efme
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(833) 389-0848
I called after finding the number through the ford chatbot. I wanted to see if they could see anything on their end why I might not be getting the latest OTA updates. They do suggest anyone not getting updates to call them instead of just doing what I was told to do to look into your specific VIN.
My reason for calling was because I had not gotten an update since July when I got the "update improvements" update. This was coincidentally right before I purchased the car and disconnected the previous owner and set myself up. I don't recall doing a fordpass reset so even though fordpass app worked, OTA might have been disconnected this whole time.
This support team is limited in their abilities but is able to see if you are communicating correctly with their Fordpass servers which include, but not limited to, both FordPass app and the OTA update functionality.
The agent was able to see on their end that my vehicle was NOT communicating with the OTA servers so I wouldn't be getting updates since they didn't see my vehicle as connected.
In order to fix this I was instructed to do a fordpass connectivity reset (NOT factory reset; do not do this). This disconnects PAAK and the fordpass app connectivity until you reset it up after the system resets itself. Next, turn on automatic updates, and set a schedule. She told me NOT to chose "no schedule" as this stupidly basically never installs your updates. I set those and after the factory reset, she successfully saw my vehicle as connected and set schedule and was now in the best state to receive updates.
She was specific in saying their system does NOT have visibility in what updates your car still needs. But she is able to see any pending updates (downloaded onto the car and awaiting the scheduled time) or failed pushes if you were already connected to the OTA servers. Since my car was in a disconnected state, she saw no failures since the servers doesn't try or log a "skip" if you're in a disconnected state.
Why not a factory reset? There is some sort of procedure that turns off the fordpass or ota connectivity for 14 days after a factory reset according to her.
Hope this helps others!
I called after finding the number through the ford chatbot. I wanted to see if they could see anything on their end why I might not be getting the latest OTA updates. They do suggest anyone not getting updates to call them instead of just doing what I was told to do to look into your specific VIN.
My reason for calling was because I had not gotten an update since July when I got the "update improvements" update. This was coincidentally right before I purchased the car and disconnected the previous owner and set myself up. I don't recall doing a fordpass reset so even though fordpass app worked, OTA might have been disconnected this whole time.
This support team is limited in their abilities but is able to see if you are communicating correctly with their Fordpass servers which include, but not limited to, both FordPass app and the OTA update functionality.
The agent was able to see on their end that my vehicle was NOT communicating with the OTA servers so I wouldn't be getting updates since they didn't see my vehicle as connected.
In order to fix this I was instructed to do a fordpass connectivity reset (NOT factory reset; do not do this). This disconnects PAAK and the fordpass app connectivity until you reset it up after the system resets itself. Next, turn on automatic updates, and set a schedule. She told me NOT to chose "no schedule" as this stupidly basically never installs your updates. I set those and after the factory reset, she successfully saw my vehicle as connected and set schedule and was now in the best state to receive updates.
She was specific in saying their system does NOT have visibility in what updates your car still needs. But she is able to see any pending updates (downloaded onto the car and awaiting the scheduled time) or failed pushes if you were already connected to the OTA servers. Since my car was in a disconnected state, she saw no failures since the servers doesn't try or log a "skip" if you're in a disconnected state.
Why not a factory reset? There is some sort of procedure that turns off the fordpass or ota connectivity for 14 days after a factory reset according to her.
Hope this helps others!
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