Updates stuck and dealer wont help

[Neablis]

I havent had a update since 4.2.6 back in August last year. I have brought it in twice in that time for this (+ the HVJB recall).


August 2023: Updates stop, every time i try to run them says Update failed, will try again. Every day.

December 2023: i brought it in just for this, and they do a couple hour diagnostic check saying it was just a low voltage 12v, do the drive around and try again (this is after 5 months of driving with no updates).

February 2024: Spent like 2-3h with ford OTA update team debugging this and they said i have a module is refusing to update (some module that has to do with the 12v) and its a known issue, bring it to dealer to fix.

March 2024: Have to bring it in for HVJB recall anyways, when i get there, i VERY clearly explain that its been stuck and what ford said needs to be done to fix updates. She makes a special note saying it will be done. Return next week, and its not fixed, they said they didnt know i asked them to fix updates, they keep it a few more days. When i call (cause im getting total silence) they say real busy, they will get to it. They call and say its done a day later, but this is new person, i ask them to confirm and they said oh they thought the HJVB recall is done, they didnt do the updates. I demand they do the updates. I call a day later and they said they saw 12v battery warnings so replace the batter and did a few updates to see if its still stuck, and those went through (They said they didnt have time to update it all the way with all the other cars that need work)

I come get the car, its still on same 4.2.6. At this point i just decide to bring it home rather than make a scene, and of course last 2 days its failed again every night when its spose to update.

Come Monday ill be calling the senior manager at the dealership to complain that they fed me some lies to get me to leave, but im not sure how to get this fixed. Next ford dealership is pretty far away, and they wont do shuttle service. Ill try to contact ford proper to complain, but my guess is they will just tell me to find another dealership. I really dont want to spend the money to get that software to do the update myself. Any other options?

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[BMT1071]

Have you posted in the FDRS thread to see where your car is currently? An FDRS update will not change the OTA version displayed on the software updates page on the SYNC screen.

 

[ack154]

I'm not sure if you'll actually get anywhere but you probably at least need a discussion with the service manager. If you had/provided specific instructions from Ford and know that they added them to your work order and they were not done - that's an obvious failure from their advisors/techs.

I call a day later and they said they saw 12v battery warnings so replace the battery

This.... this is some of the shit that bothers with with shitty techs. Rather than see what the messages mean and hook it up and let the car tell you the actual issue, they just do a thing and hope that fixes it without even confirming the specific problem that started it.

I'm sure it'll be a total PITA - but you're probably going to be better off trying any other dealer. I drive about 45 min to an hour to one because I don't trust the others that are closer to give any shits about EVs (three different ones within probably 30 minutes one direction or another).

 

[Neablis]

Have you posted in the FDRS thread to see where your car is currently? An FDRS update will not change the OTA version displayed on the software updates page on the SYNC screen.

I havent, could you say more? Ive only really seen whats on the update details page when sitting in the car. Im really not sure what others way to check current state of update.

 

[BMT1071]

I havent, could you say more? Ive only really seen whats on the update details page when sitting in the car. Im really not sure what others way to check current state of update.

See this thread for details:
https://www.macheforum.com/site/thr...are-willing-to-look-up-info-for-others.10230/

 

[RyZt]

I havent, could you say more? Ive only really seen whats on the update details page when sitting in the car. Im really not sure what others way to check current state of update.

Dealers can’t do OTAs. What they can do is update software via FDRS. (Hardware cost is $700-1000 if you want to DIY)

FDRS and OTA updates both update modules in the car. When a module has been updated via FDRS, the OTA (for that module) effectively becomes no op. As a result, if your issue was an OTA failing to install for a certain module, but you managed to updated the module that the OTA was supposed to update via FDRS, you will unblock yourself. Eventually, your car will try to install OTA again. This time it will succeed. After that, your car will move on to later OTAs

 

[Neablis]

Dealers can’t do OTAs. What they can do is update software via FDRS. (Hardware cost is $700-1000 if you want to DIY)

FDRS and OTA updates both update modules in the car. When a module has been updated via FDRS, the OTA (for that module) effectively becomes no op. As a result, if your issue was an OTA failing to install for a certain module, but you managed to updated the module that the OTA was supposed to update via FDRS, you will unblock yourself. Eventually, your car will try to install OTA again. This time it will succeed. After that, your car will move on to later OTAs

Thanks, this might explain a little of the confusion i had when talking to them. I did give it a few days now and its still errored every night at the update time (1am) and a few other times i manually kicked off updates after i got home driving in hopes to get the 12v nicely recharged.

 

[RyZt]

You don’t need any hardware to check current version of modules in your car. The FDRS software requires subscription. Many people in that FDRS thread has the subscription, and are willing to give you that information if you give them your VIN

 

[RyZt]

I did give it a few days now and its still errored every night at the update time (1am) and a few other times i manually kicked off updates after i got home driving in hopes to get the 12v nicely recharged.

it sounds like the dealers didn’t do anything useful. My earlier comment said “(if) you managed to updated the module that the OTA was supposed to update via FDRS”

if I were you, I would
1. Read https://www.macheforum.com/site/threads/how-to-get-failed-otas-to-install.29749/ . In particular, you can see your 12V charge directly on a ford website. You don’t need to guess.
2. Get help in that thread (the FDRS thread)

 

[Neablis]

if I were you, I would
1. Read https://www.macheforum.com/site/threads/how-to-get-failed-otas-to-install.29749/ . In particular, you can see your 12V charge directly on a ford website. You don’t need to guess.

Ya i'm not sure what they did with my car for the week they had it. Ill try to get feedback from the FDRS thread and see if they can help.

Ive gone through the failed OTA steps many times over past 7 months, and worked with fords OTA escalation team. The 12v isn't the issue. Its consistently charged up, but ive done all the long drive/long charge strategies just out of frustration.

 

[EMachE]

I kept having failed attempts until I turned off all 12v in the car so that when it runs the 12 volt status stays up.

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