and Saturday 7:00AM – 5:00PM (Eastern Time).

Thank you for your attention to this important matter.
Lincoln

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Mobile Service Repair Assessment
Page | 1
Customer Satisfaction Program 24B09
Mobile Service Repair Assessment
Assessment levels have been identified to help determine the ease of performing eligible mobile
service repairs for a Field Service Action (FSA) outside of the dealership service facility.
Dealer Bulletin
Within the Administrative Information Attachment of the dealer bulletin a mobile service repair
assessment level(s) will be provided. These assessment levels have been determined using the
amount of time, equipment and labor identified to perform the intended service action.
Assessment Levels
- Mobile Reprogramming
- Light Mobile Service
- Enhanced Mobile Service
- Advanced Mobile Service
- Wheel and Tire Mobile Service
- Not a Mobile Service Repair
Description of each level that is used to determine the overall assessment.
– Mobile Reprogramming
• Module Programming or similar type services
• Minimum tools maybe required other than an IDS/FDRS setup
• FDRS programming that requires internet connection (wi-fi or mobile hotspot)
• Make sure vehicle has a charge port to ensure battery voltage is maintained during
flashing of the module(s)
• Repairs not greater than 1 hour in length (including time to wait for programming)
Note: The location will need a charging station or wall box to maintain the 12-volt battery.
•
•
•
•

– Light Mobile Service
Interior repair procedures that do not require seat, dash, or headliner removal
Under hood repairs that do not require large component removal
Exterior repairs that do not require large component/panel removal
Repairs may require standard hand tools (Access to a Technician starter kit or similar)

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Mobile Service Repair Assessment
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Customer Satisfaction Program 24B09
– Enhanced Mobile Service
A two-person process is required anytime a procedure requires work under the
vehicle
• Brake Inspection and Brake Repair/Replacement
• Limited Suspension Component replacement (no alignment)
• Under Vehicle access for limited repairs (no large component removal)
• Vehicle Check Up - VCU
• Pre-Delivery Inspection - PDI
• Used Car Inspection/Presale Inspection
• May require floor jack, jack stands, and impact tools
Note: Wheel lock may be required.
•

•
•
•

– Advanced Mobile Service
Fluid Exchange/Oil Change
Light Repairs
Brake Hydraulic Repairs

– Wheel and Tire Mobile Service
• Tire Removal from Wheel
• Tire Balancing
• Tire Repair
Note: Specialized Mobile Service unit and equipment including Tire balancer and Tire
Changer required.
– Not a Mobile Service Repair
• Large component removal
• BEV Battery Replacement
• Requires a vehicle hoist – to complete the repair (more than inspection)
• Required vehicle alignment
• Requires significant vehicle disassembly
• Repairs greater than 2-3 hours
• Any repairs that require M-Time
• Includes a service procedure where the vehicle owner may be distressed about the state
of their vehicle

© Copyright 2024 Ford Motor Company

Pick-Up and Delivery Repair Record
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24B09

Vehicle Pick-Up and Delivery Record
VIN ____________________________ received (check one):
☐ Pick-up and/or delivery service
As outlined below for the 24B09 Field Service Action program.
☐ Pick-up

– Date: _______________

☐ Delivery

– Date: _______________

Repair Order #

Repair Order Date

Service Manager Signature

Date

© Copyright 2024 Ford Motor Company

TECHNICAL INSTRUCTIONS
PAGE 1 OF 6
CUSTOMER SATISFACTION PROGRAM 24B09

CERTAIN 2024 MODEL YEAR NAUTILUS VEHICLES — UPDATE
INFOTAINMENT SOFTWARE
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. Check the vehicle’s State Of Charge Parameter Identification Data (PID) by performing the following:
• Launch the Ford Diagnostic and Repair System (FDRS) and navigate to toolbox tab > datalogger
> BCM and select BATT SOC PID.
• Ensure that the BATT_SOC PID reads over 80%. If the PID is less than 80%, fully recharge the
vehicle's 12-volt battery using the appropriate Rotunda battery tester and charger.
• Remove the charger from the vehicle and using FDRS, navigate to toolbox tab > BCM > Reset
Battery.
• Monitor Sensor Learned Values application. Perform the BMS reset.
• Connect the Rotunda battery tester and charger and set it to maintain 12.6 to 13.6 volts. Monitor
the voltage real time using the indicator at the bottom right corner of FDRS to ensure that it is
within this range.
2. 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).
3. 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.
4. 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.

CPR © 2024 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
03/2024

TECHNICAL INSTRUCTIONS
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CUSTOMER SATISFACTION PROGRAM 24B09

NOTE: A blank 32GB or larger USB flash drive is required for APIM software update. USB 3.0 or higher
is recommended for faster file trasnfer. 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. Start a new FDRS session.
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.
6. Select Toolbox tab.
7. From the list on the LH side of the screen, select the GWM. Is there a software update available for the
Gateway Module A (GWM)?
Yes - Continue to Step 8.
No - GWM has already been updated. Continue to Step 13.
8. From the list on the RH side of the screen, select GWM - Gateway Module A (GWM) Software
Update.
9. Click RUN. Follow all on-screen instructions carefully.
10. Update will be confirmed on center screen. See Figure 1.

24048A

FIGURE 1

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DEARBORN, MICHIGAN 48121
03/2024

TECHNICAL INSTRUCTIONS
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CUSTOMER SATISFACTION PROGRAM 24B09

11. When the USB is removed from the vehicle an error screen may show. Make sure to continue with
the Field Service Action (FSA). See Figure 2.

24048B

FIGURE 2
12. From the Toolbox screen, click on Rerun Network Test. See Figure 3.

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MISSING NUT
24048C

FIGURE 3

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CPR © 2024 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
03/2024

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TECHNICAL INSTRUCTIONS
PAGE 4 OF 6
CUSTOMER SATISFACTION PROGRAM 24B09

13. From the list on the LH side of the screen, select the APIM.
14. From the list on the RH side of the screen, select APIM - Accessory Protocol Interface Module
[APIM] Software Update.
NOTE: Transfer time from computer to USB could take up to 90 minutes. However, no technician
interaction is needed once the transfer has started.
15. Click RUN. Follow all on-screen instructions carefully.
16. When the USB update has finished the successful screen will NOT appear. There will be an
unsuccessful screen. Make sure to continue with the Field Service Action (FSA). See Figure 4.

24048B

FIGURE 4

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CPR © 2024 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
03/2024

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TECHNICAL INSTRUCTIONS
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CUSTOMER SATISFACTION PROGRAM 24B09

NOTE: Once USB has been returned to the computer and the software update continues, there will be
verification that the update was successful while FDRS checks the part numbers. See Figure 5.

24048D

FIGURE 5
17. From the list on the RH side of the screen, select Self-Test and click RUN.
18. Click the Run Selected Tests button in the lower right.
19. Click the Clear & Retest button at the top of the screen to clear DTCs in all modules.

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CPR © 2024 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
03/2024

TECHNICAL INSTRUCTIONS
PAGE 6 OF 6
CUSTOMER SATISFACTION PROGRAM 24B09

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.
• 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
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
03/2024