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HARMAN KARDON Head Unit Reprogramming (WUA-86R)

Publication date: 2021-06-08
Reference number: WUA-86R
Supersedes refnos: WUA-86

HARMAN KARDON HEAD UNIT REPROGRAMMING

HARMAN KARDON HEAD UNIT REPROGRAMMING

TECHNICAL SERVICE BULLETIN

Reference Number(s): WUA-86R, Date of Issue:  June 08, 2021
SUBARU: 2018 Legacy; 2018 Outback; 2017-2018 Impreza; 2018 Crosstrek

APPLICABILITY

2018 MY Legacy

2018 MY Outback

2017-2018 MY Impreza

2018 MY Crosstrek

INTRODUCTION

In the interest of customer satisfaction, Subaru of America, Inc. (Subaru) is initiating a service program to update the Harman Kardon head unit on certain vehicles with the latest version of software.

AFFECTED VEHICLES

Vehicles included in this service campaign are equipped with certain levels of head unit hardware and software. Coverage for all affected vehicles must be confirmed by using the Vehicle Coverage Inquiry function on subarunet.com  . This information is now available

Model Year Carline Affected Units
2018 Legacy Refer to Vehicle Coverage Inquiry for WUA-86 Service Program Applicability
2018 Outback
2017-18 Impreza
2018 Crosstrek

Coverage for all affected vehicles must be confirmed by using the Vehicle Coverage Inquiry function on subarunet.com.  This information is now available.

DESCRIPTION OF THE REPAIR

Subaru Retailers will reprogram the head unit software on affected vehicles with the latest version at no charge to the customer.

RETAILER RESPONSIBILITY

Retailers are to promptly perform this update on all affected vehicles in their inventory. 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 update has been made before selling or releasing the vehicle.

Any vehicles listed in a service program that are in the Retailer's stock must be:

OWNER NOTIFICATION

Subaru is in the process of acquiring registration data and will notify affected vehicle owners by first class mail within the next 60 days. Retailers will be advised when owner renotification begins.

RETAILER AFFECTED VIN LISTS

Each Subaru retailer will receive an affected VIN list from their Zone Office. Vehicles will be assigned to retailers as follows:

IMPORTANT: Retailer affected VIN lists include information for vehicles affected by this service program. This information will enable retailers to follow up with owners of affected vehicles. The lists contain owners' names and phone numbers obtained from State Motor Vehicle Registration Records. The use of such motor vehicle registration data for any other purpose is unlawful. Accordingly, retailers are required to limit the use of these lists for the sole purpose of completing this service program.

SERVICE PROCEDURE

If the vehicle presents with a black or blank screen which prevents completing the reprogramming procedure, Head Unit replacement will be required. Secure an exchange Head Unit following the normal Harman Exchange Program procedure through United Radio.

NOTE: Although all Harman exchange units shipped after 1/4/2019 have the latest software version already installed, the Version Check procedure must still be performed after  the exchange unit is installed. In order to close the recall/campaign, the customer must have a fully functional head unit which is running on the latest software.

Affected Vehicles/Audio Units: 

The following information addresses reprogramming file availability and a software update installation procedure to provide optimization to Harman Gen 3 Audio and Navigation head units utilized in the models as listed above. The procedure will involve either downloading the software update files from Subarunet (or using those sent directly from Nuspire) and transferring them onto a flash drive for head unit installation. It is VERY IMPORTANT to read and understand this information completely before proceeding.

Vehicle Model Audio Unit Type (High, Mid, Base) Audio Unit Part Number
2017-18MY Impreza & 2018MY Crosstrek NAVIGATION (HIGH) 86271FL60A
8-Inch Display Audio (MID) 86201FL62A
86201FL63A
6.5-Inch Display Audio (BASE) 86201FL60A
86201FL61A
2018MY Legacy/Outback NAVIGATION (HIGH) 86471AL65A
86471AL66A
8-Inch Display Audio (MID) 86431AL65A
86431AL66A
6.5-Inch Display Audio (BASE) 86431AL61A

This procedure and the related reprogramming files apply to the following audio/navigation head units:

Multimedia System Type Descriptive Features
6.5 Inch Display Audio System (Base) No CD slot/Eject Button
8.0 Inch Display Audio System (Mid) Phone Button in Top Row Center
8.0 Inch Audio/Navigation System (High) Map Button in Top Row Center

2017-18MY Impreza and 2018MY Crosstrek: 

G13785985

2018MY Legacy/Outback: 

G13785986

MATERIALS REQUIRED

Three (3) 6GB (MINIMUM) USB 2.0 or 3.0 flash drives which are readily available at most office supply retailers will be needed to perform these updates.

Recommended Flash Drives:

IMPORTANT:
  • This new update includes all the previously released WTN-74 enhancements (Impreza). Therefore, if the WTN-74 is still open, only the WUA-86 should be performed. SOA will handle closing out the open WTN-74 coverage as necessary.
  • This new update also includes corrections to the map data related to Subaru Retailer locations.

Step 1  - Verify the currently installed Software Version ID using the following steps:

Step 2-  Prepare the USB:

CAUTION: Do not use any USB flash drive which utilizes file organizing software or an operating system.
G13786000

The new reprogramming files are available for download from Subarunet using the normal audio/navigation system file update download procedure: Go to Subarunet, select Service Operations and Technical>>Forms/Downloads>> Gen 3/Harman for Audio/Navi then click on the applicable Hyperlink to download the file(s) to your SDS Notebook or PC:

"BASE-17-18 Impreza-18 Crosstrek-18-Legacy-Outback-18-BRZ-HARMAN AUDIO UPDATE-NOVEMBER 2018"**

"MID-17-18 Impreza-18 Crosstrek-18-Legacy-Outback-18-BRZ-HARMAN AUDIO UPDATE-NOVEMBER 2018"**

"HIGH-17-18 Impreza-18 Crosstrek-18-Legacy-Outback-18-BRZ-HARMAN AUDIO UPDATE-NOVEMBER 2018"**

NOTE: **See TSB 15-211 for more information

Click Here to Access the Downloads for Audio/Navigation Information on Subarunet

IMPORTANT:
  • If the files are being downloaded from Subarunet,  they will be.zip files and must be unzipped before they can be used. An EXAMPLE image of the Subarunet links page is provided below.
    G13786001
  • If the files were sent directly from Nuspire,  they are ready to use and do not  need to be unzipped before they can be used.

Step 3-  Load the downloaded update file onto the USB flash drive:

IMPORTANT NOTES: 

There are various types of USB flash drive available from many suppliers. If the head unit does not recognize the USB flash drive during the reprogramming process, re-format the flash drive in FAT32  using above process instead of NTFS as previously specified. If the USB flash drive is still not recognized, use a USB flash drive from different supplier.

Follow "A"  when using files downloaded from Subarunet.

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

"A" When using update files downloaded from Subarunet: 

"B" When using update files sent directly from Nuspire: 

Step 4- 

IMPORTANT: Install the update folder for the head unit being reprogrammed ONLY. Do not install all three update folders onto the same flash drive at the same time.
NOTE: Do not copy the entire File folder.
G13786004

Copy ONLY  the File folder named "Update" to the USB flash drive.

G13786005
CAUTION: Confirm one final time the head unit you are about to update matches with the USB flash drive you have selected. Attempting to install the incorrect update file will disable the head unit. 

Step 5-  Update Installation:

IMPORTANT: Always record the customer's radio station presets, volume and Driver Profile settings before proceeding further. The customer's radio station presets and volume settings will likely need to be reset once the update and re-boot procedures are completed.
G13786006

IMPORTANT CAUTION:  To avoid possible head unit damage, always confirm the update file on the USB flash drive being used matches the head unit being updated (e.g. a BASE update file is being installed into a BASE head unit). The files are NOT interchangeable between the 3 different audio unit types.

Step 6-  Turn the ignition OFF, open and close the driver's door then remove the flash drive from the USB port. If an error screen is displayed asking "Do you want to Retry", press "Cancel".

IMPORTANT: Wait AT LEAST 3 MINUTES  before proceeding to Step 7. 

Step 7-  Verify the newly-installed Software Version ID using the following steps:

Step 8-CRITICAL:  Operation Check and Full Re-Boot Procedure:

  1. Turn the ignition back ON (ACC) and confirm normal system operation.
  2. Confirm the Home screen is displayed.
    IMPORTANT: If during this procedure (all models), the screen goes blank (black) and the STARLINK screen does not appear, the head unit must be replaced. THIS SHOULD BE A VERY RARE  OCCURRENCE.
  3. Turn the ignition OFF, open and close the driver's door then WAIT AT LEAST 3 MINUTES to confirm the unit "times out" or "goes to sleep".
  4. Perform  1,  2 and  3 above again (a total of 5 on a 2017MY Impreza)  cycles if completing WTN-74 OR only 2  cycles (1 additional cycle to Steps  1 &  2 if:
    • WTN-74 was previously completed
    • completing this procedure on models other than a 2017MY Impreza.

    If normal operation is confirmed, press to return to the Home screen and shut the ignition OFF to complete the procedure.

IMPORTANT: If during this procedure, the screen goes blank (black) and the STARLINK screen does not appear, the head unit must be replaced. THIS SHOULD BE A VERY RARE  OCCURRENCE. Contact SOA Techline should this condition occur.

Step 9-  If lost during the update process, reset the customer's radio station presets, volume and Driver Profile settings and if necessary, reset the clock to complete the procedure.

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 Recall/Campaign Code Claim Type
HARMAN AUDIO/NAVI UNIT REPROGRAMMING (INCLUDES VERSION ID CHECK AND OPERATIONAL CHECKS) A128-928 0.4 WUA-86 RC
VERSION ID CHECK ONLY A128-920 0.2

Use the following coding ONLY WHEN REPLACING the Head Unit: 

HARMAN HEAD UNIT R&R & VERSION ID CHECK(1) A128-930 0.6 WUA-86 RC
HARMAN HEAD UNIT R&R & REPROGRAMMING(2) A128-938 0.7
(1) Use this coding when an exchange Head Unit is required because of inability to reprogram due to blank or black screen.
(2) Use this coding when the exchange unit received does not have the latest software version already installed.

REMINDER:  The software Version ID MUST always be confirmed as being the latest available following installation of a replacement Head Unit.

IMPORTANT: CRITICAL Claim Process Update:  When completing the WUA-86 campaign, the post-update software version number MUST be entered in the Miscellaneous Detail field when submitting the claim.

This recall repair may be eligible to be performed at an alternate repair site-for example, a customer's home or place of business, or at an auction-and not at the retailer's main service facility. Repairs performed at an alternate repair site are subject to the requirements of Section 13.10 of the Claims Policies and Procedures Manual. These requirements will be strictly enforced. Please contact the SOA Claims Helpline if you have questions about the policy.

IMPORTANT REMINDERS: 

OWNER NOTIFICATION LETTER

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

Subaru Service Program 

WUA-86 

February 2019 

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 has developed a modification to the Harman Kardon audio system display software logic for certain 2018 model year Legacy, Outback, and Crosstrek vehicles, and certain 2017-2018 model year Impreza vehicles. This software update is intended to ensure the proper operation of your vehicle's Harman Kardon infotainment system.

You received this notice because our records indicate that you currently own one of these vehicles.

WHAT SUBARU WILL DO 

Subaru will reprogram the Harman Kardon audio system display software with an updated version in your vehicle at no charge to you.

WHAT YOU SHOULD DO 

Please contact your Subaru retailer (dealer) for an appointment to have the audio system display software updated in your vehicle, free of charge. 

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.

HOW LONG WILL THE REPAIR TAKE? 

The time to perform this software update is approximately 30 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.

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-Retailer Services Department, Attention: WUA-86 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.wua86.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.

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