Toyota
Ford Kuga
 Owners Manual
SYNC
SYNC Troubleshooting

Your SYNC system is easy to use. However, should questions arise, please refer to the tables below.

To check your cell phone's compatibility, visit the regional Ford website.

Cell phone issues

Issue Possible cause Possible solution
A lot of background noise during a phone call. The audio control settings on your cell phone may be affecting SYNC performance. Refer to your device's manual about audio adjustments.
During a call, I can hear the other person but they cannot hear me. Possible cell phone malfunction. Try switching off your cell phone, resetting it or removing the battery, then trying again.
Make sure that the microphone for SYNC is not set to off.
SYNC is not dependent feature.

able to download my phonebook.

This is a cell phone dependent feature. Check your cell phone's compatibility.
Possible cell phone malfunction. Try switching off your cell phone, resetting it or removing the battery, then trying again.
Try pushing your phonebook contacts to SYNC by selecting the option to add.
You must switch on your cell phone and the automatic phonebook download feature on SYNC.
The system says "Phonebook downloaded" but my SYNC phonebook is empty or is missing contacts. Limitations on your cell phone's capability. Try pushing your phonebook contacts to SYNC by selecting the option to add.
If the missing contacts are stored on your SIM card, try moving them to your cell phone's memory.
Remove any pictures or special ring tones associated with the missing contact.
You must switch on your cell phone and the automatic phonebook download feature on SYNC.
I am having trouble connecting my cell phone to SYNC. This is a cell phonedependent feature. Check your cell phone's compatibility.
Possible cell phone malfunction. Try switching off your cell phone, resetting it or removing the battery, then trying again.
Try deleting your device from SYNC and deleting SYNC from your device, then trying again.
Always check the security and auto accept prompt settings relative to the SYNC Bluetooth connection on your cell phone.
Update your cell phone's firmware.
Switch off the auto download setting.
Text messaging is not working on SYNC. This is a cell phonedependent feature. Check your cell phone's compatibility.
Possible cell phone malfunction. Try switching off your cell phone, resetting it or removing the battery, then trying again.
iPhone
  • Go to your cell phone's Settings.
  • Go to the Bluetooth Menu.
  • Make sure the connection status shows Not Connected.
  • Press the blue circle to enter the next menu.
  • Turn on Show Notifications.
  • Turn on Sync Contacts.

Your iPhone is now set up to forward incoming text messages to SYNC.

Repeat these steps for every other Sync vehicle you are connected to.

Your iPhone will only forward incoming text messages to SYNC if it is unlocked.

Replying to text messages using SYNC is not supported by iPhone.

Text messages from WhatsApp and Facebook Messenger are not supported.

Audible text messages do not work on my cell phone. This is a cell phonedependent feature. Your cell phone must support downloading text messages through Bluetooth to receive incoming text messages.
Access the text messaging menu of SYNC to see if your cell phone supports the feature. Press the PHONE button and then scroll and select the option for text messaging, then press OK.
This is a cell phone limitation. Because each cell phone is different, refer to your device's manual for the specific cell phone you are pairing. In fact, there can be differences between cell phones due to brand, model, service provider and software version.
I am having trouble connecting my device. Possible device malfunction. Try switching off the device, resetting it or removing the battery, then trying again.
Make sure you are using the manufacturer's cable.
Make sure correctly insert the USB cable to the device and your vehicle's USB port.
Make sure that the device does not have an auto-install program or active security settings.
SYNC does not recognize my device when I start my vehicle. This is a device limitation. Make sure you are not leaving the device in your vehicle during very hot or cold temperatures.
Bluetooth audio does not stream. This is a devicedependent feature. Make sure you connect the device to SYNC and press play on your device.
The device is not connected.
SYNC does not recognize music that is on my device. Your music files may not contain the correct artist, song title, album or genre information. Make sure that all song details are populated.
The file may be corrupted. Try replacing the corrupt file with a new version.
The song may have copyright protection that does not allow it to play. Some devices require you to change the USB settings from mass storage to media transfer protocol class.
When I connect my iPhone or iPod Touch through the USB and Bluetooth Audio at the same time, I sometimes do not hear any sound. This is a device limitation From the iPhone or iPod Touch music now playing screen, select the audio device airplay icon at the very bottom of your iPhone or iPod Touch screen.
To listen to the iPhone or iPod Touch through Bluetooth Audio, select SYNC.
To listen to the iPhone or iPod Touch through USB, select Dock Connector.

Voice command issues

Issue Possible cause Possible solution
SYNC does not understand what I am saying. You may be using the wrong voice commands. Review the cell phone voice commands and the media voice commands at the beginning of their respective sections.
Refer to the audio display during an active voice session to find a list of voice commands there.
You may be speaking too soon or at the wrong time. The microphone for the system is either in your rear view mirror or in the headliner just above the windshield.
SYNC does not understand the name of a song or artist. You may be using the wrong voice commands Review the media voice commands at the beginning of the media section.
You may not be saying the name exactly as the system saved it. Say the song or artist exactly as the system saved it. If you say, "Play Artist Prince", the system does not play music by Prince and the Revolution or Prince and the New Power Generation.
Make sure you are saying the complete title such as "California remix featuring Jennifer Nettles".
If the song titles are in capital letters, you have to spell them. LOLA requires you to say "L-O-L-A".
The system may not be reading the name the same way you are saying it. Do not use special characters in the title, as the system does not recognize them.
SYNC does not understand or is calling the wrong contact when I want to make a call. You may be using the wrong voice commands Review the cell phone voice commands at the beginning of the cell phone section.
You can also use the cell phone and media suggestion lists to get a list of possible suggestions when the system cannot fully understand you. See Using Voice Recognition
You may not be saying the name exactly as the system saved it. Make sure you are saying the name exactly as the system saved it. For example, if the contact name is Joe Wilson, say "Call Joe  Wilson".
The system works better if you list full names such as "Joe Wilson" rather than "Joe".
Contacts in your phonebook may be very short and similar or they may contain special characters. Do not use special characters such as 123 or ICE as the system does not recognize them.
Your phonebook contacts may be in capital letters. If the contacts are in capital letters, you have to spell them. JAKE requires you to say "Call J-A-K-E".
The SYNC voice control system is having trouble recognizing foreign names stored on my cell phone. You may be saying the foreign names using the currently selected language for SYNC. SYNC applies the phonetic pronunciation rules of the selected language to the contact names stored on your cell phone.
Helpful Hint: You can select your contact manually. Press PHONE. Select the option for phonebook and then contact name.

Press the soft-key option to hear it. SYNC will read the contact name to you, giving you some idea of the pronunciation it is expecting.

The SYNC voice control system is having trouble recognizing foreign tracks, artists, albums, genres and playlist names from my media player or USB flash drive. You may be saying the foreign names using the currently selected language for SYNC. SYNC applies the phonetic pronunciation rules of the selected language to the names stored on your media player or USB flash drive. It is able to make some exceptions for very popular artist names (for example, U2) such that you can always use the English pronunciation for these artists.
The system generates voice prompts and the pronunciation of some words may not be accurate for my language. SYNC uses text-tospeech voice prompt technology. SYNC uses a synthetically generated voice rather than pre-recorded human voice.
SYNC offers several new voice control features for a wide range of languages.

Dialing a contact name directly from the phonebook without pre-recording (for example, "call John Smith") or selecting a track, artist, album, genre or playlist directly from your media player (for example," play artist Madonna).

My previous Bluetooth voice control system allowed me to control the radio, CD, and climate control systems. Why can I not control these systems with SYNC? The focus of SYNC is to control your mobile devices and the content stored on them. SYNC offers significant capability beyond the previous system such as dialing a contact name directly from the phonebook without pre-recording (for example, "call John Smith") or selecting a track, artist, album, genre or playlist directly from your media player (for example, " play artist Madonna).

General

Issue Possible cause Possible solution
The language selected for the instrument cluster and information and entertainment display does not match the SYNC language (phone, USB, Bluetooth audio, voice control and voice prompts). SYNC does not support the currently selected language for the instrument cluster and information and entertainment display. SYNC only supports four languages in a single module for text display, voice control and voice prompts. The country where you bought your vehicle dictates the four languages based on the most popular languages spoken. If the selected language is not available, SYNC remains in the current active language.
SYNC offers several new voice control features for a wide range of languages.

Dialing a contact name directly from the phonebook without pre-recording (for example, "call John Smith") or selecting a track, artist, album, genre or playlist directly from your media player (for example, play artist Madonna).

AppLink issues

Issue Possible cause(s) Possible solution(s)
AppLink Mobile Applications: When I select "Find New Apps," SYNC does not find any applications. An AppLink capable phone is not connected to SYNC. Ensure you have a compatible smartphone; an Android with OS 2.3 or higher or an iPhone 3GS or newer with iOS 5.0 or higher.

Additionally, ensure your phone is paired and connected to 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.

My phone is connected, but I still cannot find any apps. AppLink-enabled apps are not installed and running on your mobile device. Ensure you have downloaded and installed the latest version of the app from your phone's app store. Ensure the app is running on your phone. Some 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.
My phone is connected, my app(s) are running, but I still cannot find any apps. Sometime apps do not properly close and reopen their connection to SYNC, over ignition cycles, for example. 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' 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.
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.
My Android phone is connected, my app(s) are running, I restarted them, but I still cannot find any apps. There is a bluetooth bug on some order versions of the Android OS that may cause apps that were found on your previous vehicle drive to not be found again if you have not turned off bluetooth. 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.
My iPhone phone is connected, my app is running, I restarted the app but I still cannot find it on SYNC. The USB connection to SYNC may need to be reset. 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.
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.

The bluetooth volume on the phone may be low. 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.
I can only see some of the AppLink apps running on my phone listed in SYNC's Mobile Apps Menu. 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. 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.
    More about «SYNC»:

    General Information

    Using Voice Recognition

    Using SYNC With Your Phone

    SYNC Applications and Services

    Using SYNC With Your Media Player

    SYNC Troubleshooting

    Ford Kuga Owners Manual / SYNC / SYNC Troubleshooting

    Ford Kuga Owners Manual

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