Customer Satisfaction Program 24B54 - Certain 2024 Model Year Nautilus - Update Infotainment Software

[hinckley]

I don’t think so. But if you move another app into its screen location and then put it back, doesn’t it re-ask that question? I thought it did.

Thanks again. I've taken the widget off the 48" display. I've done that before but for only a short period. I'll leave it off now for a week or so and hope for the best.

 

[hinckley]

Got ours back this evening and drove home 12 miles from dealership. Had the 24B54, 24P22 ABS battery drain and 24C24B driver and passenger module update.

Do you have 'auto-fold mirrors on locking' turned on? Are they working after the 24B54 update?

 

[angore]

I could swear I saw on the official notice from Lincoln announcing this update that it stated it was not to be performed by mobile service technicians. Maybe I saw something else.

You did. I had the window fix and that was mobile allowed but the dealer wanted to do both mobile. The csp allows 3 hrs of time but it takes much longer. The download then create usb key is time consuming process.

I have noticed it snapper and brake coach is quick. Seats did not move back but I still am incomplete.

 

[gooberpeas0911]

You did. I had the window fix and that was mobile allowed but the dealer wanted to do both mobile.

This goes back to my comment about the disconnect between the dealerships and customer experience. Why are dealerships ignoring the instructions for the repair? There's a reason (that probably impacts the customer) they want this done in the shop, not mobile.

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[angore]

I will take it back to local dealer tomorrow to try again.

I got to watch the guy work He just had a laptop and the process seems so inefficient especially if it can be delivered OTA. I can see why it should not be done mobile. The advisor was obviously not aware and they had just updated another Nauti the day before and had update issues.

I did get to see the battery. He did a battery reset (disconnected it) to see if that would fix the USB not working. It is a tiny battery and he noted that a large trim piece as to be removed to get battery out. The battery hold downs are under the trim. There is a huge piece of what looks like duct tape covering a large section of the battery (short circuit protection from tire?).

When I asked about battery issues, he said he liked the hybrid since he could open doors, etc with 12V disconnected and the gas model will do nothing when the 12V dies.

The tech was not a fan of all the tech.

 

[elsloan1]

Do you have 'auto-fold mirrors on locking' turned on? Are they working after the 24B54 update?

I checked this morning with both the fob and on the door and our mirrors folds automatically.

 

[Stmbtwilli]

Had the 24B54 done yesterday and it did not fix the "easy exit/easy entrance" problem when using paak.
This is such a great car to drive but these little software problems are really starting to try my patience.

Plus the dealer couldn't replicate the groaning in the brakes so wouldn't do the rotor replacement. Do they
really think my wife and I would lie about this. Service departments are always the weakest link in the satisfaction of
owning a car.

 

[bbf2530]

Had the 24B54 done yesterday and it did not fix the "easy exit/easy entrance" problem when using paak.
This is such a great car to drive but these little software problems are really starting to try my patience.

Plus the dealer couldn't replicate the groaning in the brakes so wouldn't do the rotor replacement. Do they
really think my wife and I would lie about this. Service departments are always the weakest link in the satisfaction of
owning a car.

Hi Stmbtwill. Sorry you’re having these issues.

Just a recommendation, in case you didn’t do this:
Schedule another service appointment. When you bring the vehicle in, ask the Service Advisor to take a drive with you. You drive.

Drive the vehicle in a way that causes the groan to occur. You know the conditions better than they do.

When it occurs, ask the SA if they hear it. Keep driving until they clearly admit/state they hear it. Once that occurs, they heard it and it is verified.

This will help avoid the dreaded “Could not duplicate the customer concern” diagnosis.

Otherwise, we are leaving it up to a Tech to drive the vehicle in a manner that duplicates our driving, in order to hear a noise. And that often does not happen.
So instead, we should personally demonstrate it.

Keep us updated and good luck.

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[Houtex]

My car is now on day 3 at the dealer. They did the window fix plus whatever battery saver fixes it was missing. I also scheduled an oil change which was done. I called late yesterday to ask about a status and it seems they are having issues with the infotainment update. Everything else has been done. Here we are at the end of day 3 and still no word. Makes me feel very uneasy. Shouldn’t be this difficult to update the system.

 

[Billz]

Hi Stmbtwill. Sorry your having these issues.

Just a recommendation, in case you didn’t do this:
Schedule another service appointment. When you bring the vehicle in, ask the Service Advisor to take a drive with you. You drive.

Drive the vehicle in a way that causes the groan to occur. You know the conditions better than they do.

When it occurs, ask the SA if they hear it. Keep driving until they clearly admit/state they hear it. Once that occurs, they heard it and it is verified.

This will help avoid the dreaded “Could not duplicate the customer concern” diagnosis.

Otherwise, we are leaving it up to a Tech to drive the vehicle in a manner that duplicates your driving, in order to hear a noise.
So instead, you personally demonstrate it.

Keep us updated and good luck.

If that doesn’t work call Lincoln Concierge and complain. When I brought my car in and mentioned the brakes, they took it for a ride and agreed to replace the rotors, easy peesy

 

[RAB]

Beyond what has already been mentioned, I've noticed that when a seatbelt is unbuckled while the car is stopped but not in Park, the seatbelt alert appears on the screen but the chime no longer sounds. Nice when dropping off a passenger.

It might just be my perception, but the Blue Cruise "keep your eyes on the road" alerts seem to be dialed back a bit. I can take longer sips from my travel mug without getting an alert.

I was hoping the radio wouldn't turn itself on when I start the car, and the climate control would remember the oscillate setting, but those haven't changed.

 

[Houtex]

My car is now on day 3 at the dealer. They did the window fix plus whatever battery saver fixes it was missing. I also scheduled an oil change which was done. I called late yesterday to ask about a status and it seems they are having issues with the infotainment update. Everything else has been done. Here we are at the end of day 3 and still no word. Makes me feel very uneasy. Shouldn’t be this difficult to update the system.

Just talked to the dealership. The update won’t go through for my car. Apparently it is partially done, but won’t go beyond a certain point before it fails. This is very bad… So if I understood my advisor correctly, the vehicle is in no condition to be driven now unless the update gets completed. Supposedly they are waiting on engineering to tell them what to try next, but it sounds like they’re at a dead end. In four weeks I drive to my Florida home for more than two months and am expecting to take my Nautilus.

Anybody else have this kind of issue?

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[foo3922]

Just talked to the dealership. The update won’t go through for my car. Apparently it is partially done, but won’t go beyond a certain point before it fails. This is very bad… So if I understood my advisor correctly, the vehicle is in no condition to be driven now unless the update gets completed. Supposedly they are waiting on engineering to tell them what to try next, but it sounds like they’re at a dead end. In four weeks I drive to my Florida home for more than two months and am expecting to take my Nautilus.

Anybody else have this kind of issue?

 

[Waitingtosee]

Just talked to the dealership. The update won’t go through for my car. Apparently it is partially done, but won’t go beyond a certain point before it fails. This is very bad… So if I understood my advisor correctly, the vehicle is in no condition to be driven now unless the update gets completed. Supposedly they are waiting on engineering to tell them what to try next, but it sounds like they’re at a dead end. In four weeks I drive to my Florida home for more than two months and am expecting to take my Nautilus.

Anybody else have this kind of issue?

That is terrible. I sure hope they can come up with a fix for it. Surely there is a way to do a master reset and start over assuming there is no underlying hardware issue. If there is then they would likely start by replacing your APIM module would be my guess.

Wow, the dangers of all this software based high technology I suppose. Like a computer that won’t load the latest version of its OS.

 

[CliffDiver]

Hi Stmbtwill. Sorry you’re having these issues.

Just a recommendation, in case you didn’t do this:
Schedule another service appointment. When you bring the vehicle in, ask the Service Advisor to take a drive with you. You drive.

Drive the vehicle in a way that causes the groan to occur. You know the conditions better than they do.

When it occurs, ask the SA if they hear it. Keep driving until they clearly admit/state they hear it. Once that occurs, they heard it and it is verified.

This will help avoid the dreaded “Could not duplicate the customer concern” diagnosis.

Otherwise, we are leaving it up to a Tech to drive the vehicle in a manner that duplicates our driving, in order to hear a noise. And that often does not happen.
So instead, we should personally demonstrate it.

Keep us updated and good luck.

With my car, the brake noise is intermittent. Even for me. It seems to come back every few weeks and only lasts for a drive or two. I can’t determine any particular driving environment that triggers it. If my dealer tries to say they have to witness it themselves, I will have to throw a hissyfit, I guess. I have told them of the issue at 2 earlier appointments and they told me they were waiting for Lincoln to announce a fix, which they now have. So we will see how it goes later this month when I take it in for the software updates.

 

[angore]

This could have been mitigated weeks ago when they had a beta to test with some customers. My apim failed to even start to update so consider that good. How do they expect it to work OTA?

What is TSB 24-7076. See attached from ford f150 forum. Battery voltage seems key as well as wired connection.

Who needs Chinese bad actors with these self-inflicted wounds.

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[Houtex]

Apparently I’m not the only one. Someone’s car on FB was given back to them with an incomplete update. See attachment.

 

[Billz]

With my car, the brake noise is intermittent. Even for me. It seems to come back every few weeks and only lasts for a drive or two. I can’t determine any particular driving environment that triggers it. If my dealer tries to say they have to witness it themselves, I will have to throw a hissyfit, I guess. I have told them of the issue at 2 earlier appointments and they told me they were waiting for Lincoln to announce a fix, which they now have. So we will see how it goes later this month when I take it in for the software updates.

Call Lincoln concierge now. They can make the dealer do the brakes

 

[angore]

I decided to cancel getting the rest of the update done for at least a week or two due to all the issues reported. I did get the gateway code done.

The local dealer, still in Mississippi, did not want to do it since he said if anything went wrong it would take several days to work out with the Lincoln hot line. The young man said this was his second update. After reading the TSB I posted above, he did several things wrong. He had a laptop that was battery powered and downloaded the software via cellular connection. The download times were so slow and reminded me of dial up modem days. Other issues could be the brand of USB key and USB ports on laptop. He did say if the programming while USB key is trasferring us interrupted, you can brick the car.

 

[Stmbtwilli]

Update to my earlier post.

Just spent a 1/2 hour on the phone with a concierge who was extremely knowledgeable and forth coming.

She said there is a fix for the known "easy exit/easy entrance" problem and that is due this quarter or next.

Apparently a number of cars have had the rotors replaced without this solving the groaning noise problem so
maybe they haven't a cure yet. She was aware of 3 new part numbers for the rotors and all have been used to no avail. She is getting the technical team involved in my case.

And, just to add to the list of concerns; we just started using the heat and are getting a musty, organic smell.

Still, we just love how this car drives!