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NHTSA ID Number: 10182250
Manufacturer Communication Number: 15-274-20
Summary
All Models with Gen1 and / or Gen2 Telematics SUBJECT: Android Device Compatibility with MySubaru APP
NUMBER: 15-274-20
DATE: 10/30/2020
APPLICABILITY: | All Models with Gen1 and / or Gen2 Telematics |
SUBJECT: | Android 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 diagnosis and operation of these systems. Adding even more variability are multiple operating systems, network provider customizations, and customer-installed applications (APPs) available and in use.
For this document, we will focus on Android 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 main cause of a Telematics concern. It is recommended to always confirm the customer’s concern with the customer’s equipment and another device to accurately observe, compare and diagnose operation of the Telematics system.
The Android Operating System is continually updated to provide optimal functionality with the latest hardware and network services available. As Google releases the newest version of the Android operating system, the oldest version of Android and supported hardware usually moves forward. Recently, with the release of Android 11 (API 30) in Sept 2020, Google announced their discontinuation of support for Android 6 (Marshmallow), and Android 7 (Nougat). As these operating systems are sunset (drop off), this equally impacts the MySubaru App on Android. As SOA’s IT Team adjusts to the changing operating system environment, some of our customers may find themselves with unsupported personal equipment due to an inability to update their smartphone to a supported operating system. Some customers may have delayed updates on their equipment and potentially no longer be able to update to a supported Android Operating System and restore full functionality of the MySubaru App to their device. Starting in October 2020, the minimum supported Android Operating System will be Android 8 (Oreo). As future versions of Android emerge, expect this pattern to continue where the minimum (oldest) version level drops off and the oldest supported version becomes a more recent release of Android.
IT has spent significant time identifying those customers whose mobile device or current version of the Android operating system is unsupported thereby hindering their MySubaru App experience. These customers will receive an email notifying them of their device’s incompatibility and offering suggestions on how to resolve any concerns they have. Additionally, the Customer Advocacy Department and STARLINK call center support members are receiving training on how to best serve customers who find themselves in this situation.
For those customers who are unwilling or cannot update their device to a supported version of the
Android Operating System, a workaround solution is to create a shortcut to the MySubaru Customer Web Portal on their equipment’s home screen. The MySubaru app provides a transparent extension of the same features and services available on the MySubaru Customer Web Portal. The customer will then be able to access their subscription while using unsupported hardware or Android operating systems by creating a shortcut to take them to the MySubaru Login Page.
Often overlooked for optimal smartphone operation is the need for the device to meet minimum system requirements. The minimum available RAM specification for Android Operating Systems starting with Android version 7.1 ranged from 2 GB for best hardware acceleration (performance) to an absolute minimum of 512 MB for essential operation. Very seldom is anything other than the storage requirement and Android Operating System requirement specified for APPs downloaded from the Google Play Store.
SERVICE PROCEDURE:
Always make sure when troubleshooting customer concerns to:
- access the Google Play Store MySubaru App description and ensure the customer’s smartphone meets minimum Android Operating System and Storage requirements
- ensure the available RAM is greater than 512 MB
- verify the installed version of MySubaru App is the latest distribution or simply uninstall and install the latest version directly from the Google Play Store.
Below are detailed procedures to be shared with customers for how to create the shortcut workaround.
NOTE: Due to the number of smartphone manufacturers and internet browsers available, the example images below only describe how to create the shortcut on a Samsung Galaxy using the manufacturer default browser and Google Chrome. If the customer’s equipment is of different manufacture or, there are other internet browsers installed on their system, it may be necessary to search the internet for additional information on how to create the MySubaru shortcut using the information below.
Samsung Galaxy – OS 7.x Nougat (Internet browser – manufacturer’s default browser)
Launch “browser” app. Enter https://www.mysubaru.com in the address field, tap “Go” then, tap the menu icon (3 dashes in lower right-hand corner).
Click on “Add page to” option.
Tap the “Home screen” option.
Enter the name for the shortcut and tap “Add” then tap on “Add automatically”. The browser will add the shortcut to the phone’s desktop. The MySubaru Customer Web Portal (CWP) application now opens in the phone’s default internet browser when tapping the “MySubaru” icon on the desktop.
Samsung Galaxy S6 – OS 7.x Nougat (Chrome browser)
Launch the “Chrome” app. Enter https://www.mysubaru.com in the address field, tap “Go” then tap the menu icon (3 dots in upper right-hand corner).
Tap the “Add to Home screen” option.
Enter the name for the shortcut and tap “Add”. Chrome will add the shortcut to phone’s desktop. The MySubaru CWP application opens in chrome browser when taping the “MySubaru” icon on the desktop.
Google Nexus – OS 6.x Marshmallow (Chrome browser)
Launch the “Chrome” app. Enter https://www.mysubaru.com in the address field, tap “Go” then tap the menu icon (3 dots in upper right-hand corner).
Tap the “Add to Home screen” option.
Enter the name for the shortcut and tap “Add”. Chrome will add the shortcut to the home screen. MySubaru CWP application opens in chrome browser when tapping the “MySubaru” icon on the desktop.
Samsung Note 4 – OS 6.x Marshmallow (Chrome browser)
Launch the “Chrome” app. Enter https://www.mysubaru.com in the address field, tap “Go” then tap the menu icon (3 dots in upper right-hand corner).
Tap the “Add to Home screen” option.
Enter the name for the shortcut and tap “Add”. Chrome will add the shortcut to the phone’s home screen. MySubaru CWP application opens in chrome browser when tapping the “MySubaru” icon on the desktop.
1 Affected Product
Vehicle
MAKE | MODEL | YEAR |
SUBARU | SUBARU | 9999 |
1 Associated Document
Manufacturer Communications
NUMBER: 15-274-20
DATE: 10/30/2020
https://www.nhtsa.gov/recalls?nhtsaId=10182250
MC-10182250-0001.pdf 1884.649KB
“This site contains affiliate links for which OEMDTC may be compensated” |
- Carrier compatibility: ATandT: VoLTE, Verizon: VoLTE, T Mobile: VoLTE, WiFi Calling, Video Calling, Tracfone, Optimum Mobile, GSM, CDMA. Does not support: Xfinity Wireless, Spectrum. For all carrier compatibility details - please check the product images in detail.Optical sensor resolution:13 megapixels.Maximum display resolution:HD plus (1600x720) | 269ppi .Display Type:IPS TFT LCD.Form_factor : smartphone.Other camera description:13MP plus 2MP triple camera,5MP selfie camera
- 6.5" HD plus display. Bring your favorite content to life on a stunning ultra-wide screen.
- Up to three-day battery. Leave your power worries behind thanks to a massive 5000mAh battery.
- 16MP triple camera system. Capture professional-looking portraits, take extreme close-ups, and focus in the blink of an eye.
- 32GB built-in storage. Get plenty of room for photos, movies, songs, and apps—and add up to 512GB more with a microSD card.
- Compatible with T-Mobile 5G and Verizon 5G. Ready for 5G on other select networks dependent on availability; contact your service provider for details. Compatible with all major 4G U.S. carriers, including Verizon, ATandT, and T-Mobile. It also works with prepaid carriers, including Cricket Wireless, Metro by T-Mobile, Simple Mobile, Total Wireless, Tracfone, Net10, Mint, TracFone, and H2O.
- Superfast 5G Performance. Get the speed you need to make the most of 5G connection with a Snapdragon 480 plus 5G processor.
- Advanced 48MP camera system. Capture beautifully detailed photos day or night, and explore up close with a dedicated Macro Vision lens.
- Incredibly fluid 120HZ display. Enjoy smooth gameplay and seamless scrolling on a large 6.5" display that still fits comfortably in your hand.
- Dolby Atmos and stereo speakers. Immerse yourself in multidimensional sound, listening with improved bass, cleaner vocals, and more clarity.
- YOUR CONTENT, SUPERSMOOTH: Whether watching shows, playing games or reading online, the ultra-clear, superfluid display* of Galaxy A15 5G brings your content to life; Plus, Vision Booster lets you to enjoy the bright 800-nits screen experience
- STORE MORE & WORRY LESS: With improved internal storage of up to 128GB and up to 1TB** of expandable storage, Galaxy A15 5G makes it easy to keep cherished photos, videos and important files readily accessible whenever you need them
- MANAGE PERSONAL DATA w/ CONFIDENCE: Securely manage your files and rest easy knowing your sensitive data is safeguarded with the fortified layers of Knox Security
- LIVE FAST. CHARGE FASTER: Focus more on the moment and less on your battery percentage with Galaxy A15 5G; Super Fast Charging*** powers up your battery at lightning speed so you can get back to life sooner
- GSM Unlocked: Use your preferred GSM carrier with ease. Compatible with T-Mobile, Metro PCS, and others. Sim card not included. For availability on select networks, please consult your service provider. Note: This device is not compatible with AT&T/Cricket new activations or CDMA networks like Verizon and Sprint.
- Up to 3 Day Battery: 5,00mAh battery for stress-free use, the G63 will power through all your daily tasks.
- Elegance in mind: Smooth, textured finish with metallic accents and a side-mounted fingerprint sensor for instant, secure access. Look good, feel good, use with ease.
- Multitasking Master: 4GB RAM handles all your apps smoothly, from streaming to gaming to video calls. No more lag, just seamless performance.
- Capture Every Moment: Dual 13MP rear cameras with flash and an 8MP selfie let you capture stunning photos and videos. Share your world with confidence.
- 6.5" 720 x 1600 (HD+) PLS TFT LCD Infinity-V Display, 5000mAh Battery, Fingerprint (side-mounted)
- 64GB ROM, 4GB RAM, MediaTek MT6765 Helio P35 (12nm), Octa-core, PowerVR GE8320, Android 11, upgradable to Android 12, One UI 4.1 Core
- Rear Camera: 13MP, f/2.2, (macro) + 2MP, F2.4, (depth) + 2MP, F2.4, Front Camera: 5 MP, f/2.2, Bluetooth 5.0
- 2G: 850/900/1800/1900MHz, 3G: 850/900/1700(AWS)/1900/2100, 4G LTE: B2(1900)/B4(AWS)/B5(850)/B12(700)/B14(700) - Single SIM
- American 4G LTE - Will work with Most GSM SIM cards in the U.S. like AT&T, T-Mobile, Etc. Will NOT work with CDMA Carriers Such as Verizon, Sprint, Boost
- 5MP Front Camera.
- 6.5 inches HD+ LCD display and 5,000mAh battery | 7.75W charging.
- Mediatek Helio P35 Processor. 3GB Ram | 32GB Storage.
- Carrier: This phone is locked to Tracfone, which means this device can only be used on the Tracfone wireless network. A Tracfone plan is required to activate this device. Activating is easy, upon receipt go to Tracfone Website and select “Activate” and follow the prompts
- Compatible with our no-contract Unlimited Talk & Text plus Data plans starting as low as $20/month plus taxes and fees. To find the Tracfone Plans available to purchase, please go to our TF - Amazon Brand Page linked below the product title
- USA Market Only Works on Tmobile / Mint / Metro PCS . Unlocked Worldwide GSM 5G + 4G LTE PHONE
- Octa-core (2x2.4 GHz Cortex-A78 & 6x2.0 GHz Cortex-A55) / Mali-G68
- Rear Camera - Resolution (Multiple) - 50.0 MP + 8.0 MP + 2.0 MP Rear Camera - F Number (Multiple) - F1.8 , F2.2 , F2.4 Main Camera - Auto Focus Yes / Rear Camera - OIS Yes / Rear Camera Zoom Digital Zoom up to 10x Front Camera - Resolution 13.0 MP / Front Camera - F Number F2.2 Front Camera - Auto Focus
- SIM 1 + SIM 2 + MicroSD 5G FDD Sub6 N1(2100), N3(1800), N5(850), N7(2600), N28(700), N66(AWS-3) 5G TDD Sub6 N40(2300), N41(2500), N78(3500) 4G FDD LTE B1(2100), B3(1800), B5(850), B7(2600), B8(900), B20(800), B28(700) 4G TDD LTE B38(2600), B40(2300), B41(2500) / 3G Quad Band / 2G Quad Band
- Size (Main_Display) 163.9mm (6.5") Resolution (Main Display) 1080 x 2340 (FHD+) Technology (Main Display) Super AMOLED Color Depth (Main Display) 16M Max Refresh Rate (Main Display) 120 Hz
- Android 12 | One UI 4.1.1 | Octa-core | 8GB | 128GB | Adreno 730
- Dynamic AMOLED 2X, 120Hz, HDR10+ display | Corning Gorilla Glass | 6.1inches | 1080 x 2340
- Wi-Fi 802.11 a/b/g/n/ac/6e dual-band | GPS | Wi-Fi Direct, hotspot | Bluetooth 5.2 | USB Type-C 3.2
- 50 MP Camera | LED Flash | 1080p | Speaker
- 5.75x 2.78 x 0.30 | 5.89oz | Single SIM | GSM, HSPA, LTE, CDMA
- [X40 cell phone 5G Enabled Dual SIM]: The X40 Smart phone supports 5G/4G/3G connectivity.Unlocked Smartphone - X40 works on the Snapdragon 8cen2 processor gives you a better experience, with ultra-high storage read speeds that instantly unleash the power to always be ready to explore the world.
- [Abundant Storage Space]: With 256GB of substantial storage space, the X40 smart phone satisfies all your needs for storing photos, videos, applications, and essential documents, reducing the need for external storage devices.
- [Powerful Performance]: Equipped with 8GB RAM and Snapdragon 8cen2 processor, the X40 Smart phone ensures a smooth and responsive user experience. Multi-tasking becomes effortless with quick switching between apps, enhancing the Android phone's efficiency.
- [Vibrant Display & Long Battery Life]: The 6.7-inch large HD screen provides a comfortable viewing experience. Powered by a massive 6200mAh battery, the X40 Smart phone offers extended battery life with intelligent AI Battery Management that saves power for longer standby times.
- [High-Resolution Cameras & Enhanced Security]: The X40 mobile phones boasts a 64MP rear camera for capturing stunning details, and a 24MP front-facing camera with built-in portrait enhancements for selfies and video calls. Additionally, it features a fingerprint unlock and face ID for better protection of your privacy and data security.
- 4G Carrier CompatibilityATandT, ATandT Prepaid, Boost Mobile, Consumer Cellular, Cricket, Google Fi, H2O Wireless, MetroPCS, Mint Mobile, Net10, Simple Mobile, T-Mobile, Tracfone, Total Wireless, Ting Mobile, Verizon. 5G carrier compatibility Verizon ONLY.
- Superfast speed. Download your favorite movies in seconds, feel like you’re right there in video chats, and play games without lag time.
- Over 2 days of battery life. Work and play to your heart’s content without worrying about recharging thanks to a 5000 mAh battery.
- 4 GB RAM Memory. Keep multiple apps open at once and move effortlessly between them with 4GB of LPDDR4 RAM.
- 6.7" Full HD plus Max Vision display. Watch your favorite movies and games come to life in sharp contrast and vivid, true-to-life color.
Last update on 2024-07-02 / Affiliate links / Images from Amazon Product Advertising API
This product presentation was made with AAWP plugin.
SEOCONTENT-START
Bulletin Number: 15-274-20; Date: 10/30/20 Page 1 of 9 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: 15-274-20 DATE: 10/30/2020 APPLICABILITY: All Models with Gen1 and / or Gen2 Telematics SUBJECT: Android 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 diagnosis and operation of these systems. Adding even more variability are multiple operating systems, network provider customizations, and customer-installed applications (APPs) available and in use. For this document, we will focus on Android 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 main cause of a Telematics concern. It is recommended to always confirm the customer’s concern with the customer’s equipment and another device to accurately observe, compare and diagnose operation of the Telematics system. The Android Operating System is continually updated to provide optimal functionality with the latest hardware and network services available. As Google releases the newest version of the Android operating system, the oldest version of Android and supported hardware usually moves forward. Recently, with the release of Android 11 (API 30) in Sept 2020, Google announced their discontinuation of support for Android 6 (Marshmallow), and Android 7 (Nougat). As these operating systems are sunset (drop off), this equally impacts the MySubaru App on Android. As SOA’s IT Team adjusts to the changing operating system environment, some of our customers may find themselves with unsupported personal equipment due to an inability to update their smartphone to a supported operating system. Some customers may have delayed updates on their equipment and potentially no longer be able to update to a supported Android Operating System and restore full functionality of the MySubaru App to their device. Starting in October 2020, the minimum supported Android Operating System will be Android 8 (Oreo). As future versions of Android emerge, expect this pattern to continue where the minimum (oldest) version level drops off and the oldest supported version becomes a more recent release of Android. 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: 15-274-20; Date: 10/30/20 Page 2 of 9 Continued… IT has spent significant time identifying those customers whose mobile device or current version of the Android operating system is unsupported thereby hindering their MySubaru App experience. These customers will receive an email notifying them of their device’s incompatibility and offering suggestions on how to resolve any concerns they have. Additionally, the Customer Advocacy Department and STARLINK call center support members are receiving training on how to best serve customers who find themselves in this situation. For those customers who are unwilling or cannot update their device to a supported version of the Android Operating System, a workaround solution is to create a shortcut to the MySubaru Customer Web Portal on their equipment’s home screen. The MySubaru app provides a transparent extension of the same features and services available on the MySubaru Customer Web Portal. The customer will then be able to access their subscription while using unsupported hardware or Android operating systems by creating a shortcut to take them to the MySubaru Login Page. Often overlooked for optimal smartphone operation is the need for the device to meet minimum system requirements. The minimum available RAM specification for Android Operating Systems starting with Android version 7.1 ranged from 2 GB for best hardware acceleration (performance) to an absolute minimum of 512 MB for essential operation. Very seldom is anything other than the storage requirement and Android Operating System requirement specified for APPs downloaded from the Google Play Store. SERVICE PROCEDURE: Always make sure when troubleshooting customer concerns to: 1. access the Google Play Store MySubaru App description and ensure the customer’s smartphone meets minimum Android Operating System and Storage requirements 2. ensure the available RAM is greater than 512 MB 3. verify the installed version of MySubaru App is the latest distribution or simply uninstall and install the latest version directly from the Google Play Store. Below are detailed procedures to be shared with customers for how to create the shortcut workaround. NOTE: Due to the number of smartphone manufacturers and internet browsers available, the example images below only describe how to create the shortcut on a Samsung Galaxy using the manufacturer default browser and Google Chrome. If the customer’s equipment is of different manufacture or, there are other internet browsers installed on their system, it may be necessary to search the internet for additional information on how to create the MySubaru shortcut using the information below. Bulletin Number: 15-274-20; Date: 10/30/20 Page 3 of 9 Continued… Samsung Galaxy – OS 7.x Nougat (Internet browser – manufacturer’s default browser) Launch “browser” app. Enter https://www.mysubaru.com in the address field, tap “Go” then, tap the menu icon (3 dashes in lower right-hand corner). Click on “Add page to” option. Bulletin Number: 15-274-20; Date: 10/30/20 Page 4 of 9 Continued… Tap the “Home screen” option. Enter the name for the shortcut and tap “Add” then tap on “Add automatically”. The browser will add the shortcut to the phone’s desktop. The MySubaru Customer Web Portal (CWP) application now opens in the phone’s default internet browser when tapping the “MySubaru” icon on the desktop. Bulletin Number: 15-274-20; Date: 10/30/20 Page 5 of 9 Continued… Samsung Galaxy S6 – OS 7.x Nougat (Chrome browser) Launch the “Chrome” app. Enter https://www.mysubaru.com in the address field, tap “Go” then tap the menu icon (3 dots in upper right-hand corner). Tap the “Add to Home screen” option. Bulletin Number: 15-274-20; Date: 10/30/20 Page 6 of 9 Continued… Enter the name for the shortcut and tap “Add”. Chrome will add the shortcut to phone’s desktop. The MySubaru CWP application opens in chrome browser when taping the “MySubaru” icon on the desktop. Google Nexus – OS 6.x Marshmallow (Chrome browser) Launch the “Chrome” app. Enter https://www.mysubaru.com in the address field, tap “Go” then tap the menu icon (3 dots in upper right-hand corner). Bulletin Number: 15-274-20; Date: 10/30/20 Page 7 of 9 Continued… Tap the “Add to Home screen” option. Enter the name for the shortcut and tap “Add”. Chrome will add the shortcut to the home screen. MySubaru CWP application opens in chrome browser when tapping the “MySubaru” icon on the desktop. Bulletin Number: 15-274-20; Date: 10/30/20 Page 8 of 9 Continued… Samsung Note 4 – OS 6.x Marshmallow (Chrome browser) Launch the “Chrome” app. Enter https://www.mysubaru.com in the address field, tap “Go” then tap the menu icon (3 dots in upper right-hand corner). Tap the “Add to Home screen” option. Bulletin Number: 15-274-20; Date: 10/30/20 Page 9 of 9 Enter the name for the shortcut and tap “Add”. Chrome will add the shortcut to the phone’s home screen. MySubaru CWP application opens in chrome browser when tapping the “MySubaru” icon on the desktop. 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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