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Billy Bee

Sync 2 Dead in the water

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Help Help!!!!!!!!

I Need some insight, have a 2013 Explorer Ltd purchased 6 months ago nice clean car well looked after, and came with Sync 2 with factory navigation, Sync has been working fine, until  I started looking at the ford website inserted my VIN number, and said I have an update for the sync 2, so I downloaded the update following the instructions to the letter started my car and inserted in the USB drive started out downloading for about 20 minutes then did not go any further, the message came up that the update had failed, took out the drive and Sync was frozen where it had stopped, so I disconnected the negative side of the battery for 15 minutes and reconnected and the screen came back, but here is the but NO PHONE, NO NAVIGATION, RADIO IS ON BUT CANNOT CHANGE STATION OR TURN OFF, AND THE CLIMATE WILL NOT WORK NO HEATED SEATS ECT.

I have called 3 Ford dealers in my area service adviser will call back but they never do.

is this Sync junk or do I have to replace or can it be reinstalled?

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2 hours ago, Billy Bee said:

Help Help!!!!!!!!

I Need some insight, have a 2013 Explorer Ltd purchased 6 months ago nice clean car well looked after, and came with Sync 2 with factory navigation, Sync has been working fine, until  I started looking at the ford website inserted my VIN number, and said I have an update for the sync 2, so I downloaded the update following the instructions to the letter started my car and inserted in the USB drive started out downloading for about 20 minutes then did not go any further, the message came up that the update had failed, took out the drive and Sync was frozen where it had stopped, so I disconnected the negative side of the battery for 15 minutes and reconnected and the screen came back, but here is the but NO PHONE, NO NAVIGATION, RADIO IS ON BUT CANNOT CHANGE STATION OR TURN OFF, AND THE CLIMATE WILL NOT WORK NO HEATED SEATS ECT.

I have called 3 Ford dealers in my area service adviser will call back but they never do.

is this Sync junk or do I have to replace or can it be reinstalled?

 

Hi BB and welcome to the Ford SYNC Forum. The first recommendation, just to get the SYNC system up and running (hopefully), would be to follow the instructions in your Owners Manual to perform a SYNC factory reset. If you do not have your hard copy, you can download the PDF version here: https://www.fleet.ford.com/parts-service/resources/owner-manuals/

 

Next recommendation would be to perform the installation again. But first, do a new download of the SYNC update, do a new transfer to a freshly formatted USB flash drive and perform the installation again. Be sure to follow the instructions precisely to the letter.

In addition...There can often be false "You Update is Complete" type messages, so wait at least 10 minutes after any such messages, to be sure the installation does not continue again. And be patient with the installation, giving it a lot of time to finish properly. 

 

Next recommendation...To everyone, is to stop resorting so quickly to battery disconnects to solve issues. It can sometimes/often cause more problems than it ever solves.

 

If a SYNC factory reset does not work, then a service visit will probably be necessary.

 

There is little/nothing a Service Advisor can do over the phone without the vehicle being looked at by a Tech.

 

While I am not excusing no callbacks, this may be a likely reason why you are not receiving a callback. Service Department staff sometimes get tired of discussing things on the phone, when the only way to diagnose some issues properly is to have the vehicle examined. 

 

Try the SYNC factory reset first. Then try a fresh download and installation of the SYNC update. Hopefully that will fix the issue

 

Let us know how you make out and good luck.

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Thanks for your input, tried your recommendations, reset the master to factory settings, and made a new USB thumb drive from the download, the download ran till installing 1 of 4 and said  no more space or not compatible with this version

is now frozen on this screen showing 1 of 4 I did leave the drive in for 15 minutes after the message but no change.

Thanks

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2 hours ago, Billy Bee said:

Thanks for your input, tried your recommendations, reset the master to factory settings, and made a new USB thumb drive from the download, the download ran till installing 1 of 4 and said  no more space or not compatible with this version

is now frozen on this screen showing 1 of 4 I did leave the drive in for 15 minutes after the message but no change.

Thanks

 

Hi BB. Did the SYNC factory reset get the SYNC system working properly again or make no difference? Did you have the vehicle running the entire time of the installation, or did you turn if off during the installation?

 

If the SYNC factory reset allowed the screen to work again, perform another reset, and at least you have a working system for now. Odds are there is nothing earth shattering in the update anyway.

 

Get back to us with more information and good luck.

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Yes the car was running all through the installation and has made no difference, sync is not running, you can move through the four applications but is locked up, touch the screen on any of the applications to set temp change radio station nothing happens, it seems that it needs to reprogram, your thoughts

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2 hours ago, Billy Bee said:

Yes the car was running all through the installation and has made no difference, sync is not running, you can move through the four applications but is locked up, touch the screen on any of the applications to set temp change radio station nothing happens, it seems that it needs to reprogram, your thoughts

 

Hi BB. Sorry, but I think we kind of talked past each other there. Let me try again. I understand that a re-installation attempt did not work, but...

 

* Did the SYNC factory reset get the SYNC system working properly again (and then it froze again on the re-installation attempt)? Or did the Master Reset do nothing?

 

If the SYNC Master Reset (and the previous battery disconnect) did nothing, and a fresh SYNC update download and installation attempt did not help, then you will probably need to make a service appointment.

 

Hopefully another member will jump in with more advice, if they can help.

 

Keep us updated and good luck.

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I did get hold of a Ford service advisor at an out-of-town dealership this morning and he says has to be reprogrammed in about an hour and a half will give that a try. thanks for your help

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Just to jump n here...  

So as to make sure you did the correct things...

 

So you downloaded the file from the ford web site.  On to your computer!!!

 

Took a USB thumb drive something larger (or about) a 32gig... formated it as exFAT and MBR

 

from there (or before) you unpacked the files from the file you got, and it shows up as 2 files and a folder with files in it?  (has been mentioned about name etc here many times..)

 

Copy said folder/files to your empty thumb drive, once done you put the thumb drive in your vehicle.  It said it detected it and started the update ?

it will reboot about 2-4 times depending on what it needs to do.  Once it is done it will tell you it is done. 

 

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Yes Yes and Yes, have new 16gig thumb drives coming today will do a new download and give it another try.

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Ok, great.  if I remember right, the USB on your vehicle is USB 2, and a 3 will work just slower.

 

Allow for about an hour, provided it works.  If anything go for a long drive.  😎

 

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The last time I tried to download started working fine it was showing 4 of 10 never got past 4 waited 20 minutes then said not enough space or not compatible, I do have Sync 2 version 3.10 showing

will give it another shot, the Ford website says to format it to FAT 32  that is what I have formatted.

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FAT32 would be if the drive is 16 or less... (if I remember right)

exfat is for the larger sizes...

 

Make sure you are getting the file from owner.ford.com

 

If the file(s) you go from the ford web site tell you there is not enough space... I'm not sure it's the right file....

3.11 is the newest version (again if memory serves right)

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used FAT32 as my thumb drive 16, yes that's the website I used , I tried it yesterday with a new thumb drive , again with the car running and the download started out fine and got to 4 of 10 and no further after 5 mins it said failed, this is the third time 3 different thumb drives and get to the same spot and stops.

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