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 STI2019-20MY 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 โInfotainment (Diagnostics) > Diagnostics with Phenomenaโ 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 โfreezeโ 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 customerโs 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 โSCREEN FREEZES AND DOES NOT ACCEPT ANY OPERATION ENTRYโ.
2) If a black or blank screen is displayed on the head unit, follow the Service Manual basic diagnostic procedure for โSCREEN IS BLACKED OUT, OR THE SCREEN IS NOT DISPLAYEDโ. 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 customerโs services will not function and DCM replacement may be required to resolve.
If the above steps do not resolve the customerโs concern with lock-up / freeze or black / blank head unit screen display, complete a fresh Harman Investigation Guide Questionnaire documenting the customerโs 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
MC-10168567-0001.pdf 540.477KB
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
MC-10160496-9999.pdf 535.337KB
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
MC-10146470-9999.pdf 557.719KB
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
MC-10144886-9999.pdf 556.862KB
- Bright, high-resolution 5โ 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
- 7โ 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 tripโready 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
- 8โ navigator with high-resolution, dual-orientation display and map updates of North America .Special Feature:Large 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 tripโready 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, weather, parking and smart notifications when you pair this navigator with your compatible smartphone running the Garmin Drive app
- ใ2026 Lifetime Free Map UpdatesใThis premium car GPS comes preloaded with the latest maps for North America (United States/Canada/Mexico). Enjoy lifetime free map updates + downloadable maps for the EU/UK
- ใ9โInch Large Touchscreen DisplayใOffers 30% more screen area than 7โinch models, enhancing visibility. Easily switch between 2D/3D views and day/night modes for a comfortable driving experience
- ใActive Safety AlertsใProvides realโtime warnings for speed limits, school zones, sharp curves, and more. Clearly displays realโtime estimated arrival time/distance
- ใSmart VehicleโSpecific RoutingใCustomize your route based on the type and size of your vehicleโideal for cars, vans, RVs, buses, or trucks. Avoids restricted roads by factoring in height, width, and weight limits
- ใComplete ReadyโtoโUse KitใIncludes 9โinch car GPS device, car charger, USB cable, dashboard mount, and user manual
- ใ9 Inch Large DisplayใThe 9 inch CarPlay screen for car features a full HD touchscreen, providing clearer maps, calls, and music controls. The wide display improves visibility, making driving safer and more convenient while offering a smarter upgrade for any vehicle.
- ใWireless CarPlay & Android AutoใThis portable CarPlay screen supports wireless CarPlay and Android Auto, letting you easily access navigation, calls, messages, and music without cables. Enjoy hands-free control through your smartphone while staying focused on the road.
- ใGPS Navigation & Voice ControlใThe CarPlay screen offers built-in GPS navigation support and voice control compatibility. Quickly find routes, play music, and send messages with Siri or Google Assistant, ensuring smarter, safer driving without distractions.
- ใMirror Link & Multiple Audio OptionsใThe CarPlay screen supports phone mirror link plus 4 audio output modes: FM transmission, AUX, Bluetooth, and built-in speaker. This portable car play screen ensures flexible, high-quality sound in any car audio system.
- ใEasy Plug & Play InstallationใThe portable CarPlay screen connects via cigarette lighter and installs in seconds with a stable suction-cup base. No complicated wiring is requiredโjust plug and play for a simple, reliable, and convenient car upgrade.
Last update on 2026-05-27 / 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. ยฉ 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 โInfotainment (Diagnostics) > Diagnostics with Phenomenaโ 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 โfreezeโ 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 customerโs 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 โSCREEN FREEZES AND DOES NOT ACCEPT ANY OPERATION ENTRYโ. 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 โSCREEN IS BLACKED OUT, OR THE SCREEN IS NOT DISPLAYEDโ. 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 customerโs services will not function and DCM replacement may be required to resolve. If the above steps do not resolve the customerโs concern with lock-up / freeze or black / blank head unit screen display, complete a fresh Harman Investigation Guide Questionnaire documenting the customerโs 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: โข 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. โข Always check for any open recalls or campaigns anytime a vehicle is in for servicing. โข Always refer to STIS for the latest service information before performing any repairs.
**************************************************************************************************************
SEOCONTENT-END