2021 Lincoln Nautilus - Map Data Unavailable

[weedy171]

Wondering if anyone else ran into this issue. My folks bought a used 2021 Lincoln Nautilus and wanted to have the maps available since they do not have smart phones. They had an older lincoln where the maps were available and just wanted something to see the current location. I tried to active the map services since I found out it was not free and was on the phone with support for over an hour. I ended up taking it to the dealership where they have a case into Lincoln now. I took it in about a month ago and have not heard any updates. What is the likely hood of this issue getting fixed?

 

[bbf2530]

Wondering if anyone else ran into this issue. My folks bought a used 2021 Lincoln Nautilus and wanted to have the maps available since they do not have smart phones. They had an older lincoln where the maps were available and just wanted something to see the current location. I tried to active the map services since I found out it was not free and was on the phone with support for over an hour. I ended up taking it to the dealership where they have a case into Lincoln now. I took it in about a month ago and have not heard any updates. What is the likely hood of this issue getting fixed?

Hi weedy171 and welcome to the Lincoln Forums. Have you contacted the Service Advisor who handled your vehicle when you took it to the dealership? That would be the place to start. There is nothing wrong with being proactive and calling once a week for an update, since you are not getting any.

It is difficult, at best, to blind Internet diagnose a problem or how long it may take to fix, when we have no idea what the issue may be. Especially when it is a used vehicle purchase, since who knows what the previous owner may have done with the vehicle.

In addition, it is odd that the NAV system would display “Map Data Unavailable“, since the maps are still available in SYNC 3 & 4 systems, even if the owner has not updated them in years.

I’m sure others will also jump in to help, so keep us updated and good luck.

 

[weedy171]

Hi weedy171 and welcome to the Lincoln Forums. Have you contacted the Service Advisor who handled your vehicle when you took it to the dealership? That would be the place to start. There is nothing wrong with being proactive and calling once a week for an update, since you are not getting any.

It is difficult, at best, to blind Internet diagnose a problem or how long it may take to fix, when we have no idea what the issue may be. Especially when it is a used vehicle purchase, since who knows what the previous owner may have done with the vehicle.

In addition, it is odd that the NAV system would display “Map Data Unavailable“, since the maps are still available in SYNC 3 & 4 systems, even if the owner has not updated them in years.

I’m sure others will also jump in to help, so keep us updated and good luck.

I contacted them before Thanksgiving and they said it was a software issue and Ford was looking at it. They are a Ford dealership(use to be a Lincoln) so its hard to know. I just find it weird that this is the only Lincoln having this issue and cannot rectify with different hardware or reflashing of software.

 

[MattMacMan]

I contacted them before Thanksgiving and they said it was a software issue and Ford was looking at it. They are a Ford dealership(use to be a Lincoln) so its hard to know. I just find it weird that this is the only Lincoln having this issue and cannot rectify with different hardware or reflashing of software.

Service Advisor here. It sounds like they are sitting on it. They could at least plug in FDRS and push firmware to the module and force a reinstall. If the module doesnt accept the files, it gets replaced. If it does, it should fix the issue. Should the issue keep happening after the updated file system has been reinstalled then the module in question (APIM) is failing and should be replaced. Also keep in mind, that there is a difference between built in navigation and connected navigation. Connected Navigation, requires a paid subscription, be it annually or monthly. When not in paid status, the maps are still visible, just Navigation is unavailable. Built-in Navigation works endlessly, the only thing needed to be paid for is the traffic and weather data.

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[weedy171]

Service Advisor her

Service Advisor here. It sounds like they are sitting on it. They could at least plug in FDRS and push firmware to the module and force a reinstall. If the module doesnt accept the files, it gets replaced. If it does, it should fix the issue. Should the issue keep happening after the updated file system has been reinstalled then the module in question (APIM) is failing and should be replaced. Also keep in mind, that there is a difference between built in navigation and connected navigation. Connected Navigation, requires a paid subscription, be it annually or monthly. When not in paid status, the maps are still visible, just Navigation is unavailable. Built-in Navigation works endlessly, the only thing needed to be paid for is the traffic and weather data.

Thanks for the reply. I subscribed for the "Connected Navigation" which was like 80.00 some for a year. I currently don't even get a map that is left over from the previous owner. Not sure what should be my next angle if I call the dealer and they say they are still waying on Ford Sync to fix it.

e. It sounds like they are sitting on it. They could at least plug in FDRS and push firmware to the module and force a reinstall. If the module doesnt accept the files, it gets replaced. If it does, it should fix the issue. Should the issue keep happening after the updated file system has been reinstalled then the module in question (APIM) is failing and should be replaced. Also keep in mind, that there is a difference between built in navigation and connected navigation. Connected Navigation, requires a paid subscription, be it annually or monthly. When not in paid status, the maps are still visible, just Navigation is unavailable. Built-in Navigation works endlessly, the only thing needed to be paid for is the traffic and weather data.

 

[MattMacMan]

I would go up there so they cant B.S. you with "Ill get back to you with an answer by end of day" and find stuff to come up with and ask them what all has been done so far? What progress has been made? What are the next steps after they have accomplished X, Y, and Z? Grill them. And if they scramble for information, put the pressure on them asking why has it just been sitting here all this time?

Its ironic that I would suggest a customer grill my own brethren. But theres some lazy ones in our career field and if they have been doing their jobs, theyd have the answers and they wouldve contacted you and updated you on the situation. By no means am I suggesting getting aggressive. But simple questions can put enough pressure on them, especially if its been sitting with no progress. But honestly, they should be calling/texting you regularly with updates as they come in. And a module issue is a quick fix. I mean really. Itll flash or it wont, and its under warranty or it isnt. Im sorry you have to deal with this.

 

[MattMacMan]

Hi weedy171 and welcome to the Lincoln Forums. Have you contacted the Service Advisor who handled your vehicle when you took it to the dealership? That would be the place to start. There is nothing wrong with being proactive and calling once a week for an update, since you are not getting any.

The Advisor should be getting updates from the technician and relaying them to the customer. Its their job. lol He shouldnt have to call them and ask. No updates for a month is negligent on the Advisor's end. If a part was on backorder, he shouldve informed the customer about it as soon as he found out.

It is difficult, at best, to blind Internet diagnose a problem or how long it may take to fix, when we have no idea what the issue may be. Especially when it is a used vehicle purchase, since who knows what the previous owner may have done with the vehicle.

I agree with you on this one. However even the standard (base) trims came with SYNC 4 with Connected Navigation. If its blank and stating unavailable, its a module issue. Not saying you specifically shouldve known, but the Advisor could check that one, hell even have a tech do it, they should know in an hour or less. 24 hours if the tech had another vehicle in the bay before his and he had an appointment.

In addition, it is odd that the NAV system would display “Map Data Unavailable“, since the maps are still available in SYNC 3 & 4 systems, even if the owner has not updated them in years.

Exactly lol. Connected Navigation would show the map, just wont allow turn by turn directions without a subscription. (21-23 Nautiluses have SYNC 4, and 16-20 have SYNC 3). SYNC 3 it either has Nav or it doesnt, since the Connected Navigation is a SYNC 4 feature (I hate subs, I don't believe features of any vehicle should be behind a paywall but I digress).....

I’m sure others will also jump in to help, so keep us updated and good luck.

Cheers!

 

[bbf2530]

The Advisor should be getting updates from the technician and relaying them to the customer. Its their job. lol He shouldnt have to call them and ask. No updates for a month is negligent on the Advisor's end. If a part was on backorder, he shouldve informed the customer about it as soon as he found out.

I agree with you on this one. However even the standard (base) trims came with SYNC 4 with Connected Navigation. If its blank and stating unavailable, its a module issue. Not saying you specifically shouldve known, but the Advisor could check that one, hell even have a tech do it, they should know in an hour or less. 24 hours if the tech had another vehicle in the bay before his and he had an appointment.

Exactly lol. Connected Navigation would show the map, just wont allow turn by turn directions without a subscription. (21-23 Nautiluses have SYNC 4, and 16-20 have SYNC 3). SYNC 3 it either has Nav or it doesnt, since the Connected Navigation is a SYNC 4 feature (I hate subs, I don't believe features of any vehicle should be behind a paywall but I digress).....

Cheers!

Hi MattMacMan. LOL…perhaps my response was confusing, since it seems you did not comprehend what I wrote, if you felt you had to quote me as though I inferred the Service Advisor was doing their job properly.

Yes, the Service Advisor should be relaying updates to the customer. I stated that. However, they are not.
Therefore, if the OP wants updates more often than once every few weeks (the OP last called “before Thanksgiving”), their course of action is to be proactive, call, and ask, since neither you, I or anyone else here can offer updates. No different than your advice to go in. Go in, call. Be proactive. The alternative is to passively continue this unsatisfactory course of action.

In addition to the Service Advisor and Techs seeming to drop the ball, there also seems to possibly be some owner confusion as to how the entire system works. Without more information, that is difficult to determine. Therefore, being proactive is the best course of action.
Call. Go in. Call Lincoln Concierge.

Cheers!

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[weedy171]

Well Update time-- called the dealership and ironically( ) they heard back from Lincoln and need to perform more tests on it and need it for the day.

 

[MattMacMan]

Hi MattMacMan. LOL…perhaps my response was confusing, since it seems you did not comprehend what I wrote, if you felt you had to quote me as though I inferred the Service Advisor was doing their job properly.

Yes, the Service Advisor should be relaying updates to the customer. I stated that. However, they are not.
Therefore, if the OP wants updates more often than once every few weeks (the OP last called “before Thanksgiving”), their course of action is to be proactive, call, and ask, since neither you, I or anyone else here can offer updates. No different than your advice to go in. Go in, call. Be proactive. The alternative is to passively continue this unsatisfactory course of action.

In addition to the Service Advisor and Techs seeming to drop the ball, there also seems to possibly be some owner confusion as to how the entire system works. Without more information, that is difficult to determine. Therefore, being proactive is the best course of action.
Call. Go in. Call Lincoln Concierge.

Cheers!

Oh it wasnt a nastygram lol. I was more irritated at the fact they were being lazy about it. Nothing against you, I understood you, just was answering your paragraphs. Mightve got caught up in the moment, yesterday was a rough day in the service drive lol.

 

[bbf2530]

Oh it wasnt a nastygram lol. I was more irritated at the fact they were being lazy about it. Nothing against you, I understood you, just was answering your paragraphs. Mightve got caught up in the moment, yesterday was a rough day in the service drive lol.

Hi MattMacMan I had a feeling you were probably at the end of a rough day.

And 100% agree that unfortunately…they were being lazy.

Hopefully the rest of the year and your holidays will be better!

Good luck.

 

[MattMacMan]

Hi MattMacMan I had a feeling you were probably at the end of a rough day.

And 100% agree that unfortunately…they were being lazy.

Hopefully the rest of the year and your holidays will be better!

Good luck.

We go on a cruise from the 20th to the 28th. Lifes about to get MUCH better. lol. Cheers!

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[weedy171]

Well here is an update. Spent another day at the shop. I was able to talk to the mechanic. He said they are dealing with a third party support for this issue. He said when they run the diagnostics they do not get an error codes. So he doesnt know if its electrical or a box. He said he has flashed the boxes for this and still does not help. He said supported was remoted in and can see the maps are not loaded and see the map not available pop up. He thinks its a subscription problem but I was like well this was doing this prior to me doing the connected services subscription. So I had him thinking their. I said to him, don't you think their would me some map(from the last time it was updated in the first years from the previous owner) GPS seems to be working, I can see the car via the Lincoln app. They said they were dealing with a guy over the middle east but now are dealing with a guy in Detroit. I asked at what point can get this escalated because it doesn't seem like we are getting anywhere. He said he thought they were pretty close in bring a regional guy in to look at.

 

[MattMacMan]

Well here is an update. Spent another day at the shop. I was able to talk to the mechanic. He said they are dealing with a third party support for this issue. He said when they run the diagnostics they do not get an error codes. So he doesnt know if its electrical or a box. He said he has flashed the boxes for this and still does not help. He said supported was remoted in and can see the maps are not loaded and see the map not available pop up. He thinks its a subscription problem but I was like well this was doing this prior to me doing the connected services subscription. So I had him thinking their. I said to him, don't you think their would me some map(from the last time it was updated in the first years from the previous owner) GPS seems to be working, I can see the car via the Lincoln app. They said they were dealing with a guy over the middle east but now are dealing with a guy in Detroit. I asked at what point can get this escalated because it doesn't seem like we are getting anywhere. He said he thought they were pretty close in bring a regional guy in to look at.

I have no idea why they need 3rd party approval. That doesnt sound right. Is the vehicle covered by some 3rd party warranty? It should still be under the factory warranty unless it has been over the mileage. By "guy in Detroit" do they mean Lincoln Corporate/Concierge? Im really confused on why they are handling it this way. The math isnt mathing.

Also, the GPS in the Lincoln Way app is based off the TCU (Telematics Control Unit). Not the APIM which is the module thats faulty here. It sounds to me if they cant flash the maps to the module, the module is bad. Thats all there is to it.

 

[weedy171]

They made a comment that their ford sync support is through a 3rd party. I am pretty sure its out of warranty(only has 31,000 miles on it. They did paid for extended warranty, but they said they were going to cover this since it didn't work when they sold it(holding breath here). My guess they don't want to order a part because they would have to eat the cost if it doesn't fix it. I could be wrong.

 

[MattMacMan]

They made a comment that their ford sync support is through a 3rd party. I am pretty sure its out of warranty(only has 31,000 miles on it. They did paid for extended warranty, but they said they were going to cover this since it didn't work when they sold it(holding breath here). My guess they don't want to order a part because they would have to eat the cost if it doesn't fix it. I could be wrong.

Yes, the APIMs are around $2000 factory pricing before markup. Our dealership sells that part to customers at $2800 before labor and programming. SYNC is BlackBerry QNX based, but the hardware is still made by Ford. Ford should cover it, and now that they have mentioned it to you, you should have them fix it since it was sold like that it shouldve been fixed before it ever hit the lot. Theyre rick rolling you man, it doesnt take this long. They can send the logs in to support the reason for replacement. If its out of warranty (factory) then it has to go through the warranty that was purchased. And these companies can be a PAIN to deal with since they love to take customers money but try to weasel their way out of paying for anything that falls under their clauses. Its a racket. But if the dealership said they are going to fix it, they should just fix it for you and write the cost off as business expenses.

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[Lincoln777]

Had something similar on my 2020 MKZ where the maps just vanished one day - turned out to be a bad APIM module that needed replacement. If they've already tried flashing it multiple times and it's still not working, sounds like the module is toast and they're just dragging their feet on ordering the part.

 

[weedy171]

Had something similar on my 2020 MKZ where the maps just vanished one day - turned out to be a bad APIM module that needed replacement. If they've already tried flashing it multiple times and it's still not working, sounds like the module is toast and they're just dragging their feet on ordering the part.

Curious did yours say map data unavailable when trying to search?