168567
Manufacturer Communication Number: 15-228-18R
Summary
This bulletin provides troubleshooting steps to follow when diagnosing a customer concern of the display screen being either frozen (unresponsive) or black (blank). Please start by completing the Harman Investigation Guide Questionnaire as it gathers important details which will help with diagnosis and will be required should the condition not be resolved by this troubleshooting. While completing the questionnaire, follow the question flow based on the customer concern. Answer each related question noting the results to each in detail while performing the diagnostics. Review the entire bulletin before beginning in order to understand the flow for the listed concern. If the concern you have is not listed, check the Service Manual “Infotainment (Diagnostics) > Diagnostics with Phenomena” section as a starting point.
NUMBER: 15-228-18R
DATE: 08/21/18
REVISED: 11/18/19
| APPLICABILITY | 2017-20MY Impreza 2018-20MY Crosstrek 2018-19MY Legacy and Outback 2019-20MY WRX and WRX STI 2019-20MY Ascent 2018-20MY BRZ 2019-20MY Forester |
| SUBJECT: | Harman Audio / Infotainment: Display Screen Freeze-Up or Black (Blank) Concerns |
INTRODUCTION:
This bulletin provides troubleshooting steps to follow when diagnosing a customer concern of the display screen being either frozen (unresponsive) or black (blank). Please start by completing the Harman Investigation Guide Questionnaire as it gathers important details which will help with diagnosis and will be required should the condition not be resolved by this troubleshooting. While completing the questionnaire, follow the question flow based on the customer concern. Answer each related question noting the results to each in detail while performing the diagnostics. Review the entire bulletin before beginning in order to understand the flow for the listed concern. If the concern you have is not listed, check the Service Manual “Infotainment (Diagnostics) > Diagnostics with Phenomena” section as a starting point.
SERVICE PROCEDURE / INFORMATION:
IMPORTANT: Always begin by checking for any open recalls or campaigns related to the audio or audio/navigation system. Any open recall or campaign must be completed first before proceeding with any further diagnosis. If the condition is resolved after completing the recall or campaign, no further action is required. If the condition remains after completing the recall or campaign update, continue to diagnose it with this bulletin procedure.
REMINDER: Customer satisfaction and retention starts with performing quality repairs.
1) Always confirm the condition as reported by the customer.
a. For screen lock-up or freeze symptoms, follow Steps b-g below. If concern is a black or blank head unit display, proceed to Step 2.
b. Can the “freeze” condition be duplicated? If so, please note the steps necessary to duplicate. IMPORTANT: Always confirm the protective film has been removed from the touch screen before proceeding further.
c. Describe the behavior seen during the freeze: Is audio output present? What screen is the system stuck on (e.g. STARLINK splash, Home screen, Phone screen, Map display, etc.)?
d. How long was the system running for before the freeze was observed? Was the screen frozen immediately at start up or after using the system for an extended period of time (If so, specify roughly how long.)?
e. When using the Hard Keys (see image below), does the system respond when pressing any of these? If yes, go to (g) below.
(Image above shows hard keys for 2017 Impreza. Design will vary by model and vehicle line.)
f. Try using the steering wheel controls (e.g. volume, source, voice recognition (VR), etc.) as shown below. Does the system respond when pressing any of these?
(Image to the right shows steering wheel controls for 2017 Impreza. Design will vary by vehicle line.)
g. If the system responds to hard keys and/or steering wheel control inputs, try swapping the head unit from a known good vehicle. If the swapped unit operates normally, request an exchange component.
IMPORTANT CAUTION: Always disconnect the Telematics Data Communication Module (DCM) BEFORE any swapping of head units. DCMs must NEVER be swapped or the customer’s services will not function and DCM replacement may be required to resolve.
h. If the issue persists with a swapped unit installed, follow the Service Manual basic diagnostic procedure for “SCREEN FREEZES AND DOES NOT ACCEPT ANY OPERATION ENTRY”.
2) If a black or blank screen is displayed on the head unit, follow the Service Manual basic diagnostic procedure for “SCREEN IS BLACKED OUT, OR THE SCREEN IS NOT DISPLAYED”. If the cause for the condition cannot be determined by following the Service Manual procedure, try swapping the head unit with a known good unit. If the swapped unit operates normally, request an exchange component.
IMPORTANT CAUTION: Always disconnect the Telematics Data Communication Module (DCM) BEFORE any swapping of head units. DCMs must NEVER be swapped or the customer’s services will not function and DCM replacement may be required to resolve.
If the above steps do not resolve the customer’s concern with lock-up / freeze or black / blank head unit screen display, complete a fresh Harman Investigation Guide Questionnaire documenting the customer’s concern and the results of each diagnostic step in this bulletin. If possible, capture a video of the condition then contact the SOA Techline to review for next steps. Techline will request you send the completed questionnaire, step by step bulletin results and any videos of the condition.
18 Affected Products
Vehicles
| MAKE | MODEL | YEAR |
| SUBARU | ASCENT | 2019-2020 |
| SUBARU | BRZ | 2018-2020 |
| SUBARU | CROSSTREK | 2018-2020 |
| SUBARU | FORESTER | 2019-2020 |
| SUBARU | LEGACY | 2018-2019 |
| SUBARU | OUTBACK | 2018-2019 |
| SUBARU | WRX | 2019-2020 |
| SUBARU | WRX STI | 2019-2020 |
1 Associated Document
Manufacturer Communications
NUMBER: 15-228-18R
DATE: 08/21/18
REVISED: 11/18/19
https://www.nhtsa.gov/recalls?nhtsaId=10168567
MC-10168567-0001.pdf 540.477KB
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NHTSA ID Number: 10160496
Manufacturer Communication Number: 15-228-18R
Summary
This bulletin provides troubleshooting steps to follow when diagnosing a customer concern of the display screen being either frozen (unresponsive) or black (blank).
1 Associated Document
Manufacturer Communications
NUMBER: 15-228-18R
DATE: 08/21/18
REVISED: 03/13/19
https://www.nhtsa.gov/recalls?nhtsaId=10160496
MC-10160496-9999.pdf 535.337KB
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NHTSA ID Number: 10146470
Manufacturer Communication Number: 15-228-18R
Summary
This bulletin provides troubleshooting steps to follow when diagnosing a customer concern of the display screen being either frozen (unresponsive) or black (blank). Please start by completing the Harman Investigation Guide Questionnaire as it gathers important details which will help with diagnosis and will be required should the condition not be resolved by this troubleshooting. While completing the questionnaire, follow the question flow based on the customer concern. Answer each related question noting the results to each in detail while performing the diagnostics. Review the entire bulletin before beginning in order to understand the flow for the listed concern. If the concern you have is not listed, check the Service Manual ?Infotainment (Diagnostics) > Diagnostics with Phenomena? section as a starting point.
1 Associated Document
Manufacturer Communications
NUMBER: 15-228-18R
DATE: 08/21/18
REVISED: 09/05/18
https://www.nhtsa.gov/recalls?nhtsaId=10146470
MC-10146470-9999.pdf 557.719KB
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NHTSA ID Number: 10144886
Manufacturer Communication Number: 15-228-18
Summary
This bulletin provides troubleshooting steps to follow when diagnosing a customer concern of the display screen being either frozen (unresponsive) or black (blank). Please start by completing the Harman Investigation Guide Questionnaire as it gathers important details which will help with diagnosis and will be required should the condition not be resolved by this troubleshooting. While completing the questionnaire, follow the question flow based on the customer concern. Answer each related question noting the results to each in detail while performing the diagnostics. Review the entire bulletin before beginning in order to understand the flow for the listed concern.
1 Associated Document
Manufacturer Communications
NUMBER: 15-228-18
DATE: 08/21/18
https://www.nhtsa.gov/recalls?nhtsaId=10144886
MC-10144886-9999.pdf 556.862KB
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- 5" GPS navigator with driver alerts and travel data.External memory storage: This USB mass storage device is compatible with Windows XP or newer and Mac OS X 10.4 or later..Control Method:Touch.Special Feature:Touchscreen.
- Easy-to-use 5" GPS navigator includes detailed map updates of the U.S. and Canada
- Simple on-screen menus and bright, easy-to-see maps
- Garmin Traffic is ready to use right out of the box — without use of a smartphone
- Road trip-ready with The HISTORY Channel database of notable historic sites, a U.S. national parks directory, TripAdvisor traveler ratings and millions of Foursquare points of interest (POIs).Included Components: Garmin Drive 52, Vehicle Suction Cup Mount, Vehicle Power Cable, Usb Cable, Quick Start Manual. Display Size 4.4"W x 2.5"H (11.1 x 6.3 cm); 5.0" diag (12.7 cm)
- Bright, high-resolution 5” glass capacitive touchscreen display lets you easily view your route
- Get more situational awareness with alerts for school zones, speed changes, sharp curves and more
- View food, fuel and rest areas along your active route, and see upcoming cities and milestones
- View Tripadvisor traveler ratings for top-rated restaurants, hotels and attractions to help you make the most of road trips
- Directory of U.S. national parks simplifies navigation to entrances, visitor centers and landmarks within the parks
- 【PRE-LOADED North America Maps】 Pre-installed with the 2024 latest North America Map, include USA Canada Mexico Maps, which has 2D / 3D map display. If you need to update the latest Map, please contact us to download. (Downloadable but not pre-installed maps: Europe, UK, Ireland, Australia and so on)
- 【Free Lifetime Map Updates 】 Get the latest map by connecting OHREX GPS Navigation to the Windows pc. You can also use an exteranl TF Card for map update (with Mac & Windows system). Lifetime Map is free updated without Ads . You can regularly download latest data for maps, speed, and points of interest.
- 【Driver Alerts】 OHREX 7 inch GPS Navigation with detailed maps and turn-by-turn directions that speak street names loud and clear through the speaker. With OHREX GPS navigation system, you will never miss a turn or have to make sudden lane crossings. Support: (1)Postcodes, Address, Coordinates & POI (2) Driver Alerts, Active Lane Guidance assist, Active Speed Camera Detection (3) Street name Broadcasting, Turn-By-Turn Real Voice Broadcast.
- 【Professional GPS Navigation】 OHREX 7 inch Touch Screen GPS Navigation for Car and Truck Motorhome & RV.(1) You can Customize Route According to Your Vehicle’s Weight, Length, Height and Width, Avoid Roads with Width/Height/Weight Restrictions (2) Intelligent Route Planning Fast & Economical. (3) Fast & Accurate GPS Tracking. (4) Displays Current Speed and ETA.
- 【Professional Solution】OHREX GPS navigation supply regular maps upgrades and any question inquiry. USA local brand, established professional technician team in the United States, have been recognized by our customers.
- 🚘【Car Navigation with 2.5D Screen】The 2.5D screen GPS Navigation with a wider viewing angle, a more visible screen and better light transmission, allowing clear map display even in sunlight.
- 🚘【Customized Navigation Routes】Smart GPS can customize your exclusive route according to your vehicle type, avoiding height and weight restrictions, traffic congestion routes, etc; GPS navigation supports multiple navigation modes - Truck, Car, Bus, Pedestrian, Cab, Bicycle, Emergency, etc., full for your diverse trips.
- 🚘【Intelligent Navigation System】 ①Smart Car Navigator provides you with speed warnings so you can easily avoid tickets. ② Support Postcode, Address, Coordinates, Favorite and POI Search, such as gas stations, rest areas, etc. ③ Provides Speed Warning, Route Planning, Street Names Broadcast, Current Speed, Remaining Distance, Estimated Arrival Time ( real voice announcement) to give you a better driving experience. ④Support FM sound transmitter, GPS time / Map time setting.
- 🚘【Free Lifetime Map Updated】Navruf 7-inch gps navigation for car is pre-installed with the latest 2024 North America maps, including US, Canada, Mexico maps with 2D/3D map display. If you need to update the latest maps, please contact us to download. (Maps available for download but not pre-installed: Europe, South America, Australia, etc.)
- 🚘【After Sales Service】Kyltoor has professional technical team and great customer service. We offer 30-day Money-Back, 12-month Replacement, life-time Technical Support. If you have any questions about the product, please contact us via Amazon message, we will reply you within 24 hours.
- 7” high-resolution navigator includes map updates of North America .Special Feature:Easy-To-Read Display; Voice Assist; Hands-Free Calling; Live Traffic and Weather; Traffic Cams and Parking; Smart Notifications,Driver Alerts; Tripadvisor; National Parks Directory; Find Places by Name; Garmin Real Directions Feature.
- Hands-free calling when paired with your compatible smartphone with BLUETOOTH technology and convenient Garmin voice assist lets you ask for directions to places you want to go
- Road trip–ready features include the HISTORY database of notable sites, a U.S. national parks directory, Tripadvisor traveler ratings and millions of Foursquare POIs
- Driver alerts for things such as school zones, sharp curves and speed changes help encourage safer driving and increase situational awareness
- Access live traffic, fuel prices, parking, weather and smart notifications when you pair this navigator with your compatible smartphone running the Garmin Drive app
- 【Free Lifetime Map Updates】the Latest 2024 North American Maps Are Pre-installed (pre-installed: Us, Canada, Mexico), if You Need Maps of Other Countries Please Contact Us Through Amazon (downloadable but Not Pre-installed Maps: Europe, South America, Etc.)
- 【Car GPS Function】①Support Postcode, Address, Coordinates, Favorite and POI Search. ②4 Routes Options: Fast/Green/Short/Easy. ③Support GPS time or Map time setting. ⑤Providing Intelligent Current Speed Camera Alerts, Sound Warning, Route Planning, Street Names Broadcast, Current Speed and Active Lane Assistant, Display Remaining Distance, telling Estimated Arrival Time ( real voice announcement)
- 【Smart Voice Broadcast Reminde】GPS System With Turn-By-Turn Voice Navigation (Multi-Language Version), Comprehensive Voice Prompts, Prompt Real-Time Safety Navigation Direction Of Progress; Intelligent Error Correction, If The Route Is Wrong, The System Will Automatically Generate New Routes To Make Your Faster And More Secure , More Accurately Reach Their Destination.
- 【SUPPORTS 7 VEHICLE MODES】 - The GPS navigation is suitable for car, truck, bus, taxi, bicycle, emergency and pedestrian. When driving the vehicle, you will benefit from the information of length, width, height, weight and other data. With a suction cup and back clip, you are able to easily fix the truck GPS to the windshield or dashboard. It makes driving more comfortable.
- 【Lifetime Map Updated for Free】XGODY 7-inch gps navigation for car is pre-installed with the latest 2023 North America maps, including US Canada Mexico maps with 2D/3D map display. If you need to update the latest maps, please contact us to download. (Maps available for download but not pre-installed: Europe, South America, Australia, etc.)
- 【Intelligent Navigation System】Smart Car Navigator provides you with speed warnings so you can easily avoid tickets; Car Navigator can identify nearby POIs such as gas stations, rest areas, etc. Speed information, remaining distance and arrival time will be displayed on the navigator to give you a better driving experience.
- 【Customized navigation routes】Smart GPS can customize your exclusive route according to your vehicle type, avoiding height and weight restrictions, traffic congestion routes, etc.; navigation supports multiple navigation modes - truck, car, bus, pedestrian, cab, bicycle, emergency, etc., for your diverse trips and escorts.
- 【2.5D screen car navigation】The first 2.5D curved curved screen with a wider viewing angle, a more visible screen and better light transmission, allowing clear mapping even in sunlight.
- 【After Sales Service】XGODY navigation, supports 1-year warranty and 30-day money-back guarantee, providing you with high-quality after-sales service. If you have any questions about the product, please contact us via Amazon message, we will reply you within 24 hours.
- 📱 Wireless CarPlay/Android Auto: Effortlessly connect your smartphone wirelessly to apple carplay and Android Auto for a cable-free experience. And you can easily make/answer phone calls, listen to music, GPS navigation, integrating smart voice control via Siri and Google Assistant.And our car stereo is perfect for busy commuters, road trips, and staying connected on the go.
- 🎥4K Front & 1080P Backup Cameras for car: Our wireless carplay is equipped with two cameras , which support HD night vision.With the built-in 4K dash camera, you can enjoy a breathtakingly clear and detailed front view, ensuring that every moment on the road is recorded in stunning 4K resolution.Also our wireless carplay will display and record the image behind the car automatically when the vehicle shifts into reverse.64G SD card is included.(Tips: The card is already in the screen slot)
- 🎥Loop recording and G-sensor: The loop recording ensures that your carplay screen can automatically save videos while you're driving and will overwrite the old recordings if the card is full. And in the event of a sudden movement, the collision sensing function will quickly lock the video, preventing it from being overwritten by other recordings. This ensures easy access to find important footage when you need.
- 🌞 Optical Sensor Lens: The front camera of the apple car play screen for car features an optical sensor lens, adjusting light and dark modes based on ambient light changes. This ensures a stable and clear field of vision, protecting your eyes from extreme lighting conditions.Whether you are driving to enter a tunnel or under the sun, the car screen can automatically adjust the brightness mode to provide you with a clear view.
- 📲 Wireless AirPlay & Android Cast: Experience wireless screen mirroring for both IOS and Android phones on 9-inch HD touchscreen display with a high resolution of 1024*600. You can enjoy videos while taking a break or let your kids watch cartoons quietly on the your trip.(Tips：Doesn’t support Netflix)
- [9 Inchs Touch Screen] MRSXWPY GPS navigation for car truck comes with 9 inchs large touchscreen to help you keep a clear view of everything, which providing a better visual experience for safer driving. Bright, easy to read and responsive to touch input. Perfect for trucker and seniors. Thanks to the free suction cup and the glued holder can the GPS navigator for car be mounted not only on the windshield but also on the dashboard. Nice gift for family and friend!
- [Trusted Driving Assistant] Whether entering addresses, coordinates or POIs (such as parking lot, supermarket), the GPS navigation for car can plan fast, green, economical and easy routes for you. It also supports saving favorites and stops to provide you with alternative routes at any time. The current speed, arrival time and remaining distance are also informed by the truck GPS navigation. Powerful and Practical!
- [Free Lifetime Map Updates] 2024 offline maps for 101 regions of the United States, Canada, Mexico are all pre-installed in the handheld GPS unit for immediate use. The map view mode can be displayed in 2D or 3D of Miles/Feet&Miles/Yards&Kilometres/Metres. Lifetime map updates without any additional costs are provided by us so that the maps in the GPS navigator for car are always up to date.
- [HELPFUL WARNINGS] Easy-to-understand voice guides in 44 different languages accompany you on your journey. These provide you with driving warnings such as upcoming intersections, sharp turns, downhill sections, speed limits, and high-speed cameras. You can hear louder drive alerts from the car radio via the FM transmission of navigation system. Reach your destination more Secure, more Accurately.
- [Suitable for 7 Vehicle Modes] The GPS navigator is compatible with most 12V-24V vehicles such as car, truck, bus, taxi, bicycle, pedestrian and emergency, even for RV, Semi truck, Motorhome, Caravan, Commercial Drivers. It is not only a navigation, but also an e-book reader, music, video and photo player. Enjoy movies and music easily during your downtime!
- 🚕【Customize Route】①Support 4 route options: fast/green/short/easy. ②car gps supports multiple navigation modes: cars, trucks, buses, cabs, bicycles, emergency vehicles and pedestrians. ③Truck GPS can customize routes based on the weight, length, height, and width of the vehicle to avoid roads with width/height/weight restrictions.
- 🚕【Intelligent Voice Prompts】Car gps navigation system with turn-by-turn voice navigation function (multi-language version, real voice broadcast). Intelligent error correction, if the route is wrong, the system will automatically generate a new route. You can also transmit the navigation audio to the car stereo through the FM volume up function (without radio), which can get louder voice instructions and reduce fatigue driving.
- 🚕【Car GPS Function】①Support zip code, address, coordinates, favorites and POI search; ②Provide current speed camera reminder, route planning, road name announcement, current speed and lane assistance, display the remaining distance, inform the estimated arrival time and other functions; ③gps device relies on GPS signals, even in the absence of the network can provide you with accurate navigation.
- 🚕【Free Lifetime Map Updates】The vehicle GPS has been preloaded with the latest 2024 maps for the United States, Canada, and Mexico. You can also contact us to download maps for other regions such as Europe and UK. If you need to update the map, you can visit the official website or contact us to download.
- 🚕【Gifts & Services】Packing List: ① CE and RoHs certified GPS Navigator ② Car Charger ③ USB Cable ④ Suction Cup Mount ⑤ Rear Bracket ⑥ Sunshade ⑦ User Manual . We offer 1 year warranty to provide you with high quality after-sales service. If you have any questions about the product, please feel free to contact us.
Last update on 2024-06-18 / Affiliate links / Images from Amazon Product Advertising API
This product presentation was made with AAWP plugin.
SEOCONTENT-START
Bulletin Number: 15-228-18R; Revised: 11/18/19 Page 1 of 3 NUMBER: 15-228-18R DATE: 08/21/18 REVISED: 11/18/19 APPLICABILITY: 2017-20MY Impreza 2018-20MY Crosstrek 2018-19MY Legacy and Outback 2019-20MY WRX and WRX STI 2019-20MY Ascent 2018-20MY BRZ 2019-20MY Forester SUBJECT: Harman Audio / Infotainment: Display Screen Freeze-Up or Black (Blank) Concerns 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… SERVICE BULLETIN ATTENTION: GENERAL MANAGER q PARTS MANAGER q CLAIMS PERSONNEL q SERVICE MANAGER q IMPORTANT – All Service Personnel Should Read and Initial in the boxes provided, right. © 2018 Subaru of America, Inc. All rights reserved. INTRODUCTION: This bulletin provides troubleshooting steps to follow when diagnosing a customer concern of the display screen being either frozen (unresponsive) or black (blank). Please start by completing the Harman Investigation Guide Questionnaire as it gathers important details which will help with diagnosis and will be required should the condition not be resolved by this troubleshooting. While completing the questionnaire, follow the question flow based on the customer concern. Answer each related question noting the results to each in detail while performing the diagnostics. Review the entire bulletin before beginning in order to understand the flow for the listed concern. If the concern you have is not listed, check the Service Manual “Infotainment (Diagnostics) > Diagnostics with Phenomena” section as a starting point. SERVICE PROCEDURE / INFORMATION: IMPORTANT: Always begin by checking for any open recalls or campaigns related to the audio or audio/navigation system. Any open recall or campaign must be completed first before proceeding with any further diagnosis. If the condition is resolved after completing the recall or campaign, no further action is required. If the condition remains after completing the recall or campaign update, continue to diagnose it with this bulletin procedure. REMINDER: Customer satisfaction and retention starts with performing quality repairs. 1) Always confirm the condition as reported by the customer. a. For screen lock-up or freeze symptoms, follow Steps b-g below. If concern is a black or blank head unit display, proceed to Step 2. Bulletin Number: 15-228-18R; Revised: 11/18/19 Page 2 of 3 Continued… b. Can the “freeze” condition be duplicated? If so, please note the steps necessary to duplicate. IMPORTANT: Always confirm the protective film has been removed from the touch screen before proceeding further. c. Describe the behavior seen during the freeze: Is audio output present? What screen is the system stuck on (e.g. STARLINK splash, Home screen, Phone screen, Map display, etc.)? d. How long was the system running for before the freeze was observed? Was the screen frozen immediately at start up or after using the system for an extended period of time (If so, specify roughly how long.)? e. When using the Hard Keys (see image below), does the system respond when pressing any of these? If yes, go to (g) below. (Image above shows hard keys for 2017 Impreza. Design will vary by model and vehicle line.) f. Try using the steering wheel controls (e.g. volume, source, voice recognition (VR), etc.) as shown below. Does the system respond when pressing any of these? (Image to the right shows steering wheel controls for 2017 Impreza. Design will vary by vehicle line.) g. If the system responds to hard keys and/or steering wheel control inputs, try swapping the head unit from a known good vehicle. If the swapped unit operates normally, request an exchange component. IMPORTANT CAUTION: Always disconnect the Telematics Data Communication Module (DCM) BEFORE any swapping of head units. DCMs must NEVER be swapped or the customer’s services will not function and DCM replacement may be required to resolve. h. If the issue persists with a swapped unit installed, follow the Service Manual basic diagnostic procedure for “SCREEN FREEZES AND DOES NOT ACCEPT ANY OPERATION ENTRY”. Bulletin Number: 15-228-18R; Revised: 11/18/19 Page 3 of 3 2) If a black or blank screen is displayed on the head unit, follow the Service Manual basic diagnostic procedure for “SCREEN IS BLACKED OUT, OR THE SCREEN IS NOT DISPLAYED”. If the cause for the condition cannot be determined by following the Service Manual procedure, try swapping the head unit with a known good unit. If the swapped unit operates normally, request an exchange component. IMPORTANT CAUTION: Always disconnect the Telematics Data Communication Module (DCM) BEFORE any swapping of head units. DCMs must NEVER be swapped or the customer’s services will not function and DCM replacement may be required to resolve. If the above steps do not resolve the customer’s concern with lock-up / freeze or black / blank head unit screen display, complete a fresh Harman Investigation Guide Questionnaire documenting the customer’s concern and the results of each diagnostic step in this bulletin. If possible, capture a video of the condition then contact the SOA Techline to review for next steps. Techline will request you send the completed questionnaire, step by step bulletin results and any videos of the condition. WARRANTY / CLAIM INFORMATION: For vehicles within the Basic New Car Limited Warranty period or covered by an active Subaru Added Security Gold plan, this repair may be submitted using the following claim information: Labor Description Labor Operation # Labor Time Fail Code H/U Type HARMAN DISPLAY SCREEN TROUBLESHOOTING A031-171 0.6 ZRM-43 Base ZRN-43 Plus / Mid ZRO-43 High (w/ Navi) 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.
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SEOCONTENT-END
