Master Reset on 2020 Expedition never completes? Can't activate FordPass

[stealthmax]

Edit: RESOLVED

We recently picked up a used 2020 Expedition MAX (stealth). In order to activate FordPass Connect, I've gone through several attempts at doing the Master Reset through the Sync screen, but it doesn't seem to ever "complete" - the screen stays black for 15+ minutes. If I get out/lock/get back in, the screen comes back, but it doesn't appear to actually reset everything (radio station is still set, etc).

Any ideas what's going on? The Ford dealers near me seem to be 1+ month out for service.

 

[5280tunage]

have you tried a soft reset first? that is, use the power and skip buttons together for a few seconds. That is a soft reset, try doing that two times in a row first, then try your master reset.

Also, any chance you can post your sync version?

 

[stealthmax]

I did do a soft reset or two, but can try again. Looks like it's Sync 3.4, build 19274 21194. It was working on downloading an update earlier, though I'm not sure if it finished.

Edit: it apparently did update, and is working on another download right now.

 

[stealthmax]

Not sure if the soft resets or the Sync update did it, but I am able to do a master reset now. It didn't fix the FordPass Connect activation problem, though.

 

[Rob6805]

The latest version is 3.4.21194. I would update to that first then try the master reset.

https://help.ford.com/update-sync/

 

[stealthmax]

The latest version is 3.4.21194. I would update to that first then try the master reset.

https://help.ford.com/update-sync/

I updated my post, it's on 21194 now, still can't link up with FordPass Connect.

 

[caplanm]

Two thoughts, first the VIN still might be associated with the previous owner's FordPass account, and wasn't removed. A Ford dealer can probably check if it is via OASIS. A second thought is to remove the activation from the Ford Pass app on your iPhone/Android, providing you were able to register your VIN and Activate it via the app. The app will allow you to remove to activation. If you are able to remove it on the app, do 1 key cycle, shut down, open and close the drivers door and wait 30 minutes. Then try to add the FordPassConnect on your app, and see what happens

 

[stealthmax]

I have no clue if the previous owner removed the VIN from their account - is that strictly required? Or should a master reset clear that association?

Another thing that's odd to me - after the master reset, it still doesn't seem like everything is being reset. The radio station is still set to what it was beforehand, and I don't get asked if I want to enable data/automatic updates like I've seen in some videos. Odd.

 

[caplanm]

Did you purchase the vehicle from a Ford Dealer? I would definitely engage them, if you did. It still seems like it is set to the previous owner. Any Ford dealer with your VIN should probably figure it out.

 

[Rob6805]

Did you call the FordPass help desk? 833-385-0512

 

[stealthmax]

Did you call the FordPass help desk? 833-385-0512

I used the chat function, I haven't tried also calling.

 

[Rob6805]

I used the chat function, I haven't tried also calling.

What happens when you try and add the vin in the FordPass app?

 

[stealthmax]

What happens when you try and add the vin in the FordPass app?

I'm able to add it, but when I click Activate, I get this:

 

[caplanm]

I still think you should reach out to a Ford Dealer. If it is still associated with the previous owner, it is not going to remove that owner with a Master Reset. I'm assuming that you got your pre-owner Expedition from a Ford Dealer. If that is the case. Shame on them for not clearing everything including any SXM Subscriptions, as well as the FordPass Modem If you go to a Ford dealer, he should be able to pull up OASIS and find out who the previous owner was.

 

[Tha Capn]

We had the same issue. Our 2020 Expy was a prior rental, so we had to call the help desk. They had to remove the info saying that it was a rental and did a master reset. After that everything was working like it should.

 

[Rob6805]

I still think you should reach out to a Ford Dealer. If it is still associated with the previous owner, it is not going to remove that owner with a Master Reset. I'm assuming that you got your pre-owner Expedition from a Ford Dealer. If that is the case. Shame on them for not clearing everything including any SXM Subscriptions, as well as the FordPass Modem If you go to a Ford dealer, he should be able to pull up OASIS and find out who the previous owner was.

I do think a master reset is supposed to wipe out all previous data, include ForsPass linked accounts. For some reason his isn't working.

 

[Rob6805]

I'm able to add it, but when I click Activate, I get this:

You may need to replace the APIM. If
it's under warranty push the dealer to either get it reset so you can start out fresh or replace it.

 

[stealthmax]

Update: I did a rain dance and tried another sequence of toggling the connectivity, locking the car, FordPass reset, locking the car, etc and it finally did a proper reset and the app was able to activate.

 

[Bmac1955]

I would call the Help Desk. They will solve that issue quickly.

 

[Rob6805]

Update: I did a rain dance and tried another sequence of toggling the connectivity, locking the car, FordPass reset, locking the car, etc and it finally did a proper reset and the app was able to activate.

Oh man, nice. Something was hung up for sure. Glad you got it.