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: 07/16/2020

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

06/23/20, 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.”

Page 1 of 15
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.
07/16/2020 3:01 PM tlawrenc

Service Alert No.: SA-027/20

Last Issued: 07/16/2020

DESCRIPTION
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.
If CMU log data collection is necessary, collect the data and continue troubleshooting using this
document. If no failure is found, release the vehicle to the customer and inform them that the
infotainment system data is being analyzed. Hotline will contact you at a later date with the results.
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.

Press the "HOME" button. Is the HOME
screen displayed correctly?

Yes

Normal Operation

No

Go to step 4.

1

Is the Rear View Camera displayed?

2
3

Page 2 of 15
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.
07/16/2020 3:01 PM tlawrenc

Service Alert No.: SA-027/20

Last Issued: 07/16/2020

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.

Yes

USB device is not compatible

6

Disconnect the USB device. Does the
display function properly after USB
device is disconnected?

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.

Is the voltage at the CMU, PWR CTRL
Yes
OUT (0920-101A Terminal 1S SB wire) of
No
the CMU normal?

Go to step 10.

9

Swap the Center Display with good
known vehicle. Is the screen display
normal?

Yes

Check / Replace the Center Display.

10

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

Yes

1

Using M-MDS, are any infotainment
system DTC's stored?

Go to step 4.
Go to step 4.
Go to step 5.
Page 3 of 15

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.
07/16/2020 3:01 PM tlawrenc

Service Alert No.: SA-027/20

Last Issued: 07/16/2020

Are images other than the Rear View
No
Camera displayed?

Go to No. 1 Blank Screen.

5

Is the connector for the Rear View
Camera Inserted correctly?

Yes

Go to step 6.

No

Insert the connector correctly.

6

Is the connector for the Center
Display Inserted correctly

Yes

Go to step 7.

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?

5

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.