New Vehicle Delivery Hold Customer Satisfaction Program 21B06 - Instrument Panel Cluster Module Software Update (21B06)
Reference number: 21B06
NEW VEHICLE DELIVERY HOLD CUSTOMER SATISFACTION PROGRAM 21B06 - INSTRUMENT PANEL CLUSTER MODULE SOFTWARE UPDATE
SERVICE CAMPAIGN BULLETIN
| FORD: | 2021 F-150 |
NEW VEHICLE DELIVERY HOLD CUSTOMER SATISFACTION PROGRAM 21B06
SUBJECT
NEW VEHICLE DELIVERY HOLD Customer Satisfaction Program 21B06
Certain 2021 Model Year F-150 Vehicles
Instrument Panel Cluster Module Software Update
PROGRAM TERMS
This program will be in effect through January 31, 2022. There is no mileage limit for this program.
AFFECTED VEHICLES
| Vehicle | Model Year | Assembly Plant | Build Dates |
|---|---|---|---|
| F-150 | 2021 | Dearborn | January 10, 2020 through December 15, 2020 |
| Kansas City | February 16, 2020 through December 12, 2020 |
Affected vehicles are identified in OASIS and FSA VIN Lists.
REASON FOR THIS PROGRAM
In all of the affected vehicles, the Instrument Panel Cluster (IPC) module could exhibit a reset whenever it is requested to display any text that starts with "nan". This issue may occur for text received from the audio unit (SYNC) such as navigation street name, incoming caller name or artist name/song title that starts with "nan". An IPC module reset may result in the IPC display and gauges to be momentarily inoperative.
SERVICE ACTION
Before demonstrating or delivering any new in-stock vehicles involved in this program, dealers are to reprogram the IPC module using the Ford Diagnostic and Repair System (FDRS). This service must be performed on all affected vehicles at no charge to the vehicle owner.
OWNER NOTIFICATION MAILING SCHEDULE
Owner letters are expected to be mailed the week of February 1, 2021. 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 Letter
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
ATTACHMENT I
NEW VEHICLE DELIVERY HOLD
Customer Satisfaction Program 21B06
Certain 2021 Model Year F-150 Vehicles
Instrument Panel Cluster Module Software Update
OASIS ACTIVATION
OASIS will be activated on January 25, 2021.
FSA VIN LISTS ACTIVATION
FSA VIN Lists will be available through https://web.fsavinlists.dealerconnection.com on January 25, 2021. Owner names and addresses will be available by February 16, 2021.
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
- For vehicles outside new vehicle bumper-to-bumper warranty coverage, submit an Approval Request to the SSSC Web Contact Site prior to completing the repair.
CLAIMS PREPARATION AND SUBMISSION
- Claim Entry
: Enter claims using Dealer Management System (DMS) or One Warranty Solution (OWS) online.
- When entering claims:
- Claim type 31: Field Service Action. The FSA number 21B06 is the sub code.
- Customer Concern Code (CCC): G32
- Condition Code (CC): 42
- Causal Part Number: 10849
- Part Quantity: 0
- For additional claims preparation and submission information, refer to the Recall and Customer Satisfaction Program (CSP) Repairs in the OWS User Guide.
- When entering claims:
- 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.
ATTACHMENT II
NEW VEHICLE DELIVERY HOLD
Customer Satisfaction Program 21B06
Certain 2021 Model Year F-150 Vehicles
Instrument Panel Cluster Module Software Update
LABOR ALLOWANCES
| Description | Labor Operation | Labor Time |
|---|---|---|
| Program the IPC module using FDRS. (IDS cannot be used on the affected vehicles) |
21B06B | 0.3 Hours |
PARTS REQUIREMENTS/ORDERING INFORMATION
Parts are not required to complete this repair.
ATTACHMENT III
CERTAIN 2021 MODEL YEAR F-150 VEHICLES - INSTRUMENT PANEL CLUSTER MODULE SOFTWARE UPDATE
SERVICE PROCEDURE
Module Programming
- Connect a battery charger to the 12V battery.NOTE: Verify that the negative cable of the charger is installed on a chassis or engine ground, and not the 12 volt battery negative terminal to prevent the battery saver mode from activating on the vehicle.NOTE: If the diagnostic software does not load or if the vehicle cannot be identified properly, make sure there is a good internet connection and the Vehicle Communication Module II (VCM II) is properly connected to the Data Link Connector (DLC).NOTE: Make sure the Ford Diagnostic and Repair System (FDRS) does not enter sleep mode during module configuration.
- Launch Ford Diagnostic and Repair System (FDRS).NOTE: Vehicle information is automatically retrieved by the diagnostic software and a Network Test is run. Vehicle identification data appears on the screen when this is complete.
- Click 'Read VIN from Vehicle' or manually enter the Vehicle Identification Number (VIN).NOTE: Available modules are shown on the left hand (LH) side of the screen, and available procedures are listed on the right hand (RH) side of the screen. Modules that are communicating are highlighted in green.
- Select Toolbox tab.
- From the list on the LH side of the screen, select IPC.
- From the list on the RH side of the screen, select IPC - Instrument Panel Cluster (IPC) Software Update.
- Click RUN. Follow all on-screen instructions carefully.
- From the list on the RH side of the screen, select Self-Test and click RUN.
- Click the Run Selected Tests button in the lower right.
- Click the Clear & Retest button at the top of the screen to clear Diagnostic Trouble Codes (DTC's) in all modules.
- Disconnect the battery charger from the 12V battery.
- The repair is complete.
Important Information for Module Programming
- Make sure the 12V battery is fully charged before carrying out the programming steps and connect FDRS/scan tool to a power source.NOTE: A good internet connection is necessary to identify the vehicle and to load the diagnostic software.
- Inspect Vehicle Communication Module II (VCM II)/Vehicle Communication and Measurement Module (VCMM) 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 FDRS/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
- Disconnect the VCMII or VCMM from the data link connector (DLC) and your PC.
- After ten seconds, reconnect the VCMII/VCMM to the DLC and the PC. Launch FDRS. The VCMII/VCMM icon should turn green in the bottom right corner of the screen. If it does not, troubleshoot the FDRS to VCM connection.
- If you are using the same FDRS as the initial programming attempt, select the appropriate VIN from the Vehicle Identification menu. If you are using a different FDRS, select "Read VIN from Vehicle" and proceed through the Network Test.
- In the Toolbox menu, navigate to the failed module and Download/Run Programmable Module Installation (PMI). Follow the on-screen prompts. When asked if the original module is installed, select "No" and continue through the installation application.
- Once programming has completed, a screen may list additional steps required to complete the programming process. Make sure all applicable steps are followed in order.