Symptom Chart: SYNC® System

WARNING: This page is about a different car, the 2013 Ford Explorer. However, it is still accessible from the selected car via links, so may be relevant.

Condition	Possible Sources	Actions
All SYNC® Services features are inoperative or inaccurate (traffic, directions, and information)	Unregistered SYNC® owner account Unregistered or expired SYNC® Services subscription Unregistered mobile phone number Mobile phone being used not selected as "Active" SYNC® Services server APIM GPSM	PERFORM the Accessory Protocol Interface Module (APIM) Reset. REFER to ACCESSORY PROTOCOL INTERFACE MODULE (APIM) RESET . If the concern is still present, GO to PINPOINT TEST R .
The SYNC® system voice or tone prompts, TTS feature, or ringtones are inoperative or do not operate correctly	Customer's setting Wiring, terminals, or connectors APIM Audio DSP module	PERFORM the Accessory Protocol Interface Module (APIM) Reset. REFER to ACCESSORY PROTOCOL INTERFACE MODULE (APIM) RESET . If the concern is still present, GO to PINPOINT TEST S .
During a phone call, no incoming audio is heard in the vehicle	Customer's setting Wiring, terminals, or connectors APIM Audio DSP module	PERFORM the Accessory Protocol Interface Module (APIM) Reset. REFER to ACCESSORY PROTOCOL INTERFACE MODULE (APIM) RESET . If the concern is still present, GO to PINPOINT TEST S .
Voice recognition is inoperative or does not operate correctly	Insufficiently quiet vehicle Wiring, terminals, or connectors Microphone Accessory Protocol Interface Module (APIM)	PERFORM the Accessory Protocol Interface Module (APIM) Reset. REFER to ACCESSORY PROTOCOL INTERFACE MODULE (APIM) RESET . If the concern is still present, GO to PINPOINT TEST T .
During a phone call, poor quality or no outgoing audio is heard on the outside device	Inadequate phone reception Wiring, terminals, or connectors Microphone APIM	PERFORM the Accessory Protocol Interface Module (APIM) Reset. REFER to ACCESSORY PROTOCOL INTERFACE MODULE (APIM) RESET . If the concern is still present, GO to PINPOINT TEST T .
No sound from all SYNC® audio sources (Bluetooth, USB , Secure Digital (SD) card, RCA jacks)	Customer's device Wiring, terminals, or connectors APIM Audio Front Control Module (ACM)	PERFORM the APIM Reset, REFER to ACCESSORY PROTOCOL INTERFACE MODULE (APIM) RESET . If the concern is still present, GO to PINPOINT TEST Q .
The SYNC® steering wheel switches are inoperative or do not operate correctly	Steering wheel switch Wiring, terminals, or connectors Clockspring SCCM	PERFORM the Accessory Protocol Interface Module (APIM) Reset. REFER to ACCESSORY PROTOCOL INTERFACE MODULE (APIM) RESET . If the concern is still present, GO to PINPOINT TEST W .
All media hub functions are inoperative or do not operate correctly (USB ports, Secure Digital (SD) card, and RCA jacks)	Customer's device Media hub Wiring, terminals, or connectors APIM	PERFORM the Accessory Protocol Interface Module (APIM) Reset. REFER to ACCESSORY PROTOCOL INTERFACE MODULE (APIM) RESET . If the concern is still present, GO to PINPOINT TEST U .
The USB port(s) is/are inoperative or does/do not operate correctly	Media hub Customer's device Universal Serial Bus (USB) cable APIM	PERFORM the Accessory Protocol Interface Module (APIM) Reset. REFER to ACCESSORY PROTOCOL INTERFACE MODULE (APIM) RESET . If the concern is still present, GO to PINPOINT TEST U .
The Secure Digital (SD) card slot is inoperative or does not operate correctly	Customer's device Media hub Universal Serial Bus (USB) cable APIM	PERFORM the Accessory Protocol Interface Module (APIM) Reset. REFER to ACCESSORY PROTOCOL INTERFACE MODULE (APIM) RESET . If the concern is still present, GO to PINPOINT TEST U .
The RCA jacks are inoperative or do not operate correctly	Customer's device Wiring, terminals, or connectors Media hub APIM	PERFORM the Accessory Protocol Interface Module (APIM) Reset. REFER to ACCESSORY PROTOCOL INTERFACE MODULE (APIM) RESET . If the concern is still present, GO to PINPOINT TEST U .
Unable to pair Bluetooth device	Incompatible Bluetooth device APIM	PERFORM the Accessory Protocol Interface Module (APIM) Reset. REFER to ACCESSORY PROTOCOL INTERFACE MODULE (APIM) RESET . If the concern is still present, GO to PINPOINT TEST V .
An individual Bluetooth device feature is inoperative (text messaging, media playback or controls, phone book download, call history, or call waiting)	Customer device compatibility	PERFORM the Accessory Protocol Interface Module (APIM) Reset. REFER to ACCESSORY PROTOCOL INTERFACE MODULE (APIM) RESET . If the concern is still present, INSTRUCT the customer to review the device compatibility list on www.syncmyride.com . It is normal operation for unsupported or incompatible Bluetooth features to be unavailable through the SYNC® system. If the inoperative feature is compatible, ADVISE the customer to check their device for firmware updates, and if required, reset their device following the manufacturer's instructions.
911 Assist™ or Vehicle Health Report (VHR) is inoperative or does not operate correctly	Unregistered SYNC® owner account RCM misconfiguration IPC misconfiguration	Verify that the customer has a SYNC® Owner Account on www.syncmyride.com . This error message appears due to incomplete or incorrect PMI procedures. CHECK the vehicle service history for recent service actions related to the IPC or RCM . If there have been recent service actions with the IPC or RCM , REPEAT/PERFORM the PMI procedure as directed by the diagnostic scan tool. REFER to Programmable Module Installation (PMI) in MODULE CONFIGURATION SYSTEM . If there have been no recent service actions, refer to APIM HARDWARE TESTING .