all hands on deck…we have a new captain at the helm!

STAR Center News No. 88Nov/Dec 2015

FCA US LLC STAR Center Monday – Friday Saturday

1-800-850-STAR 8:00 AM – Midnight 9:00 AM –

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STAR Center NewsAll Hands on Deck…We Have a New Captain at the Helm!

We have a new leader here at Technical Service Operations…Tom McCarthy is our newVice President of Technical Service Operations.

Tom McCarthy hired into Chrysler in 1995 and has held many positions, each withincreasing responsibility. The majority of his career was spent on the productdevelopment side of the company. In 2012, Tom was hired into Technical ServiceOperations as the Director of Technical Service Development. He most recently becameVice President of Technical Service Operations in December of 2014.

Tom holds a bachelor’s degree in mechanical engineering from Northeastern Universityand a master’s degree in business administration from Walsh College. His Interests arecar racing, car restoration and animal (dog) rescue.

Tom brings with him a thorough knowledge of vehicle engineering and developmentprocesses and believes in the need to align Engineering and Service to provide bettertools, information, equipment and support to the field/dealers to assist in fixing customervehicles. Tom’s vision for TSO is…focusing everything we do into fixing vehicles andimproving the customer service experience.

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Where to Find the STAR News…The STAR News link has always been located in TechConnect on the home page, in theleft-side window beneath the SEARCH Box. In addition STAR News will now beaccessible through other communication channels including:

1. Link on the LMS (Academy Site)2. Monthly Master Tech3. Instructor Lead Training will include a reminder of electronic file location and hard

copies, when possible4. Via E-mail subscription – details to follow on how to submit your E-mail address to

receive an electronic copy of the STAR News.




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Something to say?Send up your questions, comments,

suggestions, etc…

STAR Center [email protected]

STAR News [email protected]

STAR Center Hours of Operation

M-F 8am-Midnight * Sat 9am-6pm * Open thru Lunch




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Top Tech Recognition

To kick off Mopar's new TechnicianRecognition Program, FCA US LLCrecently awarded the Mopar "Top Techs" of2014 with an all-inclusive two-day event atFCA Headquarters in Auburn Hills,Michigan. 27 Technicians (3 per businesscenter) were selected from over 20,000eligible technicians that showed exemplaryperformance in the areas of Fixed FirstVisit (FFV) scores, dealership tenure andtraining completion.

Top Techs group check out the wind tunnel atFCA headquarters in Auburn Hills, Mi.

As part of the two-day event, thetechnicians were special guests as theytoured FCA's sci-lab, wind tunnel and the5-million square-foot, world-class SterlingHeights Assembly Plant.

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Service Procedure for KL NegativeBattery Cable/IBS Module

Due to incidences of damage to the IBSmodule occurring during the performanceof service procedures, please be sure toadhere to the following recommendationswhen removing and installing the negativebattery cable/IBD module.

REMOVAL

1. Loosen M6 captive hex nut (1)without removing.

2. Insert medium-sized flat end ofscrewdriver in pole clamp slot (2).

3. Lightly tap screwdriver to open poleclamp slot to 3mm max.

4. Carefully lift IBS module upward toremove it from the negative batterypost.

INSTALLATION

1. Place IBS module onto negativebattery post and push down toensure it is properly seated.

2. While applying downward force (20Nmax) on IBS module to prevent

1

2




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rotation, tighten M6 captive hex nutto 7Nm +/- 1Nm.

See service procedure in TechCONNECTfor any additional details.----------------------------------------------------------

3.0L Diesel PM and NOx SensorRemoval Procedure Update

Some technicians are experiencingdifficulty removing the PM and NOxsensors from the Selective CatalystReduction (SCR) during an SCRreplacement.

There are updates to the SCR removalprocedure and NOx Sensor removalprocedure to help the techniciansuccessfully remove the sensors withoutdamage.

Only use a six-sided crow’s foot toolto remove the PM or NOx sensorfrom the SCR.

If the PM or NOx sensor will notloosen, use a torque wrench (Donot exceed 160 Nm (118 ft. lbs.))and attempt to loosen PM or NOxsensor.

If the PM or NOx sensor fastener isstill not loose after using the torquewrench method, use a heat gun toheat the sensor boss for 1 minute at450° C (842° F). NOTE: DO NOTuse a torch as a heat source.

See service procedure in TechCONNECTfor any additional details.

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New Field Technical Support

Members

The Field Technical Support (FTS) Teamwould like to welcome three new ServiceEngineers to the group.

Patrick Waligore – Body/Chassis

Mike Russell – Diesel/Transmission

Bryan Green – Driveability/Engine/HVAC

Our new knowledge experts are lookingforward to assisting the STAR Center, TechAdvisors and you with those difficult-to-diagnose vehicles.

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PF Lighted Cluster Bezel

Appearance

The lighted feature on the cluster bezel forthe PF is not lit in the area above thesteering wheel shroud by design (area inyellow below).

If a customer notes this, explain that it is bydesign intent and that all Darts equippedwith the lighted bezel feature have thisappearance. Comparison to another PFthat is similarly equipped may be helpful.

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Higher Shipping Pressure for TiresPrevents Flat SpotsFCA is making process changes to reduce customercomplaints of vibration at highway speeds due to tireflat-spotting. Tire flat-spotting is the temporaryflatness of the tire overlay construction that canoccur during vehicle transportation and storage. Flatspotting can be driven out in 20 miles of highwaydriving. To minimize flat spotting, vehicles will beshipped at maximum sidewall pressures. FCAcurrently ships vehicles at maximum tire sidewallpressures with the exception of Heavy Duty Trucks.

This area of the cluster isnot illuminated by design.




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Tire pressure should be left at maximum sidewallpressure during PDI in order to prevent flat-spottingduring storage. When a vehicle is evaluated by ordelivered to the customer, the tire pressure must bereduced to the proper cold tire inflation pressurethat’s listed on the vehicle certification label. It’slocated on the driver’s-side b-pillar or the rear edgeof the driver’s-side door. Tire pressures not adjustedto placard pressure may cause a harsh ridecondition.

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Air Filter Fault or Filter MinderWarnings on 13 -14 M.Y. DJ, DD,DP, D2 with 6.7L Cummins

Some customers may experience apremature “Service Air Filter” messagedisplayed on the EVIC. The mil may alsobe illuminated when this occurs. If the MILis on, fault code P2280 - AIR FLOWRESTRICTION / LEAK BETWEEN AIRCLEANER AND MAF is likely to be set inthe PCM. This condition may occur onvehicles with relatively low mileage.

The message in the EVIC as well as theDTC is intended to inform that the air filterhas become restricted, requiringreplacement. However, other inletrestrictions may also trigger the messageand fault. Other possible causes are:

1. Debris blocking the Air Inlet Adapteror Ambient Air Duct (1) and (2).

2. Blocked air intake shield plastic tube(3).

3. Collapsed air intake shield poroustube (4).

Before replacing the air filter, make sure toremove the inlet shield ducting (3 and 4) tothe lower portion of the air box.

Inspect for signs of flashing material in theair intake shield plastic tube (3) (see photobelow).

Also inspect for a collapsed air intakeshield porous tube (4) (if equipped) (seephoto below).




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If both pieces have no problem found,replace the air filter.----------------------------------------------------------

LC/LA Challenger TR6060 6-SpeedManual Transmission 1 – 4 SkipShift Feature

The TR6060 6-speed manual transmissionin the 2009 – 2016 Challenger is equippedwith a 1–4 Skip Shift feature. This is asolenoid-actuated transmission feature thatguides the shift lever from 1st-to-4th gearunder certain conditions to maximize fueleconomy. This is a normal function ofthe TR6060 6-speed manualtransmission.

“SHIFT” continued on next page

“SHIFT” continued from last page

When the following conditions are met, theshift mechanism will only allow shifts from1st to 4th gear:

Engine coolant temperature ishigher than 106 F (41 C).

Vehicle speed is greater than 19mph (30 km/h) but less than 21 mph(34 km/h).

The transmission is in first gear. The accelerator is at ¼ throttle or

less.

After completing the shift from 1st to 4thgear, the clutch pedal can be depressedand the transmission can be shifted intoanother forward gear.

For customers who want to avoid the 1–4Skip Shift, the most effective method isshifting at a higher or lower speed orapplying additional throttle. Disconnectingthe transmission solenoid wiring will causea check engine light-on condition and set afault code for P0803-Skip Shift ControlCircuit to be set in the PCM. Therefore,this is not an acceptable way to disable the1–4 Skip Shift feature.

Customers may be aware of a “Skip Shifteliminator kit” that is available from varioussources in the aftermarket. Installation ofthis type of device on the TR6060 manualtransmission is not authorized orrecommended by Fiat ChryslerAutomobiles.

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6F24 Oil Pan Serviceability

If servicing a Dodge Dart, Jeep Compassor Jeep Patriot with the Powertech 6F246spd automatic transmission, please notethat it is no longer necessary to buy the oilpan service kit (68192621AA) to get the oilpan gasket.

The oil pan gasket has been madeavailable individually via part number68192622AA (please, always check STARParts for part number supersedence).

Please remember that this gasket is to beinstalled WITHOUT any type of sealer.

If you are replacing the gasket for a leakcondition, please verify that the threadedcase plugs above the oil pan rail are notthe source of the leak, as there have beensome unnecessary oil pan/gasketreplacements due to this condition.




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2015/2016 RT vehicles equippedwith Keyless Go with Push ButtonStart

The RT is the last FCA vehicle with the“Push to Start Button” as an option. The“Push to Start” button is an independentcomponent which is removable, and can beserviced independently for vehiclesequipped with Keyless Go starting usingthe button.

The button is to be installed during dealerprep prior to customer delivery. It issupplied within its own packaging insidethe Floor Mat Kit of the vehicle.

There have been warranty claims againstthis part for binding, sticking or popping offthe Wireless Ignition Node (WIN), in whichit is installed.

Parts returned for analysis have not shownor tested to be defective and have beenvalidated to work correctly within othervehicles over extended-time-period testing.

Please ensure that the “Push to Start”button is installed correctly and functionswithout sticking, binding, or popping offprior to releasing the vehicle to thecustomer after purchase.

Your support in protecting the customer isgreatly appreciated!

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Pentastar Upgrade (PSU) engine

The 3.6L Pentastar Upgrade (PSU) enginewas designed with a vision of providing ourcustomers with fuel economyimprovements of up to 6%, while improving

low-end performance and maintainingrefinement.

To accomplish this, 80% of the 3.6L PSU’scomponents are all new, in comparisonwith the Pentastar “Classic” engine. Inaddition, the engine includes notabletechnology additions of 2-step variableintake valve lift (VVL) and cooled exhaustgas recirculation (EGR).

The 2-step VVL system allows the intakevalves to open fully for optimizedperformance, or roughly half-way foroptimized efficiency through reducedpumping losses. This creates unique OBDII diagnostics for the system performance.

The cooled EGR system passes a portionof the hot exhaust gas through a cross-flowcooler to reduce the temperature of the gasdown to approximately 110 deg. C prior toflowing into the intake manifold. Thisallows for increased use of EGR in engineoperation during times when high efficiencyis required without adversely affectingengine knock. As with the 2-step VVLsystem, this new system for the PSUrequires new diagnostics.

The PSU engine launched at Trenton NorthEngine Plant on 6/29/15 and will be firstused in the 2016 WK and WD vehiclesprior to replacing the Pentastar Classic inother applications.

The important thing to remember is that,although the PSU will immediately berecognizable as a member of the Pentastarfamily of engines, almost all keycomponents and systems have beenredesigned. Familiarity with Pentastarengines aside, it will be essential to verifypart numbers and service proceduresspecific to the PSU as many of them arenew or have been modified.

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New TPM Sensors for 2016Challengers, Chargers, andChrysler 300’s

Starting in December 2015, DodgeChallenger, Charger and Chrysler 300 tirepressure monitor (TPM) sensors will have adifferent look.

The old sensor, a Schrader WAL I model,is black. The new sensor, a Schrader WALII, appears identical in shape to the WAL Ibut is colored gray to distinguish it from theold sensor.

New MY2016 production will use the newgray sensor and, as Mopar inventories aredepleted, the gray sensor (68241067AB)should be ordered and used in place of theblack sensor (56029398AB). Please,always refer to STAR PARTS to check forpart supersedence. There is no change ininstallation procedures and the new sensoris interchangeable with the old sensor.Gray and black sensors can be mixed onthe same vehicle. All four wheels do notneed to use the same color sensor.

TPM Warning Lights in Cold Weather

It’s no coincidence that you see anincrease in TPM lamp complaints in coldweather.

“TPM” continued on next page

“TPM” continued from last page

Tires in cold weather deflate about 1 psi forevery 11°F decrease in outside airtemperature. It is very easy in northernclimates for TPM systems to turn on thewarning light when outdoor conditionsreach freezing temperatures.

Usually your customers can easily remedythe problem by simply checking to see ifthe tire needs more air. The fix is to inflatethe tire to the placard pressure listed on thedriver’s door ‘B’ pillar. The vehicle mayneed to be driven for a few minutes above15 mph for the TPM system toautomatically read the new pressure.

A major advantage to Chrysler TPMsystems on premium vehicles is the displayon the cluster tells the driver which tire islow, and displays the pressure in all tires.Most of our competitors do not offer thisfeature.

Chrysler premium systems automaticallylocalize TPM sensor ID’s, which means, nohuman intervention is required by thetechnician to program the location of TPMsensor ID’s into vehicle electronic controlunits after servicing. Please refer to theowner’s manual or service procedures formore information.

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Some Bits and Pieces…

PF/UF Wheel Bolt (Lug) Information

Contrary to OLD service information, 2015PF/UF wheel bolts (lugs) are reusable.The change to this info should be reflectedin the service information inTechCONNECT.




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MDS Solenoid Removal

After removing the MDS solenoid retainingbolt, DO NOT PRY ON THE MDSSOLENOID TO REMOVE IT. Instead, tapthe top of the solenoid with rubber mallet,then rotate the solenoid back-and-forth tobreak the seal.

For more information, see MDS SolenoidRemoval instructions located in the serviceinformation in TechCONNECT.

Electric Parking Brake (EPB) ActuatorOperation During Battery Failure

For clarification, if the battery fails on avehicle equipped with EPB, the EPBactuators will stay in the position they werein when power was lost. For example, ifthe EPB was not set (parking brake off)before battery failure, the EPB actuatorswill remain unapplied. If EPB was set(brake on), the actuators will remainapplied. In this case, power would have tobe restored to the actuators to release theparking brake.

KL/UF/PF Half Shaft Hub Nut Torque

When performing any service on KL/UF/PFvehicles that requires removal of the fronthalf shaft hub nut, it is critical to follow theprocedure as called out in the serviceinformation for the hub nut installation(DealerConnect/ TechConnect/ ServiceInfo/ Front Suspension/ Front/Hub &Bearing/ Installation). Use a NEW hub nutand torque to 200 Nm (148 ft-lb). NOTE:This is a higher torque than most otherplatforms. Also follow the proper crimpingprocedure as described. Failure to do thiswill result in hub and/or bearing failure.

Brake Caliper Replacement Due toAppearance

Brake calipers should not be replaced dueto the appearance of dampness on theassembly. The assembly lubricant used to

install the piston and seals into the caliperoften can leave residue which is sometimesmistaken as brake fluid. Brake fluidleakage will typically result in a bulge in theboot, excessive wetness of the caliper, andpossible contamination of the brake pad. Itwill also result in reduced brake fluid levelin the reservoir. Further inspection andverification should be performed beforereplacement.

RFI Causing Intermittent ConcernsWith RKE/Keyless Go Systems

Our field technicians have beenexperiencing intermittent problems, rangingfrom the RKE not working to the KeylessGo indicating “KEY HAS LEFT THEVEHICLE”, that are being caused by RFIfrom various charging and USB interfacedevices for portable electronics.

This can affect multiple year and models.

Examples of such devices are displayedbelow:




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Depending on the system involved, thesedevices can generate a strong enough RFIsignal in the various send and receivefrequency bands.

Many of the vehicles have had numerousrepair attempts made such as, SKREEMreplaced, keys replaced, antenna(s)replaced, KIN replaced, RF HUB replaced,etc., without changing/fixing the complaint.

What makes these issues difficult todiagnose is that often customers take theirchargers with them when they drop off thecar. So the tech spends the time testingbut never duplicates the concern.

The best practices to diagnose theseissues successfully would be to either havethe customer agree to charge everything athome and not plug anything into the vehiclefor a week and see if the problem stillhappens, or, request that the customerhave everything normally connected in thecar and leave it for testing.

Your chances of identifying the cause ofthe customer’s concern should greatlyincrease.

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Double Cardan Joint Maintenance

Since 2005 model year, 2500/3500 Ram4X4 trucks have been using a doublecardan universal joint on the front propellerdriveshaft (pictured below).

“DRIVESHAFT” continued on next page

“DRIVESHAFT” continued from last page

As a reminder, these double cardan jointsrequire lubrication periodically.

The assembly has a small grease fitting inthe middle of the joint (Fig. 1).

Fig. 1




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The fitting on the joint is not the typical Zerkfitting that is common on front suspensioncomponents.

The fitting is actually a conical depressionin the joint that has a small steel check ballat the bottom.

The design and location of the fittingrequires a special grease nozzle (Fig. 2) toaccess the lubrication point.

The Maintenance schedule inTechCONNECT and the Vehicle Owner’sManual indicates lubrication at every oilchange.

This has been the case since the 2005Model Year.

There is also a Caution Label on the leftfront fender that reminds of the requiredmaintenance and the type of grease thatshould be used (see below).

As pictured below, failure to lubricate thisjoint may lead to premature front propellershaft joint wear and failure.

It is easy to see the evidence of a lack ofproper maintenance after the joint hasseparated. Lack of grease in the cup areasuggests that the joint was not maintained.Remember this failure and any collateraldamage caused by it may not beconsidered warrantable failures.

MasterTech Updates

April 2015 MasterTech – EvaporativeEmissions Systems

Fig. 2

Rusted grease cup




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April’s first lesson closely examines thecomponents and operation of theevaporative system integrity monitor(ESIM) evaporative emissions (EVAP)system. The program covers the four leakclassifications, key system components,and provides simple, animated views of thesystem during the various phases ofoperation. Since small EVAP leaks can bechallenging to diagnose, the lesson closeswith several tips and a small leakdiagnostic example.

The ESIM system is mechanically simplerthan previous EVAP monitoring systems,but functionally, ESIM is a little trickier tofollow. The purpose of this lesson is tohelp technicians diagnose and repair ESIMsystems more quickly and accurately.

Renegade/500X Radar SensorAdjustment

The second lesson provides a quick look atthe procedure and tools required to adjustthe adaptive cruise control (ACC) moduleon the Jeep Renegade and Fiat 500X.(Please note that the ACC module is alsocalled a “radar sensor” in somedocuments.) Currently, Renegades and500Xs do not offer an ACC option, howeverthe module is used for forward collisionwarning (FCW). Two special tools arerequired to align the module. The tools areonly available from Mopar Essential Tools.

This lesson highlights the procedures forordering and using the special tools.

Lesson 3 - Nine-Speed TransmissionUpdate

In February’s Master Tech, we provided anoverview of the nine-speed transmissionrelearn procedures. April’s last, brieflesson clarifies when technicians shouldapply the various nine-speed relearnprocedures.

May 2015 MasterTech - Alignment BestPractices

May’s Master Tech explains some bestpractices for dealing with customercomplaints about off-center steering wheelsand vehicles that lead or pull to one side orthe other.

The program highlights two servicebulletins that promote effective diagnosticand repair techniques to help eliminatewasted time and increase customersatisfaction by efficiently fixing off-centersteering, or lead or pull issues, the firsttime.

The May Tech News section of the MasterTech reference book highlights threewarranty bulletins. The first clarifies thereimbursement guidelines for machiningengine parts. The second bulletin detailsthe unique documentation required forreimbursement when using the ED-18 andGR-8 battery tester/chargers. The thirdbulletin explains two new failure codes for“flash only” procedures.

June 2015 MasterTech - DMM Featuresand Functions

Accurate electrical testing is often the keyfactor in producing an efficient, accuratediagnosis. And, except for a scan tool, adigital multimeter (or DMM) is probably themost useful tool available for electricaldiagnosis. Therefore, June’s Master Techincludes a look at various DMMs’ featuresand functions, and tips on using a DMM todiagnose some common electrical issues.

“MASTERTECH” continued on next page

“MASTERTECH” continued from last page

International Special Tools

Technicians may have noticed that someunique tools for the Jeep Renegade andFiat 500X (as specified in Service




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Information) are unavailable from theMopar Essential Tool website. The brief,second feature explores technicians’options for substituting or acquiring thespecial tools.

Labor Operations Efficiency

June’s Tech News explains why efficiencyis tracked and how efficiency is calculated.The section clarifies WarrantyAdministration’s policy on reportedefficiency and possible adjustments,defines shop and individual efficiencycalculations, and explains efficiencytargets.

July 2015 MasterTech – Data RecordingFor STAR

This lesson briefly covers using the newwiTECH 2.0 scan tool to create VehicleScan Reports, Configuration Reports, andflight recordings. STAR Center agentsoften require vehicle reports to helptechnicians develop an accurate diagnosis.

New STAR Assistance Request

For the past few years, the RequestTechnical Assistance button on theTechCONNECT home page has been thepreferred method to open a STAR case inmost situations. STAR is introducing anupgraded version of the request in the thirdquarter of 2015.

The purpose of this lesson is to highlightnew features of the updated process,explain the key benefits of the newfeatures, and point out a couple ofrestrictions added to the process.

LOP Time Studies

In this lesson, we look at how time studies,for labor operations (or LOPs), arecompleted; and hopefully, clear up somecommon misconceptions.

Parts Returns

July’s Tech News explains the importanceof returning the correct parts with matchingdocumentation to the Quality ReturnCenter, along with properly packagingfailed parts for return.

August 2015 MasterTech – WranglerWater Leak Test Tips and Techniques

Diagnosing and repairing JK Wranglerwater leaks can be a frustrating assignmentwithout the proper tools and a clearunderstanding of the top’s watermanagement system.

This Master Tech is not designed to be acomprehensive training program on everyaspect of Wrangler top seals. However, wewill look at:

Wrangler’s various top components Examples of effective (and

ineffective) water leak test devices. The tops’ system of seals, dams,

and drains. The recent availability of some new,

more comprehensive serviceprocedures

Seal replacement tips.

New Autopay Function

August’s Tech News covers the newAutopay Function for wiADVISOR andsome of the details of the new process.

September 2015 MasterTech – DieselExhaust Fluid System Tips

A properly operating diesel after treatmentsystem is required to meet variousemissions regulations. FCA employs aselective catalytic reduction (SCR) systemto reduce oxides of nitrogen (NOx). Forproper operation, the SCR system requiresan ample supply of high-quality dieselexhaust fluid (DEF).

“MASTERTECH” continued on next page




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“MASTERTECH” continued from last page

This month’s Master Tech concentrates onexplaining the SCR system, and someassociated faults that cause diagnostictrouble codes (DTCs), because:

Some after treatment-related DTCscan prevent the vehicle from startingor from running at full power, whichgenerally gets our customers’ fullattention.

SCR diagnostic trouble codes canbe difficult to diagnose without areasonable understanding of thesystem.

Transmission Oil Cooler Service

This article covers some new guidelinesregarding transmission oil cooler flushingand replacement.

October 2015 MasterTech – PowerWindows, Powered Probes and TestLights

This month’s MasterTech touches on tipsregarding usage of powered probes andtest lamps, the advantages anddisadvantages of each and when to usethem efficiently.

In the Power Window Highlights lesson, wecover the control methods and basicdiagnostics for four different systems ontwo different vehicles

Recall Procedures and RemanufacturedParts

In October’s Tech News section, wediscuss recall procedures and why it’simportant to closely follow the proceduresas written in recall documents.

We also discuss the subject ofremanufactured parts and when theyshould be used.

November 2015 MasterTech – PentastarV6 Upgrade Highlights and MasterTechUpdates

The Pentastar V-6 engine is undergoing amajor upgrade for the 2016 GrandCherokee and Dodge Durango.

The new engine looks quite a bit like thecurrent Pentastar, but nearly everycomponent is redesigned and assigned anew part number.

Master Tech reviews the key changes,including engine stop/start (ESS), thatallow the upgraded Pentastar to produceup to 14% more torque, with about 6%better fuel economy, and no added weight.

Also discussed are next month’s comingchanges to the MasterTech Updates.

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Various Vehicle Issues OccurringAfter Tint Applied to Winshield

There have been multiple reports from thefield involving customer complaints on 15WK and L- body vehicles occurring afterthe application of window tinting to thewindshield. Complaints include MIL-on,difficulty starting, vehicles will not turn off,inoperative horns, turn signals,interior/exterior lights, etc.

The cause of most of these failures hasbeen traced to corrosion inside the BCMdue fluid contamination caused byimproper application methods during thewindshield tinting process.

The process of applying tinting to thewindshield requires a large amount ofcleaning solution to be sprayed on theinterior of the windshield prior to applicationof the window tint foil. A squeegee is thenused to remove the solution between thewindshield and the window tint foil. Ifproper precautions are not taken, like




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placing a towel at the base of thewindshield to catch and absorb the excessfluid, the excess fluid will drip downbetween the instrument panel and thewindshield and land on the BCM. Overtime the excess fluid will enter the BCMand cause corrosion of the printed circuitboard assembly and electrical components,and, eventually cause symptoms asdescribed above.

Various Issues Due to ImproperLatching of PDC Cover AfterService

There have been reports of variouscustomer complaints caused by waterintrusion into the TIPM (Totally IntegratedPower Module) on 15 JK and RT modelsafter the TIPM cover was removed forsome related service. The cause of thewater intrusion into the TIPM is the failureto ensure proper closure and latching of theTIPM cover after servicing.

Please ensure the TIPM cover is properlyclosed and latched if it is necessary toremove the cover during a serviceprocedure.

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New LOP 85-41-25-02 “No Repair /Trouble Not Found Diesel ExhaustFluid”

You might remember that a few years agoseveral new no repair / trouble not foundLOPs were introduced. Those have beenexpanded to include an option for dieselexhaust fluid (DEF) systems. Using thisnew LOP will report issues to the EngineSystems quality group. In the past many ofthese concerns were being reported asPowertrain Systems (group 09). This newLOP option will help FCA further

understand what concerns the customersare reporting to the dealers. The best wayto select the correct LOP is to make sureyour technician’s notes have details aboutwhat vehicle system they inspected, whatthey did or did not find, and what test theyperformed along with the results from thetest they competed. Keep in mind, theLOP used on the claim is used to identifywhich system was inspected, which is whywe want to make sure you are aware of theadditional reporting area.

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Other New LOPs

New LOPs:

854110 - Engine Driveability(replaces 854118)

854117 -Driveline/PTU/TransferCase Electrical

854120 -Transmission Mechanical

See DealerCONNECT for moreinformation.

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Remember, when all else fails, go back to the basics…and by the way, here’s the

basics!

SIX-STEP TROUBLESHOOTING PROCEDURE

Step One: Verify customer complaint

DO NOT attempt repairs without first verifying.

The R.O. must contain all essential information about the complaint.

Unfavorable arbitration and lemon law rulings have resulted due to an

unnecessary number of attempted repairs without verification of problem.

An exception would be when a SB matches an owner complaint exactly.

Never proceed any further if the customer is complaining about a design

characteristic of the vehicle. That must be dealt with carefully.

Step Two: Determine related symptoms

Check other systems on the vehicle that are or could be affected. Two systems

were on the same circuit on some older models.

Step Three: Analyze the symptoms

What could cause the problem? For example, could it be a wire routing or

terminal issue, not an open or a bad/poor ground?

In this step knowledge, experience and application of training are utilized.

Always ensure the best qualified technician is performing the current repair.

Step Four: Isolate the trouble

With a water leak, for example, it is vital that all possible sources of leaking are

found.

This also pertains to “repairing only the affected areas,” and not over-repairing.

Step Five: Repair the trouble

Do the repairs as appropriate. Follow the service manual instructions or when

performing a SB, follow it very specifically.

Step Six: Verify proper operation

This means that if a lengthy test drive is necessary, it must be done.

This is the most important step before the vehicle is returned to the customer.




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If this step is omitted, customer satisfaction will be affected due to the customer

returning if the vehicle is not right. This is wasteful of everyone’s time. That

affects the customer, the service advisor, the technician and the service

manager.

STAR Center Areas of Responsibility

Engine/Climate control Group -Internal engine componentsComponent Codes 07, 09, 24 -Accessory drive system components

-Radiator, Hoses, Cooling system components and sensors-A/C or heater components or controllers including blower motors

Transmission Group -Manual and Automatic TransmissionsComponent Codes 03, 06, 21 -Clutch systems

-Transfer case-Drive axles-Propeller shaft-Transmission cooler & lines-Axle assemblies

Driveability/OBDII Group -Engine performance including MIL illumination, OBDII monitors andComponent Codes 11, 14, 18, 25 C.A.R.B. readiness monitors

-Throttle body, throttle linkage, fuel injectors, and spark plugs-Exhaust system-Fuel delivery system, fuel tank, lines and hoses-Air cleaner assembly-Cruise control-Emission controls, Engine controller, sensors and relays related to the fuel

system-Data recording review, Copilot, DRB and STARSCAN software update

procedures-Flashing concerns related to PCM/ECM/TCM.

Body/Chassis Group -ABS and Base brake systemsComponent Codes 02, 05, 10, 13, -Wheels and tires17, 19, 22, 23 -Steering

-Suspension and frames-Sheet metal, Body sealing, glass, sunroof-Interior components and systems-Moldings, bumpers, exterior lights and convertible tops-Paint and metal finish

Audio/Video/Navigation/ -Radio, clocks and entertainment systemsTelematics GroupComponent Code 8A

Electrical Group -Instrument panel and clusterComponent Code 08 -Body wiring and lighting

-Fuel sending units and level reading issues-Passive restraint systems-SKIM, Theft alarm, and remote keyless entry concerns-Alternator, battery, starter, relays-Body controllers and other modules, except PCM/TCM




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-Module flashing concerns related to all modules EXCEPTPCM/ECM/TCM.

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Contacting STAR for Assistance Tips

Have the Ticket number, tests performed and results with you when calling for assistance.

Concerns that cannot be duplicatedWithout being able to duplicate the customer’s concern and gathering certain data, there istypically very little technical assistance that can be provided. A call to the STAR Center may be awasted effort. We recommend the following be performed before calling:

1) Review warranty history2) Review any previous repair attempts on same complaint3) Review Quick Hits for similar issues4) Perform 6 Step Diagnostics5) Make sure customer process is documented6) Ask additional questions to the customer7) Install vehicle data recorder8) Drive vehicle and try to duplicate9) Wait for reoccurrence

Diagnostics not performedPlease complete basic diagnostics prior to calling, including the 6 Step Diagnostics. The STARcenter should be utilized for concerns that required high level technical assistance.

Information already availablePlease utilize search functions, such as TechConnect and the search feature in Tech Connectcalled Quick Hits. You will be asked upon calling the STAR Center if you have completed thissearch which provides STAR Online, SB’s, Recalls, RRT’s and Tech Tips (GPOP) along withservice and wiring information.

The caller is not the Tech working on the vehicleThe person working directly on the vehicle should be calling so that proper technical assistancecan be provided. Time is wasted when all details of the issue and work already completed is notreadily available.

Vehicle is not at the dealershipDo not call if the vehicle is not at the dealership. Calling to try and get information prior to seeingthe vehicle or doing a complete diagnosis is a misuse of the STAR Center Agents and extends thehold time for other technicians requiring assistance.

***Please pass the word to all the Service Technicians at your Dealership. Thank you! ***




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IVR PHONE SYSTEM OVERVIEWBeginning September 23, 2010, the STAR Center launched an enhancement to the current IVRprocess. The intent of the new process is to improve technician access to STAR. This isaccomplished by requiring a ‘Request for Technical Assistance’ be completed in TechCONNECTprior to contacting STAR. Requests for assistance will generate Ticket numbers the technicianmust then use to call STAR. Please keep in mind that requests made by technicians with traininglevels 1 and 2 for that specific problem will only be able to receive an e-mail response to thatspecific request. If you call STAR with a ticket number that is not authorized, the IVR will directyou back to TechCONNECT to review your e-mail response.

Service Managers will be able to call STAR after creating a ticket using their Sid regardless oftraining levels.

A few helpful hints to consider when calling in for assistance:

It will be helpful to call from a less noisy location than the shop floor. Try to find a locationwhere there is less noise or other conversations in the immediate area. We anticipatethat this will improve your calling experience and interaction with the new IVR system.

Ensure that the phone that you are calling from is in good working condition and is free ofexcessive static or noise. It is also recommended that you do not use the hand freeoption or a headset/amplifier setup when placing you call.

If you know your option, you do not have to wait for the entire message to play beforespeaking your choice. You are encouraged to “Barge In” with your selection.

After the initial welcome message, you will be presented with 3 choices:

1. Enter your Technical Assistance ticket number2. Say “Mopar Accessories”3. Say “Part or Labor Op Restriction”

If you enter a valid ticket number, your call will be routed to the correct group of the StarCenter.

If you requested “Mopar Accessories”, your call will be transferred to the MoparAccessories group.

If you entered “Part of Labor Op Restriction” you will be prompted for:

1. S-ID2. Vin3. Part Number




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Items to keep in mind: Speak your responses in a normal tone of voice. You do not have to yell or place special

emphasis on the numbers or letters. If you have problems speaking the information, youcan use the keypad on your phone to enter it.

The two digit component group is the area in the service manual that you would expect tofind the diagnostic information (e.g., Group 14 is Fuel, Group 8 is Electrical, Group 25 isEmissions).

*NOTE* If you default to manual input using the key pad, you will need to complete theremainder of the inputs using the keypad only. The voice recognition software willassume that you are in a noisy environment and will disregard any additional voiceinputs.

all hands on deck…we have a new captain at the helm!

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