SA-033-23

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-001/22
08/09/22, 05/23/22, 03/17/22, 02/14/22 and 01/11/22
SA-019/21
11/16/21, 09/28/21, 09/01/21, 06/25/21, 04/08/21 and 02/2
6/21
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
2016-2022 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-026/22.
• If you suspect a counterfeit Navi SD card, ask the customer for proof of purchase. It cannot be determined by
visually looking at the label. If Mazda Toolbox is used and a counterfeit SD card is detected, the customer VIN
may be locked-out.
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NOTE:
• If possible, complete any one of the Microsoft Forms Questionnaires. Go to MGSS -> Infotainment -> MAZDA
CONNECT Questionnaire.
• Some customers may complain that on some roads, the speed limit shown in the navigation screen is different
from the actual road signs.
Every time MAZDA CONNECT starts (boots up when ignition turns ON), the disclaimer notification is
shown to notify that there are some difference between the navigation map data and actual road signs.
Lead time for updating the navigation map data takes 12 months.
○
○
Index:
No. 1 Blank Screen
No. 2. Rear View Camera is not displayed
No. 3 Rebooting
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 Cannot Play Bluetooth Audio
No. 12 Other Symptoms
No. 13 How to update the Navigation SD Card Map
No. 14 How to Check Navi SD Card VIN Lock
No. 15 How to Report Navigation Map Error or Missing Location
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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.
7
Are the connectors for the CMU
inserted correctly?
Yes
Go to step 8.
No
Insert the connectors 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.
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.
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.
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No. 3 Rebooting
Step
1
2
3
4
5
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.
USB device is not compatible
Disconnect the USB device. Does the reboot stop Yes
after USB device is disconnected?
No
Go to step5.
Yes
Go to step 6.
Check / Replace the CMU.
Does the reboot continue after ignition key OFF
then back ON?
No
• Retrieve the data log if possible
before replacing the CMU
• Document date and time of the
condition
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.
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No. 4 Infotainment System Has No Sound
Step
1
2
3
Inspection
Result
Yes
Using M-MDS, are any infotainment
system DTC's stored?
No
Is the customer complaint "no sound from Yes
left side of vehicle"?
No
Is the customer's connected device an
iPhone?
4
Did iPhone IOS 15.1 or higher resolve
customer concern?
5
Is sound normal other than navigation
guidance?
6
7
Yes
No
Yes
No
Yes
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
8
Replace the Navigation SD Card. Can you
hear voice after Navigation SD Card
No
replacement?
9
Can you hear sound after raising the
volume of audio?
10
<< 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?
11
Go to MGSS "DIAGNOSTIC ASSIST
FUNCTION [CONNECTIVITY MASTER
UNIT (US)]"
Perform Diagnostic Assist Code “94”
Speaker Inspection.
Did the Speaker Inspection Pass?
Yes
No
Yes
No
Pass
Fail
Action
Go to MGSS for DTC diagnosis
Go to step 2.
Go to step 3.
Go to step 4.
Advise customer to update their iPhone IOS to
15.1 or higher, then go to step 4.
Go to step 5.
Repair complete.
Collect CMU log data and contact Hotline for
additional support.
Go to step 6.
Go to step 7.
Normal Operation.
Go to step 8.
Normal Operation.
Go to step 9.
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 10.
<< 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 11.
Check / Replace the CMU. Retrieve
• 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
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CENTER DISPLAY]]
No. 5 Commander Switch Does Not Work
Step
1
2
3
4
5
Inspection
Result
Yes
Using M-MDS, are any infotainment
system DTC's stored?
No
Yes
Does the Commander Switch work
correctly?
No
Does the Steering Wheel Switch work Yes
correctly?
No
2016-2020 CX-5: Inspect connector C- Yes
16 for corrosion due to liquid spill. Is
corrosion found at C-16?
No
Other models: Go to next step
Are fues blown/ missing?
Yes
No
Pass
6
7
8
9
Go to MGSS "DIAGNOSTIC ASSIST
FUNCTION [CONNECTIVITY MASTER
UNIT (US)]"
Perform Diagnostic Assist Code “65”
Fail
Commander Switch and Steering
Wheel Switch Inspections.
Did the Switch Inspections Pass?
Yes
Is the connector for the Commander
Switch inserted correctly?
No
Yes
Are the CMU connectors inserted
correctly?
No
Swap the Commander Switch with good Yes
known vehicle. Does the Commander
No
Switch work correctly?
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.
Repair as necessary
Go to next step
• Blown - Diagnose blown fuse
• Missing - Install missing fuse
Go to step 6.
Go to step 7.
Replaced the failed switch. Go to MGSS:
• Steering Wheel Switch Removal/Installation
• Commander Switch Removal/Installation
Go to step 8.
Insert the connector correctly.
Go to step 9.
Insert the connectors correctly.
Check / Replace the Commander Switch.
Go to step 10.
Check / Replace the CMU.
10
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 -> Entertainment System.
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No. 6 Bluetooth device will not pair
Step
Inspection
1
Using M-MDS, are any infotainment system
DTC's stored?
2
Is Bluetooth enabled on the customers
device?
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?
Result
Yes
No
Yes
No
Yes
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
Inspection
Result
Action
Go to MGSS "DIAGNOSTIC ASSIST FUNCTION Yes
Normal Operation.
[CONNECTIVITY MASTER UNIT (US)]"
Perform Diagnostic Assist Code “72” GPS
information verification.
1
Check GPS Received Level.
No
Go to step 2.
2
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
Yes
Go to step 4.
No
Go to step 3.
3.
Yes
Is the wheel and tire size correct according to the
tire label?
No
4
Is the GPS antenna connector secured properly?
5
Is the GPS wiring harness open or shorted?
6
Are the CMU connectors secured properly?
7
Is the CMU wiring harness open or shorted?
8
Replace GPS antenna. Does the Navigation
system show correct position?
Yes
No
Yes
No
Yes
No
Yes
No
Yes
No
Go to step 8.
Swap wheels/tires with correct size. If
issue is fixed, inform the customer.
Go to step 5.
Insert the connector correctly.
Repair / Replace GPS wiring harness.
Go to step 6.
Go to step 7.
Insert the connectors correctly.
Repair / Replace CMU wiring harness.
Go to step 8.
Repair completed.
Check / Replace the CMU.
• 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.
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No. 8 Voice Recognition Does Not Work
Step
1
2
3
4
Inspection
Using M-MDS, are any infotainment system DTC's
stored?
Result
Action
Yes
Go to MGSS for DTC diagnosis
No
Go to step 2.
Pass Go to step 3.
Go to MGSS "DIAGNOSTIC ASSIST FUNCTION
[CONNECTIVITY MASTER UNIT (US)]"
Perform Diagnostic Assist Code “65” Commander
Fail
Switch and Steering Wheel Switch Inspections.
Did the Steering SW Inspection Pass?
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?
Go to MGSS STEERING SWITCH
INSPECTION.
Go to step 4.
Go to MGSS MICROPHONE
INSPECTION.
Repair complete
Check / Replace the CMU.
No
• 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
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.
Pair the customers device to the vehicle.
Go to step 6.
Select the customers device from Bluetooth
settings.
Normal Operation
No
Go to step 7.
Yes
Go to step 8.
No
The customers device is not compatible.
Yes
No
Yes
4
Is the customers device paired to the
vehicle?
5
Is the customers device selected in MAZDA
CONNECT settings?
No
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?
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8
9
10
11
Does the same symptom occur on another Yes
same model/year vehicle?
No
Yes
Reboot the customers device. Does
Bluetooth work correctly?
No
Is the Bluetooth device in a place where
Yes
radio waves may be blocked?
(Behind or under a sheet, in a box, in a
No
purse/bag, ext.)
Is the Bluetooth device contacting or
blocked by metal objects?
12
Is a Bluetooth device and a USB device
connected at the same time?
13
Does the problem occur in a specific
geological location only?
14
15
Yes
No
Yes
No
Yes
No
Does the same symptom occur on another Yes
Bluetooth device?
No
Does the voice recognition system operate Yes
using other functions such as Bluetooth
Audio?
No
Go to step 9.
Go to step 10.
Vehicle operation is normal.
Go to step 10.
Move the Bluetooth device away from hidden
location.
Go to step 11.
Move the Bluetooth device away from metal
objects.
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
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No. 10 Cannot Play Bluetooth Audio
Step
1
2
3
4
5
6
7
8
9
10
11
12
13
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
Move to a location where data service strength
strength good?
No
is good and retest.
Yes
Go to step 5
Is the customers device battery strength
Connect the customers device to a charger or
good?
No
recharge the device, then retest.
Yes
Go to step 6.
Is the customers device paired to the
vehicle?
No
Pair the customers device to the vehicle.
Yes
Go to step 7.
Is the customers device selected in MAZDA
Select the customers device from Bluetooth
CONNECT settings?
No
settings.
Delete the device from MAZDA CONNECT Yes
Normal Operation
and then re-pair it.
No
Go to step 8.
Does Bluetooth work correctly?
Go to http://
Yes
Go to step 9.
infotainment.mazdahandsfree.com Web
Site.
No
The customers device is not compatible.
Is the customers device compatible?
Go to step 10.
Does the same symptom occur on another Yes
same model/year vehicle?
No
Go to step 11.
Yes
Vehicle operation is normal.
Reboot the customers device. Does
Bluetooth work correctly?
No
Go to step 11.
Is the Bluetooth device in a place where
Move the Bluetooth device away from hidden
Yes
radio waves may be blocked?
location.
(Behind or under a sheet, in a box, in a
No
Go to step 12.
purse/bag, ext.)
Move the Bluetooth device away from metal
Yes
objects.
Is the Bluetooth device contacting or
Go to MGSS NO Bluetooth® AUDIO AND
blocked by metal objects?
INTERNET RADIO SOUND [ENTERTAINMENT
No
SYSTEM [WITH CENTER DISPLAY]]
Go to step 13 if not resolved.
Yes
Disconnect other USB device.
Check / Replace the CMU.
Is a Bluetooth device and a USB device
connected at the same time?
No
• Document device model, software
version and occurrence of the condition.
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• Retrieve the data log if possible before
replacing the CMU
• Document date and time of the condition
No. 11 Navigation address not found
Navigation system does not contain a road that I know it
1 exists and I am certain I have the most recent map update
available.
Go to mapcreator.here.com, point, click
and report missing address.
No. 12 Other symptoms
Symptom
Error Messages
SiriusXM
Bluetooth
Center
Display
• Unable to Connect to SiriusXM
Radio
• Check SiriusXM Tuner
SIRIUSXM Travel Link Parking
Information Not Subscribed Error
Can SiriusXM be added if not equipped?
iPhone incoming SMS Text Message is
not displayed
Wrong phone connected
Ghost Touch, Surface Peeling, Spider
Cracking, White dots.
Solution
Update CMU software version to 74.00.230A or
later.
Go to SA-007/22
Go to MT-007/15
Go to MT-011/18
Go to SA-063/17
Go to SA-001/23
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High-Temperature Normal Detection
The Temperature Warning message displays when
the MAZDA CONNECT™ screen temperature is
above 176 °F (80 °C).
Hot Temperature Warning message
• This is a normal screen protection function.
DO NOT perform repairs for this concern.
Normal screen operation will resume when
the screen temperature cools.
High-Temperature False Detection
Temperature Warning message when the MAZDA
CONNECT™ screen temperature is below 176 °F
(80 °C)
• Update CMU software version to 74.00.310A
or later.
Rear view monitor is blurry
Clock
Navigation
Clock shows incorrect time
How to update maps
Error message "Invalid SD Card"
Navigation is inoperative
Go to MT-007/18
Go to 09-031/20 if applicable
Go to SA-041/20
Go to Mazda Toolbox
1. Go to MT-001/18
2. Check VIN Lock
1. Go to MT-007/15
2. Go to MGSS MAP IS NOT DISPLAYED
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No Navigation voice guidance
Smart phone device will not charge
Audio source improper operation when
device connected to USB
USB Aux
No USB audio sound
No Aux audio sound
[ENTERTAINMENT SYSTEM [WITH CENTER
DISPLAY]]
Go to MGSS NO NAVIGATION GUIDANCE VOICE
OUTPUT [ENTERTAINMENT SYSTEM [WITH
CENTER DISPLAY]]
Go to MT-022/15
Go to MT-002/18
Go to MT-002/18
Go to MGSS NO USB AUDIO SOUND OUTPUT
[ENTERTAINMENT SYSTEM [WITH CENTER
DISPLAY]]
Go to MGSS NO AUX AUDIO SOUND OUTPUT
[ENTERTAINMENT SYSTEM [WITH CENTER
DISPLAY]]
No. 13 How to update the Navigation SD Card Map
Go to Mazdausa.com
Select Owners → How to Use → Add vehicle year/model → VEHICLE RESOURCES → NAVIGATION
SYSTEM → Map Update Guide
NOTE: The customer will be instructed to download the Mazda Toolbox App.
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License Error
message in
Mazda Toolbox
Customer is locked out of map update on Mazda Toolbox due to unauthorized or
counterfeit navigation SD card.
How to unlock the customer account in Mazda Toolbox
1. Purchase a Genuine Mazda Navigation SD card.
2. Install new Genuine Mazda Navigation SD card.
Free map
update period
has expired
Customer needs to go to "Buy content" to purchase map update.
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No. 14 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)
No. 15 How to Report Navigation Map Error or Missing Location
Navigation system does not contain a road that I know it exists and I am certain I have the most recent
map update available.
1
Advise the customer to go to mapcreator.here.com
2
Customer will need to create a mapcreator.here.com Log In
3
Customer can use the HERE website to report map error or missing location. Point, click and report
missing address.
Note: Inform the customer that the map correction may take up to 6 months to appear on the latest
map update.
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