CONNECT settings?

6

Result

Action

Yes

Go to MGSS for DTC diagnosis

No

Go to step 2.

Yes

Go to step 3.

No

Enable Bluetooth on the customers
device.

Yes

Go to step 4.

No

Move to a location where data service
strength is good and retest.

Yes

Go to step 5.

No

Pair the customers device to the vehicle.

Yes

Go to step 6.

No

Select the customers device from
Bluetooth settings.

Yes

Normal Operation
Page 11 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

Delete the device from MAZDA CONNECT and
then re-pair it.
Does Bluetooth work correctly?

No

Go to step 7.

Go to http://infotainment.mazdahandsfree.com Yes
Web Site.
No
Is the customers device compatible?

Go to step 8.

7

8

Does the same symptom occur on another same Yes
model/year vehicle?
No

Go to step 9.

9

Reboot the customers device. Does Bluetooth
work correctly?

10

Is the Bluetooth device in a place where radio
waves may be blocked?
(Behind or under a sheet, in a box, in a
purse/bag, ext.)

11

12

13

14

Does the problem occur in a specific geological
location only?

Does the same symptom occur on another
Bluetooth device?

Go to step 10.

Yes

Vehicle operation is normal.

No

Go to step 10.

Yes

Move the Bluetooth device away from
hidden location.

No

Go to step 11.

Is the Bluetooth device contacting or blocked by Yes
metal objects?
No
Is a Bluetooth device and a USB device
connected at the same time?

The customers device is not compatible.

Move the Bluetooth device away from
metal objects.
Go to step 12.

Yes

Disconnect other USB device.

No

Go to step 13.

Yes

Move to a different location.
This may be caused by electrical
interference by radio stations, specific
small power radio stations, or amateur
radio stations for mobile identification
used in industrial, scientific and medical
devices.

No

Go to step 14.

Yes

Go to step 15

No

The customers device is not compatible.
Check / Replace the CMU.

15

Does the voice recognition system operate using
Yes
other functions such as Bluetooth Audio?

1. Document device model, software
version and occurrence of the
condition.
2. Retrieve the data log if possible
before replacing the CMU
3. Document date and time of the
condition
Page 12 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

No

Go to No. 8 Voice Recognition Does Not
Work

No. 10 Cannot Play Bluetooth Audio
Step
1

2

3

Inspection
Using M-MDS, are any infotainment system DTC's
stored?
Is Bluetooth enabled on the customers device?

Is the customers device data service strength good?

Result

Action

Yes

Go to MGSS for DTC diagnosis

No

Go to step 2.

Yes

Go to step 3.

No

Enable Bluetooth on the customers
device.

Yes

Go to step 4.

No

Move to a location where data
service strength is good and retest.

Yes

Go to step 5

No

Connect the customers device to a
charger or recharge the device, then
retest.

Yes

Go to step 6.

No

Pair the customers device to the
vehicle.

4

Is the customers device battery strength good?

5

Is the customers device paired to the vehicle?

Yes
Is the customers device selected in MAZDA CONNECT
settings?
No

Go to step 7.

6

Delete the device from MAZDA CONNECT and then re- Yes
pair it.
No
Does Bluetooth work correctly?

Normal Operation

7

Go to http://infotainment.mazdahandsfree.comWeb
Site.
Is the customers device compatible?

Yes

Go to step 9.

8

No

The customers device is not
compatible.

9

Does the same symptom occur on another same
model/year vehicle?

Yes

Go to step 10.

No

Go to step 11.

10

Reboot the customers device. Does Bluetooth work
correctly?

Yes

Vehicle operation is normal.

No

Go to step 11.

Select the customers device from
Bluetooth settings.

Go to step 8.

Page 13 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

11

12

Last Issued: 07/16/2020

Is the Bluetooth device in a place where radio waves
may be blocked?
(Behind or under a sheet, in a box, in a purse/bag,
ext.)

Yes

Move the Bluetooth device away
from hidden location.

No

Go to step 12.

Is the Bluetooth device contacting or blocked by metal Yes
objects?
No
Yes

Move the Bluetooth device away
from metal objects.
Go to step 13.
Disconnect other USB device.
Check / Replace the CMU.

13

Is a Bluetooth device and a USB device connected at
the same time?

No

1. Document device model,
software version and occurrence
of the condition.
2. Retrieve the data log if possible
before replacing the CMU
3. Document date and time of the
condition

Page 14 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

No. 11 How to Check Navi SD Card VIN Lock
Go to Mazda Toolbox (Version 5)

Navi SD Card VIN
Unlocked
(VIN is blank)

Navi SD Card VIN
Locked
(VIN is present)

Page 15 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