09-036-20-3756

Technical
Service Bulletin
Mazda North American Operations
Irvine, CA 92618-2922
Subject:
CONNECTIVITY MASTER UNIT / HANDS-FREE BLUETOOTH MODULE
/ TEXT MESSAGING TROUBLESHOOTING PROCEDURE AND PART
EXCHANGE PROCESS
Bulletin No.: 09-036/20
Last Issued: 11/17/2020
BULLETIN NOTES
This bulletin supersedes the previously issued bulletin(s) listed below. The changes are noted below in Red.
Previous TSBs:
Date(s) Issued:
Previous TSBs:
Date(s) Issued:
09-007/19
01/29/2019 and 01/14/2019
09-014/12 03/16/2012 and 08/10/2012
09-020/18 04/05/2018, 06/20/2018 and 10/10/2018 09-008/11
02/23/2011
09-009/16
02/17/2016 and 05/01/2016
09-007/10
02/08/2010
09-039/14
09/09/2014
09-042/08
12/23/2008
09-019/13
06/14/2013
APPLICABLE MODEL(S)/VINS
2016-2021 CX-3 2007-2021 CX-9 2009-2021 Mazda6
2013-2021 CX-5 2010-2018Mazda3 2009-2021 MX-5
2009-2012 CX-7 2008-2015 Mazda5 2009-2011 RX-8

Applies to models equipped with Hands-Free Bluetooth or MAZDA CONNECT
DESCRIPTION
Some vehicles may exhibit a Connectivity Master Unit (CMU), a BLUETOOTH® hands-free unit or text
messaging related concerns.
To improve the handling of BLUETOOTH® hands-free and/or text messaging customer concerns, Mazda
created a special service and parts exchange program as of February 2010.
Customers experiencing related concerns should have their vehicle and/or device inspected according to
the following procedure.
Page 1 of 3
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.
11/19/2020 3:44 PM tlawrenc
Bulletin No.: 09-036/20
Last Issued: 11/17/2020
REPAIR PROCEDURE
1. Verify customer concern.
2. Verify that the customer has provided the correct phone or device.
3. Confirm the device compatibility by web or smartphone.
Go to:
By Web
infotainment.mazdahandsfree.com
By Smartphone MyMazda app; press MAZDA CONNECT
NOTE:



When checking compatibility, be aware that phones may be approved for some functions but not for
others.
Scroll down to make sure there are no red X’s in the compatibility list.
Check the phone model number; compatibility can vary by the phone company version.
4. Check MGSS Online (Mazda Service Support System) for related service bulletins and service alerts.
5. If the steps above did not resolve the customer’s concern, contact Mazda Hands-Free System Customer
Care at (800) 430-0153 to review the concern further.
NOTE:


If for any reason there was a mis-communication regarding the concern written on the RO, the
Mazda Hands-Free System Customer Care representative can clarify it.
If Mazda Hands-Free System Customer Care has provided you an Authentication Number (case
number), they have determined there could be a problem with the hands-free module or the CMU.
However, an Authentication Number does not mean automatic module replacement. Proceed to
next step.
6. Troubleshoot the vehicle according to the instruction on MGSS online (Body and Accessories On-Board
Diagnostics).

If the cause cannot be determined through MGSS online service information, contact the Mazda
Technical Hotline at (888) 832-8477 for assistance and support.
NOTE:




The Mazda Technical Assistance Hotline does not provide authorization for warranty or parts
ordering.
Vehicles equipped with MAZDA CONNECT, upload the MAZDA CONNECT CMU Data to a USB
drive and have it available to attach to Siebel prior to calling Hotline.
If it is determined that a replacement CMU or hands-free module is required, proceed to next step.
NOTE: Provide the Authentication Number to your parts dept. so they can order the part.
Page 2 of 3
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.
11/19/2020 3:44 PM tlawrenc
Bulletin No.: 09-036/20
Last Issued: 11/17/2020
7. Replace the CMU or hands-free module according to MGSS online Removal/Installation instructions.
8. Verify the repair.
PARTS INFORMATION
Review the points below when ordering a CMU or hands-free Bluetooth unit:
NOTE:

Use the Mazda Hands-Free System Customer Care Authentication Number to place the order with
United Radio for the part exchange.
Example of the United Radio online order form, Authentication Number entry is shown below:

It is not necessary to call United Radio directly, place the order online, via the United Radio
Website.
Access the United Radio Website using either one of the links below:
Go to: https://portal.mazdausa.com/dealershome/service_parts/dag/exchange_page_1.htm
Then select “United Radio Website” and log in.
OR
Go to: http://Dealers.mazdausa.com/
Then select "Parts and Accessories” - “Parts” - “Exchange Central” - "Ordering" - “United Radio Website”
and log in.
WARRANTY INFORMATION
NOTE: For this TSB only, dealers may use actual time (up to a maximum of 0.9 hr.) to cover any necessary
diagnostic time.
Page 3 of 3
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.
11/19/2020 3:44 PM tlawrenc