TSB 22-2117 - Fix for Stuck Power-Up 1.7.1 Update

[dml105]

I have the screen showing “your software is up to date” now and I see that there is a pending update in the widget OTA info (that has failed once).
So I guess they did the update but didn’t update the car to the latest software.

Looks like you may be out of hell!

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[SashaLondon]

Not unless it updates. All my fingers are crossed as are my toes.

 

[HowdyDoody]

For those that have had success with this, could someone please summarize exactly what you said to the dealer and which of the parts required to conduct the dealer you had to give to them?

 

[kulaga]

Aaaaaaaaaaaaaaaaaaaargh!!!! Dropped my car off at the dealer this morning. Got a call your car is completely up to date what makes you think it is stuck? This after giving them the TSB multiple times when I made the appointment last week. Gee, let me think.... No Sync version number, no sketchpad, unable to turn on scheduled updates, multiple failed 1.7.1 updates in NOVEMBER and nothing since!!!! Now I'm on the phone with Ford support who's even more clueless trying to escalate this so it's not ANOTHER wasted service appointment. His scripted response was Ford is working on a field service update and will send me a letter! Politely said, your script is not working can I talk to someone familiar with this issue. Software Update support person's response - a supervisor will call me in 24-48 hours!

There is something drastically wrong when the customer knows more about the fix than the dealer or the corporate support line. Ford needs to work on their basic communication! MY prediction is the dealer will call in 4 hours that my car is ready and "all set". I'll pick it up and nothing will have been done!

 

[Jeffvisor]

I sent the TSB to my dealer last week. He said his techs read over it and are ready to apply it to my car. I dropped it off yesterday to be applied today. He sent me a message this morning saying the techs discovered they need certain adapters to apply the update and Ford doesn't have them. I said I thought they read over the TSB last week the pictures clearly show what you need. he said a "A" and a "B" tech both read them over. Yea sure. Now I have to wait for them to get the adaptors and take the car back in. Ugh!

 

[MrMache]

Aaaaaaaaaaaaaaaaaaaargh!!!! Dropped my car off at the dealer this morning. Got a call your car is completely up to date what makes you think it is stuck? This after giving them the TSB multiple times when I made the appointment last week. Gee, let me think.... No Sync version number, no sketchpad, unable to turn on scheduled updates, multiple failed 1.7.1 updates in NOVEMBER and nothing since!!!! Now I'm on the phone with Ford support who's even more clueless trying to escalate this so it's not ANOTHER wasted service appointment. His scripted response was Ford is working on a field service update and will send me a letter! Politely said, your script is not working can I talk to someone familiar with this issue. Software Update support person's response - a supervisor will call me in 24-48 hours!

There is something drastically wrong when the customer knows more about the fix than the dealer or the corporate support line. Ford needs to work on their basic communication! MY prediction is the dealer will call in 4 hours that my car is ready and "all set". I'll pick it up and nothing will have been done!

This is my nightmare. Dropped mine off at 7:30AM today (EST). I haven't heard anything yet, and will report back what happens when I do.

 

[Logal727]

I have the screen showing “your software is up to date” now and I see that there is a pending update in the widget OTA info (that has failed once).
So I guess they did the update but didn’t update the car to the latest software.

Sounds like you’re out of purgatory though, time to take a 30 min drive

 

[Logal727]

Aaaaaaaaaaaaaaaaaaaargh!!!! Dropped my car off at the dealer this morning. Got a call your car is completely up to date what makes you think it is stuck? This after giving them the TSB multiple times when I made the appointment last week. Gee, let me think.... No Sync version number, no sketchpad, unable to turn on scheduled updates, multiple failed 1.7.1 updates in NOVEMBER and nothing since!!!! Now I'm on the phone with Ford support who's even more clueless trying to escalate this so it's not ANOTHER wasted service appointment. His scripted response was Ford is working on a field service update and will send me a letter! Politely said, your script is not working can I talk to someone familiar with this issue. Software Update support person's response - a supervisor will call me in 24-48 hours!

There is something drastically wrong when the customer knows more about the fix than the dealer or the corporate support line. Ford needs to work on their basic communication! MY prediction is the dealer will call in 4 hours that my car is ready and "all set". I'll pick it up and nothing will have been done!

Seeing this a lot, seems like @Ford Motor Company needs to be a bit more specific in the TSB on what the symptoms are

 

[kltye]

After reading so many horror stories about crappy dealers with regards to updates, I'm wondering if we should organize a Mach-E meetup - but to perform updates. I know we shouldn't have to do this, but if the meet is large enough, it might garner some attention from Ford? Unless a module needs replacement, updates are stupendously easy to perform, so I don't know why it's so hard for dealership mechanics to figure this out.

 

[MrMache]

After reading so many horror stories about crappy dealers with regards to updates, I'm wondering if we should organize a Mach-E meetup - but to perform updates. I know we shouldn't have to do this, but if the meet is large enough, it might garner some attention from Ford? Unless a module needs replacement, updates are stupendously easy to perform, so I don't know why it's so hard for dealership mechanics to figure this out.

Sounds good. I'm in South Florida and you're in Chicago. Where should we meet? /s

I wish it were easier for sure.

 

[slambertr]

I'm doing the same thing. They also technically need an ethernet cable, but those are just everywhere. Tell them to unplug one from one of their desktop computers in the office if they don't have one available

Anyone making a running list of the adapters the service tech needs? I'm buying these, and leaving them on the front seat when I take my car in on Monday. Whatever they don't use, i'll return.


Trendnet USB to Ethernet:
https://www.amazon.com/TRENDnet-Ethernet-Network-Compatible-TU2-ET100/dp/B00007IFED?th=1#

Male-to-male USB 2.0 A cord (10 feet)
https://www.amazon.com/gp/product/B003L14VLY/ref=ox_sc_act_title_2?smid=ATVPDKIKX0DER&th=1

USB 2.0 A Female to USB B Mini 5 Pin Female Adapter Converter
https://www.amazon.com/gp/product/B015ORX70S/ref=ox_sc_act_title_3?smid=ADQJP9NWIFYM2&psc=1

What else do they need?

Thank you for posting this. I am scheduled for April 11th and ordered these for delivery later this week. After reading a few horror stories on the threads about dealers not having these - its a small price to pay for (hopeful) success!

 

[Jonrd2000]

This is my nightmare. Dropped mine off at 7:30AM today (EST). I haven't heard anything yet, and will report back what happens when I do.

My nightmare is confirmed. I just called my dealer to confirm, and they said they don’t have the cables. My appointment was for tomorrow but is now pushed back a week. The service manager said the shop foreman was ‘amazed’ that I knew all this detail.

 

[DaveQ]

I am in dealer software update hell still after 1 week! They claim all updates are done except IPC. Yet I see APIM and IPC. They said that they have sent an email to the Ford hotline. I keep asking them if they have done TSB 22-2117 with no response. I told them to fix the automatic updates button not staying on and schedule updates not working. Not sure why they are avoiding APIM, unless they don't have the adapters. Oh well, I'll just keep driving this ICE SUV provided by Ford. I guess I just need to let them figure it out.

 

[DaveQ]

My nightmare is confirmed. I just called my dealer to confirm, and they said they don’t have the cables. My appointment was for tomorrow but is now pushed back a week. The service manager said the shop foreman was ‘amazed’ that I knew all this detail.

Service guy said that I knew way more than they did!

 

[TheCount2]

Has anyone had this done successfully at Verner Cadby Ford in Fairfield NJ? My appointment is next week.

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