When The Vehicle Security Alarm Is Activated, Notification Is Not Sent

Probable cause:

No contract agreement, smartphone malfunction, security alert system malfunction, out of service area, server side malfunction, body integrated unit malfunction, DCM 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 .
- Security Alarm 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 SECURITY ALERT SYSTEM .
Operate the security alert system.

Does it operate?

Yes: Go to 4.

No: Check the security alert system. Ref. to SECURITY AND LOCKS>SECURITY SYSTEM>INSPECTION .
CHECK THE CURRENT COMMUNICATION ENVIRONMENT OF THE USER'S SMARTPHONE .
Check that a notification is sent to the user's smartphone after the security alert is activated.

Does the smartphone receive a notification?

Yes: Currently no failure is found.

No: Go to 5.
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 7.

No: Go to 6.
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 7.

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.