NHTSA ID Number: 11001147
Manufacturer Communication Number: 24B25
TSB/Document Date: 2024-06-06
Summary
Certain 2022-2024 Model Year Expedition and Navigator Vehicles - Rear Seat Entertainment Screen Software Update
Copyright 2024 Lincoln
– A Ford Motor Company Brand
Customer Inspection Sheet
Note
before
starting:
It is very important that a stable Wi-Fi or hotspot connection is available at the vehicle for
proper Rear Seat Entertainment (RSE) screen set-up and to allow software to update.
Failure to connect to Wi-Fi or a hotspot during this procedure may result in the RSE screens
not properly auto updating.
You will also require your Amazon account information (username and password).
Step 1
With Wi-Fi or hotspot available at the vehicle, start the vehicle and ensure the RSE
screens are powered up and displaying content.
Step 2
If the RSE screens have not been set-up, follow the on-screen instructions to complete
the set-up process.
Step 3
On the profile selection screen, tap anywhere on the screen to open the Quick Access
Menu.
Step 4
With the Quick Access Menu open, follow these steps:
• Select “Settings”
• Scroll left to show and select “Devices & Software”
• Select “About”
• Select “Your TV”
Step 5
Review the Software Version of the screen you are using. The last 4 digits of the
Software Version should be “2973” or higher.
NOTE: Software Version will read as follows: Fire OS XXXX (XXXXXX/2973)
If the Software Version has been verified to be “2973” or higher, complete steps 2-5 on
the other screen.
If the Software Version is below “2973” the system will complete an auto update. This is
shown by a status message such as “Downloading Update” followed by “Installing
Update”.
Step 6
Wait approximately 15 minutes for the software update to complete. When the “Installing
Update” status changes to “Reboot” the update is complete. Select “Reboot” and wait for
the system to fully restart. This may take several minutes.
Repeat steps 3-5 to verify that the software has been updated to “2973” or higher.
Step 7
Repeat steps 2-5 on the other screen.
Step 8
If both RSE screen software levels have been verified to be at “2973” or higher, no
further action is needed and the RSE screen software is up to date.
If one or both screens are not updating or you are otherwise unable to update the
software to version “2973” or higher, it is recommended to bring your vehicle to your
servicing dealership for completion of this customer satisfaction program.
Copyright 2024 Lincoln – A Ford Motor Company Brand
Mobile Repair Record
Page 1 of 1
24B25
Mobile Repair Record
VIN ____________________________ received:
☐ Mobile Repair
As outlined below for the 24B25 Field Service Action program.
☐ Mobile Repair – Date: _______________
Repair Order #
Repair Order Date
Service Manager Signature
Date
Mobile Service Repair Assessment
Page | 1
Customer Satisfaction Program 24B25
Certain 2022-2024 Model Year Expedition and Navigator Vehicles
Rear Seat Entertainment Screen Software Update
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)
Copyright 2024 Ford Motor Company
Mobile Service Repair Assessment
Page | 2
Customer Satisfaction Program 24B25
Certain 2022-2024 Model Year Expedition and Navigator Vehicles
Rear Seat Entertainment Screen Software Update
– 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
TECHNICAL INSTRUCTIONS
PAGE 1 OF 11
CUSTOMER SATISFACTION PROGRAM 24B25
CERTAIN 2022-2024 MODEL YEAR EXPEDITION AND NAVIGATOR VEHICLES
— REAR SEAT ENTERTAINMENT SCREEN SOFTWARE UPDATE
SERVICE PROCEDURE
NOTE: Before beginning this Field Service Action (FSA) the customer's Amazon information will be
needed, or customer will need to be present.
1. Turn key on, engine on.
2. Ensure that the monitors in the Rear Seat Entertainment (RSE) system are fully powered up and
displaying content.
3. Starting with the left-hand (LH) screen, is there an Amazon profile page displayed? See Figure 1.
Yes - Continue to Step 4.
No - Continue to Step 18.
24072A
FIGURE 1
CPR © 2024 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
05/2024
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CUSTOMER SATISFACTION PROGRAM 24B25
4. Tap anywhere on the screen to display the quick access menu . See Figure 2.
5. Select the Settings icon from the quick access menu. See Figure 2.
QUICK ACCESS
MENU
24072B
FIGURE 2
6. Swipe left to expose the Device & Software option and select it. See Figure 3.
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24072C
FIGURE 3
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CPR © 2024 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
05/2024
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CUSTOMER SATISFACTION PROGRAM 24B25
7. Once on the Device & Software screen, select the About option. See Figure 4.
24072D
FIGURE 4
8. The next menu that will open displays the Software Version. Are the last 4-digits of the Software
Version 2973 or higher? See Figure 5.
NOTE: Software update will read as follows: Fire OS XXXX (XXXXXX/2973)
Yes - Return to Step 3 to inspect the right-hand (RH) monitor.
No - Continue to Step 9 to update software.
NOTE: If both monitors have been inspected and verified to have the latest software version, this Field
Service Action (FSA) is complete.
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24072E
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FIGURE 5
CPR © 2024 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
05/2024
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TECHNICAL INSTRUCTIONS
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CUSTOMER SATISFACTION PROGRAM 24B25
NOTE: Ensure that the monitor is connected to a network.
9. If your software is outdated, it will automatically start downloading the new software. This is shown by
a status message such as "Downloading Update" followed by "Installing Update"
NOTE: Messages display quickly on the screen.
10. Wait approximately 15 minutes for the software update to complete. Once the "Installing Update"
status changes to "Reboot", the update is complete.
11. Select "Reboot", wait for the system to fully restart. This may take several minutes.
12. Tap anywhere on the screen to display the quick access menu . See Figure 6.
13. Select the Settings icon from the quick access menu. See Figure 6.
QUICK ACCESS
MENU
24072B
FIGURE 6
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CPR © 2024 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
05/2024
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TECHNICAL INSTRUCTIONS
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CUSTOMER SATISFACTION PROGRAM 24B25
14. Swipe left to expose the Device & Software option and select it. See Figure 7.
24072C
FIGURE 7
15. Once on the Device & Software screen, select the About option. See Figure 8.
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24072D
FIGURE 8
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DEARBORN, MICHIGAN 48121
05/2024
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CUSTOMER SATISFACTION PROGRAM 24B25
16. The next menu that will open displays the Software Version. Are the last 4-digits of the Software
Version 2973 or higher? See Figure 5.
24072F
FIGURE 9
17. Return to Step 3 to inspect the RH monitor.
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CPR © 2024 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
05/2024
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CUSTOMER SATISFACTION PROGRAM 24B25
Initial User Set-up
18. From the "Choose Your Language" screen, select the desired language. See Figure 10.
24072G
FIGURE 10
19. Pair the Bluetooth remote control provided. This is optional and can be done later. See Figure 11.
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24072H
FIGURE 11
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DEARBORN, MICHIGAN 48121
05/2024
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CUSTOMER SATISFACTION PROGRAM 24B25
20. Select an available network (hotspot) of your choice to obtain WiFi connectivity.
21. Sign into the customer's Amazon account (or have the customer do so if they are available).
22. Follow the prompts to continue to the log-in process.
23. Select the appropriate "Left TV" or "Right TV" based on the position of the monitor. Select "Continue".
See Figure 12.
24072J
FIGURE 12
24. Continue through the Amazon prompts and streaming services.
25. Review the Welcome screen tips, and select "Got It". See Figure 13.
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24072K
FIGURE 13
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CUSTOMER SATISFACTION PROGRAM 24B25
26. Select desired profile (only if multiple profiles have been set-up in the Amazon account).
27. Verify the software version by tapping anywhere on the screen to display the quick access menu.
See Figure 14.
28. Select the Settings icon from the quick access menu. See Figure 14.
QUICK ACCESS
MENU
24072B
FIGURE 14
29. Swipe left to expose the Device & Software option and select it. See Figure 15.
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NUT
24072C
FIGURE 15
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CPR © 2024 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
05/2024
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CUSTOMER SATISFACTION PROGRAM 24B25
30. Once on the Device & Software screen, select the About option. See Figure 16.
24072D
FIGURE 16
31. The next menu that will open displays the Software Version. See Figure 17.
NOTE: Software update will read as follows: Fire OS XXXX (XXXXXX/2973)
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FIGURE 17
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DEARBORN, MICHIGAN 48121
05/2024
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CUSTOMER SATISFACTION PROGRAM 24B25
32. If your software is outdated, it will automatically start downloading the new software. This is shown by
a status message such as "Downloading Update" followed by "Installing Update"
NOTE: Messages display quickly on the screen.
33. Wait approximately 15 minutes for the software update to complete. Once the "Installing Update"
status changes to "Reboot", the update is complete.
34. Select "Reboot", wait for the system to fully restart. This may take several minutes.
35. Tap anywhere on the screen to display the quick access menu . See Figure 6.
36. Repeat steps 27-31 again to verify that the software version is now 2973 or higher.
37. Return to Step 3 and follow the procedures to do the RH screen.
CPR © 2024 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
05/2024
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TSB/Document ID: 24B25
Replacement Service Bulletin Number:
MFR Communication Date: 2024-05-16
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Communication Type: Service Bulletin/Repair Instructions
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