Get SYNC? -> SYNC? Troubleshooting Guide for Ford Ecosport SUV 2020

SYNC™

Note: You must enable mobile apps for

each connected device the first time you

select a mobile app using the system.

Command

___ List of Commands

Help

Note: Standard data rates apply. Ford is

not responsible for any additional charges

you may receive from your service provider,

when your vehicle sends or receives data

through the connected device. This includes

any additional charges incurred due to

driving in areas when roaming out of a home

network.

Pause

Play

Next Track

Previous Track

AM ___

USING SYNC™ WITH YOUR

MEDIA PLAYER

FM ___

SYNC supports digital media sources

including: iPod, Bluetooth devices, and

most USB drives. SYNC also supports

audio formats, such as MP3, WMA, WAV

and ACC.

CD Player

Sirius Channel ___

USB

Bluetooth Audio

Media Sources

The AUX or MEDIA button allows you to

__ is a dynamic listing, meaning that it

could be the name of anything, such as an

artist, station, or media source.

view and select available media sources.

Press the AUX or MEDIA button to view

your sources. Use the directional arrows

and OK button to select your source. You

can also use the steering wheel audio

controls.

SYNC™ TROUBLESHOOTING

Your SYNC system is easy to use. However,

should questions arise, see the tables

below.

Audio Voice Commands

Press the voice button. You can

do things like play a specific song

or album, skip to the next song,

or tune to a radio station. When prompted,

say a command. See the following table

for example commands. Not all

commands may be available on your

vehicle.

Use your regional Ford website at any time

to check your phone's compatibility,

as well as access a customer

representative via an online chat (during

certain hours).

Market

Website(s)

North America

www.SYNCMyRide.com

www.SYNCMyRide.ca

www.sync-

maroute.ca

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EcoSport (CBW) Canada/United States of America, Vehicles Built From: 17-06-2019, LN1J-19A321-ZFA enUSA, Edition date: 201904, First-Printing

SYNC™

Phone issues

Issue

Possible cause(s)

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.

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.

The system says Phonebook

Downloaded but the

This may be a limitation on

your phone's capability.

phonebook in SYNC is

empty or missing contacts.

Remove any pictures or

special ring tones associ-

ated with the missing

contact.

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EcoSport (CBW) Canada/United States of America, Vehicles Built From: 17-06-2019, LN1J-19A321-ZFA enUSA, Edition date: 201904, First-Printing

SYNC™

Phone issues

Issue

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.

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.

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.

I cannot return to the Phone

menu when selecting a

contact.

You are on the Select a

Character screen.

Press the Phone button to

return to the Phone menu.

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EcoSport (CBW) Canada/United States of America, Vehicles Built From: 17-06-2019, LN1J-19A321-ZFA enUSA, Edition date: 201904, First-Printing

SYNC™

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.

This is a phone-dependent

feature.

Bluetooth audio does not

stream.

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

SYNC does not recognize

music that is on my device.

contain the correct artist,

song title, album or genre

information.

Make sure that all song

details are populated.

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EcoSport (CBW) Canada/United States of America, Vehicles Built From: 17-06-2019, LN1J-19A321-ZFA enUSA, Edition date: 201904, First-Printing

SYNC™

USB and media issues

Possible cause(s)

Issue

Possible solution(s)

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.

Switch radio bands and

return to Sirius or switch the

feature off. You can then

change the Sirius station

using the directional

buttons.

I cannot change the Sirius

station.

Sirius Replay is active.

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

Review the media voice

commands at the beginning

of the media section.

You may be using the wrong

voice commands.

Say the song or artist

exactly as listed. If you say

"Play Artist Prince", the

SYNC does not understand

the name of a song or artist.

You may be saying the

name differently than the system does not play music

way you saved it.

by Prince and the Revolution

or Prince and the New

Power Generation.

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EcoSport (CBW) Canada/United States of America, Vehicles Built From: 17-06-2019, LN1J-19A321-ZFA enUSA, Edition date: 201904, First-Printing

SYNC™

Voice command issues

Possible cause(s)

Issue

Possible solution(s)

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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EcoSport (CBW) Canada/United States of America, Vehicles Built From: 17-06-2019, LN1J-19A321-ZFA enUSA, Edition date: 201904, First-Printing

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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EcoSport (CBW) Canada/United States of America, Vehicles Built From: 17-06-2019, LN1J-19A321-ZFA enUSA, Edition date: 201904, First-Printing

SYNC™

AppLink issues

Issue

Possible cause(s)

Possible solution(s)

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

connected, my app(s) are

running, I restarted them,

but I still cannot find any

apps.

There is a Bluetooth bug on Reset the Bluetooth on your

some older versions of the phone by turning it off and

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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EcoSport (CBW) Canada/United States of America, Vehicles Built From: 17-06-2019, LN1J-19A321-ZFA enUSA, Edition date: 201904, First-Printing

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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EcoSport (CBW) Canada/United States of America, Vehicles Built From: 17-06-2019, LN1J-19A321-ZFA enUSA, Edition date: 201904, First-Printing

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SYNC? -> SYNC? Troubleshooting for Your Ford Ecosport SUV 2020

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