Subaru Ascent Forum banner

1 - 20 of 29 Posts

·
Registered
Joined
·
8 Posts
Discussion Starter #1
I have a 2019 and running into Carplay issues. Carplay will connect and hold a connection for a few minutes and then disconnects. I am unable to get another connection until the next time I start the car. Here is what I have tried:
  • Multiple cables both Apple and third party
  • Multiple (4) different iPhones. All 4 work in our other car (Hyundai Elantra), all 4 run into the issue in the Ascent
  • Full factory reset of the head unit
  • Have tried all above in both USB ports
  • Removed car from Carplay and let it recreate it
  • Set Allow Access When Locked to USB Accessories
I have opened the maintenance screen (pressing home and scroll 6 times). I noticed the USB ports always show as 1 - NG and 2 - On, regardless of whether or not I have the phone plugged into either port. I have tried researching more about the maintenance screen, but cannot find much.

I have taken the car into the dealership and was greeted with "Well Subaru infotainment centers suck and there is not much they can do about it until Subaru fixes the issue". They claim they did some tests, but since it connects for a bit, they do not deem it an issue. I also reached out to Subaru through their website, but have not been able to get a response.

My question is, has anyone else run into this issue? Any suggestions on next steps?
 

·
Registered
Joined
·
617 Posts
I have a 2019 and running into Carplay issues. Carplay will connect and hold a connection for a few minutes and then disconnects. I am unable to get another connection until the next time I start the car. Here is what I have tried:
  • Multiple cables both Apple and third party
  • Multiple (4) different iPhones. All 4 work in our other car (Hyundai Elantra), all 4 run into the issue in the Ascent
  • Full factory reset of the head unit
  • Have tried all above in both USB ports
  • Removed car from Carplay and let it recreate it
  • Set Allow Access When Locked to USB Accessories
I have opened the maintenance screen (pressing home and scroll 6 times). I noticed the USB ports always show as 1 - NG and 2 - On, regardless of whether or not I have the phone plugged into either port. I have tried researching more about the maintenance screen, but cannot find much.

I have taken the car into the dealership and was greeted with "Well Subaru infotainment centers suck and there is not much they can do about it until Subaru fixes the issue". They claim they did some tests, but since it connects for a bit, they do not deem it an issue. I also reached out to Subaru through their website, but have not been able to get a response.

My question is, has anyone else run into this issue? Any suggestions on next steps?
Your list of things tried didn't mention updating the infotainment system software, do you know if it's at the current release level or has ever been updated?

I'm not a Carplay user but I know some problems were fixed in recent software updates so that's why I'm asking.
 

·
Registered
Joined
·
8 Posts
Discussion Starter #3
Yes, I have updated to the latest. Also verified by the dealer that I was on the latest. Rel_UA.19.42.70
 

·
Registered
Joined
·
8 Posts
Discussion Starter #5
This week I have started monitoring the time it takes to disconnect. It always seems to be in the 5-7 minute range. Although yesterday afternoon, it disconnected in about 2 minutes.
 

·
Registered
Joined
·
580 Posts
When I have Apple Carplay Issues; usually something on your list fixes it. Great list by the way! Disconnecting that often and repeatable is not just a "that's the way it is" problem. I would say you have thoroughly tested it and there may be a problem with in the head unit or the wring to the USB ports.
 

·
Registered
2019 Ascent Touring (CWP)
Joined
·
1,411 Posts
I have not had this issue since I updated the firmware a couple of months ago. I did have it occur very occasionally prior to that. iPhone XS-Max on latest iOS, too.
 

·
Registered
Joined
·
17 Posts
Do you have the Subaru Starlink app installed on the iPhones?

Until the most recent update of that app, I noticed times where Starlink and CarPlay seemed to fight for control of the head unit. I'm currently running v 2.3.2 of the Starlink app on an iPhone XS Max with iOS 13.3 and things have been working very smoothly for the past several weeks.
 

·
Registered
Joined
·
8 Posts
Discussion Starter #9
I had removed the Starlink app from my phone as I wasn't using it and wanted to remove the possibility it was the issue.
I did finally hear from Subaru at the end of day yesterday. They are reaching out to the dealer to work out next steps. If anyone has any other ideas, please share. Otherwise, I will make sure to update this conversation if I ever get it working.
 

·
Registered
Joined
·
402 Posts
I noticed the USB ports always show as 1 - NG and 2 - On, regardless of whether or not I have the phone plugged into either port. I have tried researching more about the maintenance screen, but cannot find much.
did you compare it to the other units(cars) on the lot ? if its not the same they need to get you new radio..
 

·
Registered
Joined
·
402 Posts
spotify and pandora also fight for control of the head unit
Full factory reset of the head unit is different from hard restart ... press and hold power button till its restarts (~20 seconds )
 

·
Registered
Joined
·
4 Posts
I have this exact issue on my 2019 Ascent. Not only have I gone through and done everything you did, Subaru replaced my radio two weeks ago and it happened as soon as I left the lot. We have tried two different iPhones and have the issue. I've bought new Apple cords and nothing. I've even gone to Apple and they recommend I completely reset my phone from scratch without using backup and did this. My phone is up to date and the car infotainment is up to date. I also removed Starlink app from phone since I don't use it. Nothing has worked. It's very frustrating because I travel for work and hate that I cannot see my maps on the screen. It's odd because the phone will stay charged and I can use Bluetooth in the car, even though Carplay disconnects completely and it usually happen within 2-5 minutes of driving. I don't know what to do next, but completely at a loss and very frustrated.
 

·
Registered
Joined
·
8 Posts
Discussion Starter #15
Also, no VPN on my phone.

I reached out to Apple yesterday and today they escalated it. They have setup some diagnostics on my phone to help trace what is happening when the disconnect happens. I will be submitting the results to their software engineers this evening. I will update once I hear back. It will be nice to know if it is an Apple or Subaru issue.
 

·
Registered
Joined
·
14 Posts
You are not alone. I have the same exact issue you describe, also disconnecting within the 5-7 minute range.

I also haven't been able to find a magic fix... I have tried several different attempts to get it working but without any luck yet.

So, I'm following to see if you have any success. I'll also post if I can find something that corrects the problem.
 

·
Registered
Joined
·
8 Posts
Discussion Starter #18
I was able to successfully duplicate the issue while running the diagnostic profiles Apple had me put on my phone. Both diagnostics have been provided to their software engineers. They said I should expect a response by the end of this week.
 

·
Super Moderator
Joined
·
6,394 Posts
You are not alone. I have the same exact issue you describe, also disconnecting within the 5-7 minute range.

I also haven't been able to find a magic fix... I have tried several different attempts to get it working but without any luck yet.

So, I'm following to see if you have any success. I'll also post if I can find something that corrects the problem.
Ironically, Android Auto introduced a bug that does just that, which is slated to be fixed real soon, whatever real soon means.
 

·
Registered
Joined
·
8 Posts
Discussion Starter #20
I have just received word back from Apple. They were able to confirm through the diagnostics that it is indeed a bug in IOS. They said they are aware of it, but at this time, do not have any ideas on how to fix it. They have asked me to keep trying different tests and to let them know if I have any luck. I have discovered that if you re-boot the phone 2 times, it will connect and stay connected until you shut off the car. Not ideal, but will work for long trips.
 
1 - 20 of 29 Posts
Top