No OTA and dealer issues

[JJBlanchard]

I have a 2024 ME Premium AWD. Noticed that I had not received any OTA in over 90 days. Called Ford support and they confirmed two expired updates with no installation, opened a case, and directed me to the dealership to diagnose and fix. Had 3 separate all-day stays at the dealership (Apple Ford, Columbia MD) each ending with no clear diagnosis or planned fix. They kept saying that the "Ford Hot Line" was asking for more diagnostics before a part could be ordered.

I contacted service manager and he suggested they may need to get me a rental for a multi-day stay.

Most recent update was the service tech emailed me on Friday 8/15 that, "Received message back from FORD MOTOR COMPANY we can do no further programming or further diagnostics on this concern until the recall 25S65 is able to be done, they are talking about October/November for this program to be available. "

No explanation why they are linking what seems to be two separate issues 1) non-operative OTA and 2) recall for 12volt battery issue involving door locks.

Anyone else experiencing OTA issues like this? Again, not a failed or partial update. I get no warnings in the car.

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[AtomicInternet]

If you're comfortable with doing the FDRS updates yourself, that will be the fastest way to resolve the outstanding updates. 3 separate all-day stays would be more than enough to justify the $500 cost of the mongoose cable for me. At the very least you can ask for a list of your outstanding updates in the FDRS thread and print it out and tell your dealer "I want these"

Sadly, they can easily say "no" since it costs them money to do the updates, and you can't prove you need them.

 

[Ford Motor Company]

I have a 2024 ME Premium AWD. Noticed that I had not received any OTA in over 90 days. Called Ford support and they confirmed two expired updates with no installation, opened a case, and directed me to the dealership to diagnose and fix. Had 3 separate all-day stays at the dealership (Apple Ford, Columbia MD) each ending with no clear diagnosis or planned fix. They kept saying that the "Ford Hot Line" was asking for more diagnostics before a part could be ordered.

I contacted service manager and he suggested they may need to get me a rental for a multi-day stay.

Most recent update was the service tech emailed me on Friday 8/15 that, "Received message back from FORD MOTOR COMPANY we can do no further programming or further diagnostics on this concern until the recall 25S65 is able to be done, they are talking about October/November for this program to be available. "

No explanation why they are linking what seems to be two separate issues 1) non-operative OTA and 2) recall for 12volt battery issue involving door locks.

Anyone else experiencing OTA issues like this? Again, not a failed or partial update. I get no warnings in the car.

Here to help! I'll message you and grab some details so we can figure out the disconnect and get your OTAs rolling in.

 

[SevereM]

Here to help! I'll message you and grab some details so we can figure out the disconnect and get your OTAs rolling in.

If you are making offers to help my 2021 hasn’t updated since May of ‘23. Including three dealer visits with no foreseeable fix.

 

[Ford Motor Company]

If you are making offers to help my 2021 hasn’t updated since May of ‘23. Including three dealer visits with no foreseeable fix.

I'll do what I can. Messaging you now.

 

[yousee4]

I have a 2024 ME Premium AWD. Noticed that I had not received any OTA in over 90 days. Called Ford support and they confirmed two expired updates with no installation, opened a case, and directed me to the dealership to diagnose and fix. Had 3 separate all-day stays at the dealership (Apple Ford, Columbia MD) each ending with no clear diagnosis or planned fix. They kept saying that the "Ford Hot Line" was asking for more diagnostics before a part could be ordered.

I contacted service manager and he suggested they may need to get me a rental for a multi-day stay.

Most recent update was the service tech emailed me on Friday 8/15 that, "Received message back from FORD MOTOR COMPANY we can do no further programming or further diagnostics on this concern until the recall 25S65 is able to be done, they are talking about October/November for this program to be available. "

No explanation why they are linking what seems to be two separate issues 1) non-operative OTA and 2) recall for 12volt battery issue involving door locks.

Anyone else experiencing OTA issues like this? Again, not a failed or partial update. I get no warnings in the car.

It sounds like your 2024 ME Premium AWD hasn’t received OTA updates for over 90 days, and Ford is linking the OTA issue to recall 25S65 (12V battery/door locks), with no clear explanation, anyone else having similar OTA problems?

 

[Mach1E]

I went 18 months without updates on my 2021.

Yes it was frustrating, no there was nothing I could do nor nothing the dealer could do to fix it.

Eventually it was fixed by Ford on the server side of things.

That said, during those 18 months, there was nothing “broken” that the missing updates would have fixed.

So if your car drives fine and isn’t broken, save yourself the frustration and don’t bother taking it in for service!!

 

[jav_eee]

What issues do you have that software updates will fix?

 

[rugedraw]

It could be that a previous OTA broke the TRON encryption, or the GWM and or TCU is hung up in a funky state causing the OTA triggers to expire before the vehicle pings the server back to accept them. If TRON is broken, there will be a code being reported by the vehicle that will clearly indicate that is the case and that dealer can easily fix that. If it is the latter, then disconnecting the 12v battery for 20 minutes to force a hard reset of the module network is what I would recommend to try to see if the next time an OTA is sent, it goes through.

 

[TNGreenMachE]

It sounds like your 2024 ME Premium AWD hasn’t received OTA updates for over 90 days, and Ford is linking the OTA issue to recall 25S65 (12V battery/door locks), with no clear explanation, anyone else having similar OTA problems?

My 2024 Premium has not received any updates since I got it in Nov 2024. So 270 or so days without an update. I have the 25B03 CSP for 12v still to do and the 12v/battery door lock recall that is to date not available. My selling dealer would not perform mobile service for the CSP, nor offer to pick up the car. So if the 12V battery dies, it's on Ford for warranty. The nearest Ford dealer wanted me to leave the car for 3 cays minimum for diagnosis for a CSP! I have not had any issues except for some settings that just change on their own for example drive mode or departure times. I don't have the climate slider in FordPass. Sometimes I have to have the IOS Fordpass app in the foreground before I can unlock the door. Yes I have backup codes set, but would like to use PAAK as intended. Lately I have been getting a charge error message from FordPass when I plug in the EVSE. The app asks that I reseat the EVSE, yet the scheduled charge works just fine if I do nothing at all. So I ignore the message for now.

 

[jav_eee]

Sometimes I have to have the IOS Fordpass app in the foreground before I can unlock the door.

Not a vehicle issue. Your phone is putting the FordPass app to sleep which is why you need it in the foreground (woken up again). Just in case you didn’t know.

 

[TNGreenMachE]

Not a vehicle issue. Your phone is putting the FordPass app to sleep which is why you need it in the foreground (woken up again). Just in case you didn’t know.

If I quit the FordPass app I get the message "Phone As A Key works best when FordPass is kept open on your phone.". It doesn't say it has to be in the foreground, I have literally gone days with the App in the background and it works, until it doesn't. I have Background App Refresh ON..

Logically If the FordPass is required to be in the foreground all the time., why does the App Background Refresh option exist?

I will say the most common scenario when the app does not work is when the vehicle is approached from behind and I go to use the hatch release and nothing happens..

 

[JJBlanchard]

I appreciate the advice to likely not worry about the lack of updates. Yes, the car is driving fine so this is low on my list of concerns. What is a bit bothersome was the process and communications I received.

Ford support had originally told me that 2 updates had "expired" and had not loaded. Ford support indicated that this was an indication that something (hardware? software?) was wrong and needed dealer attention. It was on Ford's advice that I took the car into the dealership.

The dealership kept the car for several days and across those several visits noted that the car likely needed a new part (without indicating what) and the dealer indicated they found multiple error messages that they could not address until the Ford hotline provided consultation and approval for a part. So, neither Ford support or the dealer told me that this was a non-issue. The resolution from the dealer to wait for the 12v battery/door lock recall just seemed odd and unrelated to my issues.

In the last 24 hours Ford Motor (Brian) on this forum reached out with a DM and like the dealer's last communication he also shared that all I needed to do was await the 12V recall software.

I called Ford Support today to be sure I did not misunderstand what they told me and get a bit more detail. I thought they might also align with the dealer and Brian's conclusiong. Ford Support reported the following:
a) New software (version 25.2.1.6.5) attempted updates on June 11 and July 9. Both attempts expired (failed).
b) Another "large" update (DCMX-25.BB) has been "queued up" since August 6 but is not loading (today is August 19).

I have confirmed that my car and app are all set to receive nightly updates. Ford Support suggested that I leave my car unplugged (?) to receive the latest large update (DCMX-25.BB) but my car was unplugged for two days while at airport recently and nothing changed.

Again, I am grateful that this is not impacting my commute or quality of life. The process and communications across Ford support and dealership just seems to be short of good customer service and has left me puzzled as to just what is wrong (if anything). I do not feel that I am getting a convincing authoritative response. I am fine to await the recall and see if the dealer has any new perspective about any OTA issues.

 

[jav_eee]

If I quit the FordPass app I get the message "Phone As A Key works best when FordPass is kept open on your phone.". It doesn't say it has to be in the foreground, I have literally gone days with the App in the background and it works, until it doesn't. I have Background App Refresh ON..

Logically If the FordPass is required to be in the foreground all the time., why does the App Background Refresh option exist?

I will say the most common scenario when the app does not work is when the vehicle is approached from behind and I go to use the hatch release and nothing happens..

I think they mean literally open or they would’ve written “you can exit the app but do not force close it”. Yeah it works while your screen is off but once memory management puts the app to sleep to accommodate more recently used apps then that’s when, I suspect, all the connection issues occur.

Background app refresh, when it works, is supposed to keep this forum app or twitter or instagram feed up to date so that it loads faster with recent posts. It does not keep apps awake. Memory management has the ball when it comes to which apps sleep and which ones stay awake but suspended in the background.

you gotta remember that these companies write these things for the same people who need a “caution: contents are hot” warning on their coffee cups.

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