No SYNC Maps or Navigation

[doublehoya]

Hi all - has anyone encountered a bug where the SYNC system has neither navigation nor maps? When I picked the car up at the dealer and was doing my checkout and initial setup, I had synced my iphone and was using Carplay. Everything else worked fine (other than known issues like the SiriusXM preset bug, etc). Used Apple Maps to navigate home and didn't notice any issue until I got home, when I realized that there was no SYNC map display, no way to input destinations, no POIs were displayed, etc. Called the dealer and took it back the next day - and the service department is absolutely baffled. They have tried everything up to and including a master reset, but have no clue what to do next They can't get maps to download via wifi or to install manually via SD card. I believe that they have now escalated to Ford, but they aren't being very communicative with me (although that may be because there's no news & they don't have any answers yet). I'm obviously disappointed that I bought my sweet new First Edition a week ago and have only driven it home and back to the dealer, but the dealer doesn't seem to have the same sense of, shall we say, urgency that I do about it.

If it's truly a software or hardware bug that hasn't cropped up frequently (or ever), I do get that it's going to take some time to figure out (the downside of being an early adopter, I suppose)- was just wondering if anyone had seen this before. Is there any way to get in touch with someone at Ford who might be able to help, or is it better to just let the dealer work the process?

As an aside, this is my second Mach-E! I bought one for my wife (ordered July 2020, picked up in early April- Premium ER RWD, Infinite Blue) and in the time it took me to drive home from the dealer in South Jersey that I bought it from, I loved it so much that I got one for me (found a Red First Edition closer to home). My wife's car is of course rock solid (other than known issues), and mine's the one with the problem; I'm hopeful that it will get resolved soon so I can start enjoying mine, but patience is not one of my virtues...

Any suggestions, ideas etc. would be much appreciated - have really enjoyed the forums; just wish my first post was on a happier subject!

Thanks!

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[BMT1071]

Hi all - has anyone encountered a bug where the SYNC system has neither navigation nor maps? When I picked the car up at the dealer and was doing my checkout and initial setup, I had synced my iphone and was using Carplay. Everything else worked fine (other than known issues like the SiriusXM preset bug, etc). Used Apple Maps to navigate home and didn't notice any issue until I got home, when I realized that there was no SYNC map display, no way to input destinations, no POIs were displayed, etc. Called the dealer and took it back the next day - and the service department is absolutely baffled. They have tried everything up to and including a master reset, but have no clue what to do next They can't get maps to download via wifi or to install manually via SD card. I believe that they have now escalated to Ford, but they aren't being very communicative with me (although that may be because there's no news & they don't have any answers yet). I'm obviously disappointed that I bought my sweet new First Edition a week ago and have only driven it home and back to the dealer, but the dealer doesn't seem to have the same sense of, shall we say, urgency that I do about it.

If it's truly a software or hardware bug that hasn't cropped up frequently (or ever), I do get that it's going to take some time to figure out (the downside of being an early adopter, I suppose)- was just wondering if anyone had seen this before. Is there any way to get in touch with someone at Ford who might be able to help, or is it better to just let the dealer work the process?

As an aside, this is my second Mach-E! I bought one for my wife (ordered July 2020, picked up in early April- Premium ER RWD, Infinite Blue) and in the time it took me to drive home from the dealer in South Jersey that I bought it from, I loved it so much that I got one for me (found a Red First Edition closer to home). My wife's car is of course rock solid (other than known issues), and mine's the one with the problem; I'm hopeful that it will get resolved soon so I can start enjoying mine, but patience is not one of my virtues...

Any suggestions, ideas etc. would be much appreciated - have really enjoyed the forums; just wish my first post was on a happier subject!

Thanks!

I'd ask the dealer to give you the car back and give you a call when they have a fix figured out. It's likely just sitting in their lot while they wait for direction from Ford.

 

[Bmz761]

Hello! I am having this same issue, did you find a resolution to the problem?

 

[benk016]

My car has the navigation, and it works, but the maps are blank. I have a service appointment finally next week for them to investigate. I suspect the APIM just needs reflashed, or the map files re-installed. Which is all something I could have done myself with Sync3 all the files are available to do that.

Once I get any progress on this, i'll update my thread here:
https://www.macheforum.com/site/threads/nav-not-showing-roads.4365/


Here is my view. The base map is there, but the street level is missing.

 

[TruWrecks]

Rebooting SYNC usually fixes the issue. Hold OK and Previous Track until the screen turns off.

 

[doublehoya]

You had more on your screen than I did- I just had a black screen, with no GPS, maps or nav function. However, I am happy to report that after 8 weeks (and one snotty lawyer's threatening letter, which I was able to do myself after reviewing NY's lemon law (as much as I hate to adopt the snotty lawyer persona)), I was finally able to get it resolved. Ford had to send a service tech out to the dealer and they re-flashed the entire SYNC system. It now works- I have both GPS and full nav, although it continues to have the entire suite of known SYNC issues.

As much as I love that car, it's unfortunate that it took (i) my driving the car back to the dealer (with my wife in her (working) Mach-E so I had a ride home) to leave the car, hand over the keys to my service rep and tell him I was proceeding under the lemon law (his response was classic - "I'm not surprised."), and (ii) a formal demand letter to both the dealer and Ford Legal that they repurchase the car under the lemon law, in order to get them to do something about the problem.

Once I did that, everyone suddenly sat up, paid attention and asked how they could help me- and the problem was resolved inside of 10 days. I do believe that the service dept at the dealer was in over its head - it's still a new model, with new tech etc., but they should have been significantly more pro-active about reaching out to Ford for help. Once I personally escalated it to Ford after raising hell, the problem was solved. They still don't know what was wrong, but re-flashing the SYNC operating system/ROM worked. And to Ford's credit, the folks at the escalated customer relations team were very helpful and worked to get the problem solved quickly once they were made aware of it - I'm still not sure that the dealer ever did anything other than go up the usual service channels, which clearly weren't up to speed on the Mach-E. Anyway, all's well that ends well, I suppose...

I hate to say it, but it might be that those of us with issues just have to scream and stomp our feet to get any action- throwing a tantrum sucks, but it was certainly effective!

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