Mazda North American Operations
Irvine, CA 92618-2922

Service Alert
Subject:

CONNECTED VEHICLE SYMPTOM TROUBLESHOOTING

Service Alert No.: SA-031/20

Last Issued: 06/01/2020

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-031/20

05/18/20, 04/14/2020, 04/02/20,03/11/20 and 02/27/20

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

DESCRIPTION
Some customers may complain about any of the following:




Vehicle Center Display does not provide the One Time Pass Code during the MyMazda App
Connected Vehicle enrollment.
Remote function(s) inoperative.
 Engine Start / Stop
 Door Lock / Unlock
 Lights ON / OFF

Confirm the customer's phone and vehicle have good to strong reception during the concern as shown in
the table below.




If the reception is weak, move the vehicle to a location where the reception is good to strong as
shown in the table, then try to get the One Time Pass Code and/or operate the remote functions
before proceeding to the Repair Procedure if there is still an issue.
If the reception is good to strong, proceed to the Repair Procedure.

Page 1 of 8
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.
06/05/2020 2:34 PM tlawrenc

Service Alert No.: SA-031/20

Last Issued: 06/01/2020

Indication

Explanation
Radio waves are not being received.
Move to a location with good reception.
Weak reception.
Good Receptioin
Strong reception.
Currently conducting an operation check of the communication unit. If this condition
continues, consult an Authorized Mazda Dealer.
1. The Telematics Communication Unit (TCU) is unsubscribed
2. Connected Service contract has ended
3. TCU has not been initialized, go toSA-010/20 (Except 2019 Mazda3)

Remote Engine Start Will Not Function under the following conditions

Item

Condition

1

Vehicle battery voltage low

2

AT shift position except "P"

3

Vehicle speed above 3 mi/h (5 km/h)

4

Brake pedal switch malfunction

5

Engine already started by remote engine start function

6

A registered key is detected in the vehicle

7

Brake pedal switch detects brake application

8

Low fuel warning message
Page 2 of 8

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.
06/05/2020 2:34 PM tlawrenc

Service Alert No.: SA-031/20

Last Issued: 06/01/2020

9

Engine starts, then turns OFF due to abnormal high engine rpm detected. (Engine rotation over
3000 rpm continued for more than 0.2[s])

10

No engine rpm detected after sending engine start request. (Engine rotation 0 rpm continued for
more than 0.2[s])

11

When the CAN data signal for engine shut off is present (e.g.: door ajar signal)

12

After 10 second maximum cranking time

13

Burglar alarm status is "Alarm" and "Alarm stand by" (CAUTION - DO NOT enable, see TheftDeterrent System section in SA-013/20)

14

Room fuse blown/missing

15

Connected Vehicle Maintenance Mode enabled (Restricted Transmitting Mode in MDARS)

16

Vehicle is parked (stored) for approximately 1 week or longer or in deep sleep mode.
Drive the vehicle for a few miles to recover.

17

DTC Stored

Remote Engine Start Function Will turn engine OFF under the following conditions

Item

Condition

1

Vehicle door(s) opened

2

Vehicle trunk opened

3

Vehicle hood opened

4

Ignition switch push button "ON" detected

5

Remote engine STOP request

6

Brake pedal switch detects brake application

7

DTC Stored

8

After 15 minute run time limitation

REPAIR PROCEDURE
NOTE:Vehicles stored for long periods may loose GPS clock sychronization. If the vehicle is stored for a
long period, test drive the vehicle to give the GPS clock time to sychronize before enrolling or testing
connected vehicle functions .1. Verify customer concern.
2. Use MDARS to ID the vehicle and check for DTC's stored.
Are DTC(s) stored?



Yes - Go to step 3.

Page 3 of 8
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.
06/05/2020 2:34 PM tlawrenc

Service Alert No.: SA-031/20



Last Issued: 06/01/2020

No - Perform ODR Data Collection Procedure,then go to step 3.

3. Retrieve MAZDA CONNECT CMU log data. Go to MGSS MAZDA CONNECT CMU Data Retrieval
4. Perform "Registration work of RES smartphone type".
5.Clear DTC(s).NOTE: If DTC 2050:55 is stored, go toSA-003/20to clear DTC.6. Perform KAM reset.
NOTE:Test drive vehicle after a KAM reset to allow the GPS clock to sychronize before retrying connected
vehicle functions.7. Contact Hotline for the latest repair information.
ODR Data Collection Procedure

1. ID the vehicle
using MDARS

---

2. Select "Toolbox"

3. Select Vehicle
Icon

Page 4 of 8
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.
06/05/2020 2:34 PM tlawrenc

Service Alert No.: SA-031/20

Last Issued: 06/01/2020

4. Select "Collect
Diagnostic
Information"

5. Select Collect
Diagnostic
Information "Run"

Page 5 of 8
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.
06/05/2020 2:34 PM tlawrenc

Service Alert No.: SA-031/20

Last Issued: 06/01/2020

6. Turn Ignition ON,
then select "Next"

Registration work of RES smartphone type

Page 6 of 8
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.
06/05/2020 2:34 PM tlawrenc

Service Alert No.: SA-031/20

Last Issued: 06/01/2020

1. Connect MDARS.

2. Use MDARS to verify if the Telematics Control Unit (TCU) is at the latest software level (Toolbox
Software Update Run TCU).
Is the TCU at the latest software level?
1. Yes - Go to step 3.
2. No - Update TCU software, then go to step 3.

3. Select the following:
A. Toolbox
B. Repair icon
C. MAZDA CONNECT
D. RES smartphone type registration
work
E. RUN.

Page 7 of 8
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.
06/05/2020 2:34 PM tlawrenc

Service Alert No.: SA-031/20

Last Issued: 06/01/2020

4. Follow the on-screen instructions.

V

5. Select Quick Check (A), then start
the engine and select the DTC Clear
icon (B).

CAUTION: If the engine is not
started, DTC P2610 is stored and
cannot be erased.

Page 8 of 8
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.
06/05/2020 2:34 PM tlawrenc