Concierge Does Not Operate

Probable cause: 

No contract agreement, out of service area, server side malfunction, DCM malfunction, antenna malfunction, i-button malfunction.

1. CHECK THE SUBSCRIPTION STATUS  .

   Using the Subaru Select Monitor, check the following items in the [Data monitor] of [Telematics]. Ref. to TELEMATICS SYSTEM (DIAGNOSTICS)>DATA MONITOR .

   • Concierge Active

   Is the data [TRUE]?

   Yes:  Go to  2.

   No  :

   • The user does not have a service subscription; therefore, it is not a failure.
   • When the user's service subscription is not set to [TRUE], set the provisioning.

   When the setting does not change to [TRUE] even after setting the provisioning again, replace the DCM. Ref. to ENTERTAINMENT & MONITORING>DATA COMMUNICATION MODULE .

2. CHECK DTCS  .

   Read the following DTCs using Subaru Select Monitor.

   • Telematics Ref. to TELEMATICS SYSTEM (DIAGNOSTICS)>DIAGNOSTIC TROUBLE CODE (DTC) .
   • Cockpit Control Ref. to COCKPIT CONTROL (DIAGNOSTICS)>DIAGNOSTIC TROUBLE CODE (DTC) .

   Are any DTCs displayed?

   Yes:  Perform the diagnosis for the displayed DTCs. Ref. to TELEMATICS SYSTEM (DIAGNOSTICS)>DIAGNOSTIC TROUBLE CODE (DTC)>LIST . Ref. to COCKPIT CONTROL (DIAGNOSTICS)>DIAGNOSTIC TROUBLE CODE (DTC)>LIST .

   No:  Go to  3.

3. CHECK THE RECEIVED SIGNAL STRENGTH WHEN THE I-BUTTON WAS PRESSED (CHECK THE DATA MONITOR)  .

   Using the Subaru Select Monitor, check the following items in the [Data monitor] of [Telematics]. Ref. to TELEMATICS SYSTEM (DIAGNOSTICS)>DATA MONITOR .

   • RSSI at SOS/ICALL (1)

   Is the data 26 [%] or more?

   Yes:  Go to  4.

   No:  Check the telematics antenna.

4. CHECK THE AT & T CELLULAR COVERAGE AREA  .

   Check whether the location where the remote control was operated is within the cellular coverage area.

   Is the location where the remote control was operated within the cellular coverage area? (For the cellular coverage area, refer to the AT & T website. The system operates only on 3G and 4G technology.)

   Yes:  Go to  5.

   No:  The location where the remote control was operated was outside the cellular coverage area.

5. CHECK THE COMMUNICATION STATUS OF WHEN THE CONCIERGE BUTTON WAS PRESSED (CHECK THE DATA MONITOR)  .

   Using the Subaru Select Monitor, check the following items in the [Data monitor] of [Telematics]. Ref. to TELEMATICS SYSTEM (DIAGNOSTICS)>DATA MONITOR .

   • Call status at SOS/ICALL Event (1)

   If the data shows [Call Started] or [Call Connected]; Go to  A.

   If the data shows [Call Not Started]; Go to  B.

   If the data shows [No Network Service]; Go to  C.

   If the data shows [Call Ended by SXM]; Go to  D.

   1. Replace the DCM. Ref. to ENTERTAINMENT & MONITORING>DATA COMMUNICATION MODULE .
   2. Go to  6.
   3. Replace the antenna. Ref. to ENTERTAINMENT & MONITORING>ANTENNA .
   4. The connection ended due to a server-side reason; therefore, there is no failure on the vehicle. Go to  7.
6. CHECK I-BUTTON  .

   Check the i-button. Ref. to TELEMATICS SYSTEM (DIAGNOSTICS)>DIAGNOSTIC PROCEDURE WITH DIAGNOSTIC TROUBLE CODE (DTC)>DTC B2A09 I-CALL BUTTON CIRCUIT .

   Is the check result OK?

   Yes:  Replace the DCM. Ref. to ENTERTAINMENT & MONITORING>DATA COMMUNICATION MODULE .

   No:  Replace the telematics button. Ref. to ENTERTAINMENT & MONITORING>SWITCHES AND HARNESS .

7. CHECK STARLINK SERVER  .

   Verify that there was no server outage that coincides with the day/time the customer reported that the issue occurred. (Refer to STARLINK Server Maintenance/Down Report under Reports and Starlink section in Subarunet.)

   Was there server outage that coincides with the day/time when the issue occurred?

   Yes:  Currently no failure is found. When the user had a problem, there was a failure with Starlink Server.

   No:  If no outage exists for that time frame, it is possible that there was environmental interference (radio waves, etc.) when the user performed the operation. No further actions are recommended.