What should I do if I am having issues with SYNC voice commands?

If SYNC®* does not understand your voice commands, refer to the troubleshooting tips in this article.

Note: If your voice commands are working but you are having trouble with your connection, see the Why is my phone not connecting to SYNC? topic.

Step 1: Applying Basic Troubleshooting Tips

Important: 

  • Ensure your vehicle is parked, running, and in an open, well-ventilated, and safe area.
  • Ensure your vehicle's windows are up and the climate control is very low or off.
  • Ensure that Bluetooth® is off on any connected devices.

Select the symptom you are experiencing from the drop-down options below for possible solutions.

SYNC does not understand what I am saying.

  • Press the Voice icon. Wait until the tone sounds and "Listening" appears before saying a command. Any command spoken before this will not register.
  • Review the phone and media voice commands in your Owner's Manual to ensure you are using the correct voice commands.
  • Ensure that your SYNC software is up-to-date.

SYNC does not understand the name of a song or artist.

  • Review the media voice commands in your Owner's Manual to ensure you are using the correct voice commands.
  • Say the song or artist exactly as listed on your media device. If you say "Play Artist Prince," SYNC will not play music by Prince and the Revolution or Prince and the New Power Generation.
  • Make sure you are saying the complete title, such as "California remix featuring Jennifer Nettles."
  • Spell the title of a song if all the letters in a song title are capitalized (e.g., the song "LOLA" requires you to say "L-O-L-A").
  • Ensure you are not using special characters, such as +, -, =, and $ in the title, as SYNC will not recognize them.

SYNC does not understand or is calling the wrong contact when I want to make a call.

  • Review the phone voice commands in your Owner's Manual to ensure you are using the correct voice commands.
  • Ensure you say the contacts exactly as they are listed on your phone. If you save a contact as Joe Wilson, say, "Call Joe Wilson." If you save a contact using a nickname, say the nickname.
  • Have SYNC read the name to you, giving you some idea of the pronunciation SYNC is expecting. Using the SYNC phone menu: 
    1. Open your phonebook.
    2. Scroll to the name SYNC is having trouble understanding.
    3. Press the Speaker icon or the Hear It button to the left of the contact's name. SYNC will read you the name.
  • Do not use special characters, such as +, -, =, and $ in the contact name as SYNC will not recognize them.
  • Spell the name of the contact if all the letters are capitalized (e.g., "JAKE" requires you to say "Call J-A-K-E").

If you tried to use an approved voice command after applying the tips above and it does not work, continue to advanced troubleshooting.

Step 2: Advanced Troubleshooting of SYNC Voice Commands

Select your SYNC generation from the drop-down options below to continue with troubleshooting voice commands. If you need assistance determining the generation of your SYNC system, select the first drop-down option.

Identifying Your SYNC Generation

Select a resource in the table below to help you identify your vehicle's SYNC generation.

ResourceInstructions
SYNC and Navigation Updates page

Either:

Your SYNC generation will appear on the right side of the page under the SYNC Current Version heading.

SYNC Visual Reference GuideView example images of SYNC generations that Lincoln has offered.

SYNC 4

Perform the steps in order, and test after each step to see if the voice commands are working. 

  1. Perform a key cycle.
  2. Perform a module reset.

If the issue is not resolved, contact your preferred Lincoln Retailer.

SYNC 3

Important: SYNC voice commands will not work if you are using Android Auto or Apple CarPlay.

Perform the steps in order, and test after each step to see if the voice commands are working. 

  1. Perform a key cycle.
  2. Perform a module reset.
  3. Perform a master/factory reset.

If the issue is not resolved, contact your preferred Lincoln Retailer.

SYNC with MyLincoln Touch®

Perform the next few steps in order, and test after each step to see if the voice commands are working. 

  1. Perform a key cycle.
  2. Perform a module reset.
  3. Perform a master reset.

If the issue is not resolved, contact your preferred Lincoln Retailer.

SYNC Generation 1

Perform the next few steps in order, and test after each step to see if the voice commands are working. 

  1. Perform a key cycle.
  2. Reset your system to factory defaults.
    1. Press the Phone button on your vehicle's SYNC system.
    2. Scroll until "System Settings" appears on your radio display. You may have to select Return up to two times.
    3. Select OK.
    4. Scroll until "Advanced" appears on the radio display.
    5. Choose OK.
    6. Scroll until "Factory Default" appears on your radio display.
    7. Press OK.
    8. Select OK to confirm. "Reset Done" should appear on your radio display. SYNC will take you back to the Advanced Settings menu.
  3. Perform a module reset.
  4. Perform a master reset.

If the issue is not resolved, contact your preferred Lincoln Retailer.

Helpful SYNC Support Categories

If you need further assistance, please contact the Lincoln Client Relationship Center at 1-800-521-4140 or select Live Chat at the bottom right of lincoln.com/support.

Additional Information

How do I use voice commands with SYNC?
Why is my phone not connecting to SYNC?

*Do not drive while distracted or while using handheld devices. Use voice-operated systems when possible. Some features may be locked out while the vehicle is in gear.  Not all features are compatible with all phones.

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