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NHTSA ID Number: 10233908
Manufacturer Communication Number: 15-226-18R
Summary
This bulletin provides troubleshooting steps to follow when diagnosing customer concerns regarding USB functionality. (All models equipped with Harmon Audio/Navigation head units).
NUMBER: 15-226-18R
DATE: 08/21/18
REVISED: 03/27/23
APPLICABILITY: | All Models Equipped with Harman Audio / Navigation Head Units |
SUBJECT: | Harman Audio / Infotainment: Troubleshooting USB Functionality Concerns |
INTRODUCTION:
This bulletin provides troubleshooting steps to follow when diagnosing customer concerns regarding USB functionality. 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:
REMINDER: Customer satisfaction and retention starts with performing quality repairs.
1) Always confirm the condition as reported by the customer.
2) This section addresses USB detection symptoms.
a. Confirm the USB is recognized (USB icon appears) on the Media screen as shown in the figure below.
b. If the USB is not recognized, follow Service Diagnostic Mode from the Service Manual:
i. Turn the ignition switch to ACC.
ii. Press the “TUNE/SCROLL” button six times while pressing the “HOME” button.
1. SERVICE INSPECTION:
a. CONNECTION
i. On Service Menu, press “Connection” to display the list of items.
ii. OK: Each device is connected properly.
iii. NG: Connection is not established, or connection status (possibly including the related harness) is faulty.
NOTES:
- The USB connection showing “NG” when no USB device is connected to USB ports is normal.
- If the concern involves “CarPlay not working”, make sure a genuine Apple cable is used. In some cases, aftermarket cables may cause connection issues.
- If the concern involves “Android Auto not working”, try using another cable since Android phones do not require use of a genuine cable.
c. Do other USB devices work in the suspect vehicle? If yes, check the USB device’s operation in another like vehicle.
d. Please provide detailed information regarding the USB device (brand, device type, file system, types of files on device, etc.).
3) This section addresses issues related to Apple CarPlay and/or Android Auto not launching consistently due to poor connectivity to USB Media.
New firmware has been released to enhance connectivity for Auxiliary Terminal part numbers used with MID and HIGH level head units.
NOTE: The BASE model utilizes a different Auxilliary Terminal part number which is not affected.
How to determine if the Auxiliary Terminal is pre- or post-countermeasure (CM):
4) If the above steps do not resolve the customer’s concern with USB functionality, 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 the next steps. Techline will request you send the completed questionnaire, step-by-step bulletin test results and any videos of the condition.
1 Affected Product
Vehicle
1 Associated Document
Manufacturer Communications
NUMBER: 15-226-18R
DATE: 08/21/18
REVISED: 03/27/23
NHTSA ID Number: 10168563
Manufacturer Communication Number: 15-226-18R
Summary
This bulletin provides troubleshooting steps to follow when diagnosing customer concerns regarding USB functionality. 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: 15-226-18R
DATE: 08/21/18
REVISED: 11/15/19
MC-10168563-0001.pdf 592.593KB
NHTSA ID Number: 10146468
Manufacturer Communication Number: 15-226-18R
Summary
This bulletin provides troubleshooting steps to follow when diagnosing customer concerns regarding USB functionality. 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: 15-226-18R
DATE: 08/21/18
REVISED: 09/05/18
MC-10146468-9999.pdf 552.232KB
NHTSA ID Number: 10144884
Manufacturer Communication Number: 15-226-18
Summary
This bulletin provides troubleshooting steps to follow when diagnosing customer concerns regarding USB functionality. 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: 15-226-18
DATE: 08/21/08
MC-10144884-9999.pdf 551.695KB
- High-speed USB 3.0 performance of up to 150MB/s(1) [(1) Write to drive up to 15x faster than standard USB 2.0 drives (4MB/s); varies by drive capacity. Up to 150MB/s read speed. USB 3.0 port required. Based on internal testing; performance may be lower depending on host device, usage conditions, and other factors; 1MB=1,000,000 bytes]
- Transfer a full-length movie in less than 30 seconds(2) [(2) Based on 1.2GB MPEG-4 video transfer with USB 3.0 host device. Results may vary based on host device, file attributes and other factors]
- Transfer to drive up to 15 times faster than standard USB 2.0 drives(1)
- Sleek, durable metal casing
- Easy-to-use password protection for your private files(3) [(3)Password protection uses 128-bit AES encryption and is supported by Windows 7, Windows 8, Windows 10, and Mac OS X v10.9 plus; Software download required for Mac, visit the SanDisk SecureAccess support page]
- What You Get - 2 pack 64GB genuine USB 2.0 flash drives, 12-month warranty and lifetime friendly customer service
- Great for All Ages and Purposes – the thumb drives are suitable for storing digital data for school, business or daily usage. Apply to data storage of music, photos, movies and other files
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- Transfer speeds up to 10x faster than standard USB 2.0 drives (4MB/s); up to 130MB/s read speed; USB 3.0 port required. Based on internal testing; performance may be lower depending upon host device. 1MB=1,000,000 bytes
- Backward compatible with USB 2.0
- Secure file encryption and password protection(2)
- USB 3.1 flash drive with high-speed transmission; store videos, photos, music, and more
- 128 GB storage capacity; can store 32,000 12MP photos or 488 minutes 1080P video recording, for example
- Convenient USB connection
- Read speed up to 130MB/s and write speed up to 30MB/s; 15x faster than USB 2.0 drives; USB 3.1 Gen 1 / USB 3.0 port required on host devices to achieve optimal read/write speed; backwards compatible with USB 2.0 host devices at lower speed
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- Performance/speed: Read speeds up to 100MB/s
- Compatibility: USB 3.0 and USB 2.0
- SanDisk Secure Access Software Keeps Files Private
- Operating temperature-32 - 113 degree Fahrenheit (0 – 45 degree Celsius)
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- ALWAYS CONNECTED: USB-C is compatible across devices, including laptops, tablets, phones and cameras, with enough space for 63,730 photos or maximum 12 hours of 4K video; With up to 256GB of storage space, this pocket-sized thumb drive comes in handy wherever you go
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- [Great Value Package Offer]: 5 Pack USB 2.0 Flash Drive 8GB Available in 5 different colors - Black Blue Green Red Silver. The different colors can help you to store different content.
- [Plug and Play]: No need to install any software, Just plug in and use it. The metal clip rotates 360° round the ABS plastic body which. The capless design can avoid lossing of cap, and providing efficient protection to the USB port.
- [Compatibilty and Interface]: Supports Windows 7 / 8 / 10 / Vista / XP / 2000 / ME / NT Linux and Mac OS. Compatible with USB 2.0 and below. High speed USB 2.0, LED Indicator - Transfer status at a glance.
- [Suitable for All Uses and Data]: Suitable for storing digital data for school, business or daily usage. Apply to data storage of music, photos, movies, software, and other files.
- [Warranty Policy]: 12-month warranty, our products are of good quality and we promise that any problem about the product within one year since you buy, it will be guaranteed for free.
- 10 Pack USB Sticks: 10 pieces of USB flash drives are fit for a variety of scenarios. Whether the flash drives USB are used as school supplies for high school students to backup data storaged in USB jump drives or music USB flash drive for car, zip drive can meet the basic storage needs. USB drive pack of 10 has a higher cost performance. USB flash drive pack of 10 is suitable for ordinary users with appropriate needs, but also for special groups such as companies, schools or other organizations that need a large number of U disks. In short, thumb drives can meet the needs of different customers.
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- Portability: The small hole on the thumbdrive USB is designed for lanyards, which is convenient to carry. Besides, the USB flash drive keychain can also be tied through the small hole to prevent loss. This design is very thoughtful and reflects the humanized design concept of the memorias USB flash drive.
- Plug and Play: You can use the computer storage flash drive immediately for data storage or backup without any additional installation after inserting it into the computer. This plug and play feature makes the laptop storage drive a very convenient external ssd. You can copy the required data files to the external drive at any time without worrying about computer system compatibility issues. In addition, the design of the external flash drive enables it to be quickly recognized by the system after being inserted into the computer. Overall, the plug and play nature of USB memory stick has made them very popular portable ssd.
- FAT32 format: The default system format for 8GB flash drive is FAT32. FAT32 USB flash drive is widely applicable, such as in televisions, DVD players, vehicles, printers, embroidery machines, etc. Be patient if you have problems with system recognition. It may take some time for initial recognition, but it will happen.
- [Dual Flash Drive] This 2-in-1 USB flash drive is designed with a Type-C plug and a USB-A plug at each end, working across all your Type-C Android phones, iPhone 15/15 Pro/15 Pro Max, tablets, iPad Pro, Macs and USB-A computers, game consoles, car audios, and more
- [Fast Speed] Optimizing the USB 3.0 technology, this USB-C flash drive fast transfers and backs up your high-res photos, videos, music, and heavy files at a read speed of up to 70MB/s and a write speed of up to 20MB/, 10X faster than USB 2.0 flash drives
- [Wide Use] This Type-C flash drive supports Windows, Android, Linux, and Mac OS, and is backward compatible with USB 2.0 ports. Plug and play, no need to install any software, working seamlessly with USB-C and USB-A devices
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- [Compact and Portable] Constructed in a mini size of 63.5x17.8x8.4mm/2.5x0.7x0.3inch, this slim USB-C thumb drive can fit into your pocket or backpack, letting you enjoy the instant large capacity at any time
SEOCONTENT-START
Bulletin Number: 15-226-18R; Revised: 03/27/23 Page 1 of 4 NUMBER: 15-226-18R DATE: 08/21/18 REVISED: 03/27/23 APPLICABILITY: All Models Equipped with Harman Audio / Navigation Head Units SUBJECT: Harman Audio / Infotainment: Troubleshooting USB Functionality 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 customer concerns regarding USB functionality. 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. Please apply the information captured in the checklist to the Harman Investigation Guide Questionnaire. 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: Please complete checklist provided at the end of the document and keep it available for future reference. REMINDER: Customer satisfaction and retention starts with performing quality repairs. 1) Always confirm the condition as reported by the customer. 2) This section addresses USB detection symptoms. a. Confirm the USB is recognized (USB icon appears) on the Media screen as shown in the figure to the right. Bulletin Number: 15-226-18R; Revised: 03/27/23 Page 2 of 4 Continued… b. If the USB is not recognized, follow Service Diagnostic Mode from the Service Manual: i. Turn the ignition switch to ACC. ii. Press the “TUNE/SCROLL” button six times while pressing the “HOME” button. 1. SERVICE INSPECTION: a. CONNECTION i. On Service Menu, press “Connection” to display the list of items. ii. OK: Each device is connected properly. iii. NG: Connection is not established, or connection status (possibly including the related harness) is faulty. NOTES: • The USB connection showing “NG” when no USB device is connected to USB ports is normal. • If the concern involves “CarPlay not working”, make sure a genuine Apple cable is used. In some cases, aftermarket cables may cause connection issues. • If the concern involves “Android Auto not working”, try using another cable since Android phones do not require use of a genuine cable. c. Do other USB devices work in the suspect vehicle? If yes, check the USB device’s operation in another like vehicle. d. Please provide detailed information regarding the USB device (brand, device type, file system, types of files on device, etc.). 3) This section addresses issues related to Apple CarPlay and/or Android Auto not launching consistently due to poor connectivity to USB Media. New firmware has been released to enhance connectivity for Auxiliary Terminal part numbers used with MID and HIGH level head units. NOTE: The BASE model utilizes a different Auxilliary Terminal part number which is not affected. 4) If the above steps do not resolve the customer’s concern with USB functionality, 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 the next steps. Techline will request you send the completed questionnaire, step-by-step bulletin test results and any videos of the condition. Bulletin Number: 15-226-18R; Revised: 03/27/23 Page 3 of 4 Continued… USB FUNCTIONALITY CONCERNS AND TROUBLESHOOTING CONCERN CHECKLIST Repair Order Date: Vehicle Identification Number (VIN): 1. Condition confirmed as reported by the customer? NO: YES: Concern details: 2. Is the cable used to connect the phone OEM? NO: YES: 3. Head Unit software version: 4. Is the USB recognized? NO: YES: 5. Does the USB connection show “NG”? NO: YES: 6. Are other USB devices recognized and work properly? NO: YES: 7. Has USB device been tested using a like vehicle? NO: YES: 8. USB device details: brand , type , file system ,USB hub 9. Part Number: Date Code: Bulletin Number: 15-226-18R; Revised: 03/27/23 Page 4 of 4 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 USB TROUBLESHOOTING A850-873 0.5 ZLI-43 Base, Mid & High 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
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