Support>SYNC>Troubleshooting>Why am I unable to download my phonebook with SYNC?

Why am I unable download my phonebook to SYNC?

SYNC®* Phonebook should automatically transfer contacts from your device to SYNC when your device is paired via Bluetooth®; however, there may be settings on your device preventing this from happening. For assistance, see the troubleshooting steps below. 

Troubleshooting Phonebook Transfers to SYNC

Note: Many of these troubleshooting steps require you to navigate options on your device, and they vary by device. If you cannot find certain options, speak with your device's manufacturer.   

Select your issue from the drop-downs below for possible solutions.

General Troubleshooting for iPhone®and Android™ Devices

iPhone

iPhones allow you to select which contact groups you transfer to SYNC. If you have no groups or the incorrect groups selected, this will prohibit certain contacts from being downloaded into SYNC. 

To adjust their device's Bluetooth settings on your phone:

  1. Tap Settings.
  2. Choose Bluetooth or Settings.
  3. Select General.
  4. Tap Bluetooth and look for SYNC Connected and a blue "I" or arrow next to it.
  5. Select the "I" or arrow.
  6. Tap the checkboxes on All Contacts and any other appropriate groups.

Android

Android phones will ask permission for SYNC to access the contacts. There may be a Don’t Ask Again option on the phone that appears multiple times. Select Don’t Ask Again each time you see it.

If you are experiencing an issue with connecting your device to the SYNC system, see the Why is my phone not connecting to SYNC? topic.

SYNC is Unable to Download the Phonebook

If SYNC is not downloading your device's phonebook after performing general troubleshooting:

  1. Make sure SYNC has the latest software installed. 
  2. Turn your device off and on, and try again. 
  3. Add your phonebook contacts to SYNC.

SYNC Says "Phonebook Downloaded," but Some Contacts are Missing

  1. Add your phonebook contacts to SYNC.

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

  2. Remove any ringtones or photos associated with the missing contact.
  3. Confirm you have granted SYNC permission to access your phonebook. 

Additional Information

SYNC Phonebook

*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.

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

iPhone is a trademark of Apple Inc., registered in the U.S. and other countries.

Android is a trademark of Google LLC.