Service Alert

Mazda North American Operations
Irvine, CA 92618-2922

Subject:
Service Alert No.: SA-027/20

MAZDA CONNECT SYMPTOM TROUBLESHOOTING (7TH
GENERATION VEHICLES)

Last Issued: 09/22/2020

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

09/11/20, 07/16/20, 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
2019-2021 Mazda3
2020-2021 CX-30
2021 CX-5
2021 CX-9

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.
09/23/2020 3:47 PM tlawrenc

Service Alert No.: SA-027/20

Last Issued: 09/22/2020

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 compatible. Go to connect.mazda.com - Support Compatibility.
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

1

Is the Rear View Camera displayed?

2

Press and hold the Power Button. Is the
screen displayed correctly?

Result

Action

Yes Go to step 2.
No

Refer toNo. 2. Rear View Camera is not displayed

Yes Normal Operation
No

Go to step 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.
09/23/2020 3:47 PM tlawrenc

Service Alert No.: SA-027/20

Last Issued: 09/22/2020

3

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

Yes Normal Operation

4

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

Yes Go to MGSS for DTC diagnosis

5

Is there a device connected to the USB
port?

Yes Go to step 6.

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

Yes USB device is not compatible

6

7

Is the connector for the Center Display
inserted correctly

Yes Go to step 8.

8

Are the connectors for the CMU inserted
correctly?

Yes Go to step 9.

Is the voltage at the CMU, PWR CTRL
OUT (0920-101A Terminal 1S SB wire) of
the CMU normal?

Yes Go to step 10.

9

Yes Check / Replace the Center Display.

10

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

11

No
No
No

No

No
No

No

No

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

Go to step 4.
Go to step 5.
Go to step 7.

Go to step 7.

Insert the connector correctly.
Insert the connectors correctly.

Go to step 11.

Go to step 11.

Check / Replace the CMU.
1. Retrieve the data log if possible before
Yes
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.

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

Yes

1

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

Go to step 4.
Check / Replace the 360 View Monitor control unit.
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.
09/23/2020 3:47 PM tlawrenc

Service Alert No.: SA-027/20

Last Issued: 09/22/2020

Is the Front Camera and Side Cameras
No
displayed normally?

Go to step 4.

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.

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?

Go to No. 1 Blank Screen.

No. 3 Rebooting
Step

Inspection

Result

Is the customers device a Doro 7050, 7060
phone that is connected by bluetooth?
Yes

Action
Doro 7050, 7060 phone is not compatible at
this time. Unpair the phone and advise the
customer.

1
No

2

Using M-MDS, are any infotainment system Yes
DTC's stored?
No

Go to next step

Go to MGSS for DTC diagnosis
Go to step 3.
Page 4 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.
09/23/2020 3:47 PM tlawrenc

Service Alert No.: SA-027/20

Last Issued: 09/22/2020

3

Does the reboot continue after removing
the Navigation SD card?

Yes

Go to step 4.

No

Check / Replace the Navigation SD card.

4

Is there a device connected to the USB
port?

Yes

Go to step 5.

No

Go to step 6.

Yes

USB device is not compatible

5

Disconnect the USB device. Does the
reboot stop after USB device is
disconnected?

No

Go to step 6.

Yes

Go to step 7.
Check / Replace the CMU.

6

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
Check / Replace the CMU.

7

Does the reboot continue after vehicle
battery disconnect?

Yes

1. Retrieve the data log if possible before
replacing the CMU
2. Document date and time of the condition

No

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

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

5

Replace the Navigation SD Card. Can you
hear voice after Navigation SD Card
replacement?

Go to MGSS for DTC diagnosis
Go to step 2.

Check / Replace the CMU. Retrieve
No

1. Retrieve the data log if possible before
replacing the CMU
Page 5 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.
09/23/2020 3:47 PM tlawrenc

Service Alert No.: SA-027/20

Last Issued: 09/22/2020

2. Document date and time of the condition
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