SVB-TSB-22-001

Dealer
Sales
Operator/
New
General
Vehicles
Manager
Date:
July 19, 2022
Sales
Used
Vehicles
Business
Manager
(F&I)
Service
Parts &
Accessories
Administration
Source: Zero Motorcycles Customer
Service Department
Model Year 2022 Zero SR/F/S CCM Firmware Update
Service Campaign
Purpose
Zero Motorcycles has determined that certain model year 2022 Zero SR, Zero SR/F and Zero SR/S models
manufactured before February 2, 2022 have cellular connectivity modules (CCMs) with firmware that cannot
be upgraded over-the-air (“OTA”). This firmware also limits the functionality of the Zero Motorcycles’
Nextgen mobile application.
In the interest of customer satisfaction, Zero Motorcycles has elected to initiate a voluntary service
campaign to remedy this issue. The remedy is to have Zero Motorcycles dealers inspect and update the
CCM firmware on affected motorcycles.
Applicable Models
The affected population of 379 motorcycles includes certain model year 2022 Zero SR, Zero SR/F and Zero
SR/S motorcycles manufactured between September 13, 2021 and February 2, 2022. The last five digits of
the vehicle identification number of affected motorcycles will be 20457 or lower.
Owner Notification
Zero Motorcycles will send a letter to registered owners of affected motorcycles, notifying them of this
condition and instructing them to contact their dealer for the associated remedy. Zero will also try to contact
these customers via email.
To ensure the highest satisfaction of our riders, it is our mutual responsibility to ensure the CCM firmware
update is performed on all affected motorcycles. Therefore, we strongly encourage you reach out to your
customers to make sure that they are aware of this program. Don’t forget to perform the firmware update on
all affected new motorcycles in your inventory prior to delivery to your customers, and we urge you to
perform the firmware update on any previously owned motorcycles in your inventory, if any.
If you are aware of any unregistered owners of this affected motorcycle population, please advise us of their
names, addresses and VINs, so that we may mail them the owner’s letter.
If you are not sure that this CCM firmware update has been performed on a particular motorcycle, please
contact Zero Motorcycles Customer Service for verification.
Tools Required
•
12-08113 – Diag4Zero Diagnostic Tool – this tool became the required dealer diagnostic tool with the MY22
SR/F/S launch. The Diag4Zero VCI Module and Motorcycle Cable Set are used to check the current
CCM firmware version.
If you have any questions, please contact the Customer Service Team.
In the Americas: 888-RUN-ZERO (888-786-9376) Ext 2
1
SV-TSB-22-001 Rev 1
Dealer
Sales
Operator/
New
General
Vehicles
Manager
Date:
July 19, 2022
•
Sales
Used
Vehicles
Business
Manager
(F&I)
Service
Parts &
Accessories
Administration
Source: Zero Motorcycles Customer
Service Department
86-08206 – CCM Programming Dealer Tool – this tool will be shipped to each Zero Motorcycles dealer at no
charge before in March [X], 2022. Please contact the Zero Motorcycles Parts and Accessories team
if you have not received your dealer tool by April [x], 2022 or need additional information regarding
its status.
•
Diag4Zero Software Application – This application is available for download from the Customer Service Tools
Library within the Zero Motorcycles Partner Community. Please contact Zero Motorcycles Customer
Service if you need assistance finding this software.
•
Starcomm Installer Application and Current Firmware – This application and the firmware are available for
download from the Customer Service Tools library within the Zero Motorcycles Partner Community.
Please contact Zero Motorcycles Customer Service if you need assistance finding this software.
Parts Required
•
Qty 2 of p/n 20-04417 - CABLE TIE BLK NYLON 50 LB 10 IN
Procedure
The procedure consists of four primary steps: removing the tank shell, accessing the CCM and physically
connecting to the CCM with a programming dongle, updating the firmware, and securing the CCM and
reattaching the tank shell. Please note that the procedure below focuses on steps related to accessing the
CCM and updating the firmware. The details of tank shell removal and replacement are available in the
applicable Zero Motorcycles Service Manual and remain the same from 20MY through the current model
year.
Check the current CCM firmware version using Diag4Zero application and the Diag4Zero Dealer Diagnostic Tool using the following steps:
1. Navigate to DIAG 02 Troubleshooting –
Model Year – Model - Toolbox. Or use
Troubleshooting – Automatic Detection.
See the Diag4Zero Dealer Diagnostic Tool
User Guide for more information, if
needed.
Figure 1, Diag4Zero home page
If you have any questions, please contact the Customer Service Team.
In the Americas: 888-RUN-ZERO (888-786-9376) Ext 2
2
SV-TSB-22-001 Rev 1
Dealer
Sales
Operator/
New
General
Vehicles
Manager
Date:
July 19, 2022
Sales
Used
Vehicles
Business
Manager
(F&I)
Service
Parts &
Accessories
Administration
Source: Zero Motorcycles Customer
Service Department
2. Click on MBB/BMS Interface
Figure 2, Selecting MBB/BMS Interface
3. Type in “ccm” and hit the Enter button.
The system will respond with the CCM
data.
Figure 3, Verifying CCM firmware version
4. If the current firmware version is
2021.7.19, as shown above, then an
additional update is not required.
.
Update the CCM firmware using the following steps:
1. Refer to Service Manual to remove
Bodywork
a. SR/F SR: Tank Removal
b. SR/S: Tank Removal, Side Fairing
Removal, Headlight Upper Fairing
Removal
2. Refer to CCM Replacement Instructions to
remove the CCM
If you have any questions, please contact the Customer Service Team.
In the Americas: 888-RUN-ZERO (888-786-9376) Ext 2
3
SV-TSB-22-001 Rev 1
Dealer
Sales
Operator/
New
General
Vehicles
Manager
Date:
July 19, 2022
Sales
Used
Vehicles
Business
Manager
(F&I)
Service
Parts &
Accessories
Administration
Source: Zero Motorcycles Customer
Service Department
3. Connect the Helios Module on the CCM
Programming Harness (Purple box) to the
computer via USB and plug in the power
supply plug to an outlet. (Blue box in Fig.
1)
4. Unplug the CCM from the bike harness
and plug in the programming harness to
the CCM. (Orange box in Fig. 1)
Figure 1, CCM programming harness
5. Open the Starcom Installer Application.
(Fig. 2)
Figure 2, Starcom Application Shortcut
6. Click on the “Communications” Tab along
the top of the screen. (Fig.3)
Figure 3, Communication Menu Option
7. In the ‘Communications’ window, if you
see a ‘Ping’ message (yellow box in Fig. 4),
skip ahead to Step 10. If you do not see
this message, click “Advanced.” (Fig.4)
Figure 4, Communications Popup
If you have any questions, please contact the Customer Service Team.
In the Americas: 888-RUN-ZERO (888-786-9376) Ext 2
4
SV-TSB-22-001 Rev 1
Dealer
Sales
Operator/
New
General
Vehicles
Manager
Date:
July 19, 2022
Sales
Used
Vehicles
Business
Manager
(F&I)
Service
Parts &
Accessories
Administration
Source: Zero Motorcycles Customer
Service Department
8. Click on “Helios 1”. (Fig. 5)
Figure 5, Advanced Communication Menu
9. Ensure the COM Port is set (use drop
down menu to select), Baud Rate is
115200, and make sure the “Activate” Box
is checked. (Fig. 6)
Figure 6, Helios 1 Port Configuration
10. Once all is set/confirmed, click “Save.”
(Fig. 7)
Figure 7, Saving Port Configuration
If you have any questions, please contact the Customer Service Team.
In the Americas: 888-RUN-ZERO (888-786-9376) Ext 2
5
SV-TSB-22-001 Rev 1
Dealer
Sales
Operator/
New
General
Vehicles
Manager
Date:
July 19, 2022
11. On the main application tab, click on
“Firmware Update.” (Fig. 8)
Sales
Used
Vehicles
Business
Manager
(F&I)
Service
Parts &
Accessories
Administration
Source: Zero Motorcycles Customer
Service Department
Figure 8, Firmware Update Option
12. Click “Load” in the new tab to select the
firmware file. (Fig. 9)
Figure 9, Loading CCM Firmware File
13. Select the firmware file, which is inside
the Firmware folder inside the Service
Campaign folder. The name of the file is
‘FIRMWARE_2021.12.13_ZERO.scf.’ (Fig.
10)
Figure 10, CCM Firmware File Location
14. Click “Program,” and wait for the
firmware to upload. (Fig.11)
Figure 11, Program Button
If you have any questions, please contact the Customer Service Team.
In the Americas: 888-RUN-ZERO (888-786-9376) Ext 2
6
SV-TSB-22-001 Rev 1
Dealer
Sales
Operator/
New
General
Vehicles
Manager
Date:
July 19, 2022
Sales
Used
Vehicles
Business
Manager
(F&I)
Service
Parts &
Accessories
Administration
Source: Zero Motorcycles Customer
Service Department
15. Once programming is complete, go back
to the “Communications” tab and see if
you get a ‘ping’ message as highlighted
below. (Fig. 12)
Figure 12, Verifying Ping Message
16. Refer to CCM Replacement Instructions to
reinstall the CCM back into the
motorcycle
17. Refer to Service Manual to reinstall
bodywork
a. SR/F SR: Tank Removal
b. SR/S: Tank Removal, Side Fairing
Removal, Headlight Upper Fairing
Removal
Timing and Reimbursement
To receive reimbursement for the work performed under this service campaign, the dealer must submit a
Warranty Claim for the replacement costs incurred that includes the following information:
• Fault Summary: MY22 Zero SR/F/S CCM Firmware Update
• Fault Area: 45-CCM (Cellular Connectivity Module)
• Fault Code: 90-Service Bulletin Campaign
• Service Bulletin / Recall: MY22 Zero SR/F/S CCM Firmware Update
• Warranty Claim Type: Service Bulletin/Recall
See example below for full details.
If you have any questions, please contact the Customer Service Team.
In the Americas: 888-RUN-ZERO (888-786-9376) Ext 2
7
SV-TSB-22-001 Rev 1
Dealer
Sales
Operator/
New
General
Vehicles
Manager
Date:
July 19, 2022
Sales
Used
Vehicles
Business
Manager
(F&I)
Service
Parts &
Accessories
Administration
Source: Zero Motorcycles Customer
Service Department
Zero Motorcycles believes that the time that should be allotted to this work is 45 minutes (0.75 hours) on a
Zero SR or Zero SR/F motorcycles and 75 minutes (1.25 hours) on Zero SR/S motorcycles. We do not
reimburse any costs related to towing or loaner/temporary replacement motorcycles/vehicles.
Technical Cases for affected motorcycles have been created by Zero Motorcycles. To find the matching
case number in the Partner Community select the “Support” tab:
Click on the “Start New Case” button and enter the last 5 digits of the frame number in the “Enter Vehicle
Identification Number” field:
If you have any questions, please contact the Customer Service Team.
In the Americas: 888-RUN-ZERO (888-786-9376) Ext 2
8
SV-TSB-22-001 Rev 1
Dealer
Sales
Operator/
New
General
Vehicles
Manager
Date:
July 19, 2022
Sales
Used
Vehicles
Business
Manager
(F&I)
Service
Parts &
Accessories
Administration
Source: Zero Motorcycles Customer
Service Department
You will find the matching case in the Open Service Notification list.
If you have any questions, please contact the Customer Service Team.
In the Americas: 888-RUN-ZERO (888-786-9376) Ext 2
9
SV-TSB-22-001 Rev 1