Ford Sync System Updates/Fleet Mode

[MountainAlive]

Just sent you a message with the VIN

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[rugedraw]

Just sent you a message with the VIN

Your truck's modem is in fleet mode. You actually have TCU update 6.4.0 sitting in your queue right now, but your truck can't talk to the mothership to accept it. You need to take it to the dealer to have them properly activate the modem and put it in retail mode instead of fleet.

The OTA trigger for 6.4.0 expires on 4/23 at 10:10am eastern time. If you can get the modem activated before then, it should have a chance to install. Otherwise, the OTA trigger will time out and you will have to wait for it to be resent to you again; no way of knowing when that will be.

 

[MountainAlive]

Thanks for confirming this!! What is this screen you shared? Some kind of dealer tool? I'll try this route with my dealer again, but last time they said it was "fleet" and only I could undo this by calling Ford. And when I called Ford they said they don't see it as a fleet vehicle on their end. As for the OTA trigger time out - is there a way a dealer can do this update for me manually if I miss this April 23rd date?

 

[rugedraw]

Thanks for confirming this!! What is this screen you shared? Some kind of dealer tool? I'll try this route with my dealer again, but last time they said it was "fleet" and only I could undo this by calling Ford. And when I called Ford they said they don't see it as a fleet vehicle on their end. As for the OTA trigger time out - is there a way a dealer can do this update for me manually if I miss this April 23rd date?

Well, if they can't see that it is in fleet mode on their side, then they need to get their eyeballs checked, because this is painfully obvious in PTS which they have access to. PTS is a website Ford and dealers use to pull certain info on vehicles and this is one of them. I will send you a screenshot showing the VIN so you can have something to show them, but they have the same access I do.

Yes, the dealer can apply the update, but that does not mean they will because Ford does not pay them to perform module updates even if the vehicle has warranty. In this case, they may (or may not do it) due to the issue at hand. It doesn't hurt to ask.

Stand by. I'm trying to see if there's anything that can be done to fix it without you going to the dealer. Very unlikely, but give me a bit.

 

[MountainAlive]

Ok maybe it’s a situation where Ford commercial services no longer has my VIN as being a member of a fleet anymore but my modem itself is still showing as ”fleet authorized”. Ford reps on the phone also said the modem is unresponsive and they haven’t heard from it since January. So I don’t know. It seems the dealer might be the only one who can reprogram the modem somehow.

 

[RGLightning]

Resuming this thread a bit. I recently bought my Lightning last month and I have not been able to activate FordPass. It’s been a journey of back and forth between the dealer and various Ford support people I’ve talked to. I’ll try the email address and the phone numbers listed in this thread to see if they can help.
When I look at my screen for “connectivity” and then under “connected vehicle features” it says “telematics” and the toggle switch is on and it has a lock icon on it. The trouble is that Ford support is telling me the modem hasn’t been heard from at all in a couple months. And when I brought it to the dealer shop they said its fleet locked and only I can request that be removed. Ford support is saying only the dealer can reset the modem. I’m stuck in the middle.
I wonder if my truck was in fleet mode at one time, then the modem stopped communicating, and now it’s “stuck” in this fleet mode state. Anyways it’s super frustrating and I’ve tried the battery terminal pull and the fuse pull and neither worked.
I guess it’s back to the dealer again sigh.

I dealt with this issue for months!! I had to keep pressing the issue with Ford Pass and Ford Fleet. There was a thread on here that helped me navigate through the prompts. Good luck and keep pressing the issue. You may have to call more than once. Also, the dealer couldn’t help me.

 

[MountainAlive]

Yeah I have a feeling this isn't going to be resolved quickly after my numerous calls with Ford and my 5 days of the dealership holding my truck trying to figure out what do to, only to say Ford has to fix this on their end. I'm completely stuck in the middle. I just emailed that FCS1@ford.com email address with my issue and supporting documents as was noted earlier in this thread. I have no idea if that will help or not but I sure hope so. Whatever scenario causes this issue, it seems to be a real black hole situation that no one easily knows how to resolve. Meanwhile I can't use FordPass and my truck can't receive OTA updates.

 

[MountainAlive]

This is the latest update I received when emailing the support group referenced in this thread. It’s been a few days and I’m still waiting for an update since April 19th:

“I am pleased to assist you with this matter today. Upon further investigation, VIN [removed the VIN here] is currently within a Ford Lot Management account and a ticket is already in progress to release it from the account. Our support team has provided the following feedback concerning this ticket:

VIN [removed VIN] is currently in the process of unenrolling from Ford Lot Management. Please key on the vehicle and take it on a short drive within a good coverage area to assist in the unenrollment process of the vehicle.

Should you require further assistance, please do not hesitate to contact us via email at fcs1@ford.com or by calling us at 1-833-327-3673.”

 

[MountainAlive]

I dealt with this issue for months!! I had to keep pressing the issue with Ford Pass and Ford Fleet. There was a thread on here that helped me navigate through the prompts. Good luck and keep pressing the issue. You may have to call more than once. Also, the dealer couldn’t help me.

Thanks for the encouragement on this. So in the end this was solved without having to have a technician touch the truck in your case?

 

[RGLightning]

Yes, eventually Ford had to take it off Fleet Mode which wouldn’t allow for the updates.

 

[MountainAlive]

Update: fleet mode issue still not resolved. Ford keeps emailing me to try starting the truck and driving it around. Restarting it to check the settings and it still says “telematics” and the toggle is still locked. This must be the 3rd or 4th time they’ve had me try this. It really sux.

 

[Daveo]

@MountainAlive
Has your issue been resolved? I am in the exact same situation with a 2023 Lightning I purchased this past weekend. I also recieved the same message from Ford Support you posted above. One strange thing I see is that the Connected Vehicle Features menu under Connectivity throws a "menu not available" error when I try to open it. Did your do that as well?

 

[MountainAlive]

Unfortunately I’m still having the same issue. Ford fleet services finally confirmed with me yesterday (after about 27 emails with them) that they have been sending “feet unenroll” signals to my truck but my TCU (modem) is simply unresponsive and they haven’t heard anything from my truck since January. They advised I now go back to the dealer to likely replace my TCU. I setup a dealership appointment for June 3rd for this. I asked the dealer if they could just order the part now so it’s ready for June 3rd, but no they said they need to diagnose it at the shop first. Incredibly maddening experience up to this point. I seriously hope I get a new TCU and it finally fixes this. To answer your question, I don’t get that same error as you. I can open that drop down menu but then it says “Telematics” and the toggle switch to turn it off/on has a lock icon on it and I can’t move it. Which I’ve learned is the telltale way to know your truck is under fleet control.

 

[rugedraw]

@MountainAlive
Has your issue been resolved? I am in the exact same situation with a 2023 Lightning I purchased this past weekend. I also recieved the same message from Ford Support you posted above. One strange thing I see is that the Connected Vehicle Features menu under Connectivity throws a "menu not available" error when I try to open it. Did your do that as well?

VIN?

 

[Daveo]

Unfortunately I’m still having the same issue. Ford fleet services finally confirmed with me yesterday (after about 27 emails with them) that they have been sending “feet unenroll” signals to my truck but my TCU (modem) is simply unresponsive and they haven’t heard anything from my truck since January. They advised I now go back to the dealer to likely replace my TCU. I setup a dealership appointment for June 3rd for this. I asked the dealer if they could just order the part now so it’s ready for June 3rd, but no they said they need to diagnose it at the shop first. Incredibly maddening experience up to this point. I seriously hope I get a new TCU and it finally fixes this. To answer your question, I don’t get that same error as you. I can open that drop down menu but then it says “Telematics” and the toggle switch to turn it off/on has a lock icon on it and I can’t move it. Which I’ve learned is the telltale way to know your truck is under fleet control.

That really sucks. I'm not sure if it was rudedraw checking my VIN or Ford Support finally coming through, but I got a pop up message today while driving home that telemetry was turned on. When I check the Connected Vehincle menu it was all working. Tried connecting FordPass and it worked.

I hope Ford is able to resolve your issue soon. I was getting frustrated in just the few days it wasn't working for me. I'd be crazy frustrated after all the time you've waited. Good luck.

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