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EnglishSYNC -> SYNC Troubleshooting for your Ford Focus 2010-2017
SYNC™
Use the website at any time to check your
Voice Command
phone's compatibility, register your
account and set preferences as well as
access a customer representative via an
online chat (during certain hours). Visit
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information.
SYNC™ TROUBLESHOOTING
Your SYNC system is easy to use. However,
should questions arise, see the tables
below.
Phone issues
Possible cause(s)
Issue
Possible solution(s)
The audio control settings Review your phone's manual
There is excessive back-
ground noise during a phone
call.
on your phone may be
affecting SYNC perform-
ance.
about audio adjustments.
Try turning off the device,
resetting the device,
During a call, I can hear the
other person but they
cannot hear me.
This may be a possible
phone malfunction.
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.
SYNC is not able to down-
load my phonebook.
Try pushing your phonebook
contacts to SYNC by using
the Add Contacts feature.
This may be a possible
phone malfunction.
Use the SYNCmyphone
feature available on the
website.
The system says Phonebook
Downloaded but the
Try pushing your phonebook
This may be a limitation on contacts to SYNC by using
phonebook in SYNC is
empty or missing contacts.
your phone's capability.
the Add Contacts feature.
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SYNC™
Phone issues
Issue
Possible cause(s)
Possible solution(s)
If the missing contacts are
stored on your SIM card, try
moving them to the device
memory.
Remove any pictures or
special ring tones associ-
ated 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.
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 is a phone-dependent
feature.
Try deleting your device
from SYNC, deleting SYNC
from your device and trying
again.
I am having trouble
connecting my phone to
SYNC.
Check the security and auto
accept and prompt always
settings relative to the SYNC
Bluetooth connection on
your phone.
This may be a possible
phone malfunction.
Update your device's firm-
ware.
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SYNC™
Phone issues
Issue
Possible cause(s)
Possible solution(s)
Turn off the Auto phone-
book download setting.
This is a phone-dependent Go to the website to review
feature.
your phone's compatibility.
Text messaging is not
working on SYNC.
Try turning off the device,
resetting the device or
removing the device's
battery, then trying again.
This may be a possible
phone malfunction.
USB and media issues
Possible cause(s)
Issue
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.
I am having trouble
This may be a possible
device malfunction.
Make sure you insert the
USB cable correctly into the
device and the USB port.
connecting my device.
Make sure that the device
does not have an auto-
install program or active
security settings.
Make sure you are not
leaving the device in your
vehicle during very hot or
cold temperatures.
SYNC does not recognize
my device when I turn on the This is a device limitation.
car.
Review the device compatib-
ility chart on the SYNC
website to confirm your
phone supports the
Bluetooth audio streaming
function.
Bluetooth audio does not This is a phone-dependent
stream.
feature.
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SYNC™
USB and media issues
Possible cause(s)
Issue
Possible solution(s)
Make sure you correctly
connect the device to SYNC,
and that you have pressed
play on your device.
The device is not connected.
Your music files may not
contain the correct artist,
song title, album or genre
information.
Make sure that all song
details are populated.
SYNC does not recognize
music that is on my device.
The file may be corrupted.
Some devices require you to
change the USB settings
from mass storage to MTP
class.
The song may have copy-
right protection, which does
not allow it to play.
Voice command issues
Possible cause(s)
Issue
Possible solution(s)
Review the phone voice
commands and the media
voice commands at the
beginning of their respective
sections.
You may be using the wrong
voice commands.
SYNC does not understand
what I am saying.
After pressing the voice icon,
wait until after the tone
sounds and Listening
You may be speaking too
soon or at the wrong time.
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.
SYNC does not understand You may be using the wrong
the name of a song or artist.
voice commands.
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SYNC™
Voice command issues
Possible cause(s)
Issue
Possible solution(s)
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.
You may be saying the
name differently than the
way you saved it.
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".
The system may not be
reading the name the same
way you are saying it.
Do not use special charac-
ters in the title. The system
does not recognize them.
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 using the wrong
voice commands.
SYNC does not understand
or is calling the wrong
contact when I want to
make a call.
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.
You may be saying the
name differently than the
way you saved it.
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SYNC™
Voice command issues
Possible cause(s)
Issue
Possible solution(s)
The system works better if
you list full names, such as
"Joe Wilson" rather than
"Joe".
The system may not be
reading the name the same
way you are saying it.
Contacts in your phonebook Do not use special charac-
may be very short and ters, such as 123 or ICE, as
similar, or they may contain the system does not recog-
special characters.
nize them.
If a contact is in CAPS, you
have to spell it. JAKE
requires you to say "Call J-
A-K-E".
Your phonebook contacts
may be in CAPS.
AppLink issues
Issue
Possible cause(s)
Possible solution(s)
Ensure you have a compat-
ible smartphone; an Android
with OS 2.3 or higher or an
iPhone 3GS or newer with
iOS 5.0 or higher. Addition-
ally, ensure your phone is
paired and connected to
SYNC in order to find
AppLink Mobile Applica-
tions: When I select "Find An AppLink capable phone
New Apps," SYNC does not is not connected to SYNC.
find any applications.
AppLink-capable apps on
your device. iPhone users
must also connect to
SYNC's USB port with an
Apple USB cable.
Ensure you have down-
loaded and installed the
latest version of the app
AppLink-enabled apps are
My phone is connected, but
not installed and running on from your phone's app store.
I still cannot find any apps.
your mobile device.
Ensure the app is running on
your phone. Some apps
require you to register or
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SYNC™
AppLink issues
Issue
Possible cause(s)
Possible solution(s)
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.
Sometime apps do not
My phone is connected, my properly close and re-open
app(s) are running, but I still their connection to SYNC,
cannot find any apps.
over ignition cycles, for
example.
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
There is a Bluetooth bug on Reset the Bluetooth on your
connected, my app(s) are some order versions of the phone by turning it off and
running, I restarted them,
but I still cannot find any
apps.
Android operating system then turning Bluetooth back
that may cause apps that on. If you are in your vehicle,
were found on your previous
SYNC should be able to
vehicle drive to not be found automatically re-connect to
again if you have not turned your phone if you press the
off Bluetooth.
"Phone" button.
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SYNC™
AppLink issues
Issue
Possible cause(s)
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.
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.
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 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.
Some Android devices have Force close or uninstall the
a limited number of apps you do not want SYNC
bluetooth ports apps can to find. If the app has a "Ford
I can only see some of the use to connect. If you have SYNC" setting, disable that
AppLink apps running on my more AppLink apps on your setting in the app's settings
phone listed in SYNC's
Mobile Apps Menu.
phone than the number of
available Bluetooth ports,
you will not see all of your
apps listed in SYNC's mobile
apps menu.
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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