Attachment IV
Page 1 of 1

Hill Start Assist
Customer Satisfaction Program 19B12 Customer Information Sheet
The Hill Start Assist driver convenience feature on your vehicle is not enabled due to a software issue.
Hill Start Assist makes it easier to pull away when a vehicle is on a slope. When you remove your foot
from the brake pedal Hill Start Assist holds the brake pressure for 2-3 seconds.
Currently the update cannot be completed on your vehicle to resolve this concern. Ford Motor
Company is working on a solution and you will be notified by mail when the update is available.

 Copyright 2019 Ford Motor Company

David J. Johnson
Director
Service Engineering Operations
Ford Customer Service Division

Ford Motor Company
P. O. Box 1904
Dearborn, Michigan 48121

July 24, 2019

TO:

All U.S. Ford and Lincoln Dealers

SUBJECT:

Customer Satisfaction Program 19B12
Certain 2019 Model Year Explorer – Supplement #1
Anti-lock Brake System Module Software Update

New! REASON FOR THIS SUPPLEMENT
•
•
•

Removal of the New Vehicle Demonstration/Delivery Hold
Provides a Customer Information Sheet for vehicles that are unable to have the ABS module
updated
Labor Operation provided for vehicles that are unable to have the ABS module updated (will
not close Field Service Action)

PROGRAM TERMS
This program will be in effect through June 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.
New! 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) 114.03 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.
NOTE: On some vehicles, the option to program the ABS module may not be available, which
engineering is aware of and is currently working on a repair. For customer owned vehicles where
programming the ABS module cannot be performed, provide the owner with the Customer Information
Sheet and advise that they will be notified when programming is available. For stock units please
continue to monitor OASIS for updates.

 Copyright 2019 Ford Motor Company

New! OWNER NOTIFICATION MAILING SCHEDULE
Owner letters will be mailed when the software update is available for all vehicles. Dealers should
repair any affected vehicles that arrive at their dealerships, whether or not the customer has received
a letter.
New! ATTACHMENTS
Attachment I:
Administrative Information
Attachment II:
Labor Allowances and Parts Ordering Information
Attachment III:
Technical Information
Attachment IV:
Customer Information Sheet
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

 Copyright 2019 Ford Motor Company

ATTACHMENT I
Page 1 of 2
Customer Satisfaction Program 19B12 – Supplement #1
Certain 2019 Model Year Explorer
Anti-lock Brake System Module Software Update
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.
o Ford vehicles – 3 years or 36,000 miles

 Copyright 2019 Ford Motor Company

ATTACHMENT I
Page 2 of 2
Customer Satisfaction Program 19B12 – Supplement #1
Certain 2019 Model Year Explorer
Anti-lock Brake System Module Software Update
CLAIMS PREPARATION AND SUBMISSION
•

•

Claim Entry: Enter claims using Dealer Management System (DMS) or One Warranty
Solution (OWS) online.
o When entering claims, select claim type 31: Field Service Action. The FSA number
19B12 is the sub code.
o 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.

 Copyright 2019 Ford Motor Company

ATTACHMENT II
Page 1 of 1
Customer Satisfaction Program 19B12 – Supplement #1
Certain 2019 Model Year Explorer
Anti-lock Brake System Module Software Update
New! LABOR ALLOWANCES
Description

Labor Operation

Labor Time

Reprogram ABS module using IDS 114.03 or higher.

19B12B

0.3 Hours

Unable to reprogram ABS module (ABS option not available
on IDS, this will not close the FSA).

19B12ZZ

0.3 Hours

PARTS REQUIREMENTS / ORDERING INFORMATION
Parts are not required to complete this repair.

 Copyright 2019 Ford Motor Company

ATTACHMENT III
PAGE 1 OF 2
CUSTOMER SATISFACTION RECALL 19B12-S1

CERTAIN 2019 MODEL YEAR EXPLORER VEHICLES — ANTI-LOCK BRAKE
SYSTEM (ABS) MODULE SOFTWARE UPDATE
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.
1. Connect a battery charger to the 12V battery.
NOTE: Make sure the Integrated Diagnostic Software (IDS) computer does not enter sleep mode during
programming.
2. Reprogram the Anti-Lock Brake System Module (ABS) using IDS release 114.03 or higher. Make sure
you are connected to the Internet prior to reprogramming. If ABS module selection is not available
in IDS Module Reprogramming this repair cannot be performed. Reference Dealer Bulletin for
customer handling and applicable labor operation information.

NOTE: Calibration files may also be obtained at www.motorcraftservice.com.
NOTE: Follow the IDS on-screen instructions to complete the reprogramming procedure.
3. Disconnect the battery charger from the 12V battery once the reprogramming has completed.

CPR © 2019 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
07/2019

ATTACHMENT III
PAGE 2 OF 2
CUSTOMER SATISFACTION RECALL 19B12-S1

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!
a. Obtain the original IDS that was used when the programming error occurred during module
reprogramming (MR) or programmable module installation (PMI).
b. Disconnect the VCM from the data link connector (DLC) and the IDS.
c. 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.

d. 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.
e. Once the session is loaded, the failed process should resume automatically.
f. If programming does not resume automatically, proceed to the Module Programming menu and select
the previously attempted process, PMI or MR.
g. Follow all on-screen prompts/instructions.
h. 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.

CPR © 2019 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
07/2019