Service Alert

Mazda North American Operations
Irvine, CA 92618-2922

Subject:
MAZDA CONNECT SYMPTOM TROUBLESHOOTING (7th
GENERATION VEHICLES)

Service Alert No.: SA-042/19

Last Issued: 09/25/2019

APPLICABLE MODEL(S)/VINS
2019-2020 Mazda3
2020 CX-30

DESCRIPTION
Customers having MAZDA CONNECT concerns should have their vehicle repaired using the following
repair procedure.

REPAIR PROCEDURE
NOTE: Before proceeding:



Confirm that the Connectivity Master Unit (CMU) is updated to the latest software version.
 Go to MGSS - Infotainment - MAZDA CONNECT Updates
Confirm that the customers device is updated to the latest software version.
Apple Carplay/Android Auto FAQ, go to SA-001/19.



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. 1 Blank Screen
Step
1

Inspection
Is the Rear View Camera displayed?

Result

Action

Yes

Go to step 2.

No

Refer to No. 2. Rear View Camera is not displayed
Page 1 of 11

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-042/19

Last Issued: 09/25/2019

2

Press and hold the Power Button. Is the Yes
screen displayed correctly?
No

Normal Operation

3

Press the "HOME" button. Is the HOME Yes
screen displayed correctly?
No

Normal Operation

4

Using M-MDS, are any infotainment
system DTC's stored?

Yes

Go to MGSS for DTC diagnosis

No

Go to step 5.

5

Is the connector for the Center Display
inserted correctly

Yes

Go to step 6.

No

Insert the connector correctly.

6

Are the connectors for the CMU
inserted correctly?

Yes

Go to step 7.

No

Insert the connectors correctly.

Is the voltage at the CMU, PWR CTRL
Yes
OUT (0920-101A Terminal 1S SB wire) of
No
the CMU normal?

Go to step 8.

7

Swap the Center Display with good
known vehicle. Is the screen display
normal?

Yes

Check / Replace the Center Display.

8

No

Go to step 9.

Yes

Check / Replace the CMU. (Retrieve the data log if
possible before replacing the CMU.)

No

Repair / Replace wiring harness. Go to MGSS View
Content - Wiring Diagram - Body and Accessories Entertainment System.

9

Swap the CMU with good known
vehicle. Is the screen display normal?

Go to step 3.
Go to step 4.

Go to step 9.

No. 2 Rear View Camera is not displayed
Step

Inspection

Result

Action

Yes

Go to MGSS for DTC diagnosis

No

Go to step 2.

2

Is the vehicle equipped with 360 View Yes
Monitor?
No

Go to step 3.

3

Is the Front Camera and Side Cameras Yes
displayed normally?
No

Check / Replace the 360 View Monitor control unit.

4

Are images other than the Rear View Yes
Camera displayed?
No

Go to step 5.

5

Is the connector for the Rear View
Camera Inserted correctly?

Yes

Go to step 6.

No

Insert the connector correctly.

Yes

Go to step 7.

1

Using M-MDS, are any infotainment
system DTC's stored?

6

Go to step 4.
Go to step 4.
Go to No. 1 Blank Screen.

Page 2 of 11
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-042/19

Last Issued: 09/25/2019

Is the connector for the Center
Display Inserted correctly

No

Insert the connector correctly

7

Are the connectors for the CMU
Inserted correctly

Yes

Go to step 8.

No

Insert the connectors correctly

8

Swap the Rear View Camera with
good known vehicle. Is the screen
display normal?

Yes

Check / Replace the Rear View Camera
See TSB 09-021/19

No

Go to Step 9

Yes

Check / Replace the CMU. Retrieve CMU data log if
possible before replacing CMU.

No

Repair / Replace wiring harness. Go to MGSS View
Content - Wiring Diagram - Body and Accessories Entertainment System.

9

Swap the CMU with good known
vehicle. Is the screen display normal?

No. 3 Rebooting
Step

Inspection

Result

Action

Yes

Go to MGSS for DTC diagnosis

No

Go to step 2.

2

Does the reboot continue after removing Yes
the Navigation SD card?
No

Go to step 3.

Yes

Go to step 4.

3

Does the reboot continue after ignition
key OFF then back ON?

No

Check / Replace the CMU. Retrieve CMU data log
if possible before replacing CMU.

4

Does the reboot continue after vehicle
battery disconnect?

Yes

Check / Replace the CMU. Retrieve CMU data log
if possible before replacing CMU.

No

No repair needed.

1

Using M-MDS, are any infotainment
system DTC's stored?

Check / Replace the Navigation SD card.

No. 4 Infotainment System Has No Sound
Step

Inspection

Result

Action

1

Using M-MDS, are any infotainment system Yes
DTC's stored?
No

Go to MGSS for DTC diagnosis

2

Is sound normal other than navigation
guidance?

Yes

Go to step 3.

No

Go to step 4.

3

Can you hear the voice after raising the
navigation volume?

Yes

Normal Operation.

No

Go to step 5.

Go to step 2.

Page 3 of 11
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-042/19

Last Issued: 09/25/2019

4

Can you hear sound after turning on audio
mode?

Yes

Normal Operation.

No

Go to step 6.

Replace the Navigation SD Card. Can you
hear voice after Navigation SD Card
replacement?

Yes

Complete

5

No

Check / Replace the CMU. Retrieve CMU data
log if possible before replacing CMU.

6

Can you hear sound after raising the volume Yes
of audio?
No

7

Source: USB/iPod
Are there any problems with the media and
the music files?
Yes
Source: Radio
Are there any problems with the antenna
and the reception?
Source: Bluetooth Audio
Are there any problems with Bluetooth?
No

8

Go to MGSS "DIAGNOSTIC ASSIST FUNCTION
Pass
[CONNECTIVITY MASTER UNIT (US)]"
Perform Functional Inspection/Adjustment Active Speaker Check Function - Speaker
Fail
Inspection.
Did the Speaker Inspection Pass?

Normal Operation
Go to step 7.
Source: USB/iPod
Check the media and the compatible files.
Source: Radio
Check the antenna, the reception, and the
Remote Tuner side.
Source: Bluetooth Audio
Check the Bluetooth connection and the
Bluetooth device.
Go to step 8.
Check / Replace the CMU. Retrieve CMU data
log if possible before replacing CMU.
Go to step 9.

9

Is the connector for the Speaker(s) that
failed inserted correctly?

Yes

Go to step 10.

No

Insert the connector correctly.

10

Is the connector for the amplifier inserted
correctly?

Yes

Go to step 11.