NASTF Information Requests

Tracking: 242 Status: Closed
State: OK Name: Scott
Category of Request: Reprogramming Manufacturer: FORD

Inquiry
Have you checked the OEM website?
Yes
Description of Repair unable to perform
Need support for why software is giving connection errors. Am using Motorcraftservice website with Ford FMP61 software.
Description of Information not available
We go through the initial setup where we specify which J2534 we are using (Ease) and then it instructs me to confirm my internet connection. When I do, I get a message, unable to connect to the server, code 11. I am connected to the internet when this happens and I did successfully reprogram a Ford just 2 weeks ago using the same hardware/software combo. I also disabled the Windows firewall, but it didn't help.
Description of steps taken to obtain information (help/contact function on website, websites, etc.)
I have e-mailed Ford 2 times, once on Friday and once yesterday. My service manager has e-mailed them three times and we haven't heard anything yet.
Other Comments or Concerns
I can't get them to communicate with me; very frustrating.
Notes
Mary Hutchinson - 6/22/09
Ford personnel responded: Dear Mr. Porter, Thank you for your feedback and information about the issues you've been having with our FMP software. We understand that the error message you received didn't clearly communicate to you the real issue, which was that you needed to purchase or extend your FMP subscription, and instead prompted that there was a problem w/ your internet connection. We have initiated a correction to the software to provide better error messages. We have also determined that our email account supporting FMP requests had an issue which resulted in our lack of response to your requests. This has been addressed. We apologize for the frustration and inconvenience this has caused you. We value you as a Motorcraft customer and thank you again for your feedback about our process. Please feel free to contact me if you have any questions.
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