Symptom Chart - Sync® System

WARNING: This page is about a different car, the 2014 Ford F-150. However, it is still accessible from the selected car via links, so may be relevant.

SYMPTOM CHART - SYNC® SYSTEM

Condition	Possible Sources	Action
All SYNC® functions are inoperative or do not operate correctly	Refer to the PINPOINT TEST	PERFORM the APIM Reset, REFER to ACCESSORY PROTOCOL INTERFACE MODULE (APIM) RESET . If the concern is still present, GO to PINPOINT TEST M .
All SYNC® Services features are inoperative or inaccurate	Refer to the PINPOINT TEST	PERFORM the APIM Reset, REFER to ACCESSORY PROTOCOL INTERFACE MODULE (APIM) RESET . If the concern is still present, GO to PINPOINT TEST O .
The SYNC® system audible prompts are inoperative or do not operate correctly	Refer to the PINPOINT TEST	PERFORM the APIM Reset, REFER to ACCESSORY PROTOCOL INTERFACE MODULE (APIM) RESET . If the concern is still present, GO to PINPOINT TEST N .
During a phone call, no incoming audio is heard in the vehicle	Refer to the PINPOINT TEST	PERFORM the APIM Reset, REFER to ACCESSORY PROTOCOL INTERFACE MODULE (APIM) RESET . If the concern is still present, GO to PINPOINT TEST N .
Voice recognition is inoperative or does not operate correctly	Refer to the PINPOINT TEST	PERFORM the APIM Reset, REFER to ACCESSORY PROTOCOL INTERFACE MODULE (APIM) RESET . If the concern is still present, GO to PINPOINT TEST P .
During a phone call, poor quality or no outgoing audio is heard on the outside device	Refer to the PINPOINT TEST	PERFORM the APIM Reset, REFER to ACCESSORY PROTOCOL INTERFACE MODULE (APIM) RESET . If the concern is still present, GO to PINPOINT TEST P .
Poor quality, distorted, or no sound while in SYNC® mode	Refer to the PINPOINT TEST	PERFORM the APIM Reset, REFER to ACCESSORY PROTOCOL INTERFACE MODULE (APIM) RESET . If the concern is still present, GO to PINPOINT TEST L .
The RH SYNC® steering wheel controls are inoperative or do not operate correctly	Refer to the PINPOINT TEST	PERFORM the APIM Reset, REFER to ACCESSORY PROTOCOL INTERFACE MODULE (APIM) RESET . If the concern is still present, GO to PINPOINT TEST T .
The audio input jack is inoperative or does not operate correctly (with SYNC®)	Refer to the PINPOINT TEST	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 Q .
The USB port is inoperative or does not operate correctly	Refer to the PINPOINT TEST	PERFORM the APIM Reset, REFER to ACCESSORY PROTOCOL INTERFACE MODULE (APIM) RESET . If the concern is still present, GO to PINPOINT TEST R .
Unable to pair Bluetooth device	Refer to the PINPOINT TEST	PERFORM the APIM Reset, REFER to ACCESSORY PROTOCOL INTERFACE MODULE (APIM) RESET . If the concern is still present, GO to PINPOINT TEST S .
An individual Bluetooth device feature is inoperative (text messaging, media playback or controls, phone book download, call history, or call waiting)	Customer's 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 the SyncMyRide website . 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.
SYNC® AppLink™ is inoperative or does not operate correctly	Refer to the PINPOINT TEST	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 mobile device platform, application, and application version compatibility list on the SyncMyRide website . It is normal operation for incompatible mobile device platforms, applications, and application versions to be unavailable through SYNC® AppLink™. If the mobile device platform, application, and application version are compatible, and the device is connected through Bluetooth only, GO to PINPOINT TEST S . If the mobile device platform, application, and application version are compatible, and the device is connected through Bluetooth and the USB port, GO to PINPOINT TEST R
An individual Bluetooth device feature is inoperative	Customer's 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.
Unable to pair Bluetooth device or the Bluetooth functionality is inoperative	Refer to the PINPOINT TEST	GO to PINPOINT TEST S .
SYNC® AppLink™ is inoperative or does not operate correctly	Refer to the PINPOINT TEST	NOTE: SYNC® AppLink™ is compatible with select smartphones and select applications. INSTRUCT the customer to review the device compatibility list. REFER to the SyncMyRide website. If SYNC® AppLink™ is inoperative through Bluetooth, GO to PINPOINT TEST S . If SYNC® AppLink™ is inoperative from the USB port, GO to PINPOINT TEST R .
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 the SyncMyRide website . 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 . If there have been no recent service actions, refer to APIM HARDWARE TESTING .