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). Visit www.SYNCMyRide.com, www.SYNCMyRide.ca or www.syncmaroute.ca for more information.

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 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.   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.  
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.  
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.  


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 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.   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".  


AppLink issues  
Issue   Possible cause(s)   Possible solution(s)  
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." Don't forget to restart the app afterwards, then select "Find New Apps" on SYNC.  
On an iPhone with iOS7+, to force close an app, double tab the home button then swipe up on the app to close it. Tab the home button again, then select the app again to restart it. After a few seconds, the app should then appear in SYNC's Mobile App's 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 order versions of the Android OS. This bug may cause apps that were found the last time your phone connected to SYNC not to 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 ports apps can use to connect. If you have more AppLink apps on your phone than the number of availble Bluetooth ports, 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.  

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