Remote Vehicle Locator Cannot Locate The Vehicle

Probable cause:

No contract agreement, smartphone malfunction, out of service area, DCM malfunction, server side malfunction, body integrated unit malfunction

CAUTION:

After the DCM is replaced, registrations of CommCheck and immobilizer system are required. Ref. to ENTERTAINMENT & MONITORING>TELEMATICS SYSTEM>OPERATION>REGISTRATION (COMM CHECK) .
Before performing diagnosis, refer to "CAUTION" in "General Description". Ref. to TELEMATICS SYSTEM (DIAGNOSTICS)>GENERAL DESCRIPTION>CAUTION .

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 .
- Vehicle Locator 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 .
CHECK THE CURRENT COMMUNICATION ENVIRONMENT OF THE USER'S SMARTPHONE .
Check that the user's smartphone can be connected to the Internet.

Can it be connected to the Internet?

Yes: Go to 3.

No: The user's smartphone or the Internet environment has a problem.
CHECK THE CURRENT COMMUNICATION ENVIRONMENT OF THE USER'S SMARTPHONE .
Check that the user's smartphone can display the current location.

Is the current location displayed?

Yes: Currently no failure is found. If the current location is not displayed, the user's Internet environment (radio waves, etc.) possibly had a problem.

No: Go to 4.
CHECK THE CURRENT RECEIVED SIGNAL STRENGTH (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 .
- Signal Strength
Is the data 26 [%] or more?

Yes: Go to 6.

No: Go to 5.
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 6.

No: The location where the remote control was operated was outside the cellular coverage area.
CHECK DTCS .
Read the following DTCs using Subaru Select Monitor.
- Body Control Ref. to BODY CONTROL (DIAGNOSTICS)>DIAGNOSTIC TROUBLE CODE (DTC) .
- Telematics Ref. to TELEMATICS SYSTEM (DIAGNOSTICS)>DIAGNOSTIC TROUBLE CODE (DTC) .
Are any DTCs displayed?

Yes: Perform the diagnosis for the displayed DTCs of body control, or of telematics. Ref. to BODY CONTROL (DIAGNOSTICS)>DIAGNOSTIC TROUBLE CODE (DTC)>LIST . Ref. to TELEMATICS SYSTEM (DIAGNOSTICS)>DIAGNOSTIC TROUBLE CODE (DTC)>LIST .

No: Check the Starlink Server report to 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.) 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.