Service Alert

Mazda North American Operations
Irvine, CA 92618-2922

Subject:
MAZDA CONNECT REBOOT OR BLANK SCREEN

Service Alert No.: SA-011/20

Last Issued: 02/18/2020

BULLETIN NOTES
This Service Alert supersedes previously issued Service Alert(s) listed below. The changes are noted below
in Red.

Previously Issued Service Alert(s):
Date(s) Issued
SA-011/20
01/15/20
SA-006/19
05/01/19 and02/04/19
SA-047/18
11/06/18 and 12/17/18
APPLICABLE MODEL(S)/VINS
2014-2018 Mazda3
2016-2020 Mazda6
2016-2020 CX-3
2016-2020 CX-5
2016-2020 CX-9
2016-2020 MX-5

DESCRIPTION
Some customers may complain about a MAZDA CONNECT system reboot or blank screen. Use the
troubleshooting chart below to repair the vehicle.

Page 1 of 5
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.

© 2020 Mazda North American Operations, U.S.A.
02/19/2020 1:36 PM tlawrenc

Service Alert No.: SA-011/20

Last Issued: 02/18/2020

REPAIR PROCEDURE
Troubleshooting Table
Step Inspection

1

2

Is concern a blank screen, reboot or continous reboot
(rolling reboot)?

Is the vehicle a 2108 Mazda6

Result

Action

Blank

Go to step 2.

Reboot

Go to step 5.

Continous
Go to step 14.
Reboot
Yes

Reflash CMU software
version to version
70.00.352B or later. Go to
TSB 09-022/19.

No

Go to step 3.

Yes

Go to TSB 09-034/17.

No

Go to step 4.

Yes

Go to TSB 09-044/15.

No

Go to "IMAGE NOT OUTPUT
IN ALL MODES" on MGSS.

Yes

Go to step 12.

No

Go to step 6.

3

Is the vehicle a 2016-2017 CX-9

4

Is the vehicle a 2014-2015 Mazda3, 2016 Mazda6, 2016
CX-3, 2016 CX-5?

5

Is the reboot concern constant?

6

Connect M-MDS.
Are any ENTERTAINMENT SYSTEM DTCs stored?

Yes

Go to MGSS and perform
DTC repair procedure.

No

Go to step 7.

Yes

Go to step 9.

7

Check if CMU software is latest version (go to MGSS Infotainment - MAZDA COINNECT Updates for the latest
CMU software version).
Is the CMU software up to date?

No

Up date the CMU software,
then go to step 8.

8

Did the CMU software update resolve the concern?

Yes

Repair complete.

No

Go to step 9.

Yes

9

Retrieve CMU Data (go to MGSS- Infotainment - MAZDA
CONNECT CMU Data Retrieval).
Contact Hotline and upload data to Siebel for analysis.
Does Hotline analysis show any faults?

Repair the vehicle according
to Hotline instructions..

No

Go to step 10.

Yes

Go to step 11

No

Go to step 12.

10

Can the reboot concern be duplicated.

Page 2 of 5
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.

© 2020 Mazda North American Operations, U.S.A.
02/19/2020 1:36 PM tlawrenc

Service Alert No.: SA-011/20

11

12

Last Issued: 02/18/2020

Measure reboot time cycle. See Measure reboot time
below.
Is the reboot time 31 or 90 seconds?

Is the vehicle equipped with Navigation?

Yes

Replace the CMU. See TSB
09-020/18.

No

Go to step 12.

Yes

Disconnect SD Card orgo to
TSB 09-001/18, then go to
step 13.

No

Go to step 14.

Yes

Go to step 14.

No

Repair complete.

13

Is the concern still present?

14

Turn the vehicle OFF for 5 minutes then restart.
Is the concern still present?

Yes

Go to step 15.

No

Go to step 18.

15

Disconnect the battery for 5 minutes.
Is the concern still present?

Yes

Go to step 16.

No

Go to step 18.

Yes

Go to step 17

16

Is there a Bluetooth device paired or connected via the
USB port?

No

Replace the CMU. See TSB
09-020/18.

Yes

Go to step 19.

17

Go to infotainment.mazdahandsfree.com ENTERTAINMENT - IS MY DEVICE COMPATIBLE.
Is the customer device compatible?

No

No repair needed.

Yes

Repair complete.

No

Replace the CMU. See TSB
09-020/18.

Yes

Replace the CMU. See TSB
09-020/18.

No

The customer's device may
be causing the issue. See MT002/18.

18

19

Is this a first time repair for this concern?

Disconnect the customer's device.
Is the concern still present?

Page 3 of 5
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.

© 2020 Mazda North American Operations, U.S.A.
02/19/2020 1:36 PM tlawrenc

Service Alert No.: SA-011/20

Last Issued: 02/18/2020

Measure Reboot Time
1. Start your stopwatch (or phone stopwatch app) the instant the Mazda logo appears. It may disappear for
a second and reappear, do not stop your stopwatch yet.

2. The HOME screen will appear, do not stop your stopwatch yet.

3. As soon as the screen goes blank, stop your stopwatch. This is the reboot time. If possible, repeat 2-3
times to get an accurate time to ensure correct diagnosis.

Page 4 of 5
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.

© 2020 Mazda North American Operations, U.S.A.
02/19/2020 1:36 PM tlawrenc

Service Alert No.: SA-011/20

Last Issued: 02/18/2020

Page 5 of 5
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.

© 2020 Mazda North American Operations, U.S.A.
02/19/2020 1:36 PM tlawrenc