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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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- Easy to use 6.95” GPS navigator.Display resolution 1024 x 600 pixels.Control Method:Voice.Special Feature:Voice Assistant; Live Traffic And Weather; Traffic Cams And Parking; Hands-Free Calling; Smart Notifications; Tripadvisor,National Parks Directory; Garmin Real Directions; Driver Alerts; Find Places By Name; Check Up Ahead; Map Coverage.
- Simple menus and bright, easy to see maps
- Garmin Traffic suggests alternate routes. Backup camera compatible-yes (BC 30 or BC 40)
- Voice activated and ability to pair with a compatible smartphone for hands free calling
- HISTORY network of notable historic sites and U.S national parks directory
- Free Lifetime Map Updates: Plug and Play! The GPS navigator for car is preloaded with the 2024 latest North American maps, which include 101 regions in the United States, Canada, and Mexico. Free lifetime map updates, only one-time purchase, lifetime enjoyment. The map can be viewed in 2D/3D mode, and the units can be changed between miles/feet/yards and kilometers/meters.
- 【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. ④Support FM broadcast, but FM not mean FM radio, just for transferring the gps sound to your car.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).
- 【Reliable Car GPS】: GPS for car with helpful speed warnings, speed cameras, and traffic light notifications save you money on fines. You'll never miss a turn or make a risky lane change again with Lane Assist. The navigation system in 44 languages, with clear and easy-to-understand male and female voice guiding is your dependable travel companion. Connect the navigator to the car audio through FM for louder voice instruction.
- 【Professional GPS Navigation】 NAVRUF 9 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】NAVRUF GPS navigation supply regular maps upgrades and any question inquiry. USA local brand, established profe【Professional Solution】NAVRUF 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.ssional technician team in the United States, have been recognized by our customers.
- 🚗【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.)
- 🚕【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.
- 🚗【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.
- 🚕【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)
- 🚕【After-Sales Service】1 year warranty and 30 days money back guaranteed, you are guaranteed with a great quality of after-sales service. And Lifetime Warranty. If You Have Any Questions About The Product, Please Contact Us Via Amazon Message. We Will Reply You In 24 Hours.
- 🚗【Lifetime Map Update for Free】 UNSXHIT 9-inch GPS navigation Pre-installed North American maps (USA, Canada, Mexico) , provide with lifetime free map updates. if You Need Maps of Other Countries Please Contact Us Through Amazon.
- 🚗【Performance Upgrade】 9-Inch Large Screen Brings Better Visual Effects, using 2500mah Polymer Battery, 5v 2.5a -350cm Line Car Charger, CPU: Wince Mediatek2531. Built-in 8gb Rom 256mb Ram, Maximum Support 32g Extended Memory, Large Capacity Can Accommodate You Can Store Maps and Materials.
- 🚗【Personalized Language And VoiceAnnouncement】 Auto GPS navigation device for car truck with turn-by-turn voice navigation function, also with 29 national languages, 41 voice settings to choose from. Voice notification at upcoming intersections, sharp turns, downhill, speed limits and high speed cameras, vehicle GPS navigation system for car real-time tips for safe navigation and forward direction, no need to stare at the screen to avoid distraction, making your driving safer and easier.
- 🚙【Specialized Truck Route Navigation】 Truck GPS navigatorhas professional and intelligent truck road navigation optimization, customizing truck routes for your truck's size and weight, avoiding roads with width, height and weight restrictions. It will show you the nearest gas stations, quay port, stores, service areas on the map, with tips on exit turns, difficult intersections and road speed limits, increasing the safety of trucking and the accuracy of road driving.
- 🚗【After Sales Service】 We offer you 100% satisfaction with a 30-day hassle-free money-back guarantee. If you have any questions about the product, please contact us via Amazon Messages. We will get back to you within 24 hours
- 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
- Large 7” RV navigator offers a bright, high-resolution touchscreen to easily view your route and map updates of North America (With map coverage of the U.S., Mexico, Canada, Puerto Rico, U.S. Virgin Islands, Cayman Islands and Bahamas).Control Method:Remote
- Find the best roads for your RV with custom routing for the size and weight of your RV or trailer (Not available in all areas. Entering your RV or trailer profile characteristics does not guarantee your RV’s characteristics will be accounted for in all route suggestions. Always defer to all posted road signs and road conditions)
- Access a preloaded directory of RV parks and services, Tripadvisor traveler ratings and content from Ultimate Public Campgrounds, KOA, U.S. national parks directory, PlanRV and millions of new and popular points of interest from Foursquare
- Enjoy BirdsEye Satellite Imagery, which shows vivid aerial views to help with smooth arrival at your RV park or campground Discover the best spots along your route with trendy places suggestions, and find local places to visit and exciting activities to try near your current location with local spots recommendations
- See road warnings to help keep you aware of steep grades, sharp curves, weight limits and more.
- 【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.
- 【Latest Processor]】Car Navigation System Built-In 256Mb Cache Runs Twice As Fast As Regular GPS The High-Sensitivity Gps Module Uses The Latest Sirf-Atlas5 Chip Technology With Map Memory Capability, Positioning Only 30 Seconds - 1 Minute.
- 【Sensitive Touch】Car Gps Navigation 7-Inch Large Screen Brings Better Visual Effects And Is Prepared For The Elderly And Those With Poor Eyesight.A True High-Brightness Digital Screen, That Can See The Map Clearly Even Under The Sun.
- Real-Time Voice Broadcast】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.
- 【Lifetime Map Update for Free】 Pre-installed with the most up-to-date 101 regions, 58 languages 2021 maps in North America, provide with lifetime free map updates. Offer 100% Satisfaction - 30 Days Money Back And 90-Day Warranty.
- 【Portable Easy to Use】Packing List: ①Car Navigation ②Car Charger ③USB Cable ④Suction Cup Mount ⑤Clip Holder ⑥User Manual ⑦sunshade (Common questions and operates are in user manual, please read it carefully before or while you use your navigation. If you need further help, please feel free to contact us. )
- Free Lifetime Map Updates: Plug and Play! The navigation system is preloaded with the 2024 latest North American maps, which include 101 regions in the United States, Canada, and Mexico. Free lifetime map updates, only one-time purchase, lifetime enjoyment. The map can be viewed in 2D/3D mode, and the units can be changed between miles/feet/yards and kilometers/meters.
- GPS Navigation for Car: Thanks to the precise maps, your handheld GPS navigation can intelligently calculate ideal routes to your intended location. Destinations are simple to locate - by address, coordinates, or POI, such as a gas station or parking lot. Many intermediate objectives can be added. On the truck GPS screen, you may see useful information such as current speed, remaining distance to destination, and estimated arrival time.
- Reliable Car GPS: GPS for car with helpful speed warnings, speed cameras, and traffic light notifications save you money on fines. You'll never miss a turn or make a risky lane change again with Lane Assist. The navigation system in 44 languages, with clear and easy-to-understand male and female voice guiding is your dependable travel companion. Connect the navigator to the car audio through FM for louder voice instruction.
- GPS Navigation for Truck: Lehwey vehicle GPS for all 12-24V vehicles supports 7 navigation modes - Truck, Car, Bus, Pedestrian, Taxi, Bike and Emergency. The professional truck navigation mode is particularly impressive; by designing your route based on measurements (length, height, width), weight, axles, maximum speed, and load of your truck, you may avoid roads with height, width, and weight restrictions. You always arrive at your destination safely.
- Easy To Use: 9 inch touch screen RV GPS is larger than a smartphone screen, making it easier to read. This car navigation system runs smoothly, thanks to the Wince operating system, 8GB+256MB, and settings were child's play, even for the elderly. Built-in 2500mAh rechargeable Li-battery for extended power life; charges through car charger. There are numerous other features (pictures, videos, and multimedia) available.
- Practical Functios: No internet connection required, plug and play. After entering the address, coordinates and POIs, the gps navigator for car offers you short, fast, easy and green routes according to your choice. Moreover, adding stops and favorites and providing alternative routes is no problem. You can also get informations about the remaining distance, arrival time and current speed on the trucker gps for semi truck 2024
- Offline Map with Updates: Local location informations from gas stations to restaurants is at your fingertips, since the car gps comes preloaded with 2024 offline 101 maps for North American, including the United States, Canada, Mexico and many points of interest. Take your drive easily with the help of 2D/3D map view. What's more, the maps won't become outdated as you get lifetime map updates from us
- Speed Camera Warnings: The gps for car features fixed drive alerts to provide you with speeding, red light and lane change alerts. With clear and easy-to-understand female and male voice guidance in 44 languages, you can focus on the road ahead to keep driving safe. The built-in FM function enables the navigation system for vehicle and car audio connectivity for louder voice broadcast. Dependable travel companion
- 7 Vehicle Modes: Vehicle modes on the car gps navigation system can be selected as car, truck, bus, taxi, bicycle, pedestrian, emergency, and it is also suitable for RV, Semi and Caravan. The truck GPS supports route customization according to the vehicle’s weight, length, height and width, especially the truck route. The included suction cup and back clip allow you to mount the truck gps commercial drivers 2024 on the windshield or dashboard
- 7 Inch Touchscreen Car In-Dash Navigation GPS Units: GPS navigation for car is equipped with a 7 inch touch screen and a 2500mAh battery, which provide easy operation and ensure longer battery life. With the included car charger cable and Type-C cable you can charge the GPS not only in the car but also at home. It is also a multimedia. E-book, Player for music, video and photo are already installed in the handheld gps. More fun to drive
Last update on 2024-04-15 / 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