Harman Audio / Infotainment: Display Screen Freeze-Up or Black (Blank) Concerns – 2017-2019 Subaru

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).

 

14 Affected Products

Vehicles

MAKE MODEL YEAR
SUBARU ASCENT 2019
SUBARU BRZ 2018-2019
SUBARU CROSSTREK 2018-2019
SUBARU IMPREZA 2017-2019
SUBARU LEGACY 2018-2019
SUBARU OUTBACK 2018-2019
SUBARU WRX 2019
SUBARU WRX STI 2019

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.



NUMBER: 15-228-18R
DATE: 08/21/18
REVISED: 03/13/19

https://www.nhtsa.gov/recalls?nhtsaId=10160496

https://static.nhtsa.gov/odi/tsbs/2019/MC-10160496-9999.pdf

Download (PDF, 523KB)


NUMBER: 15-228-18R
DATE: 08/21/18
REVISED: 09/05/18

https://www.nhtsa.gov/recalls?nhtsaId=10146470

https://static.nhtsa.gov/odi/tsbs/2018/MC-10146470-9999.pdf

Download (PDF, 545KB)


NUMBER: 15-228-18
DATE: 08/21/18

https://www.nhtsa.gov/recalls?nhtsaId=10144886

https://static.nhtsa.gov/odi/tsbs/2018/MC-10144886-9999.pdf

Download (PDF, 544KB)


 

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Last update on 2019-10-11 / Affiliate links / Images from Amazon Product Advertising API

Last update on 2019-10-11 / Affiliate links / Images from Amazon Product Advertising API

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