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2021 Ascent Starlink Infotainment Freezing and Crashing - Firmware Update Needed?

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Mike T. · rep 0 · May 25, 2:19 AM · 1 replies · solved · Question

Vehicle: 2021 Subaru Ascent Touring

Hi everyone,

I'm having a lot of trouble with the Starlink infotainment system in my 2021 Subaru Ascent Touring. It frequently freezes, becomes unresponsive, or just completely reboots itself while I'm driving. This is particularly annoying when I'm using Apple CarPlay or Android Auto, as it disconnects and I have to wait for it to restart.

It happens randomly, sometimes multiple times on a short trip. I've tried doing a soft reset (holding down the power button), but the problem always comes back. Is this a known issue with the Ascent's infotainment system? Could it be a software bug that needs a firmware update, or is it a hardware problem?

Any advice on what I can do or what to ask the dealer about would be great. It's really impacting my driving experience.

✓ Accepted solution

ClearTheCode Admin

ClearTheCode Team · rep 0 · May 25, 2:19 AM

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ClearTheCode admin answer:

You're describing a common complaint among owners of newer Subarus, including the 2021 Ascent, regarding the Starlink infotainment system. Glitches, freezing, and reboots are indeed a known issue for many users, often related to software rather than hardware.

Here's what you should know and your next steps:

  1. Common Causes:

    • Software Bugs: The most frequent cause is software instability within the Starlink operating system. Updates are often released to address these.
    • Module Communication Errors: The head unit communicates with various other modules. Errors in this communication can cause freezes or reboots. While no specific OBD code directly points to this, sometimes U-codes (Network Communication) might be logged if the system is severely malfunctioning.
    • Corrupted Data: Sometimes, corrupted data from connected devices (like a phone via CarPlay/Android Auto) can trigger issues.
    • Hardware Malfunction: Less common, but a faulty head unit or related wiring could be the underlying cause.

  2. Troubleshooting Steps You Can Try:

    • Factory Reset: While you've done a soft reset, a full factory reset (usually found in the system settings menu) can sometimes clear deeper software glitches. Be aware this will erase all your custom settings, paired phones, and presets.
    • Update Software: Ensure your phone's operating system (iOS or Android) is up to date, and try different USB cables for CarPlay/Android Auto.
    • Check for Infotainment Firmware Updates: Subaru frequently releases firmware updates for the Starlink system. These often address stability and connectivity issues. You can sometimes check for updates via Wi-Fi in the car's settings, but a dealer visit is usually required for major updates.

  3. When to See a Shop:

    • Schedule a Service Appointment: Given the persistence of the issue, it's best to schedule an appointment with a Subaru dealership. Explain the symptoms thoroughly.
    • Reference TSBs: Subaru has issued numerous Technical Service Bulletins (TSBs) related to Starlink performance, freezing, and connectivity issues for various model years, including the Ascent. The dealership service department will be aware of these and can apply relevant software updates or perform necessary repairs under warranty if applicable.
    • Documentation: If possible, try to record a video of the system freezing or rebooting to show the technician, as this can help them diagnose the intermittent problem more effectively.
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