Symptom Chart - SYNC System
WARNING: This page is about a different car, the 2017 Lincoln Navigator and 2017 Ford Expedition. However, it is still accessible from the selected car via links, so may be relevant.
| Condition | Possible Sources | Action |
|---|---|---|
| The SYNC ® system is inoperative (no response is received from phone, voice, and media inputs) | Refer to the Pinpoint Test | PERFORM the APIM Reset. If the concern is still present, GO to Pinpoint Test M . |
| All SYNC ® Services features are inoperative or inaccurate (traffic, directions, and information) | Refer to the Pinpoint Test | PERFORM the APIM Reset. If the concern is still present, GO to Pinpoint Test N . |
| The SYNC ® system voice or tone prompts, TTS feature, or ringtones are inoperative or do not operate correctly | Refer to the Pinpoint Test | PERFORM the APIM Reset. If the concern is still present, GO to Pinpoint Test O . |
| During a phone call, no incoming audio is heard in the vehicle | Refer to the Pinpoint Test | PERFORM the APIM Reset. If the concern is still present, GO to Pinpoint Test O . |
| Voice recognition is inoperative or does not operate correctly | Refer to the Pinpoint Test | PERFORM the APIM Reset. If the concern is still present, GO to Pinpoint Test P . |
| During a phone call, poor quality or no outgoing audio is heard on the outside device | Refer to the Pinpoint Test | PERFORM the APIM Reset. If the concern is still present, GO to Pinpoint Test P . |
| No sound from all SYNC ® audio sources (Bluetooth, USB, audio input jack) | Refer to the Pinpoint Test | PERFORM the APIM Reset. If the concern is still present, GO to Pinpoint Test L . |
| The SYNC ® steering wheel switches are inoperative or do not operate correctly | Refer to the Pinpoint Test | PERFORM the APIM Reset. If the concern is still present, GO to Pinpoint Test T . |
| The audio input jack is inoperative or does not operate correctly | Refer to the Pinpoint Test | PERFORM the APIM Reset. If the concern is still present, GO to Pinpoint Test Q . |
| The Universal Serial Bus (USB) port is inoperative or does not operate correctly | Refer to the Pinpoint Test | PERFORM the APIM Reset. If the concern is still present, GO to Pinpoint Test R . |
| Unable to pair Bluetooth device | Refer to the Pinpoint Test | PERFORM the APIM Reset. If the concern is still present, GO to Pinpoint Test S . |
| An individual Bluetooth device feature is inoperative (text messaging, media playback or controls, phone book download, call history, or call waiting) | Customer's device compatibility | PERFORM the Accessory Protocol Interface Module (APIM) Reset. If the concern is still present, INSTRUCT the customer to review the device compatibility list on the SyncMyRide website. It is normal operation for unsupported or incompatible Bluetooth features to be unavailable through the SYNC ® system. If the inoperative feature is compatible, ADVISE the customer to check their device for firmware updates, and if required, reset their device following the manufacturer's instructions. |
| SYNC ® AppLink™ is inoperative or does not operate correctly | Refer to the Pinpoint Test | PERFORM the Accessory Protocol Interface Module(APIM) Reset. If the concern is still present, INSTRUCT the customer to review the mobile device platform, application, and application version compatibility list on the SyncMyRide website. It is normal operation for incompatible mobile device platforms, applications, and application versions to be unavailable through SYNC ® AppLink™. If the mobile device platform, application, and application version are compatible, and the device is connected through Bluetooth only, GO to Pinpoint Test S . If the mobile device platform, application, and application version are compatible, and the device is connected through Bluetooth and the USB port, GO to Pinpoint Test R |
| 911 Assist™ or Vehicle Health Report (VHR) is inoperative or does not operate correctly | Unregistered SYNC ® owner account RCM misconfiguration IPC misconfiguration |
Verify that the customer has a SYNC ® Owner Account on the SyncMyRide website. This error message appears due to incomplete or incorrect PMI procedures. CHECK the vehicle service history for recent service actions related to the IPC or RCM. If there have been recent service actions with the IPC or RCM, REPEAT/PERFORM the PMI procedure as directed by the diagnostic scan tool. REFER to Programmable Module Installation (PMI) in Module Configuration . If there have been no recent service actions, APIM Hardware Testing . |