This view of the Owner's Manual contains the very latest information, which may vary slightly from the printed Owner's Manual originally provided with your vehicle. It may also describe content that is not on or operates differently on your vehicle. Please consider the Owner's Manual originally provided with your vehicle as the primary source of information for your vehicle.
The information contained in this publication was correct at the time of release.In the interest of continuous development, we reserve the right to change specifications, design or equipment at any time without notice or obligation.No part of this publication may be reproduced, transmitted, stored in a retrieval system or translated into any language in any form by any means without our written permission.Errors and omissions excepted.
Copyright © 2024 Ford Motor Company
SYNC™ Troubleshooting
Your SYNC system is easy to use. However, should questions arise, see the tables below.
Use your local Ford 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).
| Market | Website(s) |
|---|---|
| North America | 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. | 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. | ||
| This may be a possible phone malfunction. | Try pushing your phonebook contacts to SYNC by using the Add Contacts feature. | |
| Use the SYNCmyphone feature available on the website. | ||
| The system says Phonebook 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 by using the Add Contacts feature. |
| 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. | 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. | ||
| This may be a possible phone malfunction. | 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. | ||
| Text messaging is not working on SYNC. | This is a phone-dependent feature. | Go to the website to review your phone's compatibility. |
| This may be a possible phone malfunction. | Try turning off the device, resetting the device or removing the device's battery, then trying again. | |
| I cannot return to the Phone menu when selecting a contact. | You are on the Select a Character screen. | Press the Phone button to return to the Phone menu. |
| 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. | Review the device compatibility chart on the SYNC website to confirm your phone supports the Bluetooth® audio streaming function. |
| The device is not connected. | Make sure you correctly connect the device to SYNC, and that you have pressed play on your device. | |
| 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. | Make sure that all song details are populated. |
| The file may be corrupted. | ||
| The song may have copyright protection, which does not allow it to play. | Some devices require you to change the USB settings from mass storage to MTP class. | |
| I cannot change the Sirius station. | Sirius Replay is active. | Switch radio bands and return to Sirius or switch the feature off. You can then change the Sirius station using the directional buttons. |
| 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. | Review the phone voice commands and the media voice commands at the beginning of their respective sections. |
| You may be speaking too soon or at the wrong time. | After pressing the voice icon, wait until after the tone sounds and Listening appears before 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. | Review the media voice commands at the beginning of the media section. |
| You may be saying the name differently than the way you saved it. | 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". | ||
| The system may not be reading the name the same way you are saying it. | 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. | 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". | ||
| You may be saying the name differently than the way you saved it. | 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 may not be reading the name the same way you are saying it. | The system works better if you list full names, such as "Joe Wilson" rather than "Joe". | |
| Contacts in your phonebook may be very short and similar, or they may contain special characters. | Do not use special characters, such as 123 or ICE, as the system does not recognize them. | |
| Your phonebook contacts may be in CAPS. | If a contact is in CAPS, you have to spell it. JAKE requires you to say "Call J-A-K-E". | |
| AppLink Issues | ||
|---|---|---|
| Issue | Possible Cause(s) | Possible Solution(s) |
| AppLink Mobile Applications: When I select "Find New Apps," SYNC does not find any applications. | An AppLink capable phone is not connected to SYNC. | Ensure you have a compatible smartphone; an Android with OS 2.3 or higher or an iPhone 3GS or newer with iOS 5.0 or higher. Additionally, ensure your phone is paired and connected to SYNC in order to find AppLink-capable apps on your device. iPhone users must also connect to SYNC's USB port with an Apple USB cable. |
| My phone is connected, but I still cannot find any apps. | AppLink-enabled apps are not installed and running on your mobile device. | Ensure you have downloaded and installed the latest version of the app from your phone's app store. Ensure the app is running on your phone. Some apps require you to register or login on the app on the phone before using them with AppLink. Also, some may have a Ford SYNC setting, so check the app's settings menu on the phone. |
| My phone is connected, my app(s) are running, but I still cannot find any apps. | Sometime apps do not properly close and re-open their connection to SYNC, over ignition cycles, for example. | Closing and restarting apps may help SYNC find the application if you cannot discover it inside the vehicle. On an Android device, if apps have an Exit or Quit option, select that then restart the app. If the app does not have that option, you can also manually Force Close the app by going to the phone's settings menu, selecting Apps. then finding the particular app and choosing Force stop. Remember to restart the app afterwards, then select Find New Apps on SYNC. |
| On an iPhone with iOS7+, to force close an app, double tap the home button then swipe up on the app to close it. Touch the home button again, then select the app again to restart it. After a few seconds, the app should appear in the SYNC Mobile App menu. | ||
| My Android phone is connected, my app(s) are running, I restarted them, but I still cannot find any apps. | There is a Bluetooth® bug on some older versions of the Android operating system that may cause apps that were found on your previous vehicle drive to not be found again if you have not turned off Bluetooth®. | Reset the Bluetooth® on your phone by turning it off and then turning Bluetooth® back on.If you are in your vehicle, SYNC should be able to automatically re-connect to your phone if you press the Phone button. |
| My iPhone phone is connected, my app is running, I restarted the app but I still cannot find it on SYNC. | The USB connection to SYNC may need to be reset. | Unplug the USB cable from the phone, wait a moment, and plug the USB cable back in to the phone. After a few seconds, the app should appear in SYNC's Mobile Apps Menu. If not, "Force Close" the application and restart it. |
| I have an Android phone. I found and started my media app on SYNC, but there is no sound or the sound is very low. | The Bluetooth® volume on the phone may be low. | Try increasing the Bluetooth® volume of the device by using the device's volume control buttons which are most often found on the side of the device. |
| I can only see some of the AppLink apps running on my phone listed in SYNC's Mobile Apps Menu. | Some Android devices have a limited number of Bluetooth® links apps can use to connect.If you have more AppLink apps on your phone than the number of available Bluetooth® links, you will not see all of your apps listed in SYNC's mobile apps menu. | Force close or uninstall the apps you do not want SYNC to find. If the app has a "Ford SYNC" setting, disable that setting in the app's settings menu on the phone. |
| SYNC System Reset | |
|---|---|
| The SYNC system in your vehicle has 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. Release both buttons after 2-3 seconds. Please allow a few minutes for the reset to complete. After a few minutes has passed you can resume using the SYNC system. |
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North America
| Country | Phone | |
|---|---|---|
| United States | 1-800-392-3673 (FORD) | |
| Canada | 1-800-565-3673 (FORD) | |
| Mexico | 1-800-719-8466 | |
| Guam | 1-800-392-3673 (FORD) | |
| North Mariana Islands | apemcrc@ford.com | |
| Puerto Rico | (800) 841-3673 | prcac@ford.com |
| US Virgin Islands | (800) 841-3673 | prcac@ford.com |
IMG
| Country | Phone | |
|---|---|---|
| Algeria | nafcrc@ford.com | |
| Angola | ssacrc@ford.com | |
| Benin | ssacrc@ford.com | |
| Botswana | ssacrc@ford.com | |
| Burkina FASO | ssacrc@ford.com | |
| Burundi | ssacrc@ford.com | |
| Cameroon | ssacrc@ford.com | |
| Cape Verde | ssacrc@ford.com | |
| Central African Republic | ssacrc@ford.com | |
| Chad | ssacrc@ford.com | |
| Comoros | ssacrc@ford.com | |
| Dem Republic of Congo | ssacrc@ford.com | |
| Djibuti | ssacrc@ford.com | |
| Egypt | nafcrc@ford.com | |
| Equitorial Guinea | ssacrc@ford.com | |
| Eritrea | ssacrc@ford.com | |
| Ethiopia | ssacrc@ford.com | |
| Gabon | ssacrc@ford.com | |
| Gambia | ssacrc@ford.com | |
| Ghana | ssacrc@ford.com | |
| Guinea | ssacrc@ford.com | |
| Guinea-Bissau | ssacrc@ford.com | |
| Ivory Coast | ssacrc@ford.com | |
| Kenya | ssacrc@ford.com | |
| Liberia | ssacrc@ford.com | |
| Libya | nafcrc@ford.com | |
| Madagascar | ssacrc@ford.com | |
| Malawi | ssacrc@ford.com | |
| Mauritania | ssacrc@ford.com | |
| Mauritius | ssacrc@ford.com | |
| Morocco | nafcrc@ford.com | |
| Mozambique | ssacrc@ford.com | |
| Namibia | ssacrc@ford.com | |
| Niger | ssacrc@ford.com | |
| Nigeria | ssacrc@ford.com | |
| Republic of Congo | ssacrc@ford.com | |
| Rwanda | ssacrc@ford.com | |
| Sao Tome and Principe | ssacrc@ford.com | |
| Senegal | ssacrc@ford.com | |
| Sychelles | ssacrc@ford.com | |
| Sierra Leone | ssacrc@ford.com | |
| South Africa | 860011022 | fordcrc2@ford.com |
| South Sudan | ssacrc@ford.com | |
| Swaziland | ssacrc@ford.com | |
| Tanzania | ssacrc@ford.com | |
| Togo | ssacrc@ford.com | |
| Tunisia | nafcrc@ford.com | |
| Uganda | ssacrc@ford.com | |
| Zambia | ssacrc@ford.com | |
| Zimbabwe | ssacrc@ford.com | |
| American Somoa | apemcrc@ford.com | |
| Australia | (13 FORD) 13 3673 | foacust1@ford.com |
| Bangladesh | apemcrc@ford.com | |
| Bhutan | apemcrc@ford.com | |
| Brunei | apemcrc@ford.com | |
| Cambodia | apemcrc@ford.com | |
| Fiji | apemcrc@ford.com | |
| French Polynesia | apemcrc@ford.com | |
| India | apemcrc@ford.com | |
| Indonesia | apemcrc@ford.com | |
| Japan | apemcrc@ford.com | |
| Laos | apemcrc@ford.com | |
| Macao | apemcrc@ford.com | |
| Malaysia | apemcrc@ford.com | |
| Marshall Islands | apemcrc@ford.com | |
| Mongolia | apemcrc@ford.com | |
| Myanmar | apemcrc@ford.com | |
| Nepal | apemcrc@ford.com | |
| New Caledonia | apemcrc@ford.com | |
| New Zealand | 0800 367 369 (FORDNZ) | fnzcust@ford.com |
| Pakistan | apemcrc@ford.com | |
| Palau | apemcrc@ford.com | |
| Papua New Guinea | apemcrc@ford.com | |
| Philippines | 02-88669408 | emailus@ford.com |
| Singapore | apemcrc@ford.com | |
| South Korea | 82-2-1600-6003 | infokr1@ford.com |
| Sri Lanka | apemcrc@ford.com | |
| Tahiti | apemcrc@ford.com | |
| Thailand | 1383 | fordthai@ford.com |
| Timor Leste | apemcrc@ford.com | |
| Vanuatu | apemcrc@ford.com | |
| Vietnam | 1800588888 | fordvn@ford.com |
| Wallis and Futuna | apemcrc@ford.com | |
| Western Somoa | apemcrc@ford.com | |
| Afghanistan | menacac@ford.com | |
| Bahrain | menacac@ford.com | |
| Iraq | menacac@ford.com | |
| Israel | 08-9139995 | service1@kelekmotors.co.il |
| Jordan | menacac@ford.com | |
| Kuwait | 965 1 898900 | menacac@ford.com |
| Lebanon | menacac@ford.com | |
| Oman | menacac@ford.com | |
| Qatar | menacac@ford.com | |
| Saudi Arabia | 8008443673 | menacac@ford.com |
| Syria | menacac@ford.com | |
| United Arab Emirates | 80004441066 | menacac@ford.com |
| Yemen | menacac@ford.com |
Greater China
| Country | Phone | |
|---|---|---|
| China-Imported Vehicles | 400-690-1886 | |
| China-CAF | 951995 | |
| China-JMC | 400-003-1111 | |
| China-Lincoln | 400-988-6789 | |
| Taiwan | 0800-032100 | |
| Hong Kong | (852) 3768-4898 |
South America
| Country | Phone | |
|---|---|---|
| Argentina | 0800-888-3673 | |
| Bolivia | Contact Your Local Ford Distributor | |
| Brazil | 0800-703-3673 | central@ford.com |
| Chile | Contact Your Local Ford Distributor | |
| Colombia | Contact Your Local Ford Distributor | |
| Ecuador | Contact Your Local Ford Distributor | |
| French Guiana | Contact Your Local Ford Distributor | |
| Guyana | Contact Your Local Ford Distributor | |
| Paraguay | Contact Your Local Ford Distributor | |
| Peru | Contact Your Local Ford Distributor | |
| Suriname | Contact Your Local Ford Distributor | |
| Uruguay | Contact Your Local Ford Distributor | |
| Venezuela | Contact Your Local Ford Distributor |
Europe
| Country | Phone | |
|---|---|---|
| Albania | Contact Your Local Ford Distributor | |
| Andorra | Contact Your Local Ford Distributor | |
| Armenia | Contact Your Local Ford Distributor | |
| Austria | 01 20 609 2424 | kundenz@ford.com |
| Azerbaijan | Contact Your Local Ford Distributor | |
| Belarus | Contact Your Local Ford Distributor | |
| Belgium | 32 2 700 67 76 | custfobe@ford.com |
| Bosnia | Contact Your Local Ford Distributor | |
| Bulgaria | Contact Your Local Ford Distributor | |
| Croatia | Contact Your Local Ford Distributor | |
| Cyprus | Contact Your Local Ford Distributor | |
| Czech Republic | 800 3673 29 | zakaznik@ford.com |
| Denmark | 43 68 2000 | crcdk@ford.com |
| Estonia | 372 6710 060 | ford@infoauto.ee |
| Falkland Islands | Contact Your Local Ford Distributor | |
| Finland | 09 725 22022 | palvelut@ford.com |
| France | 0800 005 005 | crcfr@ford.com |
| Georgia | Contact Your Local Ford Distributor | |
| Germany | 0221 9999 2 999 | kunden@ford.com |
| Girbraltar | Contact Your Local Ford Distributor | |
| Greece | 216 900 88 99 | info11@ford.com |
| Hungary | +36 1 7777 555 | Contact Your Local Ford Distributor |
| Iceland | Contact Your Local Ford Distributor | |
| Ireland | 1800 771 199 | crcirela@ford.com |
| Italy | 800 22 44 33 | tu@ford.com |
| Kazakhstan | Contact Your Local Ford Distributor | |
| Latvia | +371 67303020 | |
| Liechtenstein | Contact Your Local Ford Distributor | |
| Lithuania | 370 5216 8226 | forduzklausos@inchcape.lt |
| Luxembourg | +352 248 71 800 | custfobe@ford.com |
| Macedonia | Contact Your Local Ford Distributor | |
| Malta | Contact Your Local Ford Distributor | |
| Moldova | Contact Your Local Ford Distributor | |
| Monaco | Contact Your Local Ford Distributor | |
| Montenegro | Contact Your Local Ford Distributor | |
| Netherlands | 70 7703 777 | klanten@ford.com |
| Norway | 47 66819739 | infonor@ford.com |
| Poland | 48 22 522 27 27 | kontakty@ford.com |
| Portugal | 800 210 373 | clientes@ford.com |
| Romania | 40 312298798 | crcro@ford.com |
| Russia | Contact Your Local Ford Distributor | |
| San Marino | Contact Your Local Ford Distributor | |
| Serbia | Contact Your Local Ford Distributor | |
| Serbia and Montenegro | Contact Your Local Ford Distributor | |
| Slovakia | Contact Your Local Ford Distributor | |
| Slovenia | Contact Your Local Ford Distributor | |
| South Georgia | Contact Your Local Ford Distributor | |
| Spain | 900 80 70 90 | crcspain@ford.com |
| Sweden | 08-593 66 333 | fordkund@ford.com |
| Switzerland | 044 511 14 45 | assistch@ford.com |
| Turkey | Contact Your Local Ford Distributor | |
| Ukraine | Contact Your Local Ford Distributor | |
| United Kingdom | 020 3564 4444 | UKCRC1@ford.com |
Caribbean and Central America
| Country | Phone | |
|---|---|---|
| Anguilla | (313) 594-4857 | expcac@ford.com |
| Antigua | (313) 594-4857 | expcac@ford.com |
| Aruba | (313) 594-4857 | expcac@ford.com |
| Bahamas | (313) 594-4857 | expcac@ford.com |
| Barbados | (313) 594-4857 | expcac@ford.com |
| Bermuda | (313) 594-4857 | expcac@ford.com |
| Bonaire and St. Eustatius | (313) 594-4857 | expcac@ford.com |
| Cayman Islands | (313) 594-4857 | expcac@ford.com |
| Curacao | (313) 594-4857 | expcac@ford.com |
| Dominica | (313) 594-4857 | expcac@ford.com |
| Dominican Republic | (313) 594-4857 | expcac@ford.com |
| Grenada | (313) 594-4857 | expcac@ford.com |
| Haiti | (313) 594-4857 | expcac@ford.com |
| Jamaica | (313) 594-4857 | expcac@ford.com |
| Martinique | (313) 594-4857 | expcac@ford.com |
| Montserrat | (313) 594-4857 | expcac@ford.com |
| St. Kitts and Nevis | (313) 594-4857 | expcac@ford.com |
| St. Lucia | (313) 594-4857 | expcac@ford.com |
| St. Martin | (313) 594-4857 | expcac@ford.com |
| St. Vincent and the Grenadines | (313) 594-4857 | expcac@ford.com |
| Trinidad and Tobago | (313) 594-4857 | expcac@ford.com |
| Turks and Caicos | (313) 594-4857 | expcac@ford.com |
| British Virgin Islands | (313) 594-4857 | expcac@ford.com |
| Netherlands Antilles | (313) 594-4857 | expcac@ford.com |
| Belize | (313) 594-4857 | expcac@ford.com |
| Costa Rica | (313) 594-4857 | expcac@ford.com |
| El Salvador | (313) 594-4857 | expcac@ford.com |
| Guatemala | (313) 594-4857 | expcac@ford.com |
| Honduras | (313) 594-4857 | expcac@ford.com |
| Nicaragua | (313) 594-4857 | expcac@ford.com |
| Panama | (313) 594-4857 | expcac@ford.com |