NHTSA ID Number: 10171787
Manufacturer Communication Number: SA-026-20
TSB/Document Date: 2020-02-27
Summary
Use the symptom troubleshooting tables below to diagnose MAZDA CONNECT concerns. Audio System, Bluetooth®, Center Dislay, DTC, i-ACTIVESENSE, Maintenance Monitor, Navigation, Noise, Reboot / Frozen Screen / Slow Response, USB / Aux Voice Command, How to Check Navi SD Card VIN Lock.
Active Driving
(AD-Display) shows a speed limit different from the actual electronic
Display shows
traffic signs. For example, The AD-Display shows 55 mph instead of 65
different speed limit
mph actually displayed on the electronic traffic sign. This may be a
normal condition.
MT002/17
Maintenance Monitor
Symptom
Solution
Link
Improper OFF selection in the Setting Interval
menu under Oil Change (CX-9 only).
Install latest software update Version
59.00.330 or later to fix symptom.
09010/18
Resetting with “Fixed” data will not reset
“Flexible” data. (CX-9 only).
Install latest software update Version
59.00.330 or later to fix symptom.
09010/18
Page 6 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
Navigation
Symptom
Solution
Link
Navigation or other screens
freeze or reboot
Install latest software update Version 55.00.760 or later to
minimize symptom.
09010/18
Navigation or other screen turn
black, freeze or reboot
Install latest software update Version 55.00.760 or later to
minimize symptom.
09010/18
Navigation does not allow to set
certain cities as destination
Install latest software update Version 55.00.760 or later to
minimize symptom.
09010/18
Navigation does not announce
voice guidance for street names
Install latest software update Version 55.00.760 or later to
fix symptom.
09010/18
Navigation turns to a black
screen remaining the task bar
Install latest software update Version 55.00.760 or later to
fix symptom.
09010/18
Mazda Toolbox is a free PC application to update
navigation map for MAZDA CONNECT which can be
Navigation - How to update maps
downloaded from the MyMazda.com Website and
installed.
MT001/18
Every time the navigation is
turned on, the vehicle position
starts from the location (dealer)
where the CMU was updated
from version 55.00.650 to
55.00.750
Install latest software update Version 55.00.760 or later to
fix symptom.
09010/18
Some street names in Canada are Install latest software update Version 55.00.760 or later to
not displayed
minimize symptom.
09010/18
Turn -by-turn navigation
guidance does not display on on
the active driving display (for
vehicles with 55.00.750)
Install latest software update Version 55.00.760 or later to
fix symptom.
09010/18
Vehicle current position is not
accurate enough
Install latest software update Version 55.00.760 or later to
minimize symptom.
09010/18
Invalid SD Card
1. When installing a navigation SD card, confirm that the
card is unlocked. Also, Mazda Does Not Recommend
swapping navigation system SD cards from one vehicle to
another for testing. If swapped, the SD card that is installed
into the other vehicle becomes “linked” to the VIN of that
1. MT001/18
2. Check
VIN Lock
Page 7 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
vehicle.
2. Confirm Navi SD card VIN is locked to the correct vehicle
Wrong speed limits shown in
country information
Fix is pending
MT032/16
Navigation and/or Sirius XM
radio is inoperative
Some lower trim models equipped with the MAZDA
CONNECT Infotainment System are NOT equipped with
Navigation or SIRIUS XM Radio. Customers may add a
Mazda Navigation system accessory; however, SIRIUS XM
radio cannot be added.
MT007/15
Navigation map is not displayed
1. Go to Workshop Manual troubleshooting MAP IS NOT
1. WSM
DISPLAYED [ENTERTAINMENT SYSTEM [WITH CENTER
2. Check
DISPLAY]]
VIN Lock
2. Confirm Navi SD card VIN is locked to the correct vehicle
No Navigation voice guidance
Go to Workshop Manual troubleshooting NO NAVIGATION
GUIDANCE VOICE OUTPUT [ENTERTAINMENT SYSTEM
WSM
[WITH CENTER DISPLAY]]
Noise
Symptom
Noise from inside
front door panel
when playing the
audio system
Solution
Link
Unusual noise coming from inside the front door panel when playing
the audio system. This is caused by the damper coming off the speaker
09frame due to corrosion on the speaker back frame. To correct the issue,
012/17
a plating process was added at the supplier beginning on November 13,
2015.
Reboot / Frozen Screen / Slow Response
Symptom
Solution
Link
Reboots
constantly
1) Disconnect the negative battery cable for 5 minutes.
2) Reconnect the negative battery cable and recheck the system.
If the system now works properly, update it to the latest software version
and retest. Return the vehicle to the customer if everything is working
correctly.
Shuts down and
does not reboot
Some vehicles may experience the Mazda
Connect infotainment system
09shutting down within a few minutes after the ignition is turned on, and will 044/15
---
Page 8 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
not reboot. It will only reboot after the ignition is turned off and then on
again. This is caused by an internal malfunction of the connectivity master
unit (CMU) hardware.
Slow start up
Install latest software update Version 59.00.502 or later to improve
symptom.
09010/18
Slow operational
response
Install latest software update Version 59.00.502 or later to improve
symptom.
09010/18
Unexpected
Install latest software update Version 59.00.502 or later to minimize
reboots and blank
symptom.
or frozen screens
09010/18
Blank screen
Go to Workshop Manual troubleshooting IMAGE NOT OUTPUT IN ALL
MODES [ENTERTAINMENT SYSTEM [WITH CENTER DISPLAY]].
CX-9 - Center
Display Turns
Black While
Driving
This concern may be caused by internal noise within the center display,
which disturbs the integrated DC-DC converter and results in no power for 09the display. To eliminate this concern, the hardware for the center display 034/17
has been modified.
WSM
USB / Aux
Symptom
Solution
Link
USB audio device slow response
Install latest software update Version 59.00.502 or later to 09improve symptom.
010/18
Smart Phone will not charge when
connected to the USB port
The vehicle’s USB port allows data transfer between a
customer’s device and the vehicle’s infotainment system.
Some devices may exceed the maximum electric current
produced by the USB port. The device may not operate or
charge when connected.
MT022/15
System does not recognize USB/SD Install latest software update Version 55.00.760 or later to 09card
minimize symptom.
010/18
USB device fails to start playing,
resume or display music
information.BT audio device fails
when starting to play, resume or
connect
Install latest software update Version 55.00.760 or later to 09minimize symptom.
010/18
Page 9 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
No audio sound from USB
Go to Workshop Manual troubleshooting NO USB AUDIO
SOUND OUTPUT [ENTERTAINMENT SYSTEM [WITH
CENTER DISPLAY]]
WSM
No audio sound from Aux
Go to Workshop Manual troubleshooting NO AUX AUDIO
SOUND OUTPUT [ENTERTAINMENT SYSTEM [WITH
CENTER DISPLAY]]
WSM
Voice Command
Symptom
Solution
Voice Command does not recognize
command
Link
Go to Workshop Manual troubleshooting VOICE
OPERATION NOT POSSIBLE [ENTERTAINMENT
SYSTEM [WITH CENTER DISPLAY]]
When asking for current location with
Install latest software update Version 55.00.760
voice command “Where am I?”, the system
or later to fix symptom.
responds with “Your location is comma.”
WSM
09010/18
How to Check Navi SD Card VIN Lock
Go to Mazda Toolbox (Version 4)
Navi SD Card VIN
Unlocked
(Mazda Toolbox will
not read card)
Page 10 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
Navi SD Card VIN
Locked
(VIN is displayed)
Page 11 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
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TSB/Document ID: SA-026-20
Replacement Service Bulletin Number:
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