SA-009-23c

BULLETIN NOTES
This service alert supersedes the previously issued service alert listed below. The changes are noted in Red text.
Previous TSBs:
Date(s) Issued:
SA-009/23
03/28/23, 03/01/23 and 02/06/23
SA-017/22
12/13/22, 10/10/22, 08/25/22, 05/06/22, 04/04/22
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:
2019-2023 Mazda3
2020-2023 CX-30
2021-2023 CX-5
2021-2023 CX-9
2022-2023 MX-30
2023 CX-50
2024 CX-90
DESCRIPTION
Some customers may complain about any of the following:
1. Infotainment Center Display does not provide the Authorization Code (OTP) during the MyMazda App
Connected Vehicle enrollment.
2. Remote function(s) inoperative.
•
•
•
Engine Start / Stop
Door Lock / Unlock
Lights ON / OFF
3. MAZDA CONNECT connected vehicle reception strength icon shows "X" or "\".
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Index
•
•
•
•
MAZDA CONNECT Indication
Remote Engine Start Will Not Function
Remote Engine Start Function Will turn engine OFF
Deactivation Mode
MAZDA CONNECT Indication
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.
CX-5, CX-50, CX-9, MX-30
Mazda3, CX-30 built July 1, 2021 and later
The communication function is temporarily disabled due to
infotainment system setting.
• Deactivation Mode
• Connected Service contract has ended
(Subscription expired)
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• TCU has not been initialized, go to SA-004/21
Vehicles built before July 1, 2021
Customer deactivated Connected Services (Opt-Out)
Vehicles built after July 1, 2021
• eMDCS Warranty Vehicle Inquiry will show
Campaign CSP04 Status Open
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.
NOTE: Connected Vehicle Maintenance Mode is
unnecessary if the customers vehicle is
in Deactivation Mode.
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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.
2021 Mazda3, 2021 CX-30, CX-50, MX-30: Vehicle's electrical control area network (CAN) is in
"Sleep Mode"
8
or
9
A registered key is detected in the vehicle
10 Brake pedal switch detects brake application
Low fuel warning
11
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)
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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.
DTC Stored
20
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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Deactivation Mode
Some new owners may chose not to enroll into Connected Vehicle (CV) Services. If this happens, the Telematics
Communication Unit (TCU) will switch to Deactivation Mode.
Any of the following conditions will initiate Deactivation Mode:
•
•
•
•
•
Customer does not enroll into CV services within 5 days from Retail Date (RDR/Warranty Start Date).
Customer unsubscribed from CV services.
CSP04 (Opt-Out)
Free trial period has expired.
Customer unsubscribed from CV services prior to February 26, 2023 (Mazda IT batch deactivation).
NOTE:
• Customer/Dealer can activate CV services anytime via MyMazda app (there just might be a slight delay in making
the backend connection since it was temporarily deactivated).
• When TCU is in Deactivation Mode, infotainment Over-the-Air (OTA) Connectivity Master Unit (CMU) software
update is not possible (disabled).
• Prior to Retail Date, the TCU is active.
Deactivation Mode Status Check:
Reception Icon Shows normal strength
TCU Active
Infotainment
Center
Display
Reception Icon Shows "X"
TCU in
Deactivation
Mode
Mazda
Connected
Vehicle
Viewer
(MCVV)
1. Go to Mazda
Connected
Vehicle Viewer
(MCVV)
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2. Select
"Vehicle
Communication
Line Status
Reference"
3. Enter VIN
and then select
"Search"
TCU Active (Status -> Opened)
4. See Status
TCU in Deactivation Mode (Status -> Closed)
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.
PREPARATION:
1. Confirm that the TCU is at the latest software level. Go to Telematics Communication Unit (TCU) Updates
2. Go to eMDCS Vehicle Inquiry and confirm the following campains are not shown or closed:
•
•
•
•
CSP06
CSP07
SSPC7
DRW41
3. Go to eMDCS Vehicle Inquiry and confirm CSP04 is not shown.
4. Confirm the customer's phone and vehicle have good to strong reception during the concern as shown in the table
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below.
• If the reception icon shows "X", the vehicle is possibly is in Deactivation Mode.
• Customer/Dealer can activate CV services anytime via MyMazda app (there just might be a slight
delay in making the backend connection since it was temporarily deactivated).
• 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 Connected Vehicle Troubleshooting below.
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. Unable to create a MyMazda account
2. Remote function(s) inoperative
3. No One Time Pass Code (OTP)
4. Connected vehicle reception strength icon shows "X" or "\"
5. MyMazda App displays incorrect tire pressures (Except CX-5 and CX-9)
6. Unable to activate Connected Services (2019 Mazda3)
7. Software Update Error (2020 Mazda3)
8. Functions inoperative (2021-> CX-30, CX-50, Mazda3 and MX-30)
9. First remote control attempt fails, second attempt works fine
10. Engine turns off when opening door
11. Low Tire pressure will not clear after correcting tire pressue
12. MyMazda App does not display tire air pressures (CX-5, CX-9)
Educational Videos
Resources
Connected Vehicle Troubleshooting
Symptom
Cause
Action
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The customer is not able to create a
MyMazda account. The customer
receives the following error:
MyMazda App - Internal Usher SDK
error.
1. Text “Start” to 1-949 518-0058 (Twilio SMS for
Mazda)
2. Retry to create a MyMazda account.
Customer
NOTE: USA and Canada only
inadvertently
texted “Stop”
to 1-949 5180058
(Twilio SMS for
Mazda)
1
MyMazda Website - ERROR! Unable to
send one-time password.
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2 Remote function(s) inoperative.
• Engine Start / Stop
• Door Lock / Unlock
• Lights ON / OFF
Go to the
Push Notification
MyMazda App
to view the
reason for
remote function
failure.
OS Lock
Home
Screen
Tap the
Tap the push alert
notification
card
Inbox
Detail
Tap
"check
vehicle
status"
Go to the MyMazda App INBOX > ACTIVITY HISTORY -> to view
reason for remote function failure.
Activity History
Go to eMDCS Vehicle Inquiry and confirm the
following campains are not shown or closed:
Campain Status
•
•
•
•
CSP06
CSP07
SSPC7
DRW41
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.
Troubleshooting
needed
2. Confirm TCU software version is at the following
using TCU Software Version Check
• Mazda3 - 10006 or later
• CX-30 - 10006 or later
• CX-5 - 10023 or later
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• CX-9 - 10023 or later
• MX-30: 10019 or later
• CX-50: 10003 or later
3. Disconnect battery for 30 seconds and then
reconnect (KAM reset).
NOTE: Test drive vehicle after battery
disconnect to allow the GPS clock to
sychronize before retrying Authorization Code.
4. 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.
5. Contact Hotline for additional technical support if
needed.
Only a single
remote request Customer needs to wait 60 seconds for the initial
can be made
request cycle to be completed to make the second
per 60-second request.
period
Remote
Transmitter
Key(s) in the
vehicle
1. Aftermarket
Remote Engine
Start accessory
installed.
2. Mazda
Remote Engine
Start (BCKAV7-620)
accessory
installed.
TCU in “deep
sleep” mode
due to vehicle
being parked
for a long
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)].
Advise customer to drive the vehicle as normal (at
least several miles) and the Connected
Services should start working again.
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period.
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).
Go to eMDCS Vehicle Inquiry and confirm the
following campains are not shown or closed:
Campain Status
Customer
deactivate
Connected
Services (OptOut))
No One Time Passcode (OTP)
(Vehicle infotainment center display
3
does not provide the Authorization Code
during the MyMazda App enrollment)
•
•
•
•
CSP06
CSP07
SSPC7
DRW41
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.
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
Troubleshooting using TCU Software Version Check.
needed
• Mazda3 - 10006 or later
• CX-30 - 10006 or later
• CX-5 - 10023 or later
• CX-9 - 10023 or later
• MX-30: 10019 or later
• CX-50: 10003 or later
3. 2019 Mazda3 Only - Confirm CMU software
version is at 11012 or later.
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4. Retrieve MAZDA CONNECT CMU log data. Go to
MGSS -> Infotainment -> MAZDA CONNECT CMU
Data Retrieval
5. Perform "Activating Remote Control by Smart
Phone" (links TCU to BCM)
6. Clear DTC(s).
NOTE: If DTC 2050:55 is stored, go to SA-003/20 to
clear DTC.
7. Perform KAM reset.
NOTE: Test drive vehicle after a KAM reset to allow
the GPS clock to sychronize before retrying
Authorization Code.
8. Contact Hotline for additional technical support if
needed.
Customer/Dealer can activate CV services anytime
via MyMazda app (there just might be a slight delay in
making the backend connection since it was
temporarily deactivated). The reception icon will
switch to normal reception after enrollment.
Deactivation
Mode
MAZDA CONNECT connected vehicle
reception strength icon shows "X" or "\".
Mazda3, CX-30, CX-50, MX-30
Go to eMDCS Vehicle Inquiry and confirm the
following campains are not shown or closed:
Campain Status
4
CX-5, CX-9
Customer
deactivate
Connected
Services (OptOut))
•
•
•
•
CSP06
CSP07
SSPC7
DRW41
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.
1. Check for DTCs. Are there any DTC's stored?
No reception
• Yes: Go to MGSS for normal DTC diagnosis.
• No: Go to next step.
2. Confirm TCU software version is at the following
using TCU Software Version Check.
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•
•
•
•
•
•
Mazda3 - 10006 or later
CX-30 - 10006 or later
CX-5 - 10023 or later
CX-9 - 10023 or later
MX-30: 10019 or later
CX-50: 10003 or later
3. 2019 Mazda3 Only - Confirm CMU software
version is at 11012 or later.
4. Disconnect battery terminal for 30 seconds, then
test drive the vehicle. Is the reception strength signal
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
5 MAZDA CONNECT and/or MyMazda
App displays incorrect tire pressures
after battery disconnect and/or
Incorrect
calendar entry
(month/day/
year) after a
battery
Go to SA-002/21
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infotainment CMU software update.
disconnect or
infotainment
system
software
update.
2019 Mazda3 only
6
• 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
7
• 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
8
•
•
•
•
•
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"
or
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 09-010/22.
First remote control attempt fails, second
Improper
attempt works fine.
telematics
9
• Engine Start / Stop
communication Go to TSB 16-002/20.
• Door Lock / Unlock
unit (TCU)
• Lights ON / OFF
software.
10
11
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.
CX-5, CX-9
CX-5 and CX-9
12 The MyMazda App does not display tire Normal
No action Needed
air pressures
Operation
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ODR Data Collection Procedure
1. ID the vehicle using MDARS
---
2. Select "Toolbox"
3. Select Vehicle Icon
4. Expand "Collect Diagnostic
Information"
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5. Select Collecting diagnostic information
"Run".
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.
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.
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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:
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.
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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
CX-5 and CX-9
CX-30, CX-50, Mazda3 and MX30
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.
2. Select Service Information.
3. Select TCU Linked information.
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4. Scroll down to TCU Software Version and
confirm the software version is at:
•
•
•
•
•
•
Mazda3 - 10006 or later
CX-30 - 10006 or later
CX-5 - 10023 or later
CX-9 - 10023 or later
MX-30: 10019 or later
CX-50: 10003 or later
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.
Educational Videos
Overview
Using MyMazda App
In-car Wi-Fi hotspot
MyMazda remote
Notifications
Saftey features
Resources
SA-019/22 - MAZDA CONNECTED SERVICES - FREQUENTLY ASKED QUESTIONS (FAQ)
Connected Services Owner's Manual
MAZDA CONNECT and MAZDA CONNECTED SERVICES USER GUIDE
MAZDA CONNECTED VEHICLE VIEWER (MCVV) USER GUIDE
MAZDA CONNECT ESSENTIALS WBT (30076)
MAZDA CONNECT & CONNECTED SERVICES FOCAL POINT (30093FOC)
MAZDA CONNECTED SERVICES SMART CARDS
MAZDA CONNECTED SERVICES: CUSTOMER OUTREACH
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