Service Alert

Mazda North American Operations
Irvine, CA 92618-2922

Subject:
MAZDA CONNECT SYSTEM FREQUENTLY ASKED QUESTIONS
(FAQ)

Service Alert No.: SA-034/18

Last Issued: 07/16/2018

APPLICABLE MODEL(S)/VINS
2014-2018 Mazda3
2016-2018 Mazda6
2016-2019 CX-3
2016-2018 CX-5
2016-2018 CX-9
2016-2019 MX-5

DESCRIPTION
Frequently Asked Questions (FAQ)
1. The Mazda Connect system froze. What should I do?
2. Why does my phone not connect sometimes to the MAZDA CONNECT system?
3. Does my vehicle have Live Traffic?
4. Why is my vehicle location not detected by navigation?
5. I was listening to Bluetooth Audio/Pandora/aha/Stitcher the last time I was in the vehicle, but after starting
the car, the MAZDA CONNECT source switched to FM. Why didn't it resume the Bluetooth
Audio/Pandora/aha/Stitcher source that I was in?
6. Why does Pandora only load after I open the application on my phone first?
7. Why does Pandora lose connection while driving?
8. Why does my phone lose connection while driving?
9. Why does it take so long for the navigation to work after starting my vehicle?
10. Why does the voice recognition system not recognize my command?
11. How do I update my navigation map?
12. How do I pair my phone?
13. Does my vehicle have Sirius XM?
14. How do I install Sirius XM?
15. Why does the Bluetooth have no sound, when the MAZDA CONNECT system shows Bluetooth Audio is
connected?
16. Why is my phone not listed in the compatibility list?
17. Why does the USB have no sound, when the MAZDA CONNECT system shows USB is connected?
18. Why can't my contact hear me clearly?
19. Why is the rear view camera display fuzzy?
20. Why does the MAZDA CONNECT system audio turn off when turning off the engine?
21. Why do I get poor reception from the MAZDA CONNECT system?

Page 1 of 16
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.

© 2018 Mazda North American Operations, U.S.A.

Service Alert No.: SA-034/18

Last Issued: 07/16/2018

22. Why am I getting a MAZDA CONNECT Temperature Warning message?

Question: (1 of 22)

Answer:

The Mazda Connect system froze. What should I do?
If the system does not respond to your inputs and remains frozen; when it is safe
to do so, park the vehicle, turn the ignition off, and then turn it back on to re-start
the Mazda Connect system. If the problem persists, please bring your vehicle to
your nearest Mazda dealer.
If the problem continues, do one of the following:
Contact Mazda Bluetooth Hands-Free Customer Service at 1-800-430-0153 (tollfree)
A newer MAZDA CONNECT software version may be available to correct your
concern.
Check your MAZDA CONNECT software version. Go to
Settings>System>About>Software Version.

If your software version (OS version) is 59.00.502 or lower, please bring your
vehicle to your nearest Mazda dealer for a system update.
Question: (2 of 22)

Why does my phone not connect sometimes to the MAZDA CONNECT system?
MAZDA CONNECT Bluetooth will connect all profiles to devices in order of priority
if the last device is not available. This is normal operation of the infotainment
system connecting to available devices on startup.

Answer:1

Example:
Phones A, B, and C are paired to the vehicle and available
Bluetooth audio is connected to phone B and handsfree is connected to phone C
before the vehicle is shut down. Phone A is not connected to the vehicle.

Page 2 of 16
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.

© 2018 Mazda North American Operations, U.S.A.

Service Alert No.: SA-034/18

Last Issued: 07/16/2018

The vehicle then shuts down with full MAZDA CONNECT power down.
Phone C Bluetooth is turned off or removed from the vehicle while the vehicle is
turned off.
After turning the vehicle back on, the handsfree will now connect to phone A and
audio remains on phone B.

This explains why when there is only one available phone connected, the
infotainment system connects both profiles (Bluetooth audio AND handsfree) to
that device on startup even if not selected before startup.
This is a normal MAZDA CONNECT operation.
Answer: 2

The pairing information is updated when the device operation system (OS) is
updated. Perform pairing again.

Question: (3 of 22)

Does my vehicle have Live Traffic?

Answer:

The MAZDA CONNECT system does not support Live Traffic in North America
(connected services) at this time.
We apologize for any inconvenience.

Question: (4 of 22)

Why is my vehicle location not detected by navigation?
Page 3 of 16

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.

© 2018 Mazda North American Operations, U.S.A.

Service Alert No.: SA-034/18

Last Issued: 07/16/2018

Several factors have an impact on the deviation between your real position and
the one given by the GPS device.
Example: Vehicle in a location with no clear view of the sky (e.g... in a parking
garage)
Objects on the dash blocking the GPS antenna
This screen below contains information about the current position (or about the
known position if GPS reception is not available).

Answer:

Note: If the problem continues with a clear view of the sky, please bring your
vehicle to the nearest Mazda dealer for inspection.

Question: (5 of 22)

I was listening to Bluetooth Audio/Pandora/aha/Stitcher the last time I was in
the vehicle, but after starting the car, the MAZDA CONNECT source switched to
FM. Why didn't it resume the Bluetooth Audio/Pandora/aha/Stitcher source that
I was in?

Answer: 1

When the vehicle is started, the MAZDA CONNECT system has to re-establish
Bluetooth connectivity with your device, first as a Handsfree device, then as a
Bluetooth Audio device. A delayed response from your device may result in the
MAZDA CONNECT system defaulting to FM.
Other possible causes of system defaulting to FM

Bluetooth was
switched off prior

Confirm device Bluetooth is ON.

Pandora/aha/Stitche 1. Uninstall and reinstall device App
r software update
2. Power down and power up Bluetooth device
Bluetooth Audio
Check vehicle Bluetooth settings to confirm your device is connected to Bluetooth
switched to another
Audio
paired phone
Question: (6 of 22)

Why does Pandora only load after I open the application on my phone first?

Answer:

Depending on the smartphone device used with the Mazda Connect system, and
whether or not the application was already running on the device, it may be
Page 4 of 16

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.

© 2018 Mazda North American Operations, U.S.A.

Service Alert No.: SA-034/18

Last Issued: 07/16/2018

necessary to press Allow on the smartphone in order to utilize
Pandora/aha/Stitcher from the Mazda Connect display.
If Pandora opened normally in the past and now opens differently, it may be
caused by a Pandora software update. These updates may affect how the Pandora
function opens. Unpair your device from the vehicle and then pair your device to
the vehicle. This may improve the connection.
Question: (7 of 22)

Why does Pandora lose connection while driving?
Some smart phones use 1 antenna to connect to the vehicles Bluetooth audio and
Wi-Fi positioning. When driving using Bluetooth audio, Wi-Fi positioning signals
may interrupt the Bluetooth audio function resulting in a dropped connection.
Please do one of the following:
Disconnect WiFi from your device when using Bluetooth audio.
Contact Mazda Bluetooth Hands-Free Customer Service at 1-800-430-0153 (tollfree)
A newer MAZDA CONNECT software version may be available to correct your
concern.
A.) Check your MAZDA CONNECT software version. Go to
Settings>System>About>Software Version
B.) If your software version (OS Version) is 59.00.502 or lower, please bring your
vehicle to your nearest Mazda dealer for a system update.

Question: (8 of 22)

Why does my phone lose connection while driving?

Answer: 1

1. The device is set to power-saving mode.
2. The device may be in a location in which interference can occur easily, such as
inside a bag in a rear seat, in a rear pocket of a pair of pants, near the key fob.
Move the device to a location in which interference is less likely to occur.
3. The device contacts or is covered by a metal object or body. E.g. the device is
underneath a laptop.
If the problem continues, please do one of the following:
1. Contact Mazda Bluetooth Hands-Free Customer Service at 1-800-430-0153 (tollfree).
2. A newer MAZDA CONNECT software version may be available to correct your
Page 5 of 16

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.

© 2018 Mazda North American Operations, U.S.A.

Service Alert No.: SA-034/18

Last Issued: 07/16/2018

concern.
a. Check your MAZDA CONNECT software version. Go to
Settings>System>About>Software Version.

b. If your software version (OS Version) is 59.00.502 or lower, please bring your
vehicle to your nearest Mazda dealer for a system update.
The device may have lost cell tower connection. The center display may show
"Loss of Connectivity."

Answer: 2

Question: (9 of 22)

Answer:

Try to reconnect when the device connection has improved.

Why does it take so long for the navigation to work after starting my vehicle?
When the vehicle is started, the MAZDA CONNECT system has to re-establish
connections with Bluetooth or USB devices and load the navigation content. If the
available GPS signal quality is poor when the vehicle is started, the MAZDA
CONNECT navigation system may not be able to recognize your current location
until it acquires better/more GPS signals.
This is a normal MAZDA CONNECT operation.

Question: (10 of 22) Why does the voice recognition system not recognize my command?
After pressing the steering wheel talk button, say a command after the beep
sound. Do not say a command before the beep sound.
Answer:

Example: "Find gas station"
1. Press the talk button on the steering wheel
2. After "Say a command and the beep sound is heard, say, "New Destination"
Page 6 of 16

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.

© 2018 Mazda North American Operations, U.S.A.

Service Alert No.: SA-034/18

Last Issued: 07/16/2018

3. After "Which type of destination would you like?" and the beep sound is heard,
say, "Gas station"
4. After "Gas station, say the desired line number" and the beep sound is heard,
say, "Number one" (Destination is gas station on the first row).
5. After "To begin navigation, say start" and the beep sound is heard, say, "Start"
to begin route guidance
Avoid the following:
1. Excessive, slow speech
2. Excessive, forceful speech (shouting)
3. Speaking before the beep sound has ended
4. Loud noise (speaking or noise from outside/inside vehicle)
5. Airflow from A/C is blowing against the microphone
6. Using slang or abbreviated words other than hands-free prompts (Refer to
'Common Voice Commands')
Common Voice Commands - Press the talk button and use the following commands for audio or
navigation. The commands in the () can be left out. The specified name and number are put into the {}
Standard Commands
Voice Command

Function

cancel

Ends the voice recognition mode.

(go) back

Returns to the previous operation.

help

Usable commands can be verified.

tutorial

Basic voice commands and methods of use can be verified.

(go to) home
Moves to the home screen.
(screen)/main menu
(go to)
communication

Moves to the communication screen.

(go to) navigation

Moves to the navigation screen.

(go to)
entertainment
(menu)

Moves to the entertainment screen.

(go to) settings

Moves to the setting screen.

(go to) favorites

Moves to the favorites screen.

Communication (phone) related commands
Voice Command

Function

Call {name in
phonebook} (mobile/ Call to the contact in the downloaded phone book.
home/work/other)
Page 7 of 16
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.

© 2018 Mazda North American Operations, U.S.A.

Service Alert No.: SA-034/18

Last Issued: 07/16/2018

Example: "Call John
Mobile"
Redial

Call to the last contact you called.

Callback