SYNC™ Troubleshooting

Voice Commands

[tune [to]] preset ___ [tune [to]] SAT 1 preset ___ [tune [to]] SAT 2 preset ___ [tune [to]] SAT 3 preset ___ tune [to] [Sirius] Help [tune [to]] Sirius [channel] ___ You can say the channel number (0233) to listen to that Sirius station.

CD Voice Commands

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If you are listening to a CD, press the voice button, and then say any of the commands in the following table.

If you are not listening to a CD, press the voice button and, after the tone, say:

Voice Command

(disc | CD [player]) play

You can then say any of the following commands.

pause play

Voice Command

[play] next track [play] previous track [play | change to] track [number] ___ repeat (track | song) [on] repeat folder [on] repeat off (shuffle | random | mix) [on | (tracks | songs) [on]] (shuffle | random | mix) (CD [player] | disc) [on] (shuffle | random | mix) folder [on] shuffle off

SYNC™ TROUBLESHOOTING

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.

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Issue

There is excessive background noise during a phone call.

During a call, I can hear the other person but they cannot hear me.

SYNC is not able to download my phonebook.

The system says Phonebook Downloaded but the phonebook in SYNC is empty or missing contacts.

Phone issues

Possible cause(s) The audio control settings on your phone may be affecting SYNC performance.

Possible solution(s) Review your phone's manual about audio adjustments.

This may be a possible phone malfunction. Try turning off the device, resetting the device, removing the device's battery, then trying again. Go to the website to review your phone's compatibility.

This is a phone-dependent feature.

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 This may be a possible the Add Contacts feature. phone malfunction. Use the SYNCmyphone feature available on the website. Try pushing your phonebook contacts to SYNC by using the Add Contacts feature.

This may be a limitation on your phone's capability. 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.

352

Issue

I am having trouble connecting my phone to SYNC.

Text messaging is not working on SYNC.

Phone issues

Possible cause(s)

Possible solution(s) 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. Go to the website to review your phone's compatibility.

This is a phone-dependent feature.

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

This may be a possible your phone. phone malfunction. Update your device's firmware. Turn off the Auto phonebook download setting. This is a phone-dependent Go to the website to review feature. 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.

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Issue USB and media issues

Possible cause(s)

I am having trouble connecting my device. This may be a possible device malfunction.

SYNC does not recognize my device when I turn on the car. This is a device limitation.

Bluetooth audio does not stream. This is a phone-dependent feature.

The device is not connected.

Your music files may not contain the correct artist, song title, album or genre information. SYNC does not recognize music that is on my device. The file may be corrupted. The song may have copyright protection, which does not allow it to play.

Possible solution(s) 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 autoinstall program or active security settings. Make sure you are not leaving the device in your vehicle during very hot or cold temperatures. 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.

Make sure that all song details are populated.

Some devices require you to change the USB settings from mass storage to MTP class.

354

Issue

SYNC does not understand what I am saying.

SYNC does not understand the name of a song or artist.

SYNC does not understand or is calling the wrong contact when I want to make a call.

Voice command issues

Possible cause(s)

You may be using the wrong voice commands.

Possible solution(s) 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.

You may be using the wrong voice commands. 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. 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". If the song titles are in all CAPS, you have to spell The system may not be reading the name the same them. LOLA requires you to say "L-O-L-A". way you are saying it. Do not use special characters in the title. The system does not recognize them. You may be using the wrong voice commands. Review the Phone voice commands at the beginning of the phone section.

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Issue Voice command issues

Possible cause(s)

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.

Possible solution(s) 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 JA-K-E".

Issue

AppLink Mobile Applications: When I select "Find New Apps," SYNC does not find any applications.

AppLink issues Possible cause(s)

An AppLink capable phone is not connected to SYNC.

Possible solution(s) 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

356

Issue

AppLink issues Possible cause(s)

My phone is connected, but I still cannot find any apps. AppLink-enabled apps are not installed and running on your mobile device.

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.

Possible solution(s) 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. 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. 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.

357

Issue

My Android phone is connected, my app(s) are running, I restarted them, but I still cannot find any apps.

AppLink issues Possible cause(s)

There is a Bluetooth bug on some order 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.

Possible solution(s) 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. 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.

358

Issue

My iPhone phone is connected, my app is running, I restarted the app but I still cannot find it on SYNC.

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.

I can only see some of the AppLink apps running on my phone listed in SYNC's Mobile Apps Menu.

AppLink issues Possible cause(s)

The USB connection to SYNC may need to be reset.

The bluetooth volume on the phone may be low.

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 available Bluetooth ports, you will not see all of your apps listed in SYNC's mobile apps menu.

Possible solution(s) 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. 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. 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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