TSB 20-2301

TECHNICAL SERVICE BULLETIN
Infotainment Screen Concerns, Wi-Fi Connection Message, Rear
View Camera Operation, CarPlay And/Or Voice Prompt Concerns
202301
08
September
2020
This bulletin supersedes 20-2259. Reason for update: New Part/Procedure For Same Condition
Model:
Ford
2019-2020 Edge
2020 Escape
2020 Expedition
2020 Explorer
2019-2020 F-150
2020 F-Super Duty
2019-2020 Fusion
2019-2020 Mustang
2019-2020 Ranger
2019-2020 Transit Connect
Lincoln
2020 Aviator
2019-2020 Continental
2020 Corsair
2019 MKZ
2019-2020 Nautilus
2020 Navigator
Summary
This article supersedes TSB 20-2259 to update the Issue and Action.
Issue: Some 2019 MKZ, 2019-2020 Mustang/Continental/Fusion/F-150/Transit
Connect/Ranger/Edge/Nautilus and 2020 Escape/Corsair/Aviator/Explorer/Expedition/Navigator/F-Super
Duty vehicles with SYNC 3 may experience various SYNC performance related concerns including but not
limited to:
• Wi-Fi connection message pop-up every key cycle
• Frozen unresponsive touchscreen
• Solid blue screen when moving forward at speeds above 16 km/h (10 mph)
• Rear parking aid camera remains on the screen at speeds below 16 km/h (10 mph)
• Inoperative infotainment applications
• Poor/no AppLink function
• Apple CarPlay not launching on connection or a black screen when connected
• Voice prompts that skip or have short pauses while directions are being provided
• Sirius Travel Link™ not working properly with active subscription
• Remote start not able to be scheduled from FordPass or Lincoln Way
• Blank screen or frozen screen
• System states "In Michigan" when trying to select a Point Of Interest (POI) on the
navigation system
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outdated software level and the APIM did not require replacement.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 scan tool 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 steps to correct the condition on vehicles that meet all of the
following criteria:
• One of the following vehicle lines:
- 2019 MKZ
- 2019-2020 Continental/Edge/Nautilus/F-150/Fusion/Mustang/Ranger/Transit Connect
- 2020 Escape/Corsair/Aviator/Explorer/Expedition/Navigator/F-Super Duty
• Equipped with SYNC 3
• At least one of the following infotainment concerns:
- Wi-Fi connection message pop up every key cycle
- Frozen unresponsive touchscreen
- Solid blue screen when moving forward at speeds above 16 km/h (10 mph) (Figure 1)
- The rear parking aid camera remains on the screen at speeds below 16 km/h (10 mph)
(Figure 2)
- Poor/no AppLink function
- Apple CarPlay not launching on connection or a black screen when connected
- Voice prompts that skip or have short pauses while directions are being provided
- Sirius Travel Link™ not working properly with active subscription
- Remote start not able to be scheduled from FordPass or Lincoln Way
- Blank screen or frozen screen
- Infotainment system states "In Michigan" when trying to select a Point Of Interest (POI)
on the navigation system
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 Using The SYNC 3 Universal Thumb Drive (Do Not Use
With Any Other Labor Operations)
Operation
No.
202301A
Time
0.3
Hrs.
Repair/Claim Coding
Causal Part:
14G371
Condition Code: 04
Service Procedure
Figure 1
Figure 2
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 automatically updates with no user input required.
(1). Modules already at the latest software level will 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 reprograming has completed, the screen will display a message indicating the module is
up to date.
5. Remove the SYNC 3 universal thumb drive when complete. The screen returns to the SYNC 3 home
screen. Reconnect 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.