Mazda North American Operations
Irvine, CA 92618-2922

Service Alert
Subject:

MAZDA CONNECT SYMPTOM TROUBLESHOOTING [6TH
GENERATION VEHICLES]

Service Alert No.: SA-026/20

Last Issued: 02/11/2020

BULLETIN NOTES
This service alert supersedes the previously issued service alert listed below. The changes are noted in
Red text.

Previous Service Alert: Date(s) Issued:
SA-065/17

08/10/17

APPLICABLE MODEL(S)/VINS

2014-2018 Mazda3 2016-2020 CX-3 2016-2020 CX-9
2016-2020 Mazda6 2016-2020 CX-5 2016-2020 MX-5

DESCRIPTION
Use the symptom troubleshooting tables below to diagnose MAZDA CONNECT concerns.

REPAIR PROCEDURE
MAZDA CONNECT Symptom Troubleshooting Table Sections

Audio System
Bluetooth®
Center Dislay
DTC
i-ACTIVESENSE
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.

© 2020 Mazda North American Operations, U.S.A.
02/11/2020 3:49 PM tlawrenc

Service Alert No.: SA-026/20

Last Issued: 02/11/2020

Maintenance Monitor
Navigation
Noise
Reboot / Frozen Screen / Slow Response
USB / Aux
Voice Command
How to Check Navi SD Card VIN Lock

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.

© 2020 Mazda North American Operations, U.S.A.
02/11/2020 3:49 PM tlawrenc

Service Alert No.: SA-026/20

Last Issued: 02/11/2020

Audio System
Symptom

Solution

Link

In order to do a CMU data retrieval for the new MAZDA
CONNECT software, make sure to use version 31

SA048/17

Contact information cannot be
Install latest software update Version 55.00.760 or later
loaded correctly from phones other
to minimize symptom.
than iPhone

09010/18

Favorites disappear

Install latest software update Version 55.00.760 or later
to fix symptom.

09010/18

Pandora Radio issues

Install latest software update Version 55.00.760 or later
to minimize symptom.

09010/18

Some menu of music source
selection is grayed out

Install latest software update Version 55.00.760 or later
to minimize symptom.

09010/18

Text information of HD radio is not
displayed when switching music
source

Install latest software update Version 55.00.760 or later
to fix symptom.

09010/18

No audio sound

Go to Workshop Manual troubleshooting NO SOUND
OUTPUT IN ALL MODES [ENTERTAINMENT SYSTEM [WITH WSM
CENTER DISPLAY]]

No CD sound

Go to Workshop Manual troubleshooting NO CD SOUND
OUTPUT [ENTERTAINMENT SYSTEM [WITH CENTER
DISPLAY]]

Cannot perform CMU data retrieval

WSM

Bluetooth®
Symptom

Solution

Link

Bluetooth® device disconnects

Install latest software update Version 59.00.502
or later to improve symptom.

09010/18

Bluetooth® connection error with internet
radio applications

Install latest software update Version 59.00.502
or later to minimize symptom.

09010/18

Bluetooth® pairing procedure

Go to Workshop Manual troubleshooting
Bluetooth® PAIRING PROCEDURE

WSM

Bluetooth® shows connected but no sound

Go to Workshop Manual troubleshooting NO
WSM
Bluetooth® AUDIO AND INTERNET RADIO SOUND
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.

© 2020 Mazda North American Operations, U.S.A.
02/11/2020 3:49 PM tlawrenc

Service Alert No.: SA-026/20

Last Issued: 02/11/2020

[ENTERTAINMENT SYSTEM [WITH CENTER
DISPLAY]]
Bluetooth® phone compatiblity

Go to Mazdausa.com

MUSA

iPhone disconnects

Install latest software update Version 59.00.502
or later to improve symptom.

09010/18

iPhone name not displayed

Install latest software update Version 59.00.502
or later to fix symptom.

09010/18

Paired BT device will not connect. Removing
the paired BT device from the vehicle (but
Install latest software update Version 55.00.760
not the vehicle from the phone) results in
or later to minimize symptom.
an endless “Deleting” message.

09010/18

SMS (Short Message Service) messages received
by paired phones (Android and iPhone 5 iOS 7.0
or higher) can be downloaded, displayed, and
played (text to voice)

MT011/18

When using the call button on the cell
Install latest software update Version 55.00.760
phone to make a call, the call sound is short or later to fix symptom.

09010/18

SMS text message function does not show
in center display

Wrong phone connected

MAZDA CONNECT bluetooth will connect all
profiles to devices in order of priority if the last
device is not available.

SA063/17

Cannot pair smart phone

Go to Workshop Manual troubleshooting
Bluetooth® PAIRING NOT POSSIBLE
[ENTERTAINMENT SYSTEM [WITH CENTER
DISPLAY]]

WSM

No audio sound from Bluetooth®

Go to Workshop Manual troubleshooting NO
Bluetooth® AUDIO AND INTERNET RADIO SOUND
WSM
[ENTERTAINMENT SYSTEM [WITH CENTER
DISPLAY]]

Smart phone does not reconnect

Go to Workshop Manual troubleshooting
AUTOMATIC Bluetooth® CONNECTION NOT
POSSIBLE

WSM

Center Display

Page 4 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.

© 2020 Mazda North American Operations, U.S.A.
02/11/2020 3:49 PM tlawrenc

Service Alert No.: SA-026/20

Last Issued: 02/11/2020

Symptom

Solution

Link

Hot temperature warning
message

"Display is too Hot. Screen performance may be decreased
until it cools" warning message displays when screen
temperature is above 176 degrees Fahrenheit (80 degrees
Celsius). This is a normal screen protection function.

MT015/17

Warning guidances are
displayed both for LDWS and
HBC (CX-3 with LDWS and
without HBC only)

Install latest software update Version 59.00.330 or later to fix
symptom.

09010/18

Rear view monitor does not
show up on screen

Install latest software update Version 55.00.760 or later to fix
symptom.

09010/18

Rear view monitor is blurry

This may be caused by an aftermarket accessory device.
Some aftermarket electrical devices (e.g., an accessory cell
phone charger) may create excessive electrical noise. The
noise may interrupt some of the vehicle electrical systems.

MT007/18

Rear view monitor is
inoperative

Go to Workshop Manual troubleshooting REAR MOUNT
CAMERA IMAGE NOT OUTPUT [ENTERTAINMENT SYSTEM
[WITH CENTER DISPLAY]]

WSM

This is caused by a touch panel failure from an improper
Touch screen does not work or
manufacturing process of the touch panel and center display
operates by itself (ghost touch)
integration.

09026/18

DTC
Symptom

DTC U0323 (PCM) / U0423 (ABS) / U3000 (IC)
CANNOT be deleted when the TPMS warning
light flashes and/or the TCS/DSC indicator
lights are illuminated.

Solution

Link

This can happen if the ignition is turned OFF
within 20 seconds after the ignition is turned
ON in one of the following two situations.
MT1. The “ROOM” fuse (Engine compartment) is 010/18
NOT installed when battery level is low.
2. The CMU (Connectivity Master Unit) is NOT
connected.

DTC U0100:00 [CONNECTIVITY MASTER UNIT]
Install latest software update Version
(communication error with PCM) is stored in
59.00.330 or later to fix symptom.
memory

09010/18

Page 5 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.

© 2020 Mazda North American Operations, U.S.A.
02/11/2020 3:49 PM tlawrenc

Service Alert No.: SA-026/20

Last Issued: 02/11/2020

i-ACTIVESENSE
Symptom

Solution

Link

SCBS Unavailable or
LDWS Unavailable
Install latest software update Version 59.00.441 or later to fix symptom.
message may be
displayed

SCBS, LDWS, HBC
warning lights on in
hot weather

Combination of warning lights may include:
1. SCBS
2. LDWS
3. HBC
Instrument Cluster Multi-Information Display warning messages may
include:
1. Forward Smart City Brake Support Malfunction
2. Smart Brake System Malfunction
3. Front Camera Sensor System Malfunction
MAZDA CONNECT center display warning messages may include:

09010/18

15002/18

1. High Beam Control [HBC] / Lane-keep Assist System [LAS]
Malfunction. Have the vehicle checked by a dealer if this indicator
stays On.
2. Smart City Brake Support [SCBS] Malfunction. Have the vehicle
checked by a dealer immediately.
Some customers may complain that when driving a vehicle equipped
with Traffic Sign Recognition System (TSR), the Active Driving Display