Tokens no present

[tronpr]

My Mustang was imported from the United States to Puerto Rico. Now the car doesn't have the authentication tokens and can't receive any updates. The dealership says they can't do anything else. I contacted Ford support and they told me they can't do anything else either. My question is, is there really nothing else I can do to get my car to receive updates?

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[Lackadocious]

Items I found while googling. Wish I had better news for you.

If you purchase a US-spec Mach-E and ship it to Puerto Rico, you will face connectivity issues:

Modem Incompatibility: US-market Mach-Es rely on AT&T-based cellular modems. Because AT&T's network footprint in Puerto Rico differs from the mainland US, the vehicle's built-in modem may fail to connect to local cell towers.

Google the carrier maps in PR and see where AT&T has coverage. Go there and see if you can get your car to see the network and authenticate.

 

[bojesphob]

Another of a myriad of reasons that Puerto Rico should be a state.

 

[tronpr]

Items I found while googling. Wish I had better news for you.

If you purchase a US-spec Mach-E and ship it to Puerto Rico, you will face connectivity issues:

Modem Incompatibility: US-market Mach-Es rely on AT&T-based cellular modems. Because AT&T's network footprint in Puerto Rico differs from the mainland US, the vehicle's built-in modem may fail to connect to local cell towers.

Google the carrier maps in PR and see where AT&T has coverage. Go there and see if you can get your car to see the network and authenticate.

I understand, but in Puerto Rico there's a partner, Liberty, that connects via roaming, and supposedly there shouldn't be any connectivity problems.

 

[tronpr]

[CITA="bojesphob, publicación: 1144174, miembro: 30601"]
Otra de las muchísimas razones por las que Puerto Rico debería ser un estado.
[/CITA]
Yes

 

[Lackadocious]

I understand, but in Puerto Rico there's a partner, Liberty, that connects via roaming, and supposedly there shouldn't be any connectivity problems.

Tag @for

I understand, but in Puerto Rico there's a partner, Liberty, that connects via roaming, and supposedly there shouldn't be any connectivity problems.

Have you done any of the troubleshooting? Pulling the fuses 11, 21 and 22, disconnecting the 12v battery for 10 to 20 mins? I only ask because when I was having an issue getting a token, my modem ended up being bad and it had to be replaced. If that ends up being the case for you. Since you're in Puerto Rico, you'll have to pay for parts and service unless you can find someone to honor a warranty replacement.

 

[tronpr]

[CITA="Lackadocious, publicación: 1144216, miembro: 30040"]
Etiqueta @para

¿Has intentado solucionar el problema? ¿Has quitado los fusibles 11, 21 y 22 y desconectado la batería de 12 V durante 10 a 20 minutos? Lo pregunto porque cuando tuve problemas para obtener un token, mi módem resultó estar dañado y tuve que reemplazarlo. Si te sucede lo mismo, como estás en Puerto Rico, tendrás que pagar las piezas y la mano de obra, a menos que encuentres a alguien que te ofrezca un reemplazo bajo garantía.
[/CITA]

Tag @for

Have you done any of the troubleshooting? Pulling the fuses 11, 21 and 22, disconnecting the 12v battery for 10 to 20 mins? I only ask because when I was having an issue getting a token, my modem ended up being bad and it had to be replaced. If that ends up being the case for you. Since you're in Puerto Rico, you'll have to pay for parts and service unless you can find someone to honor a warranty replacement.

Do I need to remove both the fuses and the battery? I already disconnected the battery for about two hours and the problem persists. It tries to connect, but it says the signals aren't present and the IPPTs fail. The car communicates fine and performs all functions, like turning on the air conditioning remotely and raising and lowering the windows. It shows the battery percentage; I have all the information. The problem is that it can't connect to perform updates.

 

[Lackadocious]

I would try to pull those fuses and reconnect them. You can keep the battery connected. On the infotainment screen, top right where you see the different signal bars. Are they showing the actual bars or is one crossed out showing no signal?

 

[tronpr]

I would try to pull those fuses and reconnect them. You can keep the battery connected. On the infotainment screen, top right where you see the different signal bars. Are they showing the actual bars or is one crossed out showing no signal?

 

[Lackadocious]

Question I forgot to ask, are you connected to WiFi at home? If so, how's the signal strength?

The "ecg status: token not present; received IPPT failure" error indicates your Mustang Mach-E's Gateway Module (ECG) has lost connectivity, causing an over-the-air update or vehicle diagnostics request to abort. It is often a temporary glitch, but it may require a quick system reset.

Let the car sleep: Go for a drive, park, turn the car off, and lock it. The modem may just need an ignition cycle to re-authenticate with the Ford servers.

Pull the modem fuse: If you are comfortable doing so, pull the fuse for the FordPass modem (typically Fuse 11 or a fuse in the passenger footwell, depending on your model year). Wait 10 to 15 minutes, plug the fuse back in, and let the vehicle reconnect.

Restart the FordPass app: Log out of the FordPass app, force-close it on your phone, restart your device, and log back in.

At the end of the day, your car is having issues connecting to the cell network in PR that is affricated with AT&T. Either the signal is too poor or slow that your cars modem drops it or it takes too long and it times out or the modem in the car is bad. I would recommend going somewhere that the signal is really good and test. If there is still issues, I would say the modems bad. Based on the google machine, Ford doesn't honor US warranty in PR so you would be out of pocket for the modem and labor.

 

[tronpr]

Question I forgot to ask, are you connected to WiFi at home? If so, how's the signal strength?

The "ecg status: token not present; received IPPT failure" error indicates your Mustang Mach-E's Gateway Module (ECG) has lost connectivity, causing an over-the-air update or vehicle diagnostics request to abort. It is often a temporary glitch, but it may require a quick system reset.

Let the car sleep: Go for a drive, park, turn the car off, and lock it. The modem may just need an ignition cycle to re-authenticate with the Ford servers.

Pull the modem fuse: If you are comfortable doing so, pull the fuse for the FordPass modem (typically Fuse 11 or a fuse in the passenger footwell, depending on your model year). Wait 10 to 15 minutes, plug the fuse back in, and let the vehicle reconnect.

Restart the FordPass app: Log out of the FordPass app, force-close it on your phone, restart your device, and log back in.

At the end of the day, your car is having issues connecting to the cell network in PR that is affricated with AT&T. Either the signal is too poor or slow that your cars modem drops it or it takes too long and it times out or the modem in the car is bad. I would recommend going somewhere that the signal is really good and test. If there is still issues, I would say the modems bad. Based on the google machine, Ford doesn't honor US warranty in PR so you would be out of pocket for the modem and labor.

The car is connected to the house Wi-Fi; I have a speed of 300 Mbps and it's very close to the router, so it shouldn't be a connection problem. I removed the fuses, disconnected the battery for over an hour, replaced the fuses, reconnected the battery, and the problem persists. apim is also wrong.

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