SA-019-21a

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-019/21
02/26/21
SA-026/20
06/11/20 and 02/11/20
SA-065/17
08/10/17
APPLICABLE MODEL(S)/VINS
2014-2018 Mazda3
2016-2021 CX-3
2016-2020 CX-9
2016-2021 Mazda6
2016-2020 CX-5
2016-2021 MX-5
DESCRIPTION
Use the symptom troubleshooting tables below to diagnose MAZDA CONNECT concerns.
REPAIR PROCEDURE
Before proceeding:
• Confirm that the Connectivity Master Unit (CMU) is updated to the latest software version. Go to MGSS ->
Infotainment -> MAZDA CONNECT Updates
• Go to TSB 16-001/20 to view MAZDA CONNECT CMU software fix list.
• Confirm that the customers device is compatible. Go to connect.mazda.com -> Support -> Compatibility.
• Confirm that the customers device is updated to the latest software version.
• Apple Carplay/Android Auto FAQ, go to SA-070/20.
• If you suspect a counterfeit Navi SD card, ask the customer for proof of purchase if it cannot be determined by
visually looking at the label or by using Mazda Toolbox.
Index:
No. 1 Blank Screen
No. 2. Rear View Camera is not displayed
No. 3 Rebooting
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No. 4 Infotainment System Has No Sound
No. 5 Commander Switch Does Not Work
No. 6 Bluetooth device will not pair
No. 7 Incorrect GPS position
No. 8 Voice Recognition Does Not Work
No. 9 Cannot Make a Hands-Free Call
No. 10 Cannot Play Bluetooth Audio
No. 11 Other Symptoms
No. 12 How to Check Navi SD Card VIN Lock
No. 1 Blank Screen
Step
Inspection
Result
Action
Yes
Go to step 2.
No
Refer to No. 2. Rear View Camera is not displayed
2016-2017 CX-9 - See 09-034/17
1
Is the Rear View Camera displayed?
2
Press the "HOME" button. Is the HOME Yes
screen displayed correctly?
No
3
Using M-MDS, are any infotainment
system DTC's stored?
4
Is there a device connected to the USB Yes
port?
No
Go to step 5.
Disconnect the USB device. Does the
display function properly after USB
device is disconnected?
Yes
USB device is not compatible.
5
No
Go to step 6.
6
Is the connector for the Center Display Yes
inserted correctly?
No
Go to step 7.
Yes
Go to step 8.
No
Insert the connectors correctly.
Normal Operation
Go to step 3
Yes
Go to MGSS for DTC diagnosis.
No
Go to step 4.
Go to step 6.
Insert the connector correctly.
7
Are the connectors for the CMU
inserted correctly?
8
Yes
Is the center display voltage at 0920304A terminal 1H, L wire color normal? No
Go to step 9.
Swap the Center Display with good
known vehicle. Is the screen display
normal?
Yes
Check / Replace the Center Display.
9
No
Go to step 10.
Go to step 10.
Check / Replace the CMU.
Yes
10
Swap the CMU with good known
vehicle. Is the screen display normal?
No
• Retrieve the data log if possible before
replacing the CMU
• Document date and time of the condition
Repair / Replace wiring harness. Go to MGSS
View Content -> Wiring Diagram -> Body and
Accessories -> Entertainment System.
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No. 2 Rear View Camera is not displayed
Step
Inspection
Result
Yes
No
Yes
No
No
Yes
No
Yes
No
Yes
No
Yes
Action
Go to MGSS for DTC diagnosis
Go to step 2.
Go to step 3.
Go to step 4.
Check / Replace the 360 View Monitor control
unit.
Go to step 4.
Go to step 5.
2014-2018 Mazda3 5-door HB
2016-2019 CX-3
Go to 09-031/20
Go to No. 1 Blank Screen.
Go to step 6.
Insert the connector correctly.
Go to step 7.
Insert the connector correctly
Go to step 8.
Insert the connectors correctly
Check / Replace the Rear View Camera
No
Go to Step 9
1
Using M-MDS, are any infotainment
system DTC's stored?
2
Is the vehicle equipped with 360 View
Monitor?
3
Is the Front Camera and Side Cameras
displayed normally?
Yes
Are images other than the Rear View
Camera displayed?
Yes
4
5
Is the connector for the Rear View
Camera Inserted correctly?
6
Is the connector for the Center Display
Inserted correctly
7
Are the connectors for the CMU Inserted
correctly
8
Swap the Rear View Camera with good
known vehicle. Is the screen display
normal?
No
Check / Replace the CMU.
9
Swap the CMU with good known vehicle.
Is the screen display normal?
Yes
No
• Retrieve the data log if possible before
replacing the CMU
• Document date and time of the condition
Go to MGSS, WSM, REAR MOUNT CAMERA
IMAGE NOT CLEAR/NO IMAGE ON SCREEN.
No. 3 Rebooting
Step
1
2
3
4
Inspection
Result
Action
Yes
Go
to
MGSS
for
DTC
diagnosis
Using M-MDS, are any infotainment system DTC's
stored?
No
Go to step 2.
Yes
Go to step 3.
Does the reboot continue after removing the
Check / Replace the Navigation SD card.
Navigation SD card?
No
Note: See TSB 09-015/20 if
applicable
Yes
Go to step 4.
Is there a device connected to the USB port?
No
Go to step 5.
Disconnect the USB device. Does the reboot stop Yes
USB device is not compatible
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after USB device is disconnected?
5
No
Yes
Does the reboot continue after ignition key OFF
then back ON?
Go to step5.
Go to step 6.
Check / Replace the CMU.
• Retrieve the data log if possible
before replacing the CMU
• Document date and time of the
condition
No
Check / Replace the CMU.
6
Does the reboot continue after vehicle battery
disconnect?
Yes
No
• Retrieve the data log if possible
before replacing the CMU
• Document date and time of the
condition
No repair needed.
No. 4 Infotainment System Has No Sound
Step
1
2
3
4
Inspection
Result
Yes
Using M-MDS, are any infotainment
system DTC's stored?
No
Yes
Is sound normal other than navigation
guidance?
No
Yes
Can you hear the voice after raising the
navigation volume?
No
Can you hear sound after turning on audio Yes
mode?
No
Yes
5
Replace the Navigation SD Card. Can you
hear voice after Navigation SD Card
No
replacement?
6
Can you hear sound after raising the
volume of audio?
7
<< Source: USB/iPod >>
Are there any problems with the media
and the music files?
<< Source: Radio >>
Are there any problems with the antenna
and the reception?
<< Source: Bluetooth Audio >>
Are there any problems with Bluetooth?
Yes
No
Yes
No
Action
Go to MGSS for DTC diagnosis
Go to step 2.
Go to step 3.
Go to step 4.
Normal Operation.
Go to step 5.
Normal Operation.
Go to step 6.
Complete
Check / Replace the CMU.
• Retrieve the data log if possible before
replacing the CMU
• Document date and time of the condition
Normal Operation
Go to step 7.
<< Source: USB/iPod >>
Check the media and the compatible files.
<< Source: Radio >>
Check the antenna, the reception, and the Tuner
and Amp Unit (TAU) side.
<< Source: Bluetooth Audio >>
Check the Bluetooth connection and the
Bluetooth device.
Go to step 8.
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8.
Go to MGSS "DIAGNOSTIC ASSIST
FUNCTION [CONNECTIVITY MASTER
UNIT (US)]"
Perform Diagnostic Assist Code “94”
Speaker Inspection.
Did the Speaker Inspection Pass?
Check / Replace the CMU. Retrieve
Pass
Fail
• Retrieve the data log if possible before
replacing the CMU
• Document date and time of the condition
Go to MGSS NO SOUND OUTPUT IN ALL
MODES [ENTERTAINMENT SYSTEM [WITH
CENTER DISPLAY]]
No. 5 Commander Switch Does Not Work
Step
1
2
3
4
Inspection
Result
Action
Go to MGSS for DTC diagnosis
Using M-MDS, are any infotainment Yes
system DTC's stored?
No
Go to step 2.
Go to step 3.
Does the Commander Switch work Yes
correctly?
No
Go to step 4.
Yes
Normal Operation.
Does the Steering Wheel Switch
work correctly?
No
Go to step 5.
Are fues blown/ missing?
Yes
No
Pass
5
6
7
8
Go to MGSS "DIAGNOSTIC
ASSIST FUNCTION
[CONNECTIVITY MASTER UNIT
(US)]"
Perform Diagnostic Assist Code
Fail
“65” Commander Switch and
Steering Wheel Switch Inspections.
Did the Switch Inspections Pass?
Is the connector for the Commander Yes
Switch inserted correctly?
No
Yes
Are the CMU connectors inserted
correctly?
No
Swap the Commander Switch with Yes
good known vehicle. Does the
Commander Switch work correctly? No
• Blown - Diagnose blown fuse
• Missing - Install missing fuse
Go to step 5.
Go to step 6.
Replaced the failed switch. Go to MGSS:
• Steering Wheel Switch Removal/Installation
• Commander Switch Removal/Installation
Go to step 7.
Insert the connector correctly.
Go to step 8.
Insert the connectors correctly.
Check / Replace the Commander Switch.
Go to step 9.
Check / Replace the CMU.
9
Swap the CMU from known good
vehicle.
Does the Commander Switch work
correctly?
Yes
No
• Retrieve the data log if possible before replacing
the CMU
• Document date and time of the condition
Repair/Replace wiring harness. Go to MGSS View
Content -> Wiring Diagram -> Body and Accessories ->
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Entertainment System.
No. 6 Bluetooth device will not pair
Step
1
2
Inspection
Result
Yes
Using M-MDS, are any infotainment system
DTC's stored?
No
Yes
Is Bluetooth enabled on the customers device?
No
Yes
3
Is the customers device paired to the vehicle?
4
Is the customers device selected in MAZDA
CONNECT settings?
5
6
7
Delete the device from MAZDA CONNECT and
then re-pair it.
Does Bluetooth work correctly?
Go to http://infotainment.mazdahandsfree.com
Web Site.
Is the customers device compatible?
Does the same symptom occur on another
same model/year vehicle?
Yes
Action
Go to MGSS for DTC diagnosis
Go to step 2.
Go to step 3.
Enable Bluetooth on the customers device.
Go to step 4.
Pair the customers device to the vehicle.
See MGSS Bluetooth® PAIRING NOT
POSSIBLE [ENTERTAINMENT SYSTEM
[WITH CENTER DISPLAY]]
Go to step 5.
Select the customers device from Bluetooth
settings.
Normal Operation
No
Go to step 6.
Yes
Go to step 7.
No
The customers device is not compatible.
Yes
Go to step 8.
Check / Replace the CMU.
No
Yes
No
No
Yes
8
Reboot the customers device. Does Bluetooth
work correctly?
No
• Document device model, software
version and occurrence of the
condition.
• Retrieve the data log if possible
before replacing the CMU
• Document date and time of the
condition
Vehicle operation is normal.
Check / Replace the CMU.
• Document device model, software
version and occurrence of the
condition.
• Retrieve the data log if possible
before replacing the CMU
• Document date and time of the
condition
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No. 7 Incorrect GPS position
Step
1
2
Inspection
Go to MGSS "DIAGNOSTIC ASSIST FUNCTION
[CONNECTIVITY MASTER UNIT (US)]"
Perform Diagnostic Assist Code “72” GPS
information verification.
Check GPS Received Level.
Does the Navi system show correct vehicle
position?
Using M-MDS, are any of the following DTC's
stored?
- B119F:1D, GPS antenna circuit malfunction
- B119F:11, GPS antenna circuit malfunction
- B119F:13, GPS antenna circuit malfunction
- B119F:92, GPS antenna circuit malfunction
Result
Action
Yes
Normal Operation.
No
Go to step 2.
Yes
Go to step 3.
No
Go to step 7.
Yes
No
Yes
No
Yes
No
Yes
No
Yes
Go to step 4.
Insert the connector correctly.
Repair / Replace GPS wiring harness.
Go to step 5.
Go to step 6.
Insert the connectors correctly.
Repair / Replace CMU wiring harness.
Go to step 7.
Repair completed.
Check / Replace the CMU.
3
Is the GPS antenna connector secured properly?
4
Is the GPS wiring harness open or shorted?
5
Are the CMU connectors secured properly?
6
Is the CMU wiring harness open or shorted?
7
Replace GPS antenna. Does the Navigation system
show correct position?
No
• Retrieve the data log if possible
before replacing the CMU
• Document date and time of the
condition
NOTE: Remove aftermarket GPS devices that may interfere with vehicle GPS antenna.
Example: Some radar detectors may emit radio waves that interfere with the vehicle GPS antenna.
No. 8 Voice Recognition Does Not Work
Step
Inspection
1
Using M-MDS, are any infotainment system DTC's
stored?
2
Go to MGSS "DIAGNOSTIC ASSIST FUNCTION
[CONNECTIVITY MASTER UNIT (US)]"
Perform Diagnostic Assist Code “65” Commander
Switch and Steering Wheel Switch Inspections.
Did the Steering SW Inspection Pass?
Result
Action
Yes
Go to MGSS for DTC diagnosis
No
Go to step 2.
Pass Go to step 3.
Fail
Go to MGSS STEERING SWITCH
INSPECTION.
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3
4
Go to MGSS "DIAGNOSTIC ASSIST FUNCTION
Pass
[CONNECTIVITY MASTER UNIT (US)]"
Perform Diagnostic Assist Code “61” Microphone signal
Fail
input condition
Did the Microphone Inspection Pass?
Yes
Go to MGSS VOICE OPERATION NOT POSSIBLE
[ENTERTAINMENT SYSTEM [WITH CENTER
DISPLAY]]
Is the vehicle repaired?
No
Go to step 4.
Go to MGSS MICROPHONE
INSPECTION.
Repair complete
Check / Replace the CMU.
• Retrieve the data log if
possible before replacing the
CMU
• Document date and time of
the condition
No. 9 Cannot Make a Hands-Free Call
Step
1
2
3
4
5
6
7
8
9
10
11
Inspection
Result
Action
Yes
Go to MGSS for DTC diagnosis
Using M-MDS, are any infotainment system
DTC's stored?
No
Go to step 2.
Yes
Go to step 3.
Is Bluetooth enabled on the customers device?
No
Enable Bluetooth on the customers device.
Yes
Go to step 4.
Is the customers device data service strength
Move to a location where data service
good?
No
strength is good and retest.
Yes
Go to step 5.
Is the customers device paired to the vehicle?
No
Pair the customers device to the vehicle.
Yes
Go to step 6.
Is the customers device selected in MAZDA
Select the customers device from Bluetooth
CONNECT settings?
No
settings.
Delete the device from MAZDA CONNECT and Yes
Normal Operation
then re-pair it.
No
Go to step 7.
Does Bluetooth work correctly?
Go to http://infotainment.mazdahandsfree.com Yes
Go to step 8.
Web Site.
No
The customers device is not compatible.
Is the customers device compatible?
Yes
Go to step 9.
Does the same symptom occur on another
same model/year vehicle?
No
Go to step 10.
Vehicle operation is normal.
Reboot the customers device. Does Bluetooth Yes
work correctly?
No
Go to step 10.
Is the Bluetooth device in a place where radio
Move the Bluetooth device away from
Yes
waves may be blocked?
hidden location.
(Behind or under a sheet, in a box, in a
No
Go to step 11.
purse/bag, ext.)
Is the Bluetooth device contacting or blocked
Move the Bluetooth device away from metal
Yes
by metal objects?
objects.
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No
Yes
No
12
Is a Bluetooth device and a USB device
connected at the same time?
13
Does the problem occur in a specific geological Yes
location only?
14
15
Does the same symptom occur on another
Bluetooth device?
Does the voice recognition system operate
using other functions such as Bluetooth Audio?
No
Yes
No
Yes
No
Go to step 12.
Disconnect other USB device.
Go to step 13.
Move to a different location.
This may be caused by electrical
interference by radio stations, specific small
power radio stations, or amateur radio
stations for mobile identification used in
industrial, scientific and medical devices.
Go to step 14.
Go to step 15
The customers device is not compatible.
Check / Replace the CMU.
• Document device model, software
version and occurrence of the
condition.
• Retrieve the data log if possible
before replacing the CMU
• Document date and time of the
condition
Go to No. 8 Voice Recognition Does Not
Work
No. 10 Cannot Play Bluetooth Audio
Step
1
2
3
Inspection
Result
Yes
Using M-MDS, are any infotainment system
DTC's stored?
No
Yes
Is Bluetooth enabled on the customers device?
No
Yes
Is the customers device data service strength
good?
No
Yes
Action
Go to MGSS for DTC diagnosis
Go to step 2.
Go to step 3.
Enable Bluetooth on the customers device.
Go to step 4.
Move to a location where data service
strength is good and retest.
Go to step 5
Connect the customers device to a charger
or recharge the device, then retest.
Go to step 6.
Pair the customers device to the vehicle.
Go to step 7.
Select the customers device from Bluetooth
settings.
Normal Operation
No
Go to step 8.
Yes
4
Is the customers device battery strength good?
5
Is the customers device paired to the vehicle?
6
Is the customers device selected in MAZDA
CONNECT settings?
7
Delete the device from MAZDA CONNECT
and then re-pair it.
Does Bluetooth work correctly?
No
Yes
No
Yes
No
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8
9
10
11
Go to http://infotainment.mazdahandsfree.com Yes
Web Site.
No
Is the customers device compatible?
Yes
Does the same symptom occur on another
same model/year vehicle?
No
Reboot the customers device. Does Bluetooth Yes
work correctly?
No
Is the Bluetooth device in a place where radio
Yes
waves may be blocked?
(Behind or under a sheet, in a box, in a
No
purse/bag, ext.)
Yes
12
Is the Bluetooth device contacting or blocked
by metal objects?
No
Yes
13
Is a Bluetooth device and a USB device
connected at the same time?
Go to step 9.
The customers device is not compatible.
Go to step 10.
Go to step 11.
Vehicle operation is normal.
Go to step 11.
Move the Bluetooth device away from
hidden location.
Go to step 12.
Move the Bluetooth device away from metal
objects.
Go to MGSS NO Bluetooth® AUDIO AND
INTERNET RADIO SOUND
[ENTERTAINMENT SYSTEM [WITH
CENTER DISPLAY]]
Go to step 13 if not resolved.
Disconnect other USB device.
Check / Replace the CMU.
No
No. 11 Other symptoms
Symptom
Error Messages
SiriusXM
Bluetooth
Center
Display
• Unable to Connect to
SiriusXM Radio
• Check SiriusXM Tuner
Can SiriusXM be added if not
equipped?
iPhone incoming SMS Text
Message is not displayed
Wrong phone connected
Hot temperature warning
message
Rear view monitor is blurry
• Document device model, software
version and occurrence of the
condition.
• Retrieve the data log if possible
before replacing the CMU
• Document date and time of the
condition
Solution
Update CMU software version to 74.00.230A or later.
Go to MT-007/15
Go to MT-011/18
Go to SA-063/17
Go to MT-006/20
Go to MT-007/18
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Go to 09-031/20 if applicable
Touch screen operates by itself
2014-2016 Mazda3 (Japan and Mexico built)
(ghost touch)
Go to SSPB6
2014-2016 Mazda3 (Japan and Mexico built)
Go to SSPB6
2016-017 CX-9
Go to SSPB9
2017-2018 Mazda3
2018-2019 Mazda6
Screen cracking (spider cracking) 2016-2018 CX-5
Go to SA-008/18
2016-2017 CX-3
2017 MX-5
2016 MX-5 vehicles with VINs lower than
JM1ND******119894 (produced before July 4, 2016)
Go to 09-018/18
Clock
Clock shows incorrect time
Go to SA-041/20
How to update maps
Go to Mazda Toolbox
1. Go to MT-001/18
Error message "Invalid SD Card"
2. Check VIN Lock
1. Go to MT-007/15
Navigation Navigation is inoperative
2. Go to MGSS MAP IS NOT DISPLAYED
[ENTERTAINMENT SYSTEM [WITH CENTER DISPLAY]]
Go to MGSS NO NAVIGATION GUIDANCE VOICE
No Navigation voice guidance
OUTPUT [ENTERTAINMENT SYSTEM [WITH CENTER
DISPLAY]]
Smart phone device will not
Go to MT-022/15
charge
Go to MT-002/18
Audio source improper operation
Go to MT-002/18
when device connected to USB
USB Aux
Go to MGSS NO USB AUDIO SOUND OUTPUT
No USB audio sound
[ENTERTAINMENT SYSTEM [WITH CENTER DISPLAY]]
Go to MGSS NO AUX AUDIO SOUND OUTPUT
No Aux audio sound
[ENTERTAINMENT SYSTEM [WITH CENTER DISPLAY]]
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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)
Navi SD Card VIN Locked
(VIN is displayed)
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