Mach E Stopped Updating Info to the Cloud

[rugedraw]

Oh crikey. I definitely used to have YouTube and Karaoke. It’s a 2025, so it came with them.

without those, what’s the best way to show them that connectivity still isn’t working?

I really appreciate your help!!

I am not sure. It is possible that those apps are not showing due to the lack of connectivity. I know that if you don't have an active Bluecruise subscription, then the options for lane change assist etc do not appear in the cruise control settings, so maybe this is similar.

It should not be difficult for them to see connectivity is not working; or at least not working correctly. All they have to do is run the VIN through the PTS website and they will see they cannot access any connected data. Unless, you have data sharing to Ford completely turned off, I should be able to see something.

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[Front Iron]

I read through this post, maybe i missed something. But the OP’s latest pics clearly show that the car isn’t connected, because the connected services icon is missing.

See this thread - middle icon, called connected services.

https://www.macheforum.com/site/threads/help-in-explaining-these-icons.27351/

I had the exact same problem, resulting in all sorts of disconnections (though i don’t recall if i was missing YouTube and other apps.

https://www.macheforum.com/site/threads/2025-premium-data-sharing-stopped-after-ota.52985/

OP - have you asked the dealer specifically about that icon? As i note in my thread, i have no idea what they did, but it randomly started working again.

 

[NewGuy]

I read through this post, maybe i missed something. But the OP’s latest pics clearly show that the car isn’t connected, because the connected services icon is missing.

See this thread - middle icon, called connected services.

https://www.macheforum.com/site/threads/help-in-explaining-these-icons.27351/

I had the exact same problem, resulting in all sorts of disconnections (though i don’t recall if i was missing YouTube and other apps.

https://www.macheforum.com/site/threads/2025-premium-data-sharing-stopped-after-ota.52985/

OP - have you asked the dealer specifically about that icon? As i note in my thread, i have no idea what they did, but it randomly started working again.

I am not sure. It is possible that those apps are not showing due to the lack of connectivity. I know that if you don't have an active Bluecruise subscription, then the options for lane change assist etc do not appear in the cruise control settings, so maybe this is similar.

It should not be difficult for them to see connectivity is not working; or at least not working correctly. All they have to do is run the VIN through the PTS website and they will see they cannot access any connected data. Unless, you have data sharing to Ford completely turned off, I should be able to see something.

I went to the dealer today. I mentioned that they should be able to see in PTS that they can’t access connected data. They asked me what PTS is.

I went into the car and verified that YouTube and karaoke apps are missing. I tried the Public Charging app, which I think requires connectivity, and it doesn’t work, eventually throwing a “no internet” code. The Alexa app doesn’t work, saying there’s no connection. If I go into settings for connectivity it has the QR code to set it up. Scanning that takes me to my ford account which says it’s already set up. I showed them all of this.

It’s clear there’s no connectivity, but they are saying Ford engineers were able to ping the car so there is connectivity. Doesn’t make sense to me.

While I was there looked up my VIN (is this PTS??), and said it received two updates this morning, so it must be connected. Though looking at it now there’s nothing indicating the updates were completed, so I imagine these will just time out like the others.

He also scanned for codes, which I’ll paste below, as well as the full notes from the visit.

Story: 11500 VERIFIED CONCERN, CONNECTIVITY SETTINGS UNAVAILABLE, FORDPASS INOP. CHECKED FOR APPLICABLE SERVICE ARTICLES. NONE FOUND. CHECKED FOR DCS IN TCU. ON DEMAND TEST COULD NOT BE COMPLETED. CHECKED FOR DCS IN GWM.


ETHERNET FAILURE WITH TCU: NO SUB TYPE. CHECKED FOR SOFTWARE UPDATES TO GWM, TCU, APIM, AND IPC. NO UPDATES AVAILABLE. PERFORMED PMI ON TCU. CONCERN STILL PRESENT.


PERFORMED HARDWARE TEST ON TCU. NO ISSUE FOUND. PERFORMED MODULE PROVISIONING ON TCU. NOTED dBm STUCK AT O. COULD NOT BE COMPLETED. PERFORMED PINPOINT TEST B IN WSM 418-00. B1, CHECK NETWORK CONNECTION. TCU PASSES NETWORK TEST, GO TO B2.


B2, CHECK FOR DCS. NO DTCS IN TCU. GO TO B3. B3, RESET MODULE IN QUESTION. RESET TCU BY PERFORMING PMI AND DEPOWERING MODULE FOR 2 MINUTES. AUTHMODE INDICATES PROVISIONAL MODE. NO, GO TO B4. B4, RECHECK FOR DTCS.


U2402:00 IN GWM. GO TO B5. B5, CHECK FOR UPDATED SOFTWARE.


GWM AND TCU UP TO LATEST LEVEL, GO TO B6. B6, CHECK THE ETHERNET CIRCUIT FOR AN OPEN. DISCONNECTED GWM C2431CC AND TCU C4803B. GWM-1 TO TCU-1, 0.9 OHMS, GWM-2 TO TCU-2, 1.1


OHMS. YES, GO TO B7. B7, CHECK ETHERNET CIRCUIT FOR SHORT TO GROUND. TCU-1 TO GROUND, OL. TCU-2 TO GROUND, OL. YES, GO TO B8. B8, CHECK ETHERNET CIRCUIT FOR SHORT TOGETHER. TCU-1 TO TCU-2 OL. YES, GO TO B9. B9, CHECK ETHERNET CABLE FOR SHORT TO VOLTAGE. TCU-1 TO GROUND OV. TCU-2 TO GROUND OV. NO, GO TO B11. B11, CHECK FOR CORRECT TCU OPERATION

 

[Gimme_my_MME]

Having that U3000:49 is actually going to be what finally gets them over the finish line here

 

[rugedraw]

They asked me what PTS is.

While I was there looked up my VIN (is this PTS??)

Lmao@what is PTS and then they run your VIN in PTS 5 minutes later. They may know it as OASIS and not PTS, so I'll give them a pass.

Those OTA's are sitting in your queue and not installing due to the lack of connectivity. Eventually, they will say "campaign has expired" like all the other failed OTA's before it. You did not "receive" any updates......they are trying to send you some and cannot.

Successful OTA's look like this in PTS:

Be patient. They'll figure it out.

 

[NewGuy]

Lmao@what is PTS and then they run your VIN in PTS 5 minutes later. They may know it as OASIS and not PTS, so I'll give them a pass.

Those OTA's are sitting in your queue and not installing due to the lack of connectivity. Eventually, they will say "campaign has expired" like all the other failed OTA's before it. You did not "receive" any updates......they are trying to send you some and cannot.

Successful OTA's look like this in PTS:

Be patient. They'll figure it out.

Thank you; here’s hoping. More to come next week!

 

[NewGuy]

Well after 25 days I got my car back on Friday. All seems to be working well! Big thanks to @rugedraw who knew more about what was going on than my own dealer.

Very frustrated at how Ford handled it on their end. They only approving a ford loaner car at $40 a day. I spent hours and hours calling car rental offices to try to find a Ford and no one had any, leaving us down a car for almost a month. On Monday I’ll try to get Ford to prorate my lease payment, credit my connected services which didn’t work for over three months, and reimburse my gas money.

 

[Space_Pony]

Well after 25 days I got my car back on Friday. All seems to be working well! Big thanks to @rugedraw who knew more about what was going on than my own dealer.

Very frustrated at how Ford handled it on their end. They only approving a ford loaner car at $40 a day. I spent hours and hours calling car rental offices to try to find a Ford and no one had any, leaving us down a car for almost a month. On Monday I’ll try to get Ford to prorate my lease payment, credit my connected services which didn’t work for over three months, and reimburse my gas money.

What did the cost wind up being?

 

[NewGuy]

What did the cost wind up being?

It’s under warranty. $0.

 

[Front Iron]

What did they diagnose as the problem, and how did they resolve?

 

[rugedraw]

What did they diagnose as the problem, and how did they resolve?

It was a failed TCU. The replaced the modem.

 

[Front Iron]

Interesting, thank you. So similar symptoms, but different potential problems (root causes) and solutions across the board. I’ve been tracking these symptoms for a couple of months across the various boards, and it seems like there are:

Symptoms like: 1) Cannot connect to app; 2) Cannot connect to specific services in the car; 3) Connected services Icon not showing up; 4) Connected services toggle not working

Solutions like: a) Unplug 12v; b) Unplug a fuse; c) Soft reset app or Sync; d) Take it to the dealer, resulting in i) Replace TCU or ii) “magically” started working again.

Wish we could get some better clarity into root causes here. Glad it worked out in any event, for all involved.

 

[rugedraw]

Interesting, thank you. So similar symptoms, but different potential problems (root causes) and solutions across the board. I’ve been tracking these symptoms for a couple of months across the various boards, and it seems like there are:

Symptoms like: 1) Cannot connect to app; 2) Cannot connect to specific services in the car; 3) Connected services Icon not showing up; 4) Connected services toggle not working

Solutions like: a) Unplug 12v; b) Unplug a fuse; c) Soft reset app or Sync; d) Take it to the dealer, resulting in i) Replace TCU or ii) “magically” started working again.

Wish we could get some better clarity into root causes here. Glad it worked out in any event, for all involved.

There is a known issue for 2025 model years in particular where the TCU takes a crap. Unplugging the 12v battery for 20 minutes does all of the above and (FWIW) is what I recommend people do. If you pull the fuse for the TCU and reboot the APIM, but it's the GWM that's hung up causing issues, then you accomplish nothing. The battery pull will properly reset all modules in one shot.

 

[DavidCBel]

Hi all,

From Belgium, with new Mach E from last September.
Same connectivity-GPS-and all issues as mentioned here occurred end of November.

The dealer checked and said the TCU was "probably" the rootcause and needed to be replaced.

BUT, three weeks ago, I would say around Feb 13, my whole system came back, GPS, connectivity, everything worked like a charm.

Unfortunately, more or less one week later, stuck again, nothing works, no more GPS nor connectivity. I was on holidays and did not start the car during one week.

If the module was broken, I wouldn't have this week where everything was ok, or am I mistaken??

Now, Dealer is waiting for the part (since December), keeps saying it's back order, and can't give me any date to get my car fixed...

I don't know what to think about all this. Let's hope the new TCU will fix definitely the problem.
If.... it's really the TCU that is the rootcause ;-)

I'll keep you informed... and if you have any idea or suggestion, feel free to share.

have a nice day,
David

 

[cdo58]

Hi all,

From Belgium, with new Mach E from last September.
Same connectivity-GPS-and all issues as mentioned here occurred end of November.

The dealer checked and said the TCU was "probably" the rootcause and needed to be replaced.

BUT, three weeks ago, I would say around Feb 13, my whole system came back, GPS, connectivity, everything worked like a charm.

Unfortunately, more or less one week later, stuck again, nothing works, no more GPS nor connectivity. I was on holidays and did not start the car during one week.

If the module was broken, I wouldn't have this week where everything was ok, or am I mistaken??

Now, Dealer is waiting for the part (since December), keeps saying it's back order, and can't give me any date to get my car fixed...

I don't know what to think about all this. Let's hope the new TCU will fix definitely the problem.
If.... it's really the TCU that is the rootcause ;-)

I'll keep you informed... and if you have any idea or suggestion, feel free to share.

have a nice day,
David

I had the same issue with the same symptoms. 2025 Premium purchased in late July. After waiting a month for the backordered TCU it was replaced and has been solid since.

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