NHTSA ID Number: 10200061
Manufacturer Communication Number: SV-ZMC-020-423
TSB/Document Date: 2021-08-21
Summary
Long-Term Storage Mode Firmware Update Service Campaign - Zero Motorcycles has determined that the battery management system (BMS) may not hibernate in model year 2017 and newer Zero SDS and Zero XMX platform motorcycles when they are stored at states of charge (SOC) less than 30%. Because the BMS does not hibernate, the power pack's SOC may drop more rapidly than desired and may reach an irrecoverable level within a 30-day period. This Long-Term Storage Mode Firmware issue has been corrected in Version 30 of the Main Brain Board (MBB) firmware and Version 37 of the BMS firmware for these motorcycles. Owners should either use the Zero Motorcycles Mobile Application to update the firmware of their motorcycles to the newest version, or they should take their motorcycles to their dealer to have them updated.
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TSB/Document ID: SV-ZMC-020-423
Replacement Service Bulletin Number:
MFR Communication Date: 2020-06-22
MFR Internal Campaign ID/Software Version:
Communication Type: Service Bulletin/Repair Instructions
NHTSA Components: ELECTRICAL SYSTEM
MFR Component System:
MFR Component Subsystem:
Previous TSB | Next TSB |
Dealer
Sales
Operator/
New
General
Vehicles
Manager
Date:
June 22, 2020
Sales
Used
Vehicles
Business
Manager
(F&I)
Service
Source: Zero Motorcycles
Customer Service Department
Parts &
Accessories
Administration
Program Period: Commencing
June 22, 2020
Long-Term Storage Mode
Firmware Update Service Campaign
Purpose
Zero Motorcycles has determined that the battery management system (BMS) may not hibernate in model
year 2017 and newer Zero SDS and Zero XMX platform motorcycles when they are stored at states of
charge (SOC) less than 30%. Because the BMS does not hibernate, the power pack’s SOC may drop more
rapidly than desired and may reach an irrecoverable level within a 30-day period. This Long-Term Storage
Mode Firmware issue has been corrected in Version 30 of the Main Brain Board (MBB) firmware and
Version 37 of the BMS firmware for these motorcycles. Owners should either use the Zero Motorcycles
Mobile Application to update the firmware of their motorcycles to the newest version, or they should take
their motorcycles to their dealer to have them updated.
Owners and dealers are reminded that they should also continue to follow the Zero Motorcycles Charging
Recommendations, which will avoid the irrecoverable discharge of their power packs. These
recommendations are: For long-term storage (more than 30 days), we recommend draining the power pack
to a ~60% state of charge, and leaving the motorcycle unplugged. Check the state of charge (SoC) at least
monthly, and charge it back up to 60% if it has dropped below 30%. When you’re ready to take your
motorcycle out of storage to ride it again, plug it in for at least 24 hours to ensure optimal cell balance is
restored.
Warning: Never store your motorcycle at a state of charge of less than 30%. Leaving the power pack discharged below this level for a
prolonged period could damage the power pack and void the warranty.
Dealers are reminded that the above charging guidelines apply to motorcycles shipped from Zero
Motorcycles but left in crates or sitting on showroom floors during the winter months. In order to further
reduce the risk of anyone forgetting these guidelines, Zero Motorcycles is now shipping motorcycles with
the Low Power B+ fuse removed at an SOC of 60%. Our pre-delivery inspection procedures have been
updated to reflect this change.
Applicable Models
All model year 2017 and newer Zero SR, Zero S, Zero DSR, Zero DS, Zero FX and Zero FXS motorcycles
manufactured before June 12, 2020. The last five digits of the vehicle identification number of affected
motorcycles will be 15195 or lower.
New Firmware Versions: MBB Rev 30, BMS Rev 37.
If you have any questions, please contact the Customer Service Team.
In the Americas: 888-RUN-ZERO (888-786-9376) Ext 2
In the EMEA region: +31 (0) 72 5112014
1
SV-ZMC-020-423
Dealer
Sales
Operator/
New
General
Vehicles
Manager
Date:
June 22, 2020
Sales
Used
Vehicles
Business
Manager
(F&I)
Service
Source: Zero Motorcycles
Customer Service Department
Parts &
Accessories
Administration
Program Period: Commencing
June 22, 2020
Tools Required
Zero Motorcycles Mobile App
for Zero SDS and XMX Platform Motorcycles
OR
Zero Diagnostics Utility (ZDU) 33.9
and
Diagnostic Cables Only Service Kit Incl. IXXAT V2 (p/n 12-08081)
Parts Required
None
Mobile App Firmware Update Process Steps
1. If you are using the Zero Diagnostics Utility to update the motorcycle,
please skip to the section titled ZDU Firmware Update Process Steps.
2. If you have not previously, please download and install the Zero
Motorcycles Mobile App for Zero SDS and XMX platform motorcycles
from the iTunes App Store or Google Play Store depending on the
smart phone you are using. If you have previously downloaded and
installed the app, please make sure it is up to date. The iOS version
displayed in the About This App screen is App Version 2.0.0 (16). The
firmware update process will vary slightly based on the phone.
3. Pair the motorcycle to the smartphone. Follow the instructions
available within the app. Press the Menu button in the upper left to
access the Bluetooth Help instructions.
If you have any questions, please contact the Customer Service Team.
In the Americas: 888-RUN-ZERO (888-786-9376) Ext 2
In the EMEA region: +31 (0) 72 5112014
2
SV-ZMC-020-423
Dealer
Sales
Operator/
New
General
Vehicles
Manager
Date:
June 22, 2020
Sales
Used
Vehicles
Business
Manager
(F&I)
Service
Source: Zero Motorcycles
Customer Service Department
Parts &
Accessories
Administration
Program Period: Commencing
June 22, 2020
4. Once paired and connected to the motorcycle with the app, you
should see a “New firmware update available” alert at the top of the app
screen. Press the “Update” button.
5. The mobile app will display the Firmware Update prerequisites
screen. Note that your smart phone must be charged to greater than
40%. The motorcycle should be charged to more than 20%. The
motorcycle should NOT be plugged in and NOT charging. The
motorcycle should not be armed, which means the kickstand is down
and the run switch is off so that the motorcycle won’t move when the
throttle is applied.
Once the above prerequisites are met, press the Start Update button.
Note that the picture to the right indicates that the charger is attached. If
you find that the app indicates the charger is attached, but it is not,
press the Start Update button anyway.
If you have any questions, please contact the Customer Service Team.
In the Americas: 888-RUN-ZERO (888-786-9376) Ext 2
In the EMEA region: +31 (0) 72 5112014
3
SV-ZMC-020-423
Dealer
Sales
Operator/
New
General
Vehicles
Manager
Date:
June 22, 2020
Sales
Used
Vehicles
Business
Manager
(F&I)
Service
Source: Zero Motorcycles
Customer Service Department
Parts &
Accessories
Administration
Program Period: Commencing
June 22, 2020
6. The Firmware Update screen will display the progress of the
update, which can take as long as 30 minutes.
7. If the update process reaches the end but reports “Firmware
Update Errors,” key off the motorcycle and wait for one minute. Kill
the app. Then, key on the motorcycle and restart the app. After a few
moments, the app should show it is connected again.
If you have any questions, please contact the Customer Service Team.
In the Americas: 888-RUN-ZERO (888-786-9376) Ext 2
In the EMEA region: +31 (0) 72 5112014
4
SV-ZMC-020-423
Dealer
Sales
Operator/
New
General
Vehicles
Manager
Date:
June 22, 2020
Sales
Used
Vehicles
Business
Manager
(F&I)
Service
Source: Zero Motorcycles
Customer Service Department
Parts &
Accessories
Administration
Program Period: Commencing
June 22, 2020
8. After powering off the motorcycle and then back on after one minute,
you can check the firmware versions by pressing the Menu button in the
upper left portion of the mobile app home screen and selecting the
Firmware Update.
Note that the new versions will be MBB version 30 and BMS version 37,
which are newer than the picture to the right.
ZDU Firmware Update Process Steps
1. Confirm that you have all required tools before starting the firmware update process. If you don’t have
the latest version of the ZDU v33.9, download it from the Libraries/Customer Service Tools portion of the
Zero Motorcycles Partner Community, and install it on your diagnostic computer. Please contact the
Customer Service Team if you need assistance.
2. Connect the IXXAT USB-CAN bridge of the
Diagnostic Cables to your diagnostic computer
via the USB connections.
3. Connect the Diagnostic Cables to the motorcycle via the diagnostic port. For Zero SDS platform
motorcycles, it is under the seat on the rider’s left-hand side. For the Zero XMX platform motorcycles, it is
behind the left side front bodywork between the horn and front power pack. Consult the Service Manual,
if needed, for more information regarding port locations.
NOTE: For the MY20 motorcycles an additional OBD-II connector was added under the seats on the rider’s right-hand side. Do not use this port
as it does not support firmware updates.
If you have any questions, please contact the Customer Service Team.
In the Americas: 888-RUN-ZERO (888-786-9376) Ext 2
In the EMEA region: +31 (0) 72 5112014
5
SV-ZMC-020-423
Dealer
Sales
Operator/
New
General
Vehicles
Manager
Date:
June 22, 2020
Sales
Used
Vehicles
Business
Manager
(F&I)
Service
Source: Zero Motorcycles
Customer Service Department
Parts &
Accessories
Administration
Program Period: Commencing
June 22, 2020
4. Key on the motorcycle and run the Zero Diagnostic Utility.
5. Within the ZDU user
interface, select the Bike
Utility tab and then press
the “Connect to Bike”
button.
6. The ZDU will report the
current MBB and BMS
firmware versions.
Generally, if they are
displayed in RED, then
they are out of date. For
the purposes of this
service campaign,
motorcycles should be
updated to the following
versions or newer.
MBB: Version 30
BMS: Version 37
If you have any questions, please contact the Customer Service Team.
In the Americas: 888-RUN-ZERO (888-786-9376) Ext 2
In the EMEA region: +31 (0) 72 5112014
6
SV-ZMC-020-423
Dealer
Sales
Operator/
New
General
Vehicles
Manager
Date:
June 22, 2020
Sales
Used
Vehicles
Business
Manager
(F&I)
Service
Source: Zero Motorcycles
Customer Service Department
Parts &
Accessories
Administration
Program Period: Commencing
June 22, 2020
7. To update the
firmware, press the
“Update Firmware” button
to the right of the MBB
box, and wait for the
update to complete.
Then, press the “Update
Firmware” button to the
right of the BMS box, and
wait for the update to
complete.
If the motorcycle has
multiple BMSs, which will
be shown on the
interface, update each
individually in the same
manner.
8. After the firmware updates are complete, press the “Re-Scan Bike” button at the top of the window.
This will verify that the motorcycle has the latest firmware and the new version numbers should be
displayed in GREEN.
If you have any questions, please contact the Customer Service Team.
In the Americas: 888-RUN-ZERO (888-786-9376) Ext 2
In the EMEA region: +31 (0) 72 5112014
7
SV-ZMC-020-423
Dealer
Sales
Operator/
New
General
Vehicles
Manager
Date:
June 22, 2020
Sales
Used
Vehicles
Business
Manager
(F&I)
Service
Source: Zero Motorcycles
Customer Service Department
Parts &
Accessories
Administration
Program Period: Commencing
June 22, 2020
Timing and Reimbursement
To receive reimbursement for the work performed and parts used under this upgrade offer, the dealer must
submit a warranty claim for the replacement costs incurred that includes the following information:
• Warranty Claim Type: Service Campaign/Recall
• Fault Summary: Long-Term Storage Mode Firmware Update
• Fault Area: 75-Software
• Fault Code: 90-Service Campaign
• Service Bulletin / Recall: Long-Term Storage Mode Firmware Update
See the example below for full details.
Zero Motorcycles believes that the time that should be allotted to this work is 30 minutes (0.5 hours). We do
not reimburse any costs related to loaner or temporary replacement motorcycles or other vehicles.
If you have any questions, please contact the Customer Service Team.
In the Americas: 888-RUN-ZERO (888-786-9376) Ext 2
In the EMEA region: +31 (0) 72 5112014
8
SV-ZMC-020-423
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