SA-009-24a

BULLETIN NOTES
This Service Alert supersedes the previously issued SAs listed below. The changes are noted in Red text.
Previous SA:
Date(s) Issued:
SA-009/24
02/08/24
SA-015/23
12/07/23, 06/28/23, 05/24/23, 04/28/23, 03/27/23 and 03/10/23
SA-019/22
12/13/22, 10/10/22, 05/06/22 and 04/06/22
SA-012/21
10/07/21, 06/15/21, 05/10/21, 04/14/21, 03/15/21, 02/22/21, 02/08/21 and 02/02/21
SA-007/20
11/30/20,10/19/20, 09/29/20, 08/03/20, 06/16/20, 05/22/20, 05/18/20, 04/14/20, 04/06/20,
03/11/20, 03/06/20, 02/27/20, 02/18/20 and 01/10/20
SA-054/19
12/17/19 and 12/06/19
APPLICABLE MODEL(S)/VINS:
2019-2024 Mazda3
2021-2024 CX-5
2022-2023 MX-30
2025 CX-70
2020-2024 CX-30
2023-2024 CX-50
2024 CX-90
2021-2023 CX-9
2024 MX-5
DESCRIPTION
Frequently Asked Questions (FAQ)
Index
General Questions
Reception Level Inspection
Setup and Getting Started
Dealer Processes
Registration / Enrollment
TCU Activation
WI-FI General Informatio
Conditions for Remote Engine Start Will Not Function
WI-FI How-To
Conditions for Remote Engine Start Function Will turn engine OFF
WI-FI Trial Period
Deactivation Mode
Interacting With The App
Educational Videos
Service Issues
Resources
Troubleshooting
Customer Opt-Out
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General Questions
FAQ
Answer
Like a personal assistant for your Mazda, access your vehicle's health
report, remotely start your engine, lock and unlock the doors and more
What is included
through the MyMazda app on your mobile device. All complimentary for the
in Connected Services? first three (3) years of ownership. The vehicle can also be equippped with
in-car Wi-Fi capabilities and provide access to emergency services
like automatic 911 dialing and roadside assistance.
Connected Services utilizes a built-in cellular data connection between the vehicle and the
MyMazda smartphone app, offering remote access to a variety of great features, including:
What benefits come with
Connected Services?
• Monitoring your vehicle status from nearly anywhere
• Remotely starting your vehicle from much farther away than key-fob-activated remote
start systems
• Using Vehicle Finder to more easily find your vehicle; especially helpful when parked in
a large, crowded parking lot.
On which vehicles is
Connected Services
available?
Connected Vehicle Services are available on the applicable models shown at the beginning of
this Service Alert.
Other models to feature Connected Services have yet to be announced.
How do I know my
Mazda supports
Connected Services?
Applicable models (all trims) support Connected Services. Signal strength can be checked on
the Mazda Connect center display.
On the Mazda Connect home screen, go to "Navigation" or "Entertainment" and look for the
telematics icon at the bottom right of the screen.
Is Connected Services
available on manual
transmission vehicles?
Yes, Connected Services features are available on manual transmission vehicles.
However, the remote engine start/stop feature is not available for manual transmission
vehicles.
When will the
free Connected
Services and Wi-Fi trial
periods be activated?
At time of RDR.
In the case of an RDR reversal, Mazda's systems will identify the final retail sales date for that
VIN and restart the clock for the 3-year free trial.
When can I get
Connected Service for
my 2019 Mazda3?
Available 10/16/2020. After CSP06 completion, Connected Service can be activated via the
MyMazda app after entering the VIN and reading the entire disclaimer before checking "I
Agree".
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Setup and Getting Started
FAQ
Answer
Is it mandatory to enroll in
Connected Services?
No, it is an optional service. However, if you do
want to use Connected Services features,
enrollment via the MyMazda app is required.
How can I opt out
of Connected Services?
If you are enrolled in Connected Services, you
may unsubscribe at any time via the MyMazda
app, using the following directions:
1. Go to “hamburger menu” (i.e., three vertical
lines icon) on the top right of the app screen
2. Tap MyMazda
3. Tap My Vehicle
4. Tap on “more options menu” (i.e., three
vertical dots icon) on the top right of the app
screen
5. Tap on “Unsubscribe Connected Services”
6. Confirm pop-up warning message
Is there a subscription
fee for Connected
Services?
Yes. While Connected Services is complimentary for the initial three (3) years from the
original vehicle purchase date (i.e., RDR date), there is a fee after the 3 years.
The subscription fee after the complimentary period has yet to be determined.
Connected Services collects a variety of data, including:
Information at registration:
• Personal information
Name
Address
Phone Number
Email
• Vehicle Information
Vehicle Identification Number (VIN)
Year & Model
Current Mileage
Miles Driven per Day
Driving Condition
Preferred Dealer
○
○
○
○
What data does Connected
Services collect?
○
○
○
○
○
○
Data transmitted from vehicle:
• Event of an Accident
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Location of accident
Status of vehicle
• Vehicle Warning Events
Location where vehicle warning was issued
Status of vehicle
• Vehicle Status
When the vehicle is turned off, the vehicle sends out status
information including fuel level, oil condition and warning lights
○
○
○
○
○
Smartphone Device:
• IMEI (device ID) at login for security purposes
For more information:
Connected Services Terms & Conditions
Connected Services Privacy Policy
CV Important Notice (Secondary Driver)
Personal information is collected at the time of MyMazda app registration, including name,
address, telephone number, email address and VIN. For more information on the data
How does
collected by Connected Services, please refer to the Connected Services Terms &
Connected Services collect Conditions and Privacy Policy.
customer data?
Connected Services Terms & Conditions
Connected Services Privacy Policy
CV Important Notice (Secondary Driver)
What does Mazda do with
data collected
by Connected Services?
Anonymized information may be used for product quality, data analysis, research and
product development. For more information on the data collected by Connected Services,
refer to the Connected Services Terms & Conditions and Privacy Policy. For more
information on the data collected by Connected Services, refer to the Connected Services
Terms & Conditions and Privacy Policy.
Connected Services Terms & Conditions
Connected Services Privacy Policy
CV Important Notice (Secondary Driver)
All personal information and information that indirectly enables the customer identification
Will my data be
will be deleted. Anonymized information may be used for product quality, data analysis,
deleted when I
research, and product development. For example, data transmitted from your vehicle, such
unsubscribe
as Customer ID and VIN, will be stored and utilized by Mazda after being disconnected
from Connected Services?
from the customer information.
If I sell my Mazda, will the
next owner be able to see
my data?
No, the new vehicle owner will not be able to
view any of the previous owner’s data.
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Registration / Enrollment
FAQ
Answer
What if I’m
already registered for a
MyMazda account?
If you’re already registered for a MyMazda account, you can simply enroll another eligible
vehicle to take advantage of Connected Services.
How do I
activate Connected
Services?
You can activate a Connected Services-equipped Mazda vehicle via the MyMazda app. You
will need to add your VIN and then read the entire disclaimer and check "I Agree" or "I
Disgree."
MyMazda App Enrollment Preparation
1. Create a MyMazda account.
2. Complete any "OPEN" Recalls / Special Service Programs. Go to MGSS -> warranty Veh.
Inq.
3. Update the Telematics Communication Unit (TCU) to the latest software version. Go to
MGSS -> Telematics Communication Unit (TCU) Updates
4. 2019 Mazda3 only - Update the Connectivity Master Unit (CMU) to the latest software
version. Go to MGSS -> MAZDA CONNECT Updates.
5. Check TCU activation status.
a. Go to MAZDA CONNECT home screen.
b. Select Entertainment
c. Select Source List and then select any of the following:
• FM
• AM
• SiriusXM
d. Check the Connected Vehicle reception strength icon:
How do I enroll my
vehicle in
Connected Services?
• Reception strength icon shows normal
strength. The TCU is active and ready for
enrollment. Go to Enrollment.
• Reception strength icon shows "X". The
TCU is deactivated. Enrollment is not
possible. Go to TCU Activation.
• Reception strength icon shows "\". Move
the vehicle to an area with a clear view of
the sky.
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Enrollment
1. After registering for a MyMazda account, the Select
Vehicle screen will appear. Tap “Add Vehicle” and follow
the onscreen instructions to add your vehicle.
2. To enroll in Connected Services, tap “Enroll” on the “My
Vehicles” screen.
3. On the Connected Services Enrollment screen, tap Start
to begin the enrollment process.
4. Switch the ignition ON in your Mazda vehicle.
5. Wait 30 seconds.
6. Tap Next.
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7. Tap Request to receive authorization code on your
vehicle’s Mazda Connect center display and wait a few
minutes for the infotainment center display to show the
Authorization Code.
8. After a few minutes, the infotainment center display will
show the Authorization Code. Enter the authorization code
in the MyMazda app, then tap Submit.
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9. After enrollment is successfully processed and the
vehicle is connected, you will receive a push notification.
I am not able to create a
MyMazda account. I
receive 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.
NOTE: USA and Canada only
MyMazda Website ERROR! Unable to send
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one-time password.
How do I enroll a
new vehicle in
Connected Services?
Simply take the following steps to enroll another vehicle in
Connected Services:
1. From the MENU, tap MyMazda
2. Tap My Vehicle
3. On the Action tab, tap Add Vehicle
4. Tap Scan VIN and scan barcode with your camera OR, if
the barcode cannot be scanned, tap Manually Enter
VIN and enter the VIN
5. Tap VALIDATE
What should I do when I
see a “(400C04)” error
message when I try to
enroll in Connected
Services?
Wait several minutes and try again.
Do I need an
internet connection to
access Connected
Services?
Yes. The MyMazda app will not work without an internet connection.
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When pairing
the MyMazda app to a
vehicle, does the
authorization
code expire?
Yes, the code expires after 5 minutes. If it has expired, you
can request a new authorization code via the MyMazda
app. Simply return to Connected Services Enrollment,
proceed to the step “Request Authorization Code,” then tap
“Request.”
While both codes are for security purposes, they work differently:
What is the
difference between the
two-way authorization
validation code and
the authorization code?
• Validation Code: Used for two-way authentication when you initially sign into your
MyMazda app account. This code is sent to the your smartphone device via SMS. You
will enter your validation code in to the MyMazda app after receiving it via SMS during
the app registration process.
• Authorization Code: Used to pair your MyMazda account to the vehicle. This code is
sent to the vehicle’s head-unit display. You will then enter the authorization code in to
the MyMazda app after confirming it on the vehicle’s head-unit display during
Connected Services enrollment.
You can SIMULATE Connected Services functions in Guest Mode (not connected to a vehicle)
by simply selecting "Guest Mode" from the MyMazda app login screen. Then, select applicable
vehicle to see how Connected Services features like Remote Start and Vehicle Status look on
What Connected
the MyMazda app.
Services functions can be
Guest Mode also provides helpful features, including dealer search,
accessed in Guest
recommended maintenance schedule, manuals and guides, Roadside Assistance and a
Mode?
variety of other Menu options.
Register for a MyMazda account and enroll in Connected Services to experience the full suite
of features.
Can multiple users
No, additional users must use email addresses that are not currently used on the MyMazda
be registered under
app and MyMazda Web.
the same email address?
What about
loaner vehicles? Will
the Connected
Services functions be
activated?
Connected Services functions can easily be activated on applicable models via the MyMazda
app, even a loaner. If a customer utilizing the loaner activates their phone, after returning the
loaner, the dealer (or next customer) can override at any time via MyMazda app.
For security purposes, dealer processes will need to be in place to terminate Connected
Services from former driver when loaner vehicle is returned.
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Can I register more
than one vehicle under
the same Mazda
Connected Services
account?
Yes, you can register up to five (5) vehicles under the same
account.
How do I
unsubscribe from
Connected Services?
If you are subscribed to Connected Services, you may
unsubscribe at any time via the MyMazda app, using the
following directions:
1. Go to “hamburger menu” (i.e., three vertical lines icon)
on the top right of the app screen
2. Tap MyMazda
3. Tap My Vehicle
4. Tap on “more options menu” (i.e., three vertical dots
icon) on the top right of the app screen
5. Tap on “Unsubscribe Connected Services”
6. Confirm pop-up warning message
How do I delete
my vehicle from
the MyMazda app?
When parting with a Mazda vehicle that used Connected
Services, but you are planning to use another Mazda
vehicle, delete the vehicle registration information used by
Connected Services via the following steps:
1. Tap "My Vehicles" from the MENU
2. Tap “Edit Vehicle” from the Action Tab
3. Tap [DELETE VEHICLE]
4. Read the WARNING carefully, and tap [CONFIRM] if
you are sure you wish to delete the vehicle
You will automatically be withdrawn from Connected
Services at the same time. As your customer information
will remain in the system, if you are planning on using
a Connected Services-capable Mazda vehicle afterwards,
you can continue using the MyMazda app by registering the
vehicle.
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How do I delete
my account from
the MyMazda app?
You can delete your account from the MyMazda app
entirely using the following directions:
1. Tap “PROFILE” from the MENU.
2. Tap “Edit Profile” from the Action Tab.
3. Tap [DELETE ACCOUNT].
4. Read the WARNING carefully, and tap [CONFIRM] if
you are sure you wish to delete your account. By deleting
your account, you are withdrawn from Connected
Services automatically, and the vehicle registration
information connected to your account is deleted.
Does deleting
my MyMazda app
account cancel my
Connected Services
subscription?
Yes, deleting your MyMazda account ends your subscription to Connected Services.
Download the MyMazda app and follow the registration instructions. If Connected Services
was previously enabled, a message will appear in the MyMazda app during the registration
How do I start Connected process, notifiying new owner they'll be taking over Connected Services from previous owner.
Services as the second
owner of the vehicle (i.e., NOTE: The previous owner of the vehicle will receive an email with the following contents:
if vehicle was purchased Subject: Notification of unsubscribe.
used or Certified)?
Body: Your connected service account has been unsubscribed. The primary user account has
been taken over by another user. Do not reply to this message. If you have questions, please
visit https://www.mazdausa.com/contact-us.
WI-FI General Information
FAQ
What is in-vehicle Wi-Fi?
Answer
In-vehicle Wi-Fi lets you use your vehicle as a Wi-Fi hotspot so you can
connect to the internet and stream media such as music, video and so on.
Yes. You can take advantage of the free trial through:
Do I need a wireless plan to access the
internet with my vehicle’s Wi-Fi hotspot?
• Applicable Mazda3 and CX-30 (built before July 1, 2021) - Verizon
that’s good for 2GB or 6 months
• Applicable Mazda3 and CX-30 (built July 1, 2021 and later) - AT&T
that's good for 2GB or 3 months
• Applicable CX-5, CX-50, CX-70, CX-9, CX-90, MX-30, MX-5 - AT&T
that's good for 2GB or 3 months
whichever comes first.
After the free trial period, you can sign up to Verizon’s/AT&T wireless plan to
continue services.
How do I set up the in-car Wi-Fi
hotspot?
The in-car Wi-Fi hotspot is a separate service provided by Verizon/AT&T for
Mazda vehicles.
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Verizon will be the service provider for applicable Mazda3 and CX-30
vehicles, with all service agreements being made between Verizon and the
customer.
AT&T will be the service provider for applicable CX-5, CX-50, CX-70, CX-9,
CX-90, MX-5 and MX-30 vehicles, with all service agreements being made
between AT&T and the customer.
Using your device, discover the vehicle's designated SSID and use the
appropriate password to set up. Or, you can check for instructions within
MyMazda by accessing QUICK LINKS and tapping "In-Car Wi-Fi."
Will devices automatically connect to
the hotspot after setup?
Yes. Following setup, devices within range will automatically connect to the
hotspot as long as their Wi-Fi is enabled.
What is the download speed?
As the Wi-Fi uses Verizon, your Mazda uses America’s largest and most
reliable 4G LTE network. Download speeds typically run between 5 and 12
Mbps, with peak download speeds reaching up to 50 Mbps.
If you reach the limits list below, simply continue services by signing up for
Verizon’s/AT&T's wireless plan. Verizon/AT&T offers an unlimited plan for $20
per month.
What happens if I reach my Wi-Fi data
limit during my subscription?
• Verizon applicable Mazda3 and CX-30 (built before July 1, 2021) - 2GB
/ 6-month free trial
• AT&T applicable Mazda3 and CX-30 (built July 1, 2021 and later) 2GB / 3-month free trial
• AT&T applicable CX-5, CX-50, CX-70, CX-9, CX-90, MX-5 and MX-30 2GB / 3-months free trial
How many devices can be connected to
You can connect up to five (5) devices to the Wi-Fi hotspot at a time.
the Wi-Fi hotspot at any given time?
Am I able to check how much data I've
used each month once I have a Wi- Fi
subscription?
During the free trial, you can monitor how much of the 2GB / month limit
was used. If you enroll in Verizon’s/AT&T's $20-per-month unlimited plan,
there will be no data limit.
Where will I have Wi-Fi coverage?
Within the United States, Connected Services uses Verizon’s network,
America’s largest and most reliable 4G LTE network. When driving in Canada,
roaming is available, with up to 512 MB per day available at 2G speeds.
Can an owner use a different Wi-Fi
provider than Verizon in the future?
No, only Verizon/AT&T. This platform is hard-coded to only function with
Verizon/AT&T services. Consideration is being offered for greater flexibility
with future generation platforms.
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WI-FI How-To
FAQ
Answer
How do I connect a device to my
vehicle’s Wi-Fi hotspot?
Using your device, discover the vehicle’s designated SSID and use the
appropriate password.
How do I turn the Wi-Fi hotspot on/
off?
First, access the Wi-Fi Settings menu:
1. Select Settings from the Mazda Connect MENU.
2. Select Connectivity.
3. Select Wi-Fi Settings.
From here, you can turn the Wi-Fi off or on. You can also set a designated SSID
and password, much like you would with a home router.
You can manage the Wi-Fi password by following these steps:
1. Select Settings from the Mazda Connect home screen.
How do I manage my Wi-Fi hotspot
2. Select Connectivity.
password?
3. Select Wi-Fi Settings.
4. Select Wi-Fi Password to manage the password.
You can manage the Wi-Fi password by following these steps:
1. Select Settings from the Mazda Connect home screen.
What if I forget my Wi-Fi password? 2. Select Connectivity.
3. Select Wi-Fi Settings.
4. Select Wi-Fi Password to manage the password.
WI-FI Trial Period
FAQ
How do you begin
the Wi-Fi trial?
Answer
Any applicable free Wi-Fi trials and monthly subscriptions are handled directly with Verizon/
AT&T.
If you reach the limits of the free trial, simply continue services by signing up for Verizon’s/
AT&T's wireless plan. Verizon/AT&T offers an unlimited plan for $20 per month.
The customer can contact:
What happens if I
reach my data limit
during the Wi-Fi trial?
• Verizon directly at (800) 331-4331 for applicable Mazda3 and CX-30 (built before July
1, 2021)
• AT&T directly at (800) 331-0500 for applicable Mazda3 and CX-30 (built July 1, 2021
and later)
• AT&T directly at (800) 331-0500 for applicable CX-5, CX-50, CX-70, CX-9, CX-90, MX5 and MX-30.
Please advise the customer to have their IMEI number available, as Verizon/AT&T may
request this infomation during the call.
How To Obtain IMEI Number
Go to the MyMazda App
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a. Log into MyMazda app
b. Select “hamburger menu” on
top right of screen
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c. Select “Support”
d. Select “Quick Links”
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e. Select “In-Car Wi-Fi”
f. Instructions & IMEI Displayed
The free trial is good for:
What are the trial
terms for Wi-Fi hotspot?
• 2GB or 6 months, whichever comes first, for Verizon applicable Mazda3 and CX30 (built before July 1, 2021)
• 2GB or 3 months, whichever comes first, for AT&T applicable Mazda3 and CX-30 (built
July 1, 2021 and later)
• 2GB or 3 months, whichever comes first, for AT&T applicable CX-5, CX-50, CX-70,
CX-9, CX-90, MX-5 and MX-30.
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You can log into the following sites using your login information.
How can I check
how much data I've
used during my trial?
Interacting With The App
FAQ
Can I use multiple
devices for the same
account?
• Verizon’s account management website for applicable Mazda3 and CX-30 (built before
July 1, 2021)
• AT&T's Sign In website for applicable Mazda3 and CX-30 (built July 1, 2021 and later)
• AT&T's Sign In website for applicable CX-5, CX-50, CX-70, CX-9, CX-90, MX-5
and MX-30.
Answer
No, not simultaneously. For security purposes, the app will automatically log
other devices out when a new one logs in.
Do I need to be within a
certain distance of
As long as both the MyMazda app and the vehicle are within range of cellular service,
my Mazda for
Connected Services should work.
Connected Services to work?
Yes, the primary driver can invite up to three (3)
other Connected Services drivers through MyMazda.
The primary driver can also cancel the invites at any
Can I add
time through MyMazda.
multiple Connected Services To add drivers:
drivers to the
1. Go to "My Vehicles"
same Connected
2. Tap “Manage Drivers”
Services account?
3. If a spot is available, tap “+ Invite Driver”
If you change your mind, you can tap
“Cancel Invitation” to retract your invitation to a
secondary driver.
Can I use the app on a tablet
Yes, but some functions may not work properly, as tablets are not fully supported.
instead of a smartphone?
Can I use the
Remote Control feature
while sitting in the
connected vehicle with the
key?
No, none of the Remote Control functions will operate if the key is located inside the car,
or if all of the doors are not closed.
Can I schedule a
service appointment
using Connected Services
on the Mazda
Connect display in my
vehicle?
No, you can only schedule a service appointment through the MyMazda app (or web),
not through the in-vehicle Mazda Connect display.
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Vehicle Status and Vehicle Health Report data
is updated after ignition off. As long as the engine
is running, information is not updated, even if it is
refreshed.
NOTE:
When are Vehicle Status and
Vehicle Health Report data
updated?
• It may take several minutes for Vehicle Status
and Vehicle Health Report to be updated after
ignition off.
• Vehicle Maintenance due data is pulled from
the vehicles MAZDA CONNECT system. The
customer can change the settings at: MAZDA
CONNECT -> Information -> Vehicle Status
Monitor -> Vehicle Maintenance Settings.
You may login to Connected Services using any other smart device by downloading the
If I lose my phone, how can I MyMazda app and using your MyMazda login credentials. Even if you don’t have another
restrict access to Connected smart device, access to Connected Services will be restricted to other users by the
Services?
Identification Management system of the MyMazda app (cannot login without password
or biometric login).
If Remote Engine Start is used, the engine will stop
running automatically after 15 minutes for safety,
security and emissions.
When I use Remote Engine
Start to warm up my vehicle, NOTE: The Remote Engine Start can only be used 2
how long will the engine
consecutive times while the vehicle is not driven.
continue running?
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. For more information,
refer to the Connected Services Owner's Manual.
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Service Issues
FAQ
Answer
MX-30 and PHEV vehicles do not have a Remote Engine Start function;
instead, they are equipped with the following remote functions:
PHEV - Remote engine start function
does not start the engine
• Start / Stop Charge
• Climate On / Off
See SA-038/23
I cannot set the climate control when
using the MyMazda App.
Remote Climate Control is only available on EV and PHEV models. See SA038/23
Is my Connected Services reception
affected by weather conditions
or geographic features such as tunnels
or steep valleys?
Yes, inclement weather, remote locations, enclosed areas, or underground
parking garages can affect your service. Use the radio wave reception level
indications of the communication unit to determine if your Connected Services
reception is being affected. For details on the system’s limitations, refer to the
Terms and Conditions.
Can I use Connected Services as
normal during an app update?
It may not be possible to use certain Connected Services functions during
a MyMazda online update.
The MyMazda App is not real time.
• Low Tire pressure will not clear
after correcting tire pressue.
• Vehicle status is inaccurate.
• 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
The MyMazda App does not display tire
air pressures
• CX-5 and CX-9 Normal Operation
• No action needed
Troubleshooting
Go to SA-009/23 - CONNECTED VEHICLE SYMPTOM TROUBLESHOOTING
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.
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Reception Level Inspection
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
• No CV Contract
• Deactivation Mode
• Connected Service contract has ended (Subscription
expired)
• TCU has not been initialized, go to SA-004/21
Vehicles built before July 1, 2021
Customer deactivated Connected Services (Opt-Out)
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• eMDCS Warranty Vehicle Inquiry will show Campaign
CSP04 Status Open
Vehicles built after July 1, 2021
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
Enable Connected Services (box checked) to prevent message
engine start up
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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Dealer Processes
When vehicle is being serviced, switch to Restricted Transmitting Mode.
• Restricts MyMazda App remote functions.
• Prevents error messages being sent to the customer during vehicle service.
NOTE:
Connected Vehicle
Maintenance Mode
• Make sure to cancel Restricted Transmitting Mode after completing vehicle
service.
• Connected Vehicle Maintenance Mode is unnecessary if the customers vehicle
is in Deactivation Mode.
See SERVICE CAUTIONS FOR VEHICLES WITH TELEMATICS COMMUNICATION
SYSTEM [(US)]
•
•
•
•
•
•
•
•
•
Is there an opportunity
at PDI to test the
system?
CX-30
Mazda3
CX-5
CX-50
CX-70
CX-9
CX-90
MX-5
MX-30
No special action is required to activate at PDI other than the room fuse installation, which is
already part of the current PDI. We recommend checking for signal after installing room fuse.
See the image below for how the connectivity signal bar looks (it's the vertical stack bar on the
right bottom corner). This connectivity signal bar is not displayed on the "Home" screen, so the
PDI Inspector would have to go into the "Entertainment" or "Navigation" menu to check it. To
confirm it is working properly, the bar should be white like the image below.
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The handbook states
that a “moderate
collision” will dial 911.
Please define
“moderate.”
If an airbag is deployed.
Will the customer
have to sign a
disclaimer for a loaner
vehicle that has
Connected
Services activated?
If the customer is downloading the MyMazda app to use the Connected Services functions,
they will sign the disclaimer as part of the MyMazda process. If the customer is not
downloading the app but the dealer has set it up for their own purposes (e.g., vehicle location),
then it is the dealer's responsibility to disclose to the customer.
TCU Activation
1. Select “hamburger menu” on top right of screen
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2. From the MYMAZDA dropdown, select My Vehicles
3. Select “menu” on top right of screen
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4. Select "Add Vehicle"
5. Select "SCAN VIN"
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6. Select "SCAN"
Note: You can also manually enter the VIN if preffered. Select
"ENTER VIN"
7. Select "NEXT"
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8. Select "VALIDATE"
9. Select "NEXT"
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10. Enter Vehicle Name and select local dealer. Then select "SUBMIT"
11. Select "ENROLL"
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12. Select "START"
13. Agree to the Terms & Conditions, then select "AGREE"
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14. You will see a message stating "Activation Process in Progress", Select
"CLOSE"
15. You will receive a message saying "Connectivity is Complete"; however,
it is actually not complete. OK to close this window. Go to next step.
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16. Turn the ignition OFF for 10 minutes or longer.
17. Turn the ignition ON.
18. Check the Connected Vehicle reception strength icon:
• Reception strength icon shows normal
strength. TCU is now active. Proceed to
Enrollment.
• Reception strength icon shows "X". TCU
activation is still processing. Repeat steps 16
-18.
Note:
• This step may need to be repeated a few
times until normal strength is shown.
• If steps 16-18 was repeated several times with
no change, disconnect 12V battery for 5-10
minutes, then recheck reception strength icon.
Remote Engine Start Will Not Function under the following conditions
Item
Condition
1
Remote Engine Start function is not available on EV and PHEV (inline 4) models. See SA-038/23
2
Vehicle battery voltage low
3
Automatic transmission shift position except "P"
4
Vehicles equipped with manual transmission
5
Vehicle speed above 3 mi/h (5 km/h)
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6
Brake pedal switch malfunction
7
Engine has been running by remote engine start function
8
Engine started by remote engine start more than 2 consecutive times while the vehicle is not driven
NOTE: 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"
9
or
10
A registered key is detected in the vehicle
11
Brake pedal switch detects brake application
Low fuel warning
12
13
Engine starts, then turns OFF due to abnormal high engine rpm detected. (Engine rotation over
3000 rpm continued for more than 0.2[s])
14
No engine rpm detected after sending engine start request. (Engine rotation 0 rpm continued for
more than 0.2[s])
15
When the CAN data signal for engine shut off is present (e.g.: door ajar signal)
16
After 10 second maximum cranking time
17
Burglar alarm status is "Alarm" and "Alarm stand by" (CAUTION - DO NOT enable, see TheftDeterrent System section in SA-012/20)
18
Room fuse blown/missing
Connected Vehicle Maintenance Mode enabled (Restricted Transmitting Mode in MDARS)
19
20
Vehicle is parked (stored) for approximately 1 week or longer or in deep sleep mode.
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Drive the vehicle for a few miles to recover.
DTC stored
21
22
Remote engine start aftermarket accessory installed
Mazda Remote Engine Start (BCKA-V7-620) accessory installed (No MyMazda app remote engine
start function).
23
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)]
24
First remote control attempt fails, second attempt works fine.
Go to TSB 16-002/20.
25
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.
Deactivation Mode
• Deactivation Mode Temporary Suspension 6/16/2023 (6/11/2023 retail date and later)
• Vehicles retailed before 6/11/2023 and in Deactivation Mode will remain in Deactivation mode.
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.
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Deactivation Mode Status Check:
Reception Icon Shows normal strength
TCU Active
Infotainment
Center
Display
Reception Icon Shows "X"
• TCU in
Deactivation
Mode
• One Time
Passcode
(OTP) is
processing
1. Go to Mazda
Connected Vehicle
Viewer (MCVV)
Mazda
Connected
Vehicle
Viewer
(MCVV)
2. Select "Vehicle
Communication
Line Status
Reference"
3. Enter VIN and
then select
"Search"
4. See Status
TCU in Deactivation Mode (Status -> Closed)
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One Time Passcode (OTP) is processing
TCU Active (Status -> Opened)
Customer Opt-Out
Some customers may request to stop data communication from their vehicle. Use this procedure to manually deactivate
the TCU.
1.
Check Connected vehicle
reception strength icon
Infotainment Center displays “X”
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No action needed.
Inform the customer that TCU is already deactivated. Data
communication is not being transmitted from the vehicle
Infotainment Center displays normal reception.
Go to next step
Is the customer currently
2. enrolled into Connected
Vehicle services?
Yes - MCVV shows customer enrollment
Go to step 4.
No - MCVV shows no customer enrollment
Go to next step 3.
Enroll into Connected
Vehicle services.
3. Note: This step can be
performed by dealer or
customer.
Go to Connected Vehicle Owner’s Manual:
• Registering Vehicle Information
• Registering Connected Service
• After enrollment, go to step 4.
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4. After enrollment, using the
MyMazda App, delete VIN.
a.
From the main screen, select menu.
b.
From the MYMAZDA drop down, select My Vehicles
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c.
Select Edit Vehicle
d.
Select Delete Vehicle
5. Turn the ignition OFF and wait 5-10 minutes
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Turn the ignition on and
confirm that the connected
6. vehicle
reception strength icon
shows “X”
Inform the customer that TCU is deactivated. Data communication is not
being transmitted from the vehicle
Note: The following functions have been disabled
• Connected Vehicle Services (Remote Functions, Find My
Car....etc)
• In-car WiFi
• Recall Notifications
• Over the Air (OTA) software updates*
• Alexa*
• Hybrid Navigation*
*Some Models
Educational Videos
Overview
Using MyMazda App
In-car Wi-Fi hotspot
MyMazda remote
Notifications
Saftey features
Resources
SA-017/22 - CONNECTED VEHICLE SYMPTOM TROUBLESHOOTING
Connected Services Owner's Manual
MAZDA CONNECT and MAZDA CONNECTED SERVICES USER GUIDE
MAZDA CONNECTED VEHICLE VIEWER (MCVV) USER GUIDE
MAZDA CONNECT ESSENTIALS (30076WBT)
MAZDA CONNECT & CONNECTED SERVICES FOCAL POINT (30093FOC)
MAZDA CONNECTED SERVICES SMART CARDS
MAZDA CONNECTED SERVICES: CUSTOMER OUTREACH
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