23B21

Stacy L. Balzer
Operating Director
Service Engineering Operations
Ford Customer Service Division
Ford Motor Company
P. O. Box 1904
Dearborn, Michigan 48121
TO:
All U.S. Ford and Lincoln Dealers
SUBJECT:
Customer Satisfaction Program 23B21
Certain 2023 Model Year F-150 Lightning
Gateway Module Programing
March 29, 2023
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
Reprogram the Gateway Module (GWM) to the latest level.
Labor Operation
Labor Time
23B21B
0.4 Hour(s)
PARTS REQUIREMENTS / ORDERING INFORMATION
Parts are not required to complete this repair.
 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.		
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.
STUD FOR
MISSING NUT
CPR © 2023 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
03/2023
STUD FOR
MISSING NUT
STUD FOR
MISSING NUT
PLACE COPY HERE
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.
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.
CPR © 2023 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
03/2023
STUD FOR
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.