23B28 – Gateway Module Reprogramming – 2021 Ford Mustang Mach-E

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 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 May 23, 2023 TO: All U.S. Ford and Lincoln Dealers SUBJECT: Customer Satisfaction Program 23B28 Certain 2021 Model Year Mustang Mach E Gateway Module Reprogramming REF: TSB 23-2029 – Dated March 28, 2023 PROGRAM TERMS This program will be in effect through May 23, 2024. There is no mileage limit for this program. AFFECTED VEHICLES Vehicle Model Year Assembly Plant Build Dates Mustang Mach-E 2021 Cuautitlan December 11, 2020, through December 4, 2021 US population of affected vehicles: 31. Affected vehicles are identified in OASIS and FSA VIN Lists. NOTE: The following Technical Service Bulletin (TSB) includes the same PCM reprogramming as contained in this FSA: • TSB 23-2029 Therefore, 23B28 will be closed automatically when repairs for this TSB are performed. REASON FOR THIS PROGRAM In all the affected vehicles, the Gateway Module (GWM) may have lost internet connection after an OTA update. This may cause the vehicle to display a “No Driver Logged In” message on the screen. Customers will not be able to log in or to use any connectivity features, such as using the Ford Pass app to perform remote start, lock or unlock features. Any commands from the FordPass App will receive an error that commands cannot be processed. SERVICE ACTION Dealers are to correct the condition by updating the GWM to the latest software level via module reprogramming. This service must be performed on all affected vehicles at no charge to the vehicle owner. To assist vehicle owners to have this repair completed, dealers should: • Arrange for a mobile repair at the owner’s location, or: o Arrange to pick up the owner’s vehicle and drive it to the dealership for repairs. • Re-deliver the owner’s vehicle after repairs have been completed. • Pick-up and delivery and mobile service should be made available for all customers. Refer to the Rental and Claiming sections for further details.  Copyright 2023 Ford Motor Company OWNER NOTIFICATION MAILING SCHEDULE Owner letters are expected to be mailed by the week of May 29, 2023. Dealers should repair any affected vehicles that arrive at their dealerships, whether or not the customer has received a letter. ATTACHMENTS Attachment I: Administrative Information Attachment II: Labor Allowances and Parts Ordering Information Attachment III: Technical Information Attachment IV: Mobile Service Repair Assessment Attachment V: Mobile Repair/Vehicle Pickup and Delivery Record 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 4 Customer Satisfaction Program 23B28 Certain 2021 Model Year Mustang Mach E Gateway Module Reprogramming MOBILE REPAIR RECOMMENDATIONS • Confirm with the customer a mobile repair is feasible. • Check OASIS before going to the customer’s home or business to confirm if any other outstanding FSA needs to be completed. • Transportation – due to the simplicity of this repair, a specialty vehicle is not required. MOBILE REPAIR ADDITIONAL INFORMATION Please ensure the technician brings the following to the mobile repair destination: • Printed Technical Instructions. • Printed Repair/Work Order or any other necessary documentation as customer copy(s) o Documents could also be emailed to the customer. • Shirt/uniform and vehicle graphic with the dealership or Ford logos are recommended. • Recommended tools and cleaning supplies: Refer to the technical instructions. MOBILE REPAIR QUESTIONS AND ASSISTANCE Dealers participating in the Remote Experience Program: • Refer to Electronic Field Communication – EFC12071 2023 Remote Experience Program. Dealers not participating in the 2023 Remote Experience Program: • For questions and assistance, contact the Special Service Support Center (SSSC) via the SSSC Web Contact Site. Work with the Dealership warranty administrator to create an SSSC contact ID#. • Once an SSSC agent responds to the new contact ID#, you may opt to call the SSSC hotline: (800) 325-5621. MOBILE SERVICE REPAIR ASSESSMENT LEVEL • All repairs in this program have the following assessment level: – Mobile Reprogramming OASIS ACTIVATION OASIS will be activated on May 23, 2023. FSA VIN LISTS ACTIVATION FSA VIN Lists will be available through https://web.fsavinlists.dealerconnection.com on May 23, 2023. Owner names and addresses will be available by May 30, 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.  Copyright 2023 Ford Motor Company ATTACHMENT I Page 2 of 4 Customer Satisfaction Program 23B28 Certain 2021 Model Year Mustang Mach E Gateway Module Reprogramming 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). Dealers participating in the Remote Experience Program: • Refer to EFC12071, 2023 Remote Experience Program, Pickup & Delivery (PDL) Offset section for additional details. Dealers not participating in the 2023 Remote Experience Program for Pick-up & Delivery are authorized to claim unique services for completing this program. • Dealers are authorized to claim one-half labor hour per repair for vehicle pick-up & delivery services. Refer to Labor Allowances for details. • Dealers must retain a Vehicle Pick-up & Delivery Record with the repair order documentation.  Copyright 2023 Ford Motor Company ATTACHMENT I Page 3 of 4 Customer Satisfaction Program 23B28 Certain 2021 Model Year Mustang Mach E 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 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: 23B28  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 the same claim type and subcode as described in Claim Entry above. IMPORTANT: Click the Related Damage Indicator radio button. • Pickup & Delivery: o Dealers participating in the Remote Experience Program –  Refer to EFC12071, 2023 Remote Experience Program, Pickup & Delivery (PDL) Offset section for additional details. o Dealers NOT participating in the Remote Experience Program –  Dealers are authorized to claim one-half labor hour per repair for vehicle pickup and delivery services.  Dealers must retain a Vehicle Pick-up and Delivery Record with the repair order documentation.  Copyright 2023 Ford Motor Company ATTACHMENT I Page 4 of 4 Customer Satisfaction Program 23B28 Certain 2021 Model Year Mustang Mach E Gateway Module Reprogramming • Mobile Repair: o Dealers participating in the Remote Experience Program –  Refer to Electronic Field Communication – EFC12071 2023 Remote Experience Program. o Dealers NOT participating in the Remote Experience Program –  Mobile repair allowances can be claimed for dealer-performed mobile repairs. Dealers that are working with Ford-contracted mobile repair companies should refer to those companies for claiming instructions.  For dealer-performed mobile repairs, retain a copy of the Service Management signed record (see Attachment IV), with the repair order documentation.  Claim the mobile repair allowance Labor Operation Code 22N17MM along with the applicable Labor Operation Code for the repair (refer to the Labor Allowances table in Attachment II).  Copyright 2023 Ford Motor Company ATTACHMENT II Page 1 of 1 Customer Satisfaction Program 23B28 Certain 2021 Model Year Mustang Mach E Gateway Module Reprogramming LABOR ALLOWANCES Description Labor Operation Labor Time Inspect vehicle ability to connect to the cloud – Pass. 23B28A 0.3 Hours Inspect vehicle ability to connect to the cloud – Fail. Reprogram the Gateway Module (GWM) to the latest level. MT23B28B Up to 0.6 Hours Mobile Service: This allowance is only for non-eligible 2023 Remote Experience Program Dealers. Can be used when the repair takes place away from the dealership If Additional Time is Required Due to Travel, Please Submit an SSSC Approval Form 23B28MM 0.5 Hours Vehicle Pick-up and Delivery Allowance: This allowance is only for non-eligible 2023 Remote Experience Program Dealers. NOTE: This allowance is for dealer-performed vehicle pickup/ delivery for dealership repairs only. Can only be claimed once, regardless of outstanding FSAs repaired. 23B28PP 0.5 Hours PARTS REQUIREMENTS / ORDERING INFORMATION Parts are not required to complete this repair. Note: Other approvals (electronic or handwritten) for add-on repair lines, dealer-owned vehicle repairs, and repeat repairs do not qualify as FSA parts inspection approvals. The post-repair FSA parts inspection process (electronic or handwritten) is independent of other warranty approval requirements. The approval by the designated employee implies that the FSA parts were found to be replaced and must be able to be identified on the Repair Order. If multiple FSAs require approval on a single Repair Order, each applicable occurrence will require individual post-repair approval by the designated employee. ATTACHMENT III PAGE 1 OF 4 CUSTOMER SATISFACTION PROGRAM 23B28 CPR © 2023 FORD MOTOR COMPANY DEARBORN, MICHIGAN 48121 05/2023 CERTAIN 2021 MODEL YEAR MUSTANG AND MACH-E VEHICLES — GATEWAY MODULE SOFTWARE UPDATE – CONNECTIVITY CONCERNS SERVICE PROCEDURE 1. Check for the vehicles ability to connect to the cloud. Did the message shown in Figure 1 appear? Yes – Proceed to Module Programming on Page 2. No – This article does not apply. No further action required. PLACE COPY HERE PLACE COPY HERE PLACE COPY HERE STUD FOR MISSING NUT STUD FOR MISSING NUT STUD FOR MISSING NUT 23032A FIGURE 1 ATTACHMENT III PAGE 2 OF 4 CUSTOMER SATISFACTION PROGRAM 23B28 CPR © 2023 FORD MOTOR COMPANY DEARBORN, MICHIGAN 48121 05/2023 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. NOTE: Close all the doors on the vehicle. If a door must be left open during the service procedure, mechanically latch the door latch to simulate a closed door. Make sure to unlatch the doors that were mechanically latched, prior to closing the doors. 2. 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. 3. Log into Ford Diagnostic and Repair System (FDRS). NOTE: Vehicle information is automatically retrieved by the diagnostic software and a Network Test is run. Vehicle identification data appears on the screen when this is complete. 4. Click ‘Read VIN from Vehicle’ or manually enter the 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. 5. Select Toolbox tab. 6. From the list on the LH side of the screen, select GWM. 7. From the list on the RH side of the screen, select GWM – Gateway Module (GWM) Software Update. 8. Click RUN. Follow all on-screen instructions carefully. 9. From the list on the RH side of the screen, select Self-Test and click RUN. 10. Click the Run Selected Tests button in the lower right. 11. Click the Clear & Retest button at the top of the screen to clear DTCs in all modules. 12. Perform the Module Software Updating Procedure on Page 3 to complete this update. ATTACHMENT III PAGE 3 OF 4 CUSTOMER SATISFACTION PROGRAM 23B28 CPR © 2023 FORD MOTOR COMPANY DEARBORN, MICHIGAN 48121 05/2023 MODULE SOFTWARE UPDATING PROCEDURE: NOTE: The following instructions apply when performing the software update. NOTE: A blank 64GB or larger universal serial bus (USB) flash drive is required, and a USB 3.0 USB flash drive is recommended for fastest software installation. Make sure the USB flash drive being used is formatted as exFAT file system. To confirm the USB flash drive is formatted as exFAT, hold down the Windows icon keyboard key and press the E keyboard key. Right click on the USB flash drive, then select Properties. If File System under the General tab is not exFAT, the drive must be formatted. To format the USB flash drive, right click on the USB flash drive, select Format, select exFAT for the File System, and select Default Allocation Size for the Allocation Unit Size. De-selecting Quick Format is not necessary and results in a more lengthy operation. 1. Using the FDRS, begin module programming by selecting the SW Updates tab then Download and RUN the application for the desired module. Follow all on-screen instructions carefully. 2. When prompted, connect the USB flash drive to the FDRS. NOTE: It may take up to 5 minutes for the vehicle to recognize the USB flash drive. 3. When prompted by the FDRS, safely remove/eject the USB flash drive from the diagnostic scan tool and connect it to the USB hub to install the software into the module. When the USB software update begins the SYNC screen displays a message stating Do Not Remove USB. The update starts automatically, and may take 10 minutes or longer to complete. If the message stating Do Not Remove USB does not display on the center display screen within 5 minutes of the USB drive being connected to the vehicle’s USB hub select Did The Update Install Successfully > No on the FDRS and follow the on-screen instructions to either attempt USB programming again or perform controller area network (CAN) programming for the module. 4. When the pop-up stating Restart Required appears on the center display screen, turn the ignition OFF and open the driver’s door for 10 minutes then close the door and restart the engine. The update is still in process at this time. 5. Once the pop-up stating Update Successful appears in the center display screen, select Close, remove the USB flash drive from the USB hub and connect it to the FDRS, and select Yes on FDRS indicating the update installed successfully. This initiates the remaining automated configuration steps and reports the module assembly, vehicle interface processor (VIP), calibration, customer interface processor (CIP), and application software levels to the Ford online database. Failure to follow this step results in an inaccurate database as well as omitted, improperly installed, or improperly configured applications (features) such as navigation (if equipped). It is normal for the module to reset during this step. 6. Disconnect the battery charger from the 12V battery once the programming has been completed. ATTACHMENT III PAGE 4 OF 4 CUSTOMER SATISFACTION PROGRAM 23B28 CPR © 2023 FORD MOTOR COMPANY DEARBORN, MICHIGAN 48121 05/2023 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 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. • 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, and 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 1. Disconnect the VCM II/VCM III or the VCMM from the data link connector (DLC) and your PC. 2. 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. 3. 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. 4. 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. 5. 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.  Copyright 2023 Ford Motor Company Ford Motor Company Ford Customer Service Division P. O. Box 1904 Dearborn, Michigan 48121 May 2023 Customer Satisfaction Program 23B28 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, the Gateway Module (GWM) may have lost internet connection after a Ford Power Up Software update. What is the effect? Loss of internet connection may cause the vehicle to display a “No Driver Logged In” message on the screen. Customers will not be unable to log in or to use any connectivity features, such as using the Ford Pass app to perform remote start, lock or unlock features. Any commands from the FordPass App will receive an error that commands cannot be processed. What will Ford and your dealer do? In the interest of customer satisfaction, Ford Motor Company has authorized your dealer to reprogram the GWM free of charge (parts and labor) under the terms of this program. This Customer Satisfaction Program will be in effect until May 23, 2024, regardless of mileage. Coverage is automatically transferred to subsequent owners. How long will it take? 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. What should you do? Please call your dealer without delay to schedule a service appointment for Customer Satisfaction Program 23B28. 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.  Copyright 2023 Ford Motor Company What should you do? (continued) 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. 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 Attachment IV Page 1 of 2 Customer Satisfaction Program 23B28 Certain 2021 Model Year Mustang Mach E Gateway Module Reprogramming 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 Attachment I 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 Mobile Service Eligible 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) Attachment IV Page 2 of 2 Customer Satisfaction Program 23B28 Certain 2021 Model Year Mustang Mach E Gateway Module Reprogramming – 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 Mobile Service Repair Eligible • 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 ATTACHMENT V Page 1 of 1 Customer Satisfaction Program 23B28 Certain 2021 Model Year Mustang Mach E Gateway Module Reprogramming MOBILE REPAIR / VEHICLE PICK-UP AND DELIVERY RECORD VIN ____________________________ received (check one): ☐ Mobile Repair ☐ Pick-up and/or delivery service As outlined below for the 23B28 Field Service Action program. ☐ Mobile Repair – Date: _______________ OR ☐ Pick-up – Date: _______________ ☐ Delivery – Date: _______________ Repair Order # Repair Order Date Service Manager Signature Date

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