Software update - If it ain't broke, don't fix it {fixed post#32}

[htobin]

Perhaps it wouldn’t have been so bad if he had recognized the error and advised me of it instead of driving off telling me that everything was OK. He had to have realized the problem when he drove the truck back into the garage.

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[KHines]

You seemed to describe your issue as a total electronic failure which makes it sound as if it were undriveable? The tech did drive the truck back in to your garage to park it, correct? Again, plausible that the truck was acting perfectly fine but something didn’t save well when the truck went into sleep mode.
I don’t know this guy, but I do know how incredibly difficult these modern vehicles can be.

And regarding the progress on the repair, I’d like to shed light if I may.

If a control unit is locked up it most likely needs to be replaced. Warranty usually won’t pay for a CU replacement unless Technical has been contacted and they’ve given the go ahead.

The guys on the manufacturer side of the Tech Line are also traveling techs that go around to their assigned dealers where they have to work a whole day trying to exorcise all manner of demons, AND THEN reply to the requests from their other dealers from their hotel or home if they drive back. I know this to be true. These dudes are unsung heroes, and there is a gigantic talent gap - listen to Mike Rowe for explanation on that front.

Control units are rarely kept in stock, so it would have been ordered. Ever since the Covid shutdown, parts availability has been a major issue.

What I’m trying to say is, man, your, our, techs are really trying. This software stuff is all invisible magic and we aren’t software engineers.

Also entirely possible that the dude is a hack and murdered your truck. I think the dealer wouldn’t send that kinda guy on the road though.

 

[htobin]

I tried to upload a video of the screen showing the endless litany of electronic faults, but apparently the file was too large. Yes, the truck was drivable, but all electronic aids were disabled. The dealer has acknowledged that the computer was totally disabled and they were unable to Unlock it according to their words.

Due to a lack of communication, I don’t have a lot of details, but essentially they are replacing the entire computer. The representative from Ford motor company has advised me that they would assist, but I have no specific information.

The agent from Ford assured me that she would stay in contact with me And the dealer. No one from the dealership or Ford has even suggested that there would be any charge for any repairs necessary.

 

[rugedraw]

I'd be curious to see what happened/is happening here. Message me the VIN.

 

[rugedraw]

@htobin I got your message. It seems like the mobile tech tried to update the IPMA and FDRS crashed in the process. Hard to tell exactly what happened from what I can see, but for sure the IPMA is bricked. Now at the dealer, they have tried to update the IPMA, but that isn't going to work. If what I am seeing is correct (which is difficult without being able to plug into the truck directly), all they need to do is PMI the IPMA and it will recover it and update it at the same.

In the screenshot below, you an see he started the IPMA update, turned the ignition on and hit the OK button to allow FDRS to proceed with the module update. When a module is updated, there is very specific process that gets recorded in FDRS, and in this case, the update process seems to have been interrupted (laptop or software crashed perhaps, or the voltage dropped too low if he did not hook up the battery to a power supply) and the next thing you see is a self test being done. I can tell you with 100% confidence that this is not what a successful module update process looks like in FDRS. If the IPMA is bricked, the truck would still be drivable, but you would get all kinds of driver assist faults on your dash.

 

[htobin]

@htobin I got your message. It seems like the mobile tech tried to update the IPMA and FDRS crashed in the process. Hard to tell exactly what happened from what I can see, but for sure the IPMA is bricked. Now at the dealer, they have tried to update the IPMA, but that isn't going to work. If what I am seeing is correct (which is difficult without being able to plug into the truck directly), all they need to do is PMI the IPMA and it will recover it and update it at the same.

In the screenshot below, you an see he started the IPMA update, turned the ignition on and hit the OK button to allow FDRS to proceed with the module update. When a module is updated, there is very specific process that gets recorded in FDRS, and in this case, the update process seems to have been interrupted (laptop or software crashed perhaps, or the voltage dropped too low if he did not hook up the battery to a power supply) and the next thing you see is a self test being done. I can tell you with 100% confidence that this is not what a successful module update process looks like in FDRS. If the IPMA is bricked, the truck would still be drivable, but you would get all kinds of driver assist faults on your dash.

Thanks for the information. I don't know how you did it but you have given me more of an explanation than I have gotten from anyone up till now. Perhaps if communication had been better, this issue would not have escalated to the point it has reach now. Unfortunately, I'm still not receiving the promised updates from the dealer which simply adds to the frustration.

 

[Whammy Bar]

Thanks for the information. I don't know how you did it but you have given me more of an explanation than I have gotten from anyone up till now. Perhaps if communication had been better, this issue would not have escalated to the point it has reach now. Unfortunately, I'm still not receiving the promised updates from the dealer which simply adds to the frustration.

This experience is par for the course, not an outlier. Hopefully that helps to level set expectations going forward.

 

[rugedraw]

Thanks for the information. I don't know how you did it but you have given me more of an explanation than I have gotten from anyone up till now. Perhaps if communication had been better, this issue would not have escalated to the point it has reach now. Unfortunately, I'm still not receiving the promised updates from the dealer which simply adds to the frustration.

I have access to all the tools Ford techs have. The difference is, I (and a few other forum members here and other forums) have unique knowledge as to how these things work and what to look for when things go wrong. @KHines is dead on when he says these guys are not software engineers. The process to recover a bricked module is the same process they use to install a new module, but many of them do not know that.

I assume at this point you have talked to the service manager. If not, call and ask to speak to him/her. Tell him you have a cousin in Florida who is a senior tech at another Ford store and he looked into your truck and recommended they PMI the IPMA and when FDRS asks if it is the original module, select "NO". If the IPMA is indeed soft-bricked like I think it is, it will fix it. If the IPMA got fried somehow, then they will need to put a new module in, but it is VERY difficult to fry one of these modules. Trust me......we have tried to do and done many unconventional things with IPMAs trying to get stuff to work and one constant that always remains is that a PMI will always save the day.

 

[htobin]

Again my thanks, but as I previously stated, communication has been the biggest drawback. All they told me was that they tried to restore the computer and were unsuccessful. As of now, much of the communication is going through the Ford motor company representative and I am going to text your suggestion to her so as to have it passed on. I sure do appreciate your interest and help in this matter. People like you really make this discussion panel worthwhile

 

[htobin]

Here’s a laugh. When I texted the Ford rep for an update she contacted me and told me that she had contacted Arrow Ford. They told her that the new part had arrived, but they didn’t know where it was so it couldn’t be installed. The Ford rep assured me that she would get in touch with Arrow Ford And “assist them” in finding the part. Kudos for Ford. Wish I could say the same for Arrow Ford. We’re talking about a dealership in the city of 125,000. Believe me it’s not a huge operation.

All of their ads claim that they are the right choice because of their great customer service

 

[Henry Ford]

@Ford Motor Company, this is how you communicate with customers. Please refer this thread to the Chief Talking to Customers Officer. If this position doesn't exist, @rugedraw is a good candidate.

Hint: be honest. Tell customers everything you know. They understand far more than you think they do. Also, say "I'm sorry."

I have access to all the tools Ford techs have. The difference is, I (and a few other forum members here and other forums) have unique knowledge as to how these things work and what to look for when things go wrong. @KHines is dead on when he says these guys are not software engineers. The process to recover a bricked module is the same process they use to install a new module, but many of them do not know that.

I assume at this point you have talked to the service manager. If not, call and ask to speak to him/her. Tell him you have a cousin in Florida who is a senior tech at another Ford store and he looked into your truck and recommended they PMI the IPMA and when FDRS asks if it is the original module, select "NO". If the IPMA is indeed soft-bricked like I think it is, it will fix it. If the IPMA got fried somehow, then they will need to put a new module in, but it is VERY difficult to fry one of these modules. Trust me......we have tried to do and done many unconventional things with IPMAs trying to get stuff to work and one constant that always remains is that a PMI will always save the day.

 

[rugedraw]

Here’s a laugh. When I texted the Ford rep for an update she contacted me and told me that she had contacted Arrow Ford. They told her that the new part had arrived, but they didn’t know where it was so it couldn’t be installed. The Ford rep assured me that she would get in touch with Arrow Ford And “assist them” in finding the part. Kudos for Ford. Wish I could say the same for Arrow Ford. We’re talking about a dealership in the city of 125,000. Believe me it’s not a huge operation.

All of their ads claim that they are the right choice because of their great customer service

I am confident the IPMA does not need to be replaced, but I digress.

@Ford Motor Company, this is how you communicate with customers. Please refer this thread to the Chief Talking to Customers Officer. If this position doesn't exist, @rugedraw is a good candidate.

Hint: be honest. Tell customers everything you know. They understand far more than you think they do. Also, say "I'm sorry."

The money I'd save them in unnecessary warranty claims like this one would pay my salary and then some.

 

[htobin]

For what it’s worth, I got a call later this afternoon that they had located the part and were installing it, and about an hour later, around 5 PM, they told me the installation was complete and they would plan on delivering the truck tomorrow morning. Keeping my fingers crossed.

Of course, I will update the group once I have it in hand and hopefully find everything working properly

 

[3121]

Sounds like the tech may have nuked your 12v during the upgrade.

just had the same updates done and the tech used jumper cables to cross connect to his transit van and idled it during the update. Not ideal but I had a volt meter on the battery and it stayed at 13-13.5 most of the time. Dipping down to 12.7 a little bit.

its a shame dealers cut corners or allow younger techs to be taught these half-ass shortcuts by other techs.

I went ahead with the update in this case because worst case I will get a new 12v out of the dealership and its was such a ball-ache to get mobile service booked in the first place.

 

[BlueLightning]

Can’t we just get a good product?

By Aamir Khollam May 1, 2025 | 11:56 PM

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Ford Motor has shut down its ambitious FNV4 electrical architecture program, a next-generation software platform once considered essential to competing with electric vehicle leaders like Tesla.

The decision marks a significant shift in strategy for the automaker, which had invested heavily in the project with hopes of streamlining software development across both electric and internal combustion vehicles.

The fully-networked vehicle (FNV4) system was designed to improve quality, cut costs, and enable features such as over-the-air updates and paid software upgrades.

However, the program faced persistent delays and ballooning expenses, ultimately contributing to billions in losses across Ford’s electric and software divisions over the past two years.”

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