Your SYNC system is easy to use. However, should questions arise, see the tables below.
Use the website at any time to check your phone's compatibility, register your account and set preferences as well as access a customer representative via an online chat (during certain hours). For more information visit:

Websites 
www.SYNCMyRide.com 
www.SYNCMyRide.ca 
www.syncmaroute.ca  


Phone issues  
Issue   Possible cause(s)   Possible solution(s)  
There is excessive background noise during a phone call.  The audio control settings on your phone may be affecting SYNC performance.  Review your phone's manual about audio adjustments. 
During a call, I can hear the other person but they cannot hear me.  This may be a possible phone malfunction.  Try turning off the device, resetting the device, removing the device's battery, then trying again. 
SYNC is not able to download my phonebook.  This is a phone-dependent feature.  This may be a possible phone malfunction.  Go to the website to review your phone's compatibility.  Try turning off the device, resetting the device or removing the device's battery, then trying again.  Try pushing your phonebook contacts to SYNC. See  Phone.    Use the SYNCmyphone feature available on the website. 
The system says that the phonebook has downloaded but the phonebook in SYNC is empty or missing contacts.  This may be a limitation on your phone's capability.  Try pushing your phonebook contacts to SYNC. See  Phone.    If the missing contacts are stored on your SIM card, try moving them to the device memory.  Remove any pictures or special ring tones associated with the missing contact.  Depending upon your phone, you may have to grant SYNC permission to access your phonebook contacts. Make sure to confirm when prompted by your phone during the phonebook download. 
I am having trouble connecting my phone to SYNC.  This is a phone-dependent feature.  This may be a possible phone malfunction.  Go to the website to review your phone's compatibility.  Try turning off the device, resetting the device or removing the device's battery, then trying again.  Try deleting your device from SYNC, deleting SYNC from your device and trying again.   Check the security and auto accept and prompt always settings relative to the SYNC Bluetooth connection on your phone.  Update your device's firmware.  Turn off the Auto phonebook download setting.  You can also preform the MyFord Touch reset procedure. 
Text messaging is not working on SYNC.  This is a phone-dependent feature.  This may be a possible phone malfunction.  Go to the website to review your phone's compatibility.  Try turning off the device, resetting the device or removing the device's battery, then trying again. 


USB and media issues  
Issue   Possible cause(s)   Possible solution(s)  
I am having trouble connecting my device.  This may be a possible device malfunction.  Try turning off the device, resetting the device, removing the device's battery, then trying again.  Make sure you are using the manufacturer's cable.  Make sure you insert the USB cable correctly into the device and the USB port.  Make sure that the device does not have an auto-install program or active security settings. 
SYNC does not recognize my device when I turn on the car.  This is a device limitation.  Make sure you are not leaving the device in your vehicle during very hot or cold temperatures. 
Bluetooth audio does not stream.  This is a phone-dependent feature.  The device is not connected.  Review the device compatibility chart on the SYNC website to confirm your phone supports the Bluetooth audio streaming function.  Make sure you correctly connect the device to SYNC, and that you have pressed play on your device.  You can also preform the MyFord Touch reset procedure. 
SYNC does not recognize music that is on my device.  Your music files may not contain the correct artist, song title, album or genre information.  The file may be corrupted.  The song may have copyright protection, which does not allow it to play.  Make sure that all song details are populated.  Some devices require you to change the USB settings from mass storage to MTP class. 


Vehicle Health Report and Services (Traffic, Directions and Information) issues  
Issue   Possible cause(s)   Possible solution(s)  
I received a text that I did not activate Vehicle Health Report.  You did not activate your account on the website.  You may have the wrong VIN (vehicle identification number) listed.  This is a free feature, but you must first register online to use it.  Make sure that your VIN is correctly listed in your account. 
I am unable to retrieve the report on the website, or I receive a system error.  The preferred dealer information did not load correctly.  When you register your account, you must choose a preferred dealer. If it already lists a dealer, try selecting another dealer and logging out. Log back in, change it back to your preferred dealer, and retrieve the report. 
I am unable to submit a report.  This could be due to your phone's compatibility.  Bad signal strength.  You did not register your phone correctly on the website.  Update your cellular number in your account on the website.  Make sure you have full signal strength and that your Bluetooth volume level has been turned up.  Make sure the currently connected phone is registered on your SYNCMyRide account.  Try deleting your phone and performing a clean pairing. 
I heard a commercial when I tried to use Traffic, Directions and Information.  You did not activate this phone for this service.  Your phone has ID blocker active.  This is a free feature, but you must first register online to use it.  Turn off ID blocker on your phone as the system recognizes you by your phone number.  Make sure the currently connected phone is the same one that is registered on your SYNCMyRide account. 


Voice command issues  
Issue   Possible cause(s)   Possible solution(s)  
SYNC does not understand what I am saying.  You may be using the wrong voice commands.  You may be speaking too soon or at the wrong time.  Review the phone voice commands and the media voice commands at the beginning of their respective sections.  After pressing the voice icon, wait until the system prompts you to begin saying a command. Any command spoken before this does not register with the system. 
SYNC does not understand the name of a song or artist.  You may be using the wrong voice commands.  You may be saying the name differently than the way you saved it.  The system may not be reading the name the same way you are saying it.  Review the media voice commands at the beginning of the media section.  Say the song or artist exactly as listed. If you say "Play Artist Prince", the system does not play music by Prince and the Revolution or Prince and the New Power Generation.  Make sure you are saying the complete title, such as "California remix featuring Jennifer Nettles".  If the song titles are in all CAPS, you have to spell them. LOLA requires you to say "L-O-L-A".  Do not use special characters in the title. The system does not recognize them. 
SYNC does not understand or is calling the wrong contact when I want to make a call.  You may be using the wrong voice commands.  You may be saying the name differently than the way you saved it.  The system may not be reading the name the same way you are saying it.  Contacts in your phonebook may be very short and similar, or they may contain special characters.  Your phonebook contacts may be in CAPS.  Review the Phone voice commands at the beginning of the phone section.  Make sure you are saying the contacts exactly as they are listed. For example, if you save a contact as Joe Wilson, say "Call Joe Wilson".  Using the SYNC phone menu, open the phonebook and scroll to the name SYNC is having trouble understanding. SYNC will read the name to you, giving you some idea of the pronunciation SYNC is expecting.  The system works better if you list full names, such as "Joe Wilson" rather than "Joe".  Do not use special characters, such as 123 or ICE, as the system does not recognize them.  If a contact is in CAPS, you have to spell it. JAKE requires you to say "Call J-A-K-E". 


Touchscreen System Reset 
The touchscreen system has a system reset feature that can be performed if the function of a SYNC feature is lost. This reset is intended to restore functionality and will not erase any information previously stored in the system (such as paired devices, phonebook, call history, text messages, or user settings). To perform a System Reset, press and hold the Seek Up (>>) button while pressing and holding the Radio Power button. After approximately 5 seconds the screen will go black. Allow a 1-2 minutes for the system reset to complete. You may then resume using the SYNC system.