Customer Satisfaction Program 19B12

SUBJECT

Certain 2019 Model Year Explorer - Supplement #2

Anti-lock Brake System Module Software Update

New! REASON FOR THIS SUPPLEMENT

The previously communicated concern with programming the ABS module on some vehicles has been resolved. The service fix is now available for all vehicles effected by this program.
Updated date for program terms.

PROGRAM TERMS

This program will be in effect through August 30, 2020. There is no mileage limit for this program.

AFFECTED VEHICLES

Vehicle	Model Year	Assembly Plant	Build Dates
Explorer	2019	Chicago	May 14, 2018 through February 20, 2019

Affected vehicles are identified in OASIS and FSA VIN Lists.

REASON FOR THIS PROGRAM

In some of the affected vehicles, Hill Start Assist (HSA), a driver convenience feature, is not enabled due to a software issue in the Anti-lock Brake System (ABS) module. The HSA feature makes it easier to pull away when a vehicle is on a slope by holding brake pressure for 2-3 seconds when the driver removes foot from the brake pedal.

SERVICE ACTION

Before demonstrating or delivering any new in-stock vehicles involved in this program, dealers are to reprogram the ABS module using Integrated Diagnostic Software (IDS) 114.04 or higher. Make sure you are connected to the Internet prior to reprogramming. This service must be performed on all affected vehicles at no charge to the vehicle owner.

OWNER NOTIFICATION MAILING SCHEDULE

Owner letters will be mailed week of August 26^th . Dealers should repair any affected vehicles that arrive at their dealerships, whether or not the customer has received a letter.

ATTACHMENTS

Attachment I: Administrative Information
Attachment II: Labor Allowances and Parts Ordering Information
Attachment III: Technical Information
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.

Sincerely,

David J. Johnson

OASIS ACTIVATION

OASIS was activated on May 20, 2019.

FSA VIN LISTS ACTIVATION

FSA VIN Lists were made through https://web.fsavinlists.dealerconnection.com on May 20, 2019..

NOTE: Your FSA VIN Lists may contain owner names and addresses obtained from motor vehicle registration records. The use of such motor vehicle registration data for any purpose other than in connection with this program is a violation of law in several states, provinces, and countries. Accordingly, you must limit the use of this listing to the follow-up necessary to complete this service action.

SOLD VEHICLES

Owners of affected vehicles will be directed to dealers for repairs.
Immediately contact any of your affected customers whose vehicles are not on your VIN list but are identified in OASIS. Give the customer a copy of the Owner Notification Letter (when available) and schedule a service date.
Correct other affected vehicles identified in OASIS which are brought to your dealership.
Dealers are to prioritize repairs of customer vehicles over repairs of new and used vehicle inventory.

STOCK VEHICLES

Correct all affected units in your new vehicle inventory before delivery.
Use OASIS to identify any affected vehicles in your used vehicle inventory.

TITLE BRANDED/SALVAGED VEHICLES

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

OWNER REFUNDS

Refunds are not approved for this program.

RENTAL VEHICLES

Rental vehicles are not approved for this program.

ADDITIONAL REPAIR (LABOR TIME AND/OR PARTS)

Additional repairs identified as necessary to complete the FSA should be managed as follows:

For related damage and access time requirements, refer to the Warranty and Policy Manual/Section 6 - Ford & Lincoln Program Policies/General Information & Special Circumstances for FSA's/Related Damage.
For vehicles within new vehicle bumper-to-bumper warranty coverage, no SSSC approval is required, although related damage must be on a separate repair line with the "Related Damage" radio button checked.
- Ford vehicles - 3 years or 36,000 miles

CLAIMS PREPARATION AND SUBMISSION

Claim Entry: Enter claims using Dealer Management System (DMS) or One Warranty Solution (OWS) online.
- When entering claims, select claim type 31: Field Service Action. The FSA number 19B12 is the sub code.
- For additional claims preparation and submission information, refer to the Recall and Customer Satisfaction Program (CSP) Repairs in the OWS User Guide.
Related Damage/Additional labor and/or parts: Must be claimed as Related Damage on a separate repair line from the FSA with same claim type and sub code as described in Claim Entry above.

IMPORTANT: Click the Related Damage Indicator radio button.

LABOR ALLOWANCES

Description	Labor Operation	Labor Time
Reprogram ABS module using IDS 114.04 or higher.	19B12B	0.3 Hours

PARTS REQUIREMENTS/ORDERING INFORMATION

Parts are not required to complete this repair.

OVERVIEW

In some of the affected vehicles, Hill Start Assist (HSA), a driver convenience feature, is not enabled due to a software issue in the Anti-lock Brake System (ABS) module. The HSA feature makes it easier to pull away when a vehicle is on a slope by holding brake pressure for 2-3 seconds when the driver removes foot from the brake pedal.

SERVICE PROCEDURE

Module Reprogramming

NOTE: Reprogram appropriate vehicle modules before performing diagnostics and clear all DTC's after programming. For DTC's generated after reprogramming, follow normal diagnostic service procedures.

Connect a battery charger to the 12V battery.
NOTE: Make sure the Integrated Diagnostic Software (IDS) computer does not enter sleep mode during programming.
Reprogram the Anti-Lock Brake System Module (ABS) using IDS release 114.04 or higher. Make sure you are connected to the Internet prior to reprogramming.
NOTE: Calibration files may also be obtained at www.motorcraftservice.com.

NOTE: Follow the IDS on-screen instructions to complete the reprogramming procedure.
Disconnect the battery charger from the 12V battery once the reprogramming has completed.

Important Information for Module Programming

NOTE: When programming or reprogramming a module, use the following basic checks to ensure programming completes without errors.

Make sure the 12V battery is fully charged before carrying out the programming steps and connect IDS/scan tool to a power source.
Inspect Vehicle Communication Module (VCM) and cables for any damage. Make sure scan tool connections are not interrupted during programming.
A hardwired connection is strongly recommended.
Turn off all unnecessary accessories (radio, heated/cooled seats, headlamps, interior lamps, HVAC system, etc.) and close doors.
Disconnect/depower any aftermarket accessories (remote start, alarm, power inverter, CB radio, etc.).
Follow all scan tool on-screen instructions carefully.
Disable IDS/scan tool sleep mode, screensaver, hibernation modes.
Create all sessions key on engine off (KOEO). Starting the vehicle before creating a session will cause errors within the programming inhale process.

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

Obtain the original IDS that was used when the programming error occurred during module reprogramming (MR) or programmable module installation (PMI).
Disconnect the VCM from the data link connector (DLC) and the IDS.
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.
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.
Once the session is loaded, the failed process should resume automatically.
If programming does not resume automatically, proceed to the Module Programming menu and select the previously attempted process, PMI or MR.
Follow all on-screen prompts/instructions.
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.

Customer Satisfaction Program 19B12 - Anti-Lock Brake System Module Software Update (19B12)