Service Alert

Mazda North American Operations
Irvine, CA 92618-2922

Subject:
APPLE CARPLAY™ / ANDROID AUTO™ FREQUENTLY ASKED
QUESTIONS (FAQ)

Service Alert No.: SA-001/19

Last Issued: 01/04/2019

BULLETIN NOTES
This Service Alert supersedes the previously issued SAs listed below. The changes are noted below in Red.

Previously Issued SAs:
Date(s) Issued
SA-046/18
11/6/18 and 10/24/18

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

DESCRIPTION
Frequently Asked Questions (FAQ)
FAQ

Answer
Click the model below for the Installation instructions:

1. Mazda3
The installation instructions are missing
2. Mazda6
from the Smartphone Screen Mirroring
3. MX-5
Kit (Apple CarPlay™/Android Auto™
4. CX-3
retrofit installation kit)
5. 2016 CX-5
6. 2017-2018 CX-5
7. CX-9
Cannot operate Apple CarPlay™

Refer to MGSS online CANNOT OPERATE Apple CarPlayTM
[ENTERTAINMENT SYSTEM [WITH CENTER DISPLAY]]

Cannot operate Android Auto™

Refer to MGSS online CANNOT OPERATE Android AutoTM
[ENTERTAINMENT SYSTEM [WITH CENTER DISPLAY]]
Page 1 of 8

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.

© 2019 Mazda North American Operations, U.S.A.

Service Alert No.: SA-001/19

Last Issued: 01/04/2019

Cannot operate Android Auto™ or
some functions do not work.

During Android Auto set up, all permissions and requests
may have not been accepted by the customer.
Do the following:
1. Detete Android Auto from the customers phone.
2. Unpair the customers phone from the vehicle.
2. Connect the customers phone to the smartphone USB
port.
Note: Use a high-quality, certified USB cable.
3. During Android Auto set up, accept all permissions and
requests.

Where do I find support for Apple
CarPlay™

Go to Apple Support

Where do I find support for Android
Auto™

Go to Android Auto Help

1. iPhone 5 or above
2. For best performance, update iPhone to the latest iOS
version
3. Apple Lightning® to USB cable or a high-quality, certified
What phone do I need to operate Apple
USB cable
CarPlay™
4. Siri® must be enabled to use Apple CarPlay
For additional information, go to Mazdausa.com -> OWNERS ->
HOW TO USE -> OWNER’S MANUALS -> APPLE CARPLAY QUICK
START GUIDE

What phone do I need to operate
Android Auto™

1. Android phone running 5.0 (Lollipop) or higher
2. Android 6.0 (Marshmallow) or higher is recommended
3. High-quality, certified USB cable
For additional information, go to Mazdausa.com -> OWNERS ->
HOW TO USE -> OWNER’S MANUALS -> ANDROID AUTO QUICK
START GUIDE
1. Confirm that the USB cable is connected to the port labeled
with a smartphone icon.

Cannot operate Apple CarPlay™ or
Android Auto™

2. Confirm that a high-quality certified USB cable is used.

Page 2 of 8
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.

© 2019 Mazda North American Operations, U.S.A.

Service Alert No.: SA-001/19

Last Issued: 01/04/2019

Apple CarPlay™
The Waze app
or the Google Maps app is not
displayed in the menu.

1. Waze Requirement - iPhone iOS 12.0 or higher and Waze
version 4.43.4 or higher.
2. Google Maps Requirement - iPhone iOS 12.0 or higher.
This may be caused by USB Cable Set Kit (P/N C922-V6-605)
installation error. The hardware was installed before CMU
software update by USB flash drive.

Cannot update CMU software after USB Failure:
Cable Set Kit (P/N C922-V6-605)
In some cases, the CMU will not recognize the new HUB unit, so
installation.
CMU software update by USB flash drive is not possible.
Recovery:
Proceed to Repair Procedure.
Confirm that the Navigation SD Card was transfered from the
old USB HUB unit to the new USB HUB unit.
MAZDA CONNECT Navigation system is
inoperative after USB Cable Set Kit (P/N
C922-V6-605) installation.

Page 3 of 8
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.

© 2019 Mazda North American Operations, U.S.A.

Service Alert No.: SA-001/19

Last Issued: 01/04/2019

When using the steering wheel Voice Command button, the
navigation system defaults to the Apple Maps app.

Waze app
Voice command is possible when selecting the Waze voice icon.
Apple CarPlay™
The Waze app
or the Google Maps app does not open
when using the steering wheel Voice
Command button to set a navigation
destination.

Google Maps app
Voice command is possible when
selecting the Google Maps voice icon.

Page 4 of 8
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.

© 2019 Mazda North American Operations, U.S.A.

Service Alert No.: SA-001/19

Last Issued: 01/04/2019

When using the steering wheel Voice Command button to set a
navigation destination, Android Auto™ defaults to the last
navigation app that was used.
Select the "Maps and Navigation" icon to set your default
navigation app.

Android Auto™
The wrong
navigation app opens when using the
steering wheel Voice Command button.

Page 5 of 8
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.

© 2019 Mazda North American Operations, U.S.A.

Service Alert No.: SA-001/19

Last Issued: 01/04/2019

This may be caused by Apple iPhone IOS 12.0 update.
The customer sets a navigation destination on Google Maps,
then sets a navigation destination on MAZDA CONNECT, double
voice navigation is heard through the vehicle speakers.
Example:
Apple iPhone software IOS 12.0 update

Apple CarPlay™
Double voice
navigation is heard through the vehicle
speakers.

NG
Google Maps destination set --> MAZDA
CONNECT destination set
MAZDA CONNECT destination set --> Google
Maps destination set

(double
voice)
Good

Repair - This is an Apple IOS 12.0 issue. No vehicle repair is
necessary.

REPAIR PROCEDURE
(Cannot install CMU software after USB Cable Set Kit (P/N C922-V6-605) installation)
1. Disconnect the new USB HUB unit and the new USB cables from the CMU.

Page 6 of 8
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.

© 2019 Mazda North American Operations, U.S.A.

Service Alert No.: SA-001/19

Last Issued: 01/04/2019

2. Connect the old USB HUB unit and the old USB cable to the CMU.

Page 7 of 8
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.

© 2019 Mazda North American Operations, U.S.A.

Service Alert No.: SA-001/19

Last Issued: 01/04/2019

3. Update the CMU to software version 70.00.021B or later by USB flash drive.
4. Remove the old USB HUB unit and disconnect the old USB cable from the CMU.
5. Re-connect the new USB HUB unit and the new USB cables to the CMU.

Page 8 of 8
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.

© 2019 Mazda North American Operations, U.S.A.