STARLINK Remote Engine Start (RES) Diagnostic Information – 2019-2022 Subaru Equipped with Gen2 Telematics

SEOCONTENT-START

Bulletin Number: 15-282-21R; Revised: 05/04/23 Page 1 of 7 SERVICE INFORMATION BULLETIN 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: 15-282-21R DATE: 03/29/21 REVISED: 05/04/23 APPLICABILITY: All 2019-22MY Vehicles Equipped with Gen2 Telematics SUBJECT: STARLINK Remote Engine Start (RES) Diagnostic Information INTRODUCTION: This Service Information Bulletin announces additional diagnostic procedures and a detailed flow chart to be used when diagnosing customer concerns regarding the operation of the STARLINK Remote Engine Start (RES) feature. RES is the STARLINK Telematics system’s most commonly used remote service, averaging as many as two million requests per month. With this amount of usage utilized by Subaru customers, it is also the number one reason they return to the retailer with Telematics concerns. Due to the system’s complexity, a broad view of other systems in the vehicle is required to ensure proper function of the RES feature. This document will aid in the diagnosis and repair of RES concerns. This information is to be used in conjunction with the diagnostic information found on STIS and TechTIPs. Techline and, when required, the assist of RES functionality and / or clarification of testing procedures provided by District Service Quality Managers (DSQMs). SERVICE PROCEDURE / INFORMATION: USING RES AND RES WITH AUTOMATIC CLIMATE CONTROL ON GASOLINE ENGINE (NON-HYBRID) VEHICLES: NOTES: • When using RES on a vehicle with automatic climate control (a.k.a. Auto A/C), the interior temperature may not reach the desired setting depending on environmental conditions or air conditioner performance. • For remote management of the seat heaters, the vehicle must be equipped with a 3-Mode (low- med-high) seat heater. • RES will only operate for 20 minutes before the vehicle shuts off and need a push button start from within the car. (Example: 5 Minutes + 5 Minutes + 10 Minutes = 20 minutes total run time). 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. ©2021 Subaru of America, Inc. All rights reserved. Bulletin Number: 15-282-21R; Revised: 05/04/23 Page 2 of 7 Continued… • Any interruption of a RES runtime will start a 5-minute timer requiring 5 minutes to elapse or a manual push button start to occur before another remote RES request can be made. • The RES system will always change the vehicle’s climate setting when equipped with Auto A/C. Customers who describe custom climate settings for use during RES must provide all parameters presented for selection. Failure to obtain the described parameters will result in a failed RES request when selecting the custom setting. Understanding how the customer is making a request and using a predefined climate setting will verify if there is a problem with the customer profile the customer set. ADDITIONAL RES CLIMATE CONTROL INFORMATION: • The default setting for automatic climate control post-RES will always be AUTO. The Auto setting cannot be changed from the MySubaru App or the Customer Web Portal. • The only purpose of the “Manual” button on the MySubaru App or Customer Web Portal is to provide the user with more choices for climate customization during RES operation. It does not turn off the FULL AUTO or AUTO lamps on the automatic climate control panel or put the automatic climate control into manual mode. • Even if the automatic climate controls are in manual mode upon exiting the vehicle (FULL AUTO and AUTO are not illuminated), using RES with or without climate control modification will return the automatic climate controls to the AUTO mode. • In AUTO mode, the air conditioning request signal is controlled automatically by the automatic climate control system’s operating parameters. • Any modification to climate settings using the MySubaru App or Customer Web Portal will become the current automatic climate control settings upon the next entry into the vehicle. BEST PRACTICES: 1. Make every effort to verify the RES concern with the customer at the vehicle write-up. Observe the vehicle behavior in question and document it with pictures or videos if necessary to ensure complete understanding. 2. Most repeat repairs result from failing to fully understand the customer’s concern or a failure to verify the condition has been successfully addressed post-repair. 3. Perform a direct test of the customer’s concern to confirm the condition as reported. For example, if the customer says there is a RES problem, always verify the trouble while attempting the remote service request. 4. After any repair to the telematics system, the Technicians must thoroughly test and verify operation before releasing the car back to the customer. Unfortunately, the only postreplacement repair verification most often performed is an i-Button push. Pushing the i-Button and connecting with an Operator ONLY confirms the new DCM can access the voice network. A successful i-Button push DOES NOT guarantee the DCM’s ability to perform remote service requests. NOTE: Refer to TSB 15-266-20R for testing requirements and procedures. Bulletin Number: 15-282-21R; Revised: 05/04/23 Page 3 of 7 Continued… IMPORTANT REMINDER: Voice service (an Operator answering after pressing the i-button) is NOT an indicator of the Telematics system’s ability to perform remote service requests. The i-Button push test aims to reach an Operator and confirm VIN and vehicle location information. Pushing the i-Button and canceling the call once the ring-back tone is heard does NOT validate a fully functioning Telematics system. REQUESTING A REMOTE ENGINE START USING THE IBUTTON. NOTE: CONFIRM the vehicle is outside with an unobstructed view of the sky. 1. It is essential that the testing occurs within 1500 feet of the Subaru Service Center address on record with Subaru of America. a. Please understand that this address may be the showroom street address, not the service center location if both are in multiple places. If a request fails, it would be beneficial to perform the test again closer to the showroom to ensure there is no location discrepancy preventing RES. 2. Vehicle in Park with parking brake set (EPB on). 3. The ignition is switched to ON with the engine OFF. 4. All doors (and the rear gate/hood) must be closed. 5. Push the i-Button. When the Operator connects: a. Identify as working at a Subaru Retailer, providing your retailer code. b. Request the Operator confirm the last eight characters of the VIN and the vehicle’s location. c. Request a Remote Engine Start command be sent to the vehicle. d. There is a two-minute delay until the command will complete. i. Ensure the ignition is switched off. ii. Open the driver’s door and exit or close it again to remain in the vehicle for the test completion. iii. Ensure you do not have your foot on the brake pedal if you remain in the vehicle. iv. After two minutes, the horn should honk, and then the engine starts. v. If the Remote Engine Start fails, continue the diagnosis. 8. The Telematics system is fully operational if the VIN, Vehicle Location, and Remote Engine Start requests are successful. NOTE: Remote Engine Start operation requires additional vehicle system input for the feature to perform as expected. If the customer’s concern is focused on a RES failure, testing, and successful operation, this feature MUST occur with the customer before releasing the vehicle. Bulletin Number: 15-282-21R; Revised: 05/04/23 Page 4 of 7 Continued… Additional Information: Also contained in this document is a table of Error Messages which may be experienced while using the MySubaru App or Customer Web Portal. The purpose of this table is to offer what can be done to move past the error. In some cases, due to an interruption in network connectivity or application support infrastructure, there is no way to move past those errors until full operational service has been restored. Other failures due to customer password or account issues instruct the Technician to contact one of the support centers most prepared to handle the customer concern. Due to corporate security policies, some circumstances require a certain amount of time to pass before an account can be unlocked or working through multiple verification steps may be an option. Although these processes can sometimes be confusing and frustrating, they intend to provide the highest level of security for the customer. The Importance of Park Switch to RES Operation An often-overlooked essential input for the successful operation of RES is verifying the Park Switch output. The Park Switch must be confirmed in the “park position” by reviewing PIDs within the BIU and KACM. Both the “P SW” PID in the BIU and the “Shift P signal” PID in the KACM must indicate “ON” when the gear selector is in the park position. Any time there is a customer complaint of no start after RES request, technicians must take the time to ensure that the park switch is operating as expected before investigating other possible root cause points of failure. Keyless Access Control Module (KACM) BIU Technician Support Many systems provide inputs to the telematics system to enable successful Remote Engine Start. Due to the complexity of the repairs and lack of diagnostic tools, there is a high incidence of unnecessary parts replacement. Technicians that are unable to identify a root cause of failure should not replace any components until they review this TSB and their diagnostic findings with Techline or their DSQM. When contacting Techline, please have the detailed testing results from this TSB as well as any SSM4 data containing PIDs from the DCM, KACM, and the BIU. 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: 15-282-21R; Revised: 05/04/23 Page 5 of 7 Continued… Flow Chart YES 4. Before starting the test, it is assumed the vehicle is parked in a safe area. The Technician will need to have MySubaru APP and Customer Web Portal access to the vehicle which may reqire being added as a delegate by the customer prior to testing. This testing can be performed with the customer HOWEVER, it does involve a time commitment the customer should be made aware of prior to testing. Technicians must verify the Green Telematics LED is lit before starting. If any other Telematics LED indication, including no Telematics LEDs are lit, this would indicate a problem which must be addressed first BEFORE starting RES diagnosis. Use the SSM4 to retrive any Telematics DTCs and diagnose any current DTCs. If there are no Telematics DTCs and the LED is not GREEN, collect 10 seconds of Telematics data and contact Techline for further assistance. 5. Make Remote Start Request From MySubaru Customer Web Portal. YES YES Did the engine start? NO Did the MySubaru CWP provide a failure message on RES failure? NO Failures when using the CWP could be caused by: 1. Local Network – connectivity or VPN issue – verify by connecting to another site successfully. 2. Local Operating System out of date or not supported – make sure a supported operating system is in use. 3. Local Web browser out of date or not supported – try using a different web browser. Refer to the CWP Error Table for possible root causes or conditions the error messages may be indicating. 6. Make a Remote Start Request From MySubaru APP. NO RES failure when using the CWP solely without an error message could indicate incompatibility with the type of Web browser being used, operating system version, network configuration, VPN, virus/malware protection or network provider. The CWP could be retested changing these variables one at a time to aid in determining a root cause. CWP failure with an error message should provide some hint as to the root cause of the failure, beit local to the machine used for testing, the internet access provider, the telematics service provider, the telematics network provider or the vehicle it self reporting it inability to execute the request. If RES is working from APP but failing from CWP, vehicle is operating as expected. Issue is most likely a result of the aforementioned conditions. Did the engine start? Did the MySubaru App provide a failure message on RES failure? YES YES RES failure when using the MySubaru Mobile APP failure could be a result of: 1. Local Network connectivity or VPN issue- verify by connecting to another site successfully 2. Local Version of Android or IOS out of date or not supported- make sure a supported version of Andriod or IOS is in use. Supported versions are noted in the in Google Play and Apple App store. 3. Local Web browser out of date or not supported- try using a different web browser Refer to the APP Error Table for possible root cause or conditions which error messages may be indicating. If no horn honk was heard, contact Techline for assistance. Techline will be able to look at telematics system indicators to determine if there may be an issue with one of the back end systems preventing RES or indicating why RES is not functioning If any door fails to indicate locked including the rear gate, begin diagnosis of the power door lock system. Refer to 15-242-19R for aid in diagnosing Telematics. YES YES NO NO 7a. When RES is requested, do all of the doors lock and the horn honk before engine fails to start? When standing close to the vehicle, the user should be able to hear the doors lock. Successful door locking is a precondition requirement before RES can occurr. The horn honk is the Telematics system signalling it has received a remote engine start request. Not hearing a horn honk prior to RES failure may indicate the request is never getting to the vehicle. 7b. When standing close to the vehicle and looking through the windows at the door lock indicators, are they all indicating the locked position? This can be further tested by first making sure the keys are at least 15 feet away from the vehicle and trying to open each door including the rear gate (if equipped). Since locked doors are a precondition requirement for RES to occur, any door not locking would have to be repaired by a retailer visit to ensure a fully functioning Telematics system. The doors, rear gate and on some models, the hood must all be closed for RES to function. Observation of the interior lamp operation is to determine if there may be a door latch switch failure and a door is indicated open in error. Refer to 15-242-19R for aid in diagnosising Telematics. NO 7c. When standing close to the vehicle and looking through the windows, are all interior lamps currently off? This is an effort to verify all the doors are fully closed. This can be further verified by opening and closing each door including the rear gate (if equipped). Then, reconfirm no interior lamps are still illuminated. Closed doors are a precondition requirement for RES to occur and interior lamps not responding to any door action may indicate a concern in the door latch indicator system which may require repair by a retailer visit to ensure a fully functioning Telematics system. Some models also monitor the hood latch. If the hood is open, RES will fail. Ensure the hood is closed and no hood latch MIL is illuminated. YES NO YES If Subscription Status does not equal “Subscribed” and Remote Engine Starrter Active is not equal to “True”, a problem exists with the customer’s subscription or level of subscription. Remote Engine Start Diagnosis using this flow chart should NOT continue. NO 1. Using the Subaru Select Monitor, check the following in Data Monitor of Telematics: Susbscription Status = Subscribed Any other indication here would indicate not subscribed or problem with subscription. Remote Engine Starter Active = True This PID indicates that the subscription provides use of RES If current DTCs are found in any ofthese systems, first investigate and repair the root casue of those DTCs before continuing to use this flow chart to furtherr diagnose Remote Engine Start failure. Yes 2. Are any DTC current in the following Systems: Telematics Keyless Access with Push Button Start Body Control Engine Control Air Conditioning Signal Strength below 26% can indicate a poor 4G coverage area. Try moving the vehicle to a different location outdoors to see if signal strength improves. Signal Strength must be above 26% to ensure successful operation of remote services. NO 3. Using the Subaru Select Monitor, check the following in Data Monitor of Telematics: Signal Strength > 26% Is Signal Strength greater than 26%? NO Bulletin Number: 15-282-21R; Revised: 05/04/23 Page 6 of 7 Continued… YES NO YES 7e. Open the driver’s door and switch the ignition ON. Is the low fuel lamp on or the fuel indicator needle indicate “E”? RES has specific operational criteria which must be met and cannot be exceeded or interrupted. One of those requirements is the fuel level be above a specific minimum so the vehicle will not run out of fuel if the maximum runtime is exercised when using RES. After refueling the vehicle, the ignition must be cycled at least once and must be driven at least .5 miles before attempting another remote engine start. NO Telematics Performing as Expected Refuel vehicle. Make a Remote Start Request from the MySubaru APP Did the engine start? YES NO 7f. Is this the second, third or fourth RES attempt? Meaning, did the user successfully perform a remote engine start and subsequent RES attempts are failing? RES has specific operational criteria which must be met and cannot be exceeded or interrupted. If the first start was successful, the customer may be experiencing one of the engineered operational criteria which is a planned behavior of the RES system. The following questions will explore that possibility. YES YES Runtime < 20 min YES Runtime >20 min 7h. Did the user interrupt the first RES request by using Remote engine off on the MySubaru App or entering the vehicle and using the ignition OFF button? RES has specific operational criteria which must be met and cannot be exceeded or interrupted. If the first start was successful, the customer may be experiencing one of the engineered operational criteria which is a planned behavior of RES. If a RES cycle is manually interrupted by using the Push Button Start button, the next RES attempt cannot be made until at least 5 minutes have elapsed. 7g. Did the engine start on the first use of RES? Remote engine start has specific operational criteria which must be met and cannot be exceeded or interrupted. If the first start was successful, the customer may be experiencing one of the engineered operational criteria which is a planned behavior of RES. Maximum run time is 20 minutes in any combination of runs, then the ignition must be cycled prior to performing any additional RES attempts. Did the engine run the first time for MAXIMUM time of 20 minutes? NO NO YES YES Did the engine start? 9. Contact Techline with 10 sec of Telematics Data all PIDs. Telematics Performing as Expected NO YES 8. Cycle the ignition. Make a Remote Start Request from the MySubaru APP. Did the engine run the first time for LESS THAN 20 minutes? NO The doors, rear gate and on some models, the hood must all be closed for RES to function. Observation of the interior lamp operation is to determine if there may be a door latch switch failure and a door is indicated open in error. Refer to 15-242-19R for aid in diagnosising Telematics. The Push Button Start system must be functioning as intended for RES to function. Refer to: STIS > KEYLESS ACCESS WITH PUSH BUTTON START(DIAGNOSTICS) > Diagnostics with Phenomenon for help in determining the root cause. If necessary, contact your DSQM or Techline for further assistance. YES NO NO 7c. When standing close to the vehicle and looking through the windows, are all interior lamps currently off? This is an effort to verify all the doors are fully closed. This can be further verified by opening and closing each door including the rear gate (if equipped). Then, reconfirm no interior lamps are still illuminated. Closed doors are a precondition requirement for RES to occur and interior lamps not responding to any door action may indicate a concern in the door latch indicator system which may require repair by a retailer visit to ensure a fully functioning Telematics system. Some models also monitor the hood latch. If the hood is open, RES will fail. Ensure the hood is closed and no hood latch MIL is illuminated. 7d. Open the door, sit in driver’s seat and depress brake pedal. Observe LED on Push Button Start: IS THE LED ILLUMINATED GREEN? This is an effort to verify the Push Button Start system is functioning as intended. An ORANGE LED or NO LED would indicate a malfunction in one of the systems supporting engine starting even though the engine may start normally when using the Push Button Start but not start when using RES. Always confirm the Push Button Start LED is Green or flashing Green before proceeding. Flow Chart (continued) YES Bulletin Number: 15-282-21R; Revised: 05/04/23 Page 7 of 7

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Bulletin Number: 15-282-21R; Revised: 08/31/23 Page 1 of 7 SERVICE INFORMATION BULLETIN 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: 15-282-21R DATE: 03/29/21 REVISED: 08/31/23 APPLICABILITY: All 2019-24MY Vehicles Equipped with Gen2 and Gen3 Telematics SUBJECT: STARLINK Remote Engine Start (RES) Diagnostic Information INTRODUCTION: This Service Information Bulletin announces additional diagnostic procedures and a detailed flow chart to be used when diagnosing customer concerns regarding the operation of the STARLINK Remote Engine Start (RES) feature. RES is the STARLINK Telematics system’s most commonly used remote service, averaging as many as two million requests per month. With this amount of usage utilized by Subaru customers, it is also the number one reason they return to the retailer with Telematics concerns. Due to the system’s complexity, a broad view of other systems in the vehicle is required to ensure proper function of the RES feature. This document will aid in the diagnosis and repair of RES concerns. This information is to be used in conjunction with the diagnostic information found on STIS and TechTIPs. Techline and, when required, the assist of RES functionality and / or clarification of testing procedures provided by District Service Quality Managers (DSQMs). SERVICE PROCEDURE / INFORMATION: USING RES AND RES WITH AUTOMATIC CLIMATE CONTROL ON GASOLINE ENGINE (NON-HYBRID) VEHICLES: NOTES: • When using RES on a vehicle with automatic climate control (a.k.a. Auto A/C), the interior temperature may not reach the desired setting depending on environmental conditions or air conditioner performance. • For remote management of the seat heaters, the vehicle must be equipped with a 3-Mode (low- med-high) seat heater. • RES will only operate for 20 minutes before the vehicle shuts off and need a push button start from within the car. (Example: 5 Minutes + 5 Minutes + 10 Minutes = 20 minutes total run time). 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. ©2021 Subaru of America, Inc. All rights reserved. Bulletin Number: 15-282-21R; Revised: 08/31/23 Page 2 of 7 Continued… • Any interruption of a RES runtime will start a 5-minute timer requiring 5 minutes to elapse or a manual push button start to occur before another remote RES request can be made. • The RES system will always change the vehicle’s climate setting when equipped with Auto A/C. Customers who describe custom climate settings for use during RES must provide all parameters presented for selection. Failure to obtain the described parameters will result in a failed RES request when selecting the custom setting. Understanding how the customer is making a request and using a predefined climate setting will verify if there is a problem with the customer profile the customer set. ADDITIONAL RES CLIMATE CONTROL INFORMATION: • The default setting for automatic climate control post-RES will always be AUTO. The Auto setting cannot be changed from the MySubaru App or the Customer Web Portal. • The only purpose of the “Manual” button on the MySubaru App or Customer Web Portal is to provide the user with more choices for climate customization during RES operation. It does not turn off the FULL AUTO or AUTO lamps on the automatic climate control panel or put the automatic climate control into manual mode. • Even if the automatic climate controls are in manual mode upon exiting the vehicle (FULL AUTO and AUTO are not illuminated), using RES with or without climate control modification will return the automatic climate controls to the AUTO mode. • In AUTO mode, the air conditioning request signal is controlled automatically by the automatic climate control system’s operating parameters. • Any modification to climate settings using the MySubaru App or Customer Web Portal will become the current automatic climate control settings upon the next entry into the vehicle. BEST PRACTICES: 1. Make every effort to verify the RES concern with the customer at the vehicle write-up. Observe the vehicle behavior in question and document it with pictures or videos if necessary to ensure complete understanding. 2. Most repeat repairs result from failing to fully understand the customer’s concern or a failure to verify the condition has been successfully addressed post-repair. 3. Perform a direct test of the customer’s concern to confirm the condition as reported. For example, if the customer says there is a RES problem, always verify the trouble while attempting the remote service request. 4. After any repair to the telematics system, the Technicians must thoroughly test and verify operation before releasing the car back to the customer. Unfortunately, the only postreplacement repair verification most often performed is an i-Button push. Pushing the i-Button and connecting with an Operator ONLY confirms the new DCM can access the voice network. A successful i-Button push DOES NOT guarantee the DCM’s ability to perform remote service requests. NOTE: Refer to TSB 15-266-20R for testing requirements and procedures. Bulletin Number: 15-282-21R; Revised: 08/31/23 Page 3 of 7 Continued… IMPORTANT REMINDER: Voice service (an Operator answering after pressing the i-button) is NOT an indicator of the Telematics system’s ability to perform remote service requests. The i-Button push test aims to reach an Operator and confirm VIN and vehicle location information. Pushing the i-Button and canceling the call once the ring-back tone is heard does NOT validate a fully functioning Telematics system. REQUESTING A REMOTE ENGINE START USING THE IBUTTON. NOTE: CONFIRM the vehicle is outside with an unobstructed view of the sky. 1. It is essential that the testing occurs within 1500 feet of the Subaru Service Center address on record with Subaru of America. a. Please understand that this address may be the showroom street address, not the service center location if both are in multiple places. If a request fails, it would be beneficial to perform the test again closer to the showroom to ensure there is no location discrepancy preventing RES. 2. Vehicle in Park with parking brake set (EPB on). 3. The ignition is switched to ON with the engine OFF. 4. All doors (and the rear gate/hood) must be closed. 5. Push the i-Button. When the Operator connects: a. Identify as working at a Subaru Retailer, providing your retailer code. b. Request the Operator confirm the last eight characters of the VIN and the vehicle’s location. c. Request a Remote Engine Start command be sent to the vehicle. d. There is a two-minute delay until the command will complete. i. Ensure the ignition is switched off. ii. Open the driver’s door and exit or close it again to remain in the vehicle for the test completion. iii. Ensure you do not have your foot on the brake pedal if you remain in the vehicle. iv. After two minutes, the horn should honk, and then the engine starts. v. If the Remote Engine Start fails, continue the diagnosis. 8. The Telematics system is fully operational if the VIN, Vehicle Location, and Remote Engine Start requests are successful. NOTE: Remote Engine Start operation requires additional vehicle system input for the feature to perform as expected. If the customer’s concern is focused on a RES failure, testing, and successful operation, this feature MUST occur with the customer before releasing the vehicle. Bulletin Number: 15-282-21R; Revised: 08/31/23 Page 4 of 7 Continued… Additional Information: Also contained in this document is a table of Error Messages which may be experienced while using the MySubaru App or Customer Web Portal. The purpose of this table is to offer what can be done to move past the error. In some cases, due to an interruption in network connectivity or application support infrastructure, there is no way to move past those errors until full operational service has been restored. Other failures due to customer password or account issues instruct the Technician to contact one of the support centers most prepared to handle the customer concern. Due to corporate security policies, some circumstances require a certain amount of time to pass before an account can be unlocked or working through multiple verification steps may be an option. Although these processes can sometimes be confusing and frustrating, they intend to provide the highest level of security for the customer. The Importance of Park Switch to RES Operation An often-overlooked essential input for the successful operation of RES is verifying the Park Switch output. The Park Switch must be confirmed in the “park position” by reviewing PIDs within the BIU and KACM. Both the “P SW” PID in the BIU and the “Shift P signal” PID in the KACM must indicate “ON” when the gear selector is in the park position. Any time there is a customer complaint of no start after RES request, technicians must take the time to ensure that the park switch is operating as expected before investigating other possible root cause points of failure. Keyless Access Control Module (KACM) BIU Technician Support Many systems provide inputs to the telematics system to enable successful Remote Engine Start. Due to the complexity of the repairs and lack of diagnostic tools, there is a high incidence of unnecessary parts replacement. Technicians that are unable to identify a root cause of failure should not replace any components until they review this TSB and their diagnostic findings with Techline or their DSQM. When contacting Techline, please have the detailed testing results from this TSB as well as any SSM4 data containing PIDs from the DCM, KACM, and the BIU. 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: 15-282-21R; Revised: 08/31/23 Page 5 of 7 Continued… Flow Chart YES 4. Before starting the test, it is assumed the vehicle is parked in a safe area. The Technician will need to have MySubaru APP and Customer Web Portal access to the vehicle which may reqire being added as a delegate by the customer prior to testing. This testing can be performed with the customer HOWEVER, it does involve a time commitment the customer should be made aware of prior to testing. Technicians must verify the Green Telematics LED is lit before starting. If any other Telematics LED indication, including no Telematics LEDs are lit, this would indicate a problem which must be addressed first BEFORE starting RES diagnosis. Use the SSM4 to retrive any Telematics DTCs and diagnose any current DTCs. If there are no Telematics DTCs and the LED is not GREEN, collect 10 seconds of Telematics data and contact Techline for further assistance. 5. Make Remote Start Request From MySubaru Customer Web Portal. YES YES Did the engine start? NO Did the MySubaru CWP provide a failure message on RES failure? NO Failures when using the CWP could be caused by: 1. Local Network – connectivity or VPN issue – verify by connecting to another site successfully. 2. Local Operating System out of date or not supported – make sure a supported operating system is in use. 3. Local Web browser out of date or not supported – try using a different web browser. Refer to the CWP Error Table for possible root causes or conditions the error messages may be indicating. 6. Make a Remote Start Request From MySubaru APP. NO RES failure when using the CWP solely without an error message could indicate incompatibility with the type of Web browser being used, operating system version, network configuration, VPN, virus/malware protection or network provider. The CWP could be retested changing these variables one at a time to aid in determining a root cause. CWP failure with an error message should provide some hint as to the root cause of the failure, beit local to the machine used for testing, the internet access provider, the telematics service provider, the telematics network provider or the vehicle it self reporting it inability to execute the request. If RES is working from APP but failing from CWP, vehicle is operating as expected. Issue is most likely a result of the aforementioned conditions. Did the engine start? Did the MySubaru App provide a failure message on RES failure? YES YES RES failure when using the MySubaru Mobile APP failure could be a result of: 1. Local Network connectivity or VPN issue- verify by connecting to another site successfully 2. Local Version of Android or IOS out of date or not supported- make sure a supported version of Andriod or IOS is in use. Supported versions are noted in the in Google Play and Apple App store. 3. Local Web browser out of date or not supported- try using a different web browser Refer to the APP Error Table for possible root cause or conditions which error messages may be indicating. If no horn honk was heard, contact Techline for assistance. Techline will be able to look at telematics system indicators to determine if there may be an issue with one of the back end systems preventing RES or indicating why RES is not functioning If any door fails to indicate locked including the rear gate, begin diagnosis of the power door lock system. Refer to 15-242-19R for aid in diagnosing Telematics. YES YES NO NO 7a. When RES is requested, do all of the doors lock and the horn honk before engine fails to start? When standing close to the vehicle, the user should be able to hear the doors lock. Successful door locking is a precondition requirement before RES can occurr. The horn honk is the Telematics system signalling it has received a remote engine start request. Not hearing a horn honk prior to RES failure may indicate the request is never getting to the vehicle. 7b. When standing close to the vehicle and looking through the windows at the door lock indicators, are they all indicating the locked position? This can be further tested by first making sure the keys are at least 15 feet away from the vehicle and trying to open each door including the rear gate (if equipped). Since locked doors are a precondition requirement for RES to occur, any door not locking would have to be repaired by a retailer visit to ensure a fully functioning Telematics system. The doors, rear gate and on some models, the hood must all be closed for RES to function. Observation of the interior lamp operation is to determine if there may be a door latch switch failure and a door is indicated open in error. Refer to 15-242-19R for aid in diagnosising Telematics. NO 7c. When standing close to the vehicle and looking through the windows, are all interior lamps currently off? This is an effort to verify all the doors are fully closed. This can be further verified by opening and closing each door including the rear gate (if equipped). Then, reconfirm no interior lamps are still illuminated. Closed doors are a precondition requirement for RES to occur and interior lamps not responding to any door action may indicate a concern in the door latch indicator system which may require repair by a retailer visit to ensure a fully functioning Telematics system. Some models also monitor the hood latch. If the hood is open, RES will fail. Ensure the hood is closed and no hood latch MIL is illuminated. YES NO YES If Subscription Status does not equal “Subscribed” and Remote Engine Starrter Active is not equal to “True”, a problem exists with the customer’s subscription or level of subscription. Remote Engine Start Diagnosis using this flow chart should NOT continue. NO 1. Using the Subaru Select Monitor, check the following in Data Monitor of Telematics: Susbscription Status = Subscribed Any other indication here would indicate not subscribed or problem with subscription. Remote Engine Starter Active = True This PID indicates that the subscription provides use of RES If current DTCs are found in any ofthese systems, first investigate and repair the root casue of those DTCs before continuing to use this flow chart to furtherr diagnose Remote Engine Start failure. Yes 2. Are any DTC current in the following Systems: Telematics Keyless Access with Push Button Start Body Control Engine Control Air Conditioning Signal Strength below 26% can indicate a poor 4G coverage area. Try moving the vehicle to a different location outdoors to see if signal strength improves. Signal Strength must be above 26% to ensure successful operation of remote services. NO 3. Using the Subaru Select Monitor, check the following in Data Monitor of Telematics: Signal Strength > 26% Is Signal Strength greater than 26%? NO Bulletin Number: 15-282-21R; Revised: 08/31/23 Page 6 of 7 Continued… YES NO YES 7e. Open the driver’s door and switch the ignition ON. Is the low fuel lamp on or the fuel indicator needle indicate “E”? RES has specific operational criteria which must be met and cannot be exceeded or interrupted. One of those requirements is the fuel level be above a specific minimum so the vehicle will not run out of fuel if the maximum runtime is exercised when using RES. After refueling the vehicle, the ignition must be cycled at least once and must be driven at least .5 miles before attempting another remote engine start. NO Telematics Performing as Expected Refuel vehicle. Make a Remote Start Request from the MySubaru APP Did the engine start? YES NO 7f. Is this the second, third or fourth RES attempt? Meaning, did the user successfully perform a remote engine start and subsequent RES attempts are failing? RES has specific operational criteria which must be met and cannot be exceeded or interrupted. If the first start was successful, the customer may be experiencing one of the engineered operational criteria which is a planned behavior of the RES system. The following questions will explore that possibility. YES YES Runtime < 20 min YES Runtime >20 min 7h. Did the user interrupt the first RES request by using Remote engine off on the MySubaru App or entering the vehicle and using the ignition OFF button? RES has specific operational criteria which must be met and cannot be exceeded or interrupted. If the first start was successful, the customer may be experiencing one of the engineered operational criteria which is a planned behavior of RES. If a RES cycle is manually interrupted by using the Push Button Start button, the next RES attempt cannot be made until at least 5 minutes have elapsed. 7g. Did the engine start on the first use of RES? Remote engine start has specific operational criteria which must be met and cannot be exceeded or interrupted. If the first start was successful, the customer may be experiencing one of the engineered operational criteria which is a planned behavior of RES. Maximum run time is 20 minutes in any combination of runs, then the ignition must be cycled prior to performing any additional RES attempts. Did the engine run the first time for MAXIMUM time of 20 minutes? NO NO YES YES Did the engine start? 9. Contact Techline with 10 sec of Telematics Data all PIDs. Telematics Performing as Expected NO YES 8. Cycle the ignition. Make a Remote Start Request from the MySubaru APP. Did the engine run the first time for LESS THAN 20 minutes? NO The doors, rear gate and on some models, the hood must all be closed for RES to function. Observation of the interior lamp operation is to determine if there may be a door latch switch failure and a door is indicated open in error. Refer to 15-242-19R for aid in diagnosising Telematics. The Push Button Start system must be functioning as intended for RES to function. Refer to: STIS > KEYLESS ACCESS WITH PUSH BUTTON START(DIAGNOSTICS) > Diagnostics with Phenomenon for help in determining the root cause. If necessary, contact your DSQM or Techline for further assistance. YES NO NO 7c. When standing close to the vehicle and looking through the windows, are all interior lamps currently off? This is an effort to verify all the doors are fully closed. This can be further verified by opening and closing each door including the rear gate (if equipped). Then, reconfirm no interior lamps are still illuminated. Closed doors are a precondition requirement for RES to occur and interior lamps not responding to any door action may indicate a concern in the door latch indicator system which may require repair by a retailer visit to ensure a fully functioning Telematics system. Some models also monitor the hood latch. If the hood is open, RES will fail. Ensure the hood is closed and no hood latch MIL is illuminated. 7d. Open the door, sit in driver’s seat and depress brake pedal. Observe LED on Push Button Start: IS THE LED ILLUMINATED GREEN? This is an effort to verify the Push Button Start system is functioning as intended. An ORANGE LED or NO LED would indicate a malfunction in one of the systems supporting engine starting even though the engine may start normally when using the Push Button Start but not start when using RES. Always confirm the Push Button Start LED is Green or flashing Green before proceeding. Flow Chart (continued) YES Bulletin Number: 15-282-21R; Revised: 08/31/23 Page 7 of 7

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