phone FORD FLEX 2017 1.G Service Manual

SYNC™ TROUBLESHOOTING
Your SYNC system is easy to use. However,
should questions arise, see the tables
below.
Use the website at any time to check your
phone's compatibility, register your
account and set preferences as well as
access a customer representative via an
online chat (during certain hours). Visit
www.SYNCMyRide.com,
www.SYNCMyRide.ca or
www.syncmaroute.ca for more
information.Phone issues
Possible solution(s)
Possible cause(s)
Issue
Review your phone's manual
about audio adjustments.
The audio control settings
on your phone may be
affecting SYNC perform-
ance.
There is excessive back-
ground noise during a phone
call.
Try turning off the device,
resetting the device,
removing the device's
battery, then trying again.
This may be a possible
phone malfunction.
During a call, I can hear the
other person but they
cannot hear me.
Go to the website to review
your phone's compatibility.
This is a phone-dependent
feature.
SYNC is not able to down-
load my phonebook.
Try turning off the device,
resetting the device or
removing the device's
battery, then trying again.
This may be a possible
phone malfunction.
Try pushing your phonebook
contacts to SYNC by using
the Add Contacts feature.
Use the SYNCmyphone
feature available on the
website.
Try pushing your phonebook
contacts to SYNC by using
the Add Contacts feature.
This may be a limitation on
your phone's capability.
The system says Phonebook
Downloaded but the
phonebook in SYNC is
empty or missing contacts.
If the missing contacts are
stored on your SIM card, try
moving them to the device
memory.
Remove any pictures or
special ring tones associ-
ated with the missing
contact.
352
Flex (), enUSA, First Printing SYNC™

Phone issues
Possible solution(s)
Possible cause(s)
Issue
Depending upon your phone,
you may have to grant SYNC
permission to access your
phonebook contacts. Make
sure to confirm when
prompted by your phone
during the phonebook
download.
Go to the website to review
your phone's compatibility.
This is a phone-dependent
feature.
I am having trouble
connecting my phone to
SYNC.
Try turning off the device,
resetting the device or
removing the device's
battery, then trying again.
This may be a possible
phone malfunction.
Try deleting your device
from SYNC, deleting SYNC
from your device and trying
again.
Check the security and auto
accept and prompt always
settings relative to the SYNC
Bluetooth connection on
your phone.
Update your device's firm-
ware.
Turn off the Auto phone-
book download setting.
Go to the website to review
your phone's compatibility.
This is a phone-dependent
feature.
Text messaging is not
working on SYNC.
Try turning off the device,
resetting the device or
removing the device's
battery, then trying again.
This may be a possible
phone malfunction.
353
Flex (), enUSA, First Printing SYNC™

USB and media issues
Possible solution(s)
Possible cause(s)
Issue
Try turning off the device,
resetting the device,
removing the device's
battery, then trying again.
This may be a possible
device malfunction.
I am having trouble
connecting my device.
Make sure you are using the
manufacturer's cable.
Make sure you insert the
USB cable correctly into the
device and the USB port.
Make sure that the device
does not have an auto-
install program or active
security settings.
Make sure you are not
leaving the device in your
vehicle during very hot or
cold temperatures.
This is a device limitation.
SYNC does not recognize
my device when I turn on the
car.
Review the device compatib-
ility chart on the SYNC
website to confirm your
phone supports the
Bluetooth audio streaming
function.
This is a phone-dependent
feature.
The device is not connected.
Bluetooth audio does not
stream.
Make sure you correctly
connect the device to SYNC,
and that you have pressed
play on your device.
Make sure that all song
details are populated.
Your music files may not
contain the correct artist,
song title, album or genre
information.
SYNC does not recognize
music that is on my device.
Some devices require you to
change the USB settings
from mass storage to MTP
class.
The file may be corrupted.
The song may have copy-
right protection, which does
not allow it to play.
354
Flex (), enUSA, First Printing SYNC™

Voice command issues
Possible solution(s)
Possible cause(s)
Issue
Review the phone voice
commands and the media
voice commands at the
beginning of their respective
sections.
You may be using the wrong
voice commands.
You may be speaking too
soon or at the wrong time.
SYNC does not understand
what I am saying.
After pressing the voice icon,
wait until after the tone
sounds and Listening
appears before saying a
command. Any command
spoken before this does not
register with the system.
Review the media voice
commands at the beginning
of the media section.
You may be using the wrong
voice commands.
You may be saying the
name differently than the
way you saved it.
SYNC does not understand
the name of a song or artist.
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.
The system may not be
reading the name the same
way you are saying it.
Make sure you are saying the
complete title, such as
"California remix featuring
Jennifer Nettles".
If the song titles are in all
CAPS, you have to spell
them. LOLA requires you to
say "L-O-L-A".
Do not use special charac-
ters in the title. The system
does not recognize them.
Review the Phone voice
commands at the beginning
of the phone section.
You may be using the wrong
voice commands.
You may be saying the
name differently than the
way you saved it.
SYNC does not understand
or is calling the wrong
contact when I want to
make a call.
355
Flex (), enUSA, First Printing SYNC™

Voice command issues
Possible solution(s)
Possible cause(s)
Issue
Make sure you are saying the
contacts exactly as they are
listed. For example, if you
save a contact as Joe
Wilson, say "Call Joe
Wilson".
The system may not be
reading the name the same
way you are saying it.
Contacts in your phonebook
may be very short and
similar, or they may contain
special characters.
Using the SYNC phone
menu, open the phonebook
and scroll to the name
SYNC is having trouble
understanding. SYNC will
read the name to you, giving
you some idea of the
pronunciation SYNC is
expecting.
Your phonebook contacts
may be in CAPS.
The system works better if
you list full names, such as
"Joe Wilson" rather than
"Joe".
Do not use special charac-
ters, such as 123 or ICE, as
the system does not recog-
nize them.
If a contact is in CAPS, you
have to spell it. JAKE
requires you to say "Call J-
A-K-E". AppLink issues
Possible solution(s)
Possible cause(s)
Issue
Ensure you have a compat-
ible smartphone; an Android
with OS 2.3 or higher or an
iPhone 3GS or newer with
iOS 5.0 or higher. Addition-
ally, ensure your phone is
An AppLink capable phone
is not connected to SYNC.
When I select "Find New
Apps," SYNC does not find
any applications.
paired and connected to
356
Flex (), enUSA, First Printing SYNC™

AppLink issues
Possible solution(s)
Possible cause(s)
Issue
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.
Ensure you have down-
loaded and installed the
latest version of the app
from your phone's app store.
Ensure the app is running on
your phone. Some apps
AppLink-enabled apps are
not installed and running on
your mobile device.
My phone is connected, but
I still cannot find any 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.
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 an "Exit" or "Quit"
Sometime apps do not
properly close and re-open
their connection to SYNC,
over ignition cycles, for
example.
My phone is connected, my
app(s) are running, but I still
cannot find any apps.
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.
357
Flex (), enUSA, First Printing SYNC™

AppLink issues
Possible solution(s)
Possible cause(s)
Issue
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.
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 re-connect to
your phone if you press the
"Phone" button.
There is a bluetooth bug on
some order versions of the
Android OS. This bug may
cause apps that were found
the last time your phone
connected to SYNC not to
be found again if you have
not turned off bluetooth.
My Android phone is
connected, my app(s) are
running, I restarted them,
but I still cannot find any
apps.
358
Flex (), enUSA, First Printing SYNC™

AppLink issues
Possible solution(s)
Possible cause(s)
Issue
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.
The USB connection to
SYNC may need to be reset.
My iPhone phone is
connected, my app is
running, I restarted the app
but I still cannot find it on
SYNC.
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.
The bluetooth volume on
the phone may be low.
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.
Force close or uninstall the
apps you do not want SYNC
to find. If the app has a "Ford
SYNC" setting, disable that
setting in the app's settings
menu on the phone.
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
availble Bluetooth ports, you
will not see all of your apps
listed in SYNC's mobile apps
menu.
I can only see some of the
AppLink apps running on my
phone listed in SYNC's
Mobile Apps Menu.
359
Flex (), enUSA, First Printing SYNC™

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. Getting to Know Your System
The SYNC 3 system allows you to interact
with a variety of features using the
touchscreen and voice commands. By
integrating with your Bluetooth-enabled
phone, the touchscreen provides easy
interaction with audio, multimedia, climate
control, navigation, and your phone's SYNC
3 compatible apps.
Using the Touchscreen
To operate the touchscreen, you can
simply touch the item or option that you
want to select. The button changes color
when you select it.
The SYNC 3 layout allows you to quickly
select the feature you wish to use.
360
Flex (), enUSA, First Printing SYNC™ 3E205444

Action and Description
Menu Item
Item
This bar displays icons and messages pertaining to current
system activities including climate settings, voice
commands and phone functions such as text messages.
Status Bar
A
This button is available on the main screens. Pressing it
takes you to the home screen view.
Home
B
This shows the current time. You can set the clock manually
or have it controlled by the vehicle's GPS location. See
Settings (page 410).
Clock
C
This displays the current outside temperature.
Outside
Temperature
D
You can touch any of the buttons on this bar to select a
feature.
Feature Bar
E
The touchscreen allows you quick access
to all of your comfort, navigation,
communication and entertainment
options. Using the status and feature bar
you can quickly select the feature you want
to use.
Note: Your system is equipped with a
feature that allows you to access and
control audio features for 10 minutes after
you switch the ignition off (and no doors
open). The Status Bar
Additional icons also display in the status
bar depending on market, vehicle options
and current operation. If a feature is not
active, the icon does not display. Certain
icons may move to the left or right
depending on what options are active.
361
Flex (), enUSA, First Printing SYNC™ 3