23B21 – Gateway Module Programing – 2023 Ford F-150 Lightning

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 Copyright 2023 Ford Motor Company Ford Motor Company Ford Customer Service Division P. O. Box 1904 Dearborn, Michigan 48121 April 2023 Customer Satisfaction Program 23B21 Mr. John Sample 123 Main Street Anywhere, USA 12345 Your Vehicle Identification Number (VIN): 12345678901234567 At Ford Motor Company, we are committed not only to building high-quality, dependable products but also to building a community of happy, satisfied customers. To demonstrate that commitment, we are providing a no-charge Customer Satisfaction Program for your vehicle with the VIN shown above. Why are you receiving this notice? On your vehicle, it may be possible for the vehicle’s computers and its connectivity Gateway Module to not be able to connect to the internet. What is the effect? This may result in inoperative smart phone applications with FordPass features not functioning properly (inability to review the vehicle’s state of charge, inoperative remote start and/or inoperative remote lock and unlock). What will Ford and your dealer do? In the interest of customer satisfaction, Ford Motor Company has released new software for the Gateway Module. Your vehicle is capable of Ford Power Up Software Updates. When Automatic Software Updates are turned ON or the Gateway Module has been reset, the software will be downloaded to your vehicle over a private wi-fi network or through your vehicle’s modem through the cellular network. The software installation will happen after the download. Note: Refer to ford.com/support for further information on your Ford Power Up Software Updates system. Should the software fail to load or install properly, Ford has authorized your dealer to install 4.2.1.2 Over-The-Air (OTA) software update, free of charge (parts and labor) under the terms of this program. This Customer Satisfaction Program will be in effect until March 31, 2024, regardless of mileage. Coverage is automatically transferred to subsequent owners. How long will it take? The time needed for this software installation is approximately one hour. If you prefer to go to your dealer for the software update, the time needed for this repair is less than one-half day. However, due to service scheduling requirements, your dealer may need your vehicle for a longer period of time.  Copyright 2023 Ford Motor Company What should you do? For your convenience, Ford is encouraging you to update your vehicle’s software using Ford Power Up Software Update capabilities. By utilizing this option, you should not need to take your vehicle to your dealer unless you’re unable to successfully perform the update. Note: For vehicles already exhibiting inoperative Ford Pass and connectivity features, the Gateway Module will need to be reset to allow the Ford-Power-Up update to download to the vehicle. Follow the procedure specific to this action below to temporarily enable the Ford-Power-Up to download. Recommendation: Set-up your vehicle. Park in a well-lit area. Make sure that your vehicle is turned off, your F-150 Lighting Charge Port is Not connected, and that your vehicle is fully charged prior to proceeding to the following procedure. Follow this easy procedure: Beginning of Procedure: Procedure – Step 1: Access your vehicles body control module fuse box (in passenger footwell) Procedure – Step 2: Remove the interior trim Body Control Module cover by pulling the front of the cover towards the center of the vehicle. Procedure – Step 3: Remove (20 Amp) Fuse Number 32 for 60 seconds (1 minute) and then reinstall the Fuse. Continue on next page.  Copyright 2023 Ford Motor Company What should you do? (Continued) Procedure – Step 4: Reinstall the Body Control Module interior trim cover. End of Procedure. Note: To complete this software update you will need to confirm Automatic Software Updates are turned on (See included instructions sheet). You can look for icons on the in-vehicle screen, as well as see the progress of the update on your FordPass app or Owner website. The next time you are driving your vehicle the Automatic Software Update will be performed into your vehicle. If you choose to have your dealer install this software, please call your dealer to schedule a service appointment for Customer Satisfaction Program 23B21. Provide the dealer with your VIN, which is printed near your name at the beginning of this letter. If you do not already have a servicing dealer, you can access ford.com/support for dealer addresses, maps, and driving instructions. Ford Motor Company wants you to have this service action completed on your vehicle. The vehicle owner is responsible for making arrangements to have the work completed. NOTE: You can receive information about Recalls and Customer Satisfaction Programs through our FordPass App. The app can be downloaded through the App Store or Google Play. In addition, there are other features such as reserving parking in certain locations and controlling certain functions on your vehicle (lock or unlock doors, remote start) if it is equipped to allow control. What if you no longer own this vehicle? If you no longer own this vehicle and have an address for the current owner, please forward this letter to the new owner. You received this notice because our records, which are based primarily on state registration and title data, indicate that you are the current owner.  Copyright 2023 Ford Motor Company Can we assist you further? If you have difficulties getting your vehicle repaired promptly and without charge, please contact your dealership’s Service Manager for assistance. RETAIL OWNERS: If you have questions or concerns, please contact our Ford Customer Relationship Center at 1-866-436-7332 and one of our representatives will be happy to assist you. If you wish to contact us through the Internet, our address is: ford.com/support. For the hearing impaired call 1-800-232-5952 (TDD). Representatives are available Monday through Friday: 8:00 AM – 8:00 PM (Eastern Time). FLEET OWNERS: If you have questions or concerns, please contact our Ford Pro Contact Center at 1-800-34-FLEET, choose Option #1, and one of our representatives will be happy to assist you. If you wish to contact us through the Internet, our address is fleet.ford.com. Representatives are available Monday through Friday: 7:00 AM – 11:00 PM and Saturday 7:00 AM – 5:00 PM (Eastern Time). Thank you for your attention to this important matter. Ford Customer Service Division

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March 29, 2023

© Copyright 2023 Ford Motor Company Stacy L. Balzer Ford Motor Company Operating Director P. O. Box 1904 Service Engineering Operations Dearborn, Michigan 48121 Ford Customer Service Division March 29, 2023 TO: All U.S. Ford and Lincoln Dealers SUBJECT: Customer Satisfaction Program 23B21 Certain 2023 Model Year F-150 Lightning Gateway Module Programing PROGRAM TERMS This program will be in effect through March 31, 2024. There is no mileage limit for this program. EXPIRATION DATE This Customer Satisfaction Program has an expiration date of March 31, 2024 to encourage dealers and customers to have this service performed as soon as possible. We recommend dealers utilize their FSA VIN Lists names and address to contact customers with affected vehicles. This will help minimize the number of vehicles that may experience connectivity features that do not work, including Over The Air (OTA) updates, connected vehicle data and FordPass app connectivity. FSA VIN Lists are expected to be available on March 29, 2023. AFFECTED VEHICLES Vehicle Model Year Assembly Plant Build Dates F-150 Lightning 2023 Rouge Electrical June 10, 2022 through December 23, 2022 U.S. population of affected vehicles is 2,997. 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. 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 all of the affected vehicles, the Gateway Module (GWM) may lose internet connection. This may cause the vehicle to experience an inoperative FordPass application (inability to review the vehicle’s state of charge, inoperative remote start and/or inoperative remote lock and unlock). This may be combined with diagnostic trouble codes (DTC) U0146:09 stored in the telematics control unit (TCU) and U2402:00 and/or U2402:92 stored in the gateway module (GWM). SERVICE ACTION Dealers are to correct the condition by updating the GWM to the latest software level via a coordinated module reprogramming. This service must be performed on all affected vehicles at no charge to the vehicle owner. © Copyright 2023 Ford Motor Company OVER-THE-AIR (OTA) UPDATES (FORD POWER-UP / LINCOLN ENHANCE): • In addition to you being able to update vehicles now using FDRS, Ford deployed an OTA software update on March 20, 2023. • Before scheduling service for an OTA capable vehicle, please verify through PTS that the Field Service Action (FSA) is still open (OASIS) and 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 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 April 17, 2023. Owners will be given the option of installing the software update themselves, or they can have their dealer perform the service for them. ATTACHMENTS Attachment I: Administrative Information Attachment II: Labor Allowances and Parts Ordering Information Attachment III: Technical Information Attachment IV: Customer Handout – Ford Power-Up Software Updates 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. Sincerely, Stacy L. Balzer © Copyright 2023 Ford Motor Company ATTACHMENT I Page 1 of 2 Customer Satisfaction Program 23B21 Certain 2023 Model Year F-150 Lightning Vehicles Gateway Module Reprogramming OASIS ACTIVATION OASIS will be activated on March 29, 2023. FSA VIN LISTS ACTIVATION FSA VIN Lists will be available through https://web.fsavinlists.dealerconnection.com on March 29, 2023. Owner names and addresses will be available by May 5, 2023. 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. • 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. TITLE BRANDED / SALVAGED VEHICLES Affected title branded and salvaged 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. PICK-UP AND DELIVERY All customers affected by this program have the option of complimentary Vehicle Pick-up & Delivery service (at participating dealers) in lieu of a rental vehicle. Refer to EFC12071, 2023 Remote Experience Program, Pickup & Delivery (PDL) Offset section for details. © Copyright 2023 Ford Motor Company ATTACHMENT I Page 2 of 2 Customer Satisfaction Program 23B21 Certain 2023 Model Year F-150 Lightning Vehicles Gateway Module Reprogramming 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 Ford vehicles – 3 years or 36,000 miles • For vehicles outside new vehicle bumper-to-bumper warranty coverage, submit an Approval Request to the SSSC Web Contact Site prior to 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: 23B21 ▪ Customer Concern Code (CCC): A93 ▪ Condition Code (CC): 04 ▪ Causal Part Number: 14G490. 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 same claim type and sub code as described in Claim Entry above. IMPORTANT: Click the Related Damage Indicator radio button. • Pickup & Delivery: Refer to EFC12071, 2023 Remote Experience Program, Pickup & Delivery (PDL) Offset section for additional details. © Copyright 2023 Ford Motor Company ATTACHMENT II Page 1 of 1 Customer Satisfaction Program 23B21 Certain 2023 Model Year F-150 Lightning Vehicles Gateway Module Reprogramming LABOR ALLOWANCES Description Labor Operation Labor Time Reprogram the Gateway Module (GWM) to the latest level. 23B21B 0.4 Hour(s) PARTS REQUIREMENTS / ORDERING INFORMATION Parts are not required to complete this repair. ATTACHMENT III PAGE 1 OF 4 CUSTOMER SATISFACTION PROGRAM 23B21 CPR © 2023 FORD MOTOR COMPANY DEARBORN, MICHIGAN 48121 03/2023 CERTAIN 2023 MODEL YEAR F-150 LIGHTNING VEHICLES — INOPERATIVE FORDPASS GATEWAY MODULE PROGRAMMING SERVICE PROCEDURE Module Programming NOTE: Program appropriate vehicle modules before performing diagnostics and clear all DTCs after programming. For DTCs generated after programming, follow normal diagnostic service procedures. 1. From the vehicle settings menu disable the 30 minute max idle option. • From the center display press the vehicle settings button and turn off the 30 minute max idle setting. See Figure 1. PLACE COPY HERE STUD FOR MISSING NUT STUD FOR MISSING NUT STUD FOR MISSING NUT 21694E FIGURE 1 2. 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. ATTACHMENT III PAGE 2 OF 4 CUSTOMER SATISFACTION PROGRAM 23B21 CPR © 2023 FORD MOTOR COMPANY DEARBORN, MICHIGAN 48121 03/2023 3. Connect a battery charger to the 12V battery. NOTE: Verify that the negative cable of the charger is installed on a chassis or engine ground and not the 12 volt 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 VCM is properly connected to the DLC. NOTE: VCM 3 is recommended for improved data download time. 4. Log into Ford Diagnostic and Repair System (FDRS). Ensure FDRS is updated to the latest version at 34.5.1 or higher. NOTE: A 32GB or larger USB flash drive is required for Gateway Module (GWM) software updates. 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 • Select Default Allocation Size for the Allocation Unit Size. • De-selecting Quick Format is not necessary and will result in a lengthier operation. See Figure 2. STUD FOR MISSING NUT 21694D FIGURE 2 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. ATTACHMENT III PAGE 3 OF 4 CUSTOMER SATISFACTION PROGRAM 23B21 CPR © 2023 FORD MOTOR COMPANY DEARBORN, MICHIGAN 48121 03/2023 7. Select Software Updates tab to see updates available. 8. Are there any updates available for the GWM? Yes – Proceed to Step 9. No – This article does not apply. Refer to Workshop Manual (WSM), Section 415-00. 9. When prompted by the FDRS, connect the USB flash drive to the personal computer (PC). 10. When prompted by the FDRS, safely remove/eject the USB flash drive from the PC, turn the vehicle to Key On Engine Running (KOER), and connect the USB to the media hub to install the software update. The update starts automatically and may take 10 minutes or longer to complete. NOTE: It may take up to 5 minutes for the vehicle to recognize the USB flash drive with software update. 11. For GWM USB software updates when SYNC touchscreen prompts to restart the vehicle: • Turn the vehicle OFF. • Wait ten minutes. • Turn the vehicle to KOER. 12. Leave the USB drive inserted into the vehicle, until the vehicles infotainment display screen states programming successful. NOTE: It may take up to 5 minutes before SYNC touchscreen displays Update Successful pop up. After 5 minutes if “Successful” pop up is not shown on SYNC touchscreen, remove the USB and select YES on the FDRS “Was the USB Update Successful” prompt (FDRS verifies if the module software update was successfully installed on the module). 13. From the list on the RH side of the screen, select Self-Test and click RUN. 14. Click the Run Selected Tests button in the lower right. 15. Click the Clear & Retest button at the top of the screen to clear DTCs in all modules. 16. Disconnect the battery charger from the 12V battery once the programming has completed. ATTACHMENT III PAGE 4 OF 4 CUSTOMER SATISFACTION PROGRAM 23B21 CPR © 2023 FORD MOTOR COMPANY DEARBORN, MICHIGAN 48121 03/2023 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 Vehicle Communication Module II (VCM II)/Vehicle Communication and Measurement Module (VCMM) and 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. • 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 VCMII or VCMM from the data link connector (DLC) and your PC. b. After ten seconds, reconnect the VCMII/VCMM to the DLC and the PC. Launch FDRS. The VCMII/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.

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Ó Copyright 2023 Ford Motor Company Ford Motor Company Ford, División de Servicio al Cliente P. O. Box 1904 Dearborn, Michigan 48121 Abril 2023 Programa de satisfacción del cliente 23B21 Sr. Juan Pérez Calle Principal 123 Ciudad, EE. UU. 12345 Número de identificación del vehículo (VIN): 12345678901234567 El compromiso de Ford Motor Company no es solo fabricar productos confiables y de alta calidad, sino también lograr la plena satisfacción del cliente. Para demostrar este compromiso, le ofrecemos el Programa de satisfacción del cliente sin costo alguno para su vehículo con el VIN que aparece más arriba. ¿Por qué usted recibe este aviso? Es posible que las computadoras del vehículo y su módulo Gateway de conectividad no puedan conectarse a Internet. ¿Cuál es el efecto? Esto podría traducirse en aplicaciones de smartphone que no funcionan con funciones de FordPass que no funcionan correctamente (incapacidad de revisar el estado de carga del vehículo, arranque remoto que no funciona y apertura/cierre remoto que no funcionan). ¿Qué medidas adoptarán Ford y su distribuidor? En beneficio de la satisfacción del cliente, Ford Motor Company ha lanzado el nuevo software para el módulo de Gateway. Su vehículo tiene la capacidad de recibir actualizaciones de software de Ford Power Up. Cuando estén activadas las actualizaciones automáticas de software o el módulo de Gateway haya sido reiniciado, el software se descargará en el vehículo a través de una red wifi privada o mediante el módem del vehículo, a través de la red celular. La instalación del software se producirá después de la descarga. Nota: Consulte ford.com/support para obtener información adicional sobre el sistema de Actualizaciones de software de Ford Power Up. Si el software no se puede cargar o instalar correctamente, Ford ha autorizado a su distribuidor a instalar la actualización de software por aire (OTA) 4.2.1.2, sin costo alguno (piezas y mano de obra), conforme a los términos de este programa. Este Programa de satisfacción del cliente tendrá vigencia hasta el 31 de marzo de 2024, independientemente del millaje. La cobertura se transfiere automáticamente a los siguientes propietarios. Ó Copyright 2023 Ford Motor Company ¿Cuánto tiempo tomará? El tiempo requerido para la instalación de este software es, aproximadamente, una hora. Si prefiere ir al distribuidor para realizar la actualización del software, el tiempo necesario para esta reparación será de menos de medio día. Sin embargo, debido a los requisitos de planificación de servicio, es posible que su distribuidor tarde un poco más. ¿Qué debe hacer? Para su conveniencia, Ford recomienda que actualice usted mismo el software del vehículo con las capacidades de actualización de software de Ford Power Up. Al utilizar esta opción, no será necesario que lleve el vehículo al distribuidor, a menos que no pueda realizar correctamente la actualización. Nota: En vehículos que ya presentan funciones de FordPass y de conectividad que no funcionan, el módulo de Gateway se deberá reiniciar para permitir que la actualización de Ford-Power-Up se descargue en el vehículo. Siga el procedimiento específico para esta acción a continuación para habilitar temporalmente la descarga de Ford-Power-Up. Recomendación: Configure su vehículo. Estacione en un área bien iluminada. Asegúrese de que el vehículo esté apagado, el puerto de carga de F-150 Lighting no esté conectado y que el vehículo esté completamente cargado antes de continuar con el siguiente procedimiento. Siga este sencillo procedimiento: Comienzo del procedimiento: Procedimiento – Paso 1: Acceda a la caja de fusibles del módulo de control de la carrocería del vehículo (en el espacio para los pies del pasajero) Procedimiento – Paso 2: Quite la cubierta del módulo de control de la carrocería de la vestidura interior, para ello jale la parte delantera de la cubierta hacia el centro del vehículo. Continue en la siguiente página. Ó Copyright 2023 Ford Motor Company ¿Qué debe hacer? (continuación) Procedimiento – Paso 3: Quite el fusible número 32 (20 Amperos) durante 60 segundos (1 minuto) y luego vuelva a reinstalar el fusible. Procedimiento – Paso 4: Vuelva a instalar la cubierta de la vestidura interior del módulo de control de la carrocería. Fin del procedimiento. Nota: Para llevar a cabo esta actualización de software, deberá confirmar que las actualizaciones automáticas de software estén activadas (consulte la hoja de instrucciones adjunta). Puede buscar iconos en la pantalla del vehículo, así como también ver el progreso de la actualización en la aplicación FordPass o en el sitio web de propietarios. La próxima vez que conduzca su vehículo, se realizará la actualización automática del software en este. Si opta por que el distribuidor instale este software, llame al distribuidor para programar una cita de servicio para realizar el Programa de satisfacción del cliente 23B21. Proporcione el VIN a su distribuidor, el cual está impreso debajo de sus datos al comienzo de esta carta. Si aún no tiene un distribuidor para realizar el servicio, puede acceder a ford.com/support para conocer las direcciones de los distribuidores, ver mapas y obtener las instrucciones para llegar. Ó Copyright 2023 Ford Motor Company ¿Qué debe hacer? (continuación) Ford Motor Company le recomienda realizar esta acción de servicio en su vehículo. El propietario del vehículo es responsable de realizar los arreglos para llevar a cabo el trabajo. NOTA: Puede recibir información sobre las campañas y los programas de satisfacción del cliente a través de la aplicación FordPass. La aplicación se puede descargar a través de App Store o Google Play. Adicionalmente, existen otras funciones como reserva de estacionamientos en determinados lugares, además de control de ciertas funciones en el vehículo (bloqueo o desbloqueo de puertas, arranque remoto) si así está equipado para permitir el control. ¿Qué pasa si usted ya no es el propietario del vehículo? Si usted ya no es el propietario del vehículo y tiene la dirección del propietario actual, le solicitamos que le reenvíe esta carta. Este aviso lo recibió porque en nuestros archivos, basados principalmente en datos de registro y propiedad de los EE. UU., aparece usted como el propietario actual. ¿Podemos hacer algo más por usted? Si tiene problemas para reparar de inmediato su vehículo y sin costo alguno, comuníquese con el gerente de servicio de su distribuidor para solicitar ayuda. PROPIETARIOS MINORISTAS: Si tiene dudas o preguntas, comuníquese con nuestro Centro de Relación con Clientes Ford al 1-866-436-7332 y uno de nuestros representantes con gusto lo atenderá. Si desea comunicarse con nosotros a través de Internet, nuestra dirección es ford.com/support. Las personas con problemas de audición pueden llamar al 1-800-232-5952 (TDD). Los representantes atienden de lunes a viernes, de 8:00 a.m. a 8:00 p.m. (hora del este). PROPIETARIOS DE FLOTAS: Si tiene dudas o preguntas, comuníquese con nuestro Centro de contacto de Ford Pro al 1-800-34-FLEET, elija la opción n.° 1 y uno de nuestros representantes con gusto lo atenderá. Si desea comunicarse con nosotros a través de Internet, nuestra dirección es fleet.ford.com. Los representantes atienden de lunes a viernes, de 7:00 a.m. a 11:00 p.m. y sábado de 7:00 a.m. a 5:00 p.m. (hora del este). Gracias por su atención en este asunto sumamente importante. Ford, División de Servicio al Cliente

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© Stacy L. Balzer Ford Motor Company Operating Director P. O. Box 1904 Service Engineering Operations Dearborn, Michigan 48121 Ford Customer Service Division March 29, 2023 TO: All U.S. Ford and Lincoln Dealers SUBJECT: Customer Satisfaction Program 23B21 Certain 2023 Model Year F-150 Lightning Gateway Module Programing PROGRAM TERMS This program will be in effect through March 31, 2024. There is no mileage limit for this program. EXPIRATION DATE This Customer Satisfaction Program has an expiration date of March 31, 2024 to encourage dealers and customers to have this service performed as soon as possible. We recommend dealers utilize their FSA VIN Lists names and address to contact customers with affected vehicles. This will help minimize the number of vehicles that may experience connectivity features that do not work, including Over The Air (OTA) updates, connected vehicle data and FordPass app connectivity. FSA VIN Lists are expected to be available on March 29, 2023. AFFECTED VEHICLES Vehicle Model Year Assembly Plant Build Dates F-150 Lightning 2023 Rouge Electrical June 10, 2022 through December 23, 2022 U.S. population of affected vehicles is 2,997. 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. 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 all of the affected vehicles, the Gateway Module (GWM) may lose internet connection. This may cause the vehicle to experience an inoperative FordPass application (inability to review the vehicle’s state of charge, inoperative remote start and/or inoperative remote lock and unlock). This may be combined with diagnostic trouble codes (DTC) U0146:09 stored in the telematics control unit (TCU) and U2402:00 and/or U2402:92 stored in the gateway module (GWM). SERVICE ACTION Dealers are to correct the condition by updating the GWM to the latest software level via a dule reprogramming. This service must be performed on all affected vehicles at no charge to the vehicle owner. OVER-THE-AIR (OTA) UPDATES (FORD POWER-UP / LINCOLN ENHANCE): • In addition to you being able to update vehicles now using FDRS, Ford deployed an OTA software update on March 20, 2023. • Before scheduling service for an OTA capable vehicle, please verify through PTS that the Field Service Action (FSA) is still open (OASIS) and 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 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 April 17, 2023. Owners will be given the option of installing the software update themselves, or they can have their dealer perform the service for them. ATTACHMENTS Attachment I: Administrative Information Attachment II: Labor Allowances and Parts Ordering Information Attachment III: Technical Information Attachment IV: Customer Handout – Ford Power-Up Software Updates 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. Sincerely, Stacy L. Balzer © Copyright 2023 Ford Motor Company Customer Satisfaction Program 23B21 Certain 2023 Model Year F-150 Lightning Vehicles Gateway Module Reprogramming ATTACHMENT I Page 1 of 2 OASIS ACTIVATION OASIS will be activated on March 29, 2023. FSA VIN LISTS ACTIVATION FSA VIN Lists will be available through https://web.fsavinlists.dealerconnection.com on March 29, 2023. Owner names and addresses will be available by May 5, 2023. 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. • 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. TITLE BRANDED / SALVAGED VEHICLES Affected title branded and salvaged 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. PICK-UP AND DELIVERY All customers affected by this program have the option of complimentary Vehicle Pick-up & Delivery service (at participating dealers) in lieu of a rental vehicle. Refer to EFC12071, 2023 Remote Experience Program, Pickup & Delivery (PDL) Offset section for details. © Copyright 2023 Ford Motor Company Customer Satisfaction Program 23B21 Certain 2023 Model Year F-150 Lightning Vehicles Gateway Module Reprogramming ADDITIONAL REPAIR (LABOR TIME AND/OR PARTS) ATTACHMENT I Page 2 of 2 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 Ford vehicles – 3 years or 36,000 miles • For vehicles outside new vehicle bumper-to-bumper warranty coverage, submit an Approval Request to the SSSC Web Contact Site prior to 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: 23B21 ▪ Customer Concern Code (CCC): A93 ▪ Condition Code (CC): 04 ▪ Causal Part Number: 14G490. 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 same claim type and sub code as described in Claim Entry above. IMPORTANT: Click the Related Damage Indicator radio button. • Pickup & Delivery: Refer to EFC12071, 2023 Remote Experience Program, Pickup & Delivery (PDL) Offset section for additional details. © Copyright 2023 Ford Motor Company LABOR ALLOWANCES Customer Satisfaction Program 23B21 Certain 2023 Model Year F-150 Lightning Vehicles Gateway Module Reprogramming ATTACHMENT II Page 1 of 1 Description Reprogram the Gateway Module (GWM) to the latest level. PARTS REQUIREMENTS / ORDERING INFORMATION Parts are not required to complete this repair. Labor Operation 23B21B Labor Time 0.4 Hour(s) © Copyright 2023 Ford Motor Company ATTACHMENT III PAGE 1 OF 4 CUSTOMER SATISFACTION PROGRAM 23B21 CERTAIN 2023 MODEL YEAR F-150 LIGHTNING VEHICLES — INOPERATIVE FORDPASS GATEWAY MODULE PROGRAMMING SERVICE PROCEDURE Module Programming NOTE: Program appropriate vehicle modules before performing diagnostics and clear all DTCs after programming. For DTCs generated after programming, follow normal diagnostic service procedures. 1. From the vehicle settings menu disable the 30 minute max idle option. • From the center display press the vehicle settings button and turn off the 30 minute max idle setting. See Figure 1. FIGURE 1 21694E 2. 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. CPR © 2023 FORD MOTOR COMPANY DEARBORN, MICHIGAN 48121 03/2023 ATTACHMENT III PAGE 2 OF 4 CUSTOMER SATISFACTION PROGRAM 23B21 3. Connect a battery charger to the 12V battery. NOTE: Verify that the negative cable of the charger is installed on a chassis or engine ground and not the 12 volt 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 VCM is properly connected to the DLC. NOTE: VCM 3 is recommended for improved data download time. 4. Log into Ford Diagnostic and Repair System (FDRS). Ensure FDRS is updated to the latest version at 34.5.1 or higher. NOTE: A 32GB or larger USB flash drive is required for Gateway Module (GWM) software updates. 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 • Select Default Allocation Size for the Allocation Unit Size. • De-selecting Quick Format is not necessary and will result in a lengthier operation. See Figure 2. 5. Start a new FDRS session. FIGURE 2 21694D 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. CPR © 2023 FORD MOTOR COMPANY DEARBORN, MICHIGAN 48121 03/2023 ATTACHMENT III PAGE 3 OF 4 CUSTOMER SATISFACTION PROGRAM 23B21 7. Select Software Updates tab to see updates available. 8. Are there any updates available for the GWM? Yes – Proceed to Step 9. No – This article does not apply. Refer to Workshop Manual (WSM), Section 415-00. 9. When prompted by the FDRS, connect the USB flash drive to the personal computer (PC). 10. When prompted by the FDRS, safely remove/eject the USB flash drive from the PC, turn the vehicle to Key On Engine Running (KOER), and connect the USB to the media hub to install the software update. The update starts automatically and may take 10 minutes or longer to complete. NOTE: It may take up to 5 minutes for the vehicle to recognize the USB flash drive with software update. 11. For GWM USB software updates when SYNC touchscreen prompts to restart the vehicle: • Turn the vehicle OFF. • Wait ten minutes. • Turn the vehicle to KOER. 12. Leave the USB drive inserted into the vehicle, until the vehicles infotainment display screen states programming successful. NOTE: It may take up to 5 minutes before SYNC touchscreen displays Update Successful pop up. After 5 minutes if “Successful” pop up is not shown on SYNC touchscreen, remove the USB and select YES on the FDRS “Was the USB Update Successful” prompt (FDRS verifies if the module software update was successfully installed on the module). 13. From the list on the RH side of the screen, select Self-Test and click RUN. 14. Click the Run Selected Tests button in the lower right. 15. Click the Clear & Retest button at the top of the screen to clear DTCs in all modules. 16. Disconnect the battery charger from the 12V battery once the programming has completed. CPR © 2023 FORD MOTOR COMPANY DEARBORN, MICHIGAN 48121 03/2023 ATTACHMENT III PAGE 4 OF 4 CUSTOMER SATISFACTION PROGRAM 23B21 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 Vehicle Communication Module II (VCM II)/Vehicle Communication and Measurement Module (VCMM) and 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. • 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 VCMII or VCMM from the data link connector (DLC) and your PC. b. After ten seconds, reconnect the VCMII/VCMM to the DLC and the PC. Launch FDRS. The VCMII/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 © 2023 FORD MOTOR COMPANY DEARBORN, MICHIGAN 48121 03/2023 ATTACHMENT IV Page 1 of 1 Customer Satisfaction Program 23B21 Certain 2023 Model Year F-150 Lightning Vehicles Gateway Module Reprogramming Ford Power-Up Software Updates How to turn on Automatic Updates and Set a Recurring Schedule Ford Power-Up software updates are downloaded and installed over-the-air using either an external WiFi or FordPass™ Connect (vehicle modem). Most software updates will happen seamlessly in the background, if both of the following have been done on your vehicle: 1. Automatic Updates is turned ON. 2. A Recurring Schedule has been set. We recommend scheduling updates for overnight or at a time that you will not need to enter or use the vehicle. To set a recurring schedule: 1. Tap Settings on your vehicle’s SYNC screen. 2. Choose System (or Software) Updates. 3. Press Schedule Updates (or Recurring Update Schedule). Depending on your vehicle you will either: 4. Choose Schedule. 5. Choose your preferred days and times. 6. Press Save. or 4. Select one of the Preset options OR Select Custom Schedule. 5. If Custom Schedule, choose your preferred days (minimum of 2) and time. 6. Exit the screen (Schedule is auto saved). To confirm Automatic Updates is turned ON: 1. Tap Settings on your vehicle’s SYNC screen. 2. Choose System (or Software) Updates. 3. Confirm Automatic Updates is toggled to ON. Prior to software download and installation, you will receive a reminder in your vehicle (24 hours prior) and in your FordPass® App. You can reschedule up to 2 mins before the update begins. Important Notes: • Ford Power-Up software updates are not deployed to all vehicles at the same time. • If you choose to turn Automatic Updates OFF, you will not receive this software update unless you have previously consented to all prior updates. • To confirm that this recall is included in the software update and is available or successfully installed in your vehicle, tap Settings on your vehicle’s SYNC screen, select System (or Software) Updates and select Update Details to view the latest release notes. You will also get an Update Successful alert in the message center of your FordPass® app. If you are unsure if you have received the software update for this recall or have any questions regarding software updates, please call our specially trained Software Update Customer Relationship Center at: 1-833-389-0848.

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