Stacy L. Balzer
Director
Service Engineering Operations
Ford Customer Service Division

Ford Motor Company
PO Box 1904
Dearborn, Michigan 48121

January 19, 2024

TO:

All U.S. Ford and Lincoln Dealers

SUBJECT:

Update Before Sale 23U11
Certain 2024 Nautilus Vehicles
HVAC Software Update for Electro-Mechanical Register Position Memory
Retention

PROGRAM TERMS
This program will be in effect through January 31, 2025 for unsold vehicles, or up to 60 days post the
warranty start date (to allow for sales reporting and claim processing).
AFFECTED VEHICLES
Vehicle

Model Year

Assembly Plant

Build Dates

Nautilus

2024

Hangzhou

September 15, 2023 through November 29, 2023

US population of affected vehicles: 3,686. Affected vehicles are identified in OASIS and FSA VIN
Lists.
REASON FOR THIS PROGRAM
In all of the affected vehicles, the electro-mechanical registers (front air vents) may not return to the
last set position when in manual change or free adjustment mode after the ignition is turned off.
SERVICE ACTION
Dealers are to update the Heating, Ventilating and Air Conditioning (HVAC) module to the latest
software level using the Ford Diagnosis and Repair System (FDRS) release 38.5.7 or higher following
the Technical Information instructions. This service must be performed on all affected vehicles at no
charge to the vehicle owner.
OWNER NOTIFICATION MAILING SCHEDULE
Owner letters will not be mailed for this program.
ATTACHMENTS
• Administrative Information
• Labor Allowances and Parts Ordering Information
• Technical Information
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
System (PTS) website using the SSSC link listed at the bottom of the OASIS VIN report screen or
listed under the SSSC tab.
Sincerely,
Stacy L. Balzer
 Copyright 2024 Ford Motor Company

Administrative Information
Page 1 of 2
Update Before Sale 23U11
OASIS ACTIVATION
OASIS will be activated on January 19, 2024.
FSA VIN LISTS ACTIVATION
FSA VIN Lists will be available through https://web.fsavinlists.dealerconnection.com on January 19,
2024.
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
• Correct affected vehicles identified in OASIS which are brought to your dealership within the
applicable bumper-to-bumper warranty coverage period.
• 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.
BRANDED / SALVAGED TITLE VEHICLES
Affected branded / salvaged title 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 Lincoln vehicles – 4 years or 50,000 miles
• For vehicles outside new vehicle bumper-to-bumper warranty coverage, submit an Approval
Request to the SSSC Web Contact Site before completing the repair.

 Copyright 2024 Ford Motor Company

Administrative Information
Page 2 of 2
Update Before Sale 23U11
CLAIMS PREPARATION AND SUBMISSION
• Claim Entry: Enter claims using Dealer Management System (DMS) or One Warranty
Solution (OWS) online.
o When entering claims:
 Claim type 31: Field Service Action.
 Sub Code: 23U11
 Customer Concern Code (CCC): C35
 Condition Code (CC): 04
 Causal Part Number: 18C612, Quantity 0.
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 the same claim type and subcode as described in Claim
Entry above.
IMPORTANT: Click the Related Damage Indicator radio button.

 Copyright 2024 Ford Motor Company

Labor Allowances and Parts Ordering Information
Page 1 of 1
Update Before Sale 23U11
LABOR ALLOWANCES
Description
Update HVAC module using FDRS

Labor Operation

Labor Time

23U11B

0.3 Hours

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

 Copyright 2024 Ford Motor Company

TECHNICAL INSTRUCTIONS
PAGE 1 OF 3
CUSTOMER SATISFACTION PROGRAM 23U11

CERTAIN 2024 MODEL YEAR NAUTILUS VEHICLES – HEATING, VENTILATION
AND AIR CONDITIONING (HVAC) CONTROL MODULE REPROGRAMMING
SERVICE PROCEDURE
Module Programming
NOTE: Program appropriate vehicle modules before performing diagnostics and clear all Diagnostic
Trouble Codes (DTCs) after programming. For DTCs generated after programming, follow normal
diagnostic service procedures.
1. Connect a battery charger to the 12 Volt (V) battery.
• Use of a heavy-duty charger is recommended to maintain proper battery voltage during this
procedure.
NOTE: Verify the negative cable of the charger is installed on a chassis or engine ground and not
the 12V 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 (VCM) is properly
connected to the Data Link Connector (DLC).
2. Log into 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.
3. 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.
4. Select Toolbox tab.
5. From the list on the LH side of the screen, select the HVAC.
6. From the list on the RH side of the screen, select HVAC - Heating, Ventilation and Air Conditioning
(HVAC) Control Module Software Update.
7. Click RUN. Follow all on-screen instructions carefully.
8. Check and clear codes.

CPR © 2024 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
01/2024

TECHNICAL INSTRUCTIONS
PAGE 2 OF 3
CUSTOMER SATISFACTION PROGRAM 23U11

9. Disconnect the battery charger from the 12V battery once the programming has completed.
10. Turn the ignition switch to the ON position, confirm the climate power button on the IVI screen can be
turned on. See Figure 1.

Climate Power
Button

23770A

FIGURE 1
Important Information for Module Programming

NOTE: When programming 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
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 the Vehicle Communication Module II (VCM II)/Vehicle Communication Module III (VCM III) or
the Vehicle Communication and Measurement Module (VCMM) and the 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.
• Turn the accessories back on after programming has completed.
• Disconnect/depower any aftermarket accessories (remote start, alarm, power inverter, CB radio,etc.).
• Follow all scan tool on-screen instructions carefully.
STUD FOR
• Disable FDRS/scan tool sleep mode, screensaver, hibernation modes.
• Create all sessions key on engine off (KOEO). Starting the vehicle before creating a sessionMISSING
will causeNUT

errors within the programming inhale process.
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CPR © 2024 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
01/2024

TECHNICAL INSTRUCTIONS
PAGE 3 OF 3
CUSTOMER SATISFACTION PROGRAM 23U11

Recovering a module when programming has resulted in a blank module
a. Disconnect the VCM II/VCM III or the VCMM from the data link connector (DLC) and your computer.
b. After ten seconds, reconnect the VCMII/VCMIII or the VCMM to the DLC and the PC. Launch FDRS.
The VCMII/VCMIII or the VCMM icon should turn green in the bottom right corner of the screen. If it
does not, troubleshoot the FDRS to VCM connection.
c. 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.
d. 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.
e. 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.

CPR © 2024 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
01/2024