TSB 22-2062 - 2021 Edge-Nautilus - Various Sync Concerns - February 25, 2022

[Haz]

TECHNICAL SERVICE BULLETIN 2021 Edge/Nautilus - Various SYNC4 Concerns	22-2062 25 February 2022
Model: Ford 2021 Edge Lincoln 2021 Nautilus     Issue: Some 2021 Edge/Nautilus vehicles may experience one or more of the following symptoms: Android Auto connection concerns, Apple CarPlay connection concerns, Information and entertainment screen freezing/locking up, windows media audio (WMA) files not playing properly from a universal serial bus (USB) device, intermittent blank information and entertainment screen, Bluetooth connectivity concerns, incorrect Owner's Manual language for French, frozen or delayed response for touch screen improvements. This may be due to the software in the accessory protocol interface module (APIM). To correct the condition, follow the Service Procedure to reprogram the APIM.   NOTE: The APIM software update that addresses the symptom listed in this bulletin may have been sent via Ford Power-Up software updates delivered over-the-air (OTA) to connected vehicles that have automatic updates enabled through the SYNC 4 screen. Enter the vehicle identification number (VIN) in Professional Technician System (PTS) and check the OTA Dashboard under the Connected Vehicle tab for OTA update history. If an update to the APIM has successfully completed recently and the customer is reporting the symptoms are no longer present, this article may not apply.   Action: Follow the Service Procedure steps to correct the condition on vehicles that meet all of the following criteria:   • 2021 Edge/Nautilus • At least one of the following: - Android Auto connection concerns - Apple CarPlay connection concerns - Information and entertainment screen freezing/locking up - WMA files not playing properly from a USB device - Intermittent blank information and entertainment screen - Bluetooth connectivity concerns - Incorrect Owner’s Manual language for French - Frozen or delayed response for touch screen improvements   Warranty Status: Eligible under provisions of New Vehicle Limited Warranty (NVLW)/Service Part Warranty (SPW)/Special Service Part (SSP)/Extended Service Plan (ESP) coverage. Limits/policies/prior approvals are not altered by a TSB. NVLW/SPW/SSP/ESP coverage limits are determined by the identified causal part and verified using the OASIS part coverage tool. Labor Times Description Operation No. Time 2021 Edge/Nautilus Check Software Reprogram APIM (Do Not Use With Any Other Labor Operations) 222062A 1.5 Hrs. 2021 Edge/Nautilus Check Software Reprogram GWM and APIM (Do Not Use With Any Other Labor Operations) 222062B 1.8 Hrs. Repair/Claim Coding Causal Part: 14G670 Condition Code: 04   Service Procedure NOTE: Ask the customer to bring their spare key fob to assist in the Ford Diagnosis and Repair System (FDRS) programming. NOTE: The gateway module (GWM) must be at the latest software level before the APIM update can be performed. Updated APIM software will not show as being available in FDRS until the GWM has been successfully updated. 1. Connect the vehicle communications module (VCM) II, vehicle communication and measurement module (VCMM) or later level to the vehicle data link connector (DLC) and the diagnostic scan tool USB port. Start a vehicle session with the FDRS and select the toolbox tab to see the available software updates. 2. Is a GWM software update available? (1). Yes - proceed to Step 3. (2). No - proceed to Step 4. 3. Update the GWM using the latest version of FDRS. Refer to Workshop Manual (WSM), Section 418-01A for Module Reprogramming. (1). Connect a battery charger to the 12 volt battery. NOTE: A blank 32GB or larger USB flash drive is required for GWM update. Make sure the USB flash drive being used is formatted correctly. To see the available drives, hold down the Windows icon keyboard key and press the E keyboard key. Right click on the USB flash drive and select Properties. If File System under the General tab is not exFAT, the drive must be formatted. To format the USB flash drive, right click on the USB flash drive, select Format, select exFAT for the File System, and select Default Allocation Size for the Allocation Unit Size. De-selecting Quick Format is not necessary and will result in a lengthier operation. (2). Using the FDRS, reprogram the GWM by selecting GWM - Gateway Module A (GWM) Software Update. Follow all on-screen instructions carefully. (3). When prompted, connect the USB flash drive to the FDRS diagnostic scan tool. NOTE: It may take up to 30 seconds for the vehicle to recognize the USB flash drive. (4). When prompted by the FDRS, safely remove/eject the USB flash drive from the FDRS diagnostic scan tool. Close all of the vehicle's doors and plug in the USB flash drive into the USB media hub in the vehicle. The vehicle will recognize the USB flash drive and allow up to 10 minutes for the update to start automatically. (5). Next the SYNC touchscreen will prompt to restart the vehicle. With the USB flash drive still in the vehicle, turn the vehicle ignition OFF and keep all of the vehicle's doors closed and allow the vehicle to power down for at least 5 minutes. The SYNC touchscreen may stay turned on for a few more seconds after turning off the vehicle. (6). With the USB flash drive still in the vehicle and after waiting 5 minutes with all of the vehicle's doors closed, turn the vehicle ignition ON. Allow the vehicle to power on and look for a Update Successful pop up in the vehicle SYNC touchscreen. If a Restart Is Required message pops up again, this may be due to having the vehicle's doors open when turning off the ignition. (7). Once the pop-up stating Update Successful appears in the SYNC screen, select Close, remove the USB flash drive from the USB media hub and connect it to the FDRS diagnostic scan tool, and select OK on the FDRS. This initiates the remaining automated configuration steps and reports the GWM assembly, vehicle interface processor (VIP), calibration, customer interface processor (CIP), and application software levels to the Ford online database. Failure to follow this step results in an inaccurate database as well as omitted, improperly installed, or improperly configured applications (features) such as navigation (if equipped). It is normal for the GWM to reset during this step. 4. If a GWM software update was performed, re-run the network test on the FDRS. Is an APIM software update available? (1). Yes - proceed to Step 5. (2). No - this article does not apply. Refer to WSM, Section 415-00. NOTE: A blank 64GB or larger USB flash drive is required for APIM software update. Make sure the USB flash drive being used is formatted correctly. To see the available drives, hold down the Windows icon keyboard key and press the E keyboard key. Right click on the USB flash drive and select Properties. If File System under the General tab is not exFAT, the drive must be formatted. To format the USB flash drive, right click on the USB flash drive, select Format, select exFAT for the File System, and select Default Allocation Size for the Allocation Unit Size. Make sure the Quick Format box is selected. If it is not selected, it will result in a lengthier operation. 5. Verify a battery charger connected to the vehicle's 12 volt battery. Set the charger to maintain 12.6-13.6 volts. 6. Close all doors on the vehicle. Locking the latch mechanically while the door is open will simulate a closed door. 7. Download and run the APIM Software Update application on the FDRS and follow the on-screen prompts. If any error conditions are experienced during programming, refer to WSM Section 418-01A > General Procedures > Module Programming for the Error Condition Table. NOTE: Downloading software to the FDRS may take up to 1 hour and saving that data to the USB flash drive may take up to 30 minutes. During this time, no interaction is needed with the FDRS. (1). Follow the FDRS prompts and install the USB flash drive into the vehicle. Wait 5 minutes for the updating prompts to show up in the sync screen. NOTE: It may take up to 5 minutes for the vehicle to recognize the USB flash drive. All doors must remain closed until the SYNC screen prompts a restart is required. To view the progress, you can drop down the updating screen in the sync screen. It make take up to 20 minutes for the vehicle to download all of the data from the USB flash drive. (2). When the USB has downloaded to the vehicle, the touchscreen indicates a message for Restart Required. The ignition needs to be turned off for 10 minutes. Keep all vehicle doors closed during this key off time. (3). After the 10 minutes and with all of the vehicle's doors closed, start the vehicle and allow another 5 minutes for the Update Successful message to appear in SYNC screen. Once the Update Successful message appears, the USB flash drive may be removed, and the doors opened. A popup indicating the software has already been installed in the vehicle may show up in the SYNC screen instead of the Update Successful message. This message should be treated as a response that the APIM software has been updated. (4). Return the USB thumb drive to the FDRS and follow the on-screen prompts to complete the procedure.

 

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TSB 22-2062 - 2021 Edge-Nautilus - Various Sync Concerns - February 25, 2022.pdf

 

Edited July 11, 2022 by Haz