Infotainment Screen went black while driving.

[tugger50]

Day before yesterday got in the truck and a totally different screen came up with the black color and a different display of the song and even an album cover pic on the side. Just figured that sync updated overnight. The new screen is much better to me.

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[Dr. Zaius]

....and it rebooted with a brand new UI.

Day before yesterday got in the truck and a totally different screen came up with the black color and a different display of the song and even an album cover pic on the side. Just figured that sync updated overnight. The new screen is much better to me.

Can either of you grab a pic of the new screen?

Mine came up with the same screen after the updates.

 

[JoeG]

This happened to me today. I was on a 2 hr drive in my 2019 to a work project near nowhere, way off of the interstate. Using Sync 3.4 and Android Auto with google maps for navigation.

Screen went black, and stayed that way for a while. Then after several minutes, the Ford logo appeared, and Sync 4 starts up.

Android Auto does not work at all, now. Restarted a number of times, no change. ?

Updates SHOULD NOT happen while driving!

I've had the Sync auto update on since I found out about it, probably a year ago. I've tried the manual "check for updates" many times and nothing happened. Truck has has wifi access to my home network, and my Samsung phone is connected by USB on just about every drive.

Today, it updates on its own in the middle of a drive and now no Android Auto at all!

I'm not at all happy!!! ?

 

[BGRanger]

Thinkinking it over, in my case I think it updated from 3.3 to 3.4 in my driveway. Then it went black while driving, and I needed to stop and do the reset to finish the update

 

[Tom_C]

Thinkinking it over, in my case I think it updated from 3.3 to 3.4 in my driveway. Then it went black while driving, and I needed to stop and do the reset to finish the update

Right. I did mine via USB, but it will go black during the update. If it downloaded via wifi and finished while the truck was off, then it will probably start the update when the car is started next, and then may reboot a few times. Hoping the guy above gets his AA back after it settles out.

 

[dtech]

Went out this am and the radio wasn't working, no sound - when I turned the volume knob it displayed the level, changed stations and still no sound.

When I finished shopping and restarted though it worked fine - could it have been updating sync or is it just acting flaky ?

 

[Tom_C]

could it have been updating sync or is it just acting flaky ?

Yes.

I have no idea, but it was probably still updating, and yet there is no doubt it is flakey.

 

[SymChris]

Went out this am and the radio wasn't working, no sound - when I turned the volume knob it displayed the level, changed stations and still no sound.

When I finished shopping and restarted though it worked fine - could it have been updating sync or is it just acting flaky ?

Were you using Sirius or just regular radio? Sirius does updates over the air themselves and would do the same thing (no sound while updating).

And I do notice when Sirius updates it’s always on startup, but usually only takes a minute or so…

 

[dtech]

Were you using Sirius or just regular radio? Sirius does updates over the air themselves and would do the same thing (no sound while updating).

And I do notice when Sirius updates it’s always on startup, but usually only takes a minute or so…

it was Sirius, have had updates in the past but they have been brief - 30 secs or so, this sound out was around 10 minutes well into the trip.

 

[chamackO]

Mine happened this week when I was pulling away from my mother's house. I had just plugged in my iPhone. I don't think it was connected to any wifi. Remained in black screen mode until I got back to my place. Turned off the truck for a minute. Restarted just fine. The scary part was that the camera didn't come on when I was in reverse. I checked to see if the truck was connected my wifi... it was not. Still says 3.4 version.

 

[JoeG]

Update from last Thursday -

I didn't do anything with it on Friday. I called 800-336-0486 as per the FordPass app over the weekend. They couldn't help, said that I needed to call In Vehicle Tech at 800-392-3673. IVT is open M-F 0800-2300 Eastern time. So I called after work today. I gave the person a quick update of what happened. He verified that my Sync version 3.4 is the current one. The tech person led me through some troubleshooting. It went nowhere. At one point, he insisted that I change my USB cable! ? I had to go rummage around in the house for a bit to find one. Made no difference, of course!

I repeated that the only change was the Sync update to 3.4. I didn't change anything on the truck or the phone.

And I had to give them every piece of info on me and the vehicle again! Name, address, phone, email, VIN, mileage, etc. Linked databases? No!

He said that he can't troubleshoot any more, and that he had to elevate and gave me a case #. I should get a call in 5-7 days...

Not happy! Grrrrr!

 

[alcohenusa]

Update from last Thursday -

I didn't do anything with it on Friday. I called 800-336-0486 as per the FordPass app over the weekend. They couldn't help, said that I needed to call In Vehicle Tech at 800-392-3673. IVT is open M-F 0800-2300 Eastern time. So I called after work today. I gave the person a quick update of what happened. He verified that my Sync version 3.4 is the current one. The tech person led me through some troubleshooting. It went nowhere. At one point, he insisted that I change my USB cable! ? I had to go rummage around in the house for a bit to find one. Made no difference, of course!

I repeated that the only change was the Sync update to 3.4. I didn't change anything on the truck or the phone.

And I had to give them every piece of info on me and the vehicle again! Name, address, phone, email, VIN, mileage, etc. Linked databases? No!

He said that he can't troubleshoot any more, and that he had to elevate and gave me a case #. I should get a call in 5-7 days...

Not happy! Grrrrr!

I would try a hard reset on Sync. You can pull the fuse or disconnect the battery. Check the owners manual for what you can expect if you disconnect the battery (I think it is under changing the 12 volt battery).

 

[JoeG]

Another update.

They didn't call like they said they would. They sebt an email with some things to try. I didn't do a couple like "Master Reset" because I didn't know what I would lose! Tried the rest, no change at all that I could see.

Here is the email and responses:

Based on the information provided in the notes for you case there was an issue resulting from an Over The Air software update. On my end the vehicle does not yet show up to date. Can you confirm the current Sync version in your Settings>General>About Sync>Sync Version and Build Number please?

Sync 3 V3.4 Build21020_PRODUCT (screenshot below)

Often a soft reset to the phone will resolve many issues. This would be holding the down volume button and the power key on the phone until the Samsung logo appears.

Holding down the keys didn't do it. I selected "restart" once and shut down completely and restarted. Nothing changed


Performing a Master Reset on the vehicle sets the system to its factory defaults, Settings>General>Master Reset

Not willing to do this. I don't know what I'll lose.

If the issue still exist...I do have a few suggestions that may resolve the issueon the phone)

Clear Cache
Clearing the system cache can help to resolve issues and improve the performance of your phone by removing temporary files associated with the Android operating system. This process will not delete your files or settings. The first instructions are for a specific app and the second instructions are for the entire phone.

Android - Clear App Cache
1. From a Home screen, swipe up or down from the center of the display to access the apps screen. These instructions only apply to Standard mode and the default Home screen layout.
2. Navigate: Settings. > Apps.
3. Locate then select the appropriate app. ...
4. Tap Storage.
5. Tap Clear cache

Did this, no change.

How to clear the entire cache on a Android
1. Start the Settings app.
2. Tap "Device care."
3. On the Device care page, tap "Storage." ...
4. Tap "Clean Now." The button will also indicate how much storage space you will reclaim after the cache is cleared.

Won't do this until I understand what will be lost


Force Stop
It might stop responding to certain events, it might get stuck in some kind of loop or it might just start doing unpredictable things. In such cases, the app might need to be killed off and then restarted. That is what Force Stop is for, it basically kills off the Linux process for the app and cleans up the mess!

Android- Stop Running Apps
1. From a Home screen, swipe up or down from the center of the display to access the apps screen. ...
2. Settings. ...
3. Ensure All is selected (upper-left). ...
4. Locate then select the appropriate app. ...
5. Tap Force stop.
6. To confirm, review the message then tap OK.

Did this, no change.

Permissions- (the mobile apps will not operate if all permissions are not enabled)
Samsung's App Permission Monitor is one of the headline features of Samsung's implementation of Android 8.0 Oreo, and it works by notifying users when an app accesses resources, sensors, or permissions (like your phone's camera or microphone) as a background process.

On Android 10 Samsung Galaxy S9 Not sure what to do.

Notes:

• Downloaded apps designed for Android™ 6.0 (Marshmallow) and up only ask for permission the first time you use a feature rather than asking for permissions out of context.
• Turning off certain permissions may result in basic features no longer working as intended.

1. From a Home screen, swipe up or down from the center of the display to access the apps screen.

These instructions only apply to Standard mode and the default Home screen layout.
2. Navigate: Settings

> Apps.
3. Ensure All is selected (upper-left).

If necessary, tap the Dropdown icon

(upper-left) then select All.
4. Locate then select the appropriate app.

If system apps aren't visible, tap the Menu icon

(upper-right) > Show system apps.
5. From the 'App settings' section, perform one of the following:
o To allow an app permission:
1. If available, tap Permissions.
2. From the 'Denied' section, tap an available permission (e.g., Contacts, Location, etc.).
3. Tap Allow.
4. Tap the left arrow icon

(upper-left) to return to App permissions.

No permissions listed as denied.

Ensure Android Auto app is up to date- What version do you have?

On Android 10, Security patch level Mar 1 2021. Samsung Galaxy S9. Dated 13 April 2021, Checked, no update available

Delete and Reinstall Android Auto app

No. What do I lose?

Test a different phone if there is one available to determine if the issue is isolated to the phone or the Sync system.

None available. Not permitted to connect work phone.


The issue is still unresolved. PLEASE CALL ME AT XXX-XXX-XXXX! I want to talk to a real person!

Joe

 

[JoeG]

Yet another update. To my great surprise, a live human being actually called as per the request in my email! ?Her name was Emma IIRC, and she provided some details about what the master reset and AA uninstall would do, and I felt comfortable with this.
So, I tried the following, with no visible change to me:

- I updated AA on the phone
- I started the truck and plugged in the phone (USB)

No change

- I unplugged the phone
- Did a master reset on the truck
- Sync 3.4 booted up after a bit
- I paired the phone to the truck via a PIN
- It downloaded contacts

I unplugged the phone

- I tried to uninstall AA. I went to the Google Play Store, found AA and hit the remove button. It did not disappear. There was a button prompting me to update AA
- AA was still on the phone, also

I shut down and restated the phone, no change.

On Sync, I have a button for AA under settings. If I hit the button, it brings up a screen with three lines:
- AA Auto (on/off button) on
- Show on connect (on/off button) on
- Remove Samsung phone.

Please give me a call this evening or tomorrow when you can.

Thanks

Joe

She was very understanding and helpful, and I'm optimistic (for once) that this will continue.

 

[Curtis]

Have you tried this?

https://www.ranger5g.com/forum/threads/fyi-how-to-reboot-sync-3-when-it-gets-frozen.1989/

Thank you! This fixed my sync 3 blank screen/frozen screen issue. Mine problem started with plugging in my iPhone 13 Pro to charge. I noticed the sync 3 screen go out. Still had sound but no way of controlling anything. Looked for solution on this forum and found this link…fixed everything!!!

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