Customer Satisfaction Program 12M02 - Warranty Extension Covering Accessory Protocol Interface Module (APIM) Software And Hardware (12M02)

SUBJECT

Customer Satisfaction Program 12M02 - Supplement #3 

Certain 2011-2014 Model Year Vehicles Equipped with SYNC® and MyFord/MyLincoln Touch™

Warranty Extension Covering Accessory Protocol Interface Module (APIM) Software and Hardware

REF

Customer Satisfaction Program 12M02 - Supplement #2 

Dated November 25, 2014

DEMONSTRATION / DELIVERY HOLD - Application Performance Upgrade  13A01  - Supplement #3 

Certain 2012-2013 Focus Electric, 2013 C-MAX Hybrid and C-MAX Energi, and 2013 Fusion Hybrid Vehicles Equipped with MyFord Touch®

Application Performance Upgrade

DEMONSTRATION / DELIVERY HOLD - Application Performance Upgrade  12A04  - Supplement #4 

Certain 2011-2014 Model Year Vehicles Equipped with SYNC® and MyFord/MyLincoln Touch™

Application Performance Upgrade

DEMONSTRATION / DELIVERY HOLD - Application Performance Upgrade  11A01  - Supplement #3 

Certain 2011 Model Year Explorer, 2011-2012 Model Year Edge, MKX, and 2012 Model Year Focus Vehicles Equipped with SYNC® with MyFord/MyLincoln Touch™ Containing Early Vehicle Interface Processor (VIP) Level Software Performance Upgrade

REASON FOR THIS SUPPLEMENT

New APIM software: APIM software level 15128 is now available for all vehicles and model years. The flow chart in Attachment III has been updated accordingly. 

PROGRAM TERMS

This program provides additional warranty coverage for APIM software upgrades and APIM replacement. Coverage has been extended to five years of service from the warranty start date of the vehicle on Ford vehicles, and six years on Lincoln vehicles, regardless of mileage. Coverage is automatically transferred to subsequent owners.

VEHICLES COVERED BY THIS PROGRAM

Certain 2011-2014 model year vehicles equipped with SYNC® and MyFord/MyLincoln Touch™ as noted below.

Affected vehicles are identified in OASIS.

REASON FOR PROVIDING ADDITIONAL COVERAGE

Affected vehicles, which are beyond the terms of the New Vehicle Limited Warranty, may require APIM software upgrades or APIM replacement.

SERVICE ACTION

Dealers are authorized to perform APIM software upgrades under this program on vehicles that meet all  of the following criteria:

• The vehicle does not contain the latest available software level.
  NOTE: Service Management should check the software level on the vehicle touchscreen prior to initiating a Repair Order. Reference the software verification process and flow chart in Attachment III to determine the appropriate software level and programming method for each vehicle. Some early model electrified vehicles may require additional module programming and/or component replacement.
• The vehicle is beyond the terms of the New Vehicle Limited Warranty (NVLW).
  NOTE: Repairs to vehicles within  the terms of the NVLW should be claimed under the NVLW.

If there is a software download issue or the vehicle's SYNC with MyFord/MyLincoln Touch® is unresponsive, and the APIM diagnostic pinpoint test indicates that the APIM requires replacement, dealers are authorized to claim APIM replacement without contacting the Special Service Support Center.

These repairs are to be performed under this program at no charge to the vehicle owner.

Vehicle owners should be reminded that future software upgrades will be announced and available for free customer download at the support.ford.com  and support.lincoln.com  websites.

ATTACHMENTS

1. Attachment I: Administrative Information
2. Attachment II: Labor Allowances and Parts Ordering Information
3. Attachment III: Software Verification and Flow Chart
4. Attachment IV: Technical Information (USB Upgrade)
5. Attachment V: Instructions for Updating a USB Flash Drive
6. Attachment VI: Technical Information (PTS Upgrade)
7. Attachment VII: Technical Information (2012 through 2013 MY Focus Electric)
8. Attachment VIII: Technical Information (2013 MY Fusion Hybrid and C-MAX Hybrid)
9. Attachment IX: Technical Information (2013 MY C-MAX Energi)
10. Attachment X: C-MAX Energi and Focus Electric TCU Replacement Reference Table
11. Owner Notification Letters

QUESTIONS & ASSISTANCE

For questions and assistance, contact the Special Service Support Center (SSSC) via the SSSC Web Contact Site. The SSSC Web Contact Site can be accessed through the Professional Technician Society (PTS) website using the SSSC link listed at the bottom of the OASIS VIN report screen or listed under the SSSC tab.

OASIS ACTIVATED?

Yes, OASIS has been activated for all affected vehicles.

FSA VIN LIST ACTIVATED?

No, FSA VIN list will not be activated for this service action.

STOCK VEHICLES

Do not perform this program unless the affected vehicle exhibits the covered condition.

SOLD VEHICLES

Owners of affected vehicles have been notified of the extended warranty coverage, and that future software upgrades will also be available for download at support.ford.com and support.lincoln.com.

TITLE BRANDED / SALVAGED VEHICLES

Affected title branded and salvaged vehicles are eligible for this service action.

ADDITIONAL LABOR TIME AND/OR PARTS

Submit a request to the SSSC Web Contact Site prior to the repair if you have any of the following:

• Damage that you believe was caused by the covered condition.
• A condition that requires additional labor and/or parts to complete the repair.
• Aftermarket equipment or non-Ford modifications to the vehicle which might prevent the repair of the covered condition.

Requests for approval after completion of the repair may not be granted. Additional related damage parts are subject to random selection for return to the Ford Warranty Parts Analysis Center (WPAC).

RENTAL VEHICLES

The use of rental vehicles is not authorized for this program.

CLAIMS PREPARATION AND SUBMISSION

• NOTE: Claims should only be submitted under this program on vehicles that are beyond the terms of the New Vehicle Limited Warranty coverage.
• Enter claims using Direct Warranty Entry (DWE) or One Warranty Solution (OWS).
  • DWE: refer to ACESII manual for claims preparation and submission information.
  • OWS: when entering claims in DMS software, select claim type 31: Field Service Action. The FSA number (12M02) is the sub code.
• Additional labor and/or parts must be claimed as related damage on a separate repair line from which the FSA is claimed. Additional labor and/or parts require prior approval from the SSSC via the SSSC Web Contact Site.
• PROGRAM TERMS: This program extends the coverage of APIM software and hardware to five years of service from the Warranty Start Date of the vehicle on Ford vehicles, and six years on Lincoln vehicles, regardless of mileage. Coverage is automatically transferred to subsequent owners.

LABOR ALLOWANCES

PARTS REQUIREMENTS / ORDERING INFORMATION

Order your parts requirements through normal order processing channels. The APIM and TCU (if needed) should be ordered using the On-line 1878 form.

To order an APIM or TCU:

• Go to FMCDealer.com
• Go to OASIS, enter the VIN and click GO
• Select the On-Line 1878 (scroll to the bottom)
• Select the SYNC Module (APIM) or TCU from the System drop-down box
• Complete the On-line 1878 Ford order process

Questions regarding APIM or TCU availability and ordering should be directed to 313-390-3635 or fesg@ford.com  .

DEALER PRICE

APIMs and TCUs are Advance Exchange parts.

PARTS RETENTION AND RETURN

Follow the provisions of the Warranty and Policy Manual for "Parts Retention and Return Procedures."

OVERVIEW

Dealers are authorized to perform APIM software upgrades under this program on vehicles that meet all of the following criteria:

• The vehicle is beyond the terms of the New Vehicle Limited Warranty.
  NOTE: Repairs to vehicles within the terms of the New Vehicle Limited Warranty should be claimed under the New Vehicle Limited Warranty.
• The vehicle does not contain the latest available software level.
  NOTE: Service Management should check the software level on the vehicle touchscreen prior to initiating a Repair Order.

In addition, if Workshop Manual diagnostics identify the APIM as the causal part of a concern with the MyFord/MyLincoln Touch™ system, dealers are authorized to replace the APIM under this program.

SOFTWARE VERIFICATION AND FLOW CHART

Accessory Protocol Interface Module (APIM) Reprogramming Using USB Drive

1. Starting with the 2013 Model Year, push button start vehicles equipped with the Automatic Engine Idle Shutdown (AEIS) feature will need this feature disabled through the left hand instrument cluster display to have uninterrupted reprogramming. To disable this feature perform the following:
   1. Select "Settings".
   2. Select "Vehicle".
   3. If equipped, locate the "Auto Engine Off" setting and select "OFF".
   NOTE: The AEIS will automatically reset to "ON" after the next key cycle.

USB Reflash Procedure

Accessory Protocol Interface Module (APIM) Reprogramming Using PTS and IDS Scan Tool

1. Connect a battery charger to the vehicle.
   • When connecting the charger, the negative battery charger lead must be connected to a clean chassis ground, not the negative battery post.
2. Place the ignition in the "RUN" position, "ON" for Intelligent Access (IA) vehicles.
3. Connect the scan tool and Vehicle Communication Module (VCM) to the vehicle.
4. Open Internet Explorer on the scan tool and go to the technician service publication web site. On the OASIS tab, select "Read VIN & DTCs", and select "Go".
5. NOTE: This procedure will clear all CMDTCs. The DTCs must be recorded now if other diagnoses are to be performed after this procedure.

   Select Toolbox from the technician service publication web site to retrieve and record all CMDTCs.

6. NOTE: If unable to complete programming because the operation stops or errors are received, the web browser settings may need to be configured. Refer to "Software Programming v1.1" on the technician service publication web site "Service Tips" tab.

   From the OASIS tab, select the "SYNC" button. The Last Recorded State - Software is displayed.

7. Scroll to the bottom of the screen, select "Standard" and click the "Read SYNC" button to compare the current APIM VIP, CIP, and application software levels to the last reported state in the Ford online database.
   • After the compare is performed, the scan tool automatically selects software for programming. Applications with check marks next to them indicate the APIM already has the latest level installed (no reinstallation required).
   • Depending on the software level required, the scan tool automatically selects either the Service Pack or Full Flash programming method.
   • Verify appropriate applications are selected, if equipped. See Figure 1.
8. NOTE: Only applications on a flash drive may be loaded to the APIM through the media hub.

   Remove the media hub. For additional information, refer to Workshop Manual (WSM) Section 415-00.

9. NOTE: Do not disconnect the scan tool or cable from the APIM during programming unless directed by the scan tool on-screen prompts.

   Connect the CCMSYNC-KIT between the scan tool USB port and the vehicle USB cable.

10. NOTE: Scan tools that have never been used to program SYNC may encounter a Hardware Wizard pop-up requesting a "WMA SBOOT" driver installation. If this request is encountered, install the driver and click the scan tool retry button to continue programming.

    Select the "Program SYNC" button to begin the APIM programming process.

    • When prompted by the scan tool, disconnect the battery charger, start the engine, and select OK. Once OK is selected, do not interrupt this step (which may take up to 20 minutes or longer).
    • The updates are downloaded to the scan tool or to the USB flash drive.
11. NOTE: If the scan tool does not have an available USB port, the cable from the CCMSYNC-KIT can be unplugged at this time to make room for the USB flash drive. Do not disconnect the VCM from the scan tool.

    Connect the USB flash drive to the scan tool and follow the on-screen instructions for downloading service packs and applications onto the USB flash drive.

    • This step may take up to 20 minutes or longer.
12. NOTE: If the media hub was removed, install it before connecting the USB flash drive to the vehicle. For additional information, refer to WSM Section 415-00.

    When prompted by the scan tool, remove the USB flash drive and connect it to the media hub in order to install the applications into the APIM.

    • The update should start automatically, and may take up to 20 minutes or longer once begun.
    • It is normal for the APIM to reset during this step.
13. Once scan tool programming and USB flash drive programming are complete, reinstall the flash drive into the scan tool and select "OK" to report software installation to the Ford online database.
14. Recalibrate the touchscreen by following the scan tool prompts or the steps below.
    1. While in AM/FM mode, press and hold the EJECT button, and within 1 second, press the SEEK UP button.
    2. Press and hold SEEK DOWN to enter Touch Screen Calibration.
    3. Touch the touch points (a stylus is not required) as instructed by the touchscreen.
    4. To accept the new settings, touch anywhere on the screen once "Press the Enter key to accept the new settings" is displayed.
15. Clear all CMDTCs.

    Vehicles Equipped With Navigation 

    NOTE: If an SD Card fault appears on the screen after the reprogramming procedure completes, the vehicle may contain an early level Navigation Map SD Card. Replacement of the SD Card requires prior approval from the Special Service Support Center (SSSC) via a SSSC web contact.

    All Vehicles 

    NOTE: If the MyFord Touch® system is unresponsive, inoperative, or if the vehicle software update was unsuccessful, perform normal WSM diagnostic procedures. If WSM diagnostics identify the APIM as the causal part of a concern, replace the APIM. For additional information, refer to WSM, Section 415-00.
16. Notify the customer that they may need to reestablish their MyFord® mobile account.

Accessory Protocol Interface Module (APIM) Reprogramming Using PTS and IDS Scan Tool

1. Connect a battery charger to the vehicle.
   • When connecting the charger, the negative battery charger lead must be connected to a clean chassis ground, not the negative battery post.
2. Place the ignition in the "RUN" position, "ON" for Intelligent Access (IA) vehicles.
3. Connect the scan tool and Vehicle Communication Module (VCM) to the vehicle.
4. Open Internet Explorer on the scan tool and go to the technician service publication web site. On the OASIS tab, select "Read VIN & DTCs", and select "Go".
5. NOTE: This procedure will clear all CMDTCs. The DTCs must be recorded now if other diagnoses are to be performed after this procedure.

   Select Toolbox from the technician service publication web site to retrieve and record all CMDTCs.

6. NOTE: If unable to complete programming because the operation stops or errors are received, the web browser settings may need to be configured. Refer to "Software Programming v1.1" on the technician service publication web site "Service Tips" tab.

   From the OASIS tab, select the "SYNC" button. The Last Recorded State - Software is displayed.

7. Scroll to the bottom of the screen, select "Standard" and click the "Read SYNC" button to compare the current APIM VIP, CIP, and application software levels to the last reported state in the Ford online database.
   • After the compare is performed, the scan tool automatically selects software for programming. Applications with check marks next to them indicate the APIM already has the latest level installed (no reinstallation required).
   • Depending on the software level required, the scan tool automatically selects either the Service Pack or Full Flash programming method.
   • Verify appropriate applications are selected, if equipped. See Figure 1.
8. NOTE: Only applications on a flash drive may be loaded to the APIM through the media hub.

   Remove the media hub. For additional information, refer to Workshop Manual (WSM) Section 415-00.

9. NOTE: Do not disconnect the scan tool or cable from the APIM during programming unless directed by the scan tool on-screen prompts.

   Connect the CCMSYNC-KIT between the scan tool USB port and the vehicle USB cable.

10. NOTE: Scan tools that have never been used to program SYNC may encounter a Hardware Wizard pop-up requesting a "WMA SBOOT" driver installation. If this request is encountered, install the driver and click the scan tool retry button to continue programming.

    Select the "Program SYNC" button to begin the APIM programming process.

    • When prompted by the scan tool, disconnect the battery charger, start the engine, and select OK. Once OK is selected, do not interrupt this step (which may take up to 20 minutes or longer).
    • The updates are downloaded to the scan tool or to the USB flash drive.
11. NOTE: If the scan tool does not have an available USB port, the cable from the CCMSYNC-KIT can be unplugged at this time to make room for the USB flash drive. Do not disconnect the VCM from the scan tool.

    Connect the USB flash drive to the scan tool and follow the on-screen instructions for downloading service packs and applications onto the USB flash drive.

    • This step may take up to 20 minutes or longer.
12. NOTE: If the media hub was removed, install it before connecting the USB flash drive to the vehicle. For additional information, refer to WSM Section 415-00.

    When prompted by the scan tool, remove the USB flash drive and connect it to the media hub in order to install the applications into the APIM.

    • The update should start automatically, and may take up to 20 minutes or longer once begun.
    • It is normal for the APIM to reset during this step.
13. Once scan tool programming and USB flash drive programming are complete, reinstall the flash drive into the scan tool and select "OK" to report software installation to the Ford online database.
14. Recalibrate the touchscreen by following the scan tool prompts or the steps below.
    1. While in AM/FM mode, press and hold the EJECT button, and within 1 second, press the SEEK UP button.
    2. Press and hold SEEK DOWN to enter Touch Screen Calibration.
    3. Touch the touch points (a stylus is not required) as instructed by the touchscreen.
    4. To accept the new settings, touch anywhere on the screen once "Press the Enter key to accept the new settings" is displayed.
15. Clear all CMDTCs.

    Vehicles Equipped With Navigation 

    NOTE: If an SD Card fault appears on the screen after the reprogramming procedure completes, the vehicle may contain an early level Navigation Map SD Card. Replacement of the SD Card requires prior approval from the Special Service Support Center (SSSC) via a SSSC web contact.

    All Vehicles 

    NOTE: If the MyFord Touch® system is unresponsive, inoperative, or if the vehicle software update was unsuccessful, perform normal WSM diagnostic procedures. If WSM diagnostics identify the APIM as the causal part of a concern, replace the APIM. For additional information, refer to WSM, Section 415-00.
16. Notify the customer that they may need to reestablish their MyFord® mobile account.

SERVICE PROCEDURE

Module Reprogramming

1. Certain vehicles, which are listed within Attachment X, will require TCU replacement.
   • If the VIN is listed  within Attachment X, proceed to Step 2.
   • If the VIN is not listed  within Attachment X, proceed to Step 3.
   IMPORTANT: The TCU WSM procedure contains steps for Programmable Module Installation (PMI). These steps must be followed to properly install the new TCU.
2. If the VIN is listed within Attachment X, replace the TCU. Refer to Workshop Manual (WSM) Section 415-00. After TCU replacement proceed to Step 4.
   NOTE: If a master reset is not performed the vehicle will not have full system functionality.
3. Perform the SYNC/MyTouch Master Reset.
   1. Select the "Settings/Gear" icon.
   2. Select "Settings".
   3. Select "System".
   4. Select "Master Reset" and then "Yes" then "Yes" to start the reset procedure.
   NOTE: You must scroll down on Select System screen to see the Master Reset option.
4. NOTE: Reprogram appropriate vehicle modules before performing diagnostics and clear all Diagnostic Trouble Codes (DTCs) after programming. For DTCs generated after reprogramming, follow normal diagnostic service procedures.
   NOTE: If the MyFord® Mobile system prompts for user permissions select "Allow".

   Connect battery charger to the 12v battery. For additional information, refer to WSM Section 414-01.

5. Reprogram the following modules to the latest software level in the order instructed below, using IDS 86.04 or higher:
   • TCU - Reprogram using IDS 86.04 or higher.
     • The TCU is unique from other modules and may need to be reprogrammed more than once to reach the latest software level. The TCU can only be updated one software level at a time. If the TCU needs a second reprogramming, the following message may appear on IDS. See Figure 1a.
     • TCU programming is not complete until "The TCU is now at the latest software level" is displayed. See Figure 1b.
     • After reprogramming the TCU, turn the ignition "OFF", open/close the door, and wait for 30 seconds, this will force the vehicle into sleep mode. After the vehicle enters sleep mode, turn the ignition "ON" and wait 30 seconds  .
   • PCM - Reprogram using IDS 86.04 or higher.
     • If the PCM is not reprogrammed before the APIM, the latest software level will not be shown as an option in PTS.
   • APIM - Follow the "SYNC Module (APIM) Custom Programming" procedure to reprogram the APIM to the latest software level. For additional information, refer to WSM Section 415-00.
   NOTE: Calibration files may also be obtained at www.motorcraft.com.
   NOTE: Follow the IDS on-screen instructions to complete the reprogramming procedures.
   NOTE: When prompted to manually select vehicle applications, select only the applications that are applicable to the vehicle. See Figure 2.
   NOTE: Touchscreen calibration is required after reprogramming the APIM. After the reprogram procedure completes, a "Tick" button will appear on the bottom left of the IDS screen (this may require scrolling to the bottom of the page to view).

   Vehicles Equipped With Navigation 

   NOTE: If an SD Card fault appears on the screen after the reprogramming procedure completes, the vehicle may contain an early level Navigation Map SD Card. Replacement of the SD Card requires prior approval from the Special Service Support Center (SSSC) via a SSSC web contact.

   All Vehicles 

   NOTE: If the MyFord Touch® system is unresponsive, inoperative, or if the vehicle software update was unsuccessful, perform normal WSM diagnostic procedures. If WSM diagnostics identify the APIM as the causal part of a concern, replace the APIM. For additional information, refer to WSM, Section 415-00.
6. Notify the customer that they may need to reestablish their MyFord® mobile account.

Recovering a PCM when programming has resulted in a blank module: NEVER DELETE THE ORIGINAL SESSION! 

1. Obtain the original IDS that was used when the programming error occurred during Module Reprogramming (MR) or Programmable Module Installation (PMI).
2. Disconnect the VCM from the data link connector (DLC) and the IDS.
3. Reconnect the VCM to IDS and then connect to the DLC. Once reconnected, the VCM icon should appear in the corner of the IDS screen. If it does not, troubleshoot the IDS to VCM connection.
4. Locate the ORIGINAL vehicle session when programming failed. This should be the last session used in most cases. If not, use the session created on the date that the programming failed.
   NOTE: If the original session is not listed in the previous session list, click the "Recycle Bin" icon at the lower right of the previous session screen. This loads any deleted sessions and allows you to look through them. Double-click the session to restore it.
5. Once the session is loaded, the failed process should resume automatically.
6. If programming does not resume automatically, proceed to the Module Programming menu and select the previously attempted process, PMI or MR.
7. Follow all on-screen prompts/instructions.
8. Near the end of programming, the IDS prompts you to select certain parameters. It is important to make a selection for ALL parameters listed. If the correct selection is already highlighted, you must still choose that selection before clicking the "Tick" mark to complete the configuration.
9. The last screen on the IDS may list additional steps required to complete the programming process. Make sure all applicable steps listed on the screen are followed in order.

SERVICE PROCEDURE

If directed by the Flow Chart in Attachment III, dealers are to perform the following in the order listed below, using IDS 86.04 or higher:

• PCM - Reprogram using IDS 86.04 or higher.
• APIM - Reprogram using PTS and IDS.

SERVICE PROCEDURE

If directed by the Flow Chart in Attachment III, dealers are to perform the following in the order listed below, using IDS 86.04 or higher:

• Telematic Control Unit Module (TCU) - TCU reprogramming is not required however, certain vehicles which are listed in Attachment X will require TCU replacement.
• PCM - Reprogram using IDS 86.04 or higher.
• APIM - Reprogram using PTS and IDS.

FORD OWNER NOTIFICATION LETTER

LINCOLN OWNER NOTIFICATION LETTER