SA-026-20

Mazda North American Operations
Irvine, CA 92618-2922
Service Alert
Subject:
MAZDA CONNECT SYMPTOM TROUBLESHOOTING [6TH
GENERATION VEHICLES]
Service Alert No.: SA-026/20
Last Issued: 02/11/2020
BULLETIN NOTES
This service alert supersedes the previously issued service alert listed below. The changes are noted in
Red text.
Previous Service Alert: Date(s) Issued:
SA-065/17
08/10/17
APPLICABLE MODEL(S)/VINS
2014-2018 Mazda3 2016-2020 CX-3 2016-2020 CX-9
2016-2020 Mazda6 2016-2020 CX-5 2016-2020 MX-5
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
Page 1 of 11
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.
© 2020 Mazda North American Operations, U.S.A.
02/11/2020 3:49 PM tlawrenc
Service Alert No.: SA-026/20
Last Issued: 02/11/2020
Maintenance Monitor
Navigation
Noise
Reboot / Frozen Screen / Slow Response
USB / Aux
Voice Command
How to Check Navi SD Card VIN Lock
Page 2 of 11
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.
© 2020 Mazda North American Operations, U.S.A.
02/11/2020 3:49 PM tlawrenc
Service Alert No.: SA-026/20
Last Issued: 02/11/2020
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
09010/18
Favorites disappear
Install latest software update Version 55.00.760 or later
to fix symptom.
09010/18
Pandora Radio issues
Install latest software update Version 55.00.760 or later
to minimize symptom.
09010/18
Some menu of music source
selection is grayed out
Install latest software update Version 55.00.760 or later
to minimize symptom.
09010/18
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.
09010/18
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]]
Cannot perform CMU data retrieval
WSM
Bluetooth®
Symptom
Solution
Link
Bluetooth® device disconnects
Install latest software update Version 59.00.502
or later to improve symptom.
09010/18
Bluetooth® connection error with internet
radio applications
Install latest software update Version 59.00.502
or later to minimize symptom.
09010/18
Bluetooth® pairing procedure
Go to Workshop Manual troubleshooting
Bluetooth® PAIRING PROCEDURE
WSM
Bluetooth® shows connected but no sound
Go to Workshop Manual troubleshooting NO
WSM
Bluetooth® AUDIO AND INTERNET RADIO SOUND
Page 3 of 11
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.
© 2020 Mazda North American Operations, U.S.A.
02/11/2020 3:49 PM tlawrenc
Service Alert No.: SA-026/20
Last Issued: 02/11/2020
[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.
09010/18
iPhone name not displayed
Install latest software update Version 59.00.502
or later to fix symptom.
09010/18
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.
09010/18
SMS (Short Message Service) messages received
by paired phones (Android and iPhone 5 iOS 7.0
or higher) can be downloaded, displayed, and
played (text to voice)
MT011/18
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.
09010/18
SMS text message function does not show
in center display
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
Page 4 of 11
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.
© 2020 Mazda North American Operations, U.S.A.
02/11/2020 3:49 PM tlawrenc
Service Alert No.: SA-026/20
Last Issued: 02/11/2020
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.
09010/18
Rear view monitor does not
show up on screen
Install latest software update Version 55.00.760 or later to fix
symptom.
09010/18
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.
MT007/18
Rear view monitor is
inoperative
Go to Workshop Manual troubleshooting REAR MOUNT
CAMERA IMAGE NOT OUTPUT [ENTERTAINMENT SYSTEM
[WITH CENTER DISPLAY]]
WSM
This is caused by a touch panel failure from an improper
Touch screen does not work or
manufacturing process of the touch panel and center display
operates by itself (ghost touch)
integration.
09026/18
DTC
Symptom
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.
Solution
Link
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.
MT1. The “ROOM” fuse (Engine compartment) is 010/18
NOT installed when battery level is low.
2. The CMU (Connectivity Master Unit) is NOT
connected.
DTC U0100:00 [CONNECTIVITY MASTER UNIT]
Install latest software update Version
(communication error with PCM) is stored in
59.00.330 or later to fix symptom.
memory
09010/18
Page 5 of 11
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.
© 2020 Mazda North American Operations, U.S.A.
02/11/2020 3:49 PM tlawrenc
Service Alert No.: SA-026/20
Last Issued: 02/11/2020
i-ACTIVESENSE
Symptom
Solution
Link
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
MAZDA CONNECT center display warning messages may include:
09010/18
15002/18
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.
09010/18
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.
09010/18
Page 6 of 11
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.
© 2020 Mazda North American Operations, U.S.A.
02/11/2020 3:49 PM tlawrenc
Service Alert No.: SA-026/20
Last Issued: 02/11/2020
Navigation
Symptom
Solution
Link
Navigation or other screens
freeze or reboot
Install latest software update Version 55.00.760 or later to
minimize symptom.
09010/18
Navigation or other screen turn
black, freeze or reboot
Install latest software update Version 55.00.760 or later to
minimize symptom.
09010/18
Navigation does not allow to set
certain cities as destination
Install latest software update Version 55.00.760 or later to
minimize symptom.
09010/18
Navigation does not announce
voice guidance for street names
Install latest software update Version 55.00.760 or later to
fix symptom.
09010/18
Navigation turns to a black
screen remaining the task bar
Install latest software update Version 55.00.760 or later to
fix symptom.
09010/18
Mazda Toolbox is a free PC application to update
navigation map for MAZDA CONNECT which can be
Navigation - How to update maps
downloaded from the MyMazda.com Website and
installed.
MT001/18
Every time the navigation is
turned on, the vehicle position
starts from the location (dealer)
where the CMU was updated
from version 55.00.650 to
55.00.750
Install latest software update Version 55.00.760 or later to
fix symptom.
09010/18
Some street names in Canada are Install latest software update Version 55.00.760 or later to
not displayed
minimize symptom.
09010/18
Turn -by-turn navigation
guidance does not display on on
the active driving display (for
vehicles with 55.00.750)
Install latest software update Version 55.00.760 or later to
fix symptom.
09010/18
Vehicle current position is not
accurate enough
Install latest software update Version 55.00.760 or later to
minimize symptom.
09010/18
Invalid SD Card
1. When installing a navigation SD card, confirm that the
card is unlocked. Also, Mazda Does Not Recommend
swapping navigation system SD cards from one vehicle to
another for testing. If swapped, the SD card that is installed
into the other vehicle becomes “linked” to the VIN of that
1. MT001/18
2. Check
VIN Lock
Page 7 of 11
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.
© 2020 Mazda North American Operations, U.S.A.
02/11/2020 3:49 PM tlawrenc
Service Alert No.: SA-026/20
Last Issued: 02/11/2020
vehicle.
2. Confirm Navi SD card VIN is locked to the correct vehicle
Wrong speed limits shown in
country information
Fix is pending
MT032/16
Navigation and/or Sirius XM
radio is inoperative
Some lower trim models equipped with the MAZDA
CONNECT Infotainment System are NOT equipped with
Navigation or SIRIUS XM Radio. Customers may add a
Mazda Navigation system accessory; however, SIRIUS XM
radio cannot be added.
MT007/15
Navigation map is not displayed
1. Go to Workshop Manual troubleshooting MAP IS NOT
1. WSM
DISPLAYED [ENTERTAINMENT SYSTEM [WITH CENTER
2. Check
DISPLAY]]
VIN Lock
2. Confirm Navi SD card VIN is locked to the correct vehicle
No Navigation voice guidance
Go to Workshop Manual troubleshooting NO NAVIGATION
GUIDANCE VOICE OUTPUT [ENTERTAINMENT SYSTEM
WSM
[WITH CENTER DISPLAY]]
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
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
09shutting down within a few minutes after the ignition is turned on, and will 044/15
---
Page 8 of 11
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.
© 2020 Mazda North American Operations, U.S.A.
02/11/2020 3:49 PM tlawrenc
Service Alert No.: SA-026/20
Last Issued: 02/11/2020
not reboot. It will only reboot after the ignition is turned off and then on
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.
09010/18
Slow operational
response
Install latest software update Version 59.00.502 or later to improve
symptom.
09010/18
Unexpected
Install latest software update Version 59.00.502 or later to minimize
reboots and blank
symptom.
or frozen screens
09010/18
Blank screen
Go to Workshop Manual troubleshooting IMAGE NOT OUTPUT IN ALL
MODES [ENTERTAINMENT SYSTEM [WITH CENTER DISPLAY]].
CX-9 - Center
Display Turns
Black While
Driving
This concern may be caused by internal noise within the center display,
which disturbs the integrated DC-DC converter and results in no power for 09the display. To eliminate this concern, the hardware for the center display 034/17
has been modified.
WSM
USB / Aux
Symptom
Solution
Link
USB audio device slow response
Install latest software update Version 59.00.502 or later to 09improve symptom.
010/18
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.
010/18
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.
010/18
Page 9 of 11
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.
© 2020 Mazda North American Operations, U.S.A.
02/11/2020 3:49 PM tlawrenc
Service Alert No.: SA-026/20
Last Issued: 02/11/2020
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
Link
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.”
WSM
09010/18
How to Check Navi SD Card VIN Lock
Go to Mazda Toolbox (Version 4)
Navi SD Card VIN
Unlocked
(Mazda Toolbox will
not read card)
Page 10 of 11
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.
© 2020 Mazda North American Operations, U.S.A.
02/11/2020 3:49 PM tlawrenc
Service Alert No.: SA-026/20
Last Issued: 02/11/2020
Navi SD Card VIN
Locked
(VIN is displayed)
Page 11 of 11
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.
© 2020 Mazda North American Operations, U.S.A.
02/11/2020 3:49 PM tlawrenc