What version of sync are you running? The latest version is 5.11. If it's under that number an upgrade should fix the problem, it worked for me. My Ford Everest 2016 was 5.7. it was working fine then stopped one day. A reset of the phone and sync system didn't fix it. I found an update on the US Ford site that was about 780mb, it took about 25 mins to install with the car running. I registered an F150 vin I found that had sync 1, then it allowed me to download an update. Even though it said the update was 5.8 it upgraded to 5.11. Hope this helps.
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