MME finally arrived! But... can't activate on FordPass. [Update: fixed; car had been in fleet mode]

[Mache1973]

MME finally arrived two days before Thanksgiving (while traveling) and was finally able to pick it up from the dealer yesterday, 11/28. Everything seems to be working fine so far except... getting the dreaded "Activation is currently unavailable" message through the (iOS) FordPass app. Tried everything I could think of and then some, running through the boilerplate suggestions from tech support (app uninstall/reinstall, remove/add VIN, key cycle, toggling connectivity, even a master reset) and nothing. Finally made it out of tech support chat hell and found a person to talk to who (again) ran through the standard list and was stumped. Opened an IT ticket, "we'll hopefully get back to you this week."

I know something similar was mentioned at least once here, but wondering if anyone had any ideas. My gut is that it might have something to do with Ford's announced November 28 back-end software update dealing with... well... precisely this kind of functionality. But trying to untangle who to get grumpy with (Ford vs. dealer) and figuring out how to run it down has been a bit of a mess as a well as a slightly rough entry into MME ownership.

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[ChasingCoral]

Ford announced the system would be down yesterday. Try it again tomorrow.

 

[ChasingCoral]

Announcement posted here
https://www.macheforum.com/site/threads/paak-maintenance-outage-planned-11-28.11712/

 

[Newboj]

MME finally arrived two days before Thanksgiving (while traveling) and was finally able to pick it up from the dealer yesterday, 11/28. Everything seems to be working fine so far except... getting the dreaded "Activation is currently unavailable" message through the (iOS) FordPass app. Tried everything I could think of and then some, running through the boilerplate suggestions from tech support (app uninstall/reinstall, remove/add VIN, key cycle, toggling connectivity, even a master reset) and nothing. Finally made it out of tech support chat hell and found a person to talk to who (again) ran through the standard list and was stumped. Opened an IT ticket, "we'll hopefully get back to you this week."

I know something similar was mentioned at least once here, but wondering if anyone had any ideas. My gut is that it might have something to do with Ford's announced November 28 back-end software update dealing with... well... precisely this kind of functionality. But trying to untangle who to get grumpy with (Ford vs. dealer) and figuring out how to run it down has been a bit of a mess as a well as a slightly rough entry into MME ownership.

Did you get this resolved?

 

[Mache1973]

Did you get this resolved?

Unfortunately no -- still getting "Activation is currently unavailable." No change (and no response from Ford or the dealer).

 

[Mache1973]

Quick update. Contacted the FordPass customer service number directly this time (800-336-0486) and had a helpful conversation with the representative. We went through the same efforts to fix the issue (reset/reinstall FordPass, master reset, etc.) and still came to the same "activation is currently unavailable" error. The FordPass rep was able to share that the iOS app seemed to be communicating fine with the vehicle but that the modem in the vehicle was sending null/error messages to Ford. Was told that he was sending it to the escalation team, gave me a case number, and said that the escalation team should be contacting me within 2-5 days. I asked if it sounded like an issue that the dealer service center would have to fix (vs something that Ford could do remotely) and he said that it probably was, although he couldn't know if it was a faulty modem or a setting on the modem. Now we wait and see.

 

[Mache1973]

Another update. The FordPass rep I spoke to this morning reached out to let me know that the escalation team likely ran down the problem: my car was mistakenly still set in "fleet" status that prevents it from being activated. He indicated that the status should be updated by December 4, three days from now. Not entirely sure why the status couldn't be manually changed quicker than that (or where precisely the fleet status fits into the transport/delivery process) but I'm happy that Ford seems to have an idea of how to resolve the problem sooner rather than later.

 

[Mache1973]

Update: yep, that was it. Car was accidentally left in fleet mode. After FordPass support indicate that it could take up to four days to switch it to the right mode, Ford was able to resolve the issue the next day. Car now activated and good to go.

 

[DevSecOps]

@HuntingPudel tagging you because you're the most recent person who has brought this same issue to my attention.

 

[HuntingPudel]

@HuntingPudel tagging you because you're the most recent person who has brought this same issue to my attention.

Thanks Todd! I haven’t had time to call FordPass support yet. They haven’t answered my email yet either. Guess I really need to call them now. ??

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