Bulletin Number: 15-221-18R; Revised 02/12/21
Page 2 of 45
CAUTION: VEHICLE SERVICING PERFORMED BY UNTRAINED PERSONS COULD
RESULT IN SERIOUS INJURY TO THOSE PERSONS OR TO OTHERS.
Subaru Service Bulletins are intended for use by professional technicians ONLY. They
are written to inform those technicians of conditions that may occur in some vehicles,
or to provide information that could assist in the proper servicing of the vehicle. Properly
trained technicians have the equipment, tools, safety instructions, and know-how to
do the job correctly and safely. If a condition is described, DO NOT assume that this
Service Bulletin applies to your vehicle, or that your vehicle will have that condition.
Subaru of America, Inc. is
ISO 14001 Compliant
ISO 14001 is
the international standard
for excellence in Environmental
Management Systems. Please recycle
or dispose of automotive products in a
manner that is friendly to our environment
and in accordance with all local, state
and federal laws and regulations.
Continued...
General
0.0
INTRODUCTION:
This bulletin provides helpful information about operating conditions observed in the field for Technicians to use
when diagnosing customer concerns which may arise while operating Harman Gen 3 Navigation and Display Audio
systems. We will continue to add to this bulletin as more information becomes available.
CONDITION# 0.1
Head Unit Lockup:
a. HMI (Human Machine Interface) locked up
b. Touch screen not taking input
c. Complete system locked up (no hard keys and no audio)
d. Only the STARLINK screen is shown
CAUSE:
1.
Checking for audio in an internally amplified system will indicate, if the microprocessor is
communicating and processing audio. In Harman Kardon amplifier equipped audio systems,
if audio is present, it means the Head Unit is sending CAN data to communicate with the
amplifier. If you do not hear anything on a Harman Kardon amplifier equipped system, no
absolute conclusions can be drawn as there can be multiple causes of no audio (e.g. no CAN
activity, faulty audio connections, faulty amplifier, etc.).
2.
If hard keys are working, this could indicate that the touch panel is having issues. The system
is up and running, but touch screen input is not being registered.
3.
If hard keys are working, this helps determine the system is receiving input and responding
to that input (volume, source changes, preset advance, VR, etc.).
4.
Another example of checking that the Operating System is responding. From past reports,
detecting a CD/USB was often reported as a freeze or lockup, but the rest of the system was
operating.
NOTE:
Past reports of not receiving phone calls on the head unit were reported as a freeze or lockup
but found to have lost connection between phone and Head Unit.
Based on the data collected follow the service manual to complete diagnostic and isolate the concern
leading to a repair.
