oz10k Posted February 25, 2016 Report Share Posted February 25, 2016 I recently got a 2015 C-Max Hybrid with basic SYNC with MyFord, not MyFord Touch. I paired my android phone and ran a Vehicle Health Report. It worked fine. About 2 weeks later my Check Engine Light came on. I tried to run a Vehicle Health Report again, but all I could get was “Phone Disconnected”. Took the car to the dealer and they fixed the CEL. We tried for 15 minutes to get my phone working with SYNC, but with no luck. Then the tech left, came back a few minutes later and said “Sorry, your phone is not compatible”. I asked why it worked for 2 weeks. They didn’t have a good answer, but insisted there was nothing else they could do for me. After doing some reading I decided to try a Master Reset. Per my manual I should be able to push the Phone button, then scroll through the options until I get to System Settings, then to Advanced, then select Master Reset. But when I press Phone, my options are Add Bluetooth Device, Connect Bluetooth Device, Set Primary Phone, Set Bluetooth on/off, Delete Device, Delete All Devices and Return. If I push my Menu button I get Audio Settings, Clock Settings, Display Settings and SYNC-Phone. If I select SYNC-Phone, it takes me to the same set of options as pushing the Phone button. While at the dealer we tried Delete All Devices. It deleted the device the dealer paired, but did not delete my phone. I tried Delete Device, selected my phone and pressed OK, but it just hung. Any suggestions? I’m thinking maybe the next step is to pull the fuse (it’s either F67 or F79). Has anyone tried that, and if so did it reset everything? I've attached an image of the system I have. Thanks,Ron Quote Link to comment Share on other sites More sharing options...
wab Posted February 26, 2016 Report Share Posted February 26, 2016 (edited) Take a look at this forum. http://fordsyncforum.com/ Here's a link to the owner.ford web site. http://owner.ford.com/how-tos/sync-technology/myford-touch/in-vehicle-settings/changing-display-settings.html?sync=my-ford-touch Did you get your check engine light checked/cleared? Edited February 26, 2016 by wab Quote Link to comment Share on other sites More sharing options...
oz10k Posted February 26, 2016 Author Report Share Posted February 26, 2016 Thanks for link wab, I'll check it out. Yes, the dealership was able to clear the CEL. It was a code p0456, they replaced the purge valve 9C915 D. Quote Link to comment Share on other sites More sharing options...
FordIVTteam Posted February 26, 2016 Report Share Posted February 26, 2016 Hi oz10k, I'd like to help! What type of phone do you have? Also, pressing the PHONE button takes you to the PHONE menu. You can scroll to RETURN then ADVANCED. Hope this helps! Shaay Quote Link to comment Share on other sites More sharing options...
oz10k Posted February 29, 2016 Author Report Share Posted February 29, 2016 (edited) Hi Shaay, I have a BLU Advance 4.0, running android 4.2.2. I was able to pair it and run a Vehicle Health Report back in January. I've attached a screenshot from my account showing this. Thanks,Ron Edited February 29, 2016 by oz10k Quote Link to comment Share on other sites More sharing options...
FordIVTteam Posted March 1, 2016 Report Share Posted March 1, 2016 Were you able to get into the ADVANCED menu by following Shaay's instructions, Ron? It looks like your phone is a pre-paid type phone; is that correct? We tend not to test these types of phones since a lot of them have connection issues. However, that doesn't mean we can't get it working again. If you were able to perform the reset, please delete SYNC from your phone and try these pairing steps: http://owner.ford.com/how-tos/sync-technology/sync/phone-setup/how-to-reverse-pair-your-phone.html?sync=syncLet me know how it goes please!Rebecca Quote Link to comment Share on other sites More sharing options...
oz10k Posted March 1, 2016 Author Report Share Posted March 1, 2016 Hi Rebecca, Yes, I was able to do a Master Reset following Shaay's instructions! It is NOT a pre-paid phone. It's fairly popular unlocked phone I bought from Amazon and use with my T-Mobile account. Tonight I will delete SYNC from my phone and try the reverse pairing. Thanks for your help Rebecca! Ron FordIVTteam 1 Quote Link to comment Share on other sites More sharing options...
oz10k Posted March 2, 2016 Author Report Share Posted March 2, 2016 Hi Rebecca, Reverse pairing seems to have worked, thank you! Next, how can we get staff in the dealership service department trained so that they can provide acceptable service to Ford customers? Also, I did try running a vehicle health report. It seemed to go OK, but when it tried to send the report I got the message "vehicle health report cannot be submitted at this time". I did login to my owner.ford.com account and on the Keep Your Vehicle Healthy page I verified the correct phone number for running a health report. Ron Quote Link to comment Share on other sites More sharing options...
FordIVTteam Posted March 2, 2016 Report Share Posted March 2, 2016 You're welcome! When you get a chance, please PM me your VIN. I'd like to take a look at a few things for you. Rebecca Quote Link to comment Share on other sites More sharing options...
oz10k Posted March 3, 2016 Author Report Share Posted March 3, 2016 Hi Rebecca, I did send you my VIN. Let me know if there is any other information you need. Ron FordIVTteam 1 Quote Link to comment Share on other sites More sharing options...
FordIVTteam Posted March 4, 2016 Report Share Posted March 4, 2016 I just sent you a list of questions, Ron. :) We'll call it weekend homework, LOL!Rebecca Quote Link to comment Share on other sites More sharing options...
oz10k Posted March 7, 2016 Author Report Share Posted March 7, 2016 Hi Rebecca, I did PM you the answers. I tried again on my way home from work. Everything progresses fine. I see "Sending", then shortly after that it fails. I see the phone number it called, 888 796 2864. Then for 1 minute I hear what sounds a bit like the ringing of an unanswered phone. After 1 minute it stops and I see the messages "In Privacy" and "Call Ended". Hope that helps solve the mystery. Quote Link to comment Share on other sites More sharing options...
oz10k Posted March 22, 2016 Author Report Share Posted March 22, 2016 Hi Rebecca, I tried a VHR again yesterday, and I'm all the back to "Phone Disconnected". :sad: I thank you for all of your help, but I think I'm going to give-up. I never expected to use SYNC very much, and it just isn't worth the stress trying to get it to work. Ron Quote Link to comment Share on other sites More sharing options...
FordIVTteam Posted March 23, 2016 Report Share Posted March 23, 2016 Unfortunately, Ron, I do believe this is a phone issue and not a SYNC issue. If you ever get a chance to test a different phone, let me know. Also, I'm still looking into your other questions, and I'll get back with you on that a little later today. Rebecca Quote Link to comment Share on other sites More sharing options...
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