Lincoln MKZ (2019 year). Manual - part 31

Cell phone issues

Possible solution

Possible cause

Issue

Refer to your device's manual about audio adjustments.

The audio control settings on your cell
phone may be affecting SYNC 3
performance.

There is background noise
during a phone call.

Try switching your cell phone off, resetting it or removing the battery,
then try again.

Possible cell phone malfunction.

During a call, I can hear the
other person but they
cannot hear me.

Make sure that the microphone for SYNC 3 is not set to off. Look for
the microphone icon on the phone screen.

To restart your system, shut down the engine, open and close the
door, and then lock the door and wait for 2-3 minutes. Make sure that
your SYNC 3 screen is black and the lighted USB port is off.

The system may need to be restarted.

During a call, I cannot hear
the other person and they
cannot hear me.

Check your cell phone's compatibility.

This is a cell phone-dependent feature.

SYNC 3 is not able to
download my phonebook.

Make sure you allow SYNC 3 to retrieve contacts from your phone.
Refer to your cell manual.

Possible cell phone malfunction.

You must switch on your cell phone and the automatic phonebook
download feature on SYNC 3.

Try switching your cell phone off, resetting it or removing the battery,
then try again.

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SYNC™ 3

Cell phone issues

Possible solution

Possible cause

Issue

Make sure you allow SYNC 3 to retrieve contacts from your phone.
Refer to your cell manual.

Limitations on your cell phone's capab-
ility.

The system says "Phone-
book downloaded" but my
SYNC 3 phonebook is
empty or is missing
contacts.

If the missing contacts are stored on your SIM card, move them to
your cell phone's memory.

You must switch on your cell phone and the automatic phonebook
download feature on SYNC 3.

Check your cell phone's compatibility.

This is a cell phone-dependent feature.

I am having trouble
connecting my cell phone
to SYNC 3.

Try switching your cell phone off, resetting it or removing the battery,
then try again.

Possible cell phone malfunction.

Try deleting your device from SYNC 3 and deleting SYNC from your
device, then trying again.

Always check the security and auto accept prompt settings relative
to the SYNC 3 Bluetooth connection on your cell phone.

Update your cell phone's firmware.

Switch the auto download setting off.

Check your cell phone's compatibility.

This is a cell phone-dependent feature.

Text messaging is not
working on SYNC 3.

Try switching your cell phone off, resetting it or removing the battery,
then try again.

Possible cell phone malfunction.

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SYNC™ 3

Cell phone issues

Possible solution

Possible cause

Issue

iPhone

•

Go to your cell phone's Settings.

•

Go to the Bluetooth Menu.

•

Press the blue circle to the right of the device named with your
vehicle make and model to enter the next menu.

•

Turn Show Notifications on.

•

Disconnect then reconnect your iPhone from the SYNC 3 system
to activate this settings update.

Your iPhone is now set up to forward incoming text messages to
SYNC 3.
Repeat these steps for every other SYNC 3 vehicle that you connect.
Your iPhone will only forward incoming text messages to SYNC 3 if
the iPhone is not unlocked in the messaging application.
Replying to text messages using SYNC 3 is not supported by iPhone.

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SYNC™ 3

Cell phone issues

Possible solution

Possible cause

Issue

Text messages from WhatsApp and Facebook Messenger are not
supported.

Your cell phone must support downloading text messages through
Bluetooth to receive incoming text messages.

This is a cell phone-dependent feature.

Audible text messages do
not work on my cell phone.

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.

This is a cell phone limitation.

USB and Bluetooth Stereo issues

Possible solution

Possible cause

Issue

Disconnect the device from SYNC 3. Try switching your device off,
resetting it or removing the battery, then reconnect it to SYNC 3.

Possible device malfunction.

I am having trouble
connecting my device.

Make sure you are using the manufacturer's cable.

Make sure to correctly insert the USB cable into the device and your
vehicle's USB port.

Make sure that the device does not have an auto-install program or
active security settings.

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SYNC™ 3

USB and Bluetooth Stereo issues

Possible solution

Possible cause

Issue

Make sure your device is unlocked before connecting it to SYNC 3.

The device has a lock screen enabled.

Make sure you are not leaving the device in your vehicle during very
hot or cold temperatures.

This is a device limitation.

SYNC 3 does not recog-
nize my device when I start
my vehicle.

Make sure you connect the device to SYNC 3 and that you have
started the media player on your device.

This is a device-dependent feature.

Bluetooth audio does not
stream.

The device is not connected.

Try switching your device off, resetting it or removing the battery, then
reconnect it to SYNC 3.

The device is in a bad state.

Make sure that all song details are populated.

Your music files may not contain the
correct artist, song title, album or genre
information.

SYNC 3 does not recog-
nize music that is on my
device.

Try replacing the corrupt file with a new version.

The file may be corrupted.

Some devices require you to change the USB settings from mass
storage to media transfer protocol class.

The song may have copyright protection
that does not allow it to play.

Convert the file to a supported format.  See Entertainment (page 428).

The file format is not supported by SYNC
3.

Update media index.  See Settings (page 466).

The device needs to be re-indexed.

Make sure your device is unlocked before connecting it to SYNC 3.

The device has a lock screen enabled.

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SYNC™ 3

USB and Bluetooth Stereo issues

Possible solution

Possible cause

Issue

Disconnect the device from SYNC 3. Try switching your device off,
resetting it or removing the battery, then connect it back to SYNC 3.

This is a device limitation.

When I connect my device,
I sometimes do not hear
any sound.

To listen to Apple devices through USB, select AirPlay from the devices
Control Center, then select Dock Connector.

To listen to Apple devices through Bluetooth Stereo, select AirPlay
from the devices Control Center, then select SYNC.

Connect a compatible device or media player.

The device or media player is incompat-
ible.

SYNC 3 does not display
the song information,
repeat, or shuffle buttons.

Wi-Fi Access Point issues

Possible solution

Possible cause

Issue

Verify password.

Password error.

Failed connection.

Check for a poor Wi-Fi signal.

Weak signal.

Use a unique name for your SSID, don’t use the default name unless
it contains a unique identifier, such as part of the MAC address.

Multiple Access points within range with
the same SSID.

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SYNC™ 3

Wi-Fi Access Point issues

Possible solution

Possible cause

Issue

Position the vehicle close to the access point with the front of the
vehicle facing the access point direction and remove obstacles if
possible. Other Wi-Fi, Bluetooth, microwave and cordless phones may
cause interference.

Weak signal probably due to distance
from the access point, obstruction or high
interference.

Disconnecting after
successful connection.

If the vehicle is equipped with heated windshield, try positioning the
vehicle so that the windshield is not facing the access point. If you
have metallic window tinting but not on the windshield, position the
vehicle to face the access point. If all windows are tinted, you can
open the windows in the direction of the access point if that is feasible.

There may be an obstruction between
SYNC 3 and the access point.

Poor signal seen by SYNC
3 despite being near a
access point.

Try to remove other obstructions that may impact signal quality such
as opening the garage door.

Please set the network to visible and try again.

The access point was defined as a
hidden network.

An access point is not
listed in the list of available
networks.

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SYNC™ 3

Wi-Fi Access Point issues

Possible solution

Possible cause

Issue

SYNC 3 currently does not provide an access point.

SYNC 3 does not currently provide a
access point.

SYNC 3 is not seen when
searching for Wi-Fi
networks from your phone
or other devices.

Check the signal quality (under network details), if SYNC 3 indicates
good or excellent, test with another high-speed equipped access
point where the environment is more predictable.

Poor signal strength, too far from the
access point, access point is supporting
multiple connections, slow Internet
connection or other problems.

Software download takes
too long.

Test the connection with another device, if the access point requires
a subscription, you may contact the service provider.

It is possible that there is no new soft-
ware. The connected access point may
be a managed one and it requires either
a subscription or agreeing to the terms
and conditions.

SYNC 3 seems to connect
with a access point and the
signal strength is excellent
but the software is not
being updated.

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SYNC™ 3

AppLink Issues

Possible solution(s)

Possible cause(s)

Issue

Make sure 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, make sure you pair and connect your phone to SYNC 3
in order to find AppLink-capable apps on your device. iPhone users
must also connect to a USB port with an Apple USB cable.

You did not connect an Applink Compat-
ible phone to SYNC 3.

AppLink Mobile Applica-
tions: When I select "Find
Mobile Apps," SYNC 3
does not find any applica-
tions.

Make sure you have downloaded and installed the latest version of
the app from your phone's app store. Make sure the app is running
on your phone. Some apps require you to register or login to 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.

AppLink-enabled apps are not installed
and running on your mobile device.

My phone is connected,
but I still cannot find any
apps.

Closing and restarting apps may help SYNC 3 find the application if
you cannot discover it inside the vehicle. On an Android device, if
apps have an 'Exit' or 'Quit' option, then select it and restart the app.
If the app does not have that option, select the phone's settings menu
and select 'Apps', then find the particular app and choose 'Force stop.'
Do not forget to restart the app afterward, then select "Find Mobile
Apps" on SYNC 3.

Sometimes apps do not properly close
and re-open their connection to SYNC 3,
over ignition cycles, for example.

My phone is connected, my
app(s) are running, but I still
cannot find any apps.

On an iPhone with iOS7+, to force close an app, double tap the home
button then swipe up on the app to close it. Tap the home button
again, then select the app again to restart it. After a few seconds, the
app should then appear in SYNC 3's Mobile App's Menu.

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SYNC™ 3

AppLink Issues

Possible solution(s)

Possible cause(s)

Issue

Switch Bluetooth off and then on to reset it on your phone. If you are
in your vehicle, SYNC 3 should be able to automatically re-connect
to your phone if you press the "Phone" button.

There is a Bluetooth issue on some older
versions of the Android operating system
that may cause apps that were found on
your previous vehicle drive to not be
found again if you did not switch
Bluetooth off.

My Android phone is
connected, my app(s) are
running, I restarted them,
but I still cannot find any
apps.

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 3's Mobile Apps Menu. If not, "Force Close" the
application and restart it.

You may need to reset the USB connec-
tion to SYNC 3.

My iPhone is connected,
my app is running, I
restarted the app but I still
cannot find it on SYNC 3.

Increase 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.

The Bluetooth volume on the phone may
be low.

I have an Android phone. I
found and started my
media app on SYNC 3, but
there is no sound or the
sound is very low.

Force close or uninstall the apps you do not want SYNC 3 to find. If
the app has a "Ford SYNC" setting, disable that setting in the app's
settings menu on the phone.

Some Android devices have a limited
number of Bluetooth ports that apps can
use to connect. If you have more AppLink
apps on your phone than the number of
available Bluetooth ports, you will not see
all of your apps listed in the SYNC 3
mobile apps menu.

I can only see some of the
AppLink apps running on
my phone listed in the
SYNC 3 Mobile Apps
Menu.

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SYNC™ 3

Voice command issues

Possible solution

Possible cause

Issue

Review the cell phone voice commands and the media voice
commands at the beginning of their respective sections.

You may be using the wrong voice
commands.

SYNC 3 does not under-
stand what I am saying.

Refer to the audio display during an active voice session to find a list
of voice commands there.

Wait for the system to prompt you before you state your command.

You may be speaking too soon or at the
wrong time.

Review the media voice commands at the beginning of the media
section.

You may be using the wrong voice
commands.

SYNC 3 does not under-
stand the name of a song
or artist.

Say the song or artist name exactly as it is displayed on your device.
For example, say "Play Artist Prince" or "Play song Purple Rain".

You may not be saying the name exactly
as it appears on your device.

Make sure you are saying the complete title such as "California remix
featuring Jennifer Nettles".

If there are any abbreviations in the name, like ESPN or CNN, you
have to spell those: "E-S-P-N" or "C-N-N".

Make sure that song titles, artists, album, and playlists names do not
have any special characters like *, - or +.

The song or artist name may have some
special characters that are not being
recognized by SYNC 3.

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SYNC™ 3

Voice command issues

Possible solution

Possible cause

Issue

Make sure that you are saying the name exactly as it appears on your
phone. For example, if your contact is "Joe Wilson", say "Call Joe
Wilson". If your contact name is "Mom", say "Call Mom".

You may not be saying the name exactly
as it appears on your phonebook.

SYNC 3 does not under-
stand or is calling the
wrong contact when I want
to make a call.

Make sure that your contact names do not have any special characters
like *, - or +.

The contact name may contain special
characters.

SYNC 3 applies the phonetic pronunciation rules of the selected
language to the contact names stored on your cell phone.

You may not be saying the name exactly
as it appears on your phonebook.

The SYNC 3 voice control
system is having trouble
recognizing foreign names
stored on my 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 3 will read the contact name to you,
giving you some idea of the pronunciation it is expecting.

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SYNC™ 3

Voice command issues

Possible solution

Possible cause

Issue

SYNC 3 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 pronunci-
ation for these artists.

You may be saying the foreign names
using the currently selected language for
SYNC 3.

The SYNC 3 voice control
system is having trouble
recognizing foreign tracks,
artists, albums, genres and
playlist names from my
media player or USB flash
drive.

SYNC 3 uses a synthetically generated voice rather than pre-recorded
human voice.

SYNC 3 uses text-to-speech voice prompt
technology.

The system generates
voice prompts and the
pronunciation of some
words may not be accurate
for my language.

SYNC 3 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").

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SYNC™ 3

Personal Profiles

Possible cause and solution

Issue

Personal Profiles have not been set up.

I cannot create a profile.

An invalid profile name was entered.

A memory button was not selected when prompted.

The vehicle’s ignition was not On and in Park or was shifted out of
Run or Park while creating a profile.

Personal Profiles is turned off.

The lock button was not selected on a keyfob when prompted.

I cannot link a keyfob.

The keyfob selected was already associated to another profile and
an overwrite was declined.

A profile recall was performed while linking a keyfob.

The vehicle’s ignition was not On and in Park, or was shifted out of
Run or Park while linking a keyfob.

The old linking method is used.

The unsaved setting is not supported by Personal Profiles.

My personalized settings do not save.

A different Personal Profile is active than expected.

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SYNC™ 3

Personal Profiles

Possible cause and solution

Issue

Another user has changed settings for the wrong Personal Profile.

A Personal Profile has not been created.

My profile will not recall.

Personal Profiles is turned off.

The requested profile is already active.

The memory button being used is not linked to a profile.

The keyfob being used is not linked to a profile.

The wrong keyfob is being used.

A button other than unlock or remote start is being pressed on a linked
keyfob.

The Personal Profile was deleted.

Personal Profiles is turned off.

My preset positions recall but my profile does not.

The vehicle is in motion.

My profile recalls but my preset positions do not.

The preset positions are the same as the Guest or previously active
profile.

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SYNC™ 3

Personal Profiles

Possible cause and solution

Issue

Unlink and relink your keyfob in the Personal Profiles menu. You may
need to see your authorized dealer.

I lost a keyfob.

Keyfobs had been erased and reprogramed. This could happen if you
let dealership add a new keyfob to replace lost one.

I lost all profiles.

Master Reset had been performed without your acknowledgement.

General

Possible solution

Possible cause

Issue

SYNC 3 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 3 remains in the current active language.

SYNC 3 does not support the currently
selected language for the instrument
cluster and information and entertainment
display.

The language selected for
the instrument cluster and
information and entertain-
ment display does not
match the SYNC 3
language (phone, USB,
Bluetooth audio, voice
control and voice prompts).

SYNC 3 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").

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SYNC™ 3