Service Appointment Scheduler Does Not Operate

Probable cause:

No contract agreement, out of service area, server side malfunction, DCM malfunction, antenna 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 .
- Service Appointment Scheduler 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 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.
CHECK SERVICE APPOINTMENT SCHEDULER FUNCTION .
Check that the service appointment scheduler operates.

Does it operate?

Yes: Currently no failure is found. The location where the service appointment scheduler did not operate was outside the cellular coverage area.

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 5.

No: Check the telematics antenna.
CHECK THE AT & T CELLULAR COVERAGE AREA .
Check whether the location where the service appointment scheduler was operated was within the cellular coverage area.

Was the location where the service appointment scheduler 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 service appointment scheduler was operated was outside the cellular coverage area.
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.