NHTSA ID Number: 10177006
Manufacturer Communication Number: SA-027-20b
TSB/Document Date: 2020-07-03
Summary
MAZDA
CONNECT Software Version 11002 NOTE: “2019 Mazda3 owners may notice an icon in their infotainment’s display that indicates Mazda Connected Services. This new feature is a global technology and designed with the latest version of Mazda ConnectTM. At this time, the service is not active for 2019 Mazda3 vehicles in the U.S. Any updates to the service will be announced at the appropriate time.â€ÂCustomers having MAZDA CONNECT concerns should have their vehicle repaired using the following repair procedure.
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TSB/Document ID: SA-027-20b
Replacement Service Bulletin Number:
MFR Communication Date: 2020-06-23
MFR Internal Campaign ID/Software Version:
Communication Type: Service Bulletin/Repair Instructions
NHTSA Components: EQUIPMENT:ELECTRICAL
MFR Component System:
MFR Component Subsystem:
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Service Alert
Mazda North American Operations
Irvine, CA 92618-2922
Subject:
MAZDA CONNECT SYMPTOM TROUBLESHOOTING (7TH
GENERATION VEHICLES)
Service Alert No.: SA-027/20
Last Issued: 06/23/2020
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-027/20
04/08/20 and 02/11/20
SA-042/19
03/19/2020, 12/12/19and 09/25/19
APPLICABLE MODEL(S)/VINS
2019-2020 Mazda3
2020 CX-30
MAZDA CONNECT Software Version 11002 NOTE:
“2019 Mazda3 owners may notice an icon in their infotainment’s display that indicates Mazda Connected
Services. This new feature is a global technology and designed with the latest version of Mazda
ConnectTM. At this time, the service is not active for 2019 Mazda3 vehicles in the U.S. Any updates to
the service will be announced at the appropriate time.”
DESCRIPTION
Page 1 of 14
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.
06/26/2020 1:17 PM tlawrenc
Service Alert No.: SA-027/20
Last Issued: 06/23/2020
Customers having MAZDA CONNECT concerns should have their vehicle repaired using the following
repair procedure.
REPAIR PROCEDURE
NOTE: Before proceeding:
Document the vehicle current MAZDA CONNECT CMU software version.
Confirm that the Connectivity Master Unit (CMU) is updated to the latest software version.
Go to MGSS - Infotainment - MAZDA CONNECT Updates
Go to TSB 16-001/20 to view MAZDA CONNECT CMU software fix list.
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. 11 How to Check Navi SD Card VIN Lock
No. 1 Blank Screen
Step
Inspection
Result
Action
Yes
Go to step 2.
No
Refer to No. 2. Rear View Camera is not displayed
Press and hold the Power Button. Is the
screen displayed correctly?
Yes
Normal Operation
No
Go to step 3.
3
Press the "HOME" button. Is the HOME
screen displayed correctly?
Yes
Normal Operation
No
Go to step 4.
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 there a device connected to the USB
port?
Yes
Go to step 6.
No
Go to step 7.
1
Is the Rear View Camera displayed?
2
Page 2 of 14
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.
06/26/2020 1:17 PM tlawrenc
Service Alert No.: SA-027/20
Last Issued: 06/23/2020
Disconnect the USB device. Does the
display function properly after USB
device is disconnected?
Yes
USB device is not compatible
6
No
Go to step 7.
7
Is the connector for the Center Display
inserted correctly
Yes
Go to step 8.
No
Insert the connector correctly.
8
Are the connectors for the CMU inserted Yes
correctly?
No
Go to step 9.
Go to step 10.
9
Is the voltage at the CMU, PWR CTRL
Yes
OUT (0920-101A Terminal 1S SB wire) of
No
the CMU normal?
Yes
Check / Replace the Center Display.
10
Swap the Center Display with good
known vehicle. Is the screen display
normal?
No
Go to step 11.
Yes
Check / Replace the CMU.
1. Retrieve the data log if possible before
replacing the CMU
2. Document date and time of the condition
No
Repair / Replace wiring harness. Go to MGSS View
Content - Wiring Diagram - Body and Accessories Entertainment System.
11
Swap the CMU with good known vehicle.
Is the screen display normal?
Insert the connectors correctly.
Go to step 11.
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 3 of 14
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.
06/26/2020 1:17 PM tlawrenc
Service Alert No.: SA-027/20
Last Issued: 06/23/2020
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.
1. Retrieve the data log if possible before replacing
the CMU
2. Document date and time of the condition
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
1
Using M-MDS, are any infotainment system DTC's
stored?
2
Does the reboot continue after removing the
Navigation SD card?
3
Is there a device connected to the USB port?
4
Disconnect the USB device. Does the reboot
continue after USB device is disconnected?
Result
Action
Yes
Go to MGSS for DTC diagnosis
No
Go to step 2.
Yes
Go to step 3.
No
Check / Replace the Navigation SD
card.
Yes
Go to step 4.
No
Go to step 5.
Yes
USB device is not compatible
No
Go to step 5.
Yes
Go to step 6.
Check / Replace the CMU.
5
Does the reboot continue after ignition key OFF
then back ON?
No
1. Retrieve the data log if possible
before replacing the CMU
2. Document date and time of the
condition
Page 4 of 14
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.
06/26/2020 1:17 PM tlawrenc
Service Alert No.: SA-027/20
Last Issued: 06/23/2020
Check / Replace the CMU.
6
Does the reboot continue after vehicle battery
disconnect?
Yes
No
1. Retrieve the data log if possible
before replacing the CMU
2. Document date and time of the
condition
No repair needed.
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.
4
Can you hear sound after turning on audio
mode?
Yes
Normal Operation.
No
Go to step 6.
Yes
Complete
Go to step 2.
Check / Replace the CMU. Retrieve
5
Replace the Navigation SD Card. Can you
hear voice after Navigation SD Card
replacement?
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
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