Kevin Holt from Gerald Subaru of North Aurora in North Aurora, IL

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Derek Banks
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..4-6 (10) A/C Diagnosis... 6 (15) Combination Meter Replacement... 7 Tech Tips Greatest Tips (15) Bluetooth Operation And Diagnosis.

Friday Saturday 8:30AM - 7:30PM EST 10:30AM - 5:00PM EST 9:00AM - 3:00PM EST We are pleased to announce this month s winner of QMR of the Month: Kevin Holt from Gerald Subaru of North Aurora in North

1 home July 2017 Subaru Service and Technical Support Line Newsletter 2017 Subaru of America, Inc. All rights reserved. ARTICLES CONTAINED IN THIS ISSUE 01 QMR OF THE MONTH CODE ARTICLE...PAGE (00) STIS New Releases (01) QMR of the Month (01) Application Chart For Immobilizer System... 2 (01) Subaru University... 3 (09) Fuel Tank Cannot Be Filled (10) A/C Diagnosis... 6 (15) Combination Meter Replacement... 7 Tech Tips Greatest Tips (15) Bluetooth Operation And Diagnosis SUBARU TECHLINE HOLIDAYS & HOURS OF OPERATION Labor Day (Closed) Monday, September 4, 2017 Thanksgiving (Closed) Thursday, November 23, 2017 Mon. - Thurs. Friday Saturday 8:30AM - 7:30PM EST 10:30AM - 5:00PM EST 9:00AM - 3:00PM EST We are pleased to announce this month s winner of QMR of the Month: Kevin Holt from Gerald Subaru of North Aurora in North Aurora, IL Kevin submitted a very detailed QMR on his diagnosis and repair of a 2017 WRX with 1762 miles. The customer presented with a complaint of a fuel smell when accelerating to 4000 rpms and then shifting or decelerating. Kevin inspected the WRX looking for any evidence of fuel leaks but none were found. He then took a test drive to try and confirm the condition. While he didn t note any fuel odor during the test drive, he did smell some exhaust fumes. Returning to the shop he proceeded to inspect the exhaust for any leaks and found none. A bit puzzled at this point as to the cause, Kevin reflected on his experience with another OEM and came up with a theory. After carefully removing the rear bumper, he accessed the cabin air vents in the cargo area and found the answer. The positive air vent flaps had become flipped out of position and were now stuck open. Repositioning the flaps to their normal position corrected the condition as proved out on a quality confirmation road test. Kevin noted in his QMR that a prior OEM he worked with issued service information noting this type of condition. They reported the condition may occur during transport, specifically when vehicles were loaded with the rear of the vehicle facing forward. Our review of this area did not find a similar link for this case. It did show this condition is a very rare occurrence in the field based upon claims and other reports submitted. That said, it s good to remember the presence and function of these vents as they are generally out of sight, out of mind and easy to overlook should a similar concern be encountered in the future. We passed Kevin s report along for further investigation to our Advanced Quality Assurance team so they could review with it with the related Distribution and Logistics teams as part of our high standards in due diligence. The QMR report entered made it clear how CAUTION: VEHICLE SERVICING PERFORMED BY UNTRAINED PERSONS COULD RESULT IN SERIOUS INJURY TO THOSE PERSONS OR TO OTHERS. The Subaru TechTIPS newsletter is intended for use by professional s ONLY. Articles are written to inform those s of conditions that may occur in some vehicles, or to provide information that could assist in the proper servicing of the vehicle. Properly trained s 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 your vehicle has or will have that condition. Impreza, Legacy, Justy, Loyale, Outback, Forester, Subaru SVX, WRX, WRX STI, L.L. Bean, Baja, Tribeca, BRZ, XV Crosstrek and Quality Driven are Registered Trademarks. SUBARU OF AMERICA, INC. IS ISO COMPLIANT ISO 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. July 2017 TechTIPS Page 1 of 11

2 01 QMR OF THE MONTH Kevin arrived at the root cause and provided useful feedback for Subaru of America, Inc. and Subaru Corporation. In appreciation for going the extra mile and sharing his experience with us, Kevin will be receiving the following from his Field Service Engineer (FSE): A Snap On ATECH2FR100B Electronic Torque Wrench plus credits to be used for additional award items of his choice. Any Subaru Service can participate in QMR of the Month. See the February 2013 and January 2016 TechTIPS for full details. You may see your name here in a future TechTIPS. 01 APPLICATION CHART FOR IMMOBILIZER SYSTEM July 2017 TechTIPS Page 2 of 11

01 SUBARU UNIVERSITY Subaru-U is committed not only to the development of future s, but also educating existing Service personnel on how Automotive Education works and how to give back to local

3 01 SUBARU UNIVERSITY Subaru-U is committed not only to the development of future s, but also educating existing Service personnel on how Automotive Education works and how to give back to local programs. The Subaru-U Program is a true partnership and it cannot work unless all parties strive to make it work. Over the following months, a series of short articles will be released to help inform you, our retailers, about the education side of Subaru-U, what you can do to make the program a success and how to get the most out of it. For Information and program details see: Subaru-U.com Subaru-U on the Grow One of the huge challenges in our market place today is the shortage of qualified entry level people with a technical education and background. As technology grows and changes at a record pace, these people need to make decisions and be equipped with process thinking skills as never before. In our arena Subaru-University helps fil this widening void with qualified entry level people who have a passion for the brand and a drive to grow. Interns represent our future workforce in multiple areas of the store including s, Service Advisors, parts people and sales professionals. Test drive one today, and share with them the culture of your store. Some current statistics and plans for Subaru-U: 122 Schools currently on board with a close balance between Secondary and Post-Secondary Programs 1351 students enrolled in the Subaru-U programs and involved in Subaru learning in conjunction with their regular studies 268 students picked our Subaru stores for their internships; looking for a long and satisfying career in the industry. Some of our retailers are working with multiple student interns (we want them to stay with us so, let s treat them right) Phase two is right around the corner for the qualifying schools. Stay tuned for the unveiling next month. The full interactivity of the Subaru-U site is close to coming to fruition; a one- stop shop for the retailer, the student, the school and Subaru. Watch for the release, coming soon at: SOA, SDC and SNE are all on board to help take Subaru-U to the next level. As our businesses grow at a record pace and Subaru brings more state of the art, high quality products to the market, let s be sure we have the talent for our current needs and our needs well into the future. Thanks for being our partners in success! For more information, please fill out the Retailer Interest Form. July 2017 TechTIPS Page 3 of 11

4 09 FUEL TANK CANNOT BE FILLED The Techline continues to receive calls from s regarding Customer concerns that fuel cannot be added to the vehicle and/or DTCs P1449, P1443. In regards to being unable to fill the fuel tank, the first step in diagnosis is conducting a Customer interview for further details which could aid in a quick diagnosis. Example questions could include: Does this condition occur at multiple fuel stations? If yes, then how much fuel can be added before the pump shuts off? After the Customer interview, use this information to duplicate the concern. If duplicated, you can use the following process to isolate the fault. The example vehicle below is a 2014 Subaru Outback with a Customer complaint of fuel can only be added for 2 seconds before the pump shuts off. Figure 1 is an excerpt from the 2014 Outback Service Manual Mechanism and Function section describing the on-board refueling vapor recovery system or ORVR. When adding fuel to the vehicle, fuel tank pressure rises and the fuel vapors must be vented into the canister. If fuel vapors cannot be vented to the canister, excessive pressure occurs and the fuel filler gun will shut down to prevent fuel from spilling out of the filler tube. Figure 1 On-Board Refueling Vapor Recovery (ORVR) System Vapor Fuel July 2017 TechTIPS Page 4 of 11

5 09 FUEL TANK CANNOT BE FILLED Once the issue is verified at a fuel station and it is confirmed there are no issues with the fuel filler gun, return to the retailer and raise the vehicle for an inspection. Figure 2 is an exploded view of the fuel tank and partial EVAP system, along with the related hose routing. One suggestion would be to use this diagram to confirm hose routing. There have been reported cases of drain tubes being routed incorrectly after body shop repairs. Thoroughly review the vehicle history for any previous repairs that could affect this system. Inspect all components for damage or clogging that could prevent fuel vapors from being sent to the canister. 1. Verify the hoses/tubes are not kinked, clogged, or deformed in any way. Blockages in the drain tubes could cause DTCs such as P1449. Examples of clogs in drain tubes would be a spider nest or web. To properly clean this, do not use compressed air as you will need to devise a solution to physically push the blockage out of the tube. Compressed air will typically not remove blockages sufficiently. 2. Verify the drain filter is not blocked or clogged with foreign debris. 3. Verify the fuel filler hose is not blocked or clogged with foreign objects. There have been previously reported cases of fuel filler hoses collapsing internally which cannot be seen by a visual inspection of the exterior hose surface. Removal is necessary to ensure the hose has not collapsed. Refer to the December 2014 TechTIPS for further information. Figure Outback Fuel Tank/EVAP Component Diagram 2. Verify not clogged or blocked 1. Verify not clogged, kinked, or blocked 3. Verify not clogged, kinked, or blocked July 2017 TechTIPS Page 5 of 11

09 FUEL TANK CANNOT BE FILLED If your visual inspection yields no faults with blocks or clogs in the EVAP system, disconnect the drain tube from the fuel tank (item 10) then attempt to fill the

6 09 FUEL TANK CANNOT BE FILLED If your visual inspection yields no faults with blocks or clogs in the EVAP system, disconnect the drain tube from the fuel tank (item 10) then attempt to fill the vehicle with fuel. ¾ If fuel can be added with drain tube (item 10) disconnected, then there is a blocked or clogged component in the EVAP system. Inspect these components further to isolate the obstruction. ¾ If fuel cannot be added with the EVAP system disconnected and there are no obstructions in the fuel filler tube or filler hose (item 21), be suspect of a stuck vent valve in the fuel tank. NOTE: This process is not limited to the 2014 Subaru Outback, it can be used on all models AFTER you review the applicable Service Manual for system type, operation, and system layout. 10 A/C DIAGNOSIS The Techline continues to receive calls from s who are missing the basics when performing air conditioning repairs. Start by confirming the concernand obtain vent temperatures if the concern is an A/C performance issue. If the condition is intermittent, check for any trouble codes in the A/C control module. If the SSM does not have communication capabilities, look to the Service Manual for a possible control head diagnostic mode. If there are no codes, next step should be checking the system pressures. (This does not mean evacuation and recharge.) The Service Manual covers high and low pressure scenarios. If calling the Techline for assistance, fill out the A/C pre-call worksheet for a basic reference. Below is an example from a 2016 Outback. July 2017 TechTIPS Page 6 of 11

15 COMBINATION METER REPLACEMENT Did you know your Parts Manager can now order certain combination meters with the already mileage programmed? This has been available for several months now.

7 15 COMBINATION METER REPLACEMENT Did you know your Parts Manager can now order certain combination meters with the already mileage programmed? This has been available for several months now. More information is accessible by selecting the parts operations tab in Subarunet under Parts Operations and then Combi Meter Order Request. Below are the models that support this service. NOTE: The 2017 Impreza is not included. Refer to the Service Manual for mileage programming. BRZ and newer Crosstrek and newer Forester and newer Impreza to 2016 Legacy and newer Outback and newer Tribeca and newer WRX/STI and newer July 2017 TechTIPS Page 7 of 11

8 GREATEST For this version of TechTIPS Greatest Tips, we have decided to use Bluetooth Operation and Diagnosis. The Techline uses this Tip to assist s daily. Remember to check phone compatibility before attempting to diagnose a Bluetooth concern. May 2017 TechTIPS has step by step instructions on checking phone compatibility. 15 BLUETOOTH OPERATION AND DIAGNOSIS The Techline has been experiencing high call volume on Bluetooth concerns. Some of the concerns can be handled by following a basic diagnostic approach. If additional diagnostics are needed after following this approach, the Bluetooth pre-call worksheet should always be filled out and available at the time of the call to the Techline. This form is found on Subarunet in the Service/Forms area. In the event you receive a Bluetooth concern from a customer, always ask them (whenever reasonably possible) to demonstrate the condition using their phone. If it is a phone-related concern, you may have difficulty duplicating it with another phone. Phone-related concerns should be addressed by referring the customer to their cellular provider for assistance. The basic diagnostic approach should be: 1. Verify the customers concern. 2. Check the phone for compatibility. (Subaru.com- For owners- Bluetooth compatibility) If not compatible, advise the customer of this and verify operation with a compatible phone and display if necessary. 3. Pair another compatible phone. Is the concern still present? (If not, this is likely a phone-related concern) In the event the concern is still present, here is some information you should be aware of: Bluetooth is a wireless technology built for exchanging data over short distances, in this case between the phone and the audio unit. In the event you have a pairing concern, pairing another phone to diagnose which side the Bluetooth failure is on is the recommended approach. If you have a cellular concern (dropped calls), always remember the audio unit has no cellular connection and the phone is responsible for holding the call. While verifying the concern, when the call drops, see if the call is still live on the phone. If so, this could be an concern with the connection between the phone and the audio unit. Pair another phone and see if it has the same concern. If so, the concern is more likely with the audio unit however, other factors may apply. If the call has been dropped from the phone, this is likely a phone/cellular concern. For this case, advise the customer to contact their cellular provider for assistance. Please note, the displayed bars of cellular connection only indicate the available network strength and not reflective of the actual voice or data volume that network is carrying. Just because you have 5 bars doesn t mean you can t have a call drop occasionally or a slow data connection. Another point to keep in mind is, if the phone has experienced a recent operating system update (os or ios), the phone may need to be restarted to correct for the pairing condition. Most users leave their phones on 24/7. While not required in every case, many times just turning the phone OFF and then July 2017 TechTIPS Page 8 of 11

9 15 BLUETOOTH OPERATION AND DIAGNOSIS ON again may resolve a spotty Bluetooth pairing concern. In some cases after a system update, the customer may also need to delete the phone from the head unit and pair the phone to it again in addition to restarting the phone to resolve the intermittent or dropping pairing condition. If you have a voice command concern, remember, if the customer has chosen the option to download their phonebook, this will happen every key cycle. While this is happening, the voice commands may not be available until the download process completes. The time needed to download contacts will be much longer. Thousands of contacts can require several minutes (not seconds) to download. 00 STIS NEW RELEASES ITEM CODE ITEM TYPE TITLE CREATED DATE MSA5P2608C Restraint Systems (May 2017) 29-Jun Production Change to Rear Combination Lamps New Service Procedure for Repair of DTC P172A and P0B0B MSA5P0173C Steering, Suspension, Axles and Wheels (Module 504) (May 2017) MSA5P2602C Advanced Electrical Systems Diagnosis (May2017) MSA5P2603C Air Conditioning Refrigeration Systems(May2017) MSA5P2601C Intermediate Electrical Systems & Diagnosis (May2017) MSA5P1409C Direct Fuel Injection System (Module 409)(May 2017) R Upper Oil Pan Assembly- Design Changes 26-Jun R Diagnostic TIPS for ODS DTC B1760 and air/or Airbag DTC B Jun R Reprogramming File Availability for: DTC P05A Jun-17 All revised publications are highlighted in yellow. July 2017 TechTIPS Page 9 of 11

10 ITEM CODE ITEM TYPE TITLE CREATED DATE R DTC B2327 / B2328- Diagnosis and Repair Procedure 22-Jun R CVT Warranty Extension Reprogramming File Availability for Engine RPM Surge and Battery Failure after Repeated Short-Trip Driving Reprogramming File Availability Offering Additional Optimization of Harman Gen 3 Audio and Navigation Head Units Blower Fan Speed Fluctuation 29-Jun Jun Jun Jun WTN-74R Subaru Product / Campaign New Accessory Drive / V-Belt Availability to Address Slipping (Squeal or Chirping) Sound Reprogramming File Availability to Optimize Rear View Camera Operation on Harman Gen 3 Audio and Navigation Head Units 15-Jun Jun-17 All revised publications are highlighted in yellow. July 2017 TechTIPS Page 10 of 11

11 * NOW YOU CAN YOUR TECHTIPS INPUT AND SUGGESTIONS TO: * This is your chance to offer suggestions for use in future issues of TechTIPS! Make sure that if you us, you place in the subject line of your For TechTIPS Newsletter. Thank you! MODEL: YEAR: VIN: Description of situation encountered: Your suggestion for repair procedure, product improvements, etc.: Please attach separate sheets, if necessary. You may also want to include Service Manual diagrams or references, or your own drawings to assist in describing your suggestion. All information submitted becomes the property of Subaru of America, Inc. Permission is granted to Subaru of America, Inc. to print your name and suggestions in TechTIPS and other Subaru of America, Inc. publications. Mail items to: PO Box 6000, Cherry Hill, NJ Your Name: Signature: Dealer s Name: City: Date: Dealer Code: SUBARU TECHLINE Hours of Operation Monday Thursday 8:30 am to 7:30 pm Friday 10:30 am to 5 pm and Saturday 9 am to 3 pm July 2017 TechTIPS Page 11 of 11

March Robert Austin. An Apple i-pad Mini tablet with a custom Subaru Confidence in Motion case. Prestige Subaru in Asheville, NC

March Robert Austin. An Apple i-pad Mini tablet with a custom Subaru Confidence in Motion case. Prestige Subaru in Asheville, NC March 2015 Subaru Service and Technical Support Line Newsletter 2015 Subaru of America, Inc. All rights reserved. ARTICLES CONTAINED IN THIS ISSUE CODE ARTICLE...PAGE (00) February STIS New Releases...