Tech Tips September 2020 (TIPS0920)
Reference number: TIPS0920
TECH TIPS SEPTEMBER 2020
TECHNICAL INFORMATION TIPS
| SUBARU: | All Models |
01 QMR OF THE MONTH
We are pleased to announce this month's QMR of the Month Winner:
The report selected as July's QMR of the Month detailed Daniel's diagnosis and repair of an in-stock 2020MY Legacy with concerns of the doors not unlocking when using the keyless entry accompanied by an array of warning lights displayed in the combination meter. After verifying the conditions while the vehicle was sitting outside in direct sunlight on a very hot day, he unlocked the doors manually and was able to start the car but, it shut down after a few seconds and would not restart. Initial testing led Daniel to think there may be an immobilizer issue so, he began by attempting to re-register the keys. He immediately realized that could not happen as there was no communication with the BIU. Later in the day, after outside temperatures dropped and the vehicle interior cooled down, Daniel started digging into the BIU communication issue. He was able to start the car and move it into his bay. Because temperatures had dropped significantly during the day, he thought the condition may be temperature related. Initial "indoor" diagnosis found the vehicle operating normally with all warning lights cycling off after engine start so, he put the vehicle back outside to warm it back up in the sunlight while monitoring the interior temperature as it increased again. This testing revealed some vehicle functions began dropping out once the interior temperature exceeded about 100 degrees. By the time the interior temperature was back up to 125 degrees, the vehicle was back to the condition it was originally. While the interior was hot, Daniel removed the BIU and put it in a refrigerator to see if it failed in the hot temperatures. Unfortunately, the same operational concerns continued after BIU reinstallation. He performed the same test with the gateway control module and again with the ECM with the same results. With the vehicle back inside overnight, Daniel turned his attention to the CAN system. After extensive testing and finding no issue with the high-speed CAN wiring, he was able to isolate an open circuit in one section of the low-speed CAN coming from connector B41. Daniel provided a video of his DVOM while opening and closing the circuit when tugging lightly on the terminal he had removed from the connector. He determined there was a break of the wire inside the insulation about 4" up from harness connector B41. Normal operation of all vehicle systems was restored after completing replacement of the bulkhead wiring harness. Daniel's QMR included a thorough, step by step description of the diagnostic procedures used along with corresponding test results and a high-quality video to further document and support his findings.
In appreciation for going the extra mile and sharing his experience with us, Daniel will be receiving the following from his Field Service Engineer.
The other Regional winners selected from QMRs submitted during July 2020 were:
- Marco Yanes-Pena from Bill Kolb Jr. Subaru in Orangeburg, NY
- Tau Jeppesen from Larry H. Miller Subaru Boise in Boise, ID
- Joseph Ivory from Reliable Subaru in Springfield, MO
- Anthony Delbonis from Patriot Subaru of North Attleboro in North Attleboro, MA
Any Subaru Technician can participate in the QMR of the Month program. See the February 2013 and January 2016 issues of Tech TIPS for full details. You just might see your name and photo in a future issue of Tech TIPS!
01 QMR OF THE MONTH AWARD PRESENTATIONS
As part of our "enhanced" QMR of the Month recognition program, we will include a photo (whenever available) of the recipient's award presentation in TIPS. The winner selected from QMR of the Month submissions received during July 2020 was Daniel Anderson, a Subaru Senior Master Technician from Stohlman Subaru in Vienna.
Daniel is shown above (after being presented with his $500.00 Snap-On Gift Card) receiving his Certificate of Appreciation. Joining him (left to right) are: Stohlman Executive Management Team Member Jaimie Dent, Subaru of America (SOA) Field Service Engineer Len Conway, our Winner, Daniel Anderson and his wife Jennifer, Stohlman Subaru Dealer Principal Cathy Stohlman and her Fixed Operations Director Joe Lishman, SOA District Parts and Service Manager Beth Kuhn and SOA District Sales Manager Andrew Raszewski.
Congratulations and THANK YOU to our July 2020 QMR of the Month Award recipient!
TECH TIPS GREATEST TIPS
This series features TechTIPS articles frequently referred to by Techline. This month's feature is from December 2019 .
01 CALLING THE TECHLINE REVISITED
In order for Subaru Techline to best serve our retailers, it is necessary the Technician meet the following criteria before dialing in for assistance. Following this guideline can help reduce call wait times, decrease comebacks, and increase customer satisfaction.
- The vehicle should be available to the Technician for testing while on the phone with the Techline representative, if appropriate.
- If calling to discuss any type of Extension or TSB, included but not limited to CVT Extension, the Technician must have diagnostic results and be calling to discuss those diagnostic results.
- When a case number is given to a Technician, it serves as a means to document vehicle issues and repairs. It does NOT give authorization to replace anything. If your diagnosis leads you to replace a component and your testing results have been reviewed with the Techline Representative, it is still suggested you discuss this with your Service Manager. When in doubt about the need for an authorization, consult the Policy and Procedures manual to be sure you are following recommended procedures.
- Oil consumption issues falling within the guidelines of Technical Service Bulletin 02-157-14R do not need to be called in to the Techline unless you require assistance as stated at the bottom of the Consolidated Oil Consumption Form found on Subarunet.
- When you encounter a Customer complaint of a normal condition that you can verify on a comparable model, there is no need to call in for a case number to document this. If you have completed a repair successfully, there is no need to call and get a case number. It is suggested you complete and submit a QMR in these cases.
The Technical Support Line (Techline) is here to provide assistance to our retailers ONLY.
REMINDER: The Techline phone number should never be given to the Customer! We can assist Authorized Subaru Retailer personnel ONLY. Customers must be directed to Customer Advocacy Department (CAD) by contacting them online or by phone at:
http://www.subaru.com/customer-support.html or by calling 1-800-782-2783.
01 SENDING EMAIL TO TECHLINE
When working through a Techline case, Technicians may be requested to submit supplemental information which needs to be delivered through email.
Here are some simple reminders when this situation arises:
- When taking photo or videos, please review them to make sure the information requested is clearly captured.
- When taking photos of groups of identical parts such as spark plugs, fuel injectors, always identify which part was installed on which cylinder.
- All control module data should be flagged/marked during the recording process when the condition is duplicated. This helps to speed the process and provide a more accurate review.
- All SSM4 files should be submitted in.SEPF format. All SSM3 files should be submitted in.SSM format.
- The email address for TechLine is tech@subaru.com if searching in the address book use "Tech Services", all files sent should have a valid Techline case number indicated in the subject line. Do not send files without a case number, unless it is for CPO verification of CID and CVN.
- Some files may be too large to submit through email. To send these, an account with any cloud-based sharing service such as Google Drive, Drop Box, or iCloud is required. Send a shareable link to the same address, with the appropriate case number in the subject line.
- For detailed information on how to export and send SSM4 files see TSB# 01-175-16 and "Sending SSM4 Download" found under Other/Miscellaneous, for SSM3 files use TSB# 01-172-14.
Always follow up about an hour after sending the email to ensure it was received.
03 P2751, VEHICLE DOES NOT MOVE WHEN IN GEAR
Techline has recently fielded calls regarding P2751 "Intermediate Shaft Speed Sensor 'C' Circuit: No Signal." Customer concerns could be the vehicle will not move when shifted into drive or reverse, and sometimes there will be a noise heard before the check engine light illuminated. The TCM sets this trouble code immediately if there is no input signal received from the secondary pulley speed sensor when the primary pulley speed sensor signal is received. The primary and secondary pulleys are interlocked via the CVT chain. It is always good practice to review DTC Freeze frame data and save it as well as control module current data when no signal codes are present. Below is an example of CVT current data display showing what happens when the CVT chain is no longer connecting the primary and secondary pulleys. Shown between the flag and cursor is the observed increase in turbine speed (Blue) and primary pulley speed (Orange) with no increase in secondary pulley speed (Green). This data is a clear indication that the CVT chain is no longer connecting the Primary and secondary pulleys. This event can occur in both GEN1 and GEN2+ transmissions. It is also important to remember the location of the Forward Reverse Clutch in both generations of the CVT transmission. In the GEN1 transmission, the F/R clutch is after the primary and secondary pulleys which means the data below can be viewed with the vehicle in any gear P, R, N or D. In the GEN2+ transmissions the vehicle must be shifted into reverse or drive with the brake released to display primary and secondary movement.
06 2018+ STI GREEN BRAKE CALIPER DISCOLORATION
Subaru has received reports from customers with concerns regarding their brake calipers becoming discolored. Customers report the calipers color fades from a bright green to a brown color. Subaru has confirmed this phenomenon occurs when the brake calipers are excessively overheated and is not a defect.
07 REPLACING B/G-TYPE BIU
Updated & merged 10/2016, 01/2017 TechTIPS
The Techline has been receiving calls from Technicians after replacing BIUs stating the keys cannot be successfully registered. Keep in mind on a B/G-type system, the BIU and combination meter (or gateway CM) store key IDs when programmed. These key IDs remain stored and must match when installing a new component to the immobilizer. If the car came with three keys, then the BIU and combination meter will have three keys IDs stored. When replacing a BIU, all the keys should be collected from the customer. However, if not done and the Technician is looking to program the BIU, the keys will need to be deleted from the immobilizer before installing the new BIU. When programming the new BIU, only the one key from the ignition which was not deleted is needed. Program that key, then when all original keys are obtained, the remaining keys can be programmed. This could also be used if the customer has lost a key and does not want to replace it but wants to repair the car. However, in a scenario where communication with the BIU cannot be established to delete the keys, ALL the original keys were programmed to the vehicle will be needed to successfully finish the programming.
Example 1: A 2015 Legacy comes in and has a BIU failure. BIU communication cannot be established , the customer has supplied ALL original keys (3). Replace the BIU and program the keys.
Example 2: A 2015 Outback comes in and has been diagnosed with a BIU issue. Communication is normal. The customer only has one key for the car; all others were lost. Go into the immobilizer and delete all keys. This will delete all except the one in the ignition. Next, install the new BIU and program the one key on hand. Extra keys can be added upon the customer's request.
Example 3: A 2015 Forester comes in and has been diagnosed as having a faulty BIU. Communication is normal. The customer has supplied ALL original keys to the Technician. Replace BIU and program the keys.
Example 4: A 2018 Impreza comes in and has a BIU failure. BIU communication cannot be established , the customer has only one key for the vehicle. ALL other keys have been lost. Technician replaces the BIU, goes to program the key, but gets an error message looking for the additional keys to be registered. In this case the Technician is unable to delete the keys from the old BIU. Because this is a B-type system the combination meter will need to be replaced in conjunction with the new BIU. This will provide the ability to write new key IDs to the components in order to register the key(s) and start the vehicle.
After BIU replacement, make sure it is customized to the vehicle. Technicians have called in reporting strange issues regarding lights not operating, flashing lights, or inoperative features. This can be attributed to the BIU not being properly customized to the vehicle. For example: not switching the Factory Initial Setting from "Factory" to "Market" typically results in pocket lights, dome lights, and key ring flashing.
As shown below in Figure 1 , prior to replacing the BIU it is required to check and record the current customized settings. This can be achieved through the work support function utilizing the SSM4. More information on this can be found in the April 2016 TechTIPS Newsletter. Once BIU installation is complete, the unit must be customized to match the recorded settings.
When replacing a BIU always follow the applicable Service Manual procedure on STIS and Registration Manual For Immobilizer.
| ITEM CODE | ITEM TYPE | TITLE | CREATED DATE |
|---|---|---|---|
| MSA5B2103A | Owner Manual | 2021MY Legacy Getting Started... | 14-Sep-20 |
| MSA5B2104A | Owner Manual | 2021MY Outback Getting Started... | 14-Sep-20 |
| MSA5M2111A | Owner Manual | 2021MY Legacy/Outback Subaru S... | 14-Sep-20 |
| MSA5M2114A | Owner Manual | 2021MY Legacy/Outback Eyesight... | 14-Sep-20 |
| MSA5M2103A | Owner Manual | 2021MY Legacy Owner's Manual | 14-Sep-20 |
| MSA5M2104A | Owner Manual | 2021MY Outback Owner's Manual | 14-Sep-20 |
| 07-180-20 | Technical Service Bulletin | Auto Start-Stop Inoperative/... | 11-Sep-20 |
| 09-72-20R | Technical Service Bulletin | Intake Manifold/Tumble Gener... | 11-Sep-20 |
| 15-240-19R | Technical Service Bulletin | New Harman Audio Amplifiers | 10-Sep-20 |
| 10-97-20 | Technical Service Bulletin | Center Vent Grille Assembly-D... | 10-Sep-20 |
| 12-299-20 | Technical Service Bulletin | Driver's Seat Hinge Cover-Des... | 10-Sep-20 |
| 15-272-20 | Technical Service Bulletin | 2021 Audio/Navigation & Power... | 9-Sep-20 |
| L101SFL003 | Accessory Installation Guide | CROSSTREK TRAILER HITCH - Fren... | 9-Sep-20 |
| L101SFL003 | Accessory Installation Guide | CROSSTREK TRAILER HITCH | 9-Sep-20 |
| 15-273-20 | Technical Service Bulletin | Denso CP1 BASE (Dual 7" Displa... | 9-Sep-20 |
| 15-261-20R | Technical Service Bulletin | Reprogramming File Availabilit... | 9-Sep-20 |
| TECH_SRVY_20 | Other/Miscellaneous | 2020 Subaru Technician Survey | 8-Sep-20 |
| 15-269-20R | Technical Service Bulletin | 2017-18MY Forester A/C Condens... | 4-Sep-20 |
| H461SAN003 | Accessory Installation Guide | 2021MY Legacy/Outback Footwell... | 4-Sep-20 |
| H461SXC105 | Accessory Installation Guide | 2021MY Forester Footwell Illum... | 4-Sep-20 |
| H461SXC105 | Accessory Installation Guide | 2021MY Ascent Footwell Illumin... | 4-Sep-20 |
| H461SXC105 | Accessory Installation Guide | 2021MY Impreza/Crosstrek Footw... | 4-Sep-20 |
| 15-237-19R | Technical Service Bulletin | Chattering Sound from A/C Comp... | 4-Sep-20 |
| 15-223-18 | Technical Service Bulletin | A/C Condenser Assembly-Design... | 4-Sep-20 |
| L101SFL002 | Accessory Installation Guide | CROSSTREK TRAILER HITCH - warn... | 3-Sep-20 |
| WUJ-95R | Subaru Product/Campaign Bulletin | Exhaust Pipe Front (EPF) Bello... | 3-Sep-20 |
| L101SAN000 | Accessory Installation Guide | OUTBACK TRAILER HITCH - warnin... | 3-Sep-20 |
| L101SSJ001 | Accessory Installation Guide | 2019-21MY FORESTER TRAILER HIT... | 3-Sep-20 |
| 09-65-16R | Technical Service Bulletin | Fuel Injector Design Change to... | 2-Sep-20 |
| 15-255-19R | Technical Service Bulletin | Map Data Update Procedure for... | 31-Aug-20 |
| 15-254-19R | Technical Service Bulletin | Map Data Update Procedure for... | 31-Aug-20 |
| 15-236-18R | Technical Service Bulletin | Reprogramming File Availabilit... | 31-Aug-20 |
| 12-289-20 | Technical Service Bulletin | Rear Gate Stay Warranty Extens... | 31-Aug-20 |
| 15-271-20 | Technical Service Bulletin | Discontinuation of "Stitcher"... | 31-Aug-20 |
| 15-211-17R | Technical Service Bulletin | Reprogramming File Availabilit... | 31-Aug-20 |
| H671SXC200 | Accessory Installation Guide | PORT INSTALLTION: 2021MY Ascen... | 31-Aug-20 |
| 06-79-20 | Technical Service Bulletin | Availability of New Master Cyl... | 31-Aug-20 |
| 05-76-20 | Technical Service Bulletin | Front Wheel Hub Assembly-Desi... | 31-Aug-20 |
| 12-293-20 | Technical Service Bulletin | Rear Quarter Glass-Design Cha... | 27-Aug-20 |
| 03-82-18R | Technical Service Bulletin | Clutch Release (Throw-Out) Bea... | 26-Aug-20 |
| TIPS0820 | TechTIPS NewsLetter | 2020 August TechTIPS Newslette... | 26-Aug-20 |
| H671SAN200 | Accessory Installation Guide | PORT INSTALLATION: 2020MY Outb... | 25-Aug-20 |
| 15-258-19R | Technical Service Bulletin | 2020MY Legacy and Outback | 25-Aug-20 |
| B321SFL020 | Accessory Installation Guide | PORT INSTALLATION: 2021MY Asce... | 25-Aug-20 |
| 07-155-19R | Technical Service Bulletin | Power Rear Gate (PRG) Control... | 25-Aug-20 |
| 07-143-18R | Technical Service Bulletin | Power Rear Gate (PRG) Control... | 25-Aug-20 |
| H671SXC200 | Accessory Installation Guide | 2021MY Ascent Wireless Charger... | 24-Aug-20 |
| MSA5B2102A | Owner Manual | 2021 Forester Getting Started... | 24-Aug-20 |
| MSA5M2123A | Owner Manual | 2021MY Forester Subaru STARLIN... | 24-Aug-20 |
| MSA5M2113A | Owner Manual | 2021MY Forester Eyesight Owner... | 24-Aug-20 |
| MSA5M2102A | Owner Manual | 2021MY Forester Owner's Manual | 24-Aug-20 |
| U8290BE | Service Manual | 2021MY Forester New Car Inform... | 24-Aug-20 |
| 15-270-20 | Technical Service Bulletin | 2020 Outback & Legacy FOTA (Fi... | 19-Aug-20 |
| 06-78-20 | Technical Service Bulletin | 2019-20 MY Ascent Brake Pad De... | 18-Aug-20 |
| E551SFL200 | Accessory Installation Guide | 2021 Crosstrek (all models) Fr... | 18-Aug-20 |
| 07-124-17R | Technical Service Bulletin | Reprogramming File Availabilit... | 17-Aug-20 |
| H4510FL100 | Accessory Installation Guide | 2021MY Crosstrek Fog Light Kit... | 13-Aug-20 |
| L101SSJ001 | Accessory Installation Guide | 2019-21MY FORESTER TRAILER HIT... | 13-Aug-20 |
| L101SSJ001 | Accessory Installation Guide | 2019-21MY FORESTER TRAILER HIT... | 13-Aug-20 |
| 06-77-20R | Technical Service Bulletin | DTCs C1531 and C1741-VDC Cont... | 12-Aug-20 |
| WTB-63R | Subaru Product/Campaign Bulletin | Service Campaign - Electronic... | 12-Aug-20 |
| Service Diagnostics | 2021MY Forester Service Manual... | 11-Aug-20 | |
| H501SSG203 | Accessory Installation Guide | PORT INSTALLATION: 2019-2021MY... | 11-Aug-20 |
| 13-103-20 | Technical Service Bulletin | 2021 MY Paint Coding Informati... | 10-Aug-20 |
| J101SFL600 | Accessory Installation Guide | PORT INSTALLATION: 2021MY Cros... | 10-Aug-20 |
| MSA5M2118A | Owner Manual | 2021MY Crosstrek Eyesight Owne... | 10-Aug-20 |
| MSA5M2119A | Owner Manual | 2021MY Crosstrek Subaru STARLI... | 10-Aug-20 |
| MSA5B2107A | Owner Manual | 2021 Crosstrek Getting Started... | 10-Aug-20 |
| MSA5M2107A | Owner Manual | 2021MY Crosstrek Owner's Manua... | 10-Aug-20 |
| Service Diagnostics | 2021 Legacy/Outback Service Ma... | 10-Aug-20 | |
| U2600BE | Service Manual | 2021MY Legacy/Outback New Car... | 10-Aug-20 |
| 07-176-20R | Technical Service Bulletin | DTCs B118B, B11E5, B11E6 in Dr... | 5-Aug-20 |
| 16-130-20 | Technical Service Bulletin | DTC P0730, Erratic Upshifting... | 5-Aug-20 |
| 02-161-15R | Technical Service Bulletin | New Installation Procedure for... | 4-Aug-20 |
| J501SXC150 | Accessory Installation Guide | PORT INSTALLTION: 2021MY Ascen... | 4-Aug-20 |
| J501SXC130 | Accessory Installation Guide | PORT INSTALLTION: 2021MY Ascen... | 4-Aug-20 |
| B321SFL020 | Accessory Installation Guide | PORT INSTALLATION: 2021MY Impr... | 4-Aug-20 |
| 14-22-16R | Technical Service Bulletin | Special Service Tool Cross Ref... | 4-Aug-20 |