Fulltext TSBs

Technical Service Bulletins

TSB
09-11-8
  • SYNC WITH 911 ASSIST AND VEHICLE HEALTH REPORT (VHR) DEALER UPGRADE SOFTWARE
Publication Date: May 28, 2009

FORD:
2008-2009 Focus, Fusion, Taurus X, Taurus, Edge, Explorer Sport Trac, Explorer
2009 Escape Hybrid, Escape, Expedition, F-150, F-Super Duty, Flex
LINCOLN:
2008-2009 MKZ
2009 MKS
2008-2009 MKX, Navigator
MERCURY:
2008-2009 Milan, Sable, Mountaineer
2009 Mariner Hybrid, Mariner

This article supersedes TSB 9-5-4 to update the Service Procedure and add a production fix date.

ISSUE:

Some customers with 2008 or 2009 vehicles equipped with SYNC may request the 911 assist and vehicle health report (VHR) service upgrade installation. This software upgrade is not a warrantable repair. Software is available only through professional technician society (PTS) website, and not available through the syncmyride.com website.

ACTION:

Follow the Service Procedure steps to upgrade the SYNC software.

SERVICE PROCEDURE

This software upgrade applies only to the following vehicle model years and build dates:

  • 2008-2009 Focus built before 1/20/2009
  • 2008-2009 Explorer, Explorer Sport Trac, Mountaineer built before 1/12/2009
  • 2008-2009 Edge, MKX, and 2009 Flex, Escape, Mariner built before 12/4/2008
  • 2008-2009 Taurus, Taurus X, Sable, and 2009 F-Super Duty, MKS, F-150 built before 12/1/2008
  • 2008-2009 Fusion, Milan, MKZ

Vehicles built on or after these dates are already equipped with the 911 Assist/Vehicle Health Report features and do not require updating.

To determine if the vehicles are within these build ranges or have already been upgraded to SYNC 911 Assist/VHR, access the Professional Technician Society (PTS) website, run OASIS by pressing the Read VIN and DTC's button, and click on the SYNC tab. If the description box indicates 911 and Vehicle Health Report, vehicle has been upgraded.

The 911 assist with VHR upgrade automatically reprograms the accessory protocol interface module (APIM), instrument cluster (IC), and restraints control module (RCM).

The VHR applies only to United States (US) vehicles, 911 assist is for US and Canadian vehicles operated within the US and Canada.

Performing this upgrade may result in some untested devices losing certain functionality, such as bluetooth connection and phonebook download. Before continuing with this upgrade, make sure the customer's device is listed on the compatibility matrix. It is strongly recommended to pair the device to another vehicle currently equipped with 911 Assist/Vehicle Health Report to ensure proper functionality before continuing.

Configuration and programming requires the use of IDS and a special PTS application. Installer must have access to PTS and have a valid PTS user ID and password. Ensure the IDS is at the latest software version.

For additional programming tips, dealer network setting requirements, and possible error states related to 911 Assist and VHR upgrades, reference the latest information on the Professional Technician Society (PTS) website.

  1. When updating 2008-2009 Explorer, Mountaineer, Explorer Sport Trac, Expedition, or Navigator vehicles, it is necessary to manually record and reenter the Oil Life % Value as displayed on the message center. Record the current oil life before updating 911 Assist/VHR, and reenter using the message center once programming is complete.
  2. Connect the vehicle communication module (VCM) to the data link connector (DLC).
  3. Connect the VCM to the IDS tool or laptop running IDS software.
  4. Turn the ignition key to the on position.
  5. Launch IDS tool but do not start a new session.
  6. If required, update the VCM with the latest IDS release 59.9 and higher.
  7. Close the IDS tool.
  8. From the PTS website, run OASIS by pressing the read VIN and DTC's button. After vehicle communication is established, press the go button.
  9. From the Vehicle Service Session screen, select the Upgrade/Mods tab.
  10. Once correct vehicle is chosen, select SYNC upgrade with 911 Assist/VHR.
  11. Follow the on-screen instructions to program the APIM, IC, and RCM.

    NOTE:TO COMPLETE THE UPGRADE PROCESS, PERFORM THE FOLLOWING STEPS TO CONFIRM THE VEHICLE HAS BEEN CORRECTLY CONFIGURED TO HAVE THESE FEATURES. FAILING TO COMPLETE THE STEPS BELOW MAY RESULT IN 911 ASSIST/VHR NOT DISPLAYING ON THE SYNC MENU.

  12. Set ignition to off.
  13. Open and close driver side door.
  14. Set ignition to on.
  15. Follow applicable instructions (see below) to ensure 911 Assist/VHR appear on Sync menu.
  16. Close all Internet Explorer browser windows.
  17. Clear all DTC's on all modules.
  18. Reenter the Oil Life % Value for 2008-2009 Explorer, Mountaineer, Explorer Sport Trac, Expedition, or Navigator vehicles.

Navigation Radio Instructions

911 Assist/VHR feature confirmation.

  1. Press phone button on the Navigation LCD to enter phone menu.
  2. Press cancel when pop-up menu appears on Navigation LCD display.
  3. Press settings soft key on Navigation LCD display.
  4. Press advanced soft key on Navigation LCD display.
  5. Verify 911 Assist/VHR is in menu in Navigation LCD display.

Non Navigation Radio Instructions

911 Assist/VHR feature confirmation.

  1. Press phone button on steering wheel.
  2. Press left arrow on steering wheel until return is displayed on radio screen, then press ok.
  3. Press left arrow on steering wheel until return is displayed on radio screen, then press ok.
  4. Press left arrow until 911 Assist/VHR is displayed.

    Once 911 Assist/VHR installation is complete, the customer will need to reload their phone book if that application is desired.

    NOTE:IF SERVICE IS REQUIRED ON 2008 OR 2009 EARLY BUILT VEHICLES UPGRADED TO 911 ASSIST/VHR, REFERENCE THE APPLICABLE 2009 WORKSHOP MANUAL AND FOLLOW THE V2 DIAGNOSTIC PROCEDURES.

WARRANTY STATUS:

Information Only – Not Warrantable