Service Bulletin

Mazda North American Operations
Irvine, CA 92618-2922

© 2015 Mazda Motor of America, Inc.

Subject:

Bulletin No:

09-022/15

Last Issued:

06/10/2015

MAZDA CONNECT FUNCTIONALITY CONCERNS

MULTI-MODEL - MAZDA CONNECT FUNCTIONALITY CONCERNS

BULLETIN NOTE
• This bulletin supersedes the previous bulletins 09-022/15 issued on 06/02/15, 09-006/14 issued on 01/24/14,
03/25/14, 03/28/14, 04/23/14, 05/01/14, 06/05/14 and 09/16/14 and 09-034/13 (MSP41) issued on 12/4/13.
The APPLICABLE MODEL(S)/VINS, DESCRIPTION and WARRANTY INFORMATION have been revised.
• Changes are noted below in Red beside the change bar.

APPLICABLE MODEL(S)/VINS
2014-2015 Mazda3
2016 Mazda6
2016 CX-5

DESCRIPTION
Some vehicles may experience the symptoms mentioned below, which can be fixed with the latest software
update (Version 55.00.650A or later).
For all vehicles:
•
•
•
•
•
•
•
•
•
•

Navigation or other screen freezes or reboots.
System does not recognize USB/SD card.
Some menu of music source selection is grayed out.
When using the call button on the cell phone to make a call, the call sound is short.
Navigation turns to a black screen.
Favorites disappear.
Vehicle current position is not accurate enough.
Rear view monitor does not show up on screen.
Text information of HD radio is not displayed when switching music source.
When asking for current location with voice command “Where am I?”, the system responds with “Your location is comma.”

For Mazda6 and CX-5 only:
• Contact information cannot be loaded correctly from phones other than iPhone.

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CONSUMER NOTICE: The information and instructions in this bulletin are intended for use by skilled technicians. Mazda technicians utilize the proper tools/
equipment and take training to correctly and safely maintain Mazda vehicles. These instructions should not be performed by “do-it-yourselfers.” Customers
should not assume this bulletin applies to their vehicle or that their vehicle will develop the described concern. To determine if the information applies,
customers should contact their nearest authorized Mazda dealership. Mazda North American Operations reserves the right to alter the specifications and
contents of this bulletin without obligation or advance notice. All rights reserved. No part of this bulletin may be reproduced in any form or by any means,
electronic or mechanical---including photocopying and recording and the use of any kind of information storage and retrieval system ---without permission in
writing.

Bulletin No: 09-022/15

Last Issued: 06/10/2015

© 2015 Mazda Motor of America, Inc.

For Mazda3 only:
• The compass screen is displayed, even though the SD card is installed.
• Speed limit warning does not beep.
• The map screen moves, even though the vehicle is stopped.
• A strange triangle or square graphic appears on the navigation screen.
• Vehicle marker deviates from real position when GPS reception is weak.
• Album art does not display with iPhone plugged into USB port.
• No display in rear view monitor.
• The clock does not work during GPS reception.
• USB device is rebooted with a specific type of music.
• The volume level of the navigation voice cannot be muted when turned to zero.
• Favorite settings (radio stations, navigation favorites, including HOME, Bluetooth pairing setting, sound
adjustment, route setting, and warning setting) are reset when the CMU is reprogrammed.
• For XM radio stations, favorites list displays only the channel numbers.
• Cannot make a call successfully using “Voice Recognition” in French.
• Sound skips when playing music through Bluetooth connection.
• The navigation route guidance is not played after pairing iPhone 4s.
• Voice recognition fails after importing contacts with special characters ($, #, etc) in the name (#MOM, $AM).
• The music volume bar is displayed while the navigation is guiding a trip.
• The compass screen is displayed, even though a SD card is inserted.
• Sound is heard even though MUTE is selected.
• The navigation screen is rebooted.
• Navigation guidance is wrong due to loss of GPS signal.
• The navigation system does not recognize the current location.
• The radio screen is fuzzy and the commander switch does not operate.
• Selecting a contact address causes the touchscreen to flash white.
• A message “Invalid SD card” may appear on the center display while using the navigation system.
• A black screen may be displayed while using the navigation system.
• A blue screen may be displayed just after turning the ignition to ACC/ON.
• The center display does not boot up with a black screen.
• The center display may flicker while using WiFi connection.
• The navigation system sound volume cannot be changed.
• French pronunciation in voice guidance/wording of the navigation system is not correct.
NOTE: Mazda is working to make further improvements to the Mazda Connect Infotainment System software,
and may issue future software updates to improve system operation and performance. Software version updates can be found on MS3 under IDS/Infotainment.
Customers having any of these concern should have their vehicle repaired using the following repair procedure.

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Bulletin No: 09-022/15

Last Issued: 06/10/2015

© 2015 Mazda Motor of America, Inc.

REPAIR PROCEDURE
1. Verify customer concern.
2. Update MAZDA CONNECT with software version 55.00.650A or later using the following instructions.
NOTE: With Version 55, to unmute the navigation voice (when turned to zero), you have to go into Navigation -> Settings -> Guidance Settings.
CAUTION: More than one software version can be placed on a memory stick, but Mazda recommends placing only one version on a memory stick to avoid updating the system with
the wrong version.
NOTE FOR MAZDA3 ONLY:
• If the software version is 29.00.100 or earlier, first update MAZDA CONNECT with version
33.00.500A, then update again with version 55.00.650A or later (two step update). Vehicles
within the below VIN ranges may be equipped with version 29.00.100 or earlier.
• If the version is 30.00.300 or later, update MAZDA CONNECT with version 55.00.650A or later
(one step update). Vehicles outside the below VIN ranges should be equipped with version
30.00.300 or later.

Subject VIN

Production Date

JM1BM **** **100001 - 205788

June 11, 2013 to April 21, 2014

3MZBM **** **100001 - 114855

August 7, 2013 to May 5, 2014

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Bulletin No: 09-022/15

Last Issued: 06/10/2015

© 2015 Mazda Motor of America, Inc.

MAZDA CONNECT Software Version Verification Procedure
1. Select “Settings” from the Home screen to check the software version.

2. Select “System” and scroll down to the “About” option.

3. Select “Version Info” from the “About” screen.

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Bulletin No: 09-022/15

Last Issued: 06/10/2015

© 2015 Mazda Motor of America, Inc.

4. Make sure the software version is 55.00.650A or later, then select OK. If it is not 55.00.650A or later, update
the system using a USB memory stick with the latest software according to the “Reflash Procedure.” If
needed, refer to “Downloading Update Software to a USB Memory Stick (for additional USB memory sticks)”
below.

Downloading Update Software to a USB Memory Stick (for additional USB memory sticks)
1. Install the USB memory stick with a minumum 2G of memory into the USB port of a computer with internet
access.
NOTE: The update files can also be copied from one USB memory stick to another.
2. Go to “Start” and select “Computer,” then double-click on the memory stick “removable disk” (A).
NOTE: The memory stick may have a different name. Look for “Removable Disk.”

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Bulletin No: 09-022/15

Last Issued: 06/10/2015

© 2015 Mazda Motor of America, Inc.

3. Delete any existing files (A).

4. Confirm that no files are left on the memory stick.

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Bulletin No: 09-022/15

Last Issued: 06/10/2015

© 2015 Mazda Motor of America, Inc.

5. Log on to MS3 and select “IDS/Infotainment.”

6. Select “Mazda Connect Updates.”

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Bulletin No: 09-022/15

Last Issued: 06/10/2015

© 2015 Mazda Motor of America, Inc.

7. Select the FailSafe file (A) and “Save.”

8. Change the file extension from “,zip” to “.up” (A).
NOTE: If you do not save the file with a “.up” file extension, you will have to delete the download and start
again.

9. Save the file to the memory stick.
10. Repeat step 7, 8, and 9 for the Reinstall file.

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Bulletin No: 09-022/15

Last Issued: 06/10/2015

© 2015 Mazda Motor of America, Inc.

11. After completing the downloads, compare the size of the files to the ones on the download page.
• If the size is the same, proceed to the reflash procedure.
• If the size is not the same, delete the files on the memory stick and start over.

Page 9 of 21

Bulletin No: 09-022/15

Last Issued: 06/10/2015

© 2015 Mazda Motor of America, Inc.

Reflash Procedure
NOTE: When the system is updated, all factory defaults are restored and personal settings (such as
display and sound adjustments) are lost, including favorites information and phones paired
with the system. Before starting the reflash procedure, obtain the customer’s acceptance for
this loss.
1. Record the customer’s radio favorites (AM/FM/XM).
2. Remove the SD card from the slot.
3. Turn the ignition switch to OFF.
NOTE: All electrical loads should be turned off during the reflashing process, especially the air conditioner
(blower), rear defogger, and room lamps.
4. Install the ROOM FUSE and AUDIO FUSE to the fuse block in the engine compartment (if not installed).
5. Connect battery charger (charge current maintained about 7A) to the vehicle to stabilize voltage fluctuation.
6. Press the START/STOP ENGINE push button 1 time without depressing the clutch pedal (manual transaxle)
or the brake pedal (automatic transaxle), to switch the ignition position to ACC. Confirm that the push button
start indicator light (A) is illuminated (amber) and the display in the instrument cluster is OFF (ignition position is in ACC).

NOTE: The engine starts by pressing the push button start while depressing the clutch pedal (manual transaxle) or the brake pedal (automatic transaxle). To switch the ignition position without starting the
engine, press the START/STOP ENGINE push button without depressing the pedal.
NOTE: If the ignition is left in the ACC position it will automatically switch off after 25 minutes. Pressing and
releasing the clutch pedal (Manual Transaxle) or the brake pedal (Automatic Transaxle) before 25
minutes resets the timer to ensure the vehicle does not switch off during the reflash process.

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Bulletin No: 09-022/15

Last Issued: 06/10/2015

© 2015 Mazda Motor of America, Inc.

7. Verify that there is a sound coming from the speakers. If sound cannot be heard, turn the volume dial (A) to
turn the volume up, or make sure that MUTE is not on.

NOTE: When sound is heard from the speakers, the system is in stand-by condition.
8. Connect the prepared USB memory stick to the either one of the two USB port (A).

NOTE: There should only be the prepared USB memory stick inserted in one of the USB ports. Nothing
should be inserted in the other USB port during the re-flashing process.

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Bulletin No: 09-022/15

Last Issued: 06/10/2015

© 2015 Mazda Motor of America, Inc.

9. When the USB memory stick is recognized, the following message will appear briefly on the screen.

NOTE:
•
•

It takes approx. 5 seconds before the USB memory stick is recognized.
If the USB memory stick is not recognized, perform the following:
(1) Select “Setting”.
(2) Select “System”.
(3) Select “Factory Reset”.
(4) Push the commander switch knob (A) to “Enter”.

Page 12 of 21

Bulletin No: 09-022/15

Last Issued: 06/10/2015

© 2015 Mazda Motor of America, Inc.

10. Press the three buttons (Music (A) + Favorites (B) + Volume Mute(C)) on the commander switch at the
same time for 2-5 seconds and the Diagnostic Test Screen will appear.

11. On the test screen, input ‘3’ and then select “ENTER” to verify whether any DTCs (in the CMU) are active.
Select “CLEAR” to go to next step.

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Bulletin No: 09-022/15

Last Issued: 06/10/2015

© 2015 Mazda Motor of America, Inc.

12. If any DTCs are present, input ‘2’ on the test screen and then select “ENTER”. This will internally clear all
the earlier set DTCs (in the CMU). Select “CLEAR” to go to next step.

13. Use the touchscreen or the commander switch to input ‘99’ and then select “ENTER” on the Test screen.

14. Select “Search” on the screen below.

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Bulletin No: 09-022/15

Last Issued: 06/10/2015

© 2015 Mazda Motor of America, Inc.

NOTE: If the following screen is displayed, perform the following.

(1) Press the “Return” button (A) on the commander switch.

(2) Verify that the screen changes back to the screen below.

Page 15 of 21

Bulletin No: 09-022/15

Last Issued: 06/10/2015

© 2015 Mazda Motor of America, Inc.

15. Select “Fail Safe Package” first using the touch screen.
CAUTION: Always do the “Fail Safe Package” first, followed by “Reinstallation Package”.

16. Select “Install” on the screen below and the Failsafe installation process will start.

17. After the Failsafe installation process is completed, select “OK”.

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Bulletin No: 09-022/15

Last Issued: 06/10/2015

© 2015 Mazda Motor of America, Inc.

18. Press and release the clutch pedal (Manual Transaxle) or the brake pedal (Automatic Transaxle) and
proceed with the following steps without stopping.
NOTE: If the ignition is left in the ACC position it will automatically switch off after 25 minutes. Performing
this step resets the timer to ensure the vehicle does not switch off while installing the reinstallation
package.
19. Press the three buttons (Music (A) + Favorites (B) + Volume Mute(C)) on the commander switch at the
same time for 2-5 seconds to open the Diagnostics Test screen again.

20. Use the touchscreen or the commander switch to input ‘99’ and then select “ENTER” on the Test screen.

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Bulletin No: 09-022/15

Last Issued: 06/10/2015

© 2015 Mazda Motor of America, Inc.

21. Select “Search” on the screen below.

22. Select “Reinstallation Package” on the screen below.

23. Select “Install” on the screen below.

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Bulletin No: 09-022/15

Last Issued: 06/10/2015

© 2015 Mazda Motor of America, Inc.

24. The screen below will be displayed.

NOTE: A blank screen is displayed momentarily. It will take approx. 2 minutes before the reflashing process moves to the next screen.
25. Reinstallation will start from 0% and as the reflashing process takes place, the progress bar will gradually
increase to 100%.
NOTE: In order to avoid the ACC power being turned off during the reflashing process, press and release
the clutch pedal (Manual Transaxle) or the brake pedal (Automatic Transaxle) before 25 minutes if
needed.
NOTE: It may be difficult to read the display at times as it becomes dark, but “Do not restart vehicle at this
time” is displayed.

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Bulletin No: 09-022/15

Last Issued: 06/10/2015

© 2015 Mazda Motor of America, Inc.

NOTE: It will take some time for the reflashing process to get from 98 % to “100%.

26. After the update is completed with the above right screen, confirm that the push button start indicator light is
illuminated (amber) and the display in the instrument cluster is OFF (ignition is in “ACC”). If the ignition is
“OFF” and the push button start indicator light is not illuminated (amber), turn the ignition to “ACC” and one
of the following two screens will be displayed.
Type A: Reprogramming has already been completed. Go to next step.

Type B: The ignition was turned “OFF” during the reflashing process. This screen will continue to be displayed until reflashing is completed. After the reflashing is completed, go to next step.

Page 20 of 21

Bulletin No: 09-022/15

Last Issued: 06/10/2015

© 2015 Mazda Motor of America, Inc.

27. Turn the ignition switch OFF, and then turn the ignition to ACC again.
28. Check the software version to make sure it is the same as on the USB memory stick. See MAZDA CONNECT Software Version Verification Procedure.
29. Turn the ignition switch OFF, then remove the USB memory stick from the USB port.
NOTE: Before attempting to re-pair a phone to the system, delete MAZDA from the list of Bluetooth
devices on any phone that is paired with the system. If not deleted, the phone will not be
able to be paired with the system because the phone will think it is already paired.
30. Disconnect the battery charger from the vehicle.
31. Insert the SD card into the slot.
32. Set the customer’s radio favorites (AM/FM/XM).
33. Verify repair.

WARRANTY INFORMATION
NOTE:
•
•
•

This warranty information applies only to verified customer complaints on vehicles eligible for warranty repair.
This repair will be covered under Mazda’s New Vehicle Limited Warranty term.
Additional diagnostic time cannot be claimed for this repair.

Warranty Type

A

Symptom Code

61

Damage Code

9W

Part Number Main Cause
Quantity
Operation Number / Labor Hours:

5555-RP-CMU
0
For Mazda3:
XX55VAFX / 0.3 Hrs. (one step update)
XX55VBFX / 0.5 Hrs. (two step update)
For Mazda6 and CX-5
XX55VXFX / 0.3 Hrs.

NOTE: For repairs performed on Mazda3 after the date of this TSB, Operation No. XX33VXFX (for Version
33.00.500A) will no longer be accepted.

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