OTA 1.7.1 Stuck, anyone else have issue updating?

[Bobpies]

Something isn't right. For sure they replaced the APIM; possibly the GWM, too. I see a PMI on both. They updated A BUNCH of updates and FDRS shows no pending updates, but the never did any APIM, GWM, TCU or IPC updates and FDRS isn't showing you have any available, and your car is on Sync 21140 which is very old. Ask your service advisor to send you a picture of the entire "about sync" screen in the touchscreen menu.

great …

won’t be getting any more info until I get the car back this morning.
What is the latest sync version for UK ?

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[Bobpies]

Well I’ve got the car - and there looks like there was updates done - but no QOL updates that I noticed in the rental car are available to me,

 

[rugedraw]

@Bobpies Sorry to be the bearer of bad news, but your car needs some work. They would have needed to open a ticket with engineers as this would have been impossible for them to fix otherwise. Without FDRS, I can't offer you any help. Sync 23291 would be the latest at this time for your car. If you decide to want to take the plunge, lmk. I can add you to the list to borrow one of my cables. I temporarily have 4 Mongoose cables, so it would less than a month before I get to you if I add you to the waiting list now. If you're interested, PM me for more details.

 

[Mike G]

Well I’ve got the car - and there looks like there was updates done - but no QOL updates that I noticed in the rental car are available to me,

I'd call the service advisor and ask them if having all these DTCs is normal:

Notice the APIM "Initial Configuration Not Complete" bit there as well.....

Are they using authorized programming tools to do this?

 

[Bobpies]

I'd call the service advisor and ask them if having all these DTCs is normal:

Notice the APIM "Initial Configuration Not Complete" bit there as well.....

Are they using authorized programming tools to do this?

I can only assume so - it’s a Ford garage - and they have been
Back and forth with Ford on the matter.
But they seem to be wiping their hands clean with “the system says up to date now” - I have pushed back and insisted they figure it out

I’ve also contacted Ford technical for uk and explained the issue

 

[Mike G]

I can only assume so - it’s a Ford garage - and they have been
Back and forth with Ford on the matter.
But they seem to be wiping their hands clean with “the system says up to date now” - I have pushed back and insisted they figure it out

I’ve also contacted Ford technical for uk and explained the issue

Request that they get the FSE involved.

Your car is not up to date and something is blocking newer updates from appearing. This has happened before with others.

 

[Bobpies]

Request that they get the FSE involved.

Your car is not up to date and something is blocking newer updates from appearing. This has happened before with others.

would there be an appropriate forum post I could point them to for reference to similar situation.

 

[theganyo]

Ford has a major issue with managing their software systems. I've received only a sync update since November of last year. I've received none of the OTA updates folks have talked about on this forum. So, I called Ford and talked to someone in their OTA department and they told me they couldn't tell if I was getting updates or if there was an error. They said I will have to go into the dealership to get any information on that! As someone who designed and writes software for a living, this is all quite astonishing to me.

 

[Bobpies]

So
I've since been in touch with the FORD EV customer service team who spoke directly to my dealership to find out what updates were performed already.

They came back with "Everything looks to be updated and ready to receive patches OTA - and we now have to wait for an OTA update to come through"

they also forwarded it on to the OTA team to take a look into.

After a couple more days the OTA team then contacted the dealership and told them this is not the case, even after the fact that they have replaced the corrupted sync module and brought everything up to date, there is a further process required - a "wire flash" that needs to be performed by a FSE directly to the car.

So they are now all organising amongst themselves to arrange a time to bring the car in for that to be done.

I'm glad they seem to be getting to the bottom of it, but what an absolute circus

 

[Mike G]

So
I've since been in touch with the FORD EV customer service team who spoke directly to my dealership to find out what updates were performed already.

They came back with "Everything looks to be updated and ready to receive patches OTA - and we now have to wait for an OTA update to come through"

they also forwarded it on to the OTA team to take a look into.

After a couple more days the OTA team then contacted the dealership and told them this is not the case, even after the fact that they have replaced the corrupted sync module and brought everything up to date, there is a further process required - a "wire flash" that needs to be performed by a FSE directly to the car.

So they are now all organising amongst themselves to arrange a time to bring the car in for that to be done.

I'm glad they seem to be getting to the bottom of it, but what an absolute circus

So what they're going to do is TSB 22-2404. Over here they were having techs do it...but it did require extra USB and network adapters that the dealerships had to buy (from Amazon if you believe it) so that the APIM could be "side loaded" through the USB connection on the left side of the console (underneath the panel).

It's not surprising that they're going to bring in an FSE to do this....it's a PITA and because most techs would never have to do this, they don't get much experience with the process (chicken/egg).

 

[Bobpies]

So what they're going to do is TSB 22-2404. Over here they were having techs do it...but it did require extra USB and network adapters that the dealerships had to buy (from Amazon if you believe it) so that the APIM could be "side loaded" through the USB connection on the left side of the console (underneath the panel).

It's not surprising that they're going to bring in an FSE to do this....it's a PITA and because most techs would never have to do this, they don't get much experience with the process (chicken/egg).

hi Mike any chance you or anyone else can have a look at the logs again.

the car has been back in again. The FSE has been down working at it - they indicated that they replaced a module in the car with an incompatible one at some point.

they ordered the right one but said again it’s incompatible. So have ordered yet again another one.

i can once again see my car on the FordPass app so they’ve fixed something..

Only silver lining is that I’ve been sitting with a Mach e GT whilst they try to fix it all.

 

[Mike G]

hi Mike any chance you or anyone else can have a look at the logs again.

the car has been back in again. The FSE has been down working at it - they indicated that they replaced a module in the car with an incompatible one at some point.

they ordered the right one but said again it’s incompatible. So have ordered yet again another one.

i can once again see my car on the FordPass app so they’ve fixed something..

Only silver lining is that I’ve been sitting with a Mach e GT whilst they try to fix it all.

So the most recent work was on the 18th (according to FDRS) showing they did a powertrain update and then they ran the FDRS tool routine to reset the TCU (telematics modem).

They used FDRS on the 19th but didn't do anything (no programming or diagnostics that I can tell).

You currently show a DSM (drivers seat module) and a BCM (body controller) as the only two updates in your available list, and neither of those would be related to this problem.

And since they've reset your TCU it's now showing as "Not Authorized" so the car isn't reporting it's status to the cloud and no useful info can be gained by checking the connected vehicle tab in PTS until they get your TCU reauthorized (would then show as Retail Authorized). The original TSB procedure came out to repair corrupted data in the GWM, APIM, or TCU...and it looks like in your case they've already replaced the APIM and are now focussing on the TCU.

I'm glad the FSE is involved. The good news for the shop doing the work is they can use the warranty code "OTADMG" to get this paid for under warranty...even on an out of warranty car.

 

[rugedraw]

the car has been back in again. The FSE has been down working at it - they indicated that they replaced a module in the car with an incompatible one at some point.

If/When they day comes that you get tired of this: If you get yourself a Mongoose/FDRS, we can help you fix it.

 

[Bobpies]

So the most recent work was on the 18th (according to FDRS) showing they did a powertrain update and then they ran the FDRS tool routine to reset the TCU (telematics modem).

They used FDRS on the 19th but didn't do anything (no programming or diagnostics that I can tell).

You currently show a DSM (drivers seat module) and a BCM (body controller) as the only two updates in your available list, and neither of those would be related to this problem.

And since they've reset your TCU it's now showing as "Not Authorized" so the car isn't reporting it's status to the cloud and no useful info can be gained by checking the connected vehicle tab in PTS until they get your TCU reauthorized (would then show as Retail Authorized). The original TSB procedure came out to repair corrupted data in the GWM, APIM, or TCU...and it looks like in your case they've already replaced the APIM and are now focussing on the TCU.

I'm glad the FSE is involved. The good news for the shop doing the work is they can use the warranty code "OTADMG" to get this paid for under warranty...even on an out of warranty car.

well - my FordPass app got disconnected so that makes sense.

for now I’ve no idea what they are at. Still sitting with the rental car

ps thanks for the info - if you see anything more done let me know

 

[Bobpies]

well - my FordPass app got disconnected so that makes sense.

for now I’ve no idea what they are at. Still sitting with the rental car

ps thanks for the info - if you see anything more done let me know

so got an update today and they're returning the car - still haven't fixed it.

the FSE reported

"I am waiting on further confirmation from the OTA team investigating the VIN.
the software-level of the vehicle should qualify it for OTA 1.7.1 SYNC update. However, the ECG Hardware(MU5T-14H026-GB) is not listed in the package for OTA 1.7.1

It appears the focus is on the currently installed GWM"

@Mike G

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