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

Ford Motor Company
PO Box 1904
Dearborn, Michigan 48121

May 23, 2024
TO:

All U.S. Ford and Lincoln Dealers

SUBJECT:

NEW VEHICLE RECOMMENDED DEMONSTRATION / DELIVERY HOLD
Customer Satisfaction Program 24P14
Certain 2024 Model Year Nautilus
Vehicle Dynamics Control Module (VDM) Software Update

PROGRAM TERMS
This program will be in effect through May 31, 2025, for vehicles within the new bumper-to-bumper
warranty coverage period.
AFFECTED VEHICLES
Vehicle

Model Year

Assembly Plant

Build Dates

Nautilus

2024

Hangzhou

September 04, 2022 through April 26, 2024

US population of affected vehicles: 12,598. Affected vehicles are identified in OASIS.
Note: Some vehicles may be in the process of being repaired at the plant or over the air with Ford
Software Updates. Monitor OASIS before opening an RO and/or beginning a repair. Parts purchased
for an FSA can be returned for credit if required. See the EXCESS STOCK RETURN details in
Attachment II for more information.
REASON FOR THIS PROGRAM
In some of the affected vehicles, the Vehicle Dynamics Module (VDM) may stay awake and
unintentionally keep the Controller Area Network (CAN) active. This may result in a battery drain and
a vehicle no-start condition.
SERVICE ACTION
NOTE: It is recommended this service action is completed before demonstrating or delivering any
new in-stock vehicles involved in this program.
NOTE: Customer satisfaction P-type programs are to be performed on impacted vehicles already in
for other service work (either mobile repair or in dealership).
Dealers are to reprogram the VDM software to the latest level using the Ford Diagnosis and Repair
System (FDRS).
• This service must be performed on all affected vehicles at no charge to the vehicle owner.
• For new vehicle storage guidelines, refer to EFC13033, Storage Guidelines for New Vehicles.

 Copyright 2024 Ford Motor Company

OVER-THE-AIR (OTA) UPDATES (FORD / LINCOLN SOFTWARE UPDATE):
• In addition to you being able to update vehicles now using FDRS, Ford is planning to deploy
an OTA software update in the third quarter of 2024.
• Before scheduling service for an OTA-capable vehicle, please verify through PTS that the FSA
is still open (OASIS) and that the vehicle has not already received the OTA update.
1. Verify FSA is still open by viewing the “Outstanding Field Service Actions” on the
OASIS results page on PTS. (Note: If the OTA update was recently downloaded onto
the vehicle the FSA may still show as open)
2. If the FSA is still open in the Outstanding Field Service Actions section, proceed to the
tab titled “Connected Vehicle”. In the “Over The Air Update 60 Day History”, you can
determine if an OTA update occurred on the affected module by viewing the
“Completion Status”, which should show “Campaign Successful”. The “Release Notes”
will also indicate that the campaign was successfully downloaded onto the vehicle.
(Note: the FSA may still show as open in the Outstanding Field Service Actions section
of PTS even though the OTA update was successfully downloaded onto the vehicle.
This FSA will eventually be removed from the Outstanding Field Service Actions
screen of PTS.)
OWNER NOTIFICATION MAILING SCHEDULE
Owner letters will not be mailed for this program.
ATTACHMENTS
• Administrative Information
• Labor Allowances and Parts Ordering Information
• Technical Information
• Mobile Service Repair Assessment
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
Customer Satisfaction Program 24P14
MOBILE SERVICE REPAIR ASSESSMENT LEVEL
•

All repairs in this program have the following assessment level:
•

- Not a Mobile Service Repair by itself.
Customer satisfaction P-type programs are to be performed on impacted vehicles already in
for other service work (either mobile repair or in dealership) and Remote Experience
reimbursement for just this repair is not allowed.

OASIS ACTIVATION
OASIS will be activated on May 23, 2024.
FSA VIN LISTS ACTIVATION
FSA VIN Lists will not be activated for 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
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

 Copyright 2024 Ford Motor Company

Administrative Information
Page 2 of 2
Customer Satisfaction Program 24P14
CLAIMS PREPARATION AND SUBMISSION
• Technician Competency Requirement: The STST Competency 10 certification requirement
in the U.S. market only will be enforced starting with repair orders opened on or after April 1,
2024. FSA repairs will reject if the repairing technician is not certified in STST Competency 10
FSA. See EFC14251 for more details.
• 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: 24P14
 Customer Concern Code (CCC): C26 - Weak or low electrical power
 Condition Code (CC): 04 - Software Revision/Flash Module
 Causal Part Number: 18B008, 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
Customer Satisfaction Program 24P14
LABOR ALLOWANCES
Description
Reprogram the VDM software to the latest level using the FDRS
PARTS REQUIREMENTS / ORDERING INFORMATION
Parts are not required to complete this repair.

 Copyright 2024 Ford Motor Company

Labor
Operation

Labor Time

24P14B

0.3 Hours

TECHNICAL INSTRUCTIONS
PAGE 1 OF 3
CUSTOMER SATISFACTION PROGRAM 24P14

CERTAIN 2024 MODEL YEAR NAUTILUS VEHICLES — VEHICLE DYNAMICS
CONTROL MODULE (VDM) SOFTWARE UPDATE
SERVICE PROCEDURE
IMPORTANT! The Service Technician Specialty Training (STST) Competency 10 certification

requirement, for U.S. market only, will be enforced starting with repair orders
opened on or after April 1, 2024. Field Service Action (FSA) repairs will reject if the
repairing technician is not certified in STST Competency 10 FSA. See Electronic

Field Communication (EFC) 14251 for more details.

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 RH (right-hand) side of the screen, select the SW Updates tab.

CPR © 2024 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
05/2024

TECHNICAL INSTRUCTIONS
PAGE 2 OF 3
CUSTOMER SATISFACTION PROGRAM 24P14

6. From the list on the RH side of the screen, select VDM - Vehicle Dynamics Control Module (VDM)
Software Update. See Figure 1.

2414A

FIGURE 1
7. Click RUN. Follow all on-screen instructions carefully.
8. From the list on the RH side of the screen, select Self-Test and click RUN.
9. Click the Run Selected Tests button in the lower right.
10. Click the Clear & Retest button at the top of the screen to clear DTCs in all modules.
11. Disconnect the battery charger from the 12V battery once the programming has completed.

STUD FOR
MISSING NUT
STUD FOR
MISSING NUT
STUD FOR
MISSING NUT
PLACE COPY HERE
PLACE COPY HERE
PLACE COPY HERE

CPR © 2024 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
05/2024

TECHNICAL INSTRUCTIONS
PAGE 3 OF 3
CUSTOMER SATISFACTION PROGRAM 24P14

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
05/2024

Mobile Service Repair Assessment
Page 1 of 2
Customer Satisfaction Program 24P14
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 of 2
Customer Satisfaction Program 24P14
– 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