SSM 49795 — Erroneous Deep Sleep Message

[JEB]

I have been trying to diagnose a recurrent deep sleep warning on my FordPass app. After a trip to the dealer, which in turn called Ford Engineering, nobody has been able to figure out why my truck keeps going into deep sleep mode within an hour of parking it. On the eve of bringing it in again—this time to see if replacing the battery monitor sensor fixes the problem—I ran across SSM 49795 which describes my problem exactly:

2018-2021 Ford & Lincoln - Unable to Perform Remote Commands via the FordPass/LincolnWay App - Erroneous Sleep Message

Manufacturer Communication Number: SSM 49795

Summary
Some 2018-2021 Ford and Lincoln vehicles may not be able to perform remote commands via the FordPass/LincolnWay App due to an erroneous deep sleep message. If the vehicle has been driven within 14 days and the battery state of charge is above 9.5 volts when the deep sleep message set, this is an erroneous message. Starting and running the vehicle will clear the message and allow the remote commands to function again. Inform customers that engineering is currently working on a solution for this condition that will be released via an over the air (OTA) update that is expected in June 2021. Replacement or reprogramming of the telematics control unit (TCU)/gateway module (GWM) will not resolve this condition. Monitor OASIS for additional information and schedule service appointments for customers once the repair becomes available.

Ford Engineering did not flag this SSM when my dealer contacted them. Does anyone here have any experience with this SSM or know its current status? The bulletin says that the OTA fix was expected in June but I haven’t found any suggestion in my research that it was released on time (or at all) or that it was effective. Thanks in advance.

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[jfdube999]

Been getting this message for my Ford Edge since a few days ago, almost every day, even though it's being driven daily. Never had that problem before and I didn't do any updates for quite some time. Very strange.

 

[JEB]

Been getting this message for my Ford Edge since a few days ago, almost every day, even though it's being driven daily. Never had that problem before and I didn't do any updates for quite some time. Very strange.

The full SSM, which I didn’t reproduce, says it affects 69 different Ford and Lincoln vehicles, including the 2018-21 F-150 and the 2019-21 Edge. So, you would appear to have the bug.

 

[jfdube999]

The full SSM, which I didn’t reproduce, says it affects 69 different Ford and Lincoln vehicles, including the 2018-21 F-150 and the 2019-21 Edge. So, you would appear to have the bug.

It appears so, unfortunately. 2020 Edge here. I don't know what could have triggered it however, since I never had that issue before, nor did I update anything recently.

 

[kobl0019]

I’m now having the same issue on my 22 XLT. About 1-2 hour after starting it the error notification happens. I then also can’t start it from my key fob either. Frustrating on a vehicle I’ve had for 3 days.

 

[mustanga10]

I have been having this problem as well but I think there is more to it. Before I started my truck to try and wake it up I checked the battery voltage and it was 11.8V. When checked with a multimeter.
This is low for a truck that has only been sitting for approximately 30 hours.
So... I think there is something staying on after the most recent app or truck update, both of mine updated recently.

 

[JEB]

After multiple calls to Ford engineering and replacement of the battery monitoring module, the current theory is that I have a bad telematics control unit (TCU aka “modem”). The TCU mostly works when the truck is running (OTA updates are coming through and Ford connected services usually work) but the TCU’s firmware is out of date and when the service tech tried to update it to correct the false deep sleep message, the TCU wouldn’t accept the new firmware. So, a new one has been ordered.

 

[Ford Motor Company]

I’m now having the same issue on my 22 XLT. About 1-2 hour after starting it the error notification happens. I then also can’t start it from my key fob either. Frustrating on a vehicle I’ve had for 3 days.

Hi there!
Send a message to us with your VIN and the name and location of your Ford dealership. I’ll look into this for you. Thanks!

 

[JEB]

Hi there!
Send a message to us with your VIN and the name and location of your Ford dealership. I’ll look into this for you. Thanks!

No, thank you. My experience with Ford’s front-line customer service is that you’ll just collect my data and then pester my dealer. I don’t need that. My dealer is really good. I have it under control.

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