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Phone issues
Issue Possible
cause(s)Possible solution(s)
The system says
Phonebook
Downloaded but
my phonebook in
SYNC is empty or
is missing
contacts.Limitations on
your phone’s
capability.•Try pushing your phonebook
contacts to SYNC by using the
Add Contacts feature.
•If the missing contacts are
stored on your SIM card, try
moving them to the device
memory.
•Remove any pictures or
special ring tones associated
with the missing contact.
I am having
trouble
connecting my
phone to SYNC.•Thisisa
phone-dependent
feature, OR
•Possible phone
malfunction.•Go to the website to review
your phone’s compatibility.
•Try turning off the device,
resetting the device or removing
the device’s battery, then trying
again.
•Try deleting your device from
SYNC, deleting SYNC from your
device and trying again.
•Check the security and auto
accept/prompt always settings
relative to the SYNC Bluetooth
connection on your phone.
•Update your device’s software
firmware.
•Turn off the Auto phonebook
download setting.
Text messaging is
not working on
SYNC.•Thisisa
phone-dependent
feature, OR
•Possible phone
malfunction.•Go to the website to review
your phone’s compatibility.
•Try turning off the device,
resetting the device or removing
the device’s battery, then trying
again.
SYNC®457
2015 Explorer(exp)
Owners Guide gf, 2nd Printing, September 2014
USA(fus)

USB and media issues
Issue Possible
cause(s)Possible solution(s)
I am having
trouble connecting
my device.Possible device
malfunction.•Try turning off the device,
resetting the device or removing
the device’s battery, then trying
again.
•Make sure you are using the
manufacturer’s cable.
•Make sure the USB cable is
properly inserted into the device
and the 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 turn
on the car.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.•Thisisa
phone-dependent
feature, OR
•The device is
not connected.Make sure the device is
connected to SYNC and that you
have pressed play on your device.
SYNC does not
recognize music
that is on my
device.•Your music files
may not contain
the proper artist,
song title, album
or genre
information, OR
•The file may be
corrupted, OR
•The song may
have copyright
protection which
does not allow it
to play.•Make sure that all song details
are populated.
•Some devices require you to
change the USB settings from
mass storage to MTP class.
458SYNC®
2015 Explorer(exp)
Owners Guide gf, 2nd Printing, September 2014
USA(fus)

Vehicle Health Report and SYNC Services (Traffic, Directions and
Information) issues
Issue Possible
cause(s)Possible solution(s)
I received a text
that the Vehicle
Health Report is
not activated.•Your account
may not be
activated on the
website, OR
•You may have
the wrong VIN
(vehicle
identification
number) listed.•This is a free feature, but you
must first register online to use it.
•Make sure that your VIN is
correctly listed in your account.
I am unable to
retrieve the report
on the website, or
I receive a system
error.The preferred
dealer information
did not load
correctly.When you register your account,
you must list a preferred dealer. If
one is already listed, try selecting
another dealer and logging out.
Log back in and change it back to
your preferred dealer and retrieve
the report.
I am unable to
submit a report.•This could be
due to your
phone’s
compatibility, OR
•Bad signal
strength, OR
•Your phone may
not be activated
on the website.•Update your mobile number in
your account on the website.
•Make sure you have full signal
strength and that yourBluetooth
volume level has been turned up.
•Try deleting your phone and
performing a clean pairing.
I heard a
commercial when I
tried to use
Traffic, Directions
and Information.•The phone in
use is not
activated, OR
•Your phone has
ID blocker active.•This is a free feature, but you
must first register online to use it.
•Turn off ID blocker on your
phone as the system recognizes
you by your phone number.
•Make sure the currently
connected phone is the same one
that is registered on your
SyncMyRide account.
SYNC®459
2015 Explorer(exp)
Owners Guide gf, 2nd Printing, September 2014
USA(fus)

AppLink issues
Issue Possible
cause(s)Possible solution(s)
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
reconnect to your phone if you
press thePhonebutton.
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 Closethe 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.
464SYNC®
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Owners Guide gf, 2nd Printing, September 2014
USA(fus)

AppLink issues
Issue Possible
cause(s)Possible solution(s)
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
available
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 aFord SYNC
setting, disable that setting in
the app’s settings menu on the
phone.
SYNC®465
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Owners Guide gf, 2nd Printing, September 2014
USA(fus)

For your safety, some SYNC functions are speed-dependent. Their use is
limited to when your vehicle is traveling at speeds under 3 mph
(5 km/h).
Make sure that you review your device’s manual before using it with SYNC.
Speed-restricted Features
Some features of this system may be too difficult to use while your
vehicle is moving so they are restricted from use unless your vehicle is
stationary.
•Screens that are too crowded with information, such as Point of
Interest reviews and ratings, Sirius Travel Link sports scores, movie
times and ski conditions.
•Any action that requires you to use a keyboard is restricted, such as
entering a navigation destination or editing information.
•All lists are limited so the user can view fewer entries (such as phone
contacts or recent phone call entries).
See the following chart for more specific examples:
Restricted Features
Cellular Phone Pairing a Bluetooth phone
Adding phonebook contacts or uploading
phonebook contacts (from a USB)
List entries are limited for phone contacts and
recent phone call entries
System Functionality Editing the keypad code
Enabling Valet Mode
Editing settings while the rear view camera or
Active Park Assist are active
Wi-Fi and Wireless Editing wireless settings
Editing the list of wireless networks
Videos, Photos and
GraphicsPlaying video
Editing the screen’s wallpaper or adding new
wallpaper
Text Messages Composing text messages
Viewing received text messages
Editing preset text messages
MyFord Touch® (If Equipped)471
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Accessing a List of Available Commands
•If you use the touchscreen, press the Settings icon >Help>Voice
Command List.
•If you use the steering wheel control, press the voice icon. After the
tone, speak your command clearly.
Voice command list
“Audio list of commands”
“Bluetooth audio list of commands”
“Browse list of commands”
“CD list of commands”
“Climate control list of commands”
“List of commands”
“Navigation list of commands”
*
“Phone list of commands”
“Radio list of commands”
“SD card list of commands”
“Sirius satellite list of commands”
**
“Travel link list of commands”*
“USB list of commands”
“Voice instructions list of commands”
“Voice settings list of commands”
“Help”
*This command is only available when your vehicle is equipped with the
navigation system, and the navigation system SD card is in the card slot.
**This command is only available when you have an active Sirius satellite
radio subscription.
Voice Settings
Voice settings allow you to customize the level of system interaction,
help and feedback. The system defaults to standard interaction that uses
candidate lists and confirmation prompts as these provide the highest
level of guidance and feedback.
Interaction Mode:Novice mode provides detailed interaction and
guidance while the advanced mode has less audible interaction and more
tone prompts.
476MyFord Touch® (If Equipped)
2015 Explorer(exp)
Owners Guide gf, 2nd Printing, September 2014
USA(fus)

Browsing Device Content
When listening to audio on a device, you can browse through other
devices without having to change sources. For example, if you are
currently listening to audio on an SD card, you can browse all the artists
that are stored on your USB device.
Press the voice icon on the steering wheel. When prompted,
you can say:
“BROWSE” within devices
“Browse”*
“Browse games”**
“Browse channels”**
“Browse Sirius channel guide”**
“Browse SD card”
“Browse USB”
“Help”
*If you have said “Browse”, you can then say any commands in the
following chart.
**This command is only usable if you have an active subscription to
Sirius satellite radio.
“BROWSE”
“ games”*
” channels”*
“SD card”**
“Sirius channel guide”*
“USB”**
“Help”
*This command is only usable if you have an active subscription to Sirius
satellite radio.
**For more commands in SD card or USB mode, see the “SD card and
USB Port” section of this chapter.
For a complete list of “Browse” voice commands, seeUSB and SD card
voice commandsandBluetooth audio voice commandsin the
following sections.
MyFord Touch® (If Equipped)479
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