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Reprogramming Of DENSO Cp1 Infotainment Units To Optimize System Performance (WRI-20R)

WARNING: This page is about the Outback Limited XT, which is a different variant/trim than selected.
Publication date: 2023-11-13
Reference number: WRI-20R
Supersedes refnos: WRI-20

REPROGRAMMING OF DENSO CP1 INFOTAINMENT UNITS TO OPTIMIZE SYSTEM PERFORMANCE

REPROGRAMMING OF DENSO CP1 INFOTAINMENT UNITS TO OPTIMIZE SYSTEM PERFORMANCE

SERVICE CAMPAIGN BULLETIN

Reference Number(s): WRI-20R, Date of Issue:  November 13, 2023
SUBARU: 2020-2021MY Legacy and Outback

APPLICABILITY

2020-2021MY Legacy and Outback

INTRODUCTION

In the interest of customer satisfaction, Subaru of America, Inc. (Subaru) is initiating a Service Program for certain 2020-2021 model year Legacy and Outback vehicles to update the Cockpit Control Module (CCM) software to the latest version.

AFFECTED VEHICLES

Not all vehicles listed below are included in this Service Program. Coverage for all affected vehicles must be confirmed by using the Vehicle Coverage Inquiry function on subarunet.com  . This information will be available today.

The number of U.S. vehicles included in this service campaign is 212,971  .

Model Year Carline Affected Units
2020-2021 Legacy Refer to Vehicle Coverage Inquiry for WRI-20 Service Program Applicability
2020-2021 Outback

DESCRIPTION OF THE REPAIR

Subaru dealers will reprogram the CCM software on the affected vehicles at no charge for these customers.

RETAILER RESPONSIBILITY

Any vehicles listed in any recall/campaign that are in retailer stock must be:

Retailers are to promptly perform the applicable service procedures, to correct all affected vehicles in their inventory (new, used, demo & SSLP). Additionally, whenever a vehicle subject to this Service Program is taken into inventory or in for service, necessary steps should be taken to ensure the repair has been made before selling or releasing the vehicle.

OWNER NOTIFICATION

Owner notification letters will be mailed in January 2021. Retailers will be notified when owner notification begins.

SERVICE PROCEDURE

REMINDER:  Customer satisfaction and retention starts with performing quality repairs.

This Campaign affects certain "Mid" and "High" (w/Navigation) -level CP1 Head Units with 11.6-inch display ONLY as pictured below. The "Base" model (2-7.0-inch display screen unit) is NOT affected.

G16174098

MATERIALS REQUIRED

An empty, USB 2.0 or 3.0 storage device (flash drive) will be needed to perform the update procedure. The device should be dedicated to storing and transferring these updating files only. It must be a minimum of 16GB or more in size and contain a NTFS file format before downloading the update files onto it. Be sure to locate and re-format any existing USB drives used for updating Denso CP1 audio units to remove any outdated update versions. They must be fully cleared and properly formatted before adding these new update files to them.

IMPORTANT NOTE: 

There are various types of USB flash drive available from many suppliers. If the head unit does NOT recognize the USB drive during the reprogramming process due to controller IC type of USB drive or compatibility with the Cockpit Control Module (CCM), confirm the flash drive format is NTFS. The flash drive must be formatted for NTFS. If a recognition problem persists, use a different USB flash drive from another manufacturer.

RECOMMENDED USB FLASH DRIVES

ADDITIONAL REPROGRAMMING FILE CONTENT INFORMATION

In addition to the update for Firmware Over The Air (FOTA) functionality, the following list of other updates and an enhancement addressed by this reprogramming is supplied below:

OPERATIONAL ENHANCEMENT INCLUDED

The Auto Stop-Start On/Off function button has been moved from the bottom to top layer of the system for easier use. A screenshot of how the button will appear is shown below.

G16174105

STEP 1  : Perform a Vehicle Inquiry on Subarunet to confirm WRI-20 applicability. If there is an OPEN WRI-20 recall, proceed to STEP 2  , otherwise this bulletin does not apply.

STEP 2: VERY IMPORTANT:  Before proceeding with the software updating procedure, the currently installed software Version Number MUST be confirmed by following the steps below:

  1. 2a) After starting the engine and system boot-up completes, from the HOME screen, touch the Settings button.
    G16174106
  2. 2b) Press the General button. Use the down arrow to scroll to System Information then press to display the System Information/Version information.
    G16174107

The examples below identify the head unit model and the last 6 digits signify the software version number. Examples:

STEP 3:  Prepare the USB:

CAUTION: Do not use any USB flash drive which utilizes file organizing software or an operating system.

VERY IMPORTANT:  Before attempting to download any data files, confirm the PC and flash drive being used is not infected with any virus. The flash drive MUST be formatted for NTFS.

G16174108

STEP 4:  Download the Update Files to the USB.

Follow "A  " below when using files downloaded from Subarunet. Subarunet Links Page screenshot:

A: 

G16174109
IMPORTANT: Files downloaded from Subarunet will be .zip files and must be unzipped before they can be used. Using the normal audio/navigation system file update download procedure: Go to Subarunet, select Service Operations and Technical>>Forms/Downloads>>Gen 4/Denso for Audio/Navi then click on the applicable Hyperlink to download the file(s) to your SDS Notebook or PC:

MID-20-Legacy-Outback-Denso-CP1 AUDIO UPDATE-DECEMBER 2020

HIGH-20-Legacy-Outback-Denso-CP1 AUDIO UPDATE-DECEMBER 2020

MID-21-Legacy-Outback-Denso-CP1 AUDIO UPDATE-DECEMBER 2020

HIGH-21Legacy-Outback-Denso-CP1 AUDIO UPDATE-DECEMBER 2020

REMINDER:  Although BASE models are listed on the Links Page, this WRI-20  Campaign is applicable to "MID" and "HIGH" (Navigation-equipped) units ONLY.

Follow "B  " below when using the files sent directly to the SDS notebook from Nuspire.

B: 

STEP 5: 

Perform the software update.

CAUTION:
  • NEVER  attempt to install the software immediately following an exchange unit installation. Let the system restart first and operate for 20 minutes.
  • NEVER  attempt to install the software a second time for 30 minutes following a previously unsuccessful software installation.
  • NEVER  attempt to install the software for at least 30 minutes after completing a FOTA update.
  1. 5a) Perform the update in a well-ventilated location if updating with the engine running OR with the ignition ON and the DCA battery charger connected in Power Supply mode.
  2. 5b) PRESS and HOLD the RIGHT-side temperature control buttons (both up and down), press the Tune/Scroll knob 6 times then release all to display the Dealership Mode Menu.
    G16174117
  3. 5c) Select Software Update from the Dealership Mode menu.
    G16174118

    IMPORTANT NOTE:  On a RARE occasion, the message "Software update setup is initializing..." may be displayed. Should this occur, proceed to "Appendix A  " at the end of this bulletin for further instruction. For critical Service Bulletin helpful tips to prevent unnecessary hardware replacement, follow the link to an important Subarunet message: https://www.subarunet.com/home/home.html#/Announcement/83194.

  4. 5d) The screen shown here will be displayed.
    G16174119
  5. 5e) Insert the H/U reprogramming USB into the USB port. When the update screen appears, confirm the message on it and if no concerns, press OK.
    NOTE: If after plugging in the USB, the screen displays a Software Loading Unsuccessful message, confirm the USB device has been properly formatted and the software on the device matches the H/U being reprogrammed (example: MID  software is being used to update a MID  H/U).
    G16174120
  6. 5f) The screen below will be displayed.
    NOTE: The actual software version displayed will be different from the EXAMPLE picture shown below.
    G16174121
    IMPORTANT: The example above identifies the head unit model and the last 6 digits signify the software version number. Examples:
    • F11GHMxxx-xxx (HIGH model software)
    • F11GMMxxx-xxx (MID model software)

    Software Version Table 

    2020MY 

    G16174122

    2021MY 

    G16174123
    • Press OK to start the software update.
  7. 5g) Once the update begins, the screen below will be displayed with a progress bar. It takes about 15 to 20 minutes for the update to complete.

    VERY IMPORTANT: NEVER  turn the ignition OFF or ON while the software update is in process. To avoid any concerns with battery condition during programming, always perform the update with either the engine running (outside or with an exhaust hose attached) or with the DCA charger attached and in power supply mode.

    G16174124
  8. 5h) When the update is complete, the screen below will be displayed (the actual software version number will be different).
    G16174125

    IMPORTANT NOTE:  On rare occasions a "Software Update Incomplete" message may appear in this step which occurs due to a bug in the software update procedure. DO NOT attempt to install the update again, proceed to 5i)  below to confirm the software version has been updated to the latest version.

  9. 5i) Select OK in the screen above then remove the H/U reprogramming USB from the USB port.
  10. 5j) Turn the Ignition OFF, open the driver's door then close the driver's door.
  11. 5k) Wait for at least 3 minutes, then turn the ignition ON.
  12. 5l) Access Dealership Mode following steps provided STEP 2  above and confirm the software update completed successfully using the table below.. Always record the new software version number on the RO.

    2020 and 2021 MY Post-Update Version Number Tables 

    G16174126
    G16174127
  13. 5m) Turn the ignition OFF, open the driver's door then close the driver's door to complete the update procedure.

VERY IMPORTANT:  After the CCM reprogramming procedure is complete, ALWAYS  confirm proper back-up camera operation before releasing the vehicle.

SERVICE PROGRAM IDENTIFICATION LABEL

Type or print the necessary information on a Campaign Identification Label. The completed label should be attached to the vehicle's upper radiator support. Additional labels are available through normal parts ordering channels. The part number is MSA6P1302  , which comes as one sheet of 20 labels.

Part Number Applicability Description Order Quantity
MSA6P1302 All Models Campaign Completion Labels (contains one sheet of 20 labels) 1
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CLAIM REIMBURSEMENT AND ENTRY PROCEDURES

Credit to perform this recall will be based on properly completed repair order information. Retailers may submit claims through Subarunet.com.

Labor Description Labor Operation # Labor Time Fail Code
WRI-20-SOFTWARE VERSION CHECK ONLY A131-138 0.2 WRI-20
WRI-20-SOFTWARE UPDATE/REPROGRAMMING A131-118 0.6

A ONE-TIME  charge of $30.00  can be claimed in sublet to cover the cost of the USB flash drives.

IMPORTANT REMINDERS: 

"APPENDIX A"

Follow this procedure in the RARE case of "Software update setup is initializing...  " message is displayed:

  1. Turn the ignition OFF, open the driver's door close the driver's door and WAIT  for 3 or more minutes before proceeding further.
  2. Open the driver's door again and either turn the ignition ON (if a charger is connected) or start the engine.
  3. Go to Dealership Mode menu again (PRESS and HOLD the RIGHT-side temperature control buttons (both up and down) and press the Tune/Scroll knob 6 times then release all to display the Dealership Mode) and select Software Update as in STEP 3  beginning on pg 8.

IMPORTANT NOTE:  If this procedure is required, contact Techline as additional action may be necessary.

OWNER NOTIFICATION LETTER

This notice applies to the VIN identified in the address section printed below 

Subaru Service Program WRI-20 

January 2021 

Dear Subaru Owner: 

We would like to thank you for your selection of a Subaru vehicle. We take pride in our products and are committed to your continued satisfaction.

Subaru of America, Inc. (Subaru) is initiating a service program for certain 2020-2021 model year Legacy and Outback vehicles to update the Cockpit Control Module (CCM) software to the latest version. Our records indicate that you currently own one of these vehicles.

REASON FOR THIS SERVICE PROGRAM 

The latest version of the CCM software includes an update for the firmware-over-the-air (FOTA) functionality, updates related to the microphone and volume level functionality, an update related to the voice recognition functionality, and an update to prevent repeated rebooting after activating Android Auto.

WHAT SUBARU WILL DO 

In the interest of your continued satisfaction Subaru will reprogram the CCM in your vehicle at no cost to you.

WHAT YOU SHOULD DO 

Please contact your Subaru retailer (dealer) for an appointment to have this repair performed at no cost to you.

HOW LONG WILL THE REPAIR TAKE? 

The actual time to perform this repair is less than 40 minutes. However, it may be necessary to leave your vehicle for a longer period of time on the day of your scheduled appointment to allow your Subaru retailer flexibility in scheduling.

CHANGED YOUR ADDRESS OR SOLD YOUR SUBARU? 

If you have moved or sold your vehicle, please update this information online at www.subaru.com, select 'Customer Support,' then select 'Address Update' or 'Ownership Update' from the drop-down menu.

IF YOU HAVE PREVIOUSLY PAID FOR A REPAIR 

If you have already paid for repairs associated with this coverage, you may be eligible for reimbursement. Reimbursement consideration will be based on the amount an authorized Subaru retailer in your area would charge for the same repair.

Please send the original service repair order, which has the name of the repair facility, date of repair, mileage at the time of repair, complete 17-digit vehicle identification number (VIN), and your name, with correct mailing address and telephone number to the address listed below.

Subaru of America, Inc. 

Customer Advocacy Department, Attention: WRI-20 Service Program 

P.O. Box 9103, Camden, NJ 08101-9877 

Please send original receipts only and retain a photocopy for your records. Please be assured that we will attempt to process your reimbursement request as quickly as possible, but it may take up to 60 days for this process to be completed.

IF YOU NEED FURTHER ASSISTANCE: 

To locate the nearest Subaru retailer, you can access our website at www.subaru.com and select 'Find a Retailer.'

For additional information, please go to: http://www.wri20.service-campaign.com.

If you need additional assistance, please contact us directly:

Please contact us immediately if the Subaru retailer fails or is unable to make the necessary repairs free of charge.

Your continued satisfaction with your Subaru is important to us. Please understand that we have taken this action in the interest of your vehicle's proper operation. We sincerely apologize for any inconvenience this matter may cause and urge you to schedule an appointment as soon possible.

Sincerely,

Subaru of America, Inc.

A subsidiary of SUBARU CORPORATION 

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