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Have you experienced issues with Subaru Starlink on your Subaru Outback, Crosstrek, Impreza, Legacy or BRZ vehicle? You are not alone. Subaru’s latest infotainment system called Starlink is messing up and there is a new lawsuit filed by a disgruntled owner. The new lawsuit alleges the Subaru Starlink infotainment systems “freeze and malfunction because the head units fail, and updates offered by the automaker have allegedly failed to fix the systems.”
Subaru has never received much praise for their infotainment options so the Japanese automaker made a big push to change that when they introduced Starlink1 for select 2016 Legacy and Outback models. Owners reporting problems on their Subaru vehicles now include some 2018-2019 Subaru BRZ, 2018-2019 Subaru Crosstrek, 2017-2019 Subaru Impreza, 2015-2019 Subaru Legacy, and 2015-2019 Subaru Outback.
Starlink is supposed to improve your driving experience
Subaru’s Starlink offers a suite of onboard technology bringing multimedia content with smartphone connectivity, navigation, and extra safety to Subaru vehicles. A driver can use the Starlink system with Android Auto, Apple CarPlay and Bluetooth. The technology also includes the screen for the backup camera, controls for the radio and audio system.
But about 50 percent of owners are reporting some problems with Subaru Starlink. The Starlink systems consist of Harman Gen 3 audio and navigation head units, and the lawsuit alleges it's the head units that create safety concerns for Subaru drivers.
Complaints from owners
- Back up camera freezes or shuts down
- Head unit failure that disables audio and radio control
- Complete system lockup and error messages that only go away after the vehicle has been turned off several hours
- Display goes blnk even though the infotainment system is still working
- Can’t shut off radio or adjust volume when backing up due to a technical glitch
- Radio volume is blaring when the car is turned on, even if the radio was turned off when the car was last turned off.
- Favorites on smartphones and other connected devices aren’t remembered
- Radio will turn on and off randomly
- The touchscreen is very unresponsive
- Spotty bluetooth connection prevents calls and Apple CarPlay or Android Auto functionality.
Even though Subaru has issued at least two Starlink software updates to fix the head units, the lawsuit claims some customers weren't helped much by the updates or by technical service bulletins (TSBs) issued by Subaru to dealerships. The lawsuit also says new TSBs are supposed to be sent in July 2019 to correct the problem because the past updates have failed to work.
Consumer Reports says about 50 percent of customers with Subaru Starlink are very satisfied. CR also says even though it’s an upgrade over Subaru’s previous antiquated infotainment systems, “the new system remains decidedly average.”
What can customers do?
Some owners have reported they have had better luck with replacing the entire head unit, but are on backorder and can be up to a 6-month wait. Technical service bulletins advise service technicians to install the software updates, perhaps just to buy Subaru of America some time to figure out what’s wrong. There are also tips for replacing the audio amplifier, and troubleshooting ideas for Bluetooth, Apple CarPlay, and Android Auto connection issues.
The Magistrate Judge in the United States District Court for the District of New Jersey issued a ruling recently largely denying Subaru’s motion to stay discovery pending the outcome of its motion to dismiss. The Judge’s order found Subaru’s concerns about the expense of discovery “overblown” and acknowledged that even Subaru concedes that some of the plaintiffs’ claims will survive its motion.
Owners can wait to see what happens with the latest lawsuit and if you would like more information on the case, you can go here. Subaru Outback, Crosstrek, Impreza, Legacy and BRZ owners with Starlink problems can go here to check on any current Subaru recalls for your vehicle.
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Photo credit: Subaru USA
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Comments
so am I Ben, I bought mine on
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In reply to I am having the same issues by Ben Hadizadeh (not verified)
so am I Ben, I bought mine on 7/25/19 and the Starlink, navigation, Bluetooth and Apple Carplay all stopped working correctly when I hit about 250 miles. Waiting for the dealer to replace the whole unit.
I bought a used Subaru…
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In reply to I am having the same issues by Ben Hadizadeh (not verified)
I bought a used Subaru Legacy in 2021 with 14,000 miles on it I got over $50,000 miles on it starlink Entertainment System doesn't work properly I have a lot of issues backup camera Etc radio freezes it glasses the radio the God damn thing is no good contact with Subaru of America they gave me the runaround done but it was no recall I argue with the guy on the phone he sent me have to wait a couple of weeks it's been 2 months already this thing is driving us crazy we don't even want the car anymore I need the Sue these people it's a dangerous we don't want the car anymore it cost us a lot of money they don't seem like they want to do anything talk with Ryan on the phone he said the car is only what I said no it's you got a problem with these 2019s too you put the same crap in them
2019 Ascent STARLINK just
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2019 Ascent STARLINK just quit a week after the 6mo service and alleged tech system update. Anyone else have this problem?
I have the Ascent Touring
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In reply to 2019 Ascent STARLINK just by PenW (not verified)
I have the Ascent Touring Model purchased in March. Starlink has never worked properly and the XM radio consistently loses its signal. When disconnecting a call , the Radio blares at an unimaginable level even though it was on low before an incoming call. My ear hurt for days. Now when I disconnect a call I shut the radio off immediately. There are times, it never goes back on and I have to turn the car off. The voice recognition system is an embarrassment as is the navigation system. I will put in an address that is thirty miles away and it sends me to the west coast of the US even though I live in Florida.
To my Knowledge, all 2019 and
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To my Knowledge, all 2019 and new models have a serious glitch regarding the infotainment display and operating system. If the driver has an Android phone, either paired or plugged, and someone inside the vehicle plugs an iPhone to the USB port, the vehicle will prioritize Apple CarPlay and override the Android Auto connection. While following driving directions this poses a risk. If the Apple phone has loud music playing on headphones and suddenly switches to the car speakers it could also lead to unforeseen risks.
My son found the SD card slot
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My son found the SD card slot and pushed the card, releasing it, so I thought it would be a quick fix just reseating the card. WRONG... I now have a loading line across the front of the stereo that never quite makes it to the right hand side, stereo goes black and the line starts again, even disconnected the battery hoping to reset, but no. now no stereo at all.
This sounds like the problem
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In reply to My son found the SD card slot by Matthew Donoghue (not verified)
This sounds like the problem I currently have with my 2016 Subaru XV... did you ever manage to resolve your issue?
I have a 2019 outback touring
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I have a 2019 outback touring 2.5i, less than 1200 miles on it and the sound just completely disappears. Random times, random lengths, now taking video of it, when it happens
on my second phone call to
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on my second phone call to subaru headquarters,, they had the BALLS to tell me my 2018 crosstrek ( 21 months old) VIN was not in their system -- LIARS,, as I was reading it off dealer work orders,, bill of sales,, and the letter subaru had just sent me stating that there "" MIGHT "" BE A PROBLEM WITH THE RADIO -- dealer has already installed 2 other radios and it is still not working properly - subaru and it's dealers should all be SUED as they are KNOWINGLY selling a defective product and DON'T HAVE THE REQUIRED BRAINPOWER TO FIX the PROBLEM
My 2015 Outback started
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My 2015 Outback started having issues at about 43,000 mi. Initially, touch screen buttons did not respond, then those on the steering wheel failed. But currently, the problem is VERY SEVERE and distracting. It cycles through all the audio sources for a few seconds then on to the next...AM to FM, to Bluetooth to Sirius and on-and on and on. It even goes to my phone contacts and makes calls. My friends tell me, I assume that was your car that called me 6 times in a row at 1:30 am. I now have to turn off my phone to prevent that. In the audio cycling, I can turn the volume down, but if I get it turned off, it just comes back on, and regardless of the volume, there is continuous beeping.. Restating the car, or holding down buttons, does not help. Oddly it usually works fine in the mornings, but late afternoons-evenings it consistently fails. I've called 2 different Subaru dealers, but neither have returned my calls. The distraction is so intense that I’m driving with a significant risk. HELP!!
FOLLOW-UP to my 7/8/19 post:
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In reply to My 2015 Outback started by Lou (not verified)
FOLLOW-UP to my 7/8/19 post: MY ISSUE RESOLVED! It appears that my issues were triggered by my iPhone paring. Hard to understand though. After my issues began, I dropped my iPhone 7 cracking the screen. But the phone continued to operate normally, including through the starlink at various time. Brought it to Apple for repair. They perform diagnostics prior to the repair and the phone passed. But after replacing the screen, the phone failed the diagnostics. So they replaced the phone with a new iPhone 7. Since paring the new phone to Starlink, I've had no issue!!
So at the beginning of July I
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So at the beginning of July I just bought a new 2019 Subaru Impreza. Did the dealership have an obligation to tell me about this or not?? I am very unhappy right now with this article and what you could represent for me. My phonebook will not stay and I cannot reload it
2019 Forester Limited . . .
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2019 Forester Limited . . . Very pleased with automobile performance and safety features, but . . . Infotainment system went silent as we crossed into Canada 3800 miles into our trip, no sound from gps or radio; tailgate has popped open; and recently, twice in two weeks, the tailgate refuses to open. I solved the tailgate issue by detaching the battery at the negative pole. Five minutes of detachment brought the tailgate back, while a quick disconnect did not.
Could you please share more
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In reply to 2019 Forester Limited . . . by Lloyd Peterson (not verified)
Could you please share more about your tailgate opening. Was it while you were moving? Parked? Thanks for the additional information.
People should start writing
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People should start writing their state Attorney General office to file a complaint. Just complaining here is not going to get Subaru to budge.
2017 Subaru Legacy -
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2017 Subaru Legacy - intermittent problems where no sound works. Easy fix was turn car off and restart. Now that has failed to fix the problem and there is no sound whether AM, FM, Bluetooth, Pandora, AHA, or Nav. Disconnected + battery terminal hoping to force reset, still nothing. Apparently this is a serious Subaru issue.
My 2019 Forester has gone
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My 2019 Forester has gone silent as Bill has just written. That and other problems I experienced are covered in my comment of 7/9. As Ben wrote on 7/10 letters to the proper office might be effective. I also suggest that we give our dealerships unsatisfactory ratings, even it we feel some loyalty to them. The dealers are apparently desperate for an excellent rating based on conversations and emails I have had. ........... Let's deny the dealership the rating and see if they get to Subaru.
I am experiencing the same
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I am experiencing the same issues, not all, in my 2019 Ascent Touring and I’m quite upset. So clear this is now affecting other models. I’ve only had my car for 2 weeks. Beyond frustrated. But Subaru of America of course, won’t link my issue to this pending lawsuit on other models although clearly it’s the same. I used voice command to start my navigation. It froze and just says, “please wait” which now doesn’t allow music to play or Bluetooth to work. This morning the radio, XM and iPod all were static and sounded like there was interference. How is this okay? This trim level on this particular vehicle I spent a fortune on yet those options that are most expensive are already failing.
2019 WRX Premium with 2300
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2019 WRX Premium with 2300 miles and a dead head unit. Started with all the typical symptoms that everyone has mentioned, up to the point where it went completely black with no screen or illumination. Dealer has had my car for 3 weeks and has no information for me on what' going on. They called me once since they had the car requesting information for Subaru. According to them, Subaru wanted to know what was the make and model of the phone I had paired with the head unit. No explanation as to why or what they needed this for. Getting a little ridiculous that have had my car for this long and have nothing to report.
I have a 2017 Outback Touring
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I have a 2017 Outback Touring, since the very week about two years ago, when I bought it there has been a problem with the touch screen radio. If it sits out in the hot weather it starts doing what ever it wants to do. Change channels, volume, not respond, etc. I thought I was alone because the dealer just said "Gee, that's odd"
I just got back from the
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I just got back from the Subaru dealer, I made an appointment to have my unit looked at. The service rep. says it may need an update, but I suspect that the screen needs replacing with something less sensitive to temperature. We will see what happens!
My 2019 WRX has been at the
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In reply to I just got back from the by Rick (not verified)
My 2019 WRX has been at the dealer 3 weeks today (8/2/19). I finally gave up yesterday and called Subaru Customer Service. I have a representative involved now. They are apparently monitoring the situation and are working to get my new head unit to the dealer. Mine is not a software issue, nor is it related to temperature as you think yours may be. My head unit has completely failed altogether, no lights, sound, etc., just a black screen. The problems began just as all the symptoms listed above in the article. Trust me, the dealers are all well aware of the problems with these units. Don't let them fool you into thinking this is something they've never seen or heard of before. My car only has 2300 miles on it, I bought it in the middle of March. It is also garage stored and hardly driven. I contacted Subaru, not because of my dealer but because I know they can't continuously be on Subaru's rear end, chasing down my new head unit. So now I'll be the one riding Subaru about it. I will say they were quick to respond and told me they're not sure why the dealer hasn't received my replacement yet. I was told to expect another response from them on 8/5/19 with an update. I think I mentioned in my previous post that I've only had one call from the dealer requesting to know what model phone I had paired to the head unit, which was by request of Subaru. The only thing I can figure they needed this for was to make sure my replacement would be full compatible with my phone. I definitely had software issues but ultimately there were hardware issues too since mine failed completely.
my 2018 crosstrek - radio
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my 2018 crosstrek - radio replaced TWICE already - just had my EIGHTH update done TOO (aug 2019) -- SERVICE ADVISOR told me sometimes these things happen - REALLY - his comment sure doesn't INSTILL ANY CONFIDENCE IN their abilities, their knowledge, their product, OR their concern for customers AFTER they have SWEET TALKED and LIED TO that customer
- they KNOW their cars HANE AN UNREPAIRABLE DEFECT - THEY SHOULD ALL BE ASHAMED and SUED in CANADA TOO
Okay, this one is weird. 2019
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Okay, this one is weird. 2019 Crosstrek. Today I took a very short drive in my new car. I did not have my smartphone nor any other smart devices with me. The car is not set up to connect to WiFi. My Bluetooth became active so I scrolled down to it with my source button. It displayed text claiming sex videos were available. There was no video nor audio; just that text. How on earth did this happen and what do I do about it?
I have a 2020 Ascent. It
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I have a 2020 Ascent. It took my navigation system 30 minutes on the 5th attempt to calculate a 1400 mile trip.
2018 Forester 2.5i. After
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2018 Forester 2.5i. After roughly 13 months of decent performance, the Starlink head unit freezes up completely, as do the controls on the steering wheel. Nothing fixes it except pulling over and turning off the car. Seems to work fine once I delete all Bluetooth devices and don't connect any new ones. Once a Bluetooth device connects, all bets are off. Usually, the unit immediately becomes totally unresponsive. I'm leasing this vehicle which is headed to the dealership after reading this story and all the comments - though, I'm not filled with confidence it will get fixed. Here's hoping!
2018 Outback - the bluetooth
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2018 Outback - the bluetooth connection repeatedly drops 1 or 2 seconds of the outgoing transmission. I sometimes happens 3 or 4 times in a 5 minute conversation. Got a new iphone because we thought it was a problem with our phone. The new iphone 8 made no difference, still randomly dropping the outgoing transmission. If we turn off the bluetooth and use the phone in the car by itself, it works perfect. Had the dealer do an update on the system at the end of July 2019, but it did not fix the problem. Taking it back in next week, but I'm not optimistic they can fix it. Any ideas?
It appears that the
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It appears that the navigation system does not recognize my voice and does not accept destination directions regardless of how slow or clearly I enunciate the address. Any suggestions?
I have a 2019 Forester
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I have a 2019 Forester limited, purchased it last december. My problem with the radio is each time you turn the car off, and go to start it, the radio screen defaults to the apps screen. No matter what I have tried, It will do the same. I checked with several dealerships, and of course they have said they have no idea, or they say the 19 forester is a new design and even they are learning about it.
I just bought a 2019 Subaru
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I just bought a 2019 Subaru outback with 8 miles on it the radio Star link locked up could not work any buttons. Subaru tells me nothing of the problem. They said they will put a radio new radio in it. it's unfortunate that you buy a brand new 2019 with 0 miles and you have this problem hopefully it will take care of the problem but I highly doubt it. Right now I'm looking at a $38,000 mistake should have looked around.