Get SYNC? -> SYNC? Troubleshooting Guide for Ford Kuga SUV Second Generation (2013-2018)

SYNC™(If Equipped)

Message

Browse USB

Description and Action

Browse all supported media files on your media player

connected to the USB port. You can only view media files

that are compatible with SYNC; other saved files are not

visible.

1. Press OK to select.

2. Scroll to browse indexed media files on your flash drive,

and then press OK.

Reset USB

Resets the USB index. After the new indexing is complete,

you can choose what to play from the USB song library.

^*You can use the buttons at the bottom of the audio display to jump to a certain

alphabetical category quickly. You can also use the letters on the numeric keypad to jump

in the list.

Bluetooth Devices and System

SYNC™ TROUBLESHOOTING

Settings

Your SYNC system is easy to use. However,

You can access these menus using the

should questions arise, please refer to the

audio display. See Using SYNC™ With

tables below.

Your Phone (page 273).

To check your cell phone's compatibility,

visit the regional Ford website.

Cell phone issues

Issue

Possible cause

Possible solution

A lot of back-

ground noise

The audio control

settings on your cell

Refer to your device's manual about audio

during a phone phone may be affecting adjustments.

call.

SYNC performance.

During a call, I

can hear the

other person

but they cannot

hear me.

Try switching off your cell phone, resetting

it or removing the battery, then trying again.

Possible cell phone

malfunction.

Make sure that the microphone for SYNC

is not set to off.

This is a cell phone-

dependent feature.

SYNC is not

able to down-

load my phone-

book.

Check your cell phone's compatibility.

Possible cell phone

malfunction.

Try switching off your cell phone, resetting

it or removing the battery, then trying again.

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SYNC™(If Equipped)

Cell phone issues

Issue

Possible cause

Possible solution

Try pushing your phonebook contacts to

SYNC by selecting the option to add.

You must switch on your cell phone and

the automatic phonebook download

feature on SYNC.

Try pushing your phonebook contacts to

SYNC by selecting the option to add.

The system

says "Phone-

book down-

If the missing contacts are stored on your

SIM card, try moving them to your cell

phone's memory.

loaded" but my Limitations on your cell

SYNC phone-

book is empty or

is missing

phone's capability.

Remove any pictures or special ring tones

associated with the missing contact.

contacts.

You must switch on your cell phone and

the automatic phonebook download

feature on SYNC.

This is a cell phone-

dependent feature.

Check your cell phone's compatibility.

Try switching off your cell phone, resetting

it or removing the battery, then trying again.

I am having

trouble

Try deleting your device from SYNC and

deleting SYNC from your device, then trying

again.

connecting my

cell phone to

SYNC.

Possible cell phone

malfunction.

Always check the security and auto accept

prompt settings relative to the SYNC

Bluetooth connection on your cell phone.

Update your cell phone's firmware.

Switch off the auto download setting.

This is a cell phone-

dependent feature.

Check your cell phone's compatibility.

Text messaging

is not working

on SYNC.

Possible cell phone

malfunction.

Try switching off your cell phone, resetting

it or removing the battery, then trying again.

iPhone

•

Go to your cell phone's Settings.

Go to the Bluetooth Menu.

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SYNC™(If Equipped)

Cell phone issues

Issue

Possible cause

Possible solution

•

Make sure the connection status shows

Not Connected.

Press the blue circle to enter the next

menu.

•

Turn on Show Notifications.

Turn on Sync Contacts.

Your iPhone is now set up to forward

incoming text messages to SYNC.

Repeat these steps for every other Sync

vehicle you are connected to.

Your iPhone will only forward incoming text

messages to SYNC if it is unlocked.

Replying to text messages using SYNC 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.

Access the text messaging menu of SYNC

to see if your cell phone supports the

feature. Press the PHONE button and then

scroll and select the option for text

messaging, then press OK.

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.

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SYNC™(If Equipped)

USB and media issues

Issue

Possible cause

Possible solution

Try switching off the device, resetting it or

removing the battery, then trying again.

Make sure you are using the manufacturer's

cable.

I am having

trouble

Possible device malfunc-

Make sure correctly insert the USB cable to

the device and your vehicle's USB port.

connecting my tion.

device.

Make sure that the device does not have

an auto-install program or active security

settings.

SYNC does not

recognize my

Make sure you are not leaving the device in

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

temperatures.

device when I

start my vehicle.

This is a device-

Bluetooth audio

does not

dependent feature.

Make sure you connect the device to SYNC

and press play on your device.

The device is not

stream.

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.

SYNC does not

recognize music

that is on my

device.

The file may be

corrupted.

Try replacing the corrupt file with a new

version.

The song may have

Some devices require you to change the

copyright protection that USB settings from mass storage to media

does not allow it to play. transfer protocol class.

When I connect

my iPhone or

iPod Touch

From the iPhone or iPod Touch music now

playing screen, select the audio device

airplay icon at the very bottom of your

iPhone or iPod Touch screen.

through the

USB and

This is a device limitation.

To listen to the iPhone or iPod Touch

through Bluetooth Audio, select SYNC.

Bluetooth Audio

at the same

time, I some-

times do not

hear any sound.

To listen to the iPhone or iPod Touch

through USB, select Dock Connector.

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SYNC™(If Equipped)

Voice command issues

Issue

Possible cause

Possible solution

SYNC does not

understand

what I am

saying.

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.

Refer to the audio display during an active

voice session to find a list of voice

commands there.

You may be speaking too The microphone for the system is either in

soon or at the wrong

time.

your rear view mirror or in the headliner just

above the windshield.

You may be using the

Review the media voice commands at the

wrong voice commands. beginning of the media section.

Say the song or artist exactly as the system

saved it. 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 not be saying

SYNC does not

understand the

name of a song

or artist.

the name exactly as the Make sure you are saying the complete title

system saved it.

such as "California remix featuring Jennifer

Nettles".

If the song titles are in capital letters, you

have to spell them. LOLA requires you to

say "L-O-L-A".

The system may not be

reading the name the

Do not use special characters in the title,

same way you are saying as the system does not recognize them.

it.

Review the cell phone voice commands at

the beginning of the cell phone section.

SYNC does not

understand or is

calling the

You can also use the cell phone and media

suggestion lists to get a list of possible

suggestions when the system cannot fully

understand you. See Using Voice Recog-

nition (page 270).

You may be using the

wrong contact wrong voice commands.

when I want to

make a call.

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SYNC™(If Equipped)

Voice command issues

Issue

Possible cause

Possible solution

Make sure you are saying the name exactly

as the system saved it. For example, if the

contact name is Joe Wilson, say "Call Joe

Wilson".

You may not be saying

the name exactly as the

system saved it.

The system works better if you list full

names such as "Joe Wilson" rather than

"Joe".

Contacts in your phone-

book may be very short Do not use special characters such as 123

and similar or they may or ICE as the system does not recognize

contain special charac- them.

ters.

Your phonebook

contacts may be in

capital letters.

If the contacts are in capital letters, you

have to spell them. JAKE requires you to

say "Call J-A-K-E".

SYNC applies the phonetic pronunciation

rules of the selected language to the

contact names stored on your cell phone.

The SYNC voice

control system

is having trouble

recognizing

You may be saying the

foreign names using the

currently selected

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

will read the contact name to you, giving

you some idea of the pronunciation it is

expecting.

foreign names

stored on my

cell phone.

language for SYNC.

The SYNC voice

control system

is having trouble

recognizing

SYNC 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

foreign tracks,

artists, albums,

genres and

language for SYNC.

playlist names

from my media

player or USB

flash drive.

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SYNC™(If Equipped)

Voice command issues

Issue

Possible cause

Possible solution

SYNC 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 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 uses text-to-

speech voice prompt

technology.

My previous

Bluetooth voice

control system

allowed me to

control the

SYNC offers significant capability beyond

the previous system such as dialing a

The focus of SYNC is to contact name directly from the phonebook

control your mobile

without pre-recording (for example, “call

radio, CD, and

climate control

systems. Why

can I not control

these systems

with SYNC?

devices and the content John Smith”) or selecting a track, artist,

stored on them.

album, genre or playlist directly from your

media player (for example, " play artist

Madonna).

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SYNC™(If Equipped)

General

Issue

Possible cause

Possible solution

SYNC 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 remains in the

current active language.

The language

selected for the

instrument

cluster and

information and SYNC does not support

entertainment the currently selected

display does not language for the instru-

match the

ment cluster and inform-

SYNC 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 language ation and entertainment

(phone, USB,

Bluetooth

display.

audio, voice

control and

voice prompts).

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SYNC™(If Equipped)

AppLink issues

Issue

Possible cause(s)

Possible solution(s)

AppLink Mobile An AppLink capable

Ensure you have a compatible smartphone;

Applications:

When I select

"Find New

phone is not connected an Android with OS 2.3 or higher or an

to SYNC.

iPhone 3GS or newer with iOS 5.0 or higher.

Additionally, ensure your phone is paired

and connected to SYNC in order to find

AppLink-capable apps on your device.

iPhone users must also connect to SYNC's

USB port with an Apple USB cable.

Apps," SYNC

does not find

any applica-

tions.

My phone is

AppLink-enabled apps

Ensure you have downloaded and installed

the latest version of the app from your

phone's app store. Ensure the app is running

on your phone. Some apps require you to

register or 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.

connected, but are not installed and

I still cannot find running on your mobile

any apps.

device.

My phone is

Sometime apps do not

Closing and restarting apps may help SYNC

find the application if you cannot discover

connected, my properly close and re-

app(s) are

open their connection to it inside the vehicle. On an Android device,

running, but I

SYNC, over ignition

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.

still cannot find cycles, for example.

any apps.

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.

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SYNC™(If Equipped)

AppLink issues

Issue

Possible cause(s)

Possible solution(s)

My Android

phone is

There is a bluetooth bug Reset the Bluetooth on your phone by

on some order versions turning it off and then turning Bluetooth

connected, my of the Android OS that

back on. If you are in your vehicle, SYNC

should be able to automatically re-connect

to your phone if you press the "Phone"

app(s) are

running, I

may cause apps that

were found on your

restarted them, previous vehicle drive to button.

but I still cannot not be found again if you

find any apps.

have not turned off

bluetooth.

My iPhone

phone is

The USB connection to

SYNC may need to be

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.

connected, my reset.

app is running, I

restarted the

app but I still

cannot find it on

SYNC.

I have an

The bluetooth volume on Try increasing the Bluetooth volume of the

Android phone. the phone may be low.

I found and

device by using the device's volume control

buttons which are most often found on the

side of the device.

started my

media app on

SYNC, but there

is no sound or

the sound is

very low.

I can only see

some of the

Some Android devices

Force close or uninstall the apps you do not

have a limited number of want SYNC to find. If the app has a "Ford

bluetooth ports apps can SYNC" setting, disable that setting in the

AppLink apps

running on my

use to connect. If you

app's settings menu on the phone.

phone listed in have more AppLink apps

SYNC's Mobile on your phone than the

Apps Menu.

number of availble

Bluetooth ports, you will

not see all of your apps

listed in SYNC's mobile

apps menu.

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SYNC? -> SYNC? Troubleshooting for Your Ford Kuga SUV Second Generation (2013-2018)

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