Service Engineering Operations
Ford Customer Service Division

Ford Motor Company
PO Box 1904
Dearborn, Michigan 48121

October 2, 2024

TO:

All U.S. Ford and Lincoln Dealers

SUBJECT:

NEW VEHICLE RECOMMENDED DEMONSTRATION / DELIVERY HOLD
Customer Satisfaction Program 24B54
Certain 2024 Model Year Nautilus Vehicles
Update Infotainment Software
NEW VEHICLE RECOMMENDED DEMONSTRATION / DELIVERY HOLD
Customer Satisfaction Program 24B09
Dated March 11, 2024

REF:

PROGRAM TERMS
This program will be in effect through October 31, 2025. There is no mileage limit for this program.
AFFECTED VEHICLES
Vehicle

Model Year

Assembly Plant

Build Dates

Nautilus

2024

Hangzhou

April 4, 2023 through July 8, 2024

US population of affected vehicles: 30,620. Affected vehicles are identified in OASIS and FSA VIN
Lists.
Note: Some vehicles may be in the process of being repaired at the plant. Monitor OASIS before
opening an RO and/or beginning a repair.
REASON FOR THIS PROGRAM
An Accessory Protocol Interface Module (APIM) software update has been released to address
potential software reboot, freeze, and performance concerns while using the infotainment system. The
update will provide several feature and quality refinements.
SERVICE ACTION
Before demonstrating or delivering any new in-stock vehicles involved in this program, it is
recommended that dealers update the software in the APIM, Gateway Module (GWM), and
Telematics Control Unit (TCU) to the latest version. 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.
To assist vehicle owners to have this repair completed when software is available, dealers should:
• Arrange to pick up the owner’s vehicle and drive it to the dealership for repair
o Re-deliver the owner’s vehicle after repairs have been completed
• Pick-Up & Delivery should be made available for all customers. Refer to the Rental and
Claiming sections for further details.
OVER-THE-AIR (OTA) UPDATES (LINCOLN SOFTWARE UPDATE):
• In addition to dealers being able to update vehicles using FDRS, Lincoln is planning to deploy
an OTA software update in the 4th 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.
 Copyright 2024 Ford Motor Company

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
Owners’ letters are expected to be mailed the week of October 14, 2024. Owners will be given the
option of installing the software update themselves, or they can have their dealer perform the service
for them.
ATTACHMENTS
• Administrative Information
• Labor Allowances and Parts Ordering Information
• Technical Instructions
• Mobile Service Repair Assessment
• Vehicle Pick-Up & Delivery Record
• Owner Notification Letter
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.
Customer Service Division

 Copyright 2024 Ford Motor Company

Administrative Information
Page 1 of 2
Customer Satisfaction Program 24B54
MOBILE SERVICE REPAIR ASSESSMENT LEVEL
• All repairs in this program have the following assessment level:
- Not a Mobile Service Repair
OASIS ACTIVATION
OASIS will be activated on October 2, 2024.
FSA VIN LISTS ACTIVATION
FSA VIN Lists will be available through https://web.fsavinlists.dealerconnection.com on October 2,
2024. Owner names and addresses will be available by October 14, 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
• Owners of affected vehicles will be directed to dealers for repairs. Ford is also planning to
deploy an OTA software update in the 4th Quarter of 2024.
• Immediately contact any of your affected customers whose vehicles are not on your VIN list
but are identified in OASIS. Give the customer a copy of the Owner Notification Letter (when
available) and schedule a service date.
• Correct other affected vehicles identified in OASIS which are brought to your dealership.
• 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.
LINCOLN PICK-UP & DELIVERY
Owners of Lincoln vehicles within a 4 year / 50,000-mile warranty have the option of requesting PickUp & Delivery service with a Lincoln loaner (up to 2 days), from their dealership. For details, reference
EFC14054, 2024 Lincoln Pick-Up & Delivery Updates.
• For Lincoln vehicles outside of 4 years / 50,000-mile warranty, see labor claiming table below.

 Copyright 2024 Ford Motor Company

Administrative Information
Page 2 of 2
Customer Satisfaction Program 24B54
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 FSAs / 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.
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: 24B54
 Customer Concern Code (CCC): A45
 Condition Code (CC): 04
 Causal Part Number: 14H522, 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.
• Lincoln Pick-Up & Delivery: Claims for Lincoln Pick-Up & Delivery with a Lincoln loaner (up
to 2 days) should be submitted on a separate line from the FSA. Refer to EFC14054,
2024 Lincoln Pick-Up & Delivery Updates for details.
o For Lincoln vehicles outside of 4 years / 50,000-mile warranty, see labor claiming table
below.

 Copyright 2024 Ford Motor Company

Labor Allowances and Parts Ordering Information
Page 1 of 1
Customer Satisfaction Program 24B54
LABOR ALLOWANCES
Description

Labor Operation

Labor Time

Update Gateway Module (GWM), APIM, and Telematics
Control Unit (TCU) software. Run Trusted Real-Time
Operation Network (TRON) application. Check for additional
GWM, APIM, and TCU updates. If no additional updates are
available, FSA is complete.

MT24B54B

M-Time up to
3.3 Hours

Lincoln vehicle PDL Allowance: Only vehicles outside of
Lincoln PDL contract coverage of 4 years/50,000 miles.
NOTE: This allowance is for dealer-performed vehicle PDL
for dealership repairs only. Can only be claimed once,
regardless of outstanding FSAs repaired.

24B54LL

0.5 Hours

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

 Copyright 2024 Ford Motor Company

TECHNICAL INSTRUCTIONS
PAGE 1 OF 5
CUSTOMER SATISFACTION PROGRAM 24B54

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

requirement in the U.S. market only will be enforced starting with repair orders

opened on or after August 31, 2024. Field Service Action (FSA) repairs will reject

and the claim will not be paid if the repairing technician is not certified in STST

Competency 10 FSA. See Electronic Field Communication (EFC)15332 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. Insert the USB flash drive to the laptop and reformat the flash drive. This needs to be done for each
vehicle programmed.
NOTE: A 32GB or larger USB flash drive is required for APIM, TCU, and GWM software updates. USB
3.0 or higher is recommended. 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:

a. Right click on the USB flash drive.

b. Select Format, select exFAT for the File System.

c. Select Default Allocation Size for the Allocation Unit Size.

d. De-selecting Quick Format is not necessary and will result in a lengthier operation.
NOTE: For the fastest file transfer speed, the use of a USB 3.2 flash drive with a compatible Gen 2 USB
3.2 laptop is recommended.
2. Turn off the engine time out feature in the center display.
a. From the center display settings menu, press Vehicle.
b. Switch 30 min Max Idle to OFF.

CPR © 2024 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
09/2024

TECHNICAL INSTRUCTIONS
PAGE 2 OF 5
CUSTOMER SATISFACTION PROGRAM 24B54

3. 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.
• The battery state of charge must be greater than 50% for 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).
NOTE: Some vehicles will require module updates to be performed before additional module updates are
available. Multiple module updates will most likely be required to complete this FSA.
4. 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.
5. 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.
6. Select Toolbox tab.
7. From the list on the LH side of the screen, select the GWM.
8. From the list on the RH side of the screen, select GWM - Gateway Module A (GWM) Software
Update.
9. Click RUN. Follow all FDRS and vehicle instructions carefully.
NOTE: Once completed, an "update unsuccessful" message may appear on the vehicle screen.
Disregard this message and proceed with this FSA.
10. Does the vehicle screen instruct to repeat the 10 minute wait?
- Yes - Wait 5 minutes. Then remove the USB flash drive from the vehicle. Proceed to the next step
following FDRS prompts.
- No - Remove the USB flash drive from the vehicle. Proceed to the next step following FDRS
prompts.
11. Insert the USB flash drive to the laptop and reformat the flash drive.

CPR © 2024 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
09/2024

TECHNICAL INSTRUCTIONS
PAGE 3 OF 5
CUSTOMER SATISFACTION PROGRAM 24B54

12. Using FDRS, from the list on the LH side of the screen, select the APIM.
NOTE: The APIM update will only show up once a successful GWM update has been performed.
13. 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.
14. Click RUN. Follow all FDRS and vehicle instructions carefully.
NOTE: APIM programming could take up to 1 hour and 15 minutes. Once the flash drive is inserted in the
vehicle no tech interaction is needed to complete.
NOTE: Once completed, an "update unsuccessful" message may appear on the vehicle screen.
Disregard this message and proceed with this FSA.
15. Does the vehicle screen instruct to repeat the 10 minute wait?
- Yes - Wait 5 minutes. Then remove the USB flash drive from the vehicle. Proceed to the next step

following FDRS prompts.
- No - Remove the USB flash drive from the vehicle. Proceed to the next step following FDRS

prompts.
16. Insert the USB flash drive to the laptop and reformat the flash drive.
17. Using FDRS, from the list on the LH side of the screen, select the TCU.
18. From the list on the RH side of the screen, select TCU - Telematics Control Unit.
19. Click RUN. Follow all FDRS and vehicle instructions carefully.
NOTE: Once completed, an "update unsuccessful" message may appear on the vehicle screen.
Disregard this message and proceed with this FSA.
20. Does the vehicle screen instruct to repeat the 10 minute wait?
- Yes - Wait 5 minutes. Then remove the USB flash drive from the vehicle. Proceed to the next step

following FDRS prompts.
- No - Remove the USB flash drive from the vehicle. Proceed to the next step following FDRS