WIFI HOTSPOT Does Not Operate/Connection To The Internet Fails
Probable cause:
Out of service area, server side malfunction, DCM malfunction, antenna malfunction, WiFi device malfunction
- CHECK THE WIFI DEVICE
.
Check that the Internet can be viewed with a normal WiFi device.
Can the Internet be viewed?
Yes: No abnormality on the vehicle. The WiFi device which could not be connected was faulty.
No: Go to 2.
- CHECK WIFI COMMUNICATION STATUS
.
Check that the Internet can be actually viewed with WiFi HotSpot in a good radio wave location.
Can the Internet be viewed?
Yes: Currently no failure is found. The location where the Internet could not be connected via WiFi was outside the cellular coverage area. Or, it is possible that it was an interval of re-trying to connect to AT & T.
No: Go to 3.
- 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 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 WiFi was used was within the cellular coverage area.
Was the location where WiFi was used 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 WiFi was used 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.