Get SYNC? 3 -> SYNC? 3 Troubleshooting Guide for Ford Ecosport SUV 2020

SYNC™ 3

SYNC™ 3 TROUBLESHOOTING

Voice Recognition

Symptom

Possible Cause and Resolution

The system does not under-

stand what I am saying.

–

You are using the wrong voice commands.

•

See Using Voice Recognition (page 327).

For a complete list of voice commands, refer to our

website.

–

You are speaking too soon.

Wait for the voice prompt before you speak.

•

The system does not under-

stand 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 are using the wrong voice commands.

•

See Using Voice Recognition (page 327).

For a complete list of voice commands, refer to our

website.

You are not 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 song or artist name may have some special char-

acters that are not being recognized by the system.

–

The name contains special characters, for example *,

- or +.

•

Rename the files on your device or use the touch-

screen to select and play the track.

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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™ 3

Symptom

Possible Cause and Resolution

The system does not under-

stand the name of a contact

in the phonebook on my

device and calls the wrong

contact.

–

You are not 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 abbrevi-

ations 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 under-

stand foreign names of

contacts in the phonebook

on my device.

You are not 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 phone-

book 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 does 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,

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.

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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™ 3

Symptom

Possible Cause and Resolution

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 recog-

nize 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 under-

stand 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 Phone (page 343).

Media player not running.

Start the media player on your device.

•

The system does not recog-

nize 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.

•

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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™ 3

Symptom

Possible Cause and Resolution

–

•

Use a device that contains files that are not copy-

right protected.

Unsupported file format.

•

Repair or convert the files to a supported format.

See Entertainment (page 334).

–

Device indexing required.

•

Re-index your device. See Settings (page 355).

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,

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

If the system does not play the tracks on your USB device

the tracks on my USB drive in the correct order, the following information could help:

in the correct order.

–

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.

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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™ 3

Phone

Symptom

Possible Cause and Resolution

Incorrect cell phone settings.

During a call, I can hear

–

excessive background noise.

•

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 off, reset it and try again.

Cell phone microphone muted.

Unmute your cell phone microphone.

•

During a call, I cannot hear

the other person and they

cannot hear me.

–

System restart required.

•

Restart the system. Switch the ignition off and

open the door. Close the door and lock the vehicle.

Wait until the touchscreen is off and any illumin-

ated USB ports are not illuminated. Unlock the

vehicle, switch the ignition on and try again.

I cannot download phone-

book.

–

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 (page 355).

–

Cell phone malfunction.

•

Switch your cell phone off, reset it and try again.

A message displays

Incorrect cell phone settings.

suggesting that my phone-

book has downloaded but it

is empty or it has missing

contacts.

•

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 (page 355).

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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™ 3

Symptom

Possible Cause and Resolution

Incompatible cell phone.

I cannot connect my cell

phone.

–

•

Check the compatibility of your cell phone on our

website.

Cell phone malfunction.

•

Switch your cell phone off, reset it and try again.

Install the latest cell phone firmware.

Delete your device from system and delete SYNC

from your device and try again.

•

Switch automatic phonebook download off. See

Settings (page 355).

Text messaging does not

work.

–

You did not switch on text message notifications.

•

Switch text message notifications on. See Phone

(page 343).

Incompatible cell phone.

•

Check the compatibility of your cell phone on our

website.

–

Cell phone malfunction.

Switch your cell phone off, 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.

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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™ 3

Navigation (If Equipped)

Symptom

Possible Cause and Resolution

Incorrect entry method.

Enter the street name with the country.

You are using the wrong coordinates format.

I cannot enter a street name

when I am abroad.

–

•

The system does not recog-

nize coordinates.

•

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.

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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™ 3

Apps

Symptom

Possible Cause and Resolution

Incompatible device.

The system cannot find any

apps.

–

•

You will 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 AppLink

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.

–

AppLink compatible apps not installed on your device.

Download and install the latest version of the app.

AppLink compatible apps 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 7.0 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 oper-

ating system could result in apps not being found.

•

Switch Bluetooth off and on again to force the

system to reconnect to your device.

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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™ 3

Symptom

Possible Cause and Resolution

Cable connection issue.

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.

–

•

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. Some Android devices have a limited

number of Bluetooth ports that apps can use to

connect. If you have more apps running on your device

than the number of available Bluetooth ports, the

system cannot find all of them.

•

Close some of the apps to allow the system to find

those that you want to use.

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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™ 3

Wi-Fi Connectivity

Symptom

Possible Cause and Resolution

Password error.

Enter the correct network password.

Weak network signal.

I cannot connect to a Wi-Fi

network.

–

•

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.

•

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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™ 3

Symptom

Possible Cause and Resolution

System limitation.

SYNC does not provide a Wi-Fi hotspot at this time.

I cannot see SYNC when I

search for Wi-Fi networks on

my cell phone or other

device.

–

•

Software downloads take

too long.

–

Weak network signal

•

Move 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 Solution

You have not set up Personal Profiles.

You entered an invalid profile.

You did not select a memory button when prompted.

I cannot create a profile.

You did 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.

You did not select the lock button on the remote control.

The remote control selected was already associated with

another profile and the system declined to overwrite.

I cannot link a remote

control.

The system performed a profile recall when linking a

remote control.

You did not have the ignition on or in park (P), or you

shifted out park (P) when creating a profile.

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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™ 3

Symptom

Possible Cause and Solution

You are using the old linking method.

Personal Profiles does not support your unsaved settings.

My personalized settings do A different personal profile is active.

not save.

Another user changed the settings for the wrong personal

profile.

You did not create a personal profile.

Personal Profiles is turned off.

The profile you requested is already active.

You did not link the memory button you are using to a

profile.

My profile will not recall.

You did not link the remote control you are using to a

profile.

You are using the wrong remote control.

You are pressing a button other than the unlock or remote

start on a linked remote control.

You deleted the personal profile.

My preset positions recall,

but my profile does not.

You switched the personal profiles off.

The vehicle is in motion.

My profile recalls but my

preset positions do not.

The preset positions are the same as the guest or previ-

ously active profile.

Unlink and relink your remote control in the Personal

Profiles menu. You may need to see your authorized dealer.

I lost a remote control.

I lost all profiles.

You 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 without your know-

ledge.

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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™ 3

Resetting the System

1. Simultaneously press and hold the

seek up and the audio unit power

buttons until the screen goes black.

2. Wait three minutes to allow the system

to complete the reset.

3. 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.

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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? 3 -> SYNC? 3 Troubleshooting for Your Ford Ecosport SUV 2020

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