STARLINK Service Leads, DTC B2A15 And Insurance Company OBD Plug-In Devices (15-257-19R)

STARLINK SERVICE LEADS, DTC B2A15 AND INSURANCE COMPANY OBD PLUG-IN DEVICES

TECHNICAL SERVICE BULLETIN

APPLICABILITY

2019-24MY Impreza

2019-24MY Crosstrek and Crosstrek Hybrid

2019-24MY Forester

2020-24MY Legacy and Outback

INTRODUCTION

This Service Information Bulletin provides insight in response to both customer and retailer feedback resulting from the use of OBD-II port connected devices. These devices are often employed by insurance companies to monitor driver activity for premium calculations (premium discounts). Commonly referred to as discount tools, driver monitors or dongles, the use of these devices can interfere with normal STARLINK system operation. Use of these devices can cause:

• DTC B2A15 to set and be stored in memory
• Recurring STARLINK notifications to retailers and e-mails to customers
• A RED Telematics system Malfunction Indicator Lamp (MIL) to illuminate in the overhead console (change from green to red).

To address retailer concerns of these recurring MIL notifications, a change has been made to the retailer notification process which will now trigger these messages once every 10 days instead of every 3 days. No changes have been made to vehicle hardware and no part replacement is necessary. This change will reduce the number of repeat TM2_TELEMATICS Starlink Malfunction Light service leads appearing on the ILM STARLINK Dashboard as shown in the screen shot image below.

IMPORTANT NOTES: 

• The change has no effect on the 2nd reminder notification for this condition (TM2_TELEMATICS2) or any other STARLINK lead notification type (e.g. CHECK ENGINE).
• If the MIL is triggered multiple times during the 10-day period, retailers will not receive multiple notifications until 10 days have passed.
• Customer (e-mail) notifications will remain at 3 days (no change).
• Not all STARLINK MIL warnings are caused by insurance company plug-in devices.
• Equipment like fleet trackers, vehicle health monitors and other aftermarket devices plugged into the OBDII connector may set DTCs and cause the red Telematics LED to illuminate.

SERVICE PROCEDURE/INFORMATION

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

When receiving a TM2_TELEMATICS Starlink Malfunction Light lead, it is VERY IMPORTANT  to contact the customer as soon as possible  . Ask the customer if they are using one of these plug-in devices. If they are, explain their use of the device can cause this condition. STARLINK services are not affected by the diagnostic trouble code created due to OBDII plug-in device usage. If a plug-in device is not being used or if the red LED remains lit, schedule the customer in for a service appointment to diagnose the system and determine the cause of the lead/e-mail.

As an additional option, customers may try removing the OBDII plug-in device following engine shut-down and then reinstall it after at least 5 seconds have passed following engine start. This may prevent the B2A15 from being set. This will need to be repeated with each ignition cycle.

Additional Resources: 

• To access the STARLINK Dashboard, go to: Subarunet > Service Operations & Technical > STARLINK-Service > Leads > STARLINK
• To access the STARLINK Service Lead Handling Playbook, Go to: Subarunet > Training > Lead Response Program > Subaru Lead Handling Playbook
• For Technical Service Information on DTC B2A15, see the May 2019 issue of TIPS and if needed, the applicable Service Manual diagnostics.

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.