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NHTSA ID Number: 10183710
Manufacturer Communication Number: 15-276-20
Summary
MySubaru App IOS Device Capatability
NUMBER: 15-276-20
DATE: 11/30/20
APPLICABILITY: | All Models with Gen1 and / or Gen2 Telematics |
SUBJECT: | Apple® / IOS Device Compatibility with MySubaru APP |
INTRODUCTION:
Telematics and Infotainment systems often provide unique challenges for Technicians trying to verify customer concerns. The number of different smartphone manufacturers and models available can complicate the diagnosis and operation of these systems. Adding even more variability are multiple operating systems, network provider customizations, and customer-installed applications (APPs) which are available and in use.
This document will focus on Apple devices and Telematics system operation. The customer’s primary interface for interacting with the Telematics System is their smartphone. Smartphone manufacturers, operating systems, network providers, and customer-installed APPs can occasionally be the leading cause of a Telematics operational concern. It is always recommended to confirm the customer’s problem with the customer’s equipment and another device for comparison to observe and diagnose the Telematics system’s operation accurately.
The Apple IOS is regularly updated to provide optimal functionality with the latest hardware and network services. As Apple releases the newest version of the IOS operating system, the oldest IOS and supported hardware usually moves forward. Subaru is also making regular updates to the MySubaru APP to provide customers with the best experience possible. As these operating systems are sunset (drop off), this directly impacts MySubaru App functionality on older devices or IOS. As SOA’s IT Team adjusts to the changing operating system environment, some customers may find themselves with unsupported personal equipment due to an inability to update their smartphone to a supported (newer) operating system. Some customers may have delayed updates on their equipment and potentially may no longer be able to update to a supported Apple IOS and restore the full functionality of the MySubaru App. Starting in December 2020, the minimum supported Apple IOS will be IOS 11.0. As future versions of IOS emerge, expect this pattern to continue where the minimum (oldest) version level drops off. The oldest supported version becomes a more recent release of IOS.
SOA has spent significant time identifying those customers whose mobile device and / or current version of IOS is no longer supported, thereby diminishing their MySubaru App experience. These customers will receive an e-mail notifying them of their device’s incompatibility and offering suggestions on how to resolve any concerns they have. Additionally, the Customer Advocacy Team and STARLINK call center support members are receiving training on how to best serve customers who find themselves in this situation.
A workaround solution is to create a shortcut to the MySubaru Customer Web Portal on their equipment’s home screen to help customers who are unwilling or unable to update their device to a supported version of IOS. The MySubaru app provides a transparent extension of the same features and services available on the MySubaru Customer Web Portal. Customers will then access their subscription while using unsupported hardware or IOS by creating a shortcut to take them to the MySubaru Login Page.
Smartphones, much like laptops and desktops, suffering from slow operation, freeze-ups, general performance concerns and unexpected issues can often be solved by performing some of these important checks.
SERVICE PROCEDURE:
Always make sure when troubleshooting customer concerns to:
- Access the Apple APP Store MySubaru App Description / Information and ensure the customer’s smartphone meets the minimum IOS and storage requirements.
- Ensure there is enough available storage by using the built-in IOS storage management feature and following any recommendations. This feature can be accessed by navigating to: Settings > General > iPhone storage and waiting for the feature to evaluate space requirements and make appropriate suggestions based on the results.
- Verify the installed version of MySubaru App is the latest available. If not, uninstall and directly reinstall the Apple APP Store’s newest version available.
- If unexpected issues occur with the MySubaru APP or any other APP, try performing a forced restart of the device.
The process to force restart depends varies by iPhone model:
- For iPhones with a Home button, press and hold the Home button along with the lock/ wake button for about 10 seconds, or until the Apple logo appears.
- For iPhone models having Face ID, press the following buttons in the following order: press and release volume up, press and release the volume down then press and hold the side button for roughly 10 seconds. When completed, the Apple logo should appear.
- Whichever method is required, it’s essential DO NOT release the button(s) until
- the Apple logo appears on the screen.
- Once the phone comes back to life, unlock it using the passcode and it should hopefully, be free of any performance issues.
- Confirm the internet browser cache is not overloaded by clearing the cache:
- Navigate to Settings > Safari > Clear History and Website Data.
- If the MySubaru APP is running slow, try limiting unnecessary background APPs from refreshing in the background:
- Navigate to Settings > General > Background APP Refresh and determine what APPs are using processor capacity unnecessarily.
The detailed procedure to share with customers for creating the shortcut workaround is below.
NOTE: Due to the number of internet browsers available for iPhone, the example images below only describe how to create the shortcut on iPhone with 12.4.5 and 14.0 IOS using the manufacturer default browser Safari. Suppose the customer has other internet browsers installed on their IOS. In that case, it may be necessary to search the internet for additional information on how to create the MySubaru shortcut using the information below.
iPhone Xs – OS 14v (Safari – Browser)
Launch “Safari” app. Enter https://www.mysubaru.com in the address field and tap “Go.” Next, tap the icon featuring an upward or right-pointing arrow coming out of a box.
Tap “Add to Home Screen” option.
Enter the name for the shortcut using the on-screen keyboard and tap “Add.” Safari will close automatically then the user will be taken to where the icon is located on the phone’s desktop. The MySubaru CWP application opens in Safari browser when tapping on the “MySubaru” desktop icon.
iPhone 6 – OS 11.4.1v (Safari – Browser)
Launch “Safari” app. Enter https://www.mysubaru.com in address field and tap “Go”. Next, tap the icon featuring an upward or right-pointing arrow coming out of a box.
Tap “Add to Home Screen” option.
Enter the name for the shortcut using the on-screen keyboard and tap “Add.” Safari will close automatically. The user will be taken to where the icon is located on the phone’s desktop. The MySubaru CWP application opens in the Safari browser when tapping on the “MySubaru” desktop icon.
8 Affected Products
Vehicles
MAKE | MODEL | YEAR |
SUBARU | FORESTER | 9999 |
SUBARU | GL | 9999 |
SUBARU | IMPREZA | 9999 |
SUBARU | LEGACY | 9999 |
SUBARU | OUTBACK | 9999 |
SUBARU | SUBARU | 9999 |
SUBARU | SUBARU TRUCK | 9999 |
SUBARU | SVX | 9999 |
1 Associated Document
Manufacturer Communications
https://www.nhtsa.gov/recalls?nhtsaId=10183710
MC-10183710-0001.pdf 1459.068KB
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- This phone is unlocked and compatible with any carrier of choice on GSM and CDMA networks (e.g. AT&T, T-Mobile, Sprint, Verizon, US Cellular, Cricket, Metro, Tracfone, Mint Mobile, etc.).
- Please check with your carrier to verify compatibility.
- When you receive the phone, insert a SIM card from a compatible carrier. Then, turn it on, connect to Wi-Fi, and follow the on screen prompts to activate service.
- The device does not come with headphones or a SIM card. It does include a generic (Mfi certified) charger and charging cable.
- Tested for battery health and guaranteed to have a minimum battery capacity of 80%.
- This phone is unlocked and compatible with any carrier of choice on GSM and CDMA networks (e.g. AT&T, T-Mobile, Sprint, Verizon, US Cellular, Cricket, Metro, Tracfone, Mint Mobile, etc.).
- Please check with your carrier to verify compatibility.
- When you receive the phone, insert a SIM card from a compatible carrier. Then, turn it on, connect to Wi-Fi, and follow the on screen prompts to activate service.
- The device does not come with headphones or a SIM card. It does include a generic (Mfi certified) charger and charging cable.
- Tested for battery health and guaranteed to have a minimum battery capacity of 80%.
- This phone is unlocked and compatible with any carrier of choice on GSM and CDMA networks (e.g. AT&T, T-Mobile, Sprint, Verizon, US Cellular, Cricket, Metro, Tracfone, Mint Mobile, etc.).
- Please check with your carrier to verify compatibility.
- When you receive the phone, insert a SIM card from a compatible carrier. Then, turn it on, connect to Wi-Fi, and follow the on screen prompts to activate service.
- The device does not come with headphones or a SIM card. It does include a generic (Mfi certified) charger and charging cable.
- Tested for battery health and guaranteed to have a minimum battery capacity of 80%.
- 6.1" Super Retina XDR display. 5G Superfast downloads, high?quality streaming
- Cinematic mode in 1080p at 30 fps. Dolby Vision HDR video recording up to 4K at 60 fps. 2X Optical zoom range
- A15 Bionic chip. New 6-core CPU with 2 performance and 4 efficiency cores. New 4-core GPU. New 16-core Neural Engine
- Up to 19 hours video playback. Face ID. Ceramic Shield front. Aerospace-grade aluminum
- Water resistant to a depth of 6 meters for up to 30 minutes. Compatible with MagSafe accessories and wireless chargers
- This phone is unlocked and compatible with any carrier of choice on GSM and CDMA networks (e.g. AT&T, T-Mobile, Sprint, Verizon, US Cellular, Cricket, Metro, Tracfone, Mint Mobile, etc.).
- Tested for battery health and guaranteed to have a minimum battery capacity of 80%.
- Successfully passed a full diagnostic test which ensures like-new functionality and removal of any prior-user personal information.
- The device does not come with headphones or a SIM card. It does include a generic (Mfi certified) charger and charging cable.
- Inspected and guaranteed to have minimal cosmetic damage, which is not noticeable when the device is held at arm's length.
- This phone is unlocked and compatible with any carrier of choice on GSM and CDMA networks (e.g. AT&T, T-Mobile, Sprint, Verizon, US Cellular, Cricket, Metro, Tracfone, Mint Mobile, etc.).
- Tested for battery health and guaranteed to have a minimum battery capacity of 80%.
- Successfully passed a full diagnostic test which ensures like-new functionality and removal of any prior-user personal information.
- The device does not come with headphones or a SIM card. It does include a generic (Mfi certified) charger and charging cable.
- Inspected and guaranteed to have minimal cosmetic damage, which is not noticeable when the device is held at arm's length.
- Unlocked Tested for battery health and guaranteed to come with a battery that exceeds 90% of original capacity. Inspected and guaranteed to have minimal cosmetic damage, which is not noticeable when the device is held at arm’s length. Successfully passed a full diagnostic test which ensures like-new functionality and removal of any prior-user personal information. Includes a brand new, generic charging cable that is certified Mfi (Made for iPhone) and a brand new, generic wall plug that is UL certified for performance and safety. Headphones not included. Backed by the same one-year satisfaction guarantee as brand new Apple products.
- 6.1inch Super Retina XDR display. Aluminum with color-infused glass back. Ring/Silent switch
- Dynamic Island. A magical way to interact with iPhone. A16 Bionic chip with 5-core GPU
- Advanced dual-camera system. 48MP Main | Ultra Wide. Super-high-resolution photos (24MP and 48MP). Next-generation portraits with Focus and Depth Control. 4X optical zoom range
- Emergency SOS via satellite. Crash Detection. Roadside Assistance via satellite
- Up to 26 hours video playback. USB C, Supports USB 2. Face ID
- This device is locked to T-Mobile only and not compatible with any other carrier.
- The device does not come with headphones or a SIM card. It does include a charger and charging cable that may be generic, in which case it will be UL or Mfi (Made for iPhone) Certified.
- Inspected and guaranteed to have minimal cosmetic damage, which is not noticeable when the device is held at arms length.
- Successfully passed a full diagnostic test which ensures like-new functionality and removal of any prior-user personal information.
- Tested for battery health and guaranteed to have a minimum battery capacity of 80%.
- This phone is unlocked and compatible with any carrier of choice on GSM and CDMA networks (e.g. AT&T, T-Mobile, Sprint, Verizon, US Cellular, Cricket, Metro, Tracfone, Mint Mobile, etc.).
- Tested for battery health and guaranteed to come with a battery that exceeds 90% of original capacity.
- Backed by a one-year satisfaction guarantee, with free access to Amazon’s Technical Support team throughout the full year and ability to replace or return the product if it does not work as expected.
- Includes a brand new, generic charging cable that is certified Mfi (Made for iPhone) and a brand new, generic wall plug that is UL certified for performance and safety. Also includes a SIM tray removal tool but does not come with headphones or a SIM card.
- Inspected and guaranteed to have minimal cosmetic damage, which is not noticeable when the device is held at arm’s length. Successfully passed a full diagnostic test which ensures like-new functionality and removal of any prior-user personal information.
Last update on 2024-04-23 / Affiliate links / Images from Amazon Product Advertising API
This product presentation was made with AAWP plugin.
SEOCONTENT-START
Bulletin Number: 15-276-20 Date: 11/30/20 Page 1 of 6 Continued… 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. NUMBER: 15-276-20 DATE: 11/30/20 APPLICABILITY: All Models with Gen1 and / or Gen2 Telematics SUBJECT: Apple® / IOS Device Compatibility with MySubaru APP INTRODUCTION: Telematics and Infotainment systems often provide unique challenges for Technicians trying to verify customer concerns. The number of different smartphone manufacturers and models available can complicate the diagnosis and operation of these systems. Adding even more variability are multiple operating systems, network provider customizations, and customer-installed applications (APPs) which are available and in use. This document will focus on Apple devices and Telematics system operation. The customer’s primary interface for interacting with the Telematics System is their smartphone. Smartphone manufacturers, operating systems, network providers, and customer-installed APPs can occasionally be the leading cause of a Telematics operational concern. It is always recommended to confirm the customer’s problem with the customer’s equipment and another device for comparison to observe and diagnose the Telematics system’s operation accurately. The Apple IOS is regularly updated to provide optimal functionality with the latest hardware and network services. As Apple releases the newest version of the IOS operating system, the oldest IOS and supported hardware usually moves forward. Subaru is also making regular updates to the MySubaru APP to provide customers with the best experience possible. As these operating systems are sunset (drop off), this directly impacts MySubaru App functionality on older devices or IOS. As SOA’s IT Team adjusts to the changing operating system environment, some customers may find themselves with unsupported personal equipment due to an inability to update their smartphone to a supported (newer) operating system. Some customers may have delayed updates on their equipment and potentially may no longer be able to update to a supported Apple IOS and restore the full functionality of the MySubaru App. Starting in December 2020, the minimum supported Apple IOS will be IOS 11.0. As future versions of IOS emerge, expect this pattern to continue where the minimum (oldest) version level drops off. The oldest supported version becomes a more recent release of IOS. 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. © 2020 Subaru of America, Inc. All rights reserved. Bulletin Number: 15-276-20 Date: 11/30/20 Page 2 of 6 Continued… SOA has spent significant time identifying those customers whose mobile device and / or current version of IOS is no longer supported, thereby diminishing their MySubaru App experience. These customers will receive an e-mail notifying them of their device’s incompatibility and offering suggestions on how to resolve any concerns they have. Additionally, the Customer Advocacy Team and STARLINK call center support members are receiving training on how to best serve customers who find themselves in this situation. A workaround solution is to create a shortcut to the MySubaru Customer Web Portal on their equipment’s home screen to help customers who are unwilling or unable to update their device to a supported version of IOS. The MySubaru app provides a transparent extension of the same features and services available on the MySubaru Customer Web Portal. Customers will then access their subscription while using unsupported hardware or IOS by creating a shortcut to take them to the MySubaru Login Page. Smartphones, much like laptops and desktops, suffering from slow operation, freeze-ups, general performance concerns and unexpected issues can often be solved by performing some of these important checks. SERVICE PROCEDURE: Always make sure when troubleshooting customer concerns to: 1. Access the Apple APP Store MySubaru App Description / Information and ensure the customer’s smartphone meets the minimum IOS and storage requirements. 2. Ensure there is enough available storage by using the built-in IOS storage management feature and following any recommendations. This feature can be accessed by navigating to: Settings > General > iPhone storage and waiting for the feature to evaluate space requirements and make appropriate suggestions based on the results. 3. Verify the installed version of MySubaru App is the latest available. If not, uninstall and directly reinstall the Apple APP Store’s newest version available. 4. If unexpected issues occur with the MySubaru APP or any other APP, try performing a forced restart of the device. The process to force restart depends varies by iPhone model: • For iPhones with a Home button, press and hold the Home button along with the lock/ wake button for about 10 seconds, or until the Apple logo appears. Bulletin Number: 15-276-20 Date: 11/30/20 Page 3 of 6 Continued… • For iPhone models having Face ID, press the following buttons in the following order: press and release volume up, press and release the volume down then press and hold the side button for roughly 10 seconds. When completed, the Apple logo should appear. • Whichever method is required, it’s essential DO NOT release the button(s) until • the Apple logo appears on the screen. • Once the phone comes back to life, unlock it using the passcode and it should hopefully, be free of any performance issues. 5. Confirm the internet browser cache is not overloaded by clearing the cache: a. Navigate to Settings > Safari > Clear History and Website Data. 6. If the MySubaru APP is running slow, try limiting unnecessary background APPs from refreshing in the background: a. Navigate to Settings > General > Background APP Refresh and determine what APPs are using processor capacity unnecessarily. The detailed procedure to share with customers for creating the shortcut workaround is below. NOTE: Due to the number of internet browsers available for iPhone, the example images below only describe how to create the shortcut on iPhone with 12.4.5 and 14.0 IOS using the manufacturer default browser Safari. Suppose the customer has other internet browsers installed on their IOS. In that case, it may be necessary to search the internet for additional information on how to create the MySubaru shortcut using the information below. iPhone Xs – OS 14v (Safari – Browser) Launch “Safari” app. Enter https://www.mysubaru.com in the address field and tap “Go.” Next, tap the icon featuring an upward or right-pointing arrow coming out of a box. Bulletin Number: 15-276-20 Date: 11/30/20 Page 4 of 6 Continued… Tap “Add to Home Screen” option. Enter the name for the shortcut using the on-screen keyboard and tap “Add.” Safari will close automatically then the user will be taken to where the icon is located on the phone’s desktop. The MySubaru CWP application opens in Safari browser when tapping on the “MySubaru” desktop icon. Bulletin Number: 15-276-20 Date: 11/30/20 Page 5 of 6 Continued… iPhone 6 – OS 11.4.1v (Safari – Browser) Launch “Safari” app. Enter https://www.mysubaru.com in address field and tap “Go”. Next, tap the icon featuring an upward or right-pointing arrow coming out of a box. Tap “Add to Home Screen” option. Bulletin Number: 15-276-20 Date: 11/30/20 Page 6 of 6 Enter the name for the shortcut using the on-screen keyboard and tap “Add.” Safari will close automatically. The user will be taken to where the icon is located on the phone’s desktop. The MySubaru CWP application opens in the Safari browser when tapping on the “MySubaru” desktop icon. 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
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