Data Communication Module (DCM) Procedures For Provisioning Failure, Inspection/Repair (15-196-16R)

Publication date: 2017-04-25
Reference number: 15-196-16R
Supersedes refnos: 15-196-16

DATA COMMUNICATION MODULE (DCM) PROCEDURES FOR PROVISIONING FAILURE, INSPECTION/REPAIR

TECHNICAL SERVICE BULLETIN

Reference Number(s): 15-196-16R, Date of Issue: April 25, 2017

SUBARU:

2016-2017 All Models

Superceded Bulletin(s): 15-196-16, Date of Issue: April 25, 2016

APPLICABILITY

2016-2017MY: All Models equipped with STARLINK Telematics

IMPORTANT: This procedure applies to vehicles with VINs shared with your retailer as leads through the STARLINK Notifications Dashboard found on Subarunet (see example below) which indicate a possible concern with the activation status of the SUBARU STARLINK Safety and Security Services feature.

INTRODUCTION

Provisioning is the process by which the DCM receives the subscription request and activates the related DCM features requested as outlined in the specific subscription contract. If provisioning is not successful then the DCM may remain in an inactive state and the requested services may not be activated for the customer. Field investigation has found that this may be a result of three possible conditions.

The DCM may be off the network due to vehicle storage or other network factors.
The DCM may be lacking power or ground due to some body side electrical concern.
The DCM may have an internal failure.

The following procedures are not only designed to repair the vehicle but also to gather as much information as possible about the actual failure that each vehicle has experienced. Please follow each step and collect all data as requested.

NOTE: Do not release the vehicle back to the customer until provisioning has been confirmed as completed and services are active.

IMPORTANT NOTES:

For the vehicles listed ONLY: DO NOT attempt to install the campaign WQZ-61 programming (where applicable) prior to completing this procedure.
If the inspection results in DCM replacement, all DCMs supplied as repair parts already include the WQZ-61 software update.
1. DO NOT attempt to program a replacement DCM. Instead, confirm and document the software version in order to close the WQZ-61 campaign (where applicable).
2. DO NOT remove the backup battery (BUB) from the vehicle's DCM
  NOTE: (Due to concerns with current parts supply. If a replacement BUB is not available, do not delay the repair. In this event swap the BUB from the old DCM to the new DCM)
3. Remember to install a BUB in the replacement DCM (See NOTE in point b above).
If you need to confirm a value shown in hexadecimal format, go to: http://string-functions.com/hex-string.aspx and carefully enter the hexadecimal string to decode it. This will only occur if the SDI is used. For this reason we recommend the use of DSTi.

INSPECTION PROCEDURE

Please record all of your results starting at step 1.

Step	Check	Yes	No
1. Check LED lamps	Turn the ignition ON- (Key ON/Engine OFF). Turn the headlamps OFF for easier visibility of the LED lamp status.	Note the lamp status here.	Note the lamp status here.
	No lamp?	Go to Step 2
	GREEN lamp only?	Go to Step 2
	Others (RED only or both on)	Go to Step 4
2. Comm. Check Procedure	Press and hold the blue "i" button until the RED and GREEN lamps flash. In some cases, the RED and GREEN lamps may continue to flash. Once they stop, the Comm. Check is complete. If the LED lamps do not flash, it may have already been Comm. Checked. Proceed to Step 3 in either case.	Continue to step 3	Continue to step 3
3. Provisioning Procedure	Start the engine and allow to idle for at least 60 seconds. If the vehicle is subscribed, the Provisioning is usually automatically completed.	Continue	Continue
	Does the GREEN LED illuminate? NOTE: If not, try again after parking the vehicle outside for 30 minutes in an area of strong cellular reception. The car must be off during that time.	Continue	Go to Step 4
	Press the red SOS button. Does a STARLINK operator answer? If you hear a pre-recorded message, "Not currently subscribed to STARLINK please visit mySubaru.com to upgrade your service," Go to Step 4.	If "Yes", inform them this is a test and end the call. Proceed below.	Go to Step 4
3. Provisioning Procedure	Press the blue "i" button. Does a Roadside Support operator answer? If you hear a pre-recorded message, "Not currently subscribed to STARLINK please visit mySubaru.com to upgrade your service," Go to Step 4.	If "Yes", inform them this is a test and end the call. Proceed below.	Go to Step 4
3. Provisioning Procedure	If BOTH STARLINK and Roadside operators are reached, the vehicle is successfully provisioned and no further action is needed.	Confirm if WQZ61 has been completed. Is the DCM Software version DCM_05.00.17_20151001 If not, install WQZ61 programming. Confirm you can connect with each operator again. Finish
4. Hooking up SSM	Using the SDS Notebook and DSTi, start the vehicle, allow to idle for 1 minute and attempt to communicate with the DCM. Can you communicate?	Go to Step 6	Go to Step 5
5. Check Power Supply to DCM	Inspect for possible power supply concern or poor contact/connection using the applicable Service Manual diagnostics. Start with confirmation of power supply and fuse condition. Can you communicate now?	Go to Step 6	Contact Subaru TechLine and ask for a Telematics specialist. (866) Subaru2 Option #3
6. Check DCM Data	Collect and save 10 seconds of DCM data using the SSM4. Viewing the data, confirm the VIN in DCM data matches the vehicle VIN. If using SDI refer to important note 3 above. Note the subscription status Blank Comm. Check Subscribed Unsubscribed Others list it here Note the MSISDN (if populated) If using SDI refer to important note 3 above.	After collecting and viewing data, proceed to Step 7
7. Check the DCM for DTCs	Are there any DTCs?	Save all DTCs and FFD. Perform troubleshooting per applicable service manual and note step by step troubleshooting results.	Contact Subaru TechLine and ask for a Telematics specialist. (866) Subaru2 Option #3
7. Check the DCM for DTCs	Do the troubleshooting results indicate to replace the DCM?	Contact Subaru TechLine and ask for a Telematics specialist. (866) Subaru2 Option #3	Contact Subaru TechLine and ask for a Telematics specialist. (866) Subaru2 Option #3

**Example DCM Serial Number and IMEI Number

WARRANTY/CLAIM INFORMATION

For vehicles within the Basic New Car Limited Warranty period or covered by a Subaru Added Security Classic or Gold plan, this repair may be submitted using the following claim information:

Labor Description	Labor Operation #	Failure Code	Labor Time
TELEMATICS CHECK SYSTEM OPERATIONAL	A067-930	ZRC-43	0.4
TELEMATICS CHECK W/ELECTRICAL REPAIR	A067-931		1.2
TELEMATICS CHECK DCM DEFECTIVE PROVISIONED AUTOMATICALLY	A067-932		1.6
TELEMATICS CHECK DCM DEFECT & STARLINK ASSIST TO PROVISION	A067-933		1.8

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.