NHTSA ID Number: 10180783
Manufacturer Communication Number: SA-007-20k
TSB/Document Date: 2020-10-05
Summary
MAZDA
CONNECTED SERVICES - FREQUENTLY ASKED QUESTIONS (FAQ). General Questions, Setup and Getting Started, Registration / Enrollment, WI-FI General Information, WI-FI How-To, WI-FI Trial Period, Interacting With The App, Service Issues, Troubleshooting, Dealer Processes, Conditions for Remote Engine Start Will Not Function, Conditions for Remote Engine Start Function Will turn engine OFF, Educational Videos, Resources
conditions or geographic
features such as tunnels or
steep valleys?
Yes, inclement weather, remote locations, enclosed areas, or
underground parking garages can affect your service. Use the radio wave
reception level indications of the communication unit to determine if
your Connected Services reception is being affected. For details on the
system’s limitations, refer to the Terms and Conditions.
Can I use Connected Services
as normal during an app
update?
It may not be possible to use certain Connected Services functions
during a MyMazda online update.
Page 18 of 25
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.
09/30/2020 3:44 PM tlawrenc
Service Alert No.: SA-007/20
Last Issued: 09/29/2020
Troubleshooting
Problem
Solution
1. Check customer phone and vehicle reception strength. Retry when
reception strength is good or strong.
Go to Reception Level Inspection
Vehicle center display does
not provide Authorization
Code during the MyMazda
App connected services
enrollment.
2. Connected Services Enrollment step 1/3 "Turn Ignition
ON", wait 30 seconds before you select "Next" on the
phone App.
This allows the communication unit time to connect.
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.
Some 2020 Mazda3 vehicles may have incorrect infotainment software
version 10042 installed. The incorrect software will cause MyMazda App
Connected Vehicle enrollment errors.Go toSSPC1.
2020 Mazda3 Infotainment
Software Update Error
Remote function(s)
inoperative.
1. Engine Start / Stop
2. Door Lock / Unlock
3. Lights ON / OFF
First remote control
attempt fails, second
attempt works fine.
1. Check customer phone and vehicle reception strength. Retry when
reception strength is good or strong.
Go to Reception Level Inspection
2. Check for DTC(s) stored. If stored, clear/repair DTC(s) and then retry.
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 testing connected vehicle functions.
Go to TSB 16-002/20.
1. Engine Start / Stop
Page 19 of 25
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.
09/30/2020 3:44 PM tlawrenc
Service Alert No.: SA-007/20
Last Issued: 09/29/2020
2. Door Lock / Unlock
3. Lights ON / OFF
Remote Engine Start
inoperative due to:
1. Aftermarket Remote
Engine Start accessory
installed.
2. Mazda Remote Engine
Start (BCKA-V7-620)
accessory installed.
1. Remove the aftermarket accessory.
2. The customer can use either the Mazda Remote Engine Start accessory or
the MyMazda App function. Cannot use both.
To regain access to Connected Services, follow these
steps:
1. What vehicle do you have?
See applicable models shown at the beginning of this
Service Alert.
2. Have you downloaded the MyMazda app and registered
for an account? If not:
For an iOS device (iPhone, iPad), download the MyMazda
I can’t access Connected
app from the App Store. The device must be running iOS
Services via MyMazda app. 9.0 or newer.
For an Android device, download the MyMazda app from
Google Play Store. The device must be running Android
7.0 or newer.
3. Have you already enrolled in Connected Services?
If you aren’t enrolled in Connected Services, follow the
enrollment process. Download the MyMazda app from the
app store, if necessary.
Note to CEC/Tech Hotline/Dealer: If the customer is
Page 20 of 25
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.
09/30/2020 3:44 PM tlawrenc
Service Alert No.: SA-007/20
Last Issued: 09/29/2020
enrolled in Connected Services, follow incident
management protocol.
If you are unable to access the in-car Wi-Fi hotspot, follow these steps:
1. See if your device’s Wi-Fi access is turned on.
2. Make sure your vehicle is running or in accessory mode.
3. You can follow the steps below to find your Wi-Fi network name:
a. Select Settings from the Mazda Connect home screen.
I can’t access the in-car Wi- b. Select Connectivity Settings.
Fi hotspot.
c. Select Wi-Fi Settings.
d. Select SSID (Access Point Name).
Applicable CX-5 and CX-9 e. Find the SSID on your device, then select it.
available end of October 4. Now follow the steps below to find your Wi-Fi network password:
2020.
a. Select Settings from the Mazda Connect home screen.
b. Select Connectivity Settings.
c. Select Wi-Fi Settings.
d. Select Wi-Fi Password.
e. Enter the password displayed on the device to connect to the Wi-Fi
network.
I made multiple remote
service requests within a
60-second period.
You can only make one (1) remote request within a 60-second period. For
example, if you accidently made a “remote unlock” request and now want to
send a “remote lock” request, you will have to wait at least 60 seconds
before you can make the second request.
I didn’t use the vehicle for
Simply drive the vehicle as normal for a few miles and Connected Services
a week, and now I can’t
should start working again.
access Connected Services.
I left my key in the vehicle.
No, you will see a “Fail” error message upon making a remote service
Can I still use Connected
request (e.g., remote engine start) if you leave the key in the vehicle. The key
Services, like remote
must be kept outside the vehicle to execute remote services.
engine start?
I am locked out from the
If you have made five (5) failed login attempts, you must wait five (5)
app after failing to log in a
minutes before you can attempt to log in again.
few consecutive times.
The Remote Control
lock/unlock function isn’t
working.
Double-check your vehicle. The lock/unlock function will not work if the
engine is running, the key is left inside the vehicle or any of the doors are
opened.
I used Remote Engine
Start, but when I opened When Remote Engine Start is used, the engine will turn off when any of the
the door to my vehicle, the doors are opened.
engine turned off.
Page 21 of 25
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.
09/30/2020 3:44 PM tlawrenc
Service Alert No.: SA-007/20
Last Issued: 09/29/2020
MyMazda App remote functions can be restricted by switching to Restricted
Transmitting Mode.
1. Restricts MyMazda App remote functions.
2. Prevents error messages being sent to the customer during vehicle
service.
Cancel Restricted Transmitting Mode after completing vehicle service.
How do I block MyMazda
App remote functions
when vehicle is being
serviced?
Go to MGSS SERVICE CAUTIONS FOR VEHICLES WITH TELEMATICS
COMMUNICATION SYSTEM [(US)].
Engine turns off a few
seconds after remote
engine start
Possible Powertrain DTC's stored. Repair DTC's and then retry.
Reception Level Inspection
Indication
Explanation
Radio waves are not being received. Move to a location with good reception.
Weak reception.
Good reception.
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 to SA-010/20 (Except 2019 Mazda3)
Page 22 of 25
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.
09/30/2020 3:44 PM tlawrenc
Service Alert No.: SA-007/20
Last Issued: 09/29/2020
Dealer Processes
Is there an
opportunity at
PDI to test the
system?
No special action is required to activate at PDI other than the room fuse installation,
which is already part of the current PDI. We recommend checking for signal after
installing room fuse. See the image below for how the connectivity signal bar looks
(it's the vertical stack bar on the right bottom corner). This connectivity signal bar is
not displayed on the "Home" screen, so the PDI Inspector would have to go into the
"Entertainment" or "Navigation" menu to check it. To confirm it is working properly,
the bar should be white like the image below.
Except 2019 Mazda3
The handbook
states that a
“moderate
If an airbag is deployed.
collision” will dial
911. Please define
“moderate.”
Will the customer
have to sign a
disclaimer for a
loaner vehicle
that has
Connected
Services
activated?
If the customer is downloading the MyMazda app to use the Connected Services
functions, they will sign the disclaimer as part of the MyMazda process. If the
customer is not downloading the app but the dealer has set it up for their own
purposes (e.g., vehicle location), then it is the dealer's responsibility to disclose to the
customer.
Remote Engine Start Will Not Function under the following conditions
Item
Condition
Page 23 of 25
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.
09/30/2020 3:44 PM tlawrenc
Service Alert No.: SA-007/20
Last Issued: 09/29/2020
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
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
18
Remote engine start aftermarket accessory installed
19
Mazda Remote Engine Start (BCKA-V7-620) accessory installed (No MyMazda app remote engine
start function).
20
First remote control attempt fails, second attempt works fine.
Go to TSB 16-002/20.
Page 24 of 25
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.
09/30/2020 3:44 PM tlawrenc
Service Alert No.: SA-007/20
Last Issued: 09/29/2020
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
Educational Videos
Overview
Using MyMazda App
In-car Wi-Fi hotspot
MyMazda remote
Notifications
Saftey features
Resources
SA-064/20-CX5 and CX-9 CONNECTED VEHICLE SERVICE INFORMATION
SA-031/20- CONNECTED VEHICLE SYMPTOM TROUBLESHOOTING
SA-052/20 - CONNECTED VEHICLE MAINTENANCE MODE
Connected Services Owner's Manual
MAZDA CONNECT and MAZDA CONNECTED SERVICES USER GUIDE
MAZDA CONNECTED VEHICLE VIEWER (MCVV) USER GUIDE (see attachment)
MAZDA CONNECT ESSENTIALS WBT (30076)
MAZDA CONNECT & CONNECTED SERVICES FOCAL POINT (30093FOC)
MAZDA CONNECTED SERVICES SMART CARDS
MAZDA CONNECTED SERVICES: CUSTOMER OUTREACH
Page 25 of 25
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.
09/30/2020 3:44 PM tlawrenc
- 6X better wear protection on critical engine parts than...
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- Protection for 10,000 miles between oil changes
- Meets or exceeds the following specifications: API SP/SN...
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TSB/Document ID: SA-007-20k
Replacement Service Bulletin Number:
MFR Communication Date: 2020-09-29
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