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TECHNICAL SERVICE BULLETIN 24-2165
SYNC 3 - Various SYNC Performance Related Concerns 23 May 2024
This bulletin supersedes 21-2175. Reason for update: revised Service Procedure
Model:
2016-2018 C-MAX
2017-2018 Continental
Markets: North American markets only
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 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NOTE: Ford has found some of the APIMs replaced and returned for inspection contained an outdated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 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)/Service Part New Vehicle (SPNV)/Extended Service Plan (ESP) coverage. Limits/policies/prior approvals are
not altered by a TSB. NVLW/SPW/SPNV/ESP coverage limits are determined by the identified causal part and
verified using the OASIS part coverage tool.
Labor Times
No.
Reprogram The APIM Using The SYNC 3 Universal Thumb Drive (Do Not Use With Any 242165A 0.3
Other Labor Operations) Hrs.
Repair/Claim Coding
Causal Part: 14G371
Condition Code: jos |
Service Procedure
1. Verify that the SYNC 3 universal thumb drive is titled SG3v202403 or later (later software levels will have a higher
numerical value). Is the SYNC 3 universal thumb drive title SG3v202403 or later?
(1). Yes - proceed to Step 2.

(2). No - download the SYNC 3 Universal USB Updater Application (1.0.3.1) under the Service Tips section of
PTS using at least a 64GB USB 3.2 Gen 2 flash drive or higher. The USB drive must be formatted to exFAT.
Review the instructions in the section titled "Updating The Tool" and select "Scan For Updates" and "Update
USB". Proceed to Step 2.
NOTE: If needed, this is a one-time upload to the thumb drive. Instructions can be found on PTS under
Service Tips. 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. The thumb drive must be synced with the Updater Application every 30 days in order
to retain usage permissions.
2. Disconnect all customer connected 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 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.
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.
© 2024 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.