22S41 Recall Software - Server Deployment Issue

[DevSecOps]

I took the service report from another member who had update completed and showed my service advisor and finally got them to do it today.

It's sad that it has to come down to that.

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[kennethjk]

It's sad that it has to come down to that.

Extremely so. I know it’s getting to be redundant but my first Ford in 30 years and first dealing with a on foreign dealership in as many. Not impressed And confirms my fears when buying the car which I like.

 

[agoldman]

We can see in FDRS if the recall modules have been updated. That system is restored. Dealers have many more tools than we do. I don't think there's a lack of dealers knowing.

Then why is my Vin not showing needing the recalls at the dealer system if it failed Saturday? Something doesn't make sense.

 

[DevSecOps]

Then why is my Vin not showing needing the recalls at the dealer system if it failed Saturday? Something doesn't make sense.

Ok first of all I'm lost trying to keep track of everyone's individual problems. So excuse me if I'm repeating myself.

If the dealer attempted to update you car on Saturday, the updates they installed were likely not the ones for the recall because Ford's servers had issues. It's possible that they filed the paperwork saying it was completed, thinking that it was when in reality it wasn't. We can confirm this with your VIN.

Therefore if the dealer checks the Ford system for recalls it might show cleared because they cleared it. Eventually you'll get it OTA but you can't get the time you spent at the dealer back.

Does that make sense?

 

[bncwhite]

Yes we can see if they did the recall immediately after using a VIN and the tools some of us have.

Sorry, my question wasn’t clear enough. My concern is for the less-informed people. I’ll be reaching out once I get my update because I have Oklahoma City to Galveston round trip coming up Labor Day week and don’t want to find myself stranded because I got the May version.

It’s awesome that we have people on this forum that spend their time helping us nerds learn more about their Mach-E than the average consumer (my mom and in-laws, for example) that signs and drives, but doesn’t nerd out on their fancy electric car, and seek more info from a forum like we do.

This type of consumer is a brand-loyal lifer and wants an electric vehicle, and that’s where their interest stops.

I’m one of those that was raised to be loyal to Ford over Chevy, but I’m a tech nerd too, and was researching to buy a Tesla but stopped when I first heard about a electric mustang being developed. I personally feel like that “Ford vs Chevy” mentality goes out the window when looking for an electric vehicle. Apples to oranges kinda thing. My dad could be rolling in his grave knowing I’m driving an electric Mustang and if so, he can keep rolling! ?

It’s probably moot at this point because most people buying a Mach-E are nerds and/or Mustang lovers. Once production bottlenecks clear and the normal customer walks on to the car lot and stumbles upon a Mach-E and buys it, like my mom could(but wouldn’t, Nissan-loyal, but always wanted a Mustang), how would she know she had the proper update without going online like we do?

The only thing I can think of is she’d just have to TRUST it was done right and not end up stranded midway between Dallas and Houston if the HVBJB failed.

 

[agoldman]

Yes, but is there any point in going back to the dealer next week when I have an appointment? Can they force the recall update? Being that I just got 2.8.2 yesterday, I'm not certain the OTA recall will ever show up either. basically who know what the dealer logged Saturday when it failed, but now they think I don't need it. anyway, thanks for your help!

 

[DevSecOps]

Yes, but is there any point in going back to the dealer next week when I have an appointment? Can they force the recall update? Being that I just got 2.8.2 yesterday, I'm not certain the OTA recall will ever show up either. basically who know what the dealer logged Saturday when it failed, but now they think I don't need it. anyway, thanks for your help!

Yes if the BECM and SOBDMC modules aren't on the recall version they will see that and they can redo it and perform the recall then. Has anyone checked your VIN to see if those updates are available? If you see those two modules needing updates then those would be for the recall as there's nothing new beyond that. Send me your VIN and this can easily be solved in minutes.

@bncwhite yes basically that's correct. There's no way to know unless it's OTA, then you'll get a notification on your phone and in the car

 

[bncwhite]

Thanks @DevSecOps

BTW, does the alert show up in FordPass as available/scheduled before the OTA hits the vehicle?

My Sync version only lets me schedule for 1 day a week right now, so I go out to the car at random times and click through the menu for a manual update check.

 

[Neil4Real]

Sorry, my question wasn’t clear enough. My concern is for the less-informed people. I’ll be reaching out once I get my update because I have Oklahoma City to Galveston round trip coming up Labor Day week and don’t want to find myself stranded because I got the May version.

It’s awesome that we have people on this forum that spend their time helping us nerds learn more about their Mach-E than the average consumer (my mom and in-laws, for example) that signs and drives, but doesn’t nerd out on their fancy electric car, and seek more info from a forum like we do.

This type of consumer is a brand-loyal lifer and wants an electric vehicle, and that’s where their interest stops.

I’m one of those that was raised to be loyal to Ford over Chevy, but I’m a tech nerd too, and was researching to buy a Tesla but stopped when I first heard about a electric mustang being developed. I personally feel like that “Ford vs Chevy” mentality goes out the window when looking for an electric vehicle. Apples to oranges kinda thing. My dad could be rolling in his grave knowing I’m driving an electric Mustang and if so, he can keep rolling! ?

It’s probably moot at this point because most people buying a Mach-E are nerds and/or Mustang lovers. Once production bottlenecks clear and the normal customer walks on to the car lot and stumbles upon a Mach-E and buys it, like my mom could(but wouldn’t, Nissan-loyal, but always wanted a Mustang), how would she know she had the proper update without going online like we do?

The only thing I can think of is she’d just have to TRUST it was done right and not end up stranded midway between Dallas and Houston if the HVBJB failed.

Well, first of all, people only knew to even call their dealers for the recall update EARLY because of this forum. Owner letters haven't arrived or are just arriving, at which point the proper updates are there. So in your situation, they would have been completely fine.

This is just reminding me of when people join beta software programs and then complain of bugs. Obviously the recall software shouldn't have had the server side issue in the first place, but technically, other than vehicles on the sales hold, people shouldn't have even known it was available to get it on cars already purchased, unless they frequent this forum and others.

Of course Ford should have instantly communicated to dealers about the issue and/or been smart and just pulled all the relevant updates from FDRS that could have been misconstrued to be the correct recall updates. OR, better yet, the recall notice to dealers could have just listed the proper software level it needs to be at so dealers could make sure cars were getting the right update.

 

[DevSecOps]

@agoldman -

Now that I have confirmed 100% that you didn't get the recall I understand your predicament with the dealer. The dealer is saying you have the recall because they cleared it without knowing that Ford was experiencing issues. As I told you in a DM, tell them to check the PTS messages and they will be able to verify that the system was down.

Take the list of modules with you and show them that they didn't actually update them because there are still pending updates.

I know it's not easy to convince them of this because they are the "experts" but if you approach it correctly I think it'll work out for you. If not, your only recourse is to wait for the OTA.

 

[bncwhite]

I knew going into buying the Mach-E that it would have the classic first-year headaches and I take my OCD Tylenol to live with them. I’m happy with my car and don’t regret buying it at all, despite what someone could infer the next paragraph. When a risk like this HVBJB issue comes up and I know I have a road trip coming up, that’s when the OCD Tylenol stops working! I don’t want to be part of the 0.5% experiencing it! ?

To make ownership perfect for me, @Ford Motor Company needs to triple-down on getting OTAs out in a timely manner. I know software development takes time and much longer than anticipated. Anyone that does any type of programming job or is married/related to someone that does it will know the planned timeframe can be twice or triple the length in reality. I get it and will remain patient for the day OTA performs efficiently. I’m in that tech space so I understand the complexities of the OTA delays. But like most modern devices, I’d prefer to update my vehicle when I feel it safe to do so without major bugs happening. I turned off auto updates on my phone because FordPass has a track record for bad bugs with every release. I wait a week or two and then update FordPass. I don’t like being QA in Prod. I want manual flexibility for my Mach-E like I have for my phone! Don’t bully me into an update queue and don’t force me to miss an update window of a specified time. I’m still waiting for my first OTA but the systems are built right now in a way that forces me to go to a dealer to get my issues fixed quickly instead of getting the fix OTA. I feel for the EAs. I almost got a FE but the pandemic changed those plans. Dealing with dealerships is very inconvenient to our personal schedules and costly! Make the OTA available to EVERYONE, and those not on automatic update schedules can pull their copy at their convenience. These update queues I’ve read about are a simple indication that the Ford infrastructure needs to invest in updated servers! I’m glad I’m pass the order and production tracking…

Again, super happy with my vehicle. Super happy with this forum, even with the potential trolls that might appear from this post. ? Current OTA performance sucks! ?

 

[EELinneman]

Got my letter today. According to Ford, this is all dealt with if you just enable the OTA. I wish the adults in the room would step up at Ford. Like I said earlier, this likely was known and not disclosed which makes me question their quarterly reporting to the SEC. They still are not admitting the scope of the problem.

 

[Neil4Real]

I knew going into buying the Mach-E that it would have the classic first-year headaches and I take my OCD Tylenol to live with them. I’m happy with my car and don’t regret buying it at all, despite what someone could infer the next paragraph. When a risk like this HVBJB issue comes up and I know I have a road trip coming up, that’s when the OCD Tylenol stops working! I don’t want to be part of the 0.5% experiencing it! ?

To make ownership perfect for me, @Ford Motor Company needs to triple-down on getting OTAs out in a timely manner. I know software development takes time and much longer than anticipated. Anyone that does any type of programming job or is married/related to someone that does it will know the planned timeframe can be twice or triple the length in reality. I get it and will remain patient for the day OTA performs efficiently. I’m in that tech space so I understand the complexities of the OTA delays. But like most modern devices, I’d prefer to update my vehicle when I feel it safe to do so without major bugs happening. I turned off auto updates on my phone because FordPass has a track record for bad bugs with every release. I wait a week or two and then update FordPass. I don’t like being QA in Prod. I want manual flexibility for my Mach-E like I have for my phone! Don’t bully me into an update queue and don’t force me to miss an update window of a specified time. I’m still waiting for my first OTA but the systems are built right now in a way that forces me to go to a dealer to get my issues fixed quickly instead of getting the fix OTA. I feel for the EAs. I almost got a FE but the pandemic changed those plans. Dealing with dealerships is very inconvenient to our personal schedules and costly! Make the OTA available to EVERYONE, and those not on automatic update schedules can pull their copy at their convenience. These update queues I’ve read about are a simple indication that the Ford infrastructure needs to invest in updated servers! I’m glad I’m pass the order and production tracking…

Again, super happy with my vehicle. Super happy with this forum, even with the potential trolls that might appear from this post. ? Current OTA performance sucks! ?

I'm not really sure if you're complaining to complain or what? The OTA update has been timely and is actually ahead of schedule. Ford said they would start deploying it the middle of July but it has been going out for over a week, I believe.

The update queues mean they need to upgrade their servers...? No, it is waiting for the proper circumstance for your CAR to be ready to receive the update. The staged roll out is because problems happen, but you're in the tech space, so you should already know this.

It seems your issue is more a problem of just wanting updates as soon as you hear they're available and wanting it immediately. If that is the case, then yes, you have to go to the dealer or do them yourself, like those of us with this urge.

 

[Neil4Real]

Got my letter today. According to Ford, this is all dealt with if you just enable the OTA. I wish the adults in the room would step up at Ford. Like I said earlier, this likely was known and not disclosed which makes me question their quarterly reporting to the SEC. They still are not admitting the scope of the problem.

It effects basically every car built and that, along with the problem and the cause, have most definitely been disclosed. Ford has already started rolling out the OTA recall.

 

[agoldman]

It seems your issue is more a problem of just wanting updates as soon as you hear they're available and wanting it immediately. If that is the case, then yes, you have to go to the dealer or do them yourself, like those of us with this urge.

It is a little different than that. Before the update there is a high chance of being stranded or even having a tow truck damage your battery pack. It's a little more urgent in all fairness.

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