How Do I Troubleshoot USB-Installed SYNC Software Update Issues?

The memory on the module is full. This usually happens if old map data was not installed correctly, and the space left is not sufficient to install new map data.

You can perform a Master Reset via settings. Once reset, you can reinstall the map data.

This action resets the module back to factory default settings. All personal data and settings will be lost and will require:

• Bluetooth pairings
• Addresses to be re-saved
• Re-pairing with Ford Pass (if equipped)

Please see the YouTube video below for assistance on how to perform a SYNC 3 Master Reset.

1. First you will need to perform the Master Reset.
   1. Press Settings in the Feature bar at the bottom of the screen.
   2. Press the General icon (you may have to swipe to the next screen).
   3. Press the scroll bar or swipe vertically until you see Master Reset.
   4. Press the Master Reset button.
   5. A message confirming that all system settings will be erased and reset to factory defaults will appear.
   6. Press Continue.
   7. A "Resetting to factory defaults" message will appear, the system will turn off and the screen will go blank. It may take a few minutes for the system to reset and resume normal operation.
2. Once this has happened, you need to perform a “key cycle”.
   1. Turn the vehicle off.
   2. Open the driver’s door and lock the door.
   3. Close the driver’s door.
   4. Wait two minutes and ensure the radio display turns off completely.
   5. Restart the vehicle.
3. You can now re-insert the USB drive and start the installation.

Contact your Customer Relationship Centre for technical support.

A previous SYNC update was not completed correctly.

You can perform a Hard Reset via your Human-Machine Interface (HMI). This will reset SYNC to the factory default.

A Hard Reset resets the module with no loss of settings or data. It abruptly shuts down and restarts.

You should:

1. Hold the volume lever down.
2. Whilst holding it down, press the Next Track button for 5 seconds.
3. This should shut down the module and restart it.

Visit your local dealership who can provide further technical support. They may charge a fee for this service because it is not covered by your warranty.

Something went wrong whilst downloading the files. This can often happen depending upon the browser being used.

You can attempt to download the software again and follow the instructions on the website. The USB must be formatted correctly, and no other files should be present.

Contact your Customer Relationship Centre for technical support. 

There are missing files in a folder called SyncMyRide. This prevents full installation.

You need to check the following:

• That the files “autoinstall.lst” and “DONTINDX.MSA” are in the root directory of the USB stick.
• A folder called SyncMyRide is available on the USB stick.
• There are no other files or folders in the root directory.

Note: The file NOTEINDX.MSA may not always be present. This is fine and is not a requirement. The reason for this file is to help speed up the process. 

Some unpackers do not create separate folders but will copy all files into one overall folder. If this happens:

• Manually create the folder SyncMyRide and move all files except autoinstall.1st and DONTINDX.MSA into it.

Note: You can re-attempt if this fails the first time.

Visit your local dealership who can provide further technical support. They may charge a fee for this service because it is not covered by your warranty.

The software on the USB Flash Drive is not compatible with the hardware release in the vehicle.

Visit the software page on the Ford website to identify the latest version of software required.

Contact your Customer Relationship Centre for technical support. 

A previous installation was not completed successfully.

Reconnect the USB with the old installation files. If this is unavailable, perform a Master Reset and re-attempt to update using new files from the website.

This action resets the module back to factory default settings. All personal data and settings will be lost and will require:

• Bluetooth pairings
• Addresses to be re-saved
• Re-pairing with Ford Pass (if equipped)

Please see the YouTube video below for assistance on how to perform a SYNC 3 Master Reset.

1. First you will need to perform the Master Reset.
   1. Press Settings in the Feature bar at the bottom of the screen.
   2. Press the General icon (you may have to swipe to the next screen).
   3. Press the scroll bar or swipe vertically until you see Master Reset.
   4. Press the Master Reset button.
   5. A message confirming that all system settings will be erased and reset to factory defaults will appear.
   6. Press Continue.
   7. A "Resetting to factory defaults" message will appear, the system will turn off and the screen will go blank. It may take a few minutes for the system to reset and resume normal operation.
2. Once this has happened, you need to perform a “key cycle”.
   1. Turn the vehicle off.
   2. Open the driver’s door and lock the door.
   3. Close the driver’s door.
   4. Wait two minutes and ensure the radio display turns off completely.
   5. Restart the vehicle.
3. You can now re-insert the USB drive and start the installation.

Contact your Customer Relationship Centre for technical support.

An error was identified during installation.

You can perform a Master Reset and re-attempt installation.

This action resets the module back to factory default settings. All personal data and settings will be lost and will require:

• Bluetooth pairings
• Addresses to be re-saved
• Re-pairing with Ford Pass (if equipped)

Please see the YouTube video below for assistance on how to perform a SYNC 3 Master Reset.

1. First you will need to perform the Master Reset.
   1. Press Settings in the Feature bar at the bottom of the screen.
   2. Press the General icon (you may have to swipe to the next screen).
   3. Press the scroll bar or swipe vertically until you see Master Reset.
   4. Press the Master Reset button.
   5. A message confirming that all system settings will be erased and reset to factory defaults will appear.
   6. Press Continue.
   7. A "Resetting to factory defaults" message will appear, the system will turn off and the screen will go blank. It may take a few minutes for the system to reset and resume normal operation.
2. Once this has happened, you need to perform a “key cycle”.
   1. Turn the vehicle off.
   2. Open the driver’s door and lock the door.
   3. Close the driver’s door.
   4. Wait two minutes and ensure the radio display turns off completely.
   5. Restart the vehicle.
3. You can now re-insert the USB drive and start the installation.

Contact your Customer Relationship Centre for technical support.

An incorrect Map Package has been used.

Access the website to use the most up-to-date Maps Package available for your vehicle.

Contact your Customer Relationship Centre for technical support.

No, it is recommended that these packages are updated via Wi-Fi.

• External Wi-Fi connection is required with a strong Wi-Fi signal.
• Mobile or vehicle hotspots can not perform the update.
• The SYNC system capabilities can be used during this update.
• The vehicle does not need to be running during the update.
• If the update is interrupted, it will continue when the vehicle next connects to Wi-Fi.

1. Go to Settings > Wi-Fi and connect to a trusted Wi-Fi network.
2. Select your network and enter the password to connect.
3. Once connected, navigate to Settings >General > Automatic System Updates > Scan for Updates Now
4. After the scan is completed, check that the “last checked for updates” date is the current date and time.
5. If the update is available, the download will begin in the background.
6. When the download and update are complete, a confirmation message will appear on the screen.
7. If this fails, use the USB process.

To successfully update the packages to USB, there needs to be a minimum of 32gb available.

The USB drive needs to be clear of any other files.

• For SYNC 3, the USB drive needs formatting to exFAT 
• For previous SYNC versions, the USB drive needs formatting to FAT32

Notes:

•  SYNC 4 and 4A are updated with Wi-Fi software updates and do not use a USB drive.
• Formatting will remove any data stored on your USB Flash Drive.

MAC users

1. Insert your USB Flash Drive into your computer’s USB port 
2. Open 'Finder'
3. Right-click on your USB Flash Drive and select 'Get info'
4. Under Format, you should see 'exFAT' displayed

PC users

1. Insert your USB Flash Drive into your computer’s USB port 
2. Open ‘My Computer’
3. Right-click on your USB Flash Drive and select ‘Properties’
4. Under File System, you should see ‘exFAT’ displayed 
5. If your USB Flash Drive is not formatted exFAT, you’ll need to either manually format it as exFAT or find another USB Flash Drive to use 

The files are not correctly transferring to the flash drive. Delete the downloaded files and re-download them.

If you see this error, delete the downloaded files and re-download them. If you continue to receive the error after a few attempts, visit your Ford Dealer for assistance.

The engine must be switched on during this process and no other USB drives should be installed.

The first part can take up to 45 minutes. The system will then reboot. After it reboots, the update will automatically continue. A pop-up will appear after a further 15 minutes providing instructions on what to do next. Once the instructions have been followed, the installation should take up to 5 minutes to complete. A message will confirm this.

Note: If nothing happens after inserting the USB drive, do not worry. Due to the size of some files, it can take up to 10 minutes to start. If after this point it still hasn’t started, you must check to ensure all the correct files are present on the USB drive.

The log file is stored in the SyncMyRide folder on the USB Flash Drive. If it was not created or deleted by mistake, you can download the logging tool separately from the Ford SYNC & Maps Software Update website to resolve this, which can be found here.

It may take time to synchronize the data with the server. You can review after 24 hours. If this still hasn’t been updated, the log file may have been corrupted, and you will need to create the log file again in your vehicle by reinstalling the data.

If you experience issues with voice recognition after performing a SYNC update, follow the troubleshooting tips below:

1. Perform a Master Reset. Make sure to let the Master Reset finish completely.

   Note: A SYNC Master Reset returns the system to its factory default settings. You will need to pair your phone again and restore any previously selected settings.

   1. Press Settings on your vehicle's SYNC screen.
   2. Select General.
   3. Tap the scroll bar or swipe vertically until you see Master Reset.
   4. Press Master Reset. A message confirming that all system settings will be erased and reset to factory defaults will appear.
   5. Select Continue. A Resetting to factory defaults message will appear, the system will turn off and the screen will go blank. It may take a few minutes for the system to reset and resume normal operation.
2. Ensure that the Welcome animation appears after the reset is done.
3. Perform a key cycle.
   1. Turn the vehicle off.
   2. Open the driver’s door and lock the door.
   3. Close the driver’s door.
   4. Wait two minutes and ensure the radio display turns off completely.
   5. Restart the vehicle.
4. Ensure that the Welcome animation appears.
5. Wait for the Home screen to show.
6. Insert the USB drive and start the update again.

If the above steps do not resolve the issue, contact your Ford Dealer for assistance.