Get SYNC? 3 -> SYNC? 3 Troubleshooting Guide for Ford Fusion 4 Door Second Generation (2013-2020)

SYNC™ 3

Menu Item

Action and Description

Day

The screen displays with a light background to enhance

daytime viewing.

Night

The screen displays with a darker background to make

nighttime viewing easier.

Auto Dim

Enable this option to automatically dim the display brightness based

on ambient lighting conditions.

Voice Control

You can adjust the voice control settings

by selecting the following options.

Menu Item

Advanced Mode

Enable this option to remove additional voice prompts

and confirmations.

Phone Confirmation

Voice Command List

Enable this option to have the system confirm a contacts

name with you before making a call.

Enable this option to have the system display a list of

available voice commands when the voice button is

pressed.

To enable valet mode, enter your chosen

PIN. The system then asks to confirm your

PIN by reentering it. The system then locks.

Valet Mode

Valet mode allows you to lock the system.

No information is accessible until the

system is unlocked with the correct PIN.

To unlock the system, enter the same pin

number. The system reconnects to your

phone and all of your options are available

again.

When you select valet mode a pop up

appears informing you that a four digit

code must be entered to enable and

disable valet mode. You can use any PIN

you chose but you must use the same PIN

to disable valet mode. The system asks

you to input the code.

SYNC™3TROUBLESHOOTING

Your SYNC 3 system is easy to use.

However, should questions arise, please

refer to the tables below.

Note: If the system is locked and you

cannot remember the PIN, please contact

the Customer Relationship Center.

To check your cell phone's compatibility,

visit the Ford website.

United States: 1-800-392-3673

Canada: 1-800-565-3673

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SYNC™ 3

Website

www.syncmyride.ca

www.syncmaroute.ca

owner.ford.com

Cell phone issues

Possible cause

Issue

Possible solution

There is back-

ground noise

during a phone phone may be affecting adjustments.

The audio control

settings on your cell

Refer to your device's manual about audio

call.

SYNC 3 performance.

Try switching your cell phone off, resetting

it or removing the battery, then try again.

During a call, I

can hear the

other person

but they cannot

hear me.

Possible cell phone

malfunction.

Make sure that the microphone for SYNC

3 is not set to off. Look for the microphone

icon on the phone screen.

During a call, I

cannot hear the

other person

and they cannot

hear me.

To restart your system, shut down the

engine, open and close the door, and then

lock the door and wait for 2-3 minutes.

Make sure that your SYNC 3 screen is black

and the lighted USB port is off.

The system may need to

be restarted.

This is a cell phone-

dependent feature.

Check your cell phone's compatibility.

Make sure you allow SYNC 3 to retrieve

contacts from your phone. Refer to your

cell manual.

SYNC 3 is not

able to down-

load my phone-

book.

Possible cell phone

malfunction.

You must switch on your cell phone and

the automatic phonebook download

feature on SYNC 3.

Try switching your cell phone off, resetting

it or removing the battery, then try again.

The system

says "Phone-

book down-

Make sure you allow SYNC 3 to retrieve

contacts from your phone. Refer to your

cell manual.

loaded" but my Limitations on your cell

SYNC 3 phone- phone's capability.

book is empty or

is missing

contacts.

If the missing contacts are stored on your

SIM card, move them to your cell phone's

memory.

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SYNC™ 3

Cell phone issues

Issue

Possible cause

Possible solution

You must switch on your cell phone and

the automatic phonebook download

feature on SYNC 3.

This is a cell phone-

dependent feature.

Check your cell phone's compatibility.

Try switching your cell phone off, resetting

it or removing the battery, then try again.

I am having

trouble

connecting my

cell phone to

SYNC 3.

Try deleting your device from SYNC 3 and

deleting SYNC from your device, then trying

again.

Possible cell phone

malfunction.

Always check the security and auto accept

prompt settings relative to the SYNC 3

Bluetooth connection on your cell phone.

Update your cell phone's firmware.

Switch the auto download setting off.

This is a cell phone-

dependent feature.

Check your cell phone's compatibility.

Possible cell phone

malfunction.

Try switching your cell phone off, resetting

it or removing the battery, then try again.

iPhone

•

Go to your cell phone's Settings.

Go to the Bluetooth Menu.

Press the blue circle to the right of the

device named with your vehicle make

and model to enter the next menu.

Text messaging

is not working

on SYNC 3.

•

Turn Show Notifications on.

Disconnect then reconnect your iPhone

from the SYNC 3 system to activate this

settings update.

Your iPhone is now set up to forward

incoming text messages to SYNC 3.

Repeat these steps for every other SYNC 3

vehicle that you connect. Your iPhone will

only forward incoming text messages to

SYNC 3 if the iPhone is not unlocked in the

messaging application.

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SYNC™ 3

Cell phone issues

Issue

Possible cause

Possible solution

Replying to text messages using SYNC 3 is

not supported by iPhone.

Text messages from WhatsApp and Face-

book Messenger are not supported.

Your cell phone must support downloading

text messages through Bluetooth to receive

incoming text messages.

This is a cell phone-

dependent feature.

Audible text

messages do

not work on my

cell phone.

Because each cell phone is different, refer

to your device's manual for the specific cell

This is a cell phone limita- phone you are pairing. In fact, there can be

tion.

differences between cell phones due to

brand, model, service provider and software

version.

USB and Bluetooth Stereo issues

Issue

Possible cause

Possible solution

Disconnect the device from SYNC 3. Try

switching your device off, resetting it or

removing the battery, then reconnect it to

SYNC 3.

Make sure you are using the manufacturer's

cable.

Possible device malfunc-

tion.

I am having

trouble

connecting my

device.

Make sure to correctly insert the USB cable

into the device and your vehicle's USB port.

Make sure that the device does not have

an auto-install program or active security

settings.

The device has a lock

screen enabled.

Make sure your device is unlocked before

connecting it to SYNC 3.

SYNC 3 does

not recognize

my device when This is a device limitation. your vehicle during very hot or cold

Make sure you are not leaving the device in

I start my

vehicle.

temperatures.

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SYNC™ 3

USB and Bluetooth Stereo issues

Issue

Possible cause

This is a device-

dependent feature.

Possible solution

Bluetooth audio

does not

stream.

Make sure you connect the device to SYNC

3 and that you have started the media

player on your device.

The device is not

connected.

Your music files may not

contain the correct artist, Make sure that all song details are popu-

song title, album or genre lated.

information.

The file may be

corrupted.

Try replacing the corrupt file with a new

version.

SYNC 3 does

not recognize

music that is on

my device.

The song may have

copyright protection that USB settings from mass storage to media

does not allow it to play. transfer protocol class.

Some devices require you to change the

The file format is not

supported by SYNC 3.

Convert the file to a supported format. See

Entertainment (page 355).

The device needs to be

re-indexed.

Update media index. See Settings (page

381).

The device has a lock

screen enabled.

Make sure your device is unlocked before

connecting it to SYNC 3.

Disconnect the device from SYNC 3. Try

switching your device off, resetting it or

removing the battery, then connect it back

to SYNC 3.

When I connect

my device, I

sometimes do

not hear any

sound.

To listen to Apple devices through USB,

select AirPlay from the devices Control

Center, then select Dock Connector.

This is a device limitation.

To listen to Apple devices through

Bluetooth Stereo, select AirPlay from the

devices Control Center, then select SYNC.

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SYNC™ 3

Wi-Fi Issues

Issue

Possible cause

Possible solution

Verify password.

Failed connection.

Password error.

Weak signal.

Check for a poor Wi-Fi

signal.

Multiple Access points Use a unique name for your

within range with the same SSID, don’t use the default

SSID.

name unless it contains a

unique identifier, such as

part of the MAC address.

Disconnecting after

successful connection.

Weak signal probably due Position the vehicle close to

to distance from the the hotspot with the front of

hotspot, obstruction or high the vehicle facing the

interference.

hotspot direction and

remove obstacles if

possible. Other Wi-Fi,

Bluetooth, microwave and

cordless phones may cause

interference.

Poor signal seen by SYNC 3 There may be an obstruction If the vehicle is equipped

despite being near a

hotspot.

between SYNC 3 and the

hotspot.

with heated windshield, try

positioning the vehicle so

that the windshield is not

facing the hotspot. If you

have metallic window tinting

but not on the windshield,

position the vehicle to face

the hotspot. If all windows

are tinted, you can open the

windows in the direction of

the hotspot if that is feas-

ible.

Try to remove other

obstructions that may

impact signal quality such

as opening the garage door.

A hotspot is not listed in the The hotspot was defined as Please set the network to

list of available networks. a hidden network. visible and try again.

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SYNC™ 3

Wi-Fi Issues

Issue

Possible cause

Possible solution

SYNC 3 is not seen when

SYNC 3 does not currently SYNC 3 currently does not

searching for Wi-Fi networks provide a hotspot.

from your phone or other

devices.

provide a hotspot

Software download takes

too long.

Poor signal strength, too far Check the signal quality

from the hotspot, hotspot is (under network details), if

supporting multiple SYNC 3 indicates good or

connections, slow Internet excellent, test with another

connection or other prob-

lems.

high-speed equipped

hotspot where the environ-

ment is more predictable.

SYNC 3 seems to connect It is possible that there is no Test the connection with

with a hotspot and the new software. The another device, if the

signal strength is excellent connected hotspot may be hotspot requires a subscrip-

but the software is not being a managed one and it

tion, you may contact the

service provider.

updated.

requires either a subscrip-

tion or agreeing to the terms

and conditions.

AppLink issues

Issue

Possible cause(s)

Possible solution(s)

Make sure you have a

AppLink Mobile Applica-

tions: When I select

"Connect Mobile Apps,"

SYNC 3 does not find any

applications.

compatible smartphone; an

Android with OS 2.3 or

Applink Compatible phone higher or an iPhone 3GS or

You did not connect an

to SYNC 3.

newer with iOS 5.0 or higher.

Additionally, make sure you

pair and connect your phone

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SYNC™ 3

AppLink issues

Issue

Possible cause(s)

Possible solution(s)

to SYNC 3 in order to find

AppLink-capable apps on

your device. iPhone users

must also connect to a USB

port with an Apple USB

cable.

Make sure you have down-

loaded and installed the

latest version of the app

from your phone's app store.

Make sure the app is running

AppLink-enabled apps are on your phone. Some apps

not installed and running on require you to register or

My phone is connected, but

I still cannot find any apps.

your mobile device.

login to 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 3 find the

application if you cannot

discover it inside the vehicle.

On an Android device, if

apps have an 'Exit' or 'Quit'

option, then select it and

Sometimes apps do not

My phone is connected, my properly close and re-open restart the app. If the app

app(s) are running, but I still their connection to SYNC 3, does not have that option,

cannot find any apps.

over ignition cycles, for

example.

select the phone's settings

menu and select 'Apps',

then find the particular app

and choose 'Force stop.' Do

not forget to restart the app

afterward, then select

"Connect Mobile Apps" on

SYNC 3.

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SYNC™ 3

AppLink issues

Issue

Possible cause(s)

Possible solution(s)

On an iPhone with iOS7+, to

force close an app, double

tap the home button then

swipe up on the app to close

it. Tap the home button

again, then select the app

again to restart it. After a

few seconds, the app should

then appear in SYNC 3'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 issue

on some older versions of

the Android operating

system that may cause apps vehicle, SYNC 3 should be

that were found on your able to automatically re-

Switch Bluetooth off and

then on to reset it on your

phone. If you are in your

previous vehicle drive to not connect to your phone if you

be found again if you did not press the "Phone" button.

switch Bluetooth off.

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SYNC™ 3

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 3's Mobile

Apps Menu. If not, "Force

Close" the application and

restart it.

My iPhone is connected, my

app is running, I restarted

the app but I still cannot find USB connection to SYNC 3.

it on SYNC 3.

You may need to reset the

Increase 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

The Bluetooth volume on

app on SYNC 3, but there is

the phone may be low.

no sound or the sound is

very low.

Some Android devices have Force close or uninstall the

a limited number of

Bluetooth ports that apps

can use to connect. If you

apps you do not want SYNC

3 to find. If the app has a

"Ford SYNC" setting, disable

I can only see some of the

AppLink apps running on my have more AppLink apps on that setting in the app's

phone listed in the SYNC 3 your phone than the number settings menu on the phone.

Mobile Apps Menu.

of available Bluetooth ports,

you will not see all of your

apps listed in the SYNC 3

mobile apps menu.

Voice command issues

Issue

Possible cause

Possible solution

Review the cell phone voice commands

and the media voice commands at the

beginning of their respective sections.

You may be using the

wrong voice commands.

SYNC 3 does

not understand

what I am

Refer to the audio display during an active

voice session to find a list of voice

commands there.

saying.

You may be speaking too Wait for the system to prompt you before

soon or at the wrong

time.

you state your command.

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SYNC™ 3

Voice command issues

Issue

Possible cause

You may be using the

wrong voice commands. beginning of the media section.

Possible solution

Review the media voice commands at the

Say the song or artist name exactly as it is

displayed on your device. For example, say

"Play Artist Prince" or "Play song Purple

Rain".

You may not be saying

the name exactly as it

not understand appears on your device.

the name of a

song or artist.

Make sure you are saying the complete title

such as "California remix featuring Jennifer

Nettles".

SYNC 3 does

If there are any abbreviations in the name,

like ESPN or CNN, you have to spell those:

"E-S-P-N" or "C-N-N".

The song or artist name

may have some special Make sure that song titles, artists, album,

characters that are not

being recognized by

SYNC 3.

and playlists names do not have any special

characters like *, - or +.

Make sure that you are saying the name

exactly as it appears on your phone. For

example, if your contact is "Joe Wilson",

say "Call Joe Wilson". If your contact name

is "Mom", say "Call Mom".

You may not be saying

the name exactly as it

appears on your phone-

book.

SYNC 3 does

not understand

or is calling the

wrong contact

when I want to

make a call.

The contact name may

contain special charac-

ters.

Make sure that your contact names do not

have any special characters like *, - or +.

SYNC 3 applies the phonetic pronunciation

rules of the selected language to the

contact names stored on your cell phone.

The SYNC 3

voice control

system is having You may not be saying

Helpful Hint: You can select your contact

manually. Press PHONE. Select the option

for phonebook and then contact name.

Press the soft-key option to hear it. SYNC

3 will read the contact name to you, giving

you some idea of the pronunciation it is

expecting.

trouble recog-

nizing foreign

names stored

on my cell

the name exactly as it

appears on your phone-

book.

phone.

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SYNC™ 3

Voice command issues

Issue

Possible cause

Possible solution

The SYNC 3

voice control

system is having

trouble recog-

nizing foreign

tracks, artists,

albums, genres

and playlist

names from my

media player or

USB flash drive.

SYNC 3 applies the phonetic pronunciation

rules of the selected language to the names

stored on your media player or USB flash

drive. It is able to make some exceptions

for very popular artist names (for example,

U2) such that you can always use the

English pronunciation for these artists.

You may be saying the

foreign names using the

currently selected

language for SYNC 3.

SYNC 3 uses a synthetically generated

voice rather than pre-recorded human

voice.

The system

generates voice

prompts and

the pronunci-

ation of some

words may not

be accurate for

my language.

SYNC 3 offers several new voice control

features for a wide range of languages.

Dialing a contact name directly from the

phonebook without pre-recording (for

example, “call John Smith”) or selecting a

track, artist, album, genre or playlist directly

from your media player (for example, "play

artist Madonna").

SYNC 3 uses text-to-

speech voice prompt

technology.

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SYNC™ 3

General

Issue

Possible cause

Possible solution

SYNC 3 only supports four languages in a

single module for text display, voice control

and voice prompts. The country where you

bought your vehicle dictates the four

languages based on the most popular

languages spoken. If the selected language

is not available, SYNC 3 remains in the

current active language.

The language

selected for the

instrument

cluster and

information and

entertainment

display does not

match the

SYNC 3

language

(phone, USB,

Bluetooth

audio, voice

control and

voice prompts).

SYNC 3 does not support

the currently selected

language for the instru-

ment cluster and inform-

ation and entertainment

display.

SYNC 3 offers several new voice control

features for a wide range of languages.

Dialing a contact name directly from the

phonebook without pre-recording (for

example, “call John Smith”) or selecting a

track, artist, album, genre or playlist directly

from your media player (for example, "play

artist Madonna").

SYNC 3 System Reset

The system has a System Reset feature that can be performed if the function of a SYNC

3 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. After

approximately 5 seconds the screen will go black. Allow 1-2 minutes for the system

reset to complete. You may then resume using the SYNC 3 system.

For additional assistance with SYNC 3

troubleshooting please call or visit the Ford

Website.

Ford Support

CustomerRelation- United States: 1-800-392-3673

ship Center

Canada: 1-800-565-3673

Website

owner.ford.com

www.syncmyride.ca

www.syncmaroute.ca

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2017 Focus (CDH) Canada/United States of America, HM5J 19A321 AA enUSA, Edition date: 201608, Second Printing

SYNC? 3 -> SYNC? 3 Troubleshooting for Your Ford Fusion 4 Door Second Generation (2013-2020)

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