SSM 50862 - Blank/Inoperative Information And Entertainment Screen

[Mach-Lee]

SSM 50862 - 2021-2022 Mustang Mach-E - Blank/Inoperative Information And Entertainment Screen - DTC B108E:01

Some 2021-2022 Mustang Mach-E vehicles may experience a blank or inoperative information and entertainment screen with an accessory protocol interface module (APIM) diagnostic trouble code (DTC) B108E:01 present. A touch-beep may be heard when pressing the touchscreen in screen region where a soft button is expected to be displayed even though nothing is displayed on the touchscreen. To correct this condition, follow the Workshop Manual Section 415-00 to replace the 15.5 inch display. For claiming, use base part # 10D885 and the applicable labor operations of Section 10 of the Service Labor Time Standards (SLTS) Manual.

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[Rabidsquirrel22]

Wow you have to replace the whole display to fix this?! I can’t believe it’s not a software update.

Well at least I can finally take my car in to get this fixed.

 

[jaydee]

Thanks for posting this -

A week ago, when starting a software update the tech encountered this blank screen, and pulled this exact code. Doing the software update reset the computer and the screen, so the tech closed the case.

My blank screen issues continued past the software update, so the car is back in the shop being diagnosed. I'll be calling tomorrow with this notice info.

 

[Mach-Lee]

Thanks for posting this -

A week ago, when starting a software update the tech encountered this blank screen, and pulled this exact code. Doing the software update reset the computer and the screen, so the tech closed the case.

My blank screen issues continued past the software update, so the car is back in the shop being diagnosed. I'll be calling tomorrow with this notice info.

This is looking like an intermittent problem, I've seen several reports where it goes in and out from day to day. Probably good to emphasize to the dealer that it's an intermittent issue that will come back if you notice that pattern.

Here's another tip, when the screen goes out shine a very bright flashlight on the display and see if you can still see the icons and buttons. From experience displays with bad backlights can still be read with a bright flashlight and will otherwise function normally.

 

[JohnFoxeSheets]

This is looking like an intermittent problem, I've seen several reports where it goes in and out from day to day. Probably good to emphasize to the dealer that it's an intermittent issue that will come back if you notice that pattern.

Here's another tip, when the screen goes out shine a very bright flashlight on the display and see if you can still see the icons and buttons. From experience displays with bad backlights can still be read with a bright flashlight and will otherwise function normally.

Am I correct in understanding that this is different from a screen that becomes unresponsive or reboots while driving? I've had one each of those on my '22 GT. The former was a few weeks ago and I was able to reset it using the steering wheel button presses. The latter was yesterday and the screen rebooted as if I had just powered up the car - all while driving at 70 MPH on I-280... I've not scanned for any DTCs, but can if needed.

 

[Mach-Lee]

Am I correct in understanding that this is different from a screen that becomes unresponsive or reboots while driving? I've had one each of those on my '22 GT. The former was a few weeks ago and I was able to reset it using the steering wheel button presses. The latter was yesterday and the screen rebooted as if I had just powered up the car - all while driving at 70 MPH on I-280... I've not scanned for any DTCs, but can if needed.

Yes, that would be a software issue, this SSM seems to reference a hardware issue where the screen backlight does not function. The screen remains responsive to touch presses with the hardware issue. Resetting SYNC may power cycle the display and cause the backlight to work again temporarily.

 

[JohnFoxeSheets]

Yes, that would be a software issue, this SSM seems to referencing a hardware issue where the screen backlight does not function. The screen remains responsive to touch presses with the hardware issue. Resetting SYNC may power cycle the display and cause the backlight to work again temporarily.

Thanks ?

 

[jaydee]

This is looking like an intermittent problem, I've seen several reports where it goes in and out from day to day. Probably good to emphasize to the dealer that it's an intermittent issue that will come back if you notice that pattern.

Here's another tip, when the screen goes out shine a very bright flashlight on the display and see if you can still see the icons and buttons. From experience displays with bad backlights can still be read with a bright flashlight and will otherwise function normally.

Yes - I'll cross-reference the thread I added to about this, and also summarize my issue here in case it might help others.

BTW, I never tried the flashlight trick, but I would definitely notice the backlight turning off and then back on as part of the reset cycle. Lately, even after the backlight turning back on the screen remained black (OK, backlit black) if I let go of the reset buttons. (see note below)

My symptoms:

- Intermittent issue that started happening soon after purchase (Oct 21). I estimate ~10% of startups of the car would result in a black main screen.

- Sync reset (steering wheel volume down, track forward button) brings it back

- It became more frequent, recently happening 8/10 startups over one weekend. Also it would take several "reset cycles" (a longer time holding down the reset buttons, while the backlight of the screen would cycle off and on repeatedly). vs. just one reset 'cycle' initially. I could only get the reset to 'take' by continuing to hold the reset buttons until the animation would display.

Here's the thread I found with others that have this problem (and I posted to):

https://www.macheforum.com/site/threads/brand-new-mach-e-with-dead-touchscreen.17498/

 

[rolltide]

I ran into this issue today and contacted my dealer

 

[robs]

It actually appears to be the opposite problem for me. The back light works fine. The back light turning off is actually how I know I rebooted it correctly. I can see it turn off and on again. So it's like the screen turns on, but the SOC doesn't? That's my experience with this.

This is looking like an intermittent problem, I've seen several reports where it goes in and out from day to day. Probably good to emphasize to the dealer that it's an intermittent issue that will come back if you notice that pattern.

Here's another tip, when the screen goes out shine a very bright flashlight on the display and see if you can still see the icons and buttons. From experience displays with bad backlights can still be read with a bright flashlight and will otherwise function normally.

 

[Mach1E]

Got my car back from the dealership today for multiple bugs. One of which was the screen lagging and one time I got a volume control fault error.

They gave me a copy of this ssm and said the screen is on back order.

Does this sound correct? Will replacing the screen make it respond more quickly? I would have thought it’s a software issue. If it’s the same hardware, I don’t want to bother replacing it since the volume control fault happened 1x in 9 months and never again.

 

[Logal727]

Got my car back from the dealership today for multiple bugs. One of which was the screen lagging and one time I got a volume control fault error.

They gave me a copy of this ssm and said the screen is on back order.

Does this sound correct? Will replacing the screen make it respond more quickly? I would have thought it’s a software issue. If it’s the same hardware, I don’t want to bother replacing it since the volume control fault happened 1x in 9 months and never again.

How bad is it lagging? A little bit is normal for this car, especially when it first starts up

 

[Mach-Lee]

Got my car back from the dealership today for multiple bugs. One of which was the screen lagging and one time I got a volume control fault error.

They gave me a copy of this ssm and said the screen is on back order.

Does this sound correct? Will replacing the screen make it respond more quickly? I would have thought it’s a software issue. If it’s the same hardware, I don’t want to bother replacing it since the volume control fault happened 1x in 9 months and never again.

If stuff shows up on the screen normally it doesn't have to be replaced. Lagging is the software and it's somewhat normal to have to wait 30-60 seconds after starting the car to do things. But if you get another volume control fault then I'd replace it, otherwise no.

 

[Mach1E]

How bad is it lagging? A little bit is normal for this car, especially when it first starts up

Depends. Sometimes 30 seconds, sometimes a few minutes into the drive before everything shows up on the screen.

My cell phone and home computer respond instantly. My old car (2015) touch screen display worked almost instantly.

I want/expect that. But again, if they haven’t changed the hardware (more Ram or something) I don’t expect a replacement to fix it.

 

[Logal727]

Depends. Sometimes 30 seconds, sometimes a few minutes into the drive before everything shows up on the screen.

My cell phone and home computer respond instantly. My old car (2015) touch screen display worked almost instantly.

I want/expect that. But again, if they haven’t changed the hardware (more Ram or something) I don’t expect a replacement to fix it.

30 seconds is normal if it’s a cold boot, more than a few minutes, I haven’t seen that. Sometimes it’s up and running before I get my seatbelt on.

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