Leo Gilmore from Ruge s Subaru in North Rhinebeck, NY

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1 home August 27 Subaru Service and Technical Support Line Newsletter 27 Subaru of America, Inc. All rights reserved. ARTICLES CONTAINED IN THIS ISSUE QMR OF THE MONTH CODE ARTICLE...PAGE (00) STIS New Releases () QMR of the Month... 1 () QMR Of The Month Award Presentation... 2 () QMR of the Month Program Enhancements... 2 () DCM and ECM Swapping... 2 () Authorization Requests... 3 () CPO Procedure for Turbocharged Subaru Vehicles... 3 () Calling The Techline Revisited. 4 Tech Tips Greatest Tips (07) Forester, TPMS Light Flashing, Sensor Registration Issues... 5 (15) Eyesight Programming... 6 (15) Long Range RES Quirks... 7 SUBARU TECHLINE HOLIDAYS & HOURS OF OPERATION Labor Day (Closed) Monday, September 4, 27 Thanksgiving (Closed) Thursday, November 23, 27 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: Leo Gilmore from Ruge s Subaru in North Rhinebeck, NY Leo submitted a very detailed QMR on his diagnosis and repair of a 27 Outback with just 10 miles. While performing the PDI of this vehicle, Leo found the power windows were not functioning. Checking the power supply circuit, he found the 30A fuse was open. Replacing the fuse with a headlamp as a test load, he used an inductive amp clamp to test the window circuits coming from the master switch for similar load as the load required to power the lamp. He found by holding the left rear window switch, on the master switch, in the up position produced a matching load. Leo then started to split and isolate the circuit from the rear window switches forward. He began by disconnecting the rear switches and worked his way one connector at a time back to the master switch. At each step, he found no change in the condition. Disconnecting connector i1 removed the master switch from the circuit and eliminated the load. Inspecting the connections at i1, he found pin 11 of the mating connector D84 was bent upward contacting pin 6 creating a direct short to ground. Straightening pin 11 and reconnecting the connector eliminated the short and the circuit load. After installing a new fuse, the circuit continued to operate normally. Leo s QMR included detailed photos and specifics related to his repair making the report easy to follow and understand. It also provided helpful feedback for both manufacturing and quality assurance. In appreciation for going the extra mile and sharing his experience with us, Leo 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 Technician can participate in QMR of the Month. See the February 23 and January 26 TechTIPS for full details. You may see your name here in a future TechTIPS. 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 Technicians ONLY. Articles 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 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 140 COMPLIANT ISO 140 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. August 27 TechTIPS Page 1 of 11

2 QMR OF THE MONTH AWARD PRESENTATION As a part of our enhanced QMR of the Month recognition program, we will be including a photo (whenever available) of the recipient s award presentation in TIPS. The winner selected from QMR of the Month submissions received during July, was Leo Gilmore, a Technician at Ruge s Subaru in Rhinebeck, NY. Leo is shown above receiving his award and is flanked by: Left to right: Scott Hutchins (General Manager), Jim Colamarino (FSE), Leo Gilmore (Technician), Lewis Ruge (Dealer Principal) and Jack Cleary (Service Manager). Congratulations and THANK YOU to our QMR of the Month Award recipient! QMR OF THE MONTH PROGRAM ENHANCEMENTS Subaru of America, Inc. would like to thank all Subaru Service personnel who have participated in the QMR of the Month program. To keep the drive to win the National level award alive, there has been a change to the QMR of the Month National winner award. National winners will now earn: GoPro Hero 5 32 GB SD card 2 credits to be used toward select tier one and/or tier two merchandise. All other aspects pertaining to the QMR of the Month program are currently remaining the same. Please see your FSE for details. DCM AND ECM SWAPPING As a reminder, the DCM (Data Communications Module) cannot be swapped between vehicles. If you decide to swap audio units between vehicles, you must leave the DCM with its respective vehicle. If the DCM is swapped between vehicles, this will cause the telematics to become inoperable in both vehicles. The DCM has a VIN stored internally for the vehicle s telematics subscription. The DCM receives the VIN from the ECM. If you ever need to swap an ECM between vehicles the DCM must be disabled. You can disable the DCM by unplugging it. August 27 TechTIPS Page 2 of 11

3 AUTHORIZATION REQUESTS Here are a few suggestions to help us to provide you with timely replies to Authorization Requests (AR) you submit for WARRANTABLE glass or paint claims which equal or exceed $ These suggestions also apply to the ARs for long blocks outlined in the two Service s ( R & ) that can be found on STIS. Use a quality camera to take your pictures. Pictures up to 5MB each can be uploaded to the AR. All ARs should include pictures that clearly show the condition being reported. Find a location in your dealership where the lighting will allow you to take quality pictures. Review all pictures you intend to submit prior to attaching them to your AR. Only attach quality photos that clearly show the condition being reported. NOTE: Reviewing the pictures you are about to submit insures only quality pictures are submitted. This will help us make an informed and timely determination on the disposition of your AR. If you have questions about what is covered under warranty, please refer to the Subaru Claims Policies and Procedures Manual to determine if the condition you are about to submit an AR for is covered. CPO PROCEDURE FOR TURBOCHARGED SUBARU VEHICLES Due to the high number of phone calls presented to the Techline, we felt it necessary to remind retailers of the correct CPO procedures for Turbocharged Subaru vehicles. Checking the CID/CVN over the phone for CPO purposes is NOT the correct procedure. The information below was published in the September 25 TechTIPS Newsletter: Please ensure all criteria are met before sending in a CPO CID/CVN Certification request to avoid delays. Once the vehicle has passed this part of the inspection process, you should proceed with the rest of the decision-making process on certifying the vehicle. As the CPO 152-point inspection form indicates, if a vehicle has ANY performance modifications, it cannot be enrolled as a Subaru Certified Pre-Owned vehicle. If there are any other non-performance related modifications, the vehicle must be returned to stock, with all stock/oem parts installed before it can be enrolled as Certified. Non-compliance to these requirements may result in chargeback to the retailer for replacements after it is sold as a Subaru CPO unit. August 27 TechTIPS Page 3 of 11

4 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. Techline authorization is limited to paint and glass defects as noted. 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 R 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. The only Authorizations the Techline can provide are for Warrantable Glass and Paint issues. They are to be submitted through the Authorization Request (AR) process also 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 Retailer Services (CRS) by contacting them online or by phone at: or by calling August 27 TechTIPS Page 4 of 11

5 GREATEST For this month s version of Tech Tip s Greatest Tips, we have selected a Tip from September 25. The Techline still uses this Tip daily. Remember to look for water damage if replacing a TPMS module FORESTER, TPMS LIGHT FLASHING, SENSOR REGISTRATION ISSUES The Techline has received a number of calls regarding flashing TPMS warning lights. After initial diagnosis, if you are even able to communicate with the TPMS system, sometimes codes are stored, but most of the time there are none. If you encounter this condition, and for example, only 3 of 4 TPMS sensors are able to be registered, always check the TPMS control module for signs of water intrusion before replacing any parts. Also, always inspect the connectors and pins at the module carefully for corrosion if this condition is verified. Most cases have been traced back to the passthrough rubber harness cover / bellows between the body and the rear gate not being fully seated as shown in the photos below. The improper seating area has been primarily on the front side which can make it hard to see if not inspected carefully. There have also been isolated cases of a missing sealing gasket on the rear roof rail mounting stud. When either of these conditions occur, water can enter the vehicle, follow down the rear gate harness and drip directly onto the TPMS control module, eventually causing internal damage as seen in the bottom photo of a damaged ciruit board. If you verify this concern, make sure to thoroughly clean and fully reseat the pass through harness cover and re-check to verify any water leak has been repaired. To complete the repair, it will be necessary to replace the TPMS control module and re-register all the transmitters. Water Damage to Circuit Board Improper Seating Missing Sealing Gasket August 27 TechTIPS Page 5 of 11

6 15 EYESIGHT PROGRAMMING The procedure for replacing the Eyesight camera on the 25 MY WRX/STI and 28 MY Crosstrek has been changed. You must now register the EyeSight camera to the vehicle after replacement only. Please follow the appropriate Service Manual procedures to complete the calibration of the EyeSight system. See the information below from a 28 Crosstrek Service Manual: August 27 TechTIPS Page 6 of 11

7 15 LONG RANGE RES QUIRKS Vehicles Affected: 25MY+ Legacy/Outback with Push Start Ignition 24MY+ Forester with Push Start Ignition Remote Engine Start Kit Part Number: 25MY+ Legacy/Outback H0SAL100 and H0SAL1 24MY+ Forester H0SSG100 and H0SSG1 Issue/Scenario: Long range RES Fobs do not always start the vehicle after shutting down the RES system, opening and closing a door or cycling off the ignition Scenario 1: The Technician could be facing the (factory/safety) delay after closing a door or an ignition off event which applies to cycling the ignition off with the start/stop button on the dashboard or a remote start shut down. This safety delay is normal and can last up to 30+ seconds before a remote start activation will be successful. Solution: Wait at least 30+ seconds and this issue should not occur. An alternative option to waiting 30+ seconds would be to lock the doors with the factory fob (Cancels the safety delay) and then activate the remote start system with the long range fob. Scenario 2: If a remote start attempt is made with a long range RES fob immediately after shutting down the remote start system, the Technician could be fighting a 5 second transmit window (2-way response) from the windshield transceiver which would block the next remote start transmission from the long range fob. Solution: Wait at least 5 seconds after a remote start shut down before activating the remote start system again. After 5 seconds, this issue should not occur. August 27 TechTIPS Page 7 of 11

8 00 STIS NEW RELEASES ITEM CODE ITEM TYPE TITLE CREATED DATE H4510FL R R WTJ-70R Campaign FOG LAMP KIT 8-Aug-17 Reprogramming File Availabilit... 8-Aug-17 New Alternator Assembly to Add... 8-Aug-17 Service Campaign - Forester CV... 4-Aug-17 MSA5B1811A Owner Manual 28 Crosstrek, Impreza, Legac... 4-Aug-17 MSA5B1807A Owner Manual 28 Crosstrek Quick 3-Aug-17 MSA5M1819A Owner Manual 28 Crosstrek SUBARU STARLINK... 3-Aug-17 MSA5M1818A Owner Manual 28MY Crosstrek EyeSight Owne... 3-Aug-17 MSA5M1807A Owner Manual 28MY Crosstrek Owner's Manua... 3-Aug R R R Service Diagnostics WQW-58R 28MY Crosstrek Service Manua... Campaign Roof Rail Cushion Protrusion Aug 2, 27 Special Service Tool Cross Ref... Aug 2, 27 CVT Warranty Extension Jul 31, 27 Creaking Sound from Right Rear... Jul 31, 27 Roof Rail Gapping Jul 28, 27 Roof Spoiler Cushion Protrusio... Jul 28, 27 Jul 28, 27 Engine Control Module (ECM) Re... Jul 25, 27 All revised publications are highlighted in yellow. August 27 TechTIPS Page 8 of 11

9 00 STIS NEW RELEASES ITEM CODE ITEM TYPE TITLE CREATED DATE J5SFL R R Service Diagnostics 28MY Forester Service Manual... 27/28 Impreza and 28 Cro... Jul 25, 27 Replacement Key and Immobilize... Jul 18, 27 New Alternator Assembly to Add... Jul 18, 27 Cylinder Head Casting Design C... Jul 18, 27 Body Creak Sound from Right Up... Jul 14, 27 Jul 14, 27 MSA5B1802A Owner Manual 28 Forester Quick Jul 14, 27 MSA5M1813A Owner Manual 28MY Forester EyeSight Owner... Jul 14, 27 MSA5M1802A Owner Manual 28MY Forester Owner's Manual Jul 14, WQZ-61R WTJ-70R WTN-74R WTB-63R E771SAL0 L1SFL000 Campaign Campaign Campaign Campaign Brake Squeak or Squeal Sound,... Jul 12, 27 Cruise Control Light Flashing... Jul 12, 27 Telematics System Data Communi... Jul 11, 27 Service Campaign - Forester CV... Jul 11, 27 Reprogramming File Availabilit... Jul 11, 27 Service Campaign - Electronic... Jul 11, Outback Bumper Cover Jul 11, CROSSTREK TRAILER HITCH Jul 11, 27 All revised publications are highlighted in yellow. August 27 TechTIPS Page 9 of 11

10 00 STIS NEW RELEASES ITEM CODE ITEM TYPE TITLE CREATED DATE WTA-62R WTP-75R WQU-56R WTA-62 WQY-60R WTK-71R WQQ-52R WTM-73R E551SFL000 E551SFL Campaign Campaign Campaign Campaign Campaign Campaign Campaign Campaign Repair Procedure for Subaru Re... Jul 11, 27 WTP-75 Impreza ECM Reprogrammi... Jul 11, 27 Propeller Shaft Oil Seal Failu... Jul 11, 27 Turbocharger Air Intake Duct Jul 11, 27 Tribeca Hood May Open While Dr... Jul 11, 27 Windshield Wiper Motor Jul 11, 27 Application of Anti-Corrosion... Jul 11, 27 Secondary Air Injection Pump R... Jul 11, 27 Bumper Under Guard Front (Fr... Jul 10, 27 Bumper Under Guard Front Jul 10, 27 Ignition Coils and Engine Harn... Jul 7, 27 Rattling Sound from Instrument... Jul 7, 27 All revised publications are highlighted in yellow. August 27 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 August 27 TechTIPS Page 11 of 11