SA-065-17
Service Bulletin Details
Public Details for: SA-065-17
Use the symptom troubleshooting tables below to diagnose mazda connect concerns. Mazda connect symptom troubleshooting table sections: audio system, bluetooth, center display, dtc, i-activesense, maintenance monitor, navigation, noise, reb
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Service Alert Mazda North American Operations Irvine, CA 92618-2922 Subject: SYMPTOM TROUBLESHOOTING TABLE [ MAZDA CONNECT ] Service Alert No.: SA-065/17 Last Issued: 08/10/2017 DESCRIPTION Use the symptom troubleshooting tables below to diagnose MAZDA CONNECT concerns. REPAIR PROCEDURE MAZDA CONNECT Symptom Troubleshooting Table Sections Audio System Bluetooth® Center Dislay DTC i-ACTIVESENSE Maintenance Monitor Navigation Noise Reboot / Frozen Screen / Slow Response USB / Aux Voice Command Audio System Symptom Solution Link In order to do a CMU data retrieval for the new MAZDA CONNECT software, make sure to use version 31 SA048/17 Contact information cannot be Install latest software update Version 55.00.760 or later loaded correctly from phones other to minimize symptom. than iPhone 09017/17 Install latest software update Version 55.00.760 or later to fix symptom. 09017/17 Cannot perform CMU data retrieval Favorites disappear Page 1 of 8 CONSUMER NOTICE: The information and instructions in this bulletin are intended for use by skilled technicians. Mazda technicians utilize the proper tools/ equipment and take training to correctly and safely maintain Mazda vehicles. These instructions should not be performed by “do-it-yourselfers.” Customers should not assume this bulletin applies to their vehicle or that their vehicle will develop the described concern. To determine if the information applies, customers should contact their nearest authorized Mazda dealership. Mazda North American Operations reserves the right to alter the specifications and contents of this bulletin without obligation or advance notice. All rights reserved. No part of this bulletin may be reproduced in any form or by any means, electronic or mechanical---including photocopying and recording and the use of any kind of information storage and retrieval system ---without permission in writing. © 2017 Mazda North American Operations, U.S.A. Service Alert No.: SA-065/17 Last Issued: 08/10/2017 Pandora Radio issues Install latest software update Version 55.00.760 or later to minimize symptom. 09017/17 Some menu of music source selection is grayed out Install latest software update Version 55.00.760 or later to minimize symptom. 09017/17 Text information of HD radio is not displayed when switching music source Install latest software update Version 55.00.760 or later to fix symptom. 09017/17 No audio sound Go to Workshop Manual troubleshooting NO SOUND OUTPUT IN ALL MODES [ENTERTAINMENT SYSTEM [WITH WSM CENTER DISPLAY]] No CD sound Go to Workshop Manual troubleshooting NO CD SOUND OUTPUT [ENTERTAINMENT SYSTEM [WITH CENTER DISPLAY]] WSM Bluetooth® Symptom Solution Link Bluetooth® device disconnects Install latest software update Version 59.00.502 or later to improve symptom. 09017/17 Bluetooth® connection error with internet radio applications Install latest software update Version 59.00.502 or later to minimize symptom. 09017/17 Bluetooth® pairing procedure Go to Workshop Manual troubleshooting Bluetooth® PAIRING PROCEDURE WSM Bluetooth® shows connected but no sound Go to Workshop Manual troubleshooting NO Bluetooth® AUDIO AND INTERNET RADIO SOUND WSM [ENTERTAINMENT SYSTEM [WITH CENTER DISPLAY]] Bluetooth® phone compatiblity Go to Mazdausa.com MUSA iPhone disconnects Install latest software update Version 59.00.502 or later to improve symptom. 09017/17 iPhone name not displayed Install latest software update Version 59.00.502 or later to fix symptom. 09017/17 Paired BT device will not connect. Removing the paired BT device from the vehicle (but Install latest software update Version 55.00.760 not the vehicle from the phone) results in or later to minimize symptom. an endless “Deleting” message. 09017/17 SMS text message function does not show in center display MT021/15 SMS (Short Message Service) messages received by paired phones (Android and iPhone 5 iOS 7.0 Page 2 of 8 CONSUMER NOTICE: The information and instructions in this bulletin are intended for use by skilled technicians. Mazda technicians utilize the proper tools/ equipment and take training to correctly and safely maintain Mazda vehicles. These instructions should not be performed by “do-it-yourselfers.” Customers should not assume this bulletin applies to their vehicle or that their vehicle will develop the described concern. To determine if the information applies, customers should contact their nearest authorized Mazda dealership. Mazda North American Operations reserves the right to alter the specifications and contents of this bulletin without obligation or advance notice. All rights reserved. No part of this bulletin may be reproduced in any form or by any means, electronic or mechanical---including photocopying and recording and the use of any kind of information storage and retrieval system ---without permission in writing. © 2017 Mazda North American Operations, U.S.A. Service Alert No.: SA-065/17 Last Issued: 08/10/2017 or higher) can be downloaded, displayed, and played (text to voice) When using the call button on the cell Install latest software update Version 55.00.760 phone to make a call, the call sound is short or later to fix symptom. 09017/17 Wrong phone connected MAZDA CONNECT bluetooth will connect all profiles to devices in order of priority if the last device is not available. SA063/17 Cannot pair smart phone Go to Workshop Manual troubleshooting Bluetooth® PAIRING NOT POSSIBLE [ENTERTAINMENT SYSTEM [WITH CENTER DISPLAY]] WSM No audio sound from Bluetooth® Go to Workshop Manual troubleshooting NO Bluetooth® AUDIO AND INTERNET RADIO SOUND WSM [ENTERTAINMENT SYSTEM [WITH CENTER DISPLAY]] Smart phone does not reconnect Go to Workshop Manual troubleshooting AUTOMATIC Bluetooth® CONNECTION NOT POSSIBLE WSM Center Display Symptom Solution Link Hot temperature warning message "Display is too Hot. Screen performance may be decreased until it cools" warning message displays when screen temperature is above 176 degrees Fahrenheit (80 degrees Celsius). This is a normal screen protection function. MT015/17 Warning guidances are displayed both for LDWS and HBC (CX-3 with LDWS and without HBC only) Install latest software update Version 59.00.330 or later to fix symptom. 09017/17 Rear view monitor does not show up on screen Install latest software update Version 55.00.760 or later to fix symptom. 09017/17 Rear view monitor is blurry This may be caused by an aftermarket accessory device. Some aftermarket electrical devices (e.g., an accessory cell phone charger) may create excessive electrical noise. The noise may interrupt some of the vehicle electrical systems. MT026/16 Rear view monitor is inoperative Go to Workshop Manual troubleshooting REAR MOUNT CAMERA IMAGE NOT OUTPUT [ENTERTAINMENT SYSTEM [WITH CENTER DISPLAY]] WSM Page 3 of 8 CONSUMER NOTICE: The information and instructions in this bulletin are intended for use by skilled technicians. Mazda technicians utilize the proper tools/ equipment and take training to correctly and safely maintain Mazda vehicles. These instructions should not be performed by “do-it-yourselfers.” Customers should not assume this bulletin applies to their vehicle or that their vehicle will develop the described concern. To determine if the information applies, customers should contact their nearest authorized Mazda dealership. Mazda North American Operations reserves the right to alter the specifications and contents of this bulletin without obligation or advance notice. All rights reserved. No part of this bulletin may be reproduced in any form or by any means, electronic or mechanical---including photocopying and recording and the use of any kind of information storage and retrieval system ---without permission in writing. © 2017 Mazda North American Operations, U.S.A. Service Alert No.: SA-065/17 Last Issued: 08/10/2017 DTC Symptom Solution Link DTC U0323 (PCM) / U0423 (ABS) / U3000 (IC) CANNOT be deleted when the TPMS warning light flashes and/or the TCS/DSC indicator lights are illuminated. This can happen if the ignition is turned OFF within 20 seconds after the ignition is turned ON in one of the following two situations. 1. The “ROOM” fuse (Engine compartment) is NOT installed when battery level is low. 2. The CMU (Connectivity Master Unit) is NOT connected. MT002/16 DTC U0100:00 [CONNECTIVITY MASTER UNIT] (communication error with PCM) is stored in memory Install latest software update Version 59.00.330 or later to fix symptom. 09017/17 1. 2. 3. 4. 5. 6. 7. 1. If DTC U3000:98 is set by itself or with U3000:04, advise the customer to park the vehicle in the shade as much as possible. If the light does not reset automatically as soon as the cabin cools, pull over to a safe location and turn the ignition off and then back on, this should reset SAthe system. Mazda is aware of this concern and is 064/17 working on a repair. This notification will be updated once a repair is available. 2. If any DTC from the list (the cell to the left) are setin the FSC(except as noted in STEP 1), contact Hotline for further instructions. U3000:98 U3000:04 U3000:09 U3000:42 U3000:98 C1001:92 C1001:97 i-ACTIVESENSE Symptom Solution SCBS Unavailable or LDWS Unavailable Install latest software update Version 59.00.441 or later to fix symptom. message may be displayed SCBS, LDWS, HBC warning lights on in hot weather Combination of warning lights may include: 1. SCBS 2. LDWS 3. HBC Instrument Cluster Multi-Information Display warning messages may include: 1. Forward Smart City Brake Support Malfunction 2. Smart Brake System Malfunction 3. Front Camera Sensor System Malfunction Link 09017/17 SA064/17 Page 4 of 8 CONSUMER NOTICE: The information and instructions in this bulletin are intended for use by skilled technicians. Mazda technicians utilize the proper tools/ equipment and take training to correctly and safely maintain Mazda vehicles. These instructions should not be performed by “do-it-yourselfers.” Customers should not assume this bulletin applies to their vehicle or that their vehicle will develop the described concern. To determine if the information applies, customers should contact their nearest authorized Mazda dealership. Mazda North American Operations reserves the right to alter the specifications and contents of this bulletin without obligation or advance notice. All rights reserved. No part of this bulletin may be reproduced in any form or by any means, electronic or mechanical---including photocopying and recording and the use of any kind of information storage and retrieval system ---without permission in writing. © 2017 Mazda North American Operations, U.S.A. Service Alert No.: SA-065/17 Last Issued: 08/10/2017 MAZDA CONNECT center display warning messages may include: 1. High Beam Control [HBC] / Lane-keep Assist System [LAS] Malfunction. Have the vehicle checked by a dealer if this indicator stays On. 2. Smart City Brake Support [SCBS] Malfunction. Have the vehicle checked by a dealer immediately. Some customers may complain that when driving a vehicle equipped with Traffic Sign Recognition System (TSR), the Active Driving Display Active Driving (AD-Display) shows a speed limit different from the actual electronic Display shows traffic signs. For example, The AD-Display shows 55 mph instead of 65 different speed limit mph actually displayed on the electronic traffic sign. This may be a normal condition. MT002/17 Maintenance Monitor Symptom Solution Link Improper OFF selection in the Setting Interval menu under Oil Change (CX-9 only). Install latest software update Version 59.00.330 or later to fix symptom. 09017/17 Resetting with “Fixed” data will not reset “Flexible” data. (CX-9 only). Install latest software update Version 59.00.330 or later to fix symptom. 09017/17 Navigation Symptom Solution Link Navigation or other screens freeze or reboot Install latest software update Version 55.00.760 or later to minimize symptom. 09017/17 Navigation or other screen turn black, freeze or reboot Install latest software update Version 55.00.760 or later to minimize symptom. 09017/17 Navigation does not allow to set certain cities as destination Install latest software update Version 55.00.760 or later to minimize symptom. 09017/17 Navigation does not announce voice guidance for street names Install latest software update Version 55.00.760 or later to fix symptom. 09017/17 Navigation turns to a black screen Install latest software update Version 55.00.760 or later to remaining the task bar fix symptom. 09017/17 Mazda Toolbox is a free PC application to update navigation MTNavigation - How to update maps map for MAZDA CONNECT which can be downloaded from 003/16 the MyMazda.com Website and installed. Every time the navigation is turned on, the vehicle position Install latest software update Version 55.00.760 or later to fix symptom. 09017/17 Page 5 of 8 CONSUMER NOTICE: The information and instructions in this bulletin are intended for use by skilled technicians. Mazda technicians utilize the proper tools/ equipment and take training to correctly and safely maintain Mazda vehicles. These instructions should not be performed by “do-it-yourselfers.” Customers should not assume this bulletin applies to their vehicle or that their vehicle will develop the described concern. To determine if the information applies, customers should contact their nearest authorized Mazda dealership. Mazda North American Operations reserves the right to alter the specifications and contents of this bulletin without obligation or advance notice. All rights reserved. No part of this bulletin may be reproduced in any form or by any means, electronic or mechanical---including photocopying and recording and the use of any kind of information storage and retrieval system ---without permission in writing. © 2017 Mazda North American Operations, U.S.A. Service Alert No.: SA-065/17 Last Issued: 08/10/2017 starts from the location (dealer) where the CMU was updated from version 55.00.650 to 55.00.750 Some street names in Canada are Install latest software update Version 55.00.760 or later to not displayed minimize symptom. 09017/17 Turn -by-turn navigation guidance does not display on on the active Install latest software update Version 55.00.760 or later to driving display (for vehicles with fix symptom. 55.00.750) 09017/17 Vehicle current position is not accurate enough Install latest software update Version 55.00.760 or later to minimize symptom. 09017/17 Invalid SD Card When installing a navigation SD card, confirm that the card is unlocked. Also, Mazda Does Not Recommend swapping MTnavigation system SD cards from one vehicle to another for 003/17 testing. If swapped, the SD card that is installed into the other vehicle becomes “linked” to the VIN of that vehicle. Wrong speed limits shown in country information Fix is pending MT032/16 Some lower trim models equipped with the MAZDA CONNECT Infotainment System are NOT equipped with Navigation and/or Sirius XM radio Navigation or SIRIUS XM Radio. Customers may add a is inoperative Mazda Navigation system accessory; however, SIRIUS XM radio cannot be added. MT007/15 Navigation map is not displayed Go to Workshop Manual troubleshooting MAP IS NOT DISPLAYED [ENTERTAINMENT SYSTEM [WITH CENTER DISPLAY]] WSM No Navigation voice guidance Go to Workshop Manual troubleshooting NO NAVIGATION GUIDANCE VOICE OUTPUT [ENTERTAINMENT SYSTEM [WITH CENTER DISPLAY]] WSM Noise Symptom Noise from inside front door panel when playing the audio system Solution Link Unusual noise coming from inside the front door panel when playing the audio system. This is caused by the damper coming off the speaker 09frame due to corrosion on the speaker back frame. To correct the issue, 012/17 a plating process was added at the supplier beginning on November 13, 2015. Reboot / Frozen Screen / Slow Response Page 6 of 8 CONSUMER NOTICE: The information and instructions in this bulletin are intended for use by skilled technicians. Mazda technicians utilize the proper tools/ equipment and take training to correctly and safely maintain Mazda vehicles. These instructions should not be performed by “do-it-yourselfers.” Customers should not assume this bulletin applies to their vehicle or that their vehicle will develop the described concern. To determine if the information applies, customers should contact their nearest authorized Mazda dealership. Mazda North American Operations reserves the right to alter the specifications and contents of this bulletin without obligation or advance notice. All rights reserved. No part of this bulletin may be reproduced in any form or by any means, electronic or mechanical---including photocopying and recording and the use of any kind of information storage and retrieval system ---without permission in writing. © 2017 Mazda North American Operations, U.S.A. Service Alert No.: SA-065/17 Last Issued: 08/10/2017 Symptom Solution Link Reboots constantly 1) Disconnect the negative battery cable for 5 minutes. 2) Reconnect the negative battery cable and recheck the system. If the system now works properly, update it to the latest software version and retest. Return the vehicle to the customer if everything is working correctly. Shuts down and does not reboot Some vehicles may experience the Mazda Connect infotainment system shutting down within a few minutes after the ignition is turned on, and will 09not reboot. It will only reboot after the ignition is turned off and then on 044/15 again. This is caused by an internal malfunction of the connectivity master unit (CMU) hardware. Slow start up Install latest software update Version 59.00.502 or later to improve symptom. 09017/17 Slow operational response Install latest software update Version 59.00.502 or later to improve symptom. 09017/17 Unexpected Install latest software update Version 59.00.502 or later to minimize reboots and blank symptom. or frozen screens Blank screen Go to Workshop Manual troubleshooting IMAGE NOT OUTPUT IN ALL MODES [ENTERTAINMENT SYSTEM [WITH CENTER DISPLAY]]. SA 09017/17 WSM USB / Aux Symptom Solution Link USB audio device slow response Install latest software update Version 59.00.502 or later to 09improve symptom. 017/17 Smart Phone will not charge when connected to the USB port The vehicle’s USB port allows data transfer between a customer’s device and the vehicle’s infotainment system. Some devices may exceed the maximum electric current produced by the USB port. The device may not operate or charge when connected. MT022/15 System does not recognize USB/SD Install latest software update Version 55.00.760 or later to 09card minimize symptom. 017/17 USB device fails to start playing, resume or display music information.BT audio device fails when starting to play, resume or connect Install latest software update Version 55.00.760 or later to 09minimize symptom. 017/17 Page 7 of 8 CONSUMER NOTICE: The information and instructions in this bulletin are intended for use by skilled technicians. Mazda technicians utilize the proper tools/ equipment and take training to correctly and safely maintain Mazda vehicles. These instructions should not be performed by “do-it-yourselfers.” Customers should not assume this bulletin applies to their vehicle or that their vehicle will develop the described concern. To determine if the information applies, customers should contact their nearest authorized Mazda dealership. Mazda North American Operations reserves the right to alter the specifications and contents of this bulletin without obligation or advance notice. All rights reserved. No part of this bulletin may be reproduced in any form or by any means, electronic or mechanical---including photocopying and recording and the use of any kind of information storage and retrieval system ---without permission in writing. © 2017 Mazda North American Operations, U.S.A. Service Alert No.: SA-065/17 Last Issued: 08/10/2017 No audio sound from USB Go to Workshop Manual troubleshooting NO USB AUDIO SOUND OUTPUT [ENTERTAINMENT SYSTEM [WITH CENTER DISPLAY]] WSM No audio sound from Aux Go to Workshop Manual troubleshooting NO AUX AUDIO SOUND OUTPUT [ENTERTAINMENT SYSTEM [WITH CENTER DISPLAY]] WSM Voice Command Symptom Solution Voice Command does not recognize command Go to Workshop Manual troubleshooting VOICE OPERATION NOT POSSIBLE [ENTERTAINMENT SYSTEM [WITH CENTER DISPLAY]] When asking for current location with Install latest software update Version 55.00.760 voice command “Where am I?”, the system or later to fix symptom. responds with “Your location is comma.” Link WSM 09017/17 Page 8 of 8 CONSUMER NOTICE: The information and instructions in this bulletin are intended for use by skilled technicians. Mazda technicians utilize the proper tools/ equipment and take training to correctly and safely maintain Mazda vehicles. These instructions should not be performed by “do-it-yourselfers.” Customers should not assume this bulletin applies to their vehicle or that their vehicle will develop the described concern. To determine if the information applies, customers should contact their nearest authorized Mazda dealership. Mazda North American Operations reserves the right to alter the specifications and contents of this bulletin without obligation or advance notice. All rights reserved. No part of this bulletin may be reproduced in any form or by any means, electronic or mechanical---including photocopying and recording and the use of any kind of information storage and retrieval system ---without permission in writing. © 2017 Mazda North American Operations, U.S.A.