Voice Recognition

Symptom   Possible Cause and Resolution  
The system does not understand what I am saying.  
  • You might not be using supported voice commands.See   Using Voice Recognition.  For a complete list of voice commands, refer to our website.
  • You might be speaking too soon.Wait for the voice prompt before you speak.
The system does not understand the name of a track or artist.  
  • Device limitation.Bluetooth® does not support voice commands.Connect your device to a USB port.If you have an iOS device, press and hold the voice control button on the steering wheel to use Siri to play specific tracks.
  • You might not be using supported voice commands.See   Using Voice Recognition.  For a complete list of voice commands, refer to our website.
  • You might not be saying the name exactly as it appears on your device.Say the name of the track or artist exactly as it appears on your device. Spell out any abbreviations in the name.
  • The name contains special characters, for example *, - or +.Rename the files on your device or use the touchscreen to select and play the track.
The system does not understand the name of a contact in the phonebook on my device and calls the wrong contact.  
  • You might not be saying the name exactly as it appears on your device.Say the first and last name of the contact exactly as it appears on your device. Spell out any abbreviations in the name.
  • The name contains special characters, for example *, - or +.Rename the contact on your device or use the touchscreen to select and call the contact.
The system does not understand certain names of contacts in the phonebook on my device.  
  • You might not be saying the name exactly as it appears on your device.Say the first and last name of the contact exactly as it appears on your device. The system applies phonetic pronunciation rules of the selected language to the names of contacts in the phonebook on your device. Select the name of the contact on the touchscreen and use the Hear it option to get an idea of how the system expects you to pronounce it.
The system voice prompts and the pronunciation of some words do not seem to be very accurate.  
  • Device limitation.The system uses text-to-speech technology and uses a synthetically generated voice rather than pre-recorded human voice.

USB and Bluetooth® Audio

Symptom   Possible Cause and Resolution  
I cannot connect my device.  
  • Device malfunction.Disconnect your device. Switch your device off and on to reset it and try again.
  • Cable connection issue.Correctly connect the cable to your device and the vehicle USB port.
  • Incompatible cable.Use the cable recommended by the manufacturer of your device.
  • Incorrect device settings.Make sure that your device does not have an auto-install program or active security settings.Check that your device is not set only to charge.
  • Device lock screen enabled.Unlock your device before connecting it.
The system does not recognize my device.  
  • Device limitation.Do not leave your device in your vehicle during very hot or very cold weather conditions.
  • Cable connection issue.Correctly connect the cable to your device and the vehicle USB port.
  • Incompatible cable.Use the cable recommended by the manufacturer of your device.
The system does not understand the name of a track or artist.  
  • Device limitation.Bluetooth® does not support voice commands.Connect your device to a USB port.If you have an iOS device, press and hold the voice control button on the steering wheel to use Siri to play specific tracks.
I cannot stream audio from my Bluetooth® device.  
  • Incompatible device.Check the compatibility of your device on our website.
  • Device not connected.Pair your device.   See   Settings. 
  • Media player not running.Start the media player on your device.
The system does not recognize the music on my device.  
  • Missing or incorrect audio file metadata, for example artist, song title, album or genre.Repair the files on your device.
  • Corrupt files.Repair the files on your device.
  • Copyright-protected files.Use a device that contains files that are not copyright protected.
  • Unsupported file format.Repair or convert the files to a supported format.   See   Entertainment. 
  • Device indexing required.Re-index your device.   See   Settings. 
  • Device lock screen enabled.Unlock your device before connecting it.
Sometimes I cannot hear a track playing on my device.  
  • Device malfunction.Disconnect your device. Switch your device off and on to reset it and try again.
When I disconnect my iOS device the audio volume is set to maximum.  
  • Device limitation.Turn the volume down on your device.
The system does not play the tracks on my USB drive in the correct order.   If the system does not play the tracks on your USB device in the correct order, the following information could help:
  • If you are selecting USB as the audio source when the system is still indexing, SYNC plays tracks sorted alphabetically by file name in the root directory.
  • If you are selecting USB as the audio source after the system has finished indexing, SYNC plays all tracks sorted alphabetically by the title in the ID3 tag regardless of where they are located. SYNC uses the file name if the title in the ID3 tag does not exist.
  • If you are selecting the option to play all tracks from the browsing menu, SYNC plays all tracks sorted alphabetically by the title in the ID3 tag regardless of where they are located. SYNC uses the file name if the title in the ID3 tag does not exist.
  • If you are selecting a track when using the explore device option, SYNC plays tracks sorted alphabetically by file name in the folder you have selected. SYNC then plays all tracks in any subfolders in the folder you have selected.

Phone

Symptom   Possible Cause and Resolution  
During a call, I can hear excessive background noise.  
  • Incorrect cell phone settings.Check and adjust the audio settings on your cell phone. Refer to your cell phone's user manual.
During a call, I can hear the other person but they cannot hear me.  
  • Cell phone malfunction.Switch your cell phone on and off, and vehicle Bluetooth® on and off and try again.
  • Cell phone microphone muted.Unmute your cell phone microphone.
  • Privacy mode is enabled.Switch off privacy mode.
During a call, I cannot hear the other person and they cannot hear me.  
  • System restart required.Switch the ignition off and open the door. Close the door and lock the vehicle. Wait until the touchscreen is off and any illuminated USB ports are not illuminated. Unlock the vehicle, switch the ignition on and try again.
I cannot download a phonebook.  
  • Incompatible cell phone.Check the compatibility of your cell phone on our website.
  • Incorrect cell phone settings.Allow the system to retrieve contacts from your cell phone. Refer to your cell phone's user manual.
  • Incorrect system settings.Switch automatic phonebook download on.   See   Settings. 
  • Cell phone malfunction.Switch your cell phone off and on to reset it and try again.
A message displays suggesting that my phonebook has downloaded but it is empty or it has missing contacts.  
  • Incorrect cell phone settings.Allow the system to retrieve contacts from your cell phone. Refer to your cell phone's user manual.Check the location of the missing contacts on your cell phone. If they are stored on the SIM card, move them to the cell phone memory.
  • Incorrect system settings.Switch automatic phonebook download on.   See   Settings. 
I cannot connect my cell phone.  
  • Incompatible cell phone.Check the compatibility of your cell phone on our website.
  • Cell phone malfunction.Switch your cell phone off and on to reset it and try again.Install the latest cell phone firmware.Delete your device from the system and delete SYNC from your device and try again.Switch automatic phonebook download off.   See   Settings. 
Text messaging does not work.  
  • You might not have switched on text message notifications.Switch text message notifications on.  See   Settings. 
  • Incompatible cell phone.Check the compatibility of your cell phone on our website.
  • Cell phone malfunction.Switch your cell phone off and on to reset it and try again.
I cannot hear text messages.  
  • Device message sharing is not enabled.Check the permissions on your device to ensure text message sharing is enabled.
  • Incompatible cell phone.Check the compatibility of your cell phone on our website.

Navigation (If Equipped)

Symptom   Possible Cause and Resolution  
I cannot enter a street name when I am abroad.  
  • Incorrect entry method.Enter the street name with the country.
The system does not recognize coordinates.  
  • Using the wrong coordinates format.Use the format ##. #####, ##. ##### (for N/S , E/W). Add a minus before coordinates if the direction is West and keep a positive value if the direction is East, for example 12.5412 means East and -12.5412 means West.

Apps

Symptom   Possible Cause and Resolution  
The system cannot find any apps.  
  • Incompatible device.You need an Android device with OS 4.3 or higher or an iOS device with iOS 8.0 or higher. Pair and connect your Android device to find compatible apps.Connect your iOS device to a USB port or pair and connect using Bluetooth®.
I have a compatible device and it is correctly connected but the system still cannot find any apps.  
  • Compatible apps are not installed on your device.Download and install the latest version of the app.
  • Compatible apps are not running on your device.Start the apps to allow the system to find them and make sure you sign in to any apps if required.
  • Incorrect app settings.Check and adjust the app settings on your device and allow SYNC to access the app if required.
I have a compatible device, it is correctly connected and my apps are running but the system still cannot find any apps.  
  • Apps failed to fully close.Restart the apps and try again.If you have an Android device with apps that have an exit or quit option, use this and then restart the apps. Alternatively, use the force stop option in the settings menu on your device.If you have an iOS device with iOS 8.0 or higher, tap the home button on your device twice and then swipe the app upward to close it.
I have an Android device that is correctly connected, I have restarted my apps and they are running but the system still cannot find them.  
  • An issue on some older versions of the Android operating system could result in apps not being found.Switch Bluetooth® off and on again to force the system to reconnect to your device.
I have an iOS device that is correctly connected, I have restarted my apps and they are running but the system still cannot find them.  
  • Cable connection issue.Disconnect the cable from your device, wait for a moment and then connect it again to force the system to reconnect to your device.
I have an Android device running a media app which the system has found but I cannot hear the sound or the sound is very quiet.  
  • Device volume is low.Turn the volume up on your device.
I have an Android device running a number of compatible apps but the system cannot find all of them.  
  • Device limitation.If you have more apps running on your device than the number of available Bluetooth® links, the system cannot find all of them.Close some of the apps to allow the system to find those that you want to use.

Wi-Fi Connectivity

Symptom   Possible Cause and Resolution  
I cannot connect to a Wi-Fi network.  
  • Password error.Enter the correct network password.
  • Weak network signal.Move your vehicle closer to the Wi-Fi hotspot or to a place where the network signal is not obstructed.
  • Multiple access points in range with the same SSID.Use a unique name for your SSID. Do not use the default name unless it contains a unique identifier, for example as part of the MAC address.
The Wi-Fi connection disconnects after successful connection.  
  • Weak network signal.Move your vehicle closer to the Wi-Fi hotspot or to a place where the network signal is not obstructed.
I am close to a Wi-Fi hotspot but the network signal strength is weak.  
  • Obstructed network signal.If your vehicle has a heated windshield, position your vehicle so that the windshield is not facing the Wi-Fi hotspot.If your vehicle has metallic tinting on the windows but not on the windshield, position your vehicle so that the windshield is facing the Wi-Fi hotspot or open the windows that are facing the hotspot.If your vehicle has metallic tinting on the windows and the windshield, open the windows that are facing the hotspot.If your vehicle is in a garage and you have the garage door closed, open the garage door.
I cannot see a network in the list of available networks that I expect to see.  
  • Hidden network.Make the network visible and try again.
I cannot see SYNC when I search for Wi-Fi networks on my cell phone or other device.  
  • System limitation.SYNC does not provide a Wi-Fi hotspot at this time.
Software downloads take too long.  
  • Weak network signalMove your vehicle closer to the Wi-Fi hotspot or to a place where the network signal is not obstructed.
  • Wi-Fi hotspot in high demand or has a slow Internet connection.Use a more reliable Wi-Fi hotspot.
The system seems to connect to a Wi-Fi network and the signal strength is excellent but the software does not update.  
  • No software update available.
  • Wi-Fi network requires a subscription or acceptance of terms and conditions.Test the connection using another device. If the network requires a subscription or acceptance of terms and conditions, contact the network service provider.

Personal Profiles (If Equipped)

Symptom   Possible Cause and Resolution  
I cannot create a profile.   You might not have set up Personal Profiles.  
You might have entered an invalid profile.  
You might not have selected a memory button when prompted.  
You might not have the ignition on or in park (P), or you shifted out park (P) when creating a profile.  
Personal Profiles has been switched off.  
I cannot link a remote control.   You might not have selected the lock button on the remote control.  
The remote control selected was already associated with another profile and the system declined to overwrite.  
The system performed a profile recall when linking a remote control.  
You might not have the ignition on or in park (P), or you shifted out park (P) when creating a profile.  
You might be using the old linking method.  
My personalized settings do not save.   Personal Profiles does not support your unsaved settings.  
A different personal profile is active.  
Another user changed the settings for the wrong personal profile.  
My profile will not recall.   You might not have created a personal profile.  
Personal Profiles is turned off.  
The profile you requested is already active.  
You might not have linked the memory button you are using to a profile.  
You might not have linked the remote control you are using to a profile.  
You might be using the wrong remote control.  
You might be pressing a button other than the unlock or remote start on a linked remote control.  
You might have deleted the personal profile.  
My preset positions recall, but my profile does not.   Personal Profiles is turned off.  
My profile recalls but my preset positions do not.   The vehicle is in motion.  
The preset positions are the same as the guest or previously active profile.  
I lost a remote control.   Unlink and relink your remote control in the Personal Profiles menu. You may need to see your authorized dealer.  
I lost all profiles.   You might have erased and reprogrammed the remote controls. This could happen if you let a dealership add a new remote control to replace a lost one.  
Someone performed a master reset.  

Resetting the System
  1. Simultaneously press and hold the seek up and the audio unit power buttons until the screen goes black.
  1. Wait three minutes to allow the system to complete the reset.
  1. Press the audio unit power button to switch the system on.
Note:   You can reset the system to restore functionality that has stopped working. The system reset is designed to restore functionality and not delete any data that you have stored.
Additional Information and Assistance
For additional information and assistance, we recommend that you contact an authorized dealer or refer to our website.