SA-017-22

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-013/21
12/22/21, 10/13/21, 09/14/21, 05/11/21, 04/27/21, 03/15/21
, 02/22/21, 02/08/21 and 02/02/2021
SA-031/20
12/09/20,11/30/20, 11/06/20, 10/28/20, 06/16/20, 06/05/20,
06/01/20, 05/18/20, 04/14/2020, 04/02/20, 03/11/20 and 02
/27/20
APPLICABLE MODEL(S)/VINS
2019-2022 Mazda3
2021-2022 CX-5
2022 MX-30
2020-2022 CX-30
2021-2022 CX-9
2023 CX-50
DESCRIPTION
Some customers may complain about any of the following:
• Infotainment Center Display does not provide the Authorization Code during the MyMazda App Connected Vehicle
enrollment.
• Remote function(s) inoperative.
Engine Start / Stop
Door Lock / Unlock
Lights ON / OFF
• MAZDA CONNECT connected vehicle reception strength icon shows "X" or "\".
○
○
○
Confirm the customer's phone and vehicle have good to strong reception during the concern as shown in the table
below.
• If the reception is weak, move the vehicle to a location where the reception is good to strong as shown in the
table, then try to get the Authorization Code and/or operate the remote functions before proceeding to the Repair
Procedure if there is still an issue.
• If the reception is good to strong, proceed to the Repair Procedure.
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Indication
Explanation
Mazda3, CX-30, CX-50, MX-30
Radio waves are not being received.
Move to a location with good reception.
Weak reception.
Good Receptioin
Strong reception.
Currently conducting an operation check of the
communication unit. If this condition continues, consult an
Authorized Mazda Dealer.
Currently conducting an operation check of the onboard
communication unit.
NOTE: Communication is not possible during this display.
The communication function is temporarily disabled due to
infotainment system setting.
CX-5, CX-50, CX-9, MX-30
Mazda3, CX-30 built July 1, 2021 and later
Mazda3, CX-30, CX-50, MX-30
CX-5, CX-9
• Connected Service contract has ended
(Subscription expired)
• Customer deactivated Connected Services (OptOut)
eMDCS Warranty Vehicle Inquiry will show
Campaign CSP04 Status Open
• TCU has not been initialized, go to SA-004/21
○
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Connected Services disabled (box unchecked)
CX-5, CX-50, CX-9, MX-30
Mazda3, CX-30 built July 1, 2021 and later
Connected Services Disabled message
appears at engine start up
Enable Connected Services (box checked) to prevent
message appearing at engine start up.
Note: If customer Opted-Out ( CSP04), advise customer
to keep Connected Services box checked. The vehicle will
not transmit data.
Connected Vehicle Maintenance Mode
Connected Vehicle Maintenance Mode enabled.
Go to MGSS SERVICE CAUTIONS FOR VEHICLES
WITH TELEMATICS COMMUNICATION SYSTEM to
disable Maintenance Mode.
Remote Engine Start Will Not Function under the following conditions
Item
Condition
1
Vehicle battery voltage low
2
Automatic Transmission shift position except "P"
3
Vehicles equipped with manual transmission
4
Vehicle speed above 3 mi/h (5 km/h)
5
Brake pedal switch malfunction
6
Engine has been running by remote engine start function
7
Engine started by remote engine start more than 2 consecutive times while the vehicle is not driven.
The vehicle must be driven 1-mile or 24-hours must pass from the last successful Remote Engine
Start for the use count to reset.
8
2021 Mazda3, CX-30, CX-50, MX-30: Vehicle's electrical control area network (CAN) is in "Sleep
Mode"
9
A registered key is detected in the vehicle
10
Brake pedal switch detects brake application
11
Low fuel warning message
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12
Engine starts, then turns OFF due to abnormal high engine rpm detected. (Engine rotation over
3000 rpm continued for more than 0.2[s])
13
No engine rpm detected after sending engine start request. (Engine rotation 0 rpm continued for
more than 0.2[s])
14
When the CAN data signal for engine shut off is present (e.g.: door ajar signal)
15
After 10 second maximum cranking time
16
Burglar alarm status is "Alarm" and "Alarm stand by" (CAUTION - DO NOT enable, see TheftDeterrent System section in SA-012/20)
17
Room fuse blown/missing
18
Connected Vehicle Maintenance Mode enabled (Restricted Transmitting Mode in MDARS)
19
Vehicle is parked (stored) for approximately 1 week or longer or in deep sleep mode.
Drive the vehicle for a few miles to recover.
20
DTC Stored
21
Aftermarket Remote Engine Start accessory installed.
Mazda Remote Engine Start (BCKA-V7-620) accessory installed (No MyMazda app remote engine
start function).
22
Mazda Remote Engine Start (RES) Removal
a. Remove the Mazda Remote Engine Start (RES) accessory module.
b. Deactivate and activate Advanced Key(s). Refer to MGSS IMMOBILIZER SYSTEMRELATED PARTS PROGRAMMING [(US)]
23
First remote control attempt fails, second attempt works fine.
Go to TSB 16-002/20.
24
CSP04 Status Open
Remote Engine Start Function Will turn engine OFF under the following conditions
Item
Condition
1
Vehicle door(s) opened
2
Vehicle trunk opened
3
Vehicle hood opened
4
Ignition switch push button "ON" detected
5
Remote engine STOP request
6
Brake pedal switch detects brake application
7
DTC Stored
8
Engine will stop running automatically after 15 minutes for safety, security and emissions.
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REPAIR PROCEDURE
CAUTION: DO NOT swap TCU with another vehicle as the TCU is VIN locked after activation. A TCU swap with another
vehicle will disable Connected Services on both vehicles.
NOTE: Vehicles stored for long periods may loose GPS clock sychronization. If the vehicle is stored for a long
period, test drive the vehicle to give the GPS clock time to sychronize before enrolling or testing connected vehicle
functions.
Index
1. Remote function(s) inoperative
2. Unable to enroll into connected services
3. Connected vehicle reception strength icon shows "X" or "\"
4. MyMazda App displays incorrect tire pressures (Except CX-5 and CX-9)
5. Unable to activate Connected Services (2019 Mazda3)
6. Software Update Error (2020 Mazda3)
7. Functions inoperative (2021-> CX-30, CX-50, Mazda3 and MX-30)
8. First remote control attempt fails, second attempt works fine
9. Engine turns off when opening door
10. Low Tire pressure will not clear after correcting tire pressue
Connected Vehicle Troubleshooting
Symptom
Remote function(s) inoperative.
1
• Engine Start / Stop
• Door Lock / Unlock
• Lights ON / OFF
Cause
Action
Go to the
Push
MyMazda App Notification
to view the
reason for
remote function
failure.
Activity
History
OS Lock
Screen
Tap the push
notification
Home
Tap the
alert card
Inbox
Detail
Tap "check
vehicle
status"
Go to the MyMazda App INBOX ->
ACTIVITY HISTORY -> to view reason for
remote function failure.
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1. Use MDARS to ID the vehicle and check for DTC's
stored. Are DTC(s) stored?
• Yes - Go to MGSS and perform normal DTC
diagnostics.
• No - Go to next step.
2. If applicable, confirm SSPC7 or DRW41 is closed. Go
to eMDCS Vehicle Inquiry.
3. Confirm TCU software version is at the following
using TCU Software Version Check
•
•
•
•
CX-5 and CX-9 - 10020 or later
CX-30 and Mazda3 - 10004 or later
MX-30: N/A
CX-50: N/A
Troubleshooting
4. Disconnect battery for 30 seconds and then
needed
reconnect (KAM reset).
NOTE: Test drive vehicle after battery
disconnect to allow the GPS clock to sychronize
before retrying Authorization Code.
5. Perform one of the following:
• Customer: Un-enroll Connected Services, then
re-enroll into Connected Services as a new
primary user.
• Dealer: Perform customer take-over enrollment
for test confirmation, then at customer pick-up,
inform customer to re-enroll into Connected
Services as a new primary user.
6. Contact Hotline for additional technical support if
needed.
Only a single
Customer needs to wait 60 seconds for the initial
remote request request cycle to be completed to make the second
can be made
request.
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per 60-second
period
Remote
Transmitter
Key(s) in the
vehicle
1. Aftermarket
Remote Engine
Start accessory
installed.
2. Mazda
Remote Engine
Start (BCKAV7-620)
accessory
installed.
Do not leave keys in vehicle.
1. Remove the aftermarket accessory.
2. The customer can use either the Mazda Remote
Engine Start accessory or the MyMazda app function.
Cannot use both.
Mazda Remote Engine Start (RES) Removal
a. Remove the Mazda Remote Engine Start (RES)
accessory module.
b. Deactivate and activate Advanced Key(s). Refer to
MGSS IMMOBILIZER SYSTEM-RELATED PARTS
PROGRAMMING [(US)].
TCU in “deep
sleep” mode
due to vehicle
being parked
for a long
period.
Advise customer to drive the vehicle as normal (at least
several miles) and the Connected Services should start
working again.
Low fuel
Advise customer that Remote Engine Start may start
vehicle temporarily, but vehicle will turn off automatically
when the fuel level is low to conserve the remaining
fuel.
Vehicle is
equipped with
Manual
Transmission
Advise customer that vehicles with a manual
transmission do not have the Remote Engine Start/
Stop function capability.
Engine started
with key
transmitter
instead of
MyMazda App.
Advise customer they will see an error message when
attempting to make a Remote Engine Off request if they
initially turned on vehicle with a physical key (instead of
through their MyMazda app).
2 Unable to enroll into connected services.
(Vehicle center display does not provide Customer
deactivate
the Authorization Code during the
Connected
MyMazda App enrollment)
Services (OptOut))
Go to eMDCS Vehicle Inquiry. Does eMDCS show
CSP04 status closed?
• Yes - Customer opt-out. No action needed.
• No - CSP04 is not shown. Go to next Action
below.
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1. Use MDARS to ID the vehicle and check for DTC's
stored. Are DTC(s) stored?
• Yes - Go to MGSS and perform normal DTC
diagnostics.
• No - Perform ODR Data Collection Procedure,
then go to step 2.
2. Confirm TCU software version is at the following
using TCU Software Version Check.
Troubleshooting
needed
•
•
•
•
CX-5 and CX-9: 10020 or later
CX-30 and Mazda3: 10004 or later
MX-30: N/A
CX-50: N/A
3. Retrieve MAZDA CONNECT CMU log data. Go to
MGSS -> Infotainment -> MAZDA CONNECT CMU
Data Retrieval
4. Perform "Activating Remote Control by Smart Phone"
(links TCU to BCM)
5. Clear DTC(s).
NOTE: If DTC 2050:55 is stored, go to SA-003/20 to
clear DTC.
6. Perform KAM reset.
NOTE: Test drive vehicle after a KAM reset to allow the
GPS clock to sychronize before retrying Authorization
Code.
7. Contact Hotline for additional technical support if
needed.
1. Go to eMDCS Vehicle Inquiry. Does eMDCS show
CSP04 status closed?
• Yes - Customer opt-out. No action needed.
• No - CSP04 is not shown. Go to next step.
MAZDA CONNECT connected vehicle
reception strength icon shows "X" or "\".
Mazda3, CX-30, CX-50, MX-30
2. Check for DTCs. Are there any DTC's stored?
• Yes: Go to MGSS for normal DTC diagnosis.
• No: Go to next step.
3
No reception
CX-5, CX-9
3. Confirm TCU software version is at the following
using TCU Software Version Check.
•
•
•
•
CX-5 and CX-9: 10020 or later
CX-30 and Mazda3: 10004 or later
MX-30: N/A
CX-50: N/A
4. Disconnect battery terminal for 30 seconds, then test
drive the vehicle. Is the reception strength signal
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normal?
• Yes: Repair complete.
• No: Go to next step.
5. Perform TCU activation. Go to SA-004/21. Is the
reception strength signal normal?
• Yes: Repair complete.
• No: Go to next step.
6. Compare Tel antenna No. 1 signal strength with good
known vehicle near by. Go to DIAGNOSTIC ASSIST
FUNCTION [CONNECTIVITY MASTER UNIT (US)]
Functional Inspection / Adjustment -> Navigation
System Inspection
Good - Contact Hotline for technical support
No Good - Swap Tel antenna No. 1 with known good
vehicle
Except CX-5 and CX-9
MAZDA CONNECT and/or MyMazda
App displays incorrect tire pressures
after battery disconnect and/or
4
infotainment CMU software update.
Incorrect
calendar entry
(month/day/
year) after a
battery
disconnect or
infotainment
system
software
update.
Go to SA-002/21
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2019 Mazda3 only
5
• The customer is not able to
activate Connected Services via
the MyMazda app after CSP06
completion.
• MAZDA CONNECT connected
vehicle reception strength icon is
missing or shows unsubscribed
after CSP06 completion.
Improper
telematics
communication Go to CSP07 Repair instructions.
unit (TCU)
software.
2020 Mazda3 only
6
• Infotainment center display does
not provide the Authorization
Code
• Infotainment center display
“Software Update Error” message Enrollment error Go to SSPC1
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2021 Mazda3, CX-30, CX-50, and MX30 functions inoperative
7
•
•
•
•
•
Vehicle Status Alert
Remote Engine Start / Stop
Remote Door Lock / Unlock
Remote Hazard Lights ON / OFF
Vehicle Finder (vehicle location
mapping function is available)
Vehicle's
electrical
control area
network (CAN)
is in "Sleep
Mode"
No dealer visit is required. Sleep Mode can be reset by
starting the engine and idling or driving for 5 minutes or
longer.
Go to SA-005/21.
First remote control attempt fails, second
Improper
attempt works fine.
telematics
8
• Engine Start / Stop
communication Go to TSB 16-002/20.
• Door Lock / Unlock
unit (TCU)
• Lights ON / OFF
software.
9
10
Engine turns off when customer
opens vehicle door.
• Low Tire pressure will not clear
after correcting tire pressue.
• Vehicle status is inaccurate.
Normal
Operation
MyMazda App
is not real time.
Advise that, for customer’s safety and security, vehicle
is designed to shut-off automatically when the vehicle
door is opened.
• Customer must go to MyMazda app’s Inbox and
read/open all the messages related to the low tire
pressure alert, then the “Low tire pressure” alert
will clear from MyMazda app’s Health Report
• Message will clear after next drive cycle.
ODR Data Collection Procedure
1. ID the vehicle using MDARS
---
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2. Select "Toolbox"
3. Select Vehicle Icon
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4. Expand "Collect Diagnostic
Information"
5. Select Collecting diagnostic
information "Run".
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6. Turn the ignition ON, then
select "Next"
7. Wait for collection to complete.
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8. Confirm that the ODR
collection has been successful.
Select “Next” to exit.
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Activating Remote Control by Smart Phone (links TCU to BCM)
NOTE: This procedure cannot be performed if the key transmitter power saving function is enabled. See SA-040/20.
1. Connect MDARS.
2. Use MDARS to verify if the Telematics Control Unit (TCU) is at the latest software level (Toolbox > Software Update
> Run > TCU).
Is the TCU at the latest software level?
• Yes: Go to step 3.
• No: Update TCU software, then go to step 3.
3. Select the following:
a. Toolbox
b. Repair icon
c. MAZDA CONNECT
d. Activating Remote Control by Smart Phone
e. RUN.
4. Follow the on-screen instructions and wait for
process to complete.
NOTE: If the Activating Remote Control by Smart
Phone shows "Incomplete", the possible causes
are:
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a. The advanced key is not in the vehicle.
b. The connected Vehicle Maintenance Mode is
enabled.
c. The Key transmitter power saving function is
enabled.
d. The pacemaker radio wave interference
prevention function is enabled.
5. Select Quick Check (A), then start the engine
and select the DTC Clear icon (B).
CAUTION: If the engine is not started, DTC P2610
is stored and cannot be erased.
TCU Software Version Check
1. Press and hold the Volume knob, then press
and hold the Entertainment and Favorite buttons
at the same time for 3-5 seconds and the Factory/
Service Inspection screen will appear.
CX-5 and CX-9
CX-30, CX-50, Mazda3 and MX30
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2. Select Service Information.
3. Select TCU Linked information.
4. Scroll down to TCU Software Version and
confirm the software version is at:
•
•
•
•
10020 or later for CX-5 and CX-9
100004 or later for CX-30 and Mazda3
MX-30: N/A
CX-50: N/A
Is the TCU software version correct?
• Yes: TCU Software Version Check is
complete.
• No: Go to Telematics Communication Unit
(TCU) Updates to update the TCU software
version.
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