What should I do if I am having issues with the Ford+Alexa App

What should I do if I am having issues with Apple CarPlay in my Ford?

If you are having issues using Apple CarPlay®* in your SYNC®** 4A-, SYNC 4-, or SYNC 3-equipped vehicle, use this article to assist with troubleshooting.

Checking Software and Device Requirements

Make sure the following requirements are met based on the method you are using to connect to Apple CarPlay and your SYNC generation:

Wireless (SYNC 4A/SYNC 4) USB (SYNC 4A/SYNC 4/SYNC 3)

Ensure you have:

  • The latest version of SYNC software. Updating the SYNC software may correct issues with Apple CarPlay.
  • The latest iOS® software version available for your device.
  • A device running iOS 9 or newer.
  • Not connected your device to your vehicle's Wi-Fi Hotspot.

Ensure you have:

  • The latest version of SYNC software. Updating the SYNC software may correct issues with Apple CarPlay.

    Note: 2016 vehicles with SYNC software version 2.0 or greater will need to visit a Ford Dealer for a hardware and software update to add Apple CarPlay functionality.

  • The latest iOS software version available for your device.
  • An iPhone® 5 or later running iOS 7.1 or newer when connecting to a USB cable.

Troubleshooting Apple CarPlay

If you have experienced a concern with Apple CarPlay, complete the steps below in order and test after each one to see if the issue is resolved.

  1. Connect your phone to Apple CarPlay using the appropriate steps below:
Wireless (SYNC 4A and SYNC 4) USB (SYNC 4A, SYNC 4, and SYNC 3)
  1. Verify Siri, Wi-Fi, and Bluetooth® are enabled on your device. 
  2. Pair your device with SYNC. If pairing is unsuccessful:
    1. Press and hold the voice command button on your steering wheel until you see the Ford emblem.
    2. Verify the vehicle is in wireless or Bluetooth pairing mode.
      1. Enable Bluetooth on your smartphone.
      2. Press Settings or the Home icon on your vehicle's SYNC screen.
      3. Tap Add a Phone.
    3. Using your iOS device, go to Settings > General > CarPlay > Available Cars, then select your vehicle.

Notes: 

  • Some vehicles that support wireless CarPlay will allow you to pair your phone by plugging the phone in the vehicle's USB port with an Apple-approved Lightning-to-USB cable. If your vehicle supports this, and after plugging the device in with the USB cable, you will be asked if you want to connect wirelessly for future use.
  • Wireless connection capability can vary by iPhone model. If at any point during troubleshooting, Apple CarPlay is not working wirelessly, try using a manufacturer-approved Lightning-to-USB cable. 
  1. Verify Siri is enabled on your device.
  2. Use a manufacturer-approved Lightning-to-USB cable.
  3. Connect your iPhone to the Lightning end of the cable, and connect the USB end of the cable to the USB port in the vehicle that is closest to the SYNC screen.
  4. Follow the instructions on the device and the SYNC screen to set up Apple CarPlay.

Note: Selecting Enable Wireless CarPlay on your iPhone will prepare the device for wireless CarPlay upon any future vehicle start-up.
  1. Try using a different cable. 
  2. Use the SYNC USB port closest to the SYNC screen. 

  3. Set the audio source to USB and try playing music from any available source (e.g., iTunes, Spotify, etc.). 

    Note: If this does not work, contact your preferred Ford Dealer for diagnosis.

  4. Perform a SYNC module reset.
  5. Perform a soft reset on your phone. Refer to Apple Support for instructions for your specific device.​
  6. Delete the device from the vehicle's SYNC menu using one of the options below:
    • Voice Commands 
      1. Press the Voice button. SYNC will ask for a command.
      2. Say "Delete <Name of Phone>." The screen will prompt for confirmation to delete.
      3. Press Delete.
    • Manual Steps
SYNC 4A/SYNC 4 SYNC 3
  1. Tap Settings on your vehicle's SYNC screen.
  2. Press Phone List.
  3. Select your phone.
  4. Tap the Delete symbol (trash can).
  5. Press Yes.
  1. Tap Settings.
  2. Choose Bluetooth.
  3. Press View Devices.
  4. Select your phone.
  5. Tap Delete.
  1. Delete SYNC from the device's Bluetooth menu using one of the options below:
    • iPhone:
      1. Go to Settings on your iPhone.
      2. Select Bluetooth.
      3. Press the Information (i) icon next to SYNC.
      4. Choose Forget This Device.
    • All other devices: Refer to the device's manual for instructions.
  2. Pair your device with SYNC.

If the above troubleshooting did not resolve your issue, contact the Ford Customer Relationship Center using our Live Chat option or by calling 1-800-392-3673.

*Requires phone with active data service and compatible software. SYNC 3 does not control 3rd party products while in use. Third parties are solely responsible for their respective functionality.

**Don’t drive while distracted. Use voice-operated systems when possible; don’t use handheld devices while driving. Some features may be locked out while the vehicle is in gear. Not all features are compatible with all phones. 

IPhone, iOS, iPad, and iPod touch are trademarks of Apple Inc., registered in the U.S. and other countries.

The Bluetooth word mark is a trademark of the Bluetooth SIG, Inc.

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