Support>SYNC>Troubleshooting>Why is my phone not connecting to SYNC?

Why is my phone not connecting to SYNC®*?

If you are experiencing issues connecting (pairing) your cellular device to SYNC via Bluetooth®**, such as your device not always connecting when the vehicle starts or your device disconnecting randomly, follow the troubleshooting tips below.

If you are having trouble with a specific app like Android Auto™† or Apple CarPlay®††, see the What should I do if I am having issues with Android Auto? or What should I do if I am having issues with Apple CarPlay? topic.

Important: Ensure your vehicle's SYNC software is up-to-date.

Troubleshooting Apple Devices

If you are an Apple iOS†† device user, complete the Apple-specific directions in the dropdown below before starting any SYNC generation-specific troubleshooting. 

Apple iOS Device SYNC Reconnection (For All SYNC Generations)

If your device uses Apple iOS, perform these steps to connect to SYNC.

  1. Turn Bluetooth off and back on with your device.
  2. Restart your device.
  3. Unpair the vehicle's SYNC system on your device.
  4. Unpair your device and any other devices on your SYNC screen.
  5. Restart your vehicle and your device. 
  6. Pair and connect your device via Bluetooth.
  7. Update your device.
  8. Check for available SYNC updates and update your system if needed.

Notes:

  • SYNC does not support the Apple Watch.
  • The Lincoln Way®‡ App has a companion app for use with the Apple Watch. For more information, refer to the Apple Store and search for the Apple Watch App.

If issues are still present, proceed to the Troubleshooting Phone Connection Issues section.

Troubleshooting Phone Connection Issues

Select your SYNC generation from the drop-down options below for possible solutions to your Bluetooth connection issues.

Note: If you need assistance determining the generation of your SYNC system, select the first drop-down option. 

Identifying Your SYNC Generation

Two resources to help you identify your vehicle's SYNC generation are the:

Note: Your SYNC generation will appear on the right side of the page, under the “SYNC Current Version” heading.

SYNC 4

Perform the following troubleshooting steps in order, and check to see if the issue has been resolved after each step.

  1. Turn the Bluetooth off and on from your device.

  2. Connect the device via Bluetooth from the vehicle's SYNC menu. See Pairing a Phone with SYNC. 

    Note: If the connection works, perform a key cycle. If the phone automatically connects again, the issue is resolved. 

  3. Perform a Module Reset.
  4. Perform a key cycle.

  5. Delete the device from the vehicle's SYNC menu using manual steps or voice commands. See the table below for the steps:

    Manual Steps Voice Commands

    Complete these steps:

    1. Select Settings. 
    2. Tap Phone List. 
    3. Select the phone. 
    4. Tap the Delete symbol (trash can icon).
    5. Choose Yes. 

    Complete these steps:

    1. Press the Voice button. SYNC will ask for a command.
    2. Say: Delete <Name of Phone>. The screen will prompt for confirmation to delete.
    3. Press Delete.

     

  6. Delete SYNC from the device's Bluetooth menu using one of the options below:

    Device Instructions
    iPhone

    Complete these steps:

    1. Tap Settings. 
    2. Select Bluetooth.
    3. Press the "i" icon next to SYNC.
    4. Choose Forget this Device.

    Android

    Note: Android steps may vary. 

    Complete these steps:

    1. Tap Settings.
    2. Select Bluetooth. 

    3. Select the small "icon" next to SYNC. 

      Note: The "icon" will vary per device. 

    4. Choose Unpair or Delete. 
    All Other Devices Refer to the device's manual for instructions.

     

  7. Pair the Phone with SYNC.
  8. Delete the device from within the SYNC menu and delete SYNC from the device's Bluetooth menu.
  9. Perform a reverse pairing if the SYNC system allows it.

  10. Perform a soft reset on your device. See the table below for soft reset instructions:

    Device Soft Reset Instructions
    iPhone 8 or Newer

    Complete the steps:

    1. Press and quickly release the Volume Up button. 
    2. Press and quickly release the Volume Down button. 
    3. Press and hold the Side button until you see the "Apple logo."
    iPhone 7 or iPhone 7 Plus Press and hold both the Side and Volume Down buttons for at least 10 seconds until you see the "Apple logo."
    iPhone 6S and Earlier, iPad, iPod Touch Press and hold both the Home and the Top (or Side) buttons for at least 10 seconds until you see the "Apple logo."
    Non-iPhones with a Removable Battery Remove the battery for 20 seconds, and then replace it and start the phone.
    Non-iPhones without a Removable Battery

    Refer to the device manual for instructions. 

    Note: On most Android devices, press and hold the Power and Volume Down buttons at the same time for a soft reset.

     

  11. Check for available SYNC updates. 

If issues are still present, contact your preferred Lincoln Retailer.

SYNC 3

Perform the following troubleshooting steps in order, and check to see if the issue has been resolved after each step.

  1. Turn the Bluetooth off and on from your device.

  2. Connect the device via Bluetooth from the vehicle's SYNC menu. See Pairing a Phone with SYNC. 

    Note: If the connection works, perform a key cycle. If the phone automatically connects again, the issue is resolved. 

  3. Perform a Module Reset.
  4. Perform a key cycle.

  5. Delete the device from the vehicle's SYNC menu using manual steps or voice commands. See the table below for steps:

    Manual Steps Voice Commands

    Complete these steps:

    1. Select Settings. 
    2. Tap Bluetooth. 
    3. Select View Devices. 
    4. Select the phone.
    5. Choose Delete. 

    Complete these steps:

    1. Press the Voice button. SYNC will ask for a command.
    2. Say: Delete <Name of Phone>. The screen will prompt for confirmation to delete.
    3. Press Delete.

     

  6. Delete SYNC from the device's Bluetooth menu using one of the options below:

    Device Instructions
    iPhone

    Complete these steps:

    1. Tap Settings. 
    2. Select Bluetooth.
    3. Press the "i" icon next to SYNC.
    4. Choose Forget this Device.

    Android

    Note: Android steps may vary. 

    Complete these steps:

    1. Tap Settings.
    2. Select Bluetooth. 

    3. Select the small "icon" next to SYNC. 

      Note: The "icon" will vary per device. 

    4. Choose Unpair or Delete. 
    All Other Devices Refer to the device's manual for instructions.

     

  7. Pair the Phone with SYNC.
  8. Delete the device from within the SYNC menu and delete SYNC from the device's Bluetooth menu.
  9. Perform a reverse pairing if the SYNC system allows it.

  10. Perform a soft reset on your device. See the table below for soft reset instructions:

    Device Soft Reset Instructions
    iPhone 8 or Newer

    Complete these steps:

    1. Press and quickly release the Volume Up button. 
    2. Press and quickly release the Volume Down button. 
    3. Press and hold the Side button until you see the "Apple logo."
    iPhone 7 or iPhone 7 Plus Press and hold both the Side and Volume Down buttons for at least 10 seconds until you see the "Apple logo."
    iPhone 6S and Earlier, iPad, iPod Touch Press and hold both the Home and the Top (or Side) buttons for at least 10 seconds until you see the "Apple logo."
    Non-iPhones with a Removable Battery Remove the battery for 20 seconds, and then replace it and start the phone.
    Non-iPhones without a Removable Battery

    Refer to the device manual for instructions. 

    Note: On most Android devices, press and hold the Power and Volume Down buttons at the same time for a soft reset.

     

  11. Check for available SYNC updates. 

If issues are still present, contact your preferred Lincoln Retailer.

SYNC with MyLincoln Touch®

Perform the following troubleshooting steps in order, and check to see if the issue has been resolved after each step.

  1. Turn the Bluetooth off and on from your device.

  2. Connect the device via Bluetooth from the vehicle's SYNC menu. See Pairing a Phone with SYNC. 

    Note: If the connection works, perform a key cycle. If the phone automatically connects again, the issue is resolved. 

  3. Perform a Module Reset.
  4. Perform a Master Reset.
  5. Perform a key cycle.

  6. Delete the device from the vehicle's SYNC menu using manual steps or voice commands. See the table below for steps:

    Manual Steps Voice Commands

    Complete these steps:

    1. Tap the Gears icon. 
    2. Select Settings. 
    3. Tap Phone. 
    4. Select Bluetooth. 
    5. Select the phone.
    6. Choose Delete. 

    Complete these steps:

    1. Press the Voice button. SYNC will ask for a command.
    2. Say: Delete <Name of Phone>. The screen will prompt for confirmation to delete.
    3. Press Delete.

     

  7. Delete SYNC from the device's Bluetooth menu using one of the options below:

    Device Instructions
    iPhone

    Complete these steps:

    1. Tap Settings. 
    2. Select Bluetooth.
    3. Press the "i" icon next to SYNC.
    4. Choose Forget this Device.

    Android

    Note: Android steps may vary. 

    Complete these steps:

    1. Tap Settings.
    2. Select Bluetooth. 

    3. Select the small "icon" next to SYNC. 

      Note: The "icon" will vary per device. 

    4. Choose Unpair or Delete. 
    All Other Devices Refer to the device's manual for instructions.

     

  8. Pair the Phone with SYNC.
  9. Delete the device from within the SYNC menu and delete SYNC from the device's Bluetooth menu.
  10. Perform a reverse pairing if the SYNC system allows it.

  11. Perform a soft reset on your device. See the table below for soft reset instructions:

    Device Soft Reset Instructions
    iPhone 8 or Newer

    Complete these steps:

    1. Press and quickly release the Volume Up button. 
    2. Press and quickly release the Volume Down button. 
    3. Press and hold the Side button until you see the "Apple logo."
    iPhone 7 or iPhone 7 Plus Press and hold both the Side and Volume Down buttons for at least 10 seconds until you see the "Apple logo."
    iPhone 6S and Earlier, iPad, iPod Touch Press and hold both the Home and the Top (or Side) buttons for at least 10 seconds until you see the "Apple logo."
    Non-iPhones with a Removable Battery Remove the battery for 20 seconds, and then replace it and start the phone.
    Non-iPhones without a Removable Battery

    Refer to the device manual for instructions. 

    Note: On most Android devices, press and hold the Power and Volume Down buttons at the same time for a soft reset.

     

  12. Check for available SYNC updates. 

If issues are still present, contact your preferred Lincoln Retailer.

SYNC Generation 1.1

Perform the following troubleshooting steps in order, and check to see if the issue has been resolved after each step.

  1. Turn the Bluetooth off and on from your device.

  2. Connect the device via Bluetooth from the vehicle's SYNC menu. See Pairing a Phone with SYNC. 

    Note: If the connection works, perform a key cycle. If the phone automatically connects again, the issue is resolved. 

  3. Perform a Module Reset.
  4. Perform a key cycle.

  5. Delete the device from the vehicle's SYNC menu using manual steps or voice commands. See the table below for steps:

    Manual Steps Voice Commands

    Complete these steps:

    1. Tap Phone. 
    2. Select BT Devices. 
    3. Select the phone.
    4. Choose Delete. 

    Complete these steps:

    1. Press the Voice button. SYNC will ask for a command.
    2. Say: Delete <Name of Phone>. The screen will prompt for confirmation to delete.
    3. Press Delete.

     

  6. Delete SYNC from the device's Bluetooth menu using one of the options below:

    Device Instructions
    iPhone

    Complete these steps:

    1. Tap Settings. 
    2. Select Bluetooth.
    3. Press the "i" icon next to SYNC.
    4. Choose Forget this Device.

    Android

    Note: Android steps may vary. 

    Complete these steps:

    1. Tap Settings.
    2. Select Bluetooth. 

    3. Select the small "icon" next to SYNC. 

      Note: The "icon" will vary per device. 

    4. Choose Unpair or Delete. 
    All Other Devices Refer to the device's manual for instructions.

     

  7. Pair the Phone with SYNC.
  8. Delete the device from within the SYNC menu and delete SYNC from the device's Bluetooth menu.
  9. Perform a reverse pairing if the SYNC system allows it.

  10. Perform a soft reset on your device. See the table below for soft reset instructions:

    Device Soft Reset Instructions
    iPhone 8 or Newer

    Complete these steps:

    1. Press and quickly release the Volume Up button. 
    2. Press and quickly release the Volume Down button. 
    3. Press and hold the Side button until you see the "Apple logo."
    iPhone 7 or iPhone 7 Plus Press and hold both the Side and Volume Down buttons for at least 10 seconds until you see the "Apple logo."
    iPhone 6S and Earlier, iPad, iPod Touch Press and hold both the Home and the Top (or Side) buttons for at least 10 seconds until you see the "Apple logo."
    Non-iPhones with a Removable Battery Remove the battery for 20 seconds, and then replace it and start the phone.
    Non-iPhones without a Removable Battery

    Refer to the device manual for instructions. 

    Note: On most Android devices, press and hold the Power and Volume Down buttons at the same time for a soft reset.

     

  11. Check for available SYNC updates. 

If issues are still present, contact your preferred Lincoln Retailer.

SYNC Generation 1

Perform the following troubleshooting steps in order, and check to see if the issue has been resolved after each step.

  1. Turn the Bluetooth off and on from your device.

  2. Connect the device via Bluetooth from the vehicle's SYNC menu. See Pairing a Phone with SYNC. 

    Note: If the connection works, perform a key cycle. If the phone automatically connects again, the issue is resolved. 

  3. Perform a Module Reset.
  4. Perform a Master Reset.
  5. Perform a key cycle.

  6. Delete the device from the vehicle's SYNC menu using manual steps or voice commands. See the table below for steps:

    Manual Steps Voice Commands

    Complete these steps:

    1. Tap Phone. 
    2. Select Return.
    3. Select Bluetooth.  
    4. Choose Delete. 
    5. Select either All for all phones or the phone you wish to delete. 

    Complete these steps:

    1. Press the Voice button. SYNC will ask for a command.
    2. Say: Delete <Name of Phone>. The screen will prompt for confirmation to delete.
    3. Press Delete.

     

  7. Delete SYNC from the device's Bluetooth menu using one of the options below:

    Device Instructions
    iPhone

    Complete these steps:

    1. Tap Settings. 
    2. Select Bluetooth.
    3. Press the "i" icon next to SYNC.
    4. Choose Forget this Device.

    Android

    Note: Android steps may vary. 

    Complete these steps:

    1. Tap Settings.
    2. Select Bluetooth. 

    3. Select the small "icon" next to SYNC. 

      Note: The "icon" will vary per device. 

    4. Choose Unpair or Delete. 
    All Other Devices Refer to the device's manual for instructions.

     

  8. Pair the Phone with SYNC.
  9. Delete the device from within the SYNC menu and delete SYNC from the device's Bluetooth menu.
  10. Perform a reverse pairing if the SYNC system allows it.

  11. Perform a soft reset on your device. See the table below for soft reset instructions:

    Device Soft Reset Instructions
    iPhone 8 or Newer

    Complete these steps:

    1. Press and quickly release the Volume Up button. 
    2. Press and quickly release the Volume Down button. 
    3. Press and hold the Side button until you see the "Apple logo."
    iPhone 7 or iPhone 7 Plus Press and hold both the Side and Volume Down buttons for at least 10 seconds until you see the "Apple logo."
    iPhone 6S and Earlier, iPad, iPod Touch Press and hold both the Home and the Top (or Side) buttons for at least 10 seconds until you see the "Apple logo."
    Non-iPhones with a Removable Battery Remove the battery for 20 seconds, and then replace it and start the phone.
    Non-iPhones without a Removable Battery

    Refer to the device manual for instructions. 

    Note: On most Android devices, press and hold the Power and Volume Down buttons at the same time for a soft reset.

     

  12. Check for available SYNC updates. 

If issues are still present, contact your preferred Lincoln Retailer.

If you need further assistance, contact Lincoln Concierge at 1-800-521-4140 or by selecting Live Chat at the bottom right of lincoln.com/support.

Additional Information

How do I check for SYNC updates?
How do I perform a key cycle on my Lincoln?
How do I remove a paired device from SYNC?
How do I pair my phone with SYNC?
How do I reverse pair a phone with SYNC?

*Don’t drive while distracted. Use voice-operated systems when possible; don’t use handheld devices while driving. Some features may be locked out while the vehicle is in gear. Not all features are compatible with all phones.

**The Bluetooth word mark is a trademark of the Bluetooth SIG, Inc. 

†Android and Android Auto are trademarks of Google LLC.

††Apple, Apple CarPlay, iOS, and iPhone are trademarks of Apple Inc., registered in the U.S. and other countries.

‡The Lincoln Way App, compatible with select smartphone platforms, is available via a download. Message and data rates may apply.