SYNC System

WARNING: This page is about a different car, the 2014 Lincoln MKX and 2014 Ford Edge. However, it is still accessible from the selected car via links, so may be relevant.

Condition	Possible Sources	Action
The SYNC® system is inoperative (no response is received from phone, voice, and media inputs)	Customer device Accessory Protocol Interface Module (APIM)	PERFORM the APIM Reset, REFER to ACCESSORY PROTOCOL INTERFACE MODULE (APIM) RESET . If the concern is still present, GO to PINPOINT TEST AH .
All SYNC® Services features are inoperative or inaccurate (traffic, directions, and information)	Unregistered SYNC® owner account Unregistered or expired SYNC® Services Unregistered mobile phone number Mobile phone being used not selected as "Active" SYNC® Services server Accessory Protocol Interface Module (APIM) GPSM	PERFORM the APIM Reset, REFER to ACCESSORY PROTOCOL INTERFACE MODULE (APIM) RESET . If the concern is still present, GO to PINPOINT TEST AF .
The SYNC® system voice or tone prompts, Text-To-Speech (TTS) feature, or ringtones are inoperative or do not operate correctly	Customer's setting Wiring, terminals, or connectors APIM Audio Front Control Module (ACM) (for vehicles without the Audio DSP Module) or Audio DSP Module (for vehicles with the Audio DSP Module)	PERFORM the APIM Reset, REFER to ACCESSORY PROTOCOL INTERFACE MODULE (APIM) RESET . If the concern is still present, GO to PINPOINT TEST Q .
During a phone call, no incoming audio is heard in the vehicle	Customer's setting Wiring, terminals, or connectors APIM Audio Front Control Module (ACM) (for vehicles without the Audio DSP Module) or Audio DSP Module (for vehicles with the Audio DSP Module)	PERFORM the APIM Reset, REFER to ACCESSORY PROTOCOL INTERFACE MODULE (APIM) RESET . If the concern is still present, GO to PINPOINT TEST Q .
Voice recognition is inoperative or does not operate correctly	Insufficiently quiet vehicle Wiring, terminals, or connectors Microphone APIM	PERFORM the APIM Reset, REFER to ACCESSORY PROTOCOL INTERFACE MODULE (APIM) RESET . If the concern is still present, GO to PINPOINT TEST R .
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 APIM Reset, REFER to ACCESSORY PROTOCOL INTERFACE MODULE (APIM) RESET . If the concern is still present, GO to PINPOINT TEST R .
No sound from all SYNC® audio sources (Bluetooth, USB , audio input jack)	Steering wheel switch Wiring, terminals, or connectors Audio Front Control Module (ACM) APIM	PERFORM the APIM Reset, REFER to ACCESSORY PROTOCOL INTERFACE MODULE (APIM) RESET . If the concern is still present, GO to PINPOINT TEST AJ .
The SYNC® steering wheel switches are inoperative or do not operate correctly	Steering wheel switch Wiring, terminals, or connectors Clockspring APIM or SCCM depending on the vehicle	PERFORM the APIM Reset, REFER to ACCESSORY PROTOCOL INTERFACE MODULE (APIM) RESET . If the concern is still present, GO to PINPOINT TEST F .
The audio input jack is inoperative/does not operate correctly	Customer's device Wiring, terminals, or connectors Audio input jack APIM	PERFORM the APIM Reset, REFER to ACCESSORY PROTOCOL INTERFACE MODULE (APIM) RESET . If the concern is still present, GO to PINPOINT TEST I .
The USB port is inoperative or does not operate correctly	USB cable/port Customer's device APIM	PERFORM the APIM Reset, REFER to ACCESSORY PROTOCOL INTERFACE MODULE (APIM) Reset . If the concern is still present, GO to PINPOINT TEST AI .
Unable to pair Bluetooth device	Incompatible Bluetooth device APIM	PERFORM the APIM Reset. REFER to ACCESSORY PROTOCOL INTERFACE MODULE (APIM) RESET . If the concern is still present, GO to PINPOINT TEST K .
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 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. REFER to 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	Incompatible Bluetooth device USB cable/port Customer's device APIM	PERFORM the 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. REFER to www.syncmyride.com. 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 K . 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 AI .
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 Programmable Module Installation (PMI) procedure as directed by the diagnostic scan tool. REFER to: MODULE CONFIGURATION SYSTEM . If there have been no recent service actions, refer to APIM HARDWARE TESTING .
The compass is inoperative or does not operate correctly	GPSM APIM	GO to PINPOINT TEST AL .