TSB 20-2255

TECHNICAL SERVICE BULLETIN
SYNC 3 – Various SYNC Performance Related Concerns
202255
05 August
2020
This bulletin supersedes 20-2049. Reason for update: Replace Awareness/Interim Message
Model:
Ford
2016-2018 C-MAX Hybrid
2018-2019 EcoSport
2016-2018 Edge
2016-2019 Escape
2016-2019 Expedition
2017-2019 Explorer
2016-2018 F-150
2016-2019 F-Super Duty
2016-2018 Fiesta
2016-2019 Flex
2016-2018 Focus
2017-2018 Fusion
2016-2018 Mustang
2016-2019 Taurus
2016-2019 Transit
2016-2018 Transit Connect/Tourneo Connect
Lincoln
2017-2018 Continental
2016-2019 MKC
2016 MKS
2016-2019 MKT
2016-2018 MKX/Nautilus
2017-2018 MKZ
2016-2017 Navigator
Summary
This article supersedes TSB 20-2049 to update the Service Procedure and Labor Operation allowance.
Issue: Some 2016 MKS, 2016-2017 Navigator, 2016-2018 F-150/Focus/C-MAX/Edge/Fiesta/MKX/Transit
Connect/Mustang, 2017-2018 Continental/Fusion/MKZ, 2017-2019 Explorer, 2016-2019
Escape/MKC/Flex/MKT/Taurus/Transit/Expedition/F-Super Duty, and 2018-2019 EcoSport vehicles
equipped with SYNC 3 may experience various SYNC performance related concerns including but not
limited to:
• Display operation concerns
• Navigation inoperative
• Voice recognition concerns
• Phone connection issues
• Dropped phone connections
• Applink related performance
• Travel Link not present or showing incorrect traffic
• Slow system response
This may be due to the SYNC Software. To correct the condition, follow the Service Procedure to update
the accessory protocol interface module (APIM) software.
NOTE: Ford has found some of the APIMs replaced and returned for inspection contained an
outdated software level and the APIM did not require replacement. The customer concern may
have been resolved by updating the APIM with latest level of software. The SYNC 3 Universal
Thumb Drive will be able to update the APIM software without the use of a scantool and does not
require the process to be monitored. Ford will be monitoring APIM replacements to confirm TSB
directed software updates have been performed.
Action: Follow the Service Procedure to correct the condition on vehicles that meet all the following
criteria:
• One of the following vehicles:
- 2016 MKS
- 2016-2017 Navigator
- 2016-2018 F-150/Focus/C-MAX/Edge/Fiesta/MKX/Transit Connect/Mustang
- 2016-2019 Escape/MKC/Flex/MKT/Taurus/Transit/Expedition/F-Super Duty
- 2017-2018 Continental/Fusion/MKZ
- 2017-2019 Explorer
- 2018-2019 EcoSport
• Customer complaint of one or more of the following symptoms:
- Display operation concerns
- Navigation inoperative
- Voice recognition concerns
- Phone connection issues
- Dropped phone connections
- Applink related performance
- Travel Link not present or showing incorrect traffic
- Slow system response
Special Tool(s)
SYNC 3 Universal Thumb Drive
Warranty Status: Eligible under provisions of New Vehicle Limited Warranty (NVLW)/Service Part
Warranty (SPW)/Special Service Part (SSP)/Extended Service Plan (ESP) coverage. Limits/policies/prior
approvals are not altered by a TSB. NVLW/SPW/SSP/ESP coverage limits are determined by the
identified causal part and verified using the OASIS part coverage tool.
Labor Times
Description
Reprogram The APIM Following The Service Procedure (Do Not Use With Any
Other Labor Operations)
Operation
No.
202255A
Time
0.3
Hrs.
Repair/Claim Coding
Causal Part:
14G371
Condition Code: 04
Service Procedure
1. Disconnect all customer connected USB items from all media hub locations.
2. Start the vehicle.
3. Insert the SYNC 3 universal thumb drive into the USB port on the media hub.
4. The module will update automatically with no user input required.
(1). Modules that are already updated to the latest software would indicate this after approximately 30
seconds.
(2). Module programming for a non-updated module does not need to be monitored and can take
approximately 20-30 minutes.
(3). Once the programing has completed, the screen will display a message indicating that the module
is up to date.
5. Remove the SYNC 3 universal thumb drive when complete, and the screen will return to the SYNC 3
home screen. Reinsert any of the customer USB items. No vehicle or system restarts are required.
© 2020 Ford Motor Company
All rights reserved.
NOTE: The information in Technical Service Bulletins is intended for use by trained, professional technicians with the knowledge,
tools, and equipment to do the job properly and safely. It informs these technicians of conditions that may occur on some vehicles, or
provides information that could assist in proper vehicle service. The procedures should not be performed by "do-it-yourselfers". Do
not assume that a condition described affects your car or truck. Contact a Ford or Lincoln dealership to determine whether the
Bulletin applies to your vehicle. Warranty Policy and Extended Service Plan documentation determine Warranty and/or Extended
Service Plan coverage unless stated otherwise in the TSB article. The information in this Technical Service Bulletin (TSB) was
current at the time of printing. Ford Motor Company reserves the right to supersede this information with updates. The most recent
information is available through Ford Motor Company's on-line technical resources.