TSB 21-2411

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TECHNICAL SERVICE BULLETIN
SYNC 3 - Various SYNC Symptoms, Rear View Camera Operation,
Echo/Robotic Voice Concerns, Temperature Not Displayed In Pop Up
Screen
21-2411
18 November
2021
This bulletin supersedes 21-2342. Reason for update: Concern Carryover to New Model
Model:
Ford
2021 Bronco Sport
2020-2021 EcoSport
2019-2020 Edge
2020-2021 Escape
2020-2021 Expedition
2020-2021 Explorer
2019-2020 F-150
2020-2021 F-Super Duty
2019-2020 Fusion
2019-2021 Mustang
2019-2021 Ranger
2019-2021 Transit Connect
Lincoln
2020-2021 Aviator
2019-2020 Continental
2020-2021 Corsair
2019-2020 MKZ
2019-2020 Nautilus
2020-2021 Navigator
Summary
This article supersedes TSB 21-2342 to update the Issue, Action, and Service Procedure.
Issue: Some 2019-2020 Edge/F-150/Fusion/Continental/MKZ/Nautilus, 2019-2021 Mustang/Ranger/Transit
Connect, 2020-2021 EcoSport/Escape/Expedition/Explorer/F-Super Duty/Aviator/Corsair/Navigator and 2021 Bronco
Sport vehicles with SYNC 3 may experience various SYNC performance related concerns including but not limited
to:
• Sirius audio not functioning properly after a key cycle with active subscription
• Presets not responding or indicating properly
• Intermittent audio echo/robotic voice heard during a Bluetooth phone call
• 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) (2019 vehicles only)
• Rear parking aid camera remains on the screen at speeds below 16 km/h (10 mph) (2019 vehicles
only)
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• 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 (2020 vehicles only)
• Blank screen or frozen screen
• System states "In Michigan" when trying to select a Point Of Interest (POI) on the navigation system
• System scrolls through FM presets on screen when listening to Bluetooth or when on Android
Auto/CarPlay
• Climate control features missing after previous update
• Temperature not displayed in pop up screen when increasing or decreasing temperature (2020-2021
Aviator/Navigator only)
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.
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:
- 2019-2020 Edge/F-150/Fusion/Continental/MKZ/Nautilus
- 2019-2021 Mustang/Ranger/Transit Connect
- 2020-2021 EcoSport/Escape/Expedition/Explorer/F-Super Duty/Aviator/Corsair/Navigator
- 2021 Bronco Sport
• Equipped with SYNC 3
• At least one of the following infotainment concerns:
- Sirius audio not functioning properly after a key cycle with active subscription
- Presets not responding or indicating properly
- Intermittent audio echo/robotic voice heard during a Bluetooth phone call
- 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) (2019 vehicles only)
- Rear parking aid camera remains on the screen at speeds below 16 km/h (10 mph) (2019 vehicles
only)
- 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 (2020 vehicles only)
- Blank screen or frozen screen
- System states "In Michigan" when trying to select a point of interest (POI) on the navigation system
- System scrolls through FM presets on screen when listening to Bluetooth or when on Android
Auto/CarPlay
- Climate control features missing after previous update
- Temperature not displayed in pop up screen when increasing or decreasing temperature (20202021 Aviator/Navigator only)
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
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Description
Reprogram The APIM Using The SYNC 3 Universal Thumb Drive (Do Not Use With Any
Other Labor Operations)
Operation
No.
Time
212411A
0.3
Hrs.
Repair/Claim Coding
Causal Part:
14G371
Condition Code: 04
Service Procedure
NOTE: For vehicles that are not currently at the dealership, the customer can also update their vehicle's
SYNC 3 software via Wi-Fi or follow the instructions on owner.Ford.com or owner.Lincoln.com to update the
SYNC 3 software.
1. Verify that the SYNC 3 universal thumb drive is titled SG3v202111 or later (later software levels will have a higher
numerical value). Is the SYNC 3 universal thumb drive title SG3v202111 or later?
(1). Yes - proceed to Step 2.
(2). No - download the SYNC 3 Universal USB Updater Application under the Service Tips section of Professional
Technician System (PTS). Review the instructions and use Scan for Updates and Update USB. Proceed to Step
2.
NOTE: If needed, this is a one time upload to the thumb drive. Downloading the files to laptop and updating
the thumb drive could take up to 2 1/2 hours depending on internet speed. Once the thumb drive is updated,
it can be used repeatedly to update all vehicles in this article.
2. Disconnect all customer connected universal serial bus (USB) items from all media hub locations in the vehicle.
3. Start the vehicle.
4. Insert the SYNC 3 universal thumb drive into the USB port on the media hub.
5. The module automatically updates with no user input required.
(1). Modules already at the latest software level 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 displays a message indicating the module is up to date.
6. 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.
© 2021 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.
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