phone FORD EXPLORER 2015 5.G Workshop Manual

Phone issues
Issue Possible
cause(s)Possible solution(s)
The system says
Phonebook
Downloaded but
my phonebook in
SYNC is empty or
is missing
contacts.Limitations on
your phone’s
capability.•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.
•Remove any pictures or
special ring tones associated
with the missing contact.
I am having
trouble
connecting my
phone to SYNC.•Thisisa
phone-dependent
feature, OR
•Possible phone
malfunction.•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.
•Try deleting your device from
SYNC, deleting SYNC from your
device and trying again.
•Check the security and auto
accept/prompt always settings
relative to the SYNC Bluetooth
connection on your phone.
•Update your device’s software
firmware.
•Turn off the Auto phonebook
download setting.
Text messaging is
not working on
SYNC.•Thisisa
phone-dependent
feature, OR
•Possible phone
malfunction.•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.
SYNC®457
2015 Explorer(exp)
Owners Guide gf, 2nd Printing, September 2014
USA(fus)

USB and media issues
Issue Possible
cause(s)Possible solution(s)
I am having
trouble connecting
my device.Possible device
malfunction.•Try turning off the device,
resetting the device or removing
the device’s battery, then trying
again.
•Make sure you are using the
manufacturer’s cable.
•Make sure the USB cable is
properly inserted into the device
and the vehicle’s USB port.
•Make sure that the device does
not have an auto-install program
or active security settings.
SYNC does not
recognize my
device when I turn
on the car.This is a device
limitation.Make sure you are not leaving the
device in your vehicle during very
hot or cold temperatures.
Bluetooth audio
does not stream.•Thisisa
phone-dependent
feature, OR
•The device is
not connected.Make sure the device is
connected to SYNC and that you
have pressed play on your device.
SYNC does not
recognize music
that is on my
device.•Your music files
may not contain
the proper artist,
song title, album
or genre
information, OR
•The file may be
corrupted, OR
•The song may
have copyright
protection which
does not allow it
to play.•Make sure that all song details
are populated.
•Some devices require you to
change the USB settings from
mass storage to MTP class.
458SYNC®
2015 Explorer(exp)
Owners Guide gf, 2nd Printing, September 2014
USA(fus)

Vehicle Health Report and SYNC Services (Traffic, Directions and
Information) issues
Issue Possible
cause(s)Possible solution(s)
I received a text
that the Vehicle
Health Report is
not activated.•Your account
may not be
activated on the
website, OR
•You may have
the wrong VIN
(vehicle
identification
number) listed.•This is a free feature, but you
must first register online to use it.
•Make sure that your VIN is
correctly listed in your account.
I am unable to
retrieve the report
on the website, or
I receive a system
error.The preferred
dealer information
did not load
correctly.When you register your account,
you must list a preferred dealer. If
one is already listed, try selecting
another dealer and logging out.
Log back in and change it back to
your preferred dealer and retrieve
the report.
I am unable to
submit a report.•This could be
due to your
phone’s
compatibility, OR
•Bad signal
strength, OR
•Your phone may
not be activated
on the website.•Update your mobile number in
your account on the website.
•Make sure you have full signal
strength and that yourBluetooth
volume level has been turned up.
•Try deleting your phone and
performing a clean pairing.
I heard a
commercial when I
tried to use
Traffic, Directions
and Information.•The phone in
use is not
activated, OR
•Your phone has
ID blocker active.•This is a free feature, but you
must first register online to use it.
•Turn off ID blocker on your
phone as the system recognizes
you by your phone number.
•Make sure the currently
connected phone is the same one
that is registered on your
SyncMyRide account.
SYNC®459
2015 Explorer(exp)
Owners Guide gf, 2nd Printing, September 2014
USA(fus)

Voice command issues
Issue Possible
cause(s)Possible solution(s)
SYNC does not
understand what
I am saying.•You may be
using the wrong
voice commands,
OR
•You may be
speaking too soon
or at the wrong
time.•Review the Phone voice
commands and the Media voice
commands at the beginning of
their respective sections.
•Be aware that the microphone
for SYNC is either in your rear
view mirror or in the headliner
just above the windshield.
SYNC does not
understand the
name of a song or
artist.•You may be
using the wrong
voice commands,
OR
•You may not be
saying the name
exactly as it is
saved, OR
•The system
may not be
reading the name
the same way you
are saying it.•Review the media voice
commands at the beginning of
the media section.
•Say the song or artist exactly
as listed. If you say, “Play Artist
Prince”, the system does not
play music by Prince and the
Revolution or Prince and the
New Power Generation.
•Make sure you are saying the
complete title, such as
“California remix featuring
Jennifer Nettles”.
•If the songs are saved in all
CAPS, you have to spell them.
LOLA requires you to say, “Play
L-O-L-A”.
•Do not use special characters
in the title as the system does
not recognize them.
460SYNC®
2015 Explorer(exp)
Owners Guide gf, 2nd Printing, September 2014
USA(fus)

Voice command issues
Issue Possible
cause(s)Possible solution(s)
SYNC does not
understand or is
calling the wrong
contact when I
want to make a
call.•You may be
using the wrong
voice commands,
OR
•You may not be
saying the name
exactly as it is
saved, OR
•Contacts in
your phonebook
may be very short
and similar, or
they may contain
special
characters, OR
•Your
phonebook
contacts may be
saved in CAPS.•Review the phone voice
commands at the beginning of
the phone section.
•Make sure you are saying the
contacts exactly as listed. For
example, if a contact is saved as
Joe Wilson, say “Call Joe
Wilson”.
•The system works better if
you list full names, such as “Joe
Wilson” rather than “Joe”.
•Do not use special characters
such as 123 or ICE, as the
system does not recognize them.
•If contacts are saved in CAPS,
you have to spell them. JAKE
requires you to say, “Call
J-A-K-E”.
SYNC®461
2015 Explorer(exp)
Owners Guide gf, 2nd Printing, September 2014
USA(fus)

AppLink issues
Issue Possible
cause(s)Possible solution(s)
AppLink Mobile
Applications:
When I select
Find New Apps,
SYNC does not
find any
applications.An AppLink
capable phone is
not connected to
SYNC.•Ensure you have a compatible
smartphone; an Android with OS
2.3 or higher or an 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.
My phone is
connected, but I
still cannot find
any apps.AppLink-enabled
apps are not
installed and
running on your
mobile device.•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 aFord SYNCsetting, so
check the app’s settings menu
on the phone.
462SYNC®
2015 Explorer(exp)
Owners Guide gf, 2nd Printing, September 2014
USA(fus)

AppLink issues
Issue Possible
cause(s)Possible solution(s)
My phone is
connected, my
app(s) are
running, but I still
cannot find any
apps.Sometime apps
do not properly
close and re-open
their connection
to SYNC, over
ignition cycles,
for example.•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
anExit’ or ’Quit’ option, select
that then restart the app.
•If the app does not have that
option, you can also manually
Force Closethe 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
selectFind New Appson
SYNC.
•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.
SYNC®463
2015 Explorer(exp)
Owners Guide gf, 2nd Printing, September 2014
USA(fus)

AppLink issues
Issue Possible
cause(s)Possible solution(s)
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
some order
versions of the
Android OS that
may cause apps
that were found
on your previous
vehicle drive to
not be found
again if you have
not turned off
bluetooth.Reset the Bluetooth on your
phone by turning it off and then
turning Bluetooth back on. If
you are in your vehicle, SYNC
should be able to automatically
reconnect to your phone if you
press thePhonebutton.
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.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 Closethe application
and restart it.
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.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.
464SYNC®
2015 Explorer(exp)
Owners Guide gf, 2nd Printing, September 2014
USA(fus)

AppLink issues
Issue Possible
cause(s)Possible solution(s)
I can only see
some of the
AppLink apps
running on my
phone listed in
SYNC’s Mobile
Apps Menu.Some Android
devices have a
limited number of
bluetooth ports
apps can use to
connect. If you
have more
AppLink apps on
your phone than
the number of
available
Bluetooth ports,
you will not see
all of your apps
listed in SYNC’s
mobile apps
menu.Force close or uninstall the apps
you do not want SYNC to find. If
the app has aFord SYNC
setting, disable that setting in
the app’s settings menu on the
phone.
SYNC®465
2015 Explorer(exp)
Owners Guide gf, 2nd Printing, September 2014
USA(fus)

GENERAL INFORMATION
WARNING:Driving while distracted can result in loss of vehicle
control, crash and injury. We strongly recommend that you use
extreme caution when using any device that may take your focus off
the road. Your primary responsibility is the safe operation of your
vehicle. We recommend against the use of any hand-held device while
driving and encourage the use of voice-operated systems when possible.
Make sure you are aware of all applicable local laws that may affect the
use of electronic devices while driving.
A. Phone
B. Navigation (or Information if your vehicle is not equipped with
Navigation)
C. Climate
D. Settings
E. Home
F. Information
G. Entertainment
AB
GCDFE
466MyFord Touch® (If Equipped)
2015 Explorer(exp)
Owners Guide gf, 2nd Printing, September 2014
USA(fus)