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Guest Message by DevFuse

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Sirius Presets Missing in Menu on Fusion

sirius

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5 replies to this topic

#1 OFFLINE   requa

requa

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Posted 28 March 2018 - 05:21 PM

I have a 2018 Fusion Sport with Sync (small screen without touch control) and Sirius. I've got an issue that is baffling me, Sirius tech support, and my local Ford dealership. The hardest part is explaining the problem, then the answer tends to turn into, "I've never seen that one." Here goes.

 

If I tune the Sirius radio to a desired station and hold one of the number buttons, it saves the station to that preset. This works normally except for preset 6. Whether I am in Sat 1, Sat 2, or Sat 3, I can save a station to preset 6. Pressing the 6 button on the dash properly takes me to the saved station and displays the station info. But if I try to use the menu navigation system, either on the steering wheel or on the dash, preset 6 shows up as a generic channel number, and selecting that preset does nothing -- it just leaves me on whatever station I was listening to before. The generic channel number displayed varies -- I've seen Channel 0, Channel 53, Channel 122, and others, typically valid channel numbers, sometimes even changing to new generic channel next time I try to save a preset 6. The other 9 presets on each of the Sat bands work properly. The presets on AM and FM radio bands work fine.

 

I pulled a refresh signal from Sirius, with no change. When I called Sirius listener care, and got transferred to tech support, they did a remote reboot of the satellite module, with no change. They referred me to my Ford dealer. I was just at the dealer today, and even spent time sitting in the car with the tech to show him what behavior I was seeing, and he ended up as confused as I was. 

 

Has anyone else seen similar behavior? Any solutions out there? Having 27 instead of 30 functional presets is not the end of the world, but it is certainly annoying to buy a new car and run into something that does not work as designed.

 

Thanks,

Dan









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#2 OFFLINE   requa

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Posted 31 March 2018 - 06:24 AM

Update: Someone from the service department of my Ford dealership called yesterday and told me "the hotline" (I assume this is some direct line they have to Ford engineers or something) got back to them and recommended that they perform a hard reset on the audio system. She said this was essentially disconnecting the battery to ensure a more complete rebooting than occurs when sending a refresh signal or rebooting remotely. If this does not fix the problem, the next option will be to replace the satellite module (as Sirius previously recommended to me) but that will require another trip. When I asked whether they kept these modules in stock, she replied that they did not because the module needed to be linked specifically to my VIN. I'm not sure I understand, but hopefully this will resolve the issue.

 

I jokingly asked whether, as compensation for my trouble, they would be replacing my radio with the fancier touch-screen version (not actually expecting it). She laughed, but then responded that I might be able to push for an extension on my introductory service. I didn't mention that I already signed up for the second six months with a good intro offer, but we'll see what happens there. I'll update again once Ford gets this fixed.

 

Dan



#3 OFFLINE   phil1336

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Posted 19 April 2018 - 12:48 PM

Based on my previous experience when my 2013 Ford C-Max SE Hybrid when the Sirius Satellite stopped working while all other Touchscreen functionality worked fine, the Dealership had its Off-Site Private Audio Tech Contractor order an install an entirely new Audio Unit, (not) just the Sirius Module as a Warrantee Repair.  Was given a new Sirius Module ID# an the installation took little time an no rattles or squeaks after the swap.



#4 OFFLINE   requa

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Posted 02 May 2018 - 02:52 PM

The dealer ordered and installed a new satellite module yesterday, and it did not correct the menu issue. The tech I've been dealing with clearly understands the issue and has compared the functioning of my satellite radio to that of another car on the lot with the same system to confirm we're not imagining things. Now I'm waiting for the dealership, the Ford hotline, and Sirius to come up with another solution. 



#5 OFFLINE   requa

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Posted 23 May 2018 - 05:19 PM

I had hoped to be providing a final update on resolution of this issue, but that is not the case. I realize I'm mostly talking to myself here. I might not do it, except that I now believe myself not to be alone in this issue (see below). Here is the short version of what has happened to date:

 

  • 2/12/18: Took delivery of vehicle
  • 3/28/18: New car check, state inspection, brake noise check (later corrected with new pads), and Sirius troubleshooting. See top post for full description of Sirius menu issue. Dealer was unable to resolve and, rather than keeping me longer, let me go and said would follow up when the “Hotline” provided additional suggestions.
  • 4/11/18: At the suggestion of the Hotline, dealer disconnected the battery for long enough to reboot the entire system, but this did not change the behavior. 
  • 5/1/18: Dealer replaced the satellite module, but this did not correct the menu error.
  • 5/4/18: Hotline suggested another reboot of the whole system (following replacement of the satellite module). Dealer said they would be glad to do it or I could disconnect the battery for 10 to 15 minutes and then report back to them on success or failure. I disconnected the battery for 20+ minutes, reconnected, got in the car, and still had no ability to reach preset 6 on any Sirius band. Presets defaulted to a stock set, then subsequently restored my presets. I called back and gave the dealer this update.
  • 5/10/18 – 5/16/18: Dealer tried swapping individual components from a comparable system in another car on the lot until they could resolve the behavior. They ultimately determined the display module was at fault. They ordered and installed a new display module, and the menu error persisted. 
  • 5/21/18 – 5/22/18: Dealer service tech and Ford field engineer performed troubleshooting through entire system and determined there were no hardware faults in any component. This left programming of the system as the only plausible source. 
 
If you're keeping track, this makes five attempts by the dealer to fix this issue, plus the one time I did the battery disconnect myself. The only silver lining is the new piece of information the service adviser provided yesterday. He told me that the field engineer acknowledged that this menu error is a known issue in the engineering department, meaning it has been happening to other cars as well, probably including many Ford owners who haven't discovered it or paid enough attention to figure out the behavior they're seeing. If engineering knows about the issue, but had not yet provided a means of resolution to service and the "Hotline" people, that tells me engineering still has not figured out a fix but is working on it. I suspect there will eventually be a recall once they get enough data and maybe a solution. Meanwhile, it doesn't pose any concern with safety or usability of the vehicle itself, so I'm sitting tight.
 
Dan


#6 OFFLINE   requa

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Posted 05 September 2018 - 04:41 PM

In the words of my favorite attorney, Vincent LaGuardia Gambini, Esq. (of My Cousin Vinny), "For me, six times was the charm."

 

My dealership contacted me last week and said Ford engineering had come up with a software update that they expected to resolve my problem. I took the car in this morning and waited about 45 minutes for the update, and the Sirius menu system is now working as it should, including all three preset 6 saved stations. The service adviser told me the software update would fix my issue, but that the real focus of it was to address problems owners have reported with the speed compensation volume not working properly. This is a little harder for me to test, but I think it's working better than before. I'll post a separate thread on this issue to help anyone else who might be experiencing it and who might not find it buried in my post on the menu system.

 

Incidentally, I just called Ford Customer Care again to follow up on my earlier report and hopefully to obtain some form of compensation for the six times I had to take my car in to work on this issue, presumably in the form of an extended Sirius subscription. The representative I spoke with seemed pleasant enough and understood what I was saying, but ultimately created a new case record apparently just to notify my dealership that I've been having an issue. I will call the dealership one day this week to get a better idea of how I need to be pursuing this. 

 

Thanks for reading if you made it this far.

Dan










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