Error Code 202 and / or 204 Generated During Gen 2 Telematics Subscription Process – 2019-2023 Subaru

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Bulletin Number: 15-219-18R; Revised 02/28/23 Page 1 of 6 NUMBER: 15-219-18R DATE: 06/21/18 REVISED: 02/28/23 APPLICABILITY: All 2019-23MY Vehicles with Gen 2 Telematics SUBJECT: Error Code 202 and / or 204 Generated During Gen 2 Telematics Subscription Process 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: When attempting to complete the STARLINK Telematics subscription process, an Error Code 202 and / or 204 may occur preventing the process from completing successfully. These codes both relate to the multi-stage CommCheck process which introduces the Data Communications Module (DCM) to the AT&T cellular network the Telematics system operates on. The Telematics Service Provider (TSP) cannot communicate with the vehicle (DCM) until the CommCheck completes successfully. Use the table below to determine Telematics system / generation applicability. SERVICE PROCEDURE / INFORMATION: VERY IMPORTANT: Any Technician or other retailer personnel who, despite service documentation and training to the contrary, performs a DCM swap on a subscribed vehicle should NEVER release that vehicle back to the customer until after confirming the proper operation of the Telematics system. If the issue is first discovered only after the vehicle has been released to the customer, then the retailer MUST contact the customer immediately to inform the customer the ACN/AACN feature may not be functioning properly, and that the vehicle must be returned for inspection as soon as possible. NOTE: A flow chart to use as an additional diagnostic reference tool has been provided in “APPENDIX A” beginning on pg. 5. Bulletin Number: 15-219-18R; Revised 02/28/23 Page 2 of 6 Continued… All DCMs have the CommCheck process completed during Pre-Delivery Inspection (PDI) at either the factory end-of-line or the ports. CommCheck is then confirmed at the Retailer during their PDI. The following factors should be considered as potential causes of the current condition (error codes). One of the possible causes listed below (e.g. DCM was swapped) will require review of the vehicle history since receipt at the allocated Retailer. • CommCheck was not completed successfully. • DCM has lost power and / or ground connection. • DCM is unable to establish network connection to complete CommCheck. • DCM was swapped between this vehicle and some other(s). DCM is now disabled. • Local conditions preventing network communications (no clear cellular signal available). • Network conditions preventing communication (DCM sim not recognized or otherwise prevented from making network connection). • Failure of data flow between DCM Vendor, AT&T, SOA, TSP, or some combination thereof. INSPECTION PROCEDURE: Error Code 202: User sees (actual error message contents): “Successful CommCheck notification for this vehicle has not been received. Please have your Service Department confirm CommCheck has been completed. Reference bulletin 15-219-18R (Error Code: 202)”. • The Technician / Service Department should interpret this as: Potential CommCheck failure (Never initiated or Failed Early in Process). Error Code 204: User sees: “Basic Provisioning Set Up process failed for this VIN. Please inform your Service Department and reference bulletin 15-219-18R (Error Code: 204)”. • The Technician / Service Department should interpret this as: Potential CommCheck failure (Late Process Failure). Step 1. Turn the ignition ON- (Key ON/ Engine OFF) and turn the headlamps OFF. Note which of the STARLINK Telematics lamp(s) are ON (illuminated) or OFF (not illuminated). There are two lamps, one GREEN and one RED in between the SOS and “i” buttons. Note the lamp status here. LAMP COLOR ON OFF RED GREEN Step 2. Lamp Status: a. If BOTH lamps are OFF, press the SOS button briefly. Do you hear the pre-recorded message “Not currently subscribed to STARLINK please visit mySubaru.com to upgrade your service”? i. If YES, note that the DCM has been Com Checked and proceed to Step 4. ii. If NO, proceed to Step 3. b. If BOTH lamps are ON, possible communications failure. Proceed to Step 3. c. If the RED lamp (only) is ON, note possible internal DCM failure. Proceed to Step 4. Bulletin Number: 15-219-18R; Revised 02/28/23 Page 3 of 6 Continued… d. If the GREEN lamp (only) is ON, press the SOS button. Do you hear the pre-recorded message, “Not currently subscribed to STARLINK please visit mySubaru.com to upgrade your service” or does a STARLINK operator answer? i. If pre-recorded message is played, the DCM is Com Checked but not provisioned. Jump ahead to Step 4. ii. If a STARLINK operator answers, inform them this is a test and end the call. Wait 1 minute. Press the “i” button and confirm if a Roadside Support operator answers. 1. If a Roadside Support operator answers, inform them this is a test and end the call. The vehicle is successfully provisioned and no further action is needed. Inspection procedure is complete. Skip ahead to Step 6. 2. If a Roadside Support operator does not answer, Proceed to Step 4. Step 3. Press ONLY the blue “i” Button. Is the pre-recorded message: “Not currently subscribed to STARLINK, please visit mySubaru.com to upgrade your service” heard? a. If YES, CommCheck complete, proceed to Step 5. b. If NO, Proceed to Step 4. Step 4. Collect 10 seconds of DCM data using SSM4. a. Always confirm the SSM4 can communicate with the DCM. If no communication is possible, verify power supply and ground before proceeding. b. Retrieve any DTCs from the DCM. If DTCs are current, follow the applicable Service Manual diagnostic procedure. c. Confirm the VIN PID in the DCM data is populated with the Vehicle VIN. (NOTE: VIN in SSMIII will be shown in hexadecimal format.) i. A blank VIN PID is an indicator of a current Error 204 since this field will only populate after the CommCheck is completed and the initial provisioning message is received. d. Note the subscription status as displayed in the SSM4 data: (e.g. Factory / ComCheck / Subscribed / Unsubscribed). i. If Factory mode indicated, contact Techline. ii. If CommCheck is indicated, this is an indication CommCheck is in progress. If after 45 minutes, the status still indicates CommCheck, contact Techline. iii. If Unsubscribed is indicated, no LEDs should be illuminated. If any LED is illuminated contact Techline, otherwise proceed Step 5. iv. If Subscribed is indicated, the Green LED should be lit. Proceed Step 6. IMPORTANT NOTE: When sending data to Techline, the Representative will ask for information from a label located on the outside of the DCM. Remove the DCM following the procedure in the applicable Service Manual. Take a clear picture of DCM label and have it available to send to Techline when requested along with the project file. Bulletin Number: 15-219-18R; Revised 02/28/23 Page 4 of 6 Continued… Step 5. If all vehicle-side checks are successful, Retailer personnel responsible for the subscription / enrollment process should attempt the enrollment process again. If same code(s) continue to set, contact Techline for further assistance. If enrollment is successful- DONE. Step 6. If all vehicle-side checks have found the DCM to have been successfully CommChecked and Subscription Status is “Subscribed,” confirm operation of remote services by executing a remote service request (e.g. a remote engine start) with the help of the customer. If the remote service request completes successfully, this confirms the Telematics system is performing as expected and can be released back to customer. If any remote service fails to execute or, the Red LED illuminates, contact Techline for further assistance. NOTE: The only effective way to confirm repair of a Telematics concern is to verify operation of remote services through execution by using the MySubaru Mobile App or the MySubaru customer web portal. Using the SOS button or i-Button successfully should in no way be considered a full or functional test of remote services. There are many conditions which can occur that will still allow the SOS and/or “i” button to function and reach a STARLINK operator although, some or all of the remote services may not function. Remote service operational status can only be confirmed by execution of a remote service request through either the MySubaru APP or the customer web portal. 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 2019MY TELEMATICS COM CHECK A067-903 0.4 ZRT-85 TELEMATICS DATA COMMUNICATION MODULE R&R B067-901 0.5 ZQQ-43 TELEMATICS SYSTEM TESTING & DIAGNOSIS C067-900 0.4 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. Bulletin Number: 15-219-18R; Revised 02/28/23 Page 5 of 6 Continued… “Appendix A” Green LED only on? Red LED only on? The call goes through and connects to a STARLINK operator. Nothing happens or the message “Not currently subscribed to STARLINK, please visit mySubaru.com to upgrade your service” is heard. Try Subscription process again noting any error messages or if subscription fails to complete successfully. Contact Techline to continue diagnosis. Have a picture of the DCM label and 10 Seconds of SSM4 Telematics data prepared and ready to submit. If Vehicle is Subscribed, perform a remote service request operation before releasing vehicle. Key On, Take note of Telematics LED lamps. Push SOS Button. Confirm the VIN PID in the DCM data matches the vehicle VIN. No LEDs on? Push SOS Button. Is the message heard “Not currently subscribed to STARLINK, please visit mySubaru.com to upgrade your service”? No Yes Both Red and Green LEDs on? The message: “Not currently subscribed to STARLINK, please visit mySubaru.com to upgrade your service service”. IS HEARD The message: “Not currently subscribed to STARLINK, please visit mySubaru.com to upgrade your service service”. IS NOT HEARD Push i Button. Subscription SUCCESS Subscription FAILURE Vehicle is successfully CommChecked or Subscribed. Confirm DCM power, ground and SSM4 communication. Collect a picture of the DCM label and 10 seconds of SSM4 Telematics data prepared and ready to submit if contacting Techline is necessary A B Bulletin Number: 15-219-18R; Revised 02/28/23 Page 6 of 6 Subscription Status displayed in the SSM4 data: VIN IS populated. VIN IS NOT populated. Subscription SUCCESS Subscription Status = CommCheck If Vehicle is Subscribed, perform a remote service request operation before releasing vehicle. Subscription Status = Unsubscribed Subscription Status = Subscribed Subscription Status = Factory Contact Techline to continue diagnosis. Have a picture of the DCM label and 10 Seconds of SSM4 Telematics data prepared and ready to submit. Vehicle is successfully CommChecked or Subscribed. Try Subscription process again noting any error messages or if subscription fails to complete successfully. Subscription FAILURE A B

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