Failed update, features disabled, stopped communicating

[jayadelson]

My 2023 MME decided to have a seizure a week ago. The last heartbeat to FordPass was at 1:48am on the 23rd.

Since that time, FordPass doesn't work, and none of the communication functions that depend on it work either. In the Connectivity tab, the Connected Services says "Please Wait.." then drops into a blank drawer. Sometimes WiFi will scan, sometimes it won't. My local WiFi shows it's connected, but no traffic.

Support sent me to OTA support, that said it had a pending update, but no resets/reboots fixed it, and it made no sense, so I should bring to a dealer.

The dealer has had it for 2 days and all they can say is, "we don't understand it either." They still have the car.

Has anyone seen this sort of thing before?

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[hybrid2bev]

My 2023 MME decided to have a seizure a week ago. The last heartbeat to FordPass was at 1:48am on the 23rd.

Since that time, FordPass doesn't work, and none of the communication functions that depend on it work either. In the Connectivity tab, the Connected Services says "Please Wait.." then drops into a blank drawer. Sometimes WiFi will scan, sometimes it won't. My local WiFi shows it's connected, but no traffic.

Support sent me to OTA support, that said it had a pending update, but no resets/reboots fixed it, and it made no sense, so I should bring to a dealer.

The dealer has had it for 2 days and all they can say is, "we don't understand it either." They still have the car.

Has anyone seen this sort of thing before?

When I had connectivity issues like that I pulled the 11/12 fuse for 10 minutes to reset the TCU module. That worked for me.

https://www.macheforum.com/site/thr...ped-updating-info-on-my-car.27620/post-631955

 

[Logal727]

When I had connectivity issues like that I pulled the 11/12 fuse for 10 minutes to reset the TCU module. That worked for me.

https://www.macheforum.com/site/thr...ped-updating-info-on-my-car.27620/post-631955

This is the way. Definitely give this a shot before taking to dealer.

 

[jayadelson]

I will definitely give that a try, though the car is already at the dealer. Maybe I'll suggest they do that.

 

[jayadelson]

The dealer says, unfortunately, they tried the reset of the TCU and no luck. Ford Engineering is telling them they need to replace the "Gateway Module," whatever that is. They've ordered a new one.

Should I be concerned?

 

[ChasingCoral]

The dealer says, unfortunately, they tried the reset of the TCU and no luck. Ford Engineering is telling them they need to replace the "Gateway Module," whatever that is. They've ordered a new one.

Should I be concerned?

Nope. That's an easy replacement.

 

[jayadelson]

@Ford Motor Company My only concern here is that the failure happened during an OTA, at least according to the OTA support. If that's true, I'd hate to see anyone brick their gateway module if downloading under the same conditions.

For what it's worth, I'm on SYNC 4 and the version my car came with (I bought my Premium 2023 two weeks ago) was 4.0.23151.

 

[Mach-Lee]

Send me you VIN so I can look at the OTA.

You need to make sure these connectivity settings are turned on. I would verify those are on before you let the dealer replace the GWM. If the menu won't open, keep trying multiple times per day until it eventually works:

GWM should not be replaced for this issue of connected vehicle features not opening. GWM and APIM just need an update.

 

[Jbk]

My 2023 MME decided to have a seizure a week ago. The last heartbeat to FordPass was at 1:48am on the 23rd.

Since that time, FordPass doesn't work, and none of the communication functions that depend on it work either. In the Connectivity tab, the Connected Services says "Please Wait.." then drops into a blank drawer. Sometimes WiFi will scan, sometimes it won't. My local WiFi shows it's connected, but no traffic.

Support sent me to OTA support, that said it had a pending update, but no resets/reboots fixed it, and it made no sense, so I should bring to a dealer.

The dealer has had it for 2 days and all they can say is, "we don't understand it either." They still have the car.

Has anyone seen this sort of thing before?

I’m having the exact same problem, mine started Oct 24th at 1:15pm. Support sent me to OTA who said it was an app problem and sent me back to open a case - the case is still open.

 

[jayadelson]

I’m having the exact same problem, mine started Oct 24th at 1:15pm. Support sent me to OTA who said it was an app problem and sent me back to open a case - the case is still open.

I'm 100% confident it is not an app problem. I'm a recovering network engineer, so I checked to see if the car was even trying to talk to FordPass, and the answer is no. The car was connected to the WiFi SSID, but there were no API calls outbound.

There is something specific to the upgrade path. This is speculation, but I think that updates proceed like patches, or in a prescribed order. If you got the OTA update at the same time I did, and it borked your system, it would probably happen to anyone else at the same software revision processing the same update.

You may want to check this URL:

https://www.ford.com/support/sync-maps-updates/

Enter your VIN and see what revision it thinks you're on. I'm curious if it's similar, which is why I think @Ford Motor Company might want to take a look.

 

[Jbk]

Send me you VIN so I can look at the OTA.

You need to make sure these connectivity settings are turned on. I would verify those are on before you let the dealer replace the GWM. If the menu won't open, keep trying multiple times per day until it eventually works:

GWM should not be replaced for this issue of connected vehicle features not opening. GWM and APIM just need an update.

I’m having the same problem but my “connected vehicle features” won’t open the list. You suggested to keep trying to open it -

I'm 100% confident it is not an app problem. I'm a recovering network engineer, so I checked to see if the car was even trying to talk to FordPass, and the answer is no. The car was connected to the WiFi SSID, but there were no API calls outbound.

There is something specific to the upgrade path. This is speculation, but I think that updates proceed like patches, or in a prescribed order. If you got the OTA update at the same time I did, and it borked your system, it would probably happen to anyone else at the same software revision processing the same update.

You may want to check this URL:

https://www.ford.com/support/sync-maps-updates/

Enter your VIN and see what revision it thinks you're on. I'm curious if it's similar, which is why I think @Ford Motor Company might want to take a look.

VIN3FMTK4SE3PMA67718

SYNC GenerationSYNC 4

SYNC Version4.0.23151

 

[Jbk]

I'm 100% confident it is not an app problem. I'm a recovering network engineer, so I checked to see if the car was even trying to talk to FordPass, and the answer is no. The car was connected to the WiFi SSID, but there were no API calls outbound.

There is something specific to the upgrade path. This is speculation, but I think that updates proceed like patches, or in a prescribed order. If you got the OTA update at the same time I did, and it borked your system, it would probably happen to anyone else at the same software revision processing the same update.

You may want to check this URL:

https://www.ford.com/support/sync-maps-updates/

Enter your VIN and see what revision it thinks you're on. I'm curious if it's similar, which is why I think @Ford Motor Company might want to take a look.

VIN3FMTK4SE3PMA67718

SYNC GenerationSYNC 4

SYNC Version4.0.23151

 

[jayadelson]

Send me you VIN so I can look at the OTA.

You need to make sure these connectivity settings are turned on. I would verify those are on before you let the dealer replace the GWM. If the menu won't open, keep trying multiple times per day until it eventually works:

GWM should not be replaced for this issue of connected vehicle features not opening. GWM and APIM just need an update.

As @Jbk said above, the connectivity drawer will not open.

I'll DM you my VIN number.

 

[hybrid2bev]

As @Jbk said above, the connectivity drawer will not open.

I'll DM you my VIN number.

That issue with the display is supposed to be resolved in OTA 6.2.

 

[jayadelson]

@Mach-Lee FWIW I just tried pulling fuse 11 for 15 minutes to reset the TCU and still the drawer won’t open:

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