Sync 2
----Sync 2 - 4" to 8"
Possible issue I: System is installed and no power to the radio nor bezel.
Solutions:
1. Check fuses. Could have blown one during install.
2. Double check all connections. Get pictures.
3. Make sure Cx got correct SKUs. Get pictures.
4. Exchange parts, start with harness then APIM.
Possible issue II: No power to bezel but radio is on and working.
Solutions:
1. These are reconditioned bezels, make sure all connections are connected correctly, Get pictures.
2. Check fuses. Could have blown one during install.
3. Exchange bezel id everything is connected correctly, fuses are good and still not power to bezel.
Possible issue III: No power to USB hub but radio is on and working.
Solutions:
1. Make sure Cx used our USB cable (Data connection) from APIM to USB hub and the small flat gray power connector (Power) from our harness is installed into the USB hub.
2. Exchange USB hub.
Possible issue IV: Carplay or Android Auto isn't working but phone is charging.
Solutions:
1. Make sure Cx installed the USB hub that comes with the kit, this is needed for Carplay.
2. Android Auto needs to be connected via cable and bluetooth. Make sure both are connected correctly. If Cx gets Error 8 then Cx's time on radio and phone are mismatched.
3. Double check all connections. Get pictures.
4. Make sure USB hub is charging the phone when plugged in
5. Have Cx try a few different cables and phones to rule out it's the cable or phone Cx is using causing the issue. If possible, have Cx try phone and/or cable in another vehicle to confirm those items are good.
6. Exchange USB hub.
Possible issue V: Phone isn't charging when connected to USB hub.
Solutions:
1. Double check all connections. Get pictures.
2. Make sure Cx used our USB cable (Data connection) from APIM to USB hub and the small flat gray power connector (Power) from our harness is installed into the USB hub.
3. Have Cx try a few different cables and phones to rule out it's the cable or phone Cx is using causing the issue. If possible, have Cx try phone and/or cable in another vehicle to confirm those items are good.
4. Exchange USB hub.
Possible issue VI: Radio is installed and working but there is no audio playing from the new radio from any source, AM/FM/XM/Bluetooth/Carplay/Android Auto.
Solutions:
1. Have Cx check their connections to their ACM module. The CD playing looking square module. A connection was missed or unplugged during install or the Cx damaged their ACM. The ACM controls all audio signals.
2. Check their fuses for their ACM.
3. Its their ACM that is the issue. Dealership or sales to replace the ACM.
Possible issue VII: Cx can't find where to install the 54 Pin black connection on our harness.
Solutions:
1. Cx probably only removed the 4" screen and not the 4" APIM. It's a black module with the same connector as the new APIM (Black 54 Pin Connection). It's a little deeper in the dash.
2. If Cx still can't find then send them to verified installer to get help.
Possible issue VIII: There are no maps on this radio, Navigation isn't working.
Solutions:
1. Cx may not have ordered the Sync 2 with built in Navigations, Check order, if they ordered non-nav then they will have to return for refund or kit exchange.
2. You confirmed they did order Navigation Sync 2 then the new USB hub with SD card slot needs to be installed and the SD card that came with the kit that contains the maps is installed in the new USB hub.
Possible issue IX: Screen isn't powering on but Cx can hear music playing and if they touch the screen they can hear beeps/boops.
Solutions:
1. The LCD is having an issue. Check LVDS cable going from the APIM to the screen is secure.
2. Screen exchange. Make sure Cx doesn't send APIM as well. The screen and APIM are attached to each other.
Possible issue X: Backup camera not working.
Solutions:
1. Do they see the screen change when in reverse? If yes they its their camera or the RCA connection wasn't made.
2. Do they see the screen change when in reverse? If no then the Sync 2 wasn't programmed for rear camera. This happens if they have an aftermarket backup camera that wasn't installed from factory thus we wouldn't know by running their VIN if they had a backup camera.
----Sync 2 - Navigation upgrade from Sync 2 without Navigation
Possible issue I: System is installed and no power to the radio
Solutions:
1. Check fuses. Could have blown one during install.
2. Double check all connections. Get pictures.
3. Make sure Cx got correct SKUs. Get pictures.
4. Exchange the APIM.
Possible issue II: System is installed and customer gets no GPS signal.
Solutions:
1. Ask if this was upgrade or replacement. If replacement then their GPS in the vehicle may be bad, see dealership. If upgrade then move on to next step. Their GPS antenna is made from a module and the sync 2 module working together to get signal from something running on their windshield. No way to change GPS antenna.
2. Perform a master reset on the radio.
3. Exchange the APIM.
Possible issue III: No audio from any source on radio but it powers on.
Solutions:
1. They blow a fuse for their ACM.
2. They forgot to plug in their ACM.
3. They destroyed their ACM.
4. Send to sales for new ACM.
----Sync 2 to Sync 3 - Upgrade with or without Navigation
Possible issue I: System is installed and no power to the radio.
Solutions:
1. Check fuses. Could have blown one during install.
2. Double check all connections. Get pictures.
3. Make sure Cx got correct SKUs. Get pictures.
4. Exchange parts, start with harness then APIM.
Possible issue II: No power to USB hub but radio is on and working.
Solutions:
1. Make sure they swapped to the new USB hub.
2. Check fuses for the USB hub.
3. See if phones charge when plugged in, try new cables and phones if not.
4. Exchange USB hub.
Possible issue III: Carplay or Android Auto isn't working but phone is charging.
Solutions:
1. Make sure Cx installed the USB hub that comes with the kit, this is needed for Carplay.
2. Android Auto needs to be connected via cable and bluetooth. Make sure both are connected correctly. If Cx gets Error 8 then Cx's time on radio and phone are mismatched.
3. Double check all connections. Get pictures.
4. Make sure USB hub is charging the phone when plugged in
5. Have Cx try a few different cables and phones to rule out it's the cable or phone Cx is using causing the issue. If possible, have Cx try phone and/or cable in another vehicle to confirm those items are good.
6. Exchange USB hub.
Possible issue IV: Phone isn't charging when connected to USB hub.
Solutions:
1. Double check all connections. Get pictures.
2. Make sure Cx used our USB hub.
3. Have Cx try a few different cables and phones to rule out it's the cable or phone Cx is using causing the issue. If possible, have Cx try phone and/or cable in another vehicle to confirm those items are good.
4. Exchange USB hub.
Possible issue V: Radio is installed and working but there is no audio playing from the new radio from any source, AM/FM/XM/Bluetooth/Carplay/Android Auto.
Solutions:
1. Have Cx check their connections to their ACM module. The CD playing looking square module. A connection was missed or unplugged during install or the Cx damaged their ACM. The ACM controls all audio signals.
2. Check their fuses for their ACM.
3. It's their ACM that is the issue. Dealership or sales to replace the ACM.
Possible issue VI: Cx can't find where to install the 54 Pin black connection on our harness.
Solutions:
1. Cx probably only removed the 4" screen and not the 4" APIM. It's a black module with the same connector as the new APIM (Black 54 Pin Connection). It's a little deeper in the dash.
2. If Cx still can't find then send them to verified installer to get help.
Possible issue VII: There are no maps on this radio, Navigation isn't working.
Solutions:
1. Cx may not have ordered the Sync 3 with built in Navigations, Check order, if they ordered non-nav then they will have to return for refund or kit exchange.
2. You confirmed they did order Navigation Sync 3 then have customer perform a master reset on the radio.
3. Make sure Cx installed a GPS antenna to the blue fakra on the APIM, they may have GPS but no signal so the map is showing them in the last place the Sync 3 got signal.
4. Send new GPS antenna for exchange.
5. Exchange APIM.
Possible issue VIII: Screen isn't powering on but Cx can hear music playing and if they touch the screen they can hear beeps/boops.
Solutions:
1. The LCD is having an issue. Check LVDS cable going from the APIM to the screen is secure.
2. Screen exchange. Make sure Cx doesn't send APIM as well. The screen and APIM are attached to each other.
Possible issue IX: Backup camera not working.
Solutions:
1. Do they see the screen change when in reverse? If yes then its their factory camera having an issue. Programming is in place.
2. Do they see the screen change when in reverse? If no then the Sync 3 wasn't programmed for rear camera. This happens if they have an aftermarket backup camera that wasn't installed from factory thus we wouldn't know by running their VIN if they had a backup camera.
Sync 3
----Sync 3 - 4" to 8" Upgrade with or without Navigation
Possible issue I: System is installed and no power to the radio nor bezel.
Solutions:
1. Check fuses. Could have blown one during install.
2. Double check all connections. Get pictures.
3. Make sure Cx got correct SKUs. Get pictures.
4. Exchange parts, start with harness then APIM.
Possible issue II: No power to bezel but radio is on and working.
Solutions:
1. These are reconditioned bezels, make sure all connections are connected correctly, Get pictures.
2. Check fuses. Could have blown one during install.
3. Exchange bezel id everything is connected correctly, fuses are good and still not power to bezel.
Possible issue III: No power to USB hub but radio is on and working.
Solutions:
1. Make sure Cx used our USB cable (Data connection) from APIM to USB hub and the small flat gray power connector (Power) from our harness is installed into the USB hub.
2. Exchange USB hub.
Possible issue IV: Carplay or Android Auto isn't working but phone is charging.
Solutions:
1. Make sure Cx installed the USB hub that comes with the kit, this is needed for Carplay.
2. Android Auto needs to be connected via cable and bluetooth. Make sure both are connected correctly. If Cx gets Error 8 then Cx's time on radio and phone are mismatched.
3. Double check all connections. Get pictures.
4. Make sure USB hub is charging the phone when plugged in
5. Have Cx try a few different cables and phones to rule out it's the cable or phone Cx is using causing the issue. If possible, have Cx try phone and/or cable in another vehicle to confirm those items are good.
6. Exchange USB hub.
Possible issue V: Phone isn't charging when connected to USB hub.
Solutions:
1. Double check all connections. Get pictures.
2. Make sure Cx used our USB cable (Data connection) from APIM to USB hub and the small flat gray power connector (Power) from our harness is installed into the USB hub.
3. Have Cx try a few different cables and phones to rule out it's the cable or phone Cx is using causing the issue. If possible, have Cx try phone and/or cable in another vehicle to confirm those items are good.
4. Exchange USB hub.
Possible issue VI: Radio is installed and working but there is no audio playing from the new radio from any source, AM/FM/XM/Bluetooth/Carplay/Android Auto.
Solutions:
1. Have Cx check their connections to their ACM module. The CD playing looking square module. A connection was missed or unplugged during install or the Cx damaged their ACM. The ACM controls all audio signals.
2. Check their fuses for their ACM.
3. Its their ACM that is the issue. Dealership or sales to replace the ACM.
Possible issue VII: Cx can't find where to install the 54 Pin black connection on our harness.
Solutions:
1. Cx probably only removed the 4" screen and not the 4" APIM. It's a black module with the same connector as the new APIM (Black 54 Pin Connection). It's a little deeper in the dash.
2. If Cx still can't find then send them to verified installer to get help.
Possible issue VIII: There are no maps on this radio, Navigation isn't working.
Solutions:
1. Cx may not have ordered the Sync 3 with built in Navigations, Check order, if they ordered non-nav then they will have to return for refund or kit exchange.
2. You confirmed they did order Navigation Sync 3 then the new USB hub with SD card slot needs to be installed and the SD card that came with the kit that contains the maps is installed in the new USB hub.
Possible issue IX: Screen isn't powering on but Cx can hear music playing and if they touch the screen they can hear beeps/boops.
Solutions:
1. The LCD is having an issue. Check LVDS cable going from the APIM to the screen is secure.
2. Screen exchange. Make sure Cx doesn't send APIM as well. The screen and APIM are attached to each other.
Possible issue X: Backup camera not working.
Solutions:
1. Do they see the screen change when in reverse? If yes they its their camera or the RCA connection wasn't made.
2. Do they see the screen change when in reverse? If no then the Sync 2 wasn't programmed for rear camera. This happens if they have an aftermarket backup camera that wasn't installed from factory thus we wouldn't know by running their VIN if they had a backup camera.
Possible issue X: Climate controls not working in Ford Fusion & Ford Edge
Solutions:
1. You have to re-pin the HVAC controls for the Fusion & Ford Edge. This detail is listed under Things to Know. https://youtu.be/z17pTitTfOo
2. Still not working? They did the pinning wrong, Send them to verified installer to check work.
----Sync 3 - Navigation upgrade from Sync 3 without Navigation
Possible issue I: System is installed and no power to the radio
Solutions:
1. Check fuses. Could have blown one during install.
2. Double check all connections. Get pictures.
3. Make sure Cx got correct SKUs. Get pictures.
4. Exchange the APIM.
Possible issue II: System is installed and customer gets no GPS signal.
Solutions:
1. Ask if this was upgrade or replacement. If replacement then their GPS in the vehicle may be bad, see dealership. If upgrade then move on to next step. Their GPS antenna is made from a module and the sync 2 module working together to get signal from something running on their windshield. No way to change GPS antenna.
2. Perform a master reset on the radio.
3. Exchange the APIM.
Possible issue III: No audio from any source on radio but it powers on.
Solutions:
1. They blow a fuse for their ACM.
2. They forgot to plug in their ACM.
3. They destroyed their ACM.
4. Send to sales for new ACM.
----Sync 3 to Sync 4 - Upgrade with or without Navigation
Possible issue I: System is installed and no power to the radio
Solutions:
1. Check fuses. Could have blown one during install.
2. Double check all connections. Get pictures.
3. Make sure Cx got correct SKUs. Get pictures.
4. Exchange APIM.
Possible issue II: System is installed and customer gets no GPS signal.
Solutions:
1. Make sure GPS antenna is plugged into the rear of the new sync 4 APIM.
2. Exchange the APIM.
Possible issue III: No audio from any source on radio but it powers on.
Solutions:
1. They blow a fuse for their ACM.
2. They forgot to plug in their ACM.
3. They destroyed their ACM.
4. Send to sales for new ACM.
Possible issue IV: Vehicle will not start up after installing the Sync 4 module
Solutions:
1. Check if the harness is installed. Cx didn't use or didn't get the harness that goes between the factory wiring and the new sync 4 APIM.
2. Exchange or send out the needed harness.