ACTIVE GLIDE NOT WORKING

[mafzal]

Okay, that is interesting. Yes, I and many others received the OTA update for the new maps in August. The documentation shows that dealers should be able to update the maps if your vehicle is one of the affected VINs.

Have you shown this to your dealer, and they are still not sure what to do? Is there another dealer you can go to?

My car is not doing over-the-air upgrades. I have taken the car 3 times to the dealer and cannot figure it out. Maybe I have to go to another dealer. This is the letter that I am talking about. The AG worked great for the first 3 months. My car was built in a Kentucky truck plant and falls into the first category.

 

[bbf2530]

Yes, I am in Florida. I have called Lincoln Concierge multiple times and they are telling me to take the car to another dealership. I have sent 2 letters to them also. No response yet. They are not helpful. I go here in big dealership. no help

Hi mafzal. If Lincoln Concierge told you to take your vehicle to another Dealership, then that is what you need to do.

Good luck.

 

[bbf2530]

please read this information. It is coming from Lincoln

Hi mafzal. You are reading that information incorrectly. It is a Field Service Action notification. The simple version of what that letter states is as follows: In order for ActiveGlide to stay current, up to date and safe, the ActiveGlide maps are updated on a regular basis. When they expire, they need to be updated, or else ActiveGlide will go into a sort of fail-safe mode and not operate as designed. The ActiveGlide map license in some vehicles (still on Dealer lots) was set to expire on 9/10/22.
If a vehicle did slip through and get sold without the maps being updated, then it will update via OTA updates while the owner has it. If it does not receive the update, then the Dealer is to check to see if it updated, and if it has not, they are to update it manually. This may apply to your vehicle. but we can't tell over the Internet.

Therefore, affected vehicles which are still on the Dealers lots will need to be updated before being sold, since they will not OTA update while sitting on the lot (SYNC 4 would not be active on unsold vehicles).

It has nothing to do with "Lincoln losing the license for Active Glide". There is no "other system". And it is not a "recall".

Your vehicle should be receiving OTA updates. If it is not, there is either a problem with the system, or you have OTA updates disabled/turned off. If you are sure OTA updates are enabled, then there is an issue with your vehicle which you need addressed. No one here can help you with that.

This is why you need to take your vehicle to another Lincoln Dealership, since you are not happy with the service you are receiving from your "big" Dealership.

What was the Build Date for your Navigator? As that Field Service Action message states: "Affected vehicles are identified in OASIS and FSA VIN lists." If your vehicle is affected by this Service Message, it will be listed in the OASIS system at the Dealership. All they need to do is input your VIN, which I have to assume they did. Then it is a simple update.

Bring your Navigator to another Lincoln Dealership, keep us updated and good luck.

 

[tgara]

My car is not doing over-the-air upgrades. I have taken the car 3 times to the dealer and cannot figure it out. Maybe I have to go to another dealer. This is the letter that I am talking about. The AG worked great for the first 3 months. My car was built in a Kentucky truck plant and falls into the first category.

That notice you posted about map updates pertains to UNSOLD vehicles (e.g., vehicles in transport to the dealers from the factory, or vehicles currently on the dealer lots). So Yes, I think the problem you are having is not that AG is malfunctioning, but rather that you are not getting the OTA updates needed to make it work properly. According to @Black Label, the last OTA update was in August, and ahead of the September 10, 2022 map expiration so the timing of the update and your outage makes sense. Based on the Notice you posted, I think once you successfully get your maps updated, the ActiveGlide system should work the way you remembered.

I would check all the vehicle settings and make sure your Nav is connecting to the internet. If you need assistance, you'll need to tell the Dealer or the Lincoln Concierge that you need help getting the OTA map updates, not that the AG system is not working. While the software affects the AG system, your root problem is the lack of the updated mapping software, so I think it's important to emphasize that.

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[mafzal]

That notice you posted about map updates pertains to UNSOLD vehicles (e.g., vehicles in transport to the dealers from the factory, or vehicles currently on the dealer lots). So Yes, I think the problem you are having is not that AG is malfunctioning, but rather that you are not getting the OTA updates needed to make it work properly. According to @Black Label, the last OTA update was in August, and ahead of the September 10, 2022 map expiration so the timing of the update and your outage makes sense. I think once you successfully get your maps updated, the ActiveGlide system should work the way you remembered.

I would check all the vehicle settings and make sure your Nav is connecting to the internet. If you need assistance, you'll need to tell the Dealer or the Lincoln Concierge that you need help getting the OTA map updates, not that the AG system is not working. While the software affects the AG system, your root problem is the lack of the updated mapping software, so I think it's important to emphasize that.

I have tried to update it. I am not sure if the modem not working properly. I will ask someone again( more computer expert) to try to update the system and check the modem.

 

[Black Label]

It sounds like you have an incompetent service department at the dealer. Is there another dealer you can go to?

 

[tgara]

It sounds like you have an incompetent service department at the dealer. Is there another dealer you can go to?

Possibly, but this is a somewhat multifaceted problem with new technology that the techs may not be completely familiar with. It's more of a computer software issue than a hardware or component issue, that is, the fundamental problem is not the active glide system per se, but rather the software that powers it. Based on the Notice that @mafzal posted, it seems that once the software and maps updates are installed, the system should work. From what I'm gleaning from the above posts, @mafzal may not be asking the right questions or describing the problem in a way that the service guys can understand that the basic issue lies in a maps update, not the AG system itself.

@mafzal , you said in Post #21 above "My car is not doing over-the-air upgrades." Do you have the update system turned off? Or is the update system on but not working properly?

 

[mafzal]

Possibly, but this is a somewhat multifaceted problem with new technology that the techs may not be completely familiar with. It's more of a computer software issue than a hardware or component issue, that is, the fundamental problem is not the active glide system per se, but rather the software that powers it. Based on the Notice that @mafzal posted, it seems that once the software and maps updates are installed, the system should work. From what I'm gleaning from the above posts, @mafzal may not be asking the right questions or describing the problem in a way that the service guys can understand that the basic issue lies in a maps update, not the AG system itself.

@mafzal , you said in Post #21 above "My car is not doing over-the-air upgrades." Do you have the update system turned off? Or is the update system on but not working properly?

The update system is turned on and connected to the home wifi. The update time is also set.

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[bbf2530]

The update system is turned on and connected to the home wifi. The update time is also set.

Hi mafzal. First, I would recommend you deselect any chosen update time limits and let the system update at will (if possible).

If that does not work, then you need to do what the Lincoln Concierge and others have recommended...Try the Service Department at another Lincoln Dealership. Ask Lincoln Concierge for assistance with this, if you are not sure what to do.

Keep us updated and good luck.

 

[Black Label]

Possibly, but this is a somewhat multifaceted problem with new technology that the techs may not be completely familiar with. It's more of a computer software issue than a hardware or component issue, that is, the fundamental problem is not the active glide system per se, but rather the software that powers it. Based on the Notice that @mafzal posted, it seems that once the software and maps updates are installed, the system should work. From what I'm gleaning from the above posts, @mafzal may not be asking the right questions or describing the problem in a way that the service guys can understand that the basic issue lies in a maps update, not the AG system itself.

@mafzal , you said in Post #21 above "My car is not doing over-the-air upgrades." Do you have the update system turned off? Or is the update system on but not working properly?

Belive me, I get software woes. That is why I amount out of my 2020 and in my 2022 from a buyback.

Just sounds to me like the techs should thin k to check what map version is installed and go from there.

 

[mafzal]

Belive me, I get software woes. That is why I amount out of my 2020 and in my 2022 from a buyback.

Just sounds to me like the techs should thin k to check what map version is installed and go from there.

The documents I posted were given to me by someone in Lincoln. The service guys were aware of this. This is the responsibility of the service guys to check both the hardware and software issues. They were also in the dark as Lincoln has not issued any guidance on AG. I was the first one in that dealership to complain about the AG not working. The service guys told me that they have to call the hotline and ask them what to do. I have downloaded the new software and apparently, AG worked yesterday. Today I have to go to a different highway and will let you know.
But I am not a Lincoln technician and if something new like AG not working properly, I do not know what to do. I am a physician and I know what I have to do.

 

[mafzal]

The good news is that 2 days ago I worked with another computer expert and tried to fix the settings on my car a second time. This time the car was able to get ON THE AIR UPDATES and ACTIVE GLIDE started working as it was before. The lincoln technician was not aware of how to fix this. I have emailed the technician that I have fixed the AG situation and can teach him also. So far no response.

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[tgara]

The good news is that 2 days ago I worked with another computer expert and tried to fix the settings on my car a second time. This time the car was able to get ON THE AIR UPDATES and ACTIVE GLIDE started working as it was before. The lincoln technician was not aware of how to fix this. I have emailed the technician that I have fixed the AG situation and can teach him also. So far no response.

Good to hear, glad you got it resolved. So it was a Settings issue as to why you could not the the OTA updates?

 

[tgara]

Belive me, I get software woes. That is why I amount out of my 2020 and in my 2022 from a buyback.

Just sounds to me like the techs should thin k to check what map version is installed and go from there.

You would think that, but often it doesn't work out that way. Does your Navigator have AstroGlide?

 

[mafzal]

Good to hear, glad you got it resolved. So it was a Settings issue as to why you could not the the OTA updates?

I am not sure what the issue was. But it was all software issues. Not hardware. I reset the whole car to factory settings. Then checked all the settings and wifi issues and set up date timings. Apparently, that worked. I have informed the Lincoln dealership that I was able to fix it with my son. I will probably go to the dealership to teach them also.

 

[mbutter104]

I have tried to update it. I am not sure if the modem not working properly. I will ask someone again( more computer expert) to try to update the system and check the modem.

Hello same issue. I set the updates manually to everyday at 11:30PM have you tried that? This will supposedly push the updates to you.

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[mafzal]

Hello same issue. I set the updates manually to everyday at 11:30PM have you tried that? This will supposedly push the updates to you.

Yes, I reset the car to factory settings. Then reset sync 4. Reset wifi and updated the software update settings and that worked. I just used active glide and it was working well.
So when the software stopped working last month, it also started giving me a " watch the road" message very frequently. But after the successful update, now active glide working well. It was a soft ware issue.

 

[Black Label]

You would think that, but often it doesn't work out that way. Does your Navigator have AstroGlide?

Freudian slip? Uh, yes, ActiveGlide. Has been working throughout this but like I said my maps updated in August.

 

[BoatLincoln]

I've read this thread with a lot of interest. I've got a 22 Nav Reserve with all of 4,000 miles on it. I have had a host of software gremlins which led my dealer to replace the APIM. Once replaced, I took a 2300 mile road trip and active glide never once worked in handsfree mode - prior to replacement, it worked fine. The dealer was checking into it, but I will try the suggestions above as well.

 

[mafzal]

Freudian slip? Uh, yes, ActiveGlide. Has been working throughout this but like I said my maps updated in August.

My car maps I think updated?? After that AG stopped working. The dealership and concierge had no answer after multiple tries. Then I reset the car to factory setting. Reset sync 4. Reset wifi settings and reset on the air update settings. That worked. It was a software issue.
Last week dealership gave me a brand new car to check AG and even in that car AG was not working. After I read the papers that I uploaded before and went through the whole exercise with my car. I realized what is going on. The new car at the dealership was not updated either. I have offered that dealership to come and teach them how to update software.
Well, imagine a doctor teaching Lincoln technicians how to update Lincoln software. That will be awesome.