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Random "Factory Reset" on My Raven S (2020.48.35.5)

Discussion in 'Model S' started by ValleyGeek, Feb 6, 2021.

  1. domodan

    domodan Member

    Joined:
    Jul 15, 2020
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    Location:
    UT, United States
    For me (and it would appear many others) this update just kind of happened all on its own.
     
  2. SO16

    SO16 Active Member

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    MI
    Hm. Interesting. I also have mine set to not be the first to get them. I don’t know if that makes a difference. And maybe yours is set the same way.
     
  3. Jughead135

    Jughead135 Member

    Joined:
    Feb 19, 2020
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    Location:
    Georgia
    Follow-up to my issue:

    Two days later, all seems to be normal with the car (albeit all my previously saved settings are gone). When the issue occurred, I made a service appointment--the app decided I needed a SC visit, not a Ranger. First appointment, two weeks out, so I haven't been in a rush to cancel it, in case I have further issues.

    Last night, I get the appointment acknowledgement, along with the estimated invoice.... for 1/2 hour "diagnostic charge." Uh, my car's under warranty. Even "if" this is more than a one-off software burp, why on earth would I expect to pay to have it addressed...??

    Tesla. Love the car. The company...?? :rolleyes:
     
  4. SO16

    SO16 Active Member

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    If a problem is found, the charge is waived. Confirm with SC.
     
  5. Jughead135

    Jughead135 Member

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    Do you have an honest-to-God email address to discuss with Tesla Support? I only know of the app--sometimes it gets a response, sometimes not. In any case, I've pinged them to see if I can get any more info....
     
  6. Jughead135

    Jughead135 Member

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    Location:
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    Please share your results from today's visit!!
     
  7. Jughead135

    Jughead135 Member

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    How on earth did you get a Tesla service rep on the phone???

    I'd be interested to know what he saw ref the factory reset. So far, I've been assuming that's what happened. I've asked (via the text app) for confirmation that it was a factory reset (it sure looks like it, of course), but it sounds like you had direct confirmation....
     
  8. ValleyGeek

    ValleyGeek Member

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    North Bend, WA
    Unfortunately they changed my appointment to a Service Center on the 18th instead of a mobile tech on the 11th so it's going to be another week until I have anything to share from that.
     
  9. Jughead135

    Jughead135 Member

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    Heard back from the SC ref the appointment I'd made:
    Not quite sure what to make of that, I'm hoping someone reading with a better understanding can comment. @ValleyGeek , I'm still very interested to hear anything you learn in your (rescheduled) appointment....

    I'm unlikely to bring the car in, so long as everything keeps working. As I told them in the appointment, I'm more interested in why this happened, and (more to the point) if I need to worry about it happening again. The SC is a 2+ hour round-trip for me, so it's hardly convenient. The mobile service for a 12V reset in my driveway...? On the one hand, everything seems happy for now; on the other, I've yet to meet the computer that doesn't benefit from a deep reboot every once in a while.... :D
     
  10. Sfallert

    Sfallert Member

    Joined:
    Jul 23, 2019
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    Location:
    Denver
    In early January I had the HUD freeze. When I reset it, it factory reset the way you describe. But instead of booting up with USA software (where I live) it booted up with European software, displaying the wrong speed limit signs, and with the wrong maps package,and navigate on autopilot not available in my "region". I had to convince Tesla to push another update to get the car thinking it was in the right place again.
     
    • Informative x 1
  11. WinterX

    WinterX Member

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    Location:
    Austin
    Experienced this last night with my '17 MX P100D MCU2. Center screen locked up on short errand trip. Once home, double scroll for the reboot, once rebooted looked like a factory reset, car stuck in Palo Alto, and no nav data.

    Just checked after 12 hours of it sitting connected to wifi, still no nav data, no way to initiate. This was at random, no software update or anything, was and still am on 48.35.5.

    Have mobile service scheduled for the 17th. With the amount of posts here, this seems to be like a decent % of the fleet to have this happen to.
     
  12. goldenstop1

    goldenstop1 Member

    Joined:
    Jun 30, 2016
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    Location:
    Waretown, NJ
    I don't have an email address. The one they used for me is 'not monitored'. They emailed me after my call to them produced what seemed to be startled confusion, and they promised to get back to me. At first, they thought my problem was a one-off, but when I told them I had seen posts here that suggested a more widespread and current issue, they seemed to take it more seriously.
     
  13. Tonyquinto

    Tonyquinto New Member

    Joined:
    Nov 25, 2020
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    Location:
    Columbus NJ
    2020 Model S experienced same problem, car reset to factory settings and for a half day thought it was in Palo Alto, CA not home. GPS restored NAV, but lost everything else. Spoke with Tesla Support today who confirmed this is a known "BUG" and Tesla Developers are analyzing to try and determine root cause. Meanwhile, there is no resolution other than reprogram everything. SUCKS
     
  14. Jughead135

    Jughead135 Member

    Joined:
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    Location:
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    My issue has been declared resolved.

    As I posted earlier, after roughly 24 hours, everything seemed back to normal (albeit all of my settings were already long gone). I started to make a mobile appointment; that promptly got switched to a SC appointment. I followed up with them, at which point they proposed a mobile visit to do a 12V reset. Then that appointment got changed back to a SC visit....

    The last swap to a SC visit was based on the tech's input that my nav data was "not mounted properly." I kept asking questions until the guy who answers the texts was forced to actually talk to the tech: was he basing the "not mounted" opinion on my description, or on something he was seeing on a remote diagnostic? In short, so far as I could tell, all was back to normal; was he seeing something different??

    The tech confirmed (and then actually followed up with me on the phone!!!!!!!) that all was now well, to include a properly mounted nav database. His speculation is that "something" in the firmware update caused a hitch that the computer interpreted as corruption--and went into "restore" mode, which (essentially) causes a factory reset.

    Appointment cancelled. Fingers crossed. Still interested in hearing what others may learn on this....
     
  15. WinterX

    WinterX Member

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    Location:
    Austin
    Had a tech re-push firmware update / nav data to my MX17P100D. Car still thinks it is in Palo Alto but atleast now it states that it has Nav data. I've been unable to drive it due to the storms in the south. Hoping after a few miles under the open sky it will realize it's in Austin, then all will be solved. BUT is it really?
     
  16. ValleyGeek

    ValleyGeek Member

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    Location:
    North Bend, WA
    When I dropped my car off this morning I was informed that the "issue is due to a known bug with the firmware and there aren't any followup corrections but the error report and diagnostic data I supplied was helpful to them" so it still seems worthwhile. I'm having a couple other, unrelated items being taken care of too so that's likely the only reason they didn't cancel my appointment.

    I'm not certain it's related, but it started at the same time, the car hasn't been responding to phone app commands for unlocking, opening frunk/trunk, or keyless driving. Chargeport and climate controls still work though. I didn't put any effort into rebooting or clearing the app cache to try and correct this though.

    I'll followup when I get the car back with what they note on the service paperwork about the reset. Sounds like they might keep the car over the weekend to work on my other items.
     
    • Informative x 1
  17. ValleyGeek

    ValleyGeek Member

    Joined:
    Jan 1, 2018
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    Location:
    North Bend, WA
    Here's the final statement from the service center:
    Tesla Service Followup.png

    Basically "we know about it and if it happens again reset your settings again until a fix is available"

    I did get a software update shortly after arriving home and the car is now on 2021.4.6. Hopefully it's less aggressive about resetting due to faulty navigation data - assuming that's the trigger as others have been informed.
     
    • Informative x 2

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