8pm PST 7/29 app/site won't update car status - anyone else?

WattsUp · Jul 29, 2013

Anyone else seeing the same? I occasionally see this behavior and am just wondering how widespread it is.

My car is parked in my garage in suburbia, where it gets good reception and normally is able to report status.

The app says "Update failed. Try again later" and the site says "Unable to contact vehicle".

Dreaming-in-Focus · Jul 29, 2013

Same here past hour. 10:30 CDT currently.

WattsUp said:
Anyone else seeing the same? I occasionally see this behavior and am just wondering how widespread it is.

My car is parked in my garage in suburbia, where it gets good reception and normally is able to report status.

The app says "Update failed. Try again later" and the site says "Unable to contact vehicle".

nallgaier · Jul 29, 2013

Same here past couple hours... 12:30AM Eastern currently. I also see this from time to time, not sure what it's about.

WattsUp · Jul 30, 2013

Well, as of 10pm PST I still can't connect with the car.

Out of curiosity, I tried to remote start the car using the iPhone app. It didn't work (not that I really thought it would). The phone app said "Remote starting" for a while and then finally said "Unable to remote start" after a couple minutes.

But, interestingly... I still had the MFM website open in my browser, and its status display also switched to "Remote starting" all by itself. (I had only issued the command via the phone.)

So, apparently, there is communication occurring between the Ford servers receiving commands from the phone app and (presumably) polling requests from the website. Just no communication with the car itself... brilliant.

-----

Edit: Btw, the remote unlock feature isn't working either. Ramification being, if you were locked out of your car right now and needed the mobile app to be a lifesaver, you're screwed until Ford gets the car communication back up.

unplugged · Jul 30, 2013

Same issue with my car.

I'll give Ford a call to see if the system is down. I might have to call in the morning since they might be closed for the night.

WattsUp · Jul 30, 2013

unplugged said:
Same issue with my car.

I'll give Ford a call to see if the system is down. I might have to call in the morning since they might be closed for the night.

Thanks.

Geez, doesn't Ford realize they need to staff their systems 24/7 if they are going to seriously offer these types of cloud-based services? They can't just go home and check things in the morning.

At the very least, the operating status of various features (car status, remote start, etc.) should be reported on the website/app, or updates sent out in text/email, so customers aren't left frustrated.

JTCalif · Jul 30, 2013

Same "Unable to contact vehicle" here, near San Francisco in good coverage area;
last update almost 9 hours ago.

IMPORTANT to me: one tire went soft, since that loss of communication (so "Tire Pressure" report is wrong, as is Vehicle Locator). I was thinking about calling for calling for roadside help, when didn't know severity of problem ... wonder if 'phone help goes down, too. They might have gone to wrong place.
(I got home OK, with 29 psi in that tire.)

jmueller065 · Jul 30, 2013

Same here since last night around 5pm Eastern. Still offline.

I bet it comes back online this morning sometime between 8am and 9am as people show up to work at Ford! LOL

I sent a note to [email protected] this morning--I'm doubtful I'll get a quick response (if any at all).

v_traveller · Jul 30, 2013

7:15am Pacific, still not updating for me.

Last night I tried pulling and replacing the telematics control module fuse (F1 in the trunk), didn't help. Has anyone else tried to resolve this using one of the solutions previously posted on this forum for similar problems, i.e. disconnecting the 12v battery, or removing/adding their vehicle from/to their MFM account? The problem does seem to be system-wide, but I'm wondering if it was a "glitch" and that perhaps we need to each do something on our end to resolve.

Edit: Just tried to call Ford (800-392-FORD), support for MFM is closed for another hour. WTF???

jmueller065 · Jul 30, 2013

v_traveller said:
Has anyone else tried to resolve this using one of the solutions previously posted on this forum for similar problems, i.e. disconnecting the 12v battery, or removing/adding their vehicle from/to their MFM account? The problem does seem to be system-wide, but I'm wondering if it was a "glitch" and that perhaps we need to each do something on our end to resolve.

Yes: Pulled F1, Pulled the Sync Fuse, deleted my car from MFM--THEN I read this thread! LOL

v_traveller · Jul 30, 2013

Okay, I just tried to send a vehicle health report from inside the car, came up with a server error. So more and more it sounds to me like it's "The System", not us nor our beloved FFEs.

georgek · Jul 30, 2013

MFM site currently says "last updated 18hours 40minutes ago from my computer.

philly_ev · Jul 30, 2013

I am having this issue too. I am going to call FORD and see what the issue is (1.800.392.3673).

Lake EV · Jul 30, 2013

I too have not been able to communicate with MFM since mid day yesterday (7/29/13) PDT. I did send Ford email with this problem.

WindPowered · Jul 30, 2013

Still not working for me at of ~11:30AM EDT.

If anyone's talked to Ford and been able to get anything *useful* out of them re: this, please post it for the rest of us.

WP

v_traveller · Jul 30, 2013

Okay I called, no immediately useful info... rep said that the case needs to be elevated... got a case # and a promise for a callback within the next 5 business days. I tried to convey that there are a number of us that are currently experiencing the issue, but perhaps everyone should call in to ensure they get the message...

unplugged · Jul 30, 2013

WattsUp said:
you're screwed until Ford gets the car communication back up.

That's okay, Ford tells me that they will get back to me within 3-5 DAYS. Here is the post I put on the MyFordMobile forum:

After a half hour on the line with support, and three transfers (Ford uses one number, but each sub-department has their own number), someone finally took my case.

At first, she wanted me to remove my car from MyFordMobile and then add it back in. I told her that was like calling Verizon and the first thing they want you to do is master reset your phone. I explained that this issue was with at least 8 people just on the MyFordMobile forum, so it is affecting many others. She replied that, "well, that is just our process. But we will issue a case number for you." She gave me CAS-2893558.

I asked if others could refer to this number and she said it was only for my case. Then she said they would be back to me within 3 - 5 days. I said that given the fact this is affecting many people, they may want to make this issue a priority. She wasn't very concerned, saying it may be earlier, she didn't know.

If others want call, here is the last number sequence I used: 1-800-392-3673, then prompts, 1, 4, 2, 1.

Go ahead and make a case number, it might help and you might get a response in 3 to 5 DAYS.

jmueller065 · Jul 30, 2013

Wow! I sent an e-mail to [email protected] and got an automatic reply that I'll get info in 48 hours--better response via e-mail.

I've also sent a query to @FordService on twitter as they usually reply within an hour or two.

Fluke · Jul 30, 2013

unplugged said:
WattsUp said:

you're screwed until Ford gets the car communication back up.

Click to expand...

That's okay, Ford tells me that they will get back to me within 3-5 DAYS. Here is the post I put on the MyFordMobile forum:

After a half hour on the line with support, and three transfers (Ford uses one number, but each sub-department has their own number), someone finally took my case.

At first, she wanted me to remove my car from MyFordMobile and then add it back in. I told her that was like calling Verizon and the first thing they want you to do is master reset your phone. I explained that this issue was with at least 8 people just on the MyFordMobile forum, so it is affecting many others. She replied that, "well, that is just our process. But we will issue a case number for you." She gave me CAS-2893558.

I asked if others could refer to this number and she said it was only for my case. Then she said they would be back to me within 3 - 5 days. I said that given the fact this is affecting many people, they may want to make this issue a priority. She wasn't very concerned, saying it may be earlier, she didn't know.

If others want call, here is the last number sequence I used: 1-800-392-3673, then prompts, 1, 4, 2, 1.

Go ahead and make a case number, it might help and you might get a response in 3 to 5 DAYS.

I'm very familiar with their "process". They have had me go through their "process" at least 5 times over the last 5 weeks in trying to fix communication between my car and MyFordMobile after the software update. I have spoken to Cynthia, Tamika, Donna, and Nick and they all want to go through their scripted process with no attempt to really troubleshoot the problem. Ford's support and troubleshooting capabilities may be adequate for a typical car, but they are not ready to support the more technically involved cars yet. Probably best that they don't plan to sell very many FFE's this year.

WattsUp · Jul 30, 2013

Fluke said:
Ford's support and troubleshooting capabilities may be adequate for a typical car, but they are not ready to support the more technically involved cars yet. Probably best that they don't plan to sell very many FFE's this year.

But, aren't these types of issues true of all their cars with MFM?

8pm PST 7/29 app/site won't update car status - anyone else?

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