Symptom Chart - SYNC® System

WARNING: This page is about a different car, the 2011 Mercury Milan, 2011 Lincoln MKZ, and 2011 Ford Fusion. However, it is still accessible from the selected car via links, so may be relevant.

SYNC® SYSTEM

Condition	Possible Sources	Action
The SYNC® system is completely inoperative	Audio system concern Communication network concern Customer error Customer device Accessory Protocol Interface Module (APIM)	GO to PINPOINT TEST Z .
Unable to pair Bluetooth device	Incompatible Bluetooth device Customer error Customer Bluetooth device APIM	GO to PINPOINT TEST AA .
An individual Bluetooth device feature is inoperative	Customer device compatibility	NOTE: If a Bluetooth device is able to pair with the SYNC® system, there are no concerns with the APIM. INSTRUCT the customer to review the device compatibility list on the SyncMyRide website. Not all phone features are available through the SYNC® system. This is normal operation.
The Universal Serial Bus (USB) port is inoperative/does not operate correctly	Customer USB device USB cable and port APIM	GO to PINPOINT TEST AB .
The steering wheel controls are inoperative/do not operate correctly	Wiring, terminals or connectors Clockspring Steering wheel controls ACM APIM (without navigation only)	GO to PINPOINT TEST Q .
The audio input jack is inoperative/does not operate correctly	Wiring, terminals or connectors Audio input jack APIM	GO to PINPOINT TEST R .
Poor quality/distorted/no sound while in SYNC® mode	Wiring, terminals or connectors APIM ACM	GO to PINPOINT TEST H .
The SYNC® system audible prompts are inoperative/do not operate correctly	Customer setting Wiring, terminals or connectors ACM APIM	NOTE: The audible prompts include the Text-To-Speech (TTS) feature, voice prompts, and ringtones. GO to PINPOINT TEST AC .
During a phone call, no incoming audio is heard in the vehicle	Customer setting Wiring, terminals or connectors ACM APIM	GO to PINPOINT TEST AC .
Voice recognition is inoperative/does not operate correctly	Wiring, terminals or connectors Microphone Steering wheel controls ACM (if equipped with navigation) APIM	GO to PINPOINT TEST V .
During a phone call, no outgoing audio is heard on the outside device	Wiring, terminals or connectors Microphone APIM	GO to PINPOINT TEST V .