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EnglishSYNC? 3 -> SYNC? 3 Troubleshooting for your Ford Ecosport 2012-2022
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
Copyright protected files.
–
–
•
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.
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–
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
